ComplaintsforA1 Garage Door Service

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October of 2022 I spoke with an in home representative and a salesman over the phone about purchasing a new garage. They explained different packages and said if I bought the high tier package I would get a 1 time transferrable life time warranty on the new garage. This was the only reason I chose the higher tier which was about $2,000 more than the one below it.The installation finished on February of 2023 and I asked the installers about the 1 time transferrable lifetime warranty and they showed me on their iPad that it only covers parts while labor costs would still be charged which is understandable so I signed the job completion document.I'm active military and about to move to a new location. My realtor was asking for warranty documents for any work done to the house so I called A1 Garage to ask for the warranty documents and they told me they aren't honoring the 1 time transferrable lifetime warranty anymore. This warranty was the only reason I chose the more expensive package and I wasn't notified at anytime of this change. When I was speaking with the sales associates in October they knew I was only buying the higher package because of the transferrable lifetime warranty as I explained to them I might be moving in the future but I wasn't sure when exactly at the time.I spoke with a representative and they simply said they won't be honoring the agreement and there is nothing they can do. They sent me a cost breakdown sheet of the job which looked different from the warranty document I signed.I am writing in hopes there is a reasonable resolution as I have paid more for a promised selling point that isn't being honored. Either a partial refund or the honoring of the 1 time transferrable lifetime warranty.For what it's worth the installers of the garage were amazing and accommodated me through each step of the purchase and install phases. It made me want to use A1 Garage for the rest of my life but after this issue I'm at a crossroad.Thank you.

  

  Business response

  02/16/2024

  Hi *******,

   Thank for bringing this to our attention?  I have read over your concerns, and this will be resolved. I've talked to upper management and they will honor the one-time transferable warranty.  They are typing up the supporting document and I will forward to your email as soon as it is completed. 

  You have my name and address in case you have any questions.

  Thanks,

  ***************************

  Client Experience Manager

  Email: *************************************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been trying to cancel our member benefits since 29 January2024., We have submitted two request via their website to cancel the membership and have left two messages with their office staff to cancel our membership., Last person talked to on 2 Feb 24 was *** in *******. Job #*********

  

  Business response

  02/06/2024

  Dear ********,
  
   I would like to extend my sincerest apologies for the inconvenience you have experienced while trying to cancel your membership with us. We value your feedback and are committed to resolving this issue promptly.
  
  I'm pleased to inform you that your membership cancellation request has been received and is currently being processed. We understand the urgency of your request and want to ensure a smooth resolution.
  
  To address your concerns, we have initiated the refund process for your membership fees. You can expect to see your refund reflected in your account within **** days from the date of this response, depending on your financial institution's processing times. We sincerely apologize for any delays you may have encountered during this process.
  
  If you encounter any further issues or have additional questions regarding your refund or membership cancellation, please do not hesitate to reach out to us directly. Our dedicated customer support team is here to assist you throughout this process and ensure your complete satisfaction.
  
  Once again, we apologize for any inconvenience you have experienced, and we appreciate your patience and understanding. We value you as a customer and are committed to resolving this matter to your satisfaction.
  
  Thank you for bringing this matter to our attention, and we look forward to providing you with a seamless resolution.
  
  Sincerely,

  ***************************

  Client Experience Manager

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 16, 2023, Invoice *********, ********************* of A1 Garage Door Service came to my house to repair an inoperable garage door. Upon completion of the work he sprayed a silicon substance (on the inside of the door) which subsequently left 3 large circles on the outside of the middle section of the door. I didn't notice this until the next day, at which time I called to explain the issue. On November 7th, ******* from A1 came to the house and proceeded to use Simple Green to remove the circles. Well, the circles were removed, but a large vertical rectangle of a darker grey was left in its place. ******* gave me the impression that this would fade. When it didn't I called A1 again on November 27th, and after being routed 4 times (and hearing the same recordings) I finally talked to a man (I'm afraid I didn't get his name) explaining that the garage door would need to be painted. He said he would need to email his managers and they would get back to me. I asked him when I could expect a reply, and he said I should hear something by Friday, December 1st. I also asked him if he would copy me on the email, and he cited privacy issues. Needless to say, I never received a reply. I came down with a virus the following week and was ill most of December. I called A1 on January 2nd and was forced to leave a message - no call back. On January 4th, I filled out their online contact form hoping I would receive a call back. No call back has been received. I am not disputing the amount of money I paid, I merely want my garage door all one color. (I'm attaching a photo). The community I live in has a rather strict HOA, so I would like to have this resolved before I receive a letter. My hope is that you have a contact at A1 that you can reach out to. I was unable to find any email address on their website, as I would have followed up with them initially. Thank you for any assistance you can provide.

  

  Business response

  01/18/2024

  Thank you for bringing this to our attention. We immediately informed our regional manager and operation of the issue. We have contacted the customer and we agreed to come paint the door at no charge. Although the weather is an issue, we do have a scheduled appointment with the customer for 1/19/24. We apologize for what has happened and agree to make it right. 

   

  Thanks,

  ***************************

  Client Experience Manager

  Customer response

  01/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A rep came out to provide an estimate to replace my garage doors. Was supposed to give estimate on the spot. Had reception issues and could not give estimate and would call later in the day. This was a saturday. Never got a call. I called monday and they said would have an estimate by tuesday morning. Didn't receive. Finally got a call after calling to complain again. Receieve and approved estimate no questions asked. they ordered matrials, no problem. Got a call to schedule install, arranged for someone to be home. They came and installed doors but said they ordered wrong trim color and would reorder trim. Trim came in, scheduled, arranged for someone to be home. Came out installed partial trim and said didn't have enough. Ordered remaining trim scheduled appointment sat home for 6 hours for install. Even called to confirm at 4:22 they were coming. Said yes, checked schedule he is still coming. be there by 7pm. 7pm comes call again, placed on hold and was told ***** was coming, management assigned to someone that was off, even tough i called a couple hours prior and was confirmed after waiting 6 hours today. No management to call to correct tonight just told not to be upset....what?????? Next visit will be 5th visit for garage door estimate/replacements.Have already collected all my money so I guess I will have to dispute as job has not been finished and will not wait for a tech another6 hours

  

  Business response

  11/08/2023

  We sincerely apologize for the frustrating experience you've had with our service. Your feedback is essential to us, and we appreciate your patience in addressing these issues. We understand the inconvenience you've faced throughout this process. Firstly, we apologize for the initial delay in providing you with an estimate due to reception issues. We acknowledge that this set a frustrating tone for the rest of your interactions with us. 
  The subsequent miscommunications regarding the trim color and multiple rescheduling attempts are unacceptable, and we take full responsibility for the errors made. We also apologize for the extended wait times during your appointments; this is not the level of service we aim to provide. 
  We have taken your concerns seriously and have reviewed our internal processes to prevent such issues from occurring in the future. Our management team is currently working to ensure better communication and more efficient service delivery. 
  We understand an agent called you the next day to explain the issue and apologize and we had a technician come out the same day to finish the job to your satisfaction. Please accept our sincere apologies for the inconvenience you have experienced. We value your business and we want to make things right. 
   If you would like to discuss it further, please contact me direct.  
  Once again, we apologize for any frustration and inconvenience this has caused you. We appreciate your patience and look forward to resolving this matter to your satisfaction. 

  Thanks,

  ***************************

  Client Experience Manager

  Email: ************************************* or Ph ************

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2023 (Invoice *********), the ********* area A1 Garage Door Service installed a new lift motor for my garage. At the time, they asserted that the garage door was bad and ruin the equipment. I chose not to go forward with the service because of the significant expense from the lift motor and the rude interaction with the contractor. As a result, I paid $760.04 to A1 Garage Door Service but have not been able to use my garage at all since June.When I was ready to invest in a new door to complement the lift motor, I contacted a number of other garage contractors since I no longer wanted to work with A1. I was advised by the other contractors about the newly installed lift motor was defective and that I should contact the original contractor and manufacturer. In addition, it's evident that the defective lift motor was the issue and not the garage door.Attached, you may find my original invoice from A1 Garage Door Service, a summary of the inspection from another contractor, and image of the serial number from the manufacturer. I'm requesting a total refund of services from A1 Garage Door Service so I may complete the necessary work with another contractor and consider a new garage door. Please remit the full amount paid with immediacy so my garage can become operational, again.

  

  Business response

  10/24/2023

   Dear ******************,
  
  After reviewing your case, I have a few questions regarding your concerns and requests that I would like to discuss with you. It would be greatly appreciated if you could reach out to me at your earliest convenience. I am interested in exploring an agreement that is mutually beneficial for all parties involved. Please reference job# ********* when you contact me. 
  
  Thank you,
  
  ***************************
  Client Experience Manager
  Phone: ************
  Email: *************************************

  Customer response

  10/27/2023

  I am rejecting this response because the business submitted a reply before their investigation or any attempt to resolve the matter. In addition, I have since verbally spoken to ****** who did not have sufficient influence or authority to resolve the matter with the local A1 branch. I am requesting that an elevated resource with sufficient authority and influence review the matter so we may bring this issue to resolution.

  

  Business response

  11/08/2023

  Wed like to address and provide clarity regarding the situation. During our initial assessment of your garage door system, we identified the springs needed replaced. We strongly recommended replacing the springs as they play a crucial role in supporting the weight of the garage door. In fact, we had you sign a liability release waiver that stated the importance of replacing the springs before using the new lift motor. We also informed you that failure to replace the springs could potentially damage the motor over time. We had a recall inspection three weeks later, we noticed that the springs had not been replaced as advised. This caused excessive strain on the lift motor, ultimately leading to its burnout. As a result, the warranty was voided because the equipment was not used in accordance with the recommended guidelines. We understand that you decided not to proceed with the spring replacement service due to cost concerns, and we respect your decision. However, it is essential to note that the issues you encountered with the lift motor were a direct consequence of the unreplaced springs, rather than a defect in the motor itself. This information was conveyed to you at the time of the installation, and it was documented in our records. We firmly stand by our assessment that the motor's failure was a result of the pre-existing condition of the springs. I would like to mention that, considering you have since replaced the garage door as we had recommended, we were prepared to replace the burned-out motor at no cost. However, we understand that you have already installed a new lift motor through another contractor. We regret any inconvenience this situation has caused you, but we cannot issue a refund for services rendered in accordance with our recommendations and industry standards. Our goal is to ensure the safety and functionality of your garage door system, and we believe that following our initial advice would have prevented the issues you faced. 
  

• Initial Complaint

  10/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Had service man out to look at garage door, needed new springs and cables. After gentleman installed and left, I noticed he put a hole in my garage wall when he had to remove the pullies.I contacted A1 and after several attempts I was able to get into contact with a supervisor and we discussed this issue and agreed that I would have it fixed and A1 would reimburse me( I have a email stating all this) I had it repaired and sent the invoice to her, heard nothing, called customer ********************** to find out she is no longer with the company. I was told someone would get back to me and that has not happened.I feel like Im getting the run around

  

  Business response

  10/11/2023

   I spoke with ******************** and worked this out. He was not getting any response from our customer ********************** department and had to file this complaint to get the right persons attention. We apologize for letting this slip for so long. We processed a refund for the cost to repair his sheet rock damage.  I called **** back to be sure it cleared on his end, and he is happy.  This case is complete.

  Thanks,

  ***************************

  A1 Garage Door

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a ***** ****** Torque Master ballast spring break and A1 Garage BOI **** 052-S came to my home on 09-28-2023 to diagnose and said that a replacement from ***** ****** was "like $800 and takes 4-6 weeks to get" and proceeded to quote me a conversion at $1300 to $1900 depending on the warranty. I did not know anything about garage doors, but thought that was extremely expensive. He did lower the price and I agreed to have him do the conversion based on the information he provided as I assumes A1 Garage TMII Enterprises was a reputable company. I called ***** ****** ***** on 10-2-23 and they reffered me to The Garage Door Store as an authorized dealer who quoted me $360 parts and labor and had them in stock and could do the repair same day. Based on this outright lie I was scammed out of $670. I am attempting to cancel the transaction.

  

  Business response

  10/03/2023

  Dear *****,
     I want to express my gratitude for taking the time to speak with me regarding your recent repair experience and the concerns you raised about **************'s service. It's our utmost priority to address any issues promptly, and I'm pleased that we were able to find a resolution that meets your expectations.
  Regarding the refund process, rest assured that we are already in the process of ensuring a swift and hassle-free transaction. You can expect to see the refund in your account shortly.  We appreciate your business and hope to serve you even better in the future, and we are committed to providing you with the best service possible.
  Once again, thank you for your feedback and for giving us the opportunity to rectify this situation.  If there's anything else you'd like to discuss or if you have any future needs, please feel free to contact me at Ph ************.

  Warm regards,
  ***************************

  Reputation Manager

   A1 Garage Door Service

  
  
  
  

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our garage door openers were installed about 4 years ago. The openers open carriage doors. They malfunctioned and the sticker says "Lifetime Warranty". I called them to service their openers and was informed that they don't service carriage doors. I stated yet you installed them and offer a lifetime warranty. Their response was "we're sorry we just don't service carriage doors". This is clearly misrepresentation as they obviously did work on carriage doors and they clearly do not honor their lifetime warranty.

  

  Business response

  09/21/2023

  I reviewed this complaint and talked to the person that sent it to you.  First off, we did not have any record of the person's name or phone number in our system.   I was however able to pull up the address.  It appears we installed two new openers back in 2019 under a different name and number at this address.  We don't have record of this person calling in to set up a service call.  After I talked to him and had him send me pictures of the door, openers and sticker, it appears we were there in 2019.  We don't understand why he was told we don't work on his type doors.  Again, no record of this person in our system.  If or when he called in, the proper thing to do would have been to set up at appointment to have a technician come take a look.  As far as our stickers saying, "Lifetime Warranty", that was branding we used to put on our sticker. The meaning was we honor our labor.  All parts, in this case, openers have life spans, so the sticker does not mean the opener has a lifetime warranty. **** and I spoke about that, and he understood...  These stickers are no longer used, and we are removing any that we see and replacing them with our current label.  I asked the customer what he expected, and he said when the doors would not open, he called the number on the sticker and needed us to come fix his garage doors because his cars were trapped, he was frustrated because he was told we don't work on Carriage Doors, we don't understand why he was told that. I offered to send a tech ASAP to take care of him and he said he already called someone else to fix the issue. 

  Customer response

  09/22/2023

  See attached response

   

  
  

  

  Business response

  09/28/2023

  Dear ********************,

   Thank you for all your patience and understanding throughout this process of resolving your complaint. As we spoke about, the warranty concerns would only apply towards our workmanship and not parts. In a normal case, you would have to be our customer in order to offer any refund, but in good faith we would like to reimburse you for the $145 service fee you had to pay the other service company to repair your garage door opener. We think this is fair considering or CSR failed to set up an appointment with you when you were in dire need when your garage door would not open, and your cars were trapped in the garage.  Please allow 4-7 business days for our team to cut a check and mail it to you. 

  Thank you,

  ***************************

  A1 garage Door Service

  Customer response

  10/20/2023

  Back on 9/17 I filed a complaint against A1 Garage Door Service, complaint ID #********. This was to have been resolved on 9/28 (see communication history) where they were to have reimbursed me for $145 within 4-7 business days to process and then a few days for mail. It is now October 19 and that check has not been received.
  

  
  

  

  Business response

  11/14/2023

  Hi ****,

   I believe you should have received payment as of 11/8. After connecting with you, I was explaining our hold up. We had a hard time getting our system to process payment because you were not in our system and there wasn't a current job to tie it to. So, we sent you a gift card in the amount of $200 for all your troubles.  Sorry this took so long, but I am happy we have met our end of the bargain.

  Thanks,

  ***********;

  Customer response

  11/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me and consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/29/2023 I had a1 out to repair door opener. After the tech looked at it said he would have to. Order aboard and would need half of the cost paid upfront before they would order it , so I gave him a check for it.He said he would be back the next Thursday with the part (8/3) .I heard nothing from anyone at A1 , so I called and was told bycustomer service the board was ordered the Monday before my call and it was scheduled to be installed the 11.th I called the 11 to make sure it was comming and was told they couldnt get the board, but, they could install a new opener fro xxxx amount more which I declined and asked for a refund.I have waited several weeks and contacted them several times and always been given a different excuse why it will be much longer Im still waiting 8/28/2023

  

  Business response

  09/21/2023

   I have reviewed this complaint to completion.  I confirmed on 7/29 ************** went to ******** home and came to conclusion that he needed a special part ordered in to be able to fix his older garage door opener.  Part was placed on order on 7/31 and we were told by our supplier the part would take another week. Another week went by and then we were told by the supplier that the part is no longer available, this part is a control board for an older garage door opener, our supplier showed to still have on in stock, but they could not put their hands on it.  The technician called ****** back on 8/10 to give him the bad news that the part is no longer available and discontinued, at that time the tech offered another solution.  ****** said no thanks and to please just send his money back. ************** cancelled the open order and put in a request to refund the down payment, he advised the customer it could take **** business days. We just changed over to a new system and the check kept getting hung up.  We show the check to be cut on 8/25/2023 Check #***** for $260 .... it cleared the bank on 9/5/2023.  We apologize for the inconvenience and appreciate your patience.

  Thanks,
  ***************************

  Reputation Manager 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st transaction dates back to June 29, 2022 and continues on May 20, 2023, on or about the date discovery was made by the owner, of this service conducted on the premises invoice #********* at the address of ***********************************************. ******, **************** was living at the home when apparently there was an incident with the garage door causing damage and unsafe conditions. No contact was ever made to the owner by the tenant or A1 service. They instead collaborated in attempting to patch up the damages and concluded with A1 pressing the tenant to sign a liability waiver, reflecting that A1 was clearly aware of the dangers still looming. A1 was aware that the person they were working with was NOT the owner of this property which would be the only person who could sign to any such valid liability waiver, yet they commenced the invalid act anyway. They also conducted a "maintenance" inspection and tried to recommend the tenant to have all these things done that were unrelated to the door damages in which many where still very evident and left uncorrected. **************** paid $271.45 and opted not have all of their unrelated recommendations done, they pressed the waiver, again without any contact with the owner. On May 1, 2023, a property inspection was conducted by myself (owner), and our property manager. During inspection it did not take long to recognize the damaged condition of the garage door. Contacts were unsuccessful with local personnel and finally made with A1 corporate to respond to this matter. After driving 130 miles to meet a technician, we had to still dance around all the additional services costs they wanted to perform and blames they wanted to pass off instead of getting right down to correcting the many left behind damages they neglected to repair correctly. On May 20, 2023 we paid an additional $120.57, invoice #*********, plus supplying most of the parts. We also asked about the free door rubber with any service and were quoted an additional $100!

  

  Business response

  08/15/2023

  Our technicians have an obligation to let customers know if they have failing parts and provide estimates to repair them.  Our first visit 6/29/2022, this customer had a hung door.  We went out and safely got the door down and only charged our hung door fee.  We then offered options to repair, which were declined.  At this point, ************** had the tenant sign a liability waiver because they declined the repair to make the door safe.  We provided estimates that would have made the door safe.  There was only one estimate provided.   We were not upselling, we simply tried to do what was necessary to make the door safe.  Fast forward to May of 2023.  Customer called us out again to repair the tracks and the rollers and we did.  Our technicians notated that CX was happy with him and our Area manger and that the situation was handled.   We never tried to upsell, just tried to do the repairs necessary to get the door to be safe.  Customer needed several repairs to make that door safe which again, were declined because we were "upselling".  This was in May, and we had heard nothing from this customer until 3 months later in Mid-August with this complaint. 

*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. ↩