Complaints

This profile includes complaints for Duke's Garage Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Duke's Garage Doors

  7293 Sunshine Grove Rd Brooksville, FL 34613-6802

• 

  Duke's Garage Doors

  110 W Seneca Ave Ste 106 Tampa, FL 33612-6717

• 

  Duke's Garage Doors

  2975 Bee Ridge Rd Sarasota, FL 34239-7100

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:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  11/15/2024- agreed to contract with ******** , gave down payment, was told it would be installed in 2 weeks , then called in 2 weeks later was told by end of the year.1/14/25, contacted today, still no door and no update.two options install or refund.

  Business Response

  Date: 01/14/2025

  We sincerely apologize for the delay and lack of communication regarding your garage door installation. This situation does not reflect the standard of service we strive to provide. Unfortunately, we are experiencing manufacturer delays that are beyond our control, but we understand this has caused significant frustration.
  Please know we are committed to resolving this issue promptly. One of our team members will reach out to you immediately to provide a detailed update and work with you to find the best solution, whether its moving forward with installation or processing a refund.
  Thank you for bringing this to our attention and giving us the opportunity to make things right. Your satisfaction is very important to us.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair 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.

  Company stated they had to come to home for an estimate, not by phone. Technician, ***** ****** arrived 1/13/2025 @ 12:04pm earlier than expected, since I work 3rd shift. The garage door has to manually open. I was on the phone with wife entire time stuck in traffic. He opened the garage from inside as my wife asked but she watched him untie the release cord I purposely tied up so it would not interfere with the garage door. After taking pictures of the inside garages, providing the quote, and discussing she asked to close the garage. She asked him a couple of times that he needs to go inside to close it. He didn't listen to her and she watched him trying to close the door each section with one hand while using other hand to push the release cord back inside the top of the garage door, which took several times and he left to his truck right afterwards around 12:35pm. I finally got home around 2:15pm and see the damage to garage door. She described to me how he was trying to close the door and wouldn't listen to her when she asked to do it from inside. The damage is in middle of garage door where release handle is and you can tell it had to get stuck in the one section. I contacted the company afterwards at ************, ***** arrives around 3:30pm. He has the before and after pictures and shows her one picture without a time stamp. She told him that was the picture he took when he arrived and where is the other picture. He said all the pictures are with the office and they can email with both of them (Still don't have them). Then, I asked him why he untie the release cord and tried to say the garage door wouldn't open all the way, though I do it all the time. Then, he tried to say he didn't touch the release cord when my wife watched him do it because she never touched the garage door thinking he knew what he was doing. Told him nobody has touched the garage door since he left. He states manager will call me about situation, he left, and still no call.

  Business Response

  Date: 01/28/2025

  Thank you for sharing your feedback with our team. We take these concerns very seriously and always strive to provide prompt and quality service to our customers. We're actively working towards a resolution for your issue and will ensure a member of our management team contacts you to discuss next steps. Thank you for trusting us with your garage door needs, we'll certainly strive to meet or exceed your expectations in the future. 

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22806183
  
  I am rejecting this response because: I did receive a response from DGD management and was offered a resolution to replace the entire garage door, rollers, torsion springs and door seal. I have found this to be very reasonable and will help offset the cost of us having the door painted again (photo provide shows the door recently painted is not faded or weathered) however, due to the door having to be custom ordered which I was told could take anywhere from 4-8 weeks as stated by DGD. Once the replacement is complete to our satisfaction we will accept and close the complaint.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  A few months ago we has Discount Garage Doors install a new garage door opening system at our home. At the time we received 2 programmed garage door openers. Approximately 2 weeks ago one of those remotes stopped working. I was going to try and replace battery, but I could not get the open. I then called the Discount Garage *********** in ********. I explained the issue and the representative said it would require a service call. I was told the service tech would call me prior to visit with a time. Well I waited and waited, no one ever called or in anyway contacted me. This past Friday (8/2) I again called the *************** for Discount Garage Doors, went over the issue again, and the fact no one contacted me or no one showed up. The representative said a co-worker had tried to contact the first time to reschedule. My phone and answering machine work perfectly???? The representative asked if I would like to get on the schedule for Sunday (8/4), and I said "yes". Again I was told the service representative would call me with a time for the service call on Sunday. Again no call or no message received, and my phone and answering machine are still working perfectly???? It seems that once this business has your payment, they simply ignore any future issues. This issue cannot and will not be ignored! I spent many years in a business providing excellent customer service, and I have owned a business which provided top notch customer service to clients. Conduct as demonstrated by DGD is unacceptable!

  Business Response

  Date: 08/13/2024

  Thank you for providing feedback and insight into your issues regarding timely response and scheduling with our team. We take these concerns seriously and review with various members of our team in order to identify root causes and potential solutions. Our records and phone recordings indicate our team received an initial call on 8/2 from ************** at which time the customer service representative booked a call for Monday 8/5 related to your remote and battery issues. Unfortunately, due to inclement weather in the ** region due to Tropical *********************, our team was forced to reschedule the appointment - our customer service manager called ************** at 10:18 AM and left a voicemail to reschedule the visit. Please accept our apologies for rescheduling and any delays in service that you experienced when working with our office team. It does appear that we were able to confirm a date for your appointment and have it listed on 8/16. Again, please accept our apologies for the delay in resolving your remote issue and feel free to reach out if you have further concerns after your scheduled appointment on 8/16. 

  Respectfully, 

  DGD Garage Doors

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On July 5th 2024, dgd garage door was hired to replace my existing garage door. Upon completion of the job, I noticed that the garage door was much darker than anticipated. The color that matches my trim is almond and they put in a taupe door which is two shades darker. I live in a community with strict HOA rules and the garage door must match the trim. When I discussed this with the installer he said that ****** would have been a better match. He said that they would replace the door. I was never consulted by any salesman or employee as regards to what color I wanted. Their argument is that I had signed papers stating that I would go with the taupe color. I was never notified or explained while signing these papers that I was choosing a color. I believe color is one of the most important aspects of a garage door and I was never consulted about the color that I wanted. They took it upon themselves to put in a door that didn't match. I want this problem remedied by them coming out and putting in the correct color. They are resisting this. I believe I paid good money and that they did not conduct themselves in a reasonable and professional manner regarding color selection. I think the burden lies on them to remedy this situation since the job is not acceptable the way it is done. The bottom line is they put the wrong color door in and they do not want to replace it. I believe this is bad customer service and bad business and I thought I would go this route first in order to get some mediation in this matter before I have to take them to court. I appreciate any help that you can offer me.

  Business Response

  Date: 08/08/2024

  Thank you for sharing your feedback regarding your recent garage door installation with our team. We always value customer feedback and take any concerns you may have very seriously. After reviewing photos of both the newly installed garage door and the garage door that was replaced, it is clear that there is a color difference between the 2. Unfortunately, our current manufacturers do not make a garage door that would be an exact match with the paint color of the home exterior. That said, It does appear that the original garage door was painted to match the siding of the home. We would be more than happy to discuss options for paint matching if interested - please give our team a call at ************ and ask to speak with a member of our Doors ***** for more information regarding next steps. We sincerely appreciate your trust in DGD and apologize for any issues you've experienced during the installation process. 

• Initial Complaint

  Date:06/12/2024

  Type:Order 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.

  On 8/23/2019 I signed a contract with Discount Garage Doors, *** (DGD) and paid $991.00 to have a routine maintenance performed every two years for the next **************************** On 9/3/2019, ***** serviced my garage at no cost. Since that date, I haven't heard anything from DGD. However, I reached out to DGD on May 7, 2024. Once ***** was done servicing my door, I was charged $270. I was told because a significant amount of time had passed without being serviced, I had to pay a service fee. I was taken aback because I had already given them $991.00 with the promise that DGD would contact every two years to keep up with my garage door maintenance. I CRIED because I felt swindled. I would like to have my $270 back. I would also like for DGD to honor my contract as I still have 25 YEARS left on it.

  Business Response

  Date: 06/26/2024

  Good morning, ************** - thank you for sharing your concerns.

  Our apologies if there was a misunderstanding regarding services rendered by DGD in 2019. Our team takes these very seriously & our management team completed an investigation this week. Below is a summary of our findings - 

  - A DGD technician serviced your home in ***********, ** on 8/21/2019. During the service visit, the technician replaced several aging and / or faulty components on your garage door. This included replacing both springs, operator reinforcement bracket, rollers, cables, and bearings. The total cost for this service was $991, and the technician included a 30 year warranty for free (normally $299). This warranty guarantees replacement of the parts installed over the 30 year period only, does not include labor costs for future service, and requires routine / preventative maintenance completed by a DGD technician in order to maintain the warranty, as outlined in our terms and conditions.

  - We were unable to verify that any future service visits occurred at your home between 2019 and 2024.

  - On 5/8/2024, a DGD technician completed a service visit to your home. He verified that the rebuild had occurred in 2019 but was unable to verify that any routine / preventative maintenance had been completed since the initial visit. His recommendation was to purchase a maintenance plan (4 annual visits, at 1x per year) to ensure that the garage door and related parts are routinely serviced by a technician and the 30 year warranty remains active. He also added a 10% discount to his invoice in order to provide some cost relief. 

  Again, thank you for sharing your feedback with our team. We will use this as a training opportunity to ensure our customers are informed of the structure of **********************'s 30 year warranty, requirements for maintenance of the warranty, and where customers can find additional details within the invoice itself. 

  Respectfully,

  DGD Garage Doors

  Customer Answer

  Date: 07/07/2024

   
  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,
  
  ********************************

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 ordered three electric door openers for a new garage, agreed to the price of approx. $4500.00 and paid a $1,000.00 deposit on March 15 2024. They contacted me two weeks later and made an appointment to install, came to my residence and said they had a problem with the product.I have not heard from the company for over a month, and when I called on May 6 2024 I was told they couldn't do the job.

  Business Response

  Date: 05/21/2024

  Good afternoon, 

  Thank you for submitting feedback re: your experience with our team. We sincerely apologize for not being able to solve your garage door issues despite our team's best efforts. Our accounting team mailed a full refund for all deposits paid (check #****) on 5/17/2024. Please let us know if you do not receive the check in the next week by calling our accounting department at (***) ************. Thank you for trusting our team with your business, we hope to have the opportunity to serve you again in the future. 

   

  Regards,

  DGD Garage Doors

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair 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.

  Provide me with my installation/warranty paperwork.

  Business Response

  Date: 05/02/2024

  Good afternoon, 

  We understand ************************ concerns and will send a copy of the warranty and installation guide documentation to his home address this week. Thank you for notifying us of this situation - our apologies for the delay in responding to this complaint.

   

  Regards,

  DGD Garage Doors

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21324431
  
  I am rejecting this response because: I waited until the 10th day to respond to your email just to see if DGD would in fact send me the materials they stole from me as well as the warranty information that I had requested. And I was correct in waiting to see as I've received nothing from DGD nor have I heard from them. For whatever reason, this company has been totally non-responsive to me and I can not figure out why they fealt the need to take back the garage door and opener information pamphlets which that they had already given me! I can only assume they didn't want me to see something within that packet. As for the warranty, the way they have responded to my ****** reviews, and the BBB, I doubt they would honor any warranty, implied or otherwise. I can only hope you will show this DGD Company to be 'unresponsive' to customers and yourself as they lied to you about providing me with the requested materials and warranty.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/13/2024

  Good morning, 

  We understand ************************ issue with delays in response from our team and have held several internal discussions to identify opportunities to improve our internal processes that will enable our team to improve response times. In addition, all product documentation, including user manuals and manufacturer warranty information, was sent to ******************** via mail on Monday 5/6.

  Thanks,
  DGD Garage Doors

  Customer Answer

  Date: 05/14/2024

   
  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. While there was no information about the outside door opener and how to reset it, I suppose the information DGD did send me is better than nothing. I guess if I ever need to reset the code on the entry pad I can ****** or Utube how it's done! Thanks for your help BBB. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  IN APRIL 2023 CALLED COMPANY TO MEASURE FOR SLIDING SCREEN GARAGE DOOR. GENTLEMAN CAME AND MEASURED AND GAVE ME AN ESTIMATE. WANTED TO FINANCE THROUGH THEIR COMPANY, GREEN SKY. CALLED AND GOT APPROVED FOR REPAIR AMOUNT. CALLED COMPANY AND TOLD THEM I WANTED TO PROCEED WITH SALE. GAVE THEM INFORMATION FROM GREEN SKY AND THEY SAID EVERYTHING WAS IN ORDER AND THEY WOULD SPEAK WITH *** TO SEE IF HE CAN GET APPROX. DATE FOR INSTALLATION. HAVE BEEN COMMUNICATING WITH COMPANY SEVERAL DATES FOR STATUS. ON 6/14/23 THEY SENT SOMEONE OUT TO REMEASURE. HAVE BEEN FOLLOWING UP SINCE THEN EVERY COUPLE WEEKS TO NO AVAIL. SPOKE TO A "TRINITY" 7/15/23. ADVISED ME ORDER TAKES 8 TO 10 WEEKS. AT THIS POINT, IT IS WELL AFTER THE 10 WEEKS. DON'T KNOW IF THERE IS A HOLDUP BECAUSE I AM FINANCING OR WHAT. NORMALLY IF I WAS PAYING "CASH" I WOULD HAVE TO PUT DOWN A $500 DEPOSIT. AM I GLAD THEY DO NOT HAVE MY MONEY FOR THE LAST TEN WEEKS! I FEEL I AM GETTING THE RUNAROUND AND THEY ARE NOT DOING BUSINESS IN A TIMELY MANNER. I WANT TO GET A DATE WHEN THIS MATTER CAN PROCEED AND I FINALLY CAN GET MY GARAGE SCREEN INSTALLED.

  Business Response

  Date: 08/10/2023

  Business response taken verbally by BBB:

  At this time we are currently waiting for the manufacturer to build and deliver the screen garage door. Once received we will set up a date for the install. In the meantime we will reach out to the manufacturer to get an updated eta on delivery of the screen garage door.

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Have messed up our door order several times, installed it so poorly that the door fell off when we went to open it. Still don't have the job completed right and now they send us a letter of demanding payment for a product that is unfinished. The tracks are still too long and we are missing bolts. We purchased the most expensive parts for our door and they have attempted to cheap out on our order more at ***** 3 times now. Instead of replacing all the parts they tried to cut corners and use old parts and the door literally fell off the tracks when they left after another failed attempt at installation. The job is incomplete and now they send a letter demanding payment. Classic bait and switch, terrible customer service, awful business practices. Scammers.

  Business Response

  Date: 01/26/2023

  Thank you for your honest feedback and insight into your experience with Discount Garage Doors we take our customer concerns seriously and have reviewed the issues mentioned in your complaint. After conducting an initial site inspection / visit in late March,our sales representative presented a quote for installation which was confirmed on 4/6. Due to the make, model, and custom nature of the garage door, our team did not have an existing model in stock and placed a special order directly with the manufacturer in early April, 2022. After ordering, we were advised that the estimated wait time would be between ***** weeks until the garage door was delivered to our warehouse. We received the product within that timeframe (early July) and installed the garage door on July 12th. We do acknowledge that the installation included products that were not powder coated, despite being ordered so by our team, and called the manufacturer to escalate / re-order the related parts once our office was notified of the issue. We received the replacement from the manufacturer on 8/25 and scheduled the replacement installation for 10/4, after multiple attempts to schedule between 8/25 and 9/19. Prior to the installation, our field team inspected each part to ensure it met the required specifications and noticed that one (1) strut had been scratched while in transit from the manufacturers facility. We reached out to notify you of this prior to the installation and to also order a replacement on 10/3. When the replacement installation was completed, it was apparent that there was also a desire to have screws and mounting brackets powder coated which is not a common practice in our industry and not a normal offering we provide to our customers. In an effort to ensure that your concerns were resolved with the screws and mounting brackets, we ordered additional products that would meet those requirements. We received the materials in mid-November and called multiple times to schedule a follow up visit. On 11/28, we received a call indicating that the garage door was inoperable and scheduled a technician to provide service on the garage door at no cost. On 12/2, our installation team arrived to replace all remaining parts per your request. Upon completion of the installation, no payment for services was rendered due to a desire to receive a discount for the inconvenience. A member of DGDs management team called after the installation to offer a discount, at which point you declined. After no response from multiple additional outreach attempts,the account was flagged as delinquent. Per normal process, a letter was delivered indicating the outstanding balance due and timeframe for paying the remainder of the balance. Our team received phone calls between 12/29 1/10 to address the outstanding balance, with requests to receive a discount for inconvenience. On 1/11, our office manager sent an email agreeing to make any final adjustments to trim and tracks and offer a discount again. DGDs management team met about the matter the week of 1/16, at which time it was decided to wipe the remaining balance in full no additional funds are owed for our services due to the need for DGD to make multiple visits to finalize service. In addition, we agreed to send a member of the management team to your home to solve any remaining issues but were unable to complete services upon arrival on 1/25. We do apologize for product delays / deficiencies and are actively working to ensure that we have controls in place to mitigate the risk of this occurring in the future. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18670544
  
  I am rejecting this response because:
  We've attempted multiple times to have this resolved and when we call the business we are dismissed and told an email will be sent. The company president came out last week and caused a scene at our property. He didn't come with the necessary tools to finish the job yet again and tries to act like we are different because they keep dropping the ball. Our garage door is off level doesn't work, seams need caalking and the tracks are still wrong. DISCOUNT GARAGE DOORS then sent a letter stating that we aren't complying with permits and that their job has been done since July 2022. That is a complete lie, we've been here waiting patiently for this simple door to be done. I want this job finished and the permit closed out the legal way otherwise further actions will be taken to get this issue resolved.
  Sincerely,
  
  *********************