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:02/04/2025

  Type:Product 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.

  They charged me to fix my garage door but didnt fix it, and wont refund me.

  

  Business Response

  Date: 04/15/2025

  We offered a $69 Service Call - saving our client $30 - Service calls are usually $99 and a minimum labor fee of $125 was explained over the phone. We went out twice, no charge the second time, bc we guarantee ALL of our work. Every time we left it works. Unfortunately, it works intermittently. Of course we did not know that. But work actual labor was performed, why would that be free? Minimum Labor Fee covers our time, fuel, and experience to work on the door. We went there twice at no additional charge. Customer acknowledged that she needs a new product we offered her an additional discount when she is ready to replace the product. We shared that her opener works intermittently and we cannot be blamed or responsible for an older product that just needs to be replaced. We did the work that was agreed to. Why would that be refunded?
  
  Customer failed to shared that we were out there twice and it is an old product- but we certainly did get it to work while we were there, hence why she paid for the service. We said we would honor that $125 as a deposit for her new product, so her investment with us is not wasted. We are a local Family Owned & Operated Small Business and always work with our clients. But we did put in the time, energy, fuel, and Labor. Unfortunately this unit needs to be replaced. It just works intermittently And we said we would honor the amount given towards the balance of a new one. Our offer is still available.
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 22900287
  
  I am rejecting this response because: my husband fixed it himself. This business was just trying to upcharge us to get a new garage door.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/02/2025

  We offered a $69 Service Call - saving our client $30 - Service calls are usually $99 and a minimum labor fee of $125 was explained over the phone. We went out and told the customer that they unequivocally needed a new door. The customer did not want to get a new door, so we offered a cheap temporary fix with no warranty. The customer agreed to this knowing that there was no guarantee that this would hold for any amount of time. The repair did not hold for very long despite us, explicitly, saying that they needed a new door and that this provided temporary fix the dock come with a warranty, we came out for free anyway to try and address the issue. The customer still needs a new door and we have offered to apply 100% of the previously paid labor towards that new door.

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 22900287
  
  I am rejecting this response because: the so called fix didnt even work for one hour. We do not need a new door. We fixed it ourselves and I wish we never would have engaged with this shady business 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/05/2022

  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.

  Purchased a new garage door from Woodfield Door (they have multiple business names) while not the cheapest price, they kept mentioning their 10 year warranty, signed the contract on 11/15/21 and it was installed by ***** 11/19/21 for $2,195. Mid January 2022 we noticed a gap between a couple garage door panels (front of door only), we contacted them and on 1/25/22 Miles came out tried to adjust the door panels (it would not close up) and took pictures of the door and after that we received no response. Between that time and 7/11/22 we were dealing with some family issues but we called multiple times (not documented) with no call backs. Called on 7/11/22, a tech was sent out on 7/12/22 (*******) to review the door, he tried to adjust the panels like ***** did with no luck, said he was not sure what to do with it, took pictures and reported back to the office. I followed up on 7/14/22 and was told by **** that was not under warranty and I would need to speak with **** (********) the owner and he would have him call us when he returned from vacation on 7/19/22. I called on 7/22/22 following up since I did not get a call, **** said he would have Will call me. Then calls on 7/26, 7/28, 7/29 with person answering phone for **** (was on vacation) asking for Will to call me. Sent email to ********************************************************* asking for resolution. Called on 8/1/22 **** said he would have Will call me, left a VM on 8/2/22 Woodfield Garage door phone number no call back.

  

  Business Response

  Date: 08/25/2022

  We have sent out multiple technicians on multiple occasions in order to appease the situation. The alleged gap is so small that neither the technician who installed the door, while installing, nor the customer for several months, were able to notice anything. By that point even if we wanted to make a warranty claim with the manufacturer for defect upon arrival, it was obviously well out of range of the 7-day period from installation. The door remains functioning perfectly and despite this, we made an exception to even cover the entire labor charge for free if he really wanted to replace a panel if he would pay for the panel itself (the exact amount we pay including our industry discount, straight off of the income which we forwarded to him see he could see there was no markup).