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:03/11/2025

  Type:Customer Service 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.

  On August 30, 2023, I requested a quote and approved an order for two commercial overhead doors from ****** at Black Hills Overhead Doors in Rapid City, SD, for a seed warehouse set to be built in mid-September 2023. I discussed all parameters, including door width and ceiling height, and paid a 50% deposit of $9,878. I was informed it could take up to six weeks to receive the doors, with installation estimated to take two days. On October 1, 2023, I notified them that the building was ready and called multiple times afterward due to adverse weather and snow entering the facility. They installed one door without a motor or way to open it. During their first visit, I reiterated that the door track brackets must mount flush with the ceiling for the contractor to install the ceiling properly.
  
  A second crew came, requiring explanations again, only to claim the lift motor's shaft was on the wrong side. On their third visit, while I was away for work, they mounted the remotes in the wrong location, ignoring the marked spot by the walk-in door. By November, the project was still incomplete. I received a voicemail on November 20 from ******, saying they would finish the next day. However, the contractor later informed me the brackets were improperly installed, protruding up through the ceiling and preventing proper ceiling installation. I called Black Hills Doors again to fix the issue.
  
  Reluctantly, I paid the remaining $9,878 on January 10, 2024, but the doors were still non-functional. In March 2024, I received an additional bill for $154.59 to correct their mistakes, which I refuse to pay due to their inefficiency and errors.

  Business Response

  Date: 03/21/2025

  On
  August 31st, 2023, as per company policy for all door purchases, the
  required 50% deposit was received and the order for *** ****** was placed, on
  the same day. The average shipping/receiving times for garage door(s), at that
  time, was 6 weeks. However, this is not something we are able to control, as it
  is contingent on the manufacturing plant & shipping availability. During
  this time, we provided *** ****** with the manufacture issued shop drawings,
  which clearly indicate the minimum building requirement(s) needed, prior to
  installation.
  
  Shipping
  & load sheets, from ****** *****, confirm we did not receive 100% of Mr.
  Yetter’s order until mid-November 2023, which is why we were required to wait
  on installation. Our first arrival date was November 14th, 2023. Despite
  the numerous calls from *** ****** stating otherwise, his building was not ready
  for installation. During this initial visit the 20’ 2” x 14’ door was stacked
  in the opening and our technicians installed the revers angle for the 12’ x 12’
  door. Per the conversation with *** ******, we were not to install the 12’ x
  12’ door “unless he could run it” (meaning power was readily available for the
  motor) and that he “wanted to tin” prior to installation. Per his request, we
  did not complete installation during our first trip.
  
  Our
  second trip was delayed due to the holiday & took place during the last
  week of November. We were unable to complete the job as the “tin” the customer
  wanted for the inside, was still not completed. We then stacked the panels for
  the 12’ x 12’ door. Attached are pictures taken from this date of service,
  reflecting such.
  
  On
  December 6th, 2023, we arrived for the third time. During this trip
  we installed the Commercial operator, finished wiring & relocated the wall
  stations, as requested.
  
  The 4th & final trip took place on March 5th, 2024. The previously
  installed back-hangs had been moved by the customer, requiring us to adjust
  & re-do completed work. Additionally, we were required to make brand new
  back-hangs for the 12’ 2” x 14’ door. It was this trip we did bill the customer
  an additional $154.59 (minimum trip charge) for the additional services
  rendered. Although the payment terms are Net 30, we gave the customer a year to
  issue payment for this balance.
  
  Due
  to non-payment, we were finally forced to submit the owing balance to an
  external collection agency. It was not until this process happened on February
  15th, 2025; did *** ****** have something to say. At any time, he
  could have called to share his frustration or dispute the charge. However, he
  chose to do nothing, until he was held financially accountable.
  
  As a
  family owned & operated business, whose longevity is contingent on our
  customers, our goal is always to provide excellent services & products in a
  timely manner. However, *** ****** did not voice any issues or concerns and
  openly admits to refusing to issue payment (without communication), until he
  received his collections notice. The good news is should *** ****** pay the
  collection balance w/in 30 days, it will not have any damage to his credit
  score. 

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 don't know original cost to install but was asking $140 and change to be covered for the faulty install. That is simply it. No truck damage or anything just to right a wrong. Op bracket on 2 year old door fell out and hit our truck during holidays. Also for reference we have two separate doors and both installs were done differently for some reason. They were closed so had to find someone else in an emergency to come fix it. Called to speak with **** (1/9/25) who was "supposed" to call back.. to cover the $140 bill spoke with very rude **** on 1/10 since **** never did ( figured that would happen) and explained. He told me **** was snowmobiling ( must be nice to take consumer $$ off ****** work for fun) and hung up on me. Did let them know that I had photos. I did speak with a very kind lady in the office ( the only one). Still waiting and hoping that they care enough about their consumers to fix what was done. I do myself work for a company that does installs and has warrantees and if EVER AT ANY POINT an install fails or was incorrectly done at any point of the products life we take care of it as we are responsible for it and we own up to it. Just like you teach your kids when you make a mistake you fix it, by apologizing or doing what is right. That IS the correct way not only to be a GREAT HUMAN but to do business!

  Customer Answer

  Date: 01/14/2025

  Remove complaint as issues were resolved