Complaints

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

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  ADCO Garage Doors

  7577 NW 50th St Miami, FL 33166-5553

  
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  ADCO Garage Doors

  17344 SW 7th St Pembroke Pines, FL 33029-4200

  

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:08/30/2024

  Type:Product 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 JUNE 20, 2024 COMPANY **** LOCATED AT *********************************** INSTALLED A DOUBLE DOOR MOCHA (COLOR) GARAGE DOOR WITH 3 RECTANGLE WINDOWS ON THE RIGHT SIDE. I REPORTED ON THE SAME DAY THAT THE TOP 2 WINDOWS, TO INCLUDE THE OUTER TRIMS WERE DEFECTIVE. THE QUALITY CONTROL OF THE GARAGE DOOR IS POOR AND UNACCEPTABLE AT A PRICE $6000. I HAVE REPORTED TO **** MORE THAN ONCE BUT THEIR OFFICE REPEATEDLY IGNORED MY COMPLAINT/CONCERNS. THEY FINALLY SENT SALESMAN ****** TO CHECK TWICE AND THEN REALIZED THE CRAFTMANSHIP AND WINDOWS ARE, IN FACT, DEFECTIVE/CROOKED. I ATTEMPTED TO RESOLVE THIS ISSUE VIA PHONE CALLS AND *****S TO INCLUDE CONTACTING THE MANUFACTURER CLOPAY, BUT NO RESOLUTION. I RECEIVED AN ***** ON AUGUST 30, 2024, FROM **** STATING CLOPAY WILL NOT CHANGE THE DOOR BASED ON PICTURE'S PROVIDED. ****** MANUFACTURER COMPANY ************, REP ****** EXPLAINED THAT ONCE ADCO PURCHASES A DOOR FROM CLOPAY THEY ARE RESPONSIBLE FOR CHECKING ANY/ALL DEFECTS BEFORE ACCEPTING DOORS. ONCE ADCO ACCEPTS THE GARAGE DOOR CLOPAY IS NO LONGER RESPONSIBLE FOR GARAGE DOOR. AFTER RECEIVING THIS INFORMATION I SENT AN ***** TO **** AND NO RESPONSE. PRIOR TO SENDING LAST *****, I SPOKE TO ******* FROM **** AND SHE STATED SHE WOULD FORAWRD ME THE ***** FROM THE MANUFACTURE BUT I HAVE RECEIVED NOTHING. I HAVE BEEN VERY PATIENT, AND NOTHING BUT UNDERSTANDING DURING THESE CIRCUMSTANCES. ALL I ASK IS FOR THE GARAGE DOOR TO BE REPLACED WITH SAME DOOR BUT FREE FROM DEFECTS. *DEFECTS NEED TO BE OBSERVED PERSON NOT BY PHOTOS ONLY

  

  Business Response

  Date: 09/13/2024

  Good afternoon, Mrs. ***************** have attached the complete email thread that I have checked on from my return for your reference, detailing my office follow-up efforts with the manufacturer and responses to your emails.
  
  Thursday, June 20th: installation of garage door with your brother there and yes later in the day you expressed that you were not happy when you came home and saw the door.
  On Monday June 24 ****** went out to check your displeasure.
  July 9th you sent us the first email reminding us that you were not happy with the installation of the way the bottom astragal of the door sits on your existing garage floor, the bottom is tighter on one side than the other and that one vertical trim is not as tight as well. You also stated with the pictures that the outer windows frames were defective on the top two panels, which we had already ***orted to Clopay, the Manufacturer.
  Unfortunately, as expressed big Corporations have their process, and warranty claims take a little longer than we would all like, that is why we had expressed to you that it would take longer than we would like with all their paperwork, pictures, procedures, and process.
  
  July 12th You called me as well regarding a window frame that was cracked, we responded to the previous email from July 9. Requesting pictures of the trims and the complete outside door to verify what panel was defective,which the factory always requires additional. (we received a picture too far away, the outside of the door was not visible, we requested another picture and offered to send ****** your sales *** to pass by again).
  
  July 24th you sent us another email requesting an update 9:53PM, on the following day July 25th we contacted the manufacturer once again, they still did not have an answer, they sent us an email on Friday July 26, late afternoon requesting more pictures of the stickers on the tracks and side panels which we followed up with you. (email sent: July 26th 5:36PM) we also promised to do weekly follow *** with the manufacturer, which we have done.
  July 27th ***************** closed) we received an email with the incorrect picture.
  July 29th  you contacted us saying that ****** did not respond to your calls or text over the weekend which he was in & out of the hospital with his drastic COPD. We ***lied to a minute later offering to schedule ****** to check the panels. (we did not receive a ***ly)
  
  August 12th, we received a follow up email from the manufacturer asking if the issue of the unleveled window frames existed on all panels, which we ***lied was on the top two panel from your pictures and *******.
  
  August 23rd (we received an email from the manufacturer saying they were still processing the request and going to their approval channel, once they requested additional pictures, specifically the stickers on the side of the panels. We sent you an email (3:51pm) and at (4:46pm) also sent you a video showing and demonstrating with our warehouse garage door of where the stickers were located & also, sent a picture of the stickers and the location on the tracks for easier way to find. 
  
  On August 26th, we received the requested pictures, you ***lied that you would like to proceed without any further delay,Adco advised that we must wait until the manufacturer gives us their update, we have been making multiple weekly follow *** with them.
  At 7:31PM the same day, you sent us an e-mail timeline stating that we have never followed back with you.
  
  August 27th (9:42am) We attached emails with proof that we have been following up with you, we have explained over emails and over the phone that if we have not been emailing you every day because we need to wait for the manufacturer to follow up with us, (this could take weeks). However, whenever we have received any updates, we have followed up with you. At 10:45 you claimed you never received a video (if that was the case how come you were able to send us the requested pictures. We even have the email with your ***ly saying thank you). You also said that our company is the one with the delay and that is not the case, since the beginning we have been advising that the manufacturer takes way to long time to ***ly)
  
  
  August 30th (7:50am) We received an email stating the ***lacement had not been approved, that was when you spoke with the manufacturer and called us back with one of two ****** and **** that work in ***************** on the line when they said we were responsible for verifying each panel and product before receiving them.
  That same day we sent an email to another ******, which is the Director and Manager in charge of Quality Control and ************** and as well a few upper management from the Clopays plant,  explaining the Pathetic answer and wrong information you received along with ******* our office mgr. from consumer services, we are not responsible for opening anything when we pick it up at the ******************* or let along for ensuring that the door manufacturing process is our responsibility or even insinuate that after we pick up the door everything becomes our responsibility , on all the products manufacturer by ****** they have their factory warranties. I was appalled to learn about the unsatisfactory and unhelpful response that you should not have received! I wasted no time when I had heard of this situation even though I am recovering from three surgeries, that I sent a strong letter to the top brass because this is unacceptable and unheard off.
  Needless to say, they responded immediately because I am their second biggest customer, and I can assure you this is not acceptable to me or as well to Clopay standard. They know very well that if I was around like always, my customers would not have received the pathetic answer they gave you,and you would have not doubted us with the process of making it the right way as it should be without excuses.    
   September 3rd, you ***lied to the same email forwarded to Clopay requesting a Clopay ***resentative to view the jobsite.
  September 4th, we received an email from ******* sales ***resentative **** ******* requesting your information to pass by your house.
  September 5th Mr. ******* passed by your house and approved the ***lacement of the two top panels. (See attached Clopay plant panel approval and order in their system).
  I will be traveling up to the plant on Oct. 2nd & 3rd and will make sure to conduct a quality control to correct and check on your panels that are supposed to arrive on Oct. 14 or 15, and that this never ever happens again.
  We are sorry how this all has transpired, but we will make it right.
  
  **** ******** Pres.

  Customer Answer

  Date: 09/30/2024

  Accepted resolution