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Business Profile

Garage Door Repair

Twin City Garage Door Company
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Twin City Garage Door Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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:06/19/2023

      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.
      The garage door motor fell down in less then a year lf install. We tried to call 3 times with no response on Friday 6/16/2023. I need my car out of the garage

      Business Response

      Date: 06/19/2023

      This complaint states: The garage door motor fell down in less then a year lf install. We tried to call 3 times with no response on Friday 6/16/2023. I need my car out of the garage.

      ******** son *** reached out on ******** Messenger Saturday.  In that message, I gave him my cell number and offered to continue communication on the phone.  He did not take me up on that offer. 

      When ****** called, we offered to come out and fix the door that night, however, he refused the emergency service rates.  When emergency service rates are refused, the service team calls the customer right away in the morning during normal business hours and schedules the repair.  

      Here is what was recorded from our answering service: 
      6:00 pm:  Door is falling off the hinge.  Can not close house.        
      7:15 pm:  My garage door fell down and we need it fixed as we have valuables inside.
      8:30 pm: The door does not open, the car is stuck inside the garage

      While its a fact that the opener was installed less than a year ago, the problem described doesnt appear to be motor related it appears that the door itself failed.  And that would not be warrantied. 

      In the end, ****** was offered service and he refused the rates.  It was explained that warranty doesnt apply.  I gave my cell number to *** and was available to speak on my personal cell. 

      -******, VP of Operations

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