Complaints

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• Initial Complaint

  Date:09/18/2023

  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.

  Brentwood Door was highly recommended an works with multiple builders I know.Our only experience was with new construction.When I contacted them to replace an existing door on my own home, they caused extreme damage to my house, stole the new silver hardware that came with the new door and tried telling me the old ***** hardware was the new... while I saw the installer put the new in his truck, ripped out my electric near a light in my garage, causing cracks on the sheetrock, left the electric not working on my light or the new door. Then the automatic door could only be used after they took an extension cord and dragged it across the floor. Outside the door could not be locked endangering the home and nearly pinching fingers as we had to push the unlocked door up manually and pull it down while avoiding the folds folding on our fingers.The owner came out and was very nice and said it would all be fixed. A year later and two visits later the same tech came out a replugged in the broken electric, did not put the outside k*** on, and never fixed the damage and left. They mad another appointment for 10:30 in front of a witness on speaker to come down, and I emphatically said, today is fine when they called. They turned it down. They asked for **** and I said no later than **** as I had to be in *** and the east end in the same day and could only do both if it was early. I waited from ****** and NO SHOW. Called and was told I had the time wrong.I called back trying to get them reset and a woman answered and said she was tired of them trying to collect their money and they just wanted a check.Exactly. Talented company, too tired to finish the job so taking it out on customers.Still not fixed and not returning calls, and demanding money though they ruined by existing door, that was at least locked. Waiting for a handle, and or the opener to work. We had an electrician fix the electric and would like an adjustment. Office is not returning my call.

  Business Response

  Date: 09/25/2023

  *********************** has used every tactic to avoid paying her invoice. The door and motor were installed on 5/13/2022. She personally requested no outside lock on door, because the motor locks the door. I have had no less than 4 appointments scheduled with her and every time she is a no show. We have called her multiple times and received no response. The last appointment she is referring to was for 11:30 am and again she was a no show. She has refused to show us a bill for the supposed electrician. Her last excuse for cancelling an appointment to fix the door was the garage was packed and we could not get in. The door must operate or they could not get items in and out of the garage. 

  This complaint is being filed by ***************** due to a small claims action filed against her for non-payment.