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:04/02/2024

  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.

  On Thursday, March 28th, my mother hired Door-tex to look at her garage and fix it or replace the garage door opener. The door had been opening up and down, at random times.He came over and didn't inspect it, he just said it was the board. Said it would cost $400 to replace, so get a new one. We did, and yeah it was overpriced but that is our fault for not shopping around. He leaves, the next morning the problem is STILL HAPPENING! He comes over, unplugs a wire, says he'll be back a couple of days to install an external one.My mom got upset when she found out she could get a newer model for much cheaper at lowes and *********** She called them to vent this frustration, and after that, I left a couple of emails saying they are ripping off my mom. However, I wanted to get back to business so I also email him regarding more problems with my garage randomly opening and closing. He uses loaded words like harassment, and to me, it seems he didn't want to work. He went to the police station and said I was harassing him by sending him texts and emails. Texts and emails for him to honor his warranty and finish the installation he failed to do. He told the police we were happy, but excluded that in less than 24 hours the machine was at it again and were not happy.If this isn't a scam, please tell me what a scam is? This really should be criminal. To pretend you're so offended so you do not have to work is really disgusting, and running to the police station when no one even threatened him or anything like that.So this was yesterday he did that, and a police called me to stop asking him to email and text msg, which means stop asking him to fix the garage. He has the money and now I don't trust him.

  Business Response

  Date: 04/05/2024

  This is a classic case of buyers remorse. 
  
  The person who posted this complaint is not even the homeowner. We only deal with homeowners. He has sent over 30 emails 50+text messages calls  from private numbers. After we Started getting threats we exercise her right to perform any further business for them. Apparently they went shopping at big box stores and expected us to buy from a big box store and do the installation for $40. We are a small business we do not buy from big box stores, and we set our own pricing. We went above and beyond, because we understood this was elderly to ensure that they got the best machine with a battery back up system, along with free services that we extended.
  
  In the 34 years of doing business we have never come across anything like this. The police did get involved they did give him a firm warning to stop the harassment, otherwise that they would press charges against him. So, as far as our response goes, Im not clear on how to proceed other than supplying all of the emails, threats, accusations of racism, elderly abuse, etc. that we have been dealing with the last five days. At Door-Tex we have they honest and upfront reviews five star across-the-board Along with thousands of customers we have been central ***** best winners for garage door businesses. You cant win them all, but we also cannot respond to a disgruntled child, who feels that his mother was taking advantage of where everything was laid out in front of them of which way to go with replacing their opener. Any input is welcomed by you. When we went to the police station, all they did was need to see the amount of correspondence. And they called ****** and gave him the firm warning to leave us alone. We did nothing out of the scope of our practice that should bring this. They accused us of stealing their previous machine as they watched us, loading it on our trailer as a courtesy to haul off at any point they couldve stopped that but they decided to say that we were stealing from them. We agreed after all of the harassment that they could meet us at the police station, so that we had witnesses that they received their old machine back. But they are not willing to do that. It is not a safe environment to send my technician back to. So again, any feedback BBB Could provide we would definitely take it into consideration. But it needs to be the homeowner that makes the complaint not someone on their behalf.

  Customer Answer

  Date: 04/05/2024

  Complaint: 21518721
  
  He is gaslighting. I have the text msgs. The very next day, not even 24 hours, I texted him to say the garage door was acting up.

   

  I can dig up emails too. Most of them were to work to resolve the issue. Maybe had he replied to emails I wouldn't have to send him more. But the idea that I sent him 40 to 50 emails in a row that he never replied to is disingenuous.

   

  He can post the emails and in response I can, as well as screenshot for text messages.

   

  No one threatened him. He ran to the police because he couldn't do a good job of finding out why the garage door was still opening and closing, so he took some emails and started to pretend he was some kind of victim.

   

  His business isn't 30+ years old or close. Then in this area we have businesses that constantly change their name to avoid being associated with negative reviews. 

   

  He is very shady that everywhere I went I couldn't find his last name until he went to the police station. He lived very close to me.

   

  On one email they want to cancel my warranty because hostility. I'm was born but not born yesterday. 

   

  While I can't read minds, I find it hard to believe someone would be that thin skinned.

   

  If he can't honor his 1 year warranty, refund. Him going to the police and complaining about his customers he refuses to listen to speaks volumes.

  In my texts, the following morning my garage opened again. He came over and unplugged my wire and said it'd be there in two days.

   

  He did rip my mom off. The price was 568 and its not just big businesses, C and Z gave me an estimate of $150.

   

  Also, his deflection that he only deals with homeowners. I'm representing my mom here because she is Korean and can't type. She wanted me to do this.

   

  I said he rips off old Korean women. He's proving me right. 

   

  It's my mom's money he took and didn't come back after he disconnected the wire of the garage door opener. He was to come back and make an external wire. Instead of doing that it was simply easy to go to the police with a story. It should be illegal to use police to cover up your terrible business practices. It probably is.

   

   

  
  

  Business Response

  Date: 04/24/2024

  On March 27, 2024 we installed a new opener after a lengthy conversation  on March 21, 2024 in regard to the current status of their malfunctioning opener at the time. We went over options And the openers that we have available for sale, they decided to go with a new opener with the integrated technology  on the new  opener  which  was appealing to the homeowner's Son. We set the appointment for this installation.  When we arrived, we were asked to check their malfunctioning  opener. We did not charge for our extra time to do so and did test the opener giving the issues  and determined it had a bad board. The customer asked what it would cost to just fix the board We quoted a price including our labor they decided to move forward, and have a new opener installed with technology that was appealing to the child of the owner and who has created this complaint. We proceeded to install their new opener, which included an upgraded back up battery system. The owner is elderly and a previous customer. In case there should be any power outages as she does park in her garage. We thought having the back up battery option was a good fit in case she needed to get out of her garage if a power outage were to happen and also as a thank you for hiring us again for their Garage Door services. (This is not uncommon for us to add additional upgrades or services without additional charge to our previous customers.)  Unfortunately, after the installation, tutorial and free haul off of the old machine. The customers child decided to go online and compare pricing with big box stores. And sent information on a opener that was not the same manufacturer, did not have the same features and was on sale.  After being contacted regarding this other opener and the pricing of it they then  requested a refund, we explained that we do not compete with big box pricing, and would not be offering a refund.  Then we received a call for us to install all new wiring  within the walls which we did explain that we do not go through drywall, it is a pre-wired system which was functioning correctly. But, we did return to the residence to check the bell wiring. The opener was operating properly as well as the bell wire  and was tested without any issues. We strive to go above and beyond with our  service to our customers. We do not match big box store  garage door parts, openers or door pricing.  We did our best in the situation. The services were rendered, the customer paid in full and was present when we loaded their old opener for haul off. The  opener that we installed was in complete working order. We did advise them to separate their opener remotes  after programming pre existing remotes at no additional charge and the new remotes. We did advise with the remotes to be separated in their drawer that way if they opened the drawer, there would be no interaction with the other remote and not engage the opener.  At Door-Tex, we strive to go above and  beyond to meet our  customers needs. We thank you for the information. Unfortunately, we will not be offering a refund for our services for the materials provided. Door-Tex does not discriminate against  age, race, creed, religion or sexual  orientation. 

  Customer Answer

  Date: 04/25/2024

  *omplaint: 21518721
  
  *************************************************************************************

  First thing's first. Here is a link to all the *********** belt drive garage door openers. Every single one comes with a back up battery, so bragging that he gave us one out of the kindness of his heart, when it's on an entry model like he gave me, is disingenuous. In fact, every model is also supposed to come with a camera. He keeps talking about big box stores because they install garage doors for 100s cheaper, but refuses to acknowledge A and Z garage doors only charging $150 for installation. They are competitive and cheaper than the big box stores.

   

  When he went to the police, he did not disclose to the police that the garage door was still having problems. I have text messages I can send that shows the timeline from when he tells me he is coming over to install, to the following morning I tell him my garage door was open. This was before I told him that he ripped off my mom after I found out how much cheaper it is. He charged $568 to install a garage door opener that isn't very expensive and cheaper, not just in store chains, but in local places too. A and Z. My mother said, I believe she it was $150 they told her it would cost to install. I admit, I have buyers remorse, but he is ignoring the larger picture. My mom did express, as well as I, dissatisfaction when we found out the price difference. By this time, he had already come to my home to unplug a wire to determine if that was the problem, he said it was, and was to come over two days later. 
  
  Instead, and this is my opinion, I believe he felt embarassed that we know he ripped us off. So he immediately went to make sure to let us know he was doing something for Good Friday. I am not sure why he had to tell me this, but I notice a trend of people who have to flaunt that they are morally just people. And I questioned him on it, considering he ripped us off, and ***be he is proven me correct, ***be not.
  
  Again, I want to express this is my opinion, I welcome a rebuttal so everyone can hear his side of the story.
  
  I look forward to knowing the full extent of his side. I have sent messages saying I am open to talk, I apologize for the snyde remarks that *** have offended him. I understand we did just paid the man to go do come back in honor his warranty, considering he just installed it and it took him less than 30 minutes. 
  
  We email him that my garage door is blinking, and we do not know what it means. He doesn't even respond! Thankfully a *&G employee who came over and explained it to me, on April 6th when we had someone from *&G came and look to the garage, and this will be even more relevant later. I have other emails mentioning that the problem with my garage going up and down is still persisting. He didn't come the next day and saw nothing was wrong. When he came over, rather than fix our current garage door, he told us most likely the board is broken and it costs around $400 to replace. So he said we *** as well get a new one, and gave us a belt. I really wish he explained the difference, I would have preferred a chain one. He just said it's better which is very debatable, especially when you have been having your garage door open and close and would like to hear it when it is happening, because the app I have can lag behind several minutes. He then began ignoring my complaints altogether, which made everything worse. I got an email from the *** or something there, she has that under an email but with just her first name. 
  
  He or his assistant, I forget her name, but I do know that she nor ******* give out their name, even in the receipt which I am going to cover in a moment. They emailed me saying that we would have to go to a manufacturer's warranty, and her warranty is void and we are hostile. I mentioned I will right a review, somewhere in the convo, I think twice, he invoked the word defemation, which I felt to be extremely odd. If he feels like I am maliciously just attacking him, by stating the police statement I read shows nothing of him explaining he made a deal with a warranty, and he is supposed to come and install an external wire to the garage to the in door opener.
  
  If this is defation, please *** me then.
  
  So about the receipt., when asked about a it, he asked for my email. He emailed me, and I wouldn't check it until the next day or the day after. It was a pdf document of a screenshot of a picture with nothing on it. When I called, the female assistant or *** that I will be talking about along with *******, she said they were having an IT problem and send me a new pdf file screenshot with the info printed in, his name I believe just said *****. It looks like they took an a picture of a piece of paper on a camera phone, and made it into a pdf file, which is very strange to me. The 2nd time they sent the screenshot, which I have saved, it just has the price, $568 and his name part would be printed as ************ believe.
   
  
  So he knows the problem. The machine is still acting up. Before any type of drama, we had him come over and again, say he'd be back in 2 days. He took out the wire. This is important. While the whire was out, we had a few incidents and questions, that he would not answer, why my garage door light was blinking. So after a few days, I decide to put the wire in myself. I never did this before and have no idea why the wire is not fitting inside there right. So we call a garage door person from *&G.
  
  *&G came over and said everything was fine, except for a wire. The wire he took out, and the wire I tried to put in. He said the wire wasn't put in all the way. He then fixed it. He also added some bolts to my garage for something, I can't remember why. And I want to make it clear this was all free! He didn't ask for a dime when he was finished. So, when ******* took out the wire, the main problem we had with the last garage door opener was the garage was going up and down. One thing that shocked us was how fast ******* was done with the garage door. Since the * & G guy came over and put in the wire correctly, after I messed it up, so far I haven't had any problems. I don't know, but if I had to guess, I am going to guess that the speed at which ******* was able to complete the garage door installation, he *** have messed up in putting in the wire correctly. 
  
  My mom had a long conversation with a police officer and gave a lot more context. The lady, who is not the same lady who called us, she listened for a very long time to both of us and think we should take him to criminal court. So this idea that a police lady unanymously agreed with him isn't true. She isn't to even ask my side of the story, I was told, she was only to tell us we're not allowed to talk to him because he filed a complaint.
  
  I am in utter shock someone goes to the police station to do this to a customer. And he told us he remembers doing business with us before; We had a sticker in the garage with his company, and he took it and put a new one. That is how we came to call him and only him. Although the lady says she didn't recall my address in her computer, he said he recognized it when he came over. I mean, he lives probably 5 minutes away driving, so for him to not honor his warranty is weird. I thought he *** have had a long commute.
  
  The worst of it all, is he ripped off my mom. My mom is the sweetiest lady you've met. She spent over 30 minutes on the phone with ***************** explaining her side of the story, to a polite ear from an officer who told us we should probably go to small claims court. Apparently, the threshold to claim harassment in a police statement and getting an officer to call is very small.
  
  Then something I didn't want to have to mention. Strangely, the day after you went to the police, I got 3 spoof phone calls in a row, that said Amazon on it. The number used, it lead to nothing, and two voice mails were left behind of a man and a woman chucking, taunting. I didn't mention it in my review or mention it until now because I figure he said things like defemation, I can't say what I believe is him talking, I mean I believe I recognize the voices and so does my mom, who was so distressed when she heard the taunting voice mails. I haven't answered my phone to that day. My mom has lived in ******* for 40 years, and has never seen anyone she trusted, someone she gave money to do for a service, behave like this, allegedly, if it's true. I do not want to get in legal trouble so I want to make it clear I am not formaling accusing ******************. I made sure to go to the police station so they could hear my side of the story and also listen to the taunting voice mails, shortly before I came on here and filed my review and complaint. I am not adding that in the review because I have to prove it, but I can bring it up to you and tell you here, with a mediator, I will elaborate further, but I want to mention:
  
  My mom, will figure out what her next course of action is.
  
  I wish we could have worked it out and I hope the conversation can be archived and given to my potential future legal team should they request it. As you have requested that I not contact you, and I suppose that means you can't contact us. I even apologized to you, saying if you were offended I apologized. I actually meant it. Please do not bother us. We are shocked someone could go to the police and them be so brazen to taunt us the next day, allegedly.  Thankfully for current technology, backing up the voice mails were very easy to do, because I played them loud and it's very easy to distinguish the voices. Especially the way ****************** forces his laugh, allegedly, in my personal opinion, not formally accusing yet. You'll be surprised when you have a chance to hear it and I honestly look forward to, if it goes to court, a chance for people to listen to the audio recording after listening to you talk, and say it isn't you. I'm so confident that that the audio recording itself will have any easier time convincing people than I can,that I didn't just put it on my P*, I have it on the cloud just in case. Also, the voicemail taunt has made us so worried, we never had anyone do that to us, we're getting cameras installed. I looked up the company with Bing **, and it says he is ******* is the the Principal.. something, and she(The co-worker who talked to us on the phone) proclaimed herself *** in another email. The ** said the company has 6 employees, so do we have to worry about retribution from them too? If their top two ranked employees are sold ****** to *** have possibly went to the police, claim harassment in a statement, have them call me to not contact him, and yet he contacts me the next day. It sounds like he wasn't really harassed to me, but again, these are just my opinons for now.
  
  You claim I misjudged you as a *hristian. You brought up *hurch and I apologize for what I said. Maybe I have misjudged you as a fellow *hristian. At the end of the day, I forgive you. However, that doesn't mean I do not feel you ripped off my mom, who is a very sweed lady who has a hard time with her English, and lives on a fixed income. Also I am really pro justice. You can still forgive someone who you feel has wronged you and seek justice. 
  
  Have a blessed day ******************.

   

   

  
  
  Regards,
  
  *************************