Complaints

This profile includes complaints for Superior Door's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Superior Door

  8840 S 137th Cir Ste 3 Omaha, NE 68138-3706

  
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  Superior Door

  2061 Jennings Ave Council Blfs, IA 51503-8733

  

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:04/28/2025

  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.

  On 4/21/25 I scheduled a "Free Residential Garage Door and Operator Estimate" through the website of the company, *********************************. Later that day I received a phone call to confirm the appointment.
  
  On 4/22/25, Superior Door sent a technician to my home. The technician introduced himself and informed me of how pricing works with their company. I was not made aware, either at the time of booking nor during the confirmation call the previous day, that the company charged a "Diagnostic Fee". The technician listened to my concerns and then proceeded to call his supervisor. After he finished on the phone, he apologized for the miscommunication and then stated that since he had not inspected my doors nor had he touched them, we would just cancel the appointment.
  
  Then on 4/28/25, I received an email from Superior Door with an invoice for "Residential Door Services - Diagnostic Fee" stating I needed to pay $87.98. The technician did not provide any diagnostic nor did he provide any service related to the initial scheduled appointment.
  
  "Free Residential Garage door and Operator Estimate.
  We hope you're doing well. At Superior Door, we understand the importance of a properly functioning and secure garage door for your property. We're excited to offer you a complimentary garage door estimate appointment to assess your needs and provide you with accurate information for your upcoming project.
  
  During this appointment, our skilled professionals will:
  Thoroughly inspect your existing garage door and its components, including springs, cables, tracks, and panels.
  Assess any specific concerns or issues you might have with the door's performance or appearance.
  Discuss your preferences and style choices if you're considering a replacement or upgrade.
  Provide you with a detailed breakdown of potential solutions, including cost estimates and timeline considerations."
  
  None of the services were provided.
  
  I believe this company is trying to extort money from me.

  

  Business Response

  Date: 06/06/2025

  Our full responses to the complaint are in the pdf attached with the attachments showing in the correct locations. Here is the written response just incase. Attachments in parenthesis correlate to the named attachments in the zip file.  

  We received an online book from *** **** on 4/19/25 scheduling a “Free Residential Garage Door and Operator Estimate” for Tuesday 4/22/25 between 2-4pm.

  (**** - Attachment 1)

  We then received another online booking on 4/21/22 scheduling another “Free Residential Garage Door and Operator Estimate” for 4/22/25 between 8-10am.

  (**** - Attachment 2)

  Due to the duplication of appointments with the only difference being the arrival time I, ****** ********, called *** **** to verify his exact expectations for arrival and what he was looking for in this appointment. I recorded my notes in my CRM software which I have included below with time and date stamps. When I called, he verified he wanted the morning arrival time so I canceled the afternoon appointment that was originally scheduled, which you can see from the screenshot of our CRM that the status of the job is canceled. 

  (**** - Attachment 3)

  During that conversation with *** **** I asked if he was looking for a new door or operator as that is what the “Free Residential Garage Door and Operator Estimate” was for. Having this scheduled would allow us to have one of our sales representatives out instead of a technician for servicing. *** **** stated he needed a technician not a sales representative as he was looking to figure out what was wrong with his door. This is when I let him know that it would be a Diagnostic Appointment. He said okay and I switched it in my system to reflect this and sent a technician out to him per his requests. 

  (**** - Attachment 4)
  
  Our policy with all our technicians is that they need to be upfront and honest with pricing and cost before doing any work or diagnostics, however, before I sent **** our technician out I let him know about the interaction I had with *** **** on the phone and made it very clear that he needed to reiterate this to him. Once he was onsite, I received a call from the technician stating that he wanted someone to “Look over the door and see if he needed a new one.” Due to the wording I let our technician, ****, know that if he is looking for a new door he could gather measurements and pictures and the office staff would create an estimate for him for a replacement door. I let him know that if *** **** did not want an estimate on a replacement and instead wanted to know what was wrong with the door and to potentially have us service the door it would become a diagnostics fee.This is the process for all our initial service calls. We send out a technician to the job to diagnose the problem and let the customer know what exactly is wrong with the door. They then will let the homeowner know what it would take to fix the door and the cost to do so. If the customer chooses to continue with the service the diagnostic fee is waived and it is just the cost proposed to the customer at the time of diagnosis. If they decline the service it is just the diagnostics fee that is charged, as they now have the knowledge from my company to then call other companies or fix the issue themselves, this diagnostics fee is to cover the knowledge, experience, and the time and gas it takes to help the customers during these visits, which is why I asked originally for his expectations for this call. 
  My technician let me know that he was having multiple people come out for what I assumed was to do an estimate on getting a replacement door. I ended the call with my technician with this statement, “If he wants an estimate for a new door we can email him one or if he wants service and still wants to shop around, to let us know if he would like us to return and we can schedule a time for a technician to come out. 
  Due to not knowing at that time what *** **** would let **** know to not charge the diagnostics fee. I left the job open until we heard back from him, so that we could easily jump back into either an estimate or service. Our accounting team saw this was still open after a week and assumed it needed to be collected and sent an invoice out for the Diagnostics fee, which I did not catch until *** **** called in and asked about the charge. 
  

  (**** - Attachment 5)
  
  *** **** called in and spoke with our General Manager, **** ********, about the invoice to which **** apologized for the inconvenience and explained that the accounting department made a mistake in sending this and that he would fix it in our system. He waived the diagnostics fee while on the call and followed up the phone call with an email from our system showing the zero dollar balance. You can see the actions, time, and date that this was all completed with our CRM system which is pictured below.
  In looking at the above picture you can see when I added the private note that is attached above as well as when the accounting department sent the original invoice of $87.98. You then see that the same day not even an hour later **** changed the invoice to $0.00 and then sent the invoice to *** ****. Our CRM system also shows us that the email was delivered, opened, and viewed by *** **** multiple times. This is pictured below.
  

  (**** - Attachment 6)

  We fixed the invoice and did not seek additional payment after the invoice was fixed by our General Manager and did apologize for the inconvenience. No further contact was made and will not as we have marked as a do not service in our system so no further action will be taken from our CRM software. This is pictured below. You can see that the check mark is on by the “Do not service.”
  

  (**** - Attachment 7)

  If you have additional questions on the series of events or on the information provided please let us know. We apologize for any inconvenience this may have caused the BBB and appreciate the time and opportunity to state our side of this interaction.

  Customer Answer

  Date: 06/09/2025

  
  
  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.

  I would like to clarify that I did try to contact the BBB to let them know that your company worked with me to zero out the balance. I was told that the case would stay open until a response was received from the company.

  I appreciate your company working with me to clear things up.

  
  
  
  Sincerely,
  
  
  
  ****** ****