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Business Profile

Garage Doors

Freeport Garage Door Co., Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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:08/07/2023

    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.
    We purchased a custom ****** ADS garage door from Freeport Garage Door (FGD) in April 2021. The total cost of the door was $15K and we paid FGD $10K thus far. The door was received and installed in October 2021, however the door was damaged upon arrival and both FGD and ****** were notified immediately, both by phone and email. After months of discussion, the door was removed, we were told it was being refinished and reinstalled in May 2022 - but the finish was (and is) still unacceptable. The door arrived with the finish chipping and peeling it looks as if it was installed without the proper "dry" time between the panels (as seen in the photos). Once again FGD and ****** were notified immediately. FGD advised us that they were working with ****** to correct the issue and as of April 2023 we were advised that they were starting over - to which we requested clarification. There was no contact made after that email and then we received a letter dated July 2023, stating that ****** "concluded that the finish on the product is perfect" and FGD demanded payment of the balance since "this has been going on way too long". The finish is far from perfect for what we were charged and even paid to date, and FGD needs to come to a better resolution on our behalf since we purchased the door from them. We do not and did not agree to a subpar product especially for the price paid to date and additional monies being requested.We see that FGD had the same issue with another customer only about a year ago.

    Business Response

    Date: 09/08/2023

    We met with ** ***** ****************** with the manufacturer.  The manufacturer **************** is making them a brand new door with a new finish.  Hopefully this will resolve all issues with all parties. 

Freeport Garage Door Co., Inc. is BBB Accredited.

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