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:02/02/2025

  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.

  I hired **** to do multiple projects at my home: replace an old electric overhead garage door opener with a new device; install keyless entry on garage (keyless entry provided by me), replace steel safety latch, replace front gate handle and deadbolt and key all doors the same. Thirty days after initially communicating with him, he arrived to do the work. He and his partner installed the new garage door opener/ liftgate device, but did not complete the job as he was unable to synch it the new opener device with our ***************************************************************************************************************************** his truck, even though we paid for it. He reluctantly gave it back after I asked for it. He failed to complete other items in the quote he gave us. Those items included: Properly installing new locks on the lower handle of our front gate. He installed new locks, but in order to lock the front gate, we have to use the new key on both the inside handle and the outside handle. Ive never seen a door handle operate like this and its a safety hazard. Additionally, he used rusted screws from the old set to replace it. There was no deadbolt installed, yet we paid for it in the invoice. Since this, we have had a perpetrator on the property who we chased out at 5:00 a.m. on a Saturday. The perpetrator entered through the faulty front gate. We were also charged for a customer-supplied wifi deadbolt for the garage, yet he did not do it, as he stated we needed a new door. He later quoted me $3000 for a new door, while other contractors quoted me $800-$1100 but said it didnt really need to be replaced. He charged me $1449.75 for all the work and said he would be back to complete it. I contacted him numerous times after his initial visit to schedule him to come and complete the unfinished work. He wished me luck in a text and I have not heard back from him, except for receiving a $100 check in the mail,

  Business Response

  Date: 02/12/2025

  Dear BBB Representative,

  Thank you for allowing us the opportunity to respond to this complaint. We take customer concerns seriously and always strive to provide transparent, high-quality service.

  Summary of Work Performed

  Ms. ***** reached out requesting multiple services, including:
  ? Garage Door Opener Installation  Successfully completed.
  ? Keyless Entry & Smart Deadbolt Installation  Installed per her specific request.
  ? Front Pedestrian Gate Lock & Handle Replacement  Installed after extensive discussion to meet her exact specifications.

  Addressing the Claims

  1. Gate Handle & Lock Were Installed as Requested

  • Ms. ***** specifically requested a handle that locks with a key on both sides.
  • We explained the locks function in detail before installation, ensuring she understood and agreed.
  • The lock she wanted was difficult to source due to code restrictions on double-cylinder locks, but we found a solution that met her request.
  • We went above and beyond, ordering and returning multiple locks to get her exactly what she wantedwithout charging her extra for the time involved.
• All Hardware Installed Was New
  • The claim that we used rusted screws is false.
  • All hardware and bolts were new. However, due to the unique lock functionality she demanded, the installed lock may not have been rated for exterior use, but this was done per her explicit request.
• She Was Fully Informed & Approved the Work
  • We documented the entire conversation in writing, which shows that:
    • She knew exactly how the gate handle would function.
    • She approved everything before installation.
    • She was informed of all limitations beforehand.
  • We have uploaded a ZIP file containing the entire conversation thread for BBBs review.
• Garage Door Opener Was Installed Correctly & Additional Assistance Was Provided
  • The installation was completed professionally and per manufacturer specifications.
  • The only issue was syncing her 2018 vehicle, which is a vehicle-side issue and outside our control.
  • Despite this, we went above and beyond by offering to assist with programming her vehicles built-in buttons.
  • At her request, I sat inside the cars passenger seat while she was in the drivers seat and attempted to program it.
  • To ensure accuracy, I asked permission to retrieve the owner's manual from the glovebox and reviewed the manufacturers instructions.
  • After unsuccessful attempts, I attempted to return the manual to its original plastic bag, which was extremely tight-fitting.
  • As I was carefully putting the manual back exactly as I found it, Ms. ***** became visibly irritated and remarked,

    "Omg, if you were my husband I would be screaming at you right now. But you're not, so I'm just going to stay quiet."

  • I was taken aback by this unprofessional and inappropriate comment, considering that I was going beyond the scope of the job to assist her at no additional charge.
• A Partial Refund Was Already Provided
  • We issued a $100 refund to address an item that was not completed.
  • The remaining balance was for work that was completed as agreed.
Final Position
? We stand by the work performed and our commitment to customer service.
? Given that the customer received clear explanations, approved all work, and was even issued a partial refund, we respectfully decline to issue any further refunds.
? For transparency, we have uploaded the full text message thread as evidence.
We appreciate your time in reviewing this response and are happy to provide any additional documentation if needed.
Sincerely,
World of Doors