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:06/23/2025

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I had a garage door that worked 90% if the time.  The company left me with a garage door that does not work at all.  I do not accept their diagnosis nor their explanation for the remedy, nor their statement on what happened. 

  I was able to demonstrate how I could re-engage the garage door to work by releasing the door.  I could then press the door opener and the door would open.  Never once did I Have a problem with the door closing and the issue with the door opening only happened ~ 25% of the time.  There was never any problem with the motor or the electrical components, it was always with the trolly being dislodge from the lift.  I maintain the company broke my garage door in an attempt to sell me a completely new system.  They left without explaining my garage was not locked and could easily be opened by anyone or explaining why they could not fix my door.

   

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

  
  t the technicians broke my entire garage door opening system they said there was nothing they could do but they wouldn't charge me for the service call and their technicians would leave, and then they hung up on ***** garage door opener is now completely broken.I am seeking complete repair of my garage door opener.

  

  Business Response

  Date: 07/14/2025

  Case #********
  
  
  About the complaint from Ms. **** ********, these are the facts presented to me by the two technicians. It is worth mentioning that the one lead technician has 18 years of experience installing and servicing garage doors and motors.
  
  We were requested by Ms. ******** to work on her electric garage door motor that was not functioning properly. When the technicians arrived on site, the lead technician asked for instructions as to what the customer thought was the problem. Ms. ******** informed them that she could not operate the door unless it was disconnected from the motor rail trolley and that the motor worked intermittently when she pushed the wall button several times. When they started trouble shooting, the technician found the motor would not operate the trolley and the motor simply made a humming noise. Normal protocol from the manufacturer (Liftmaster/***********) dictates three basic items to replace when the motor fails to operate.
  
  1. Replace the travel module
  
  2. Replace the circuit board
  
  3. Replace the capacitor
  
  
  All three of these were attempted replacing one at a time without success. The technicians related their findings to Ms. ******** stating this usually indicates a defective motor and possible replacement. Ms. ******** insisted the problem was due to the trolley mechanism being faulty and not the motor. Since the motor was not working properly and only functioning intermittently, the technician related this may indicate that there could be a serious issue with the motor itself and possibly at the end of its life.
  
  The technicians then re-installed all the original parts, removing the three new ones they had previously installed since the motor still did not function properly. Once the technicians re-installed the original parts, the motor would not hum or make any movement at all. This typically is a tell-tale indicator the motor was at the end of its life expectancy.
  
  Ms. ******** insisted the technicians broke her motor and she wanted it restored to its original state. We assumed this was an impossibility since the motor would not function once the original parts were re-installed. We continued to insist she needed a new motor, but Ms. ******** still stated it was a simple mechanical issue with her trolley mechanism and not a motor issue.
  
  I spoke with her on the phone after speaking with our technician and I related all the details I knew at the time. I encouraged her to get a second opinion since we had a disagreement as to the technician's findings and we were unable to fulfill her expectations. We did not charge her for the technician's time of over an hour on site for the troubleshooting and attempted repair.
  
  Respectfully, *** *****
  
  Human Resource Director/Residential Sales Manager