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Business Profile

Garage Doors

Universal Garage Door Services
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:03/14/2025

    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.
    3-6-2025 They came out to analyze my garage door for choice home warranty and they will not send me a copy of the technicians report and the 35 pictures they send them.
    I paid them to do the evaluation for Choice and paid them $ 60.00 and now Pamela tells me I have to get all this information from Choice and Choice tells me I have to get it from Universal garage door, I have spent 3 days trying to resolve this and neither party will help.
    Thanks ***.

    Business Response

    Date: 03/17/2025

    Universal Garage Door Services (UGDS)  contracts w/Choice Home Warranty (CHW) to provide Inspection and Diagnostics for Garage Opener/Door Issues. CHW requires UGDS collects a service call fee of $60.00 upon arrival.  UGDS then gathers information related to the issue the customer is having and completes an online diagnosis and uploads photos to this portal.  

    The reported issue was the door would not open.  Broken gear assembly due to excessive force caused by neglect/lack of proper maintenance and the force limits had been tampered with reset at highest settings (not recommended by the manufacturer).Due to the lack of maintenance and system tampering the door was able to free fall making this a seriously dangerous situation.

    The inspection included a damage/cracked & bent door panel (not covered by warranty) 

    The door was out of balance, indicating torsion systems had not been maintained properly to lift the door and had damaged the door. Rollers are worn and fatigued causing resistance to a smooth operation.

    Customer has harassed our office incessantly to obtain a signed paper copy of the diagnosis and the photos-we have submitted online to CHW,  the customer reported to us last week he had received the photos (10 Total) and we have provided him multiple lines of communication and verbiage.  His out of pocket was $60. 

    It is at the sole discretion of CHW as to the coverage and the service we provide is for CHW to make a decision as to the contract. 

    Universal Garage Door Services

     

    Customer Answer

    Date: 03/18/2025



    Complaint: ********



    I am rejecting this response because:



    Sincerely,



    *** ******

    I will take pictures on March 24 and send them to you the door open and closes my wife. Does it with one hand like I said it takes 11 pounds of pressure to raise 10 to close. If they really wanted to see the truth they would’ve came to my house the he wanted to sell me a new door even as he has left he was trying to sell me a new door or a bunch of repairs that are on needed. I will get those pictures to you March 24. Thank you. This still does not excuse anyone from sending me the report that has been written and the pictures 35 of them for the $60 I paid. Thank you.

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