Complaints

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• Initial Complaint

  Date:04/26/2025

  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.

  Called for a free estimate to add a new opener to a single-car garage door. Went ahead with the $599 estimate. Noticed when the technical was gone that the dangerous spring loaded openers were still in place. My other garage door opener vendor had discussed the danger of these and I thought it was included since I mentioned it to the ProLift installer. When I called to have them removed, ***** (owner) said they should have mentioned this and offered it at the time, so he gave me a discount and had another technician come and replace the springs for another $570. After she left, my other garage door had no power. She came back the next day to repair what she had cut by accident. Meanwhile, I'm trying to figure out what gauge of extension cord to use because the first tech pulled a random cord out of my cabinet and hooked up the opener to it and told me I should get a 15' cord so it doesn't drape. I called ***** for the opener information and when I looked up the manual online, I found a WARNING on page 20: "DO NOT use an extension cord." ***** is out of town for the weekend, but he is answering texts. Again, he's sorry they sometimes do that temporarily if there is no outlet within reach until I can get an electrician out to install one. First time I'm hearing any of this! Last communication from him says I can pull the red cord to the rear and disconnect the motor if I'm worried about fire. I want my money back for the spring-loaded lifts installation and I do not want them on my property again. I also want it on record that this company does not follow safety guidelines, communicate honestly with the customer, or check their work.

  

  Business Response

  Date: 04/27/2025

  We made a mistake. My technician installed a garage door opener with an extension cord which is against the manufacturer guidelines. The fix is to remove the extension cord and plug the opener directly into an electrical outlet. We also did not communicate properly and not attempt to upsell the customer to new springs on the first trip, so she called to request new springs and we had to come back on a second trip. 

  

  Business Response

  Date: 04/28/2025

  I feel like I should have elaborated further.
  
  The springs and the motor are separate components of the garage door. The customer requested a motor install, so we installed the motor and charged $599. My technician should have looked at the springs and offered to upsell her to a spring replacement as well, which would have been an additional $570. My tech did not do this, so when the customer called back to request new springs, we came back a second time and installed new springs for $570. 
  
  These are separate components and the one is not included in the other, which I think may be a source of confusion. The price would have been $599 + $570 whether we did the work in one trip or two, so there is no basis for a refund. 
  
  The only thing we DID do wrong was to install a garage door opener with an extension cord which is against manufacturer guidelines. Yes, there is a big red warning in the user manual but a cord run outside the wall will perform the same as a cord run inside the wall, and if there WAS an issue with the extension cord, the breaker will pop long before there is any risk of fire. However, the customer is correct that we did not follow the manufacturer guidelines for installing the opener, so the fix I recommend is to unplug the extension cord and plug the unit directly into the wall.