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Business Profile

Garage Doors

DH Pace Company, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for DH Pace Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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DH Pace Company, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:01/23/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      In October 2024 I reached out to DH Pace's ** **** *ocation for a quote to install a hard wire kit for our automatic doors. I was not informed about how high an extra travel charge would be up front for being over 40 miles away. If we were aware of such an exorbitant travel charge there would have never been an appointment to begin with. In November I received a quote for another wireless replacement. I immediately responded letting them know that the quote I requested was for a hard wired option, not another wireless unit and asked if I could get the correct quote information. I never heard back for months. I moved on to another company for this project since there was no further communication. Now, months later, in January I am being billed for over $700 for the quote alone! They stated "services rendered". I inquired about what services were rendered as I only ever requested a quote and the quote I received was not for what I requested. They stated that they did work on the unit and tried to fix it but couldn't because it was broken on the inside. I already knew this information, which is why I asked for the quote I did. I never asked them to try to fix any issue, only for a quote. After requesting an itemized invoice I learned that we are being charged $160 "Labor" for the drive down here as well. I feel that not disclosing that information upfront is outrageous and took away our ability to make an informed decision about which companies we could get estimates from. They were at our building less than an hour, but we are being billed for 3.5 hours of labor at $160 per hour plus additional fees. I would like to have this issue resolved by only being billed for the time spent at our facility. Billing over $700 for a quote without any prior agreement or any disclosure of how high the travel charges are should not be an acceptable business practice. The actual quote I requested was never delivered.

      Business Response

      Date: 01/31/2025

      We have reached out to our customer regarding this issue and feel that we have agreed on a resolution that will satisfactorily close this matter.  Thanks!

      Business Response

      Date: 02/06/2025

      My apologies for the cusfusion about our last contact with this customer.   I did verify today that the local manager has been in contact and offered a resolution that it appears the customer is in agreement with. 

      Customer Answer

      Date: 02/07/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and this issue has now been resolved with the District Manager.



      Sincerely,



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

    • Initial Complaint

      Date:01/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased 3 garage doors to be installed by Overhead Door company. I paid $13,313 for the doors and They were installed around 1-3-2023. After a couple of months I started to notice the paint wearing off 0f the door exterior, leaving a bare shiny steel finish along the side edges of the doors. These doors were an upgrade to the standard doors and cost approximately 2X as much as standard so I was expecting these to be a high quality door. Early summer of 2023 I started contacting OH Door company about the problem they eventually sent someone out to take pictures, after which I never heard anything from them. I kept calling and was eventually allowed to talk to Jessie. Someone was sent again at least 2 if not 3 different times to take pictures again. Never heard anything further. I had emailed 4-5 times with Jessie. Asked him multiple times to call me to speakt about the matter. He never would/has spoken to me. Just broken promises but no contact. I would like OH Door to stand behind their promises and guarantee and replace or give a partial refund. I still have the emails back and forth between OH Door and myself if needed. OHD project # ******

      Business Response

      Date: 02/22/2024

      We have made contact with our customer in this matter and offered a solution that he indicated was acceptable to him.  

    DH Pace Company, Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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