Complaints
This profile includes complaints for Reliable Garage Door, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
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Initial Complaint
Date:07/03/2024
Type: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.
I am rejecting this response because:
They did not provide me same day service. That is a lie! I was given a date of repair 07/15/2024 that was the first date of service available. Yes, someone did call the next day I declined because I had already got the door spring repaired the night before. I never said I have scheduled a repair. I said I have already got it repaired I am attaching the invoice from the previous day. I even kept the broken spring
If they had told me that they will repair it the next day ( which would have been very reasonable) I would not have called anyone else as I am not unreasonable and do not like to waste my hard earned money. They did say the tech can call you maybe earlier if they have a cancellation!! I asked the lady if it was her home with old parents at home with serious medical issues would she wait 15 days for a repair with both the vehicles trapped? That is why it called an emergency service! I have been using Reliable Garage services since 2016 ( since I moved here.) My garage door opener rollers were all installed by them , which have a lifetime warranty! IS this how they WARRANTY their PRODUCTS?????
Business Response
Date: 07/03/2024
We appreciate the opportunity to address *****'s concerns regarding his recent service request.
On the evening of July 2, 2024, ***** called Reliable Garage Door at 6:45 PM to request a service appointment for a broken spring, which is covered under our 10-year warranty. At that time, our ************** Representative informed ***** that due to the holiday weekend, our available appointments were extremely limited. The earliest available slots shown to the representative were indeed booked up to July 17, 2024. Understanding the urgency of his situation, our representative escalated the issue and submitted a request for our Scheduling Manager to reach out to ***** the following day to provide a sooner appointment.
As promised, we contacted ***** at 9:15 AM on July 3, 2024, offering a same-day appointment to repair the broken spring. Unfortunately, ***** declined our offer, indicating that he had already arranged for another company to perform the repair.
We deeply regret any inconvenience this situation may have caused and any uncertainty ***** may have experienced regarding the resolution timeline. We strive to ensure that all our clients receive timely and satisfactory service, and we apologize for any distress caused by the initial information given.
However, since we did offer a same-day appointment to rectify the issue on the morning of July 3, 2024, which ***** declined, we are unable to reimburse him for the cost of repairs performed by another company.
We appreciate *****'s understanding and thank him for his patience. Should he have any further concerns or require additional assistance, we encourage him to contact us directly.
Business Response
Date: 07/05/2024
We are very sorry for how upset this interaction has made our client. He is correct, initially we did not offer same day service as our evening scheduler did not have any openings. Due to the urgency of the situation, it was escalated to our scheduling manager who contacted the client the next morning to offer a same day appointment which was declined.
***** chose not to wait for our resolution and contacted another company. We will not pay for another company's repair, however, in an effort to resolve this situation, we are happy to reimburse him the original amount of $399 paid for the springs in 2017.
Customer Answer
Date: 07/05/2024
I am rejecting this response because:
Let me ask you if your tech was scheduled like the way he should have been would I have to spend $620.22 (plus $40.00 tip which I would have done regardless of which company) or $399.00 ?I am not even adding the inconvenience etc, that is life.
Had your evening scheduler communicated that it will be done 1st thing tomorrow that matter would have been over I even said to her that I have no choice but to call someone and pay them, she said do what you have to.
Why should I be "PENALIZED " for $220.22 for Reliable ************ INC not having adequate number of technicians or communication issues of their employees. This time I got a spring with 2 year warranty as I am sure that it will not be worth my while to get a 10 year warranty spring. The 10 year warranty spring is supposed to last for 70000 cycles it lasted less than *****. I am sure the spring I have ****** as a replacement is also of similar quality. A person gets a warrant for their peace of mind and when they are giving warranty on parts and labor then they should stand by it. And be decent enough to acknowledge their mistake ( which they have) and at same time not "penalize" me for their shortcomings. There is a lot of competition around and they will not survive in the market if they continue to penalize their customers for their short comings.
Business Response
Date: 07/08/2024
Please accept a refund of the original amount paid for the springs. Upon acceptance of this resolution, we will mail a check for $399 to the client's home. If this resolution is rejected, no further action will be taken.Customer Answer
Date: 07/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
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