Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  ********** ********
  
  
  
  I am rejecting this response because :the company claims they informed me of the $99 service charge ,wrong! they did not ,they must have thought the door

  was still under warranty? until the company found out it was one month over one year .i am a repeat Coustomer had 5 over head doors installed since5/25/16

  You would think the company would remove a bolt they put in the rail to stop the door from opening all the way?

  The company said an $8.00 fuel charge is not uncommon ,No i think it"s price gouging.{your telling me your van burns $8.00 worth of gas from ****
  
  ******** ** *******

  the company tells me that signing the onsite job invoice means i approve of the work done and amount due-Quote-the work order {Signature; i

  hereby acknowledge the satisfactory completion of the above described work}end of Quite} it does not say and approve of the price!

  in closing i payed the $99.51 Because [COVID-19,hurt a lot of company's , paying the company ,was the right thing to do/and so i did.

   i except your offer to wave the $8.00 fuel charge sept 22,2022

  
  
  
  
  ****** *****

  x them" in my case {they broke it why should i have to pay to have them fix it}
  
  
  
  
  
  
  
  
  
  
  [8/23/22]

  

  Business Response

  Date: 09/22/2022

  ***** ******** ****** * ********** *****************************
  ***** ********* ********* *** **** **** **
  *** ********** ***********************
  *** ****** ****** ******************************
  ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
  
   

  On August 19, 2022 Mr. ***** called in for service. Claimed his door was only opening about ¾ of the way. Mr. ***** was informed of the two types of services we offer and their prices. He was informed of the regular service call for $99.00 and he would be scheduled for our first available appointment, or that we had an emergency service call for $160.00 and we would have someone out on the same day. He opted for a regular service call for $99.00. He was perfectly fine with this at the time of placing his service call. On August 23, 2022 our technician went out and serviced his door. A bolt was preventing the door from opening all the way so it was addressed. The total bill after tax came to $107.51. At which time Mr. ***** signed the on site job invoice saying he approved of the work done and amount due.

   

  On August 24, 2022 Mr. ***** called into the office. He requested a discount or a free visit because on July 23, 2021 we had installed the door. Mr. ***** was informed that the 1 year warranty had expired. That this was normal wear on the door. That if the door had not done that in the entire year that he had the warranty on the install, so there was nothing we could do for him. We explained that the $99.00 service call charge that he did agree to at the time of placing his service call is our set fee for all of our residential customers.

   

  He then asked about the $8.00 fuel charge. We explained that it’s a standard charge we put on all of our customers. Mr. ***** lives 22 minutes away (not including possible traffic) from our shop. Especially with gas prices today an $8.00 charge is not uncommon in the service industry like this. Mr. ***** was not happy he then proceeded to say he was not going to pay us a single penny because “we broke his door”. He was then reminded that at no time in the year of warranty did he call us. That after the 1 year mark there are too many variables that could play into effect as to why the door acts up. He still held firm stating he was not going to pay us anything. He was then informed that the onsite job invoice that he signed is legally binding and is him agreeing to pay the bill. He was also reminded that the refusal of payment may result in a small claims suit.

   

  Afterwards Mr. ***** became very upset and said, “I am going to go onto ********, ****, ******, bbb and make sure everyone knows you wont fix anything for free.” At which time he was told that is his right and he is expected to pay his bill. Mr. ***** has since sent in a check for a partial payment for just the $99.00 service call. We have waived the $8.00 fuel charge.

   

  Sincerely,

   

  Samantha K******

  Ap-Ar

  Douglas Garage Door Center, Inc.

  ** ************
  
  **************

  

  Business Response

  Date: 09/29/2022

  Unfortunately this is a he said she said story. Our phone call conversations are not recorded so there is no way to prove the customer was informed of the pricing. However the woman who took the service call is almost robotic about giving pricing. I feel it would be unprofessional to sit here and go back and forth about who said what. The only thing that is 100% certain is that the door was not doing this for the entire year warranty. When called upon to fix it after the 1 year warranty we did in fact fix the problem that can be classified as normal wear on a door and did charge for it. The customer was not over charged, was not scammed or "price gouged" as they put it. All of our residential customers receive the same pricing as Mr. *****. Another thing to note is that regardless if Mr. ***** remembers the exact pricing of the service call that he was informed of, he was 100% informed that it would be a charged visit because of it being outside of the warranty. 

   

   

  Customer Answer

  Date: 09/29/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****