Complaints

This profile includes complaints for First Call Garage Doors LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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First Call Garage Doors LLC has 3 locations, listed below.

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  First Call Garage Doors LLC

  20527 FM 1093 RD STE A-2 Richmond, TX 77407

  
• 

  First Call Garage Doors LLC

  11569 S Highway 6 Ste 171 Sugar Land, TX 77498-4932

  
• 

  First Call Garage Doors LLC

  20527 FM 1093 Rd Ste B205 Richmond, TX 77407-9521

  

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:02/20/2024

  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.

  We purchased a very expensive garage door that was to be ultra quiet and double insulated. This is new construction house and after 3 inspections all of them failed the door for not being lined right and making too much noise. I gave the company the reports and all they could do is lie and make up false stories that it was not the door but something else. That is a lie. They installed the door and nobody has been in the house yet. The door was loud from day one and they never fixed it. Now they want to act like its not them and avoid fixing a door that was over $6000! I expect them to fix the door and not charge as it is their responsiblity. The door has only been on a couple of months and nobody has even parked in that garage

  Business Response

  Date: 02/21/2024

  The new garage door was installed on 12/19/2023 and was working perfectly since day 1, we had no knowledge or any concerns expressed by Ms. ********* until 2/14/2024. First Call Garage Door received an email from Ms. ********* on 2/14/2024 with the concern that garage door was making a loud noise and that had failed the inspection, a technician was dispatched on that day 2/14/2024 in the afternoon to check on the garage door and the report from technician is that the garage door was painted after the installation, there is an excess of paint between panels which make the paint stick one panel and the other panel, and the reason why the garage door is making the loud noise, but still the technician lubricated the garage door tracks, wheels, springs and checked that the garage door opener and it was working properly, we notified Ms. ********* about what technician found and explained to her about the paint. On 2/20/2024 Ms. ********* send the inspection report for the garage door and as I explain before technician lubricated the door, we requested Ms. ********* to be present on the site so the technician can explain the reason why the garage door was making the sound and also to let her know the solution and Ms. ********* did not agree to meet with the technician and that we have to repair it. In conclusion the technician fixed the problem on 2/20/2024 by removing and cleaning excess paint. There are attached pictures to this response.

  Customer Answer

  Date: 02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:12/15/2022

  Type:Product 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.

  01/22/2021 First call garage came to service garage door as it was creaking. Husband was told - the spring needs to be replaced. We paid $480 for the new spring.
  12/14/2022 First call garage door (same technican) - Tony came for a suspected warranty repair and incorrectly diagnosed the issue as a bad motor. The garage door was making a creaky sound and shaking. Technician said (without looking) its a gear/sproket or a bad motor. Tried to upsell me to try and replace motor and charge for $700. I asked him what the problem was and without even looking at it he said the motor needs to be replaced. He also told me that the gear/sproket can't be fixed.
  Got a second opinion to see if it can be repaired and turns out it wasn't the motor at all. The previous work they didn't connect the bar correctly to the studs and the bar had come off the wall and that was the cause. Second guy fixed it and now my garage door works fine. The door is fine, the motor is fine, the gear sproket is fine. Reached out to business owner asking for refund for all services and he is refusing to refund the money.
  In my opinion the business owner (Michael and technician Tony) don't want to help customers, they only want to make money by upselling unnecessary services and options. They also meet customers when they have a problem that they know very little about and so are most vulnerable to be cheated and pried upon. Terrible business ethic, unsavory business men and bad service provider over all.

  Business Response

  Date: 12/16/2022

  To Whom It May Concern,

  Mr. Tony was there at property listed on this complain to check the garage door, when the customer call to have someone there to check the problem the homeowner (customer) wanted to cover the garage door opener under a warranty that doesn't exist since First Call Garage Doors did not install the garage door opener, but customers was affirming that we did, Mr. Michael not the owner but the person in the office answering the phone explained that the job we performed on 01/22/2022 was a broken spring replacement and the warranty only applies to the parts that we replaced on that job (spring, bearings, drums, etc) we did also explain that there will be a fee of $60.00 to come out there including service to the doors like lubricate, which what our technician did, Mr. Tony explained that a part in the opener was damaged due to regular worn out and explain that can be repaired and suggested to replace the garage door opener, so they won't have any problems in the future, Mr. Tony provided the estimate of $369.00 for the parts and $180.00 for the labor Not a $700 estimate as she mentioned it, the unit was going to be a better-quality unit of what is currently on the property is optional to the homeowner (customer to move forward). We charged the services call fee agreed from customer and First Call Garage Doors. We received a text message requesting a refund that we never refused to refund in fact we did refund it $60.00 to the method payment that customer provided, please see attached receipt. Customer also requested the money that was paid to another company she called as a second opinion which we agree to refund if she can provide with the receipt explaining what the problem was and the fixed. In order to issue the refund, we need to note the reason what we are issuing the refund, customer just keep complaining and that she did not get any receipt from other company, so I explained that when we received that we would issue the refund, while I am writing this, customer sent the receipt that she denied did not had on 12/15/2022. While I am writing this process will continue and refund the $65.00 that she paid to the other company as we agreed. She requested a refund of a job that was completed 2yrs ago, that refund that we feel is not fair as a company since this job was already completed and customer did not have any issues with the job that our company performed back then, the problem on 12/14/2022 was the opener and you can see that on the customer that the second opinion wrote on their receipt. A refund will be in process for the $480.00 not for the reason that customer is right is because this is a family business, and we have families to raise and take care of and not wasting time to keep texting a customer when they do not want to hear reasonable. Any questions in regards this complain or if you need me to send proof of the process feel free to call me at ***********. Thank you

  Customer Answer

  Date: 12/31/2022

  Better Business Bureau:
  
  
  
  This letter is to inform you that First Call Garage Doors LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/15/2022 and assigned ID ********.
  
  
  
  Regards,