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:04/25/2023

  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.

  I paid $1216.04 for garage door to be installed. I paid half down before work was done which was $608.02, and balance when work was to be finished. on 4/6 the balance was charged to my friends credit card thus payment in full. In error I also sent a check numbered #**** in amount of $608.02 which was cashed on 4/8 from 17 days ago. I called the company today at 1:37pm and spoke to ***** who stated my account was paid in full and didn't need to make a payment. I then asked him for the payment history on the account and said the $608.02 was paid at singing agreement and balance was paid at full. I then asked on exact details on when the amount was paid in full, he stated he couldn't figure it out, then ***** the bookkeeper came on the line and stated "oh, i think you over paid on your account? Hahaha." as i said i asked ***** on the status of my account and he stated i did not owe anything and it had been paid in full, he did not state oh and we cashed your check of $608.02 that we should not have cashed due to you already making the payment via credit card. ***** laughed and said "yes i found that out on the 10th" i asked if she had sent a refund check on the tenth or attempted to reach me to make a refund and she again stated no. I asked if she had called me at all over the 15 days that she had accepted my overpayment and known, she said no stating she hasn't reconciled the bank account for the company for the month of April. I stated "what effect does that have on the fact that you knowingly cashed my overpayment on an account that's paid in full and you have not called or reached out to me to fix the issue nor have you reached out today which is why i am calling to get my money refunded." All ***** did was laughed, and finally stated "I will put you down in our accounts as you don't want to do business with us," I said "no that is not what i am saying I would like to be refunded my money on my overpayment of my account" and she hung up on me.

  Business Response

  Date: 05/02/2023

  This customer did call **.  ****, not ****** clearly stated that it was an oversight she was finding just now.  We refunded payment as soon as the discrepancy was found.  **** tried to explain the process of our accounting department and how something like this would happen, but *** would not let her talk.  I watched her stop mid-sentence at least seven times.  She felt *** was being aggressive and our policy is that we do not work with aggressive people, because we send technicians to our customer's houses and we don't want them abused, either.  We refunded his payment, we did the work he required, we really don't think abusing a reporting agency is the right thing to do.  The BBB is concerned with actual abuse of companies of their customers. 

  When we receive payments, we cash them, then apply them to our customers, at which point we will realize if overpayment occurred.  *** called the day **** planned to call him to make arrangements for refund and she was nothing but pleasant and supportive of his complaint and wanted to rectify it immediately, but *** continued to be aggressive and abusive (gas-lighting, menacing speech patterns) until **** activated our abusive customer policy.  We still remained cordial over the phone and refunded his payment, but then we found this complaint in the mail.

  This is very disappointing.