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:11/11/2022

  Type:Product 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.

  Had purchased some higher end garage doors for our home. Allowed myself to be "up-sold" to side-mount motors. Up until now, they've been great. Unfortunately you cannot manually close these doors like the old ceiling-mount motors as they are held differently and the manual release does not allow the door to come down when wrapped with the braided cable. With this being said, the garage door was stuck open. Was able to get it don most of the way until ABC was able to get out (3 days later). Pretty excited to have it finally fixed, failed on me again 2 days later, only to be notified that, not only could they not come out for another 5+ days to fix there repair, but now we had to cancel a trip since we could not leave the house with the garage door WIDE open. They were ever so kind offer an emergency service though - cost will be somewhere in the $140+ range - We'll see if they even show up!

  Business Response

  Date: 11/18/2022

  Looking into this situation, yes, we did initially handled it badly.  We did get out to the customers house the same day and fixed the situation.  This complaint must have come in during the interim between the customers initial call and my Technician arriving at the site.

  This door was installed the end of 2018.  The customer did choose to have an extended warranty to 5 years.  Unfortunately, with new personal handling the call, we initially missed the warranty and the urgency of the situation.  Based on the information in our system, it is my understanding that the door and operator are fixed and working properly after my technician visit on the 11th.  I will take steps to educate my team to handle these types of scenarios in a better fashion in the future.

  If the door system is not working properly now, please let me know.

   

  Tom Schafer

   

  Customer Answer

  Date: 11/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  

  Mr. *******,

  Thank you for the response.  You are correct.  I believe Andrew (could be wrong on that) was the one I spoke with multiple times and he really, hate to say it, had no sense of urgency nor customer service skills whatsoever.  Jorge, on the other hand, worked overtime to make sure it was taken care of that same day and even stayed a couple minutes extra so I could get through traffic in order to explain to me all the details as to why it wasn't properly fixed the first time.  Very friendly, and quite the awesome personality.

  I hope this response finds you well and have a great Thanksgiving holiday.

  Kind Regards,
  

  
  
  
  ******* ****