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:01/05/2025

  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.

  Resolvedng. He told me the other man was jut going to come out and change the price. I was hesitant but he was there and he was assuring me of the accuracy of the quote saying no thats what it costs . Well the unit is purchasable for $160 at ********** and their paperwork states that the value is $850. The technician was unable to complete the second service, which was to the second garage. He had said he couldnt repair the second garage without charging more because of issues. I refused. meanwhile, I told the technician that I felt that I had been overcharged and would be seeking a new bill, because all of the services had not been performed. I asked for a new bill without the $ 275 charge and he told me he couldnt generate a new bill but the office would. meanwhile, I called the office to address a new bill and my concerns on pricing. there was told that a Mr. ***** would call me on Jan 2 to address my concerns. I have written an email and made multiple calls, no response. fraud.

  Customer Answer

  Date: 01/23/2025

  This has been resolved with the business 

• Initial Complaint

  Date:07/26/2024

  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.

  To whom it may concern,

  I was contacted by ***** of 495 Garage Door on yesterday August 8, 2024 and we have reached a favorable outcome that I am satifified with.

   

  Thank you for you quick response to this matter.

   

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

  out 4th visit and said oh I see the problem the ONE SPRING you have is broken, He further said he could not get authorization right this minute from AHS to replace the ONE SPRING (Which was covered by AHS) and would have cost us $ as it would take a few days, however, he could install TWO SPRINGS but it would cost us $275. (My wife was very upset with him so much so that later that day she had a medical seizure and had to be rushed to the hospital). My issue is that 495 tricked me into getting a 2nd spring in order to open my garage door even though for the past 20 years we have operated very well with one. I believe that that was a fraudulent way of the company getting payment of $275 unnecessarily, NOTE the Tech had tried the previous day to get me to upgrade to another Door Opener for $275. I am not satisfied with the service that was provided They told AHS that I could have chosen not to install the 2nd Spring, THEY LIED.

  Customer Answer

  Date: 08/09/2024

  This is to inform you that on Thursday August 8, 2024 the matter was resolved with a satisfactory resolution. Please feel free to remove my complaint from the BBB website.

  I do thank you for such a quick response 

  Thank you 

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

   

• Initial Complaint

  Date:05/20/2024

  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.

  The comapny did not provide a truthful response. The company told me that American Home ******* would NOT cover any of the needed "repairs." I called American Home Shield myself and they stated that the garage door opener replacement WAS covered under my policy and that the technician NEVER called to verify what WAS and what WAS NOT covered. Because the technician DID NOT do their job to verify if the garage door opener was covered (which it was), I paid out of pocket. The ONLY thing that was not covered under my policy was the rollers *** should have been the ONLY thing I paid out of pocket. When I further questioned *** on the matter they called the company. The company then LIED to American Home Shield to say that I ASKED for an upgraded garage door opener which i DID NOT. The technician NEVER showed me different models to select from, HE installed what HE WANTED to install. He did offer me an option to add a Bluetooth device and said THAT was an upgraded, which i DECLINED. 

  **** company and tech has made fraudulent statements in their response 

   
  
   Complaint: 21735555
  
  I am rejecting this response because:
  
  
  Regards,
  
  ********* *****
  
  
  
  
  
  
  
  

  
  door are covered under my policy. When *** received the report from the vendor to cover up the LIE in their unethical business practices, they wrote that it was an "upgrade," meaning something that I voluntarily asked for, which was the furthest thing from the truth. I was told by a "professional" that the garage door opener was at the end of its life, presented a life and safety risk, and could not be repaired it needed to be replaced (highlighted on the invoice). This company LIED and then LIED to AHS. Their response was I could have it uninstalled?!?! It was not a matter of being unhappy, it was a matter that I did not need to pay for this out of pocket had they actually received the authorization from the company that sent them to do the work. I am seeking to be reimbursed for the $750 for the garage door opener that was covered by my coverage plan. This was exploitation, and fraud, which explains why he asked for cash as a payment, which I am glad I did not do.

  Business Response

  Date: 11/15/2024

  Hi, 

  I do not see where I can reply to customer complaint on the Complaint portion. Please add the response to customer file or please let me know how to proceed if differently. 

  Dear customer, 

  Thank you for bringing this issue to our attention, and I sincerely apologize for the frustration and confusion youve experienced.

  After thoroughly reviewing the details of your case, I want to clarify that the technician did indeed provide you with an explanation of the situation during his visit, which included information regarding the garage door opener and the needed repairs. According to our records, the technician also discussed your coverage with you, and the invoice you signed acknowledges the work and cost associated with the replacement.

  We want to clarify that the price was disclosed upfront in the invoice, and by signing the document, you provided your consent for the technician to proceed with the services. We strive to ensure transparency, and this consent confirms your agreement to the outlined costs.

  While I completely understand your concerns, based on our policies and the information available, reimbursement for the garage door opener replacement is not possible in this case. *** will only cover for repairs once the is a failure in the unit. Although your garage door opener its old and not safe, it was working while the technician was on site. Once its stop working then the Home Warranty would cover for it. 

   

   

• Initial Complaint

  Date:01/10/2024

  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.

  Aviv from Garage 495 came out to take a look at my garage and gave me an outrageous quote. I decided not to proceed with this company. When my tenants came out to the garage, the found screws and cables on the floor which the gentleman seem to have removed prior to departing. Its very unprofessional to touch and remove any screws or wires without putting it back in place. I would like this person/company to rectify this situation.

  Business Response

  Date: 01/26/2024

  I hope this message finds you well. I want to express our sincere apologies for any inconvenience or frustration you may have experienced due to the lack of service you expected from **. Your feedback is invaluable, and we appreciate you bringing this matter to our attention. 

  After reviewing the file and going over the notes we have confirmation that we had a technian over on 01/04/2024 per customer request, however as stated per customer, they did not accept our estimate and service was not provided. Customer also refused paying $55 service fee for the technician time to came over. Technician are suppose to take pictures which we have attached showing the garage door and the floor clear. If customer decide to move forward with doing the work we will be happy to do so. Our sales team did talk to customer and offered a $95 repair option but customer also never answered the dispatch team to schedule a time so the case was closed on 01/23/24. 

   

• Initial Complaint

  Date:10/27/2023

  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.

  110/26 This company came over to assess my garage door because it would not open. It was determined that the springs were broken and needed to be replaced. The evening of 10/26 I returned from work and my garage door was not working. On 10/27 I contacted this company about the issue and I was told that they would not be able to send a technician until Sun 10/29. I told the that this was unacceptable because I had my vehicle and other valuable items stored in my garage and they would be susceptible to theft. I had another company come out to assess the issue and was told that the wrong springs were used in the repair and this is why my garage malfunctioned. I want a partial refund and am willing to pay for rubber repair but nothing more. I want a refund of the difference of 978 plus my 28 service fee due to the inconvenience of having my valuables vulnerable to theft due to their incompetence.

  Business Response

  Date: 11/28/2023

  I hope this letter finds you well. We sincerely apologize for the inconvenience you experienced with our garage door repair service, and we appreciate the opportunity to address your concerns.
  First and foremost, we deeply regret the situation you faced with the malfunctioning garage door following our service visit on 10/26. We understand the importance of a properly functioning garage door, especially considering the security of your vehicle and valuables. Upon receiving your complaint, we thoroughly investigated the matter and see that an appointment was schedule for 10/27 between 12-4pm. Once the technician arrived, he was informed that another company had removed our springs and installed another set of springs that were the same we had installed. By having another company removing our installed springs you voided the warranty we provide if we were the ones who made the mistake. We understand the gravity of the situation and took full responsibility for any inconvenience caused by sending the technician back the next day. Our team is committed to continuous improvement, and we value the feedback provided by customers like you.
  In light of the inconvenience you endured, we are prepared to offer a partial refund as a gesture of goodwill. We understand the importance of maintaining the security of your belongings and recognize the impact this incident may have had on your peace of mind. Please contact our company so we can discuss further. Once again, we apologize for any distress caused, and we appreciate your understanding and patience in this matter. Your satisfaction is of utmost importance to us, and we are dedicated to making things right.