Complaints

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• Initial Complaint

  Date:04/03/2025

  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.

  3/25/2025 Amount in Dispute = $1,021.50 Multiple business names given during the service timeframe : #1 "Rock Garage Door Repair" in ******* Wa or #2 "GARAGEGAT" IN ******* Wa or *************************** Gates ********* in - no address given or #4 "****'sGarge ************** LLC" - no address given or #5 ******* Garage **************************** in *********. Dispute: Was charged inappropriate/inflated costs well above usual and customary for repairs to my garage door. Alleged owner identified as being from the "Rock Garage Door Repair" business in ******* when in fact is a "General Contractor" doing business with a ************* business name, address, UBI #, Bond/insured information and phone number. He has no website or business card to verify identity or legitimate license to do business in the State of **********. Upon request for this information he always has a different answer and just emails me a different invoice. You can see the attached documents for discrepancies in his alleged valid information. He has given me 4 different invoices all with different identifying information on each one. I feel I have been lied to, deceived, and am not allowed to receive proper business documents from this entity in order for him to provide a service or do truthful business in the State of **********. This feels fraudulent and dis-honest.

  Business Response

  Date: 04/23/2025

  Thank you for bringing your concerns to our attention. We truly value every customer interaction and take your feedback seriously.
  
  
  To clarify, we partner with a marketing and dispatch service called Always Open Garage, which connects customers with local contractors. This may have led to some confusion around the different business names mentioned. However, we take full responsibility for ensuring that customers understand who they are working with from start to finish.
  
  
  In this case, there was a miscommunication regarding the final price. The original amount discussed did not include sales tax, and when the customer opted to pay by card, a 3.5% processing fee was added. We understand how this could have been frustrating and apologize for not making that more clear upfront. We are working to improve how we communicate total costs, including any applicable fees and taxes, before proceeding with a job.
  
  
  That said, the final total, including tax and fees, was shown to the customer before payment was processed. We encourage customers to speak up at the time of service if they have any questions or concerns, so we can resolve them immediately and avoid delays or frustration later. Were always happy to clarify and adjust things on site when given the opportunity.
  
  
  All of our contractors are properly licensed, insured, and bonded as required. We take legal compliance seriously, and our business licenses and credentials are up to date and can be verified through public records. We also pay all applicable taxes to ensure our business operates within the legal standards of *****************
  
  
  The service was completed in full with no reported issues to the garage door mechanism we repaired. Despite this, and in the interest of customer satisfaction, we issued a $200 refund. This was not something we were obligated to do, but we wanted to make sure the customer felt heard and valued. The final amount paid after the refund was $821.50.
  
  
  We provided the customer with a full receipt showing the refund, the card used, and a breakdown of charges, including the original sales tax. While we are happy to provide these documents privately upon request, we will not post them publicly to protect the customers privacy.
  
  
  Lastly, Id like to personally apologize for any confusion caused during our conversations. English is not my first language, and I may have misunderstood or miscommunicated certain points. I am actively working on improving my English to ensure clearer communication with all customers in the future. Were always striving to do better and appreciate the opportunity to learn from this experience.
  
  
  Sincerely,
  Noah's garage door and locksmith LLC