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:08/28/2023

  Type:Billing 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.

  Hello. Thanks for your help.
  
  I ordered a product from Roll Up Doors Direct but did not receive what I ordered. They have been in communication with me, and acknowledge the error, but blame the subcontract manufacturer ***** ************* and suggest I contact them. As I have no contract with Janus, I feel Roll Up Doors has to resolve this.
  
  See attached pdf for receipt details and communication chain.
  
  I ordered the most secure locking mechanism, the cylinder lock which engages on both sides, for an upcharge of $45. It should have been installed on the product by the manufacturer.
  
  Once we got it home, unpacked, and my contractor got it up, I realized I received an exterior latch which only engages on one side. This is the standard offering and not as secure.
  
  Roll Up doors offered me two options: 1) keep the external latch that you received and get a credit back for the cylinder latch, or 2) you can punch the hole yourself into the door for the cylinder latch and we can ask for them to give a credit for the mistake made during production
  
  I explained that with a field install I would be taking all the risk if the install was incorrect. I paid for a factory install and do not feel a field install by homeowner is equivalent.
  
  I asked them to resolve this by either A) coordinate hiring of a garage door installer to do the field install of the keyed cylinder lock, and guarantee the installation work just like they would stand behind any problems with a factory installed lock. B) I will just keep the door as-is if they give me refund of the $45 lock plus 20% off the price of the door.
  
  They refuse to pay for professional install and say the error is with ***** *************.
  
  They refunded my $45 saying it is all that they can do. However I feel there needs to be additional financial compensation for the error. I feel 20% refund is fair to keep as-is, or they want to pick up this one and ship me another in, that is fine as well. I am hoping you can help resolve.

  

  Business Response

  Date: 10/13/2023

  Thank you for sending us this customer's complaint.

  We are in the process of trying to resolve this complaint to his satisfaction.  We will be contacting him, as soon as we have all the facts, 

  Regards

  Leslie C****

  

  Business Response

  Date: 10/16/2023

  We are
  sincerely sorry that you received the wrong latch on your door. Therefore, we will give you as a goodwill gesture of the amount requested. We will refund that back on your card today.  This was accepted by the customer on 10/16/23.