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:11/30/2024

  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.

   
  I am rejecting this response because:
  The garage doctor didnt even try to work with me , I have problems with the garage from day one . I was told that when power get connected to the house to give the a call . I do not have a balance lets get the fact straight.

  when I reach out to the garage doctor I was told that if I can pay an amount before they even go do the job the will wave a 300 fee and that was the agreement now they dont want to honor it . This is very unprofessional and they do not pick up phone call . 

  

  Business Response

  Date: 12/02/2024

  Dear BBB,

  We are aware of that this customer raised an issue with their ********************** door.  What is left unsaid is that the customer never raised the issue during the door's warranty period (`1-year) and a refusal to address a $300 open balance.  The door in question was installed on 7/29/23 and the warranty request was received on 10/31/24.  

  We offered to work with the customer but he refused to be interested in discussing the outstanding balance.  With the door outside of the warranty period and the outstanding invoice unresolved we made a business decision to no longer serve this customer.  

  I welcome any questions you may have.  

  *****

  Attachments:

  - Open Invoice

  - Screenshot showing date of estimate (5/26/23), installation (7/29/23) and service call request (10/31/24).

  

  Business Response

  Date: 12/02/2024

  The response is unfortunate.  As all can see, the balance due has nothing to do with a pre-payment but a dry run fee that was incurred because the customer was not ready for installation on the agreed upon date.  In this case, our tech dispatched and arrived on site with the garage door and had to return to our warehouse with the door because the door was not framed to receive a garage door. We assessed out standard dry run fee.  Additionally, there is ~$150 in tax due.

  Our team is not aware of any calls or emails to the office regarding this door not being operable until this fall as shown on our dispatch board.  

  Customer Answer

  Date: 12/02/2024

   
  I am rejecting this response because:
  I really dont understand I dont even think that this will cost you anything to ensure the garage door is working. You guys have rduise to even pick up my call now responding to me after a complaint. For a returning customer this is not nice . I just want my garage door to work . I didnt know about any dry fee or any charges. As you can see I have make the payment before the invoice was created. The invoice was created 7/27/2023 and I made this payment 06/06/23 with a deal of payment in full . You never told me anything about taxes or dry run fee . I am very sure you confuse me with someone else .