Complaints

This profile includes complaints for A1 Garage Door Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A1 Garage Door Service

  3254 E Broadway Rd Phoenix, AZ 85040-2805

  
• 

  A1 Garage Door Service

  8601 N Black Canyon Hwy Ste 103 Ofc Phoenix, AZ 85021-4155

  
• 

  A1 Garage Door Service

  240 Jennifer Dr. Suite 101 Cottonwood, AZ 86326

  
• 

  A1 Garage Door Service

  181 State Route 179 Ste 5B Sedona, AZ 86336-6106

  
• 

  A1 Garage Door Service

  14309 Toepperwein Rd Ste 308 San Antonio, TX 78233-3850

  

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:07/10/2025

  Type:Product 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.

  09july2025 The technician gave me a quote, I didnt have time to realize the $670 charge for replacing two springs was extremely exorbitant. There was an existing spring that just needed to be retensioned, there was nothing wrong or damage to the existing spring. Technician informed me that their company policy didnt allow him to tension a spring that was 20 years old. The spring in question was not broken, but at this point I felt their was no other option and reluctantly accepted the price-gouging quote of $640, After he complained the job in under one hour, there was an additional $35 dollar fee that he said was inadvertently left off and the final charge was$670 for two springs installed.Then after some issues with the technicians card reader I was charged twice, causing the final charges to exceed $1000.00 dollars.Currently I am still waiting for the $620 refund back on my credit card.I will NEVER recommend this company to anyone. I will make sure to tell anyone who will listen to never use this overpriced service.I understand about liscense and bonded company, but this was clearly price gouging.$620

  

  Business Response

  Date: 07/18/2025

  Mr. ****,
  Thank you for bringing this to our attention. We sincerely apologize for the frustration and inconvenience you experienced during and after your service.
  After reviewing your file, we can confirm that your credit card was inadvertently charged twice due to a card reader error. Although our team initiated the refund promptly, we acknowledge that it took longer than expected for the funds to reflect back on your card. Our records show the $620.92 refund was successfully processed on 7/16. We understand the added stress this caused and truly regret the delay.
  Regarding the service itself, we recognize your concern about the cost. Our technician followed company policy, which prioritizes safety and reliability this includes not re-tensioning springs that are more than 20 years old due to potential safety risks. While we are glad we were able to resolve the issue and get your garage door functioning properly, we understand that the pricing did not meet your expectations. We do our best to remain competitive while using high-quality parts and providing professionally trained technicians.
  Your feedback has been shared with our team as part of our ongoing commitment to improving the customer experience. While we regret that your interaction with our company left you dissatisfied, we do appreciate the opportunity to address your concerns.

  Regards,

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

  Client Experience Manager

• Initial Complaint

  Date:06/20/2025

  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.

  Technician **** ******* from A1 Garage Door Service under TMII Enterprises, LLC located at ************************************************ came to my house on 6/20/2025 at 10:00 am for a service call. My original issue was my garage door was not closing smoothly because couple of screws fell off from the bar that slides the door. I got charged for $144.90 which I agreed. He said he will also service the head that has the motor in it. He put the screws and door got closed smoothly. After working on the head for about 15 minutes he said that the circuit board is burnt and the door cannot operate with the motor and whole head that is attached to the ceiling needs to be replaced. The cost for it is $1060.00 plus $144.90 for putting the screws. I told him that the door was just closing fine. He said that its just the timing that circuit board got burnt while he was working on it. Upon confronting and asking to speak to a manager he told me that he is going to make a call and want me to leave while he is making a call. About 10 mins later he came to me saying he will replace the circuit board for $359.34. He charged me $180.00 in advance to order the circuit board and said it can take up to 2 weeks to get it. During that time my garage door remains unlocked. I'm requesting that I should not be charged anything for the circuit board because it was not the issue for which the service was requested and that circuit board was working just fine till he started working on it and burnt it. Please help me in getting my $180 refunded back if it is resolved before the payment of final amount or full amount of $359.34 if resolved after the final payment.

  

  Business Response

  Date: 07/14/2025

  Hello ******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience this experience has caused.
  After thoroughly reviewing your service history, we understand that you initially contacted us because your garage door was not closing smoothly and you were hearing unusual noises from the motor. Our technician addressed the immediate concern by securing the loose screws, allowing the door to operate properly. During his full inspection of the system, he identified a failure in the circuit board that controls the motor unit.
  We want to assure you that there was no intentional damage caused to your unit. The technician's evaluation was based on system diagnostics performed at the time of service. Our intention was to resolve the issue fully and safely, which is why we offered to replace the faulty circuit board.
  Due to unforeseen delays and complications with our supplier in obtaining the correct part, and in an effort to avoid extended inconvenience to you, we took the additional step of replacing the entire motor head. This was done at no extra cost beyond the original quote for the circuit board replacement. Our goal was to honor the original price and upgrade your system to ensure long-term functionality.
  We appreciate your cooperation with our ************* Team throughout this process. While we must respectfully decline your request for a refund, we hope that the upgraded motor unit installation at the original circuit board price demonstrates our commitment to resolving the issue in a fair and customer-focused manner, despite the challenges encountered.
  If you have any further concerns or need additional support, please dont hesitate to reach out to our team directly.
  Sincerely,
  ****** *******

• Initial Complaint

  Date:06/20/2025

  Type:Product 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.

  The quality of installation was sub par and not done correctly 3 weeks this garage door is damaged from normal use they used sub standard materials thats failing all the rails and rollers are already showing were the springs did i get what i paid for their time frame to satisfy me is not except able all the rails and door locking mechanism are bent and miss alignment

  

  Business Response

  Date: 07/22/2025

  Hello ******,
  Thank you for bringing your concerns to our attention. We understand how frustrating it can be when expectations are not met, and we sincerely apologize for the inconvenience you've experienced.
  We have reviewed your concerns with our Door Install Manager and have already returned to your home multiple times in an effort to address and resolve the issues you reported. Our Install Coordinator, ******, reached out to you on 7/22 to confirm whether all concerns had been resolved, and we appreciate you letting her know that they had been. She also reviewed our warranty coverage with you and advised that youre welcome to reach out to us at any time should further issues arise.
  We genuinely appreciate the opportunity to make things right and to stand behind our work. Please dont hesitate to contact us directly if there's anything else we can do.
  Sincerely,
  A1 Garage Door Service...

• Initial Complaint

  Date:06/15/2025

  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.

  I called A1 Garage Door Service because our single 8' garage door was not opening smoothly. Upon arrival, the lead tech checked the door and informed me that wholesale replacement of the door spring and supporting parts needed to be done. The tech wrote up an estimate of over $1500 before removing the trip charge which their office said would be waived if the repair work was done. After agreeing to the work, both the lead tech and trainee proceeded to remove the old spring mechanism, cables, drums and supporting brackets. These items were replaced with a new torsion springs, torsion bar, drums, cables and support brackets. Afterwards, I searched for prices of the same parts that matched the amount I was charged without luck. The job should have cost no more than $400 to $500 including parts and labor. Since this was something we'd never had done on any of our previous houses, we did not have a cost reference point. Also, I was told by the lead tech that the original spring was only warranted for 1 year and could not be repaired. Here are the line item costs as charged - Max **** single spring replacement - $584.23 8' Torsion tube - $150.90 Safety drums - $159.94 Bearing plates - $162.81 Center bearing plate - $59.29 Bearing for center bearing plate - $87.42 8ft cables - $202.31 Trip charge - $59 Shop supply fee - $$73.30 Trip charge waiver - ($59)Total charges - $1480.20 The work was done professionally and in about a little more than an hour. Both the lead tech ***** ******* and ***** (the trainee) were knowledgeable, respectful and explained the work they were doing as they went along. The door now works as intended with no further issues.I would like A1 Garage Service to refund the excessive amount charged for the parts listed above. Their business name appears on the Next Door app that people use to obtain recommendations from neighbors. It appears that we made a bad choice with a company that overcharges its customers. How is this an A+ rated business?

  

  Business Response

  Date: 06/26/2025

  Dear ******,
  Thank you for bringing your concerns to our attention and for taking the time to speak with our ************* team. Were sorry to hear that you felt upsold during your service appointment and did not believe the value of the products installed met your expectations.
  We appreciate your feedback regarding the pricing, and while we strive to provide quality parts and service backed by strong warranties, we understand that every customer deserves to feel confident in their purchase. Were glad we were able to discuss your concerns and come to a resolution that you felt was fair.
  As agreed, the $300 refund is currently being processed and should be reflected shortly. We appreciate you giving us the opportunity to make things right and hope your garage door continues to operate smoothly for years to come.
  Sincerely,

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

  Client Experience Manager

• Initial Complaint

  Date:06/10/2025

  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.

  My parents contacted A1 Garage Door Service for a repair because they had used them before. Unfortunately, the final bill was significantly higher than whats reasonable for the work ************ parents do not speak English well, and I believe the company may have taken advantage of this language barrier as well as the urgency of the repair situation.They were charged excessively for parts such as springs, struts, cables, drums, and bearingscommon components that usually cost much less. For instance, the springs were billed at over $450 each, more than double standard market prices. Other basic parts like cables and struts were similarly marked up.The total cost was more than twice what a typical garage door service would charge for the same job. This appears to be clear overcharging on common replacement parts.We are requesting a partial refund to reflect the fair market value of the parts charged.

  

  Business Response

  Date: 06/12/2025

  Hello ****,
  Thank you for bringing your concerns to our attention. We have reviewed the job completed on 9/16/2024 and appreciate the opportunity to address the issues raised in your complaint.
  Our records indicate that this service was requested by your parents, and the technician recommended a full door replacement due to visible cracks in multiple panels, broken torsion spring and worn hardware that compromised long-term reliability. However, your parents declined that recommendation and requested that we proceed with repairs to restore the door to safe working condition.
  Before any work began, we obtained an authorized signature approving the scope and cost of the repairs. All pricing for parts and labor was reviewed with the customer at that time. The components installedsprings, struts, cables, drums, and bearingsare professional-grade products, and our pricing reflects not only their quality but also the workmanship, inspection process, and warranty coverage we provide.
  We understand your concerns about pricing, especially in light of the language barrier, and want to assure you that we aim to communicate as clearly as possible with every customer, regardless of their primary language.
  While we respectfully decline your request for a $900 refund, we do value customer satisfaction and are willing to offer a $250 goodwill refund as a gesture of understanding. If you would like to accept this offer, please confirm, and we will initiate the refund to the original payment method.
  Thank you again for your feedback.
  Sincerely,

  A1 garage Door

  Customer Answer

  Date: 06/19/2025

  
  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,
  
  **** *****
  
   
  

  Customer Answer

  Date: 07/07/2025

  Could you reopen the complaint #********?  

  the business offered the solution to refund , but never did been over  a week

  
  

  thanks

  

  Business Response

  Date: 07/10/2025

  We sincerely apologize for the delay in processing your refund. A request was entered as agreed; however, the process was delayed in our accounting department due to the original service date being from September 2024. Unfortunately, I was not made aware of this issue until earlier this week.
  I'm pleased to confirm that the refund was completed on July 10, 2025. You should see the credit reflected on your bank statement shortly.
  We regret any inconvenience this delay may have caused and appreciate your patience as we worked to resolve the matter.
  Sincerely,
  ****** *******

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  1) A1 Garage Door Service charged me $155.40 for ********************* on June 4, 2025. On the next day June 5, 2025 I called to cancel this charge because I did not understand that it was an extra cost. I thought that this was a benefit and was included total bill I was to be charged for the spring replacement they did. I though it was a marketing promotion aimed to show that ** was offering customers a reason to do business with them. On my call to cancel a female employee (******* may be the name of the employee) told me that it would take 5 days for me to get the refund on my credit card. I cancelled this less than 24 hours after the "service" provided. Today, *****, an employee, told me (by phone ************) the charge was nonrefundable. I also received an email telling me there was no refund. A1 has not provided and service to me under this "Worry Free Club."2) The invoice on page 1 of 3 Task NR2C5Y is for $629.68 and lists 6 items. The first item is "(2) 5-Year Torsion Springs." Then on page 2 of 3 There is a charge for $468.84 for a spring and a second charge for a second spring for the same $468.84. A torsion tube in included on page 1 of 3 under the same task as the springs discussed above; then the torsion tube is repeated on page 2 of 3 for $193 75. I have be charged for 4 springs and 2 torsion tubes.

  

  Business Response

  Date: 06/12/2025

  Hello Mr. **************** you for bringing your concerns to our attention. We sincerely apologize for the confusion and lack of clear communication regarding both the *************** charge and the invoice details for your recent service.
  We understand your frustration surrounding the *************** enrollment. Although this program is typically discussed during service as an optional benefit, we recognize that the communication in your case led to a misunderstanding. Weve reviewed your request and, as confirmed by our *************** manager, your membership has been cancelled and a full refund of $155.40 was issued back to your credit card on June 10, 2025. Please allow a few business days for the refund to reflect depending on your card issuer. If you do not see the credit post shortly, please dont hesitate to contact us directly so we can assist further.
  Regarding the spring and torsion tube charges, we understand how the layout of the invoice may appear confusing. While the parts are broken out line-by-line for internal tracking and warranty purposes, you were not charged for duplicate items. The listed amounts reflect the total cost broken into categorieswhat appears to be a duplicate is actually part of the same component set included in the overall job total. That said, we will forward your feedback to our billing department to see how we can make future invoices easier to understand.
  We appreciate the opportunity to clarify and correct this matter. Your satisfaction is important to us, and we thank you again for your patience and for giving us the opportunity to make this right.
  Sincerely,

  A1 Garage Door 

  
  

• Initial Complaint

  Date:06/08/2025

  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.

  On 7 June 2025 I had A1 come out to perform routine maintenance of my existing garage door system. The tech **** ********* did that and informed me that I need to install an ORB bracket. He did that and then the belt would not work and said I needed to install a new belt. He did that and then the motor would not work and said I had to replace the motor. At that time I told him I would not replace the system and to leave my premises as the entire system was working fine until he sabotaged it. Thye said it was a coincidence that the system was not working just was they were working on it which is a lie! Apparently, their technician make money from commission so of course they will deliberately sabotage your garage system to get you to guy a new one from them. I now want them to repair the motor system at their cost and have the system running as it was before they deliberately destroyed in order to get me to buy a system from them.

  

  Business Response

  Date: 06/13/2025

  To Whom It May Concern:
  Thank you for the opportunity to respond to the consumer complaint submitted by Mr. ***** ***** regarding services rendered by our company. We take all customer concerns seriously and have taken the following actions in good faith to address and resolve this matter to the satisfaction of all parties involved:
  1. On 6/11/25 we sent a tech back to the property and installed a customer supplied opener at no charge.
  We believe these actions constitute a fair and reasonable resolution based on the information provided. Following a conversation with his coinhabit, *****, we understand that these steps are acceptable to the household, and we remain committed to upholding high standards of customer satisfaction.
  Should you require any further documentation or confirmation, please do not hesitate to contact us directly.
  
  Sincerely,

  A1 Garage Door 

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Contacted A1 Garage Door Service initially on 4/1/2025. I hit the lower metal frame of my garage door with car. The metal frame was halfway off the bottom of the door. Contacted this company as it was later in the day and the company states it provides 24 hour services for all your garage door needs. Called company at 455 pm and was told someone would be out soon to inspect issue. Called again at 657 pm and at 811 pm and stated they would be there soon. Two people arrived at my home around 845 pm. Looked at door, did not do any work or take any measurements. Did not have any equipment or parts with them. Stated the work would cost between $400-600 dollars to replace the metal frame. Stated they needed a down payment of $200.00 and could come back the following day. I provided the payment. I asked if they could come back at 5 pm the following day and they agreed. No one showed up at 5 pm. Contacted them at 610pm and 626 pm and was told by the operator at the company someone would be there soon. Called at 645 pm after no one showed up to and told them I wanted to cancel the service and receive a refund. Person I spoke with asked if I would just wait until they showed up. I stated I want to cancel the service and receive a refund. Person could not authorize a refund. I asked that the manager call me the following day to discuss and request a refund. I never received a call back. I called later that day and told them I had cancelled the service and wanted a refund. No one ever called me back and I have not been able to receive a refund. I reported this incident to my credit card company also and they were unable to resolve this issue. In the interim I contacted another garage door service, scheduled the repair, and they arrived and completed the repair the same day, including adding oil to the garage door mechanisms, for a cost of $140.00 including labor and parts. I am requesting a refund for the $200.00 I provided to A1 Garage Door Service.

  

  Business Response

  Date: 06/11/2025

  Hello ****,
  Thank you for submitting your complaint and bringing this situation to our attention. We take these matters very seriously.
  After thoroughly reviewing our records, we were unable to locate any recent service activity under your name or contact information. The only recent interaction we found was your call to our office on May 28, 2025, during which you shared the details mentioned in your BBB complaint. As was discussed at that time, our last documented service with you was on September 1, 2023, and no technician from A1 Garage Door Service was dispatched to your home in April 2025.
  It appears another company may have misrepresented themselves as A1 Garage Door Service. If so, this is a fraudulent situation, and we sincerely regret that this happened to you. Unfortunately, there are instances where third-party or independent contractors falsely claim affiliation with well-known service providers.
  We strongly recommend disputing the $200 charge with your bank or credit card provider as a potentially unauthorized transaction. We also kindly ask that you share with us any documentation, receipts, business cards, or names of the individuals who visited your home. This information will help us escalate the matter internally and share it with our legal and marketing teams to prevent further misuse of our companys name.
  We have attempted to reach you by phone to further explain what weve found and assist however we can. Please feel free to contact us directly so we can support your efforts in resolving this.
  Sincerely,
  ****** *******
  ************************************start="1780" data-end="1783"> A1 Garage Door Service
  Direct: ************
  Email: *************************************

  Customer Answer

  Date: 06/18/2025

  
  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

  Date:05/27/2025

  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.

  I purchased a garage door, I was not willing to wait three weeks or longer for the door I wanted. I took a different door because i wanted it installed sooner, the sales *** assured me my door was in stock and would be delivered and in stalled in a week. This company called me Friday late afternoon on a holiday weekend three days before my installation date. They left me a voice mail saying my door was not in, it would be three to four weeks before they would get my door. This is NOT acceptable!!! I have been trying to call them now for TWO full days, no one has called me, they have not answered their phone and I have been on hold for now ONE HOUR, and after an hour of holding during their business hours they come on the phone and tell you they are sorry but I must call back again!!! I WANT A PHONE CALL BACK AND I WANT MY MONEY BACK!

  

  Business Response

  Date: 06/20/2025

  Hello ******,
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you experienced.
  After reviewing your customer profile, we understand that you were assured a quicker installation date based on the availability of a specific garage door. Unfortunately, we failed to meet that commitment, and we recognize the impact this had on your time and plansespecially around a holiday weekend.
  While we did process a full refund for your deposit on 5/28 and confirm the job was canceled as requested, we know this does not make up for the poor communication and delays you encountered. Your experience has been shared with our senior leadership team for internal review, and were actively working to improve the accuracy of scheduling and follow-through to prevent similar issues in the future.
  We truly regret that we let you down and hope you were able to move forward with a solution that met your needs. If there's anything further we can do to assist, please dont hesitate to reach out.
  Sincerely,
  *********************************start="1365" data-end="1368"> A1 Garage Door Service

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  This business greatly overcharged me for a common garage door spring replacement . I was billed & paid $ ******** for a common Torsion spring replacement . The spring costs around $ 100 -$150 and the cable and wheel that it winds up onto approx. another $100 . The Technician was here approx 2 hrs. I checked with 3 online well known, reputable repair sites .. Angies List , This Old ********** ***** and all indicated this repair should be around $500 max. I knew it was too much , but didn't know how much I was overcharged until I checked around after the service. I suspect they can attempt this because if your garage door opener is broken you cant open the door manually , and you have to get your car out to get to work , etc. . At this point you don't have time to call another service plus they're gonna charge you for a service call & estimate anyway. I can mail you ( ***** the documents from the repair sites, but they are available to view online.

  

  Business Response

  Date: 05/22/2025

  Thank you for taking the time to share your experience. We understand how stressful it can be to face unexpected repair costs, especially when access to your vehicle is restricted. We're glad we were able to respond quickly and provide same-day service during your time of need.
  While we recognize that online pricing may appear lower, it often does not reflect the cost of professional installation by a fully insured and bonded technician, nor does it account for the quality of materials used or the protection of a company-backed warranty. In your case, our technician completed a comprehensive repair that included installation of a pair of 25,000-cycle torsion springs (with a 5-year warranty), new cables, bearings, and drumsensuring the long-term functionality and safety of your garage door system.
  Our goal is always to deliver high-quality workmanship and dependable service. While we respectfully decline the full refund amount requested, we would like to extend a goodwill refund of $450 in recognition of your concerns. If you choose to accept this offer, we will begin processing it right away.
  Please let us know how youd like to proceed.

  Regards,

  ****** ******* - Client Experience Manager

  Customer Answer

  Date: 05/23/2025

  
  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,
  
  ******* ******
  
   
  

  Customer Answer

  Date: 06/05/2025

     Hello : 
                        I received an email from you on 5-23-25 with a proposed settlement ( $450 ) to my complaint # ******** dated 5-8-23  against A1 Garage Door . I accepted that settlement per my 5-23-25 email to you.
                        I haven't heard anything since and am wondering if this settlement is in fact accepted by A1 Garage Door and if so, when & how I will receive this payment ( $450)  ?  
  
                         Thank You for any info you can provide . 
  

  

  Business Response

  Date: 06/13/2025

  Hello *******,
  Thank you for your message. We want to confirm that the $450 refund we offered was processed and applied to the credit card originally used for the service. The refund was finalized and completed on June 6, 2025. Depending on your financial institution, it typically takes 2448 hours for the credit to appear on your bank statement.
  We appreciate your patience during this process and your confirmation of the settlement. If you have any further questions or do not see the refund reflected shortly, please dont hesitate to reach out so we can assist.
  Sincerely,

  ****** - A1 garage Door 

  Customer Answer

  Date: 06/23/2025

  
  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,
  
  ******* ******