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Business Profile

Garage Doors

Samson Garage Doors
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:11/14/2023

    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.

    I have been patience and Understanding, how ever during my last & Finally service 
    Call visit. UPON the ARRIVAL, the First thing the technician did was got off the phone and told. - me

    before determining why the dooR WAS still screeching when Closing." that his manager said to tell me they did not want to keep coming back And next time there will be A $75.00. Service Fee (They will not nickel/ dime me) 
    It's only been 3 months, SINCE I had these new dooks purchased installed. Each time I had to not once CALL FOR SAME DAY service, but instead had to leave a couple messages & texts.Yet per possible of their website -stated same day service. See 1st attachment.  I No longer want this company to come back to my home for any services. They are are no longer welcome 
    "Customer Beware" Notice

    Sincerely,

    ******* ****


    Business Response

    Date: 11/14/2023

    We acknowledge your concerns and appreciate the opportunity to address them. We pride ourselves on delivering high-quality service, and we regret any inconvenience you may have experienced.
    Upon reviewing our records, it's important to clarify the timeline of events. 

    May, 15th, 2023                                                                                                                                                                                                                                Contract signed and deposit received.

    June 12th , 2023 
    Installation day , after the installation, we received a request for a discount, this request is outside our policy, discounts are applied before contracts are signed and installs are performed we declined the request since there was no basis for a discount , you signed upon the conclusion of the install and called in payment to our offices. 

    Oct 9th, 2023
    Complaint that there was a screeching noise coming from your garage door ,we sent a technician out ( free service call ) and saw that it was not anything to do with our installation  but was the subsequent coil-stock installation by another company.  And yes our service tech did mention to you that any additional calls for issues not related to any work we had performed as for example with the above named issue, then there would be a service fee applied which is standard practice for service companies.

    Complaint / Same Day Service  
    It's worth noting that our standard operating hours are on weekdays, our ability to respond immediately is limited during weekends when our office is closed.
    We proposed revisiting your location for further assistance, but regrettably, you declined our offer. We always aim to provide comprehensive support, and we remain open to resolving any outstanding issues.
     We value your business and are committed to ensuring your satisfaction. If you are open to further discussion, please feel free to contact us directly so that we can work towards a resolution.

    Customer Answer

    Date: 12/05/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    ** ****-Oct the 9th (they were already aware of this issues, was the sec call to them regarding the door screeching sound (which they thought was fixed the first visit) .  The same tech finally realized the problem-as they stated. My concern is they are trying to blame this on the other company- who put the new siding/along with the trim siding that (wrapped ) around my garage doors (which I had done almost 3 years ago, so why didn’t they not see that during the initial installed of the garage doors. To make sure there wouldn’t be an issue?  Thank you




    Regards,



    ******* ****

    Business Response

    Date: 12/13/2023

    In response to ******* complaint regarding the screeching noise- per out tech completion notes for that Oct 9th appointment it was  pointed out to her that whomever installed or serviced the siding to her home it now caused an overlap on her garage door that resulted in the noise that she described. I also would like to point out that upon completion of her install on June 12th until Aug 2nd  which is almost a full two month time there was no complaint of any screeching noises, reasonable thinking would deduct that there would be some kind of call once the doors were installed regarding that, which there was not. Whether it is due to her siding company or possibly to someone who lives at her residence that adjusted or touched her siding that issue should not fall upon us. We pride ourselves on our installs and service we would also like to state that we had offered to come out again to her residence at no charge which she refused. 


    Customer Answer

    Date: 12/28/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


     

    From: ******* **** *************************
    Date: Tue, Dec 26, 2023 at 9:18 AM
    Subject: Fwd: FW:


    Good Morning ******** see the attached additional feedback from window world-“The other company” and my fu email response to Samson sent below on 12-19.

    From: ****** ********
    Sent: Tuesday, December 19, 2023 8:01 AM
    To: ************************ ************************
    Subject: FW:

     

    ********

    My apologies for not getting this out to you sooner, Tess who has been communicating with you has been out of the office with an illness since I sent this prior email to her.

    I hope this helps with getting your garage door issues resolved

    Regards,




    ******* ****

    Business Response

    Date: 12/28/2023

    In response to ******* complaint regarding the screeching noise- per out tech completion notes for that Oct 9th appointment it was  pointed out to her that whomever installed or serviced the siding to her home it now caused an overlap on her garage door that resulted in the noise that she described. I also would like to point out that upon completion of her install on June 12th until Aug 2nd  which is almost a full two month time there was no complaint of any screeching noises, reasonable thinking would deduct that there would be some kind of call once the doors were installed regarding that, which there was not. Whether it is due to her siding company or possibly to someone who lives at her residence that adjusted or touched her siding that issue should not fall upon us. We pride ourselves on our installs and service we would also like to state that we had offered to come out again to her residence at no charge which she refused. 

    Customer Answer

    Date: 12/29/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appeared  you haven’t address my concern-pls provide a partial refund and  I will no longer need any future services from your company . To assist us in bringing this matter to a close, we would like to know your view on the matter.]



    Regards,


    ******* ****

  • Initial Complaint

    Date:10/23/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Phone calls have not been returned.

    Customer Answer

    Date: 10/24/2023


    ******* ******
    8:43 AM (1 minute ago)
    to me

    Hello.

    Please close it out .  It has been resolved.

    Thanks,

    ******* ****** 

  • Initial Complaint

    Date:09/06/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    To whom it may concern,
    I hired Samson Garage Doors to replace 2 garage doors. On 08/17, 2 technical people came and installed both garage doors and I paid the full price $3500. Before they left, I was told another person would seal the garage door frame with caulking very shortly. But in past 20 days, this person never showed up. I called customer service twice and was told the same thing, another person would come and finish the job shortly. The truth is this person never comes. Please help me contact Samson Garage Doors and resolve this problem.

    Much appreciated.
    Thanks

    ***** **** ********** **** *** ********** ** ***** ***** ***** ** *****

    Customer Answer

    Date: 09/08/2022


    **** **** ************************
    1:46 PM (7 minutes ago)
    to me


    This afternoon, the company sent a person to complete this job.
    Thank you for all your help. Much appreciated.
    ****

Samson Garage Doors is BBB Accredited.

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