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:08/01/2024

  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.

  sears garage sets themselves as experts. On/about June 27 sears tech came to me. I explained the remote garage door opener was not always opening and closing the door.He claimed the problem was basically dirty sensors. He cleaned off the sensors and at the time the remote worked properly. REMEMBER BEFORE THIS IT WORKED PROPERLY SOMETIMES--- THIS WAS NOW ONE TIME IT DID.Days later the remote was not working properly, I made certain everything was clean, but the problem persisted This continued for weeks.I finally sought a solution on line and thru you tube. Came across a possible fix... the claim was made that use of certain light bulbs in the unit will cause interference with the remote signal.. I remembered I replaced a burnt out bulb early in June. I removed the bulb, reset the unit and all is now well.The tech made a quick decision ,,THE WRONG ONE Since I fixed the problem , I believe I should be refunded more than the $ 25 Sears offered me.

  

  Business Response

  Date: 08/16/2024

  We competed service for this customer on June 27, 2024.

  ******************** called back on July 16, 2024 stating he was having the same problem as before. We made a NO CHARGE appointment to return and check out the problem the next day.
  

  When we called ******************** the afternoon of July 16, 2024 to confirm his appointment, he cancelled the appointment as the problem had gone away.

  ******************** then called back on August 1, 2024 stating he wanted a refund or he was going to file a complaint with the BBB and leave negative reviews. We offered him a $25.00 refund that he refused and wanted a $75.00 refund. When our CSR told him we would only offer the $25.00 refund in good faith, he hung up on her. When Sears Garage Doors arrived at ************************ home, we cleaned his photo cells and tuned up ************************ door and opener. Sears was at his home for 32 minutes plus 25 minutes of drive time from the previous stop.

  We offered the $25.00 refund in good faith. Sears Garage Doors has over 3400 ****** reviews with a 4.9 rating. We don't hit a home run every time, however, we strive to.

  In closing, ************************ door worked fine for several weeks after we arrived, he made an appointment for us to come back at NO CHARGE and then cancelled that appointment claiming he found the problem himself and waited several weeks after finding the problem to make sure he fixed it. Our offer of a $25.00 refund was made in good faith and that is our standing offer.

  Respectfully,

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

  Owner of Sears Garage Doors

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22078669
  
  I am rejecting this response because:They are NOT telling the whole story... time wise or situation wise.I told them from the start it worked properly when it wanted to.So, when it worked for a while after the Tech 's visit, that did not come as a surprise. The Tech spent relatively little time assessing the problem, but a good while shooting the sh......

  I fixed the problem myself.. seems it was interference caused by a light bulb.

  I'm NOT going to continue to fight CITY HALL.. I will chalk up this experience as CORPORATE GREED and let it go at that.

  I thank the BBB for the avenue they provided!!!
  

  

  Business Response

  Date: 08/20/2024

  We are family owned and operated since 2008 with over 2400 ****** reviews and a 4.9 rating and this is not corporate greed.

  The problem ********************, interference from an LED light is very common and we have walked hundreds of customer's through fixing this themselves over the phone at NO CHARGE. No company hits a home run on every service they provide, although we try. I'm sorry this did not work out in your case and we offered to come back to your home at NO CHARGE. It is very hard to diagnose a problem when that problem is not happening upon our arrival. My offer of a $25.00 refund stands and I will be sending you a check in the mail today.

  Wishing you the best of luck with your garage door and feel free to call me directly in the future should you need any service.

  Thank you,

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