Complaints
This profile includes complaints for A1 Garage Door Service's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 150 total complaints in the last 3 years.
- 55 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/09/2024
Type: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.
Date of transaction was 3/5/2024. A 1 gave me an estimate of $5859 to replace my garage door after they did an inspection and found some cracks. We discussed the replacement of the door and I told them several times that I wanted an non insulated door. I then gave them $1500 deposit. Several weeks later I notice on the paperwork that they order an insulated door. I called to ask about it and then told them to cancel my order, on 3/29/2024. I have called several times to ask about my deposit. On the contract it says I have 3 days to cancel an order as of the above date. But there is NO date on the paperwork. I was told later that the date is the date I signed the paperwork. Again no date on the page. I kept telling them they ordered the wrong door and that is why it was so expensive, but they don't seem to care. I already have made other arrangements with another company and they have replaced my door already.I don't know how to upload the page regarding cancellation.I have also requested a copy of the recording they have of our arrangements.Initial Complaint
Date:04/04/2024
Type: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.
On March 30,2024 I called A1 Garage to fix my garage door that was stuck. A1 Garage fixed the garage door and charged me $1513.73. The only problem that I had with them was the pricing of the part that they used to fix the door. They charged me $1237.63 for a TraditionalTorsion Spring System.The same system is sold at ********** for $213.00 and sold at Amazon for $139.00.This amounts to a 500% price increase.I called A1Garage and talked to an employee----he offered me a $75.00 coupon to compensate for the $1000.00 price markup. The following day 4/2/2024 another employee called and offered me $200.00 (Good Faith ****** I told him that I would accept $600.00 for an adjustment the price.He then told me to have a nice day!
Business Response
Date: 04/12/2024
Dear *******,
We sincerely apologize for any inconvenience you experienced with the pricing of the Traditional Torsion Spring System during your recent service with A1 Garage. We greatly appreciate you bringing this matter to our attention, as customer satisfaction is our top priority.
After carefully reviewing your case, we acknowledge discrepancy in pricing between our service and internet prices you mentioned. While we strive to provide competitive pricing aligned with industry standards, we understand your concern and would like to offer a resolution to address this issue promptly.
As a gesture of goodwill and to demonstrate our commitment to customer satisfaction, we would like to offer you a refund of $300. We believe this amount fairly reflects the difference in pricing and serves as a token of our apology for any inconvenience caused.
If you accept this offer, please let us know at your earliest convenience, and we will initiate the refund process immediately.
Once again, we apologize for any frustration or inconvenience this situation may have caused. We value your business and hope to have the opportunity to serve you again in the future under more favorable circumstances.
Thank you for your understanding and patience.
Sincerely,***************************
Client Experience Manager
Initial Complaint
Date:03/25/2024
Type: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.
Was given a lifetime warranty for garage door springs transferable to me at closing of my home on 09/2019. Upon calling A1 Garage today they said they no longer have operations in the *******, ** area so warranty is no good.Business Response
Date: 03/28/2024
Hello,
We are sorry to say we have closed this branch and no longer service this area. We are sorry for the news and any inconvenience this may have caused.
Thank You,
***************************
Client Experience Manager
Customer Answer
Date: 03/28/2024
This is not a satisfactory answer. You need to provide us with another company in the area to fulfill the warranty or send someone from your KC location.Initial Complaint
Date:03/18/2024
Type: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.
To say that they take advantage of people in a desperate time is an understatement. You're what's wrong in the world. 1. Emergency Service call for $199. ***** #1 2. Mandatory trip charge for $39. ***** #2 3. Crashed door fee for $407.86. ***** #3 None of these supersede the other? Why a mandatory trip charge when you're already charging $199 for a service call fee? A flat rate crashed door fee? Why not charge as necessary for services performed as opposed to flat fee when you know damned well and good all of those items covered under your exorbitant fee were not performed. And they didn't even include the extra charges for parts they replaced in the final receipt. Total final bill was for $893.53.Business Response
Date: 03/28/2024
The customer also filed a complaint with the *** Our VP of operations (*****************************) had addressed the same way we will on this. We admit the $39 trip fee should not have been charged, but the customer signed off on everything else that was charged before any work was performed. In good faith we refunded the $39 trip fee and an additional 10% of the charges will be given, bringing the total to refund to $124.45. This refund has already been processed and will go back on the credit card used to pay for the service at the time of the service. This refund will appear within 7-10 business days.
Should anyone need any further assistance, I will be more than happy to assist.Thank you,
***************************
Client Experience Manager
Customer Answer
Date: 03/28/2024
When my wife initially called to report hitting the garage frame, she was only informed of a $199 after-hours fee. However, upon the technician's arrival, she was hit with an additional $407 crashed door fee, which was never mentioned beforehand. Had she been aware of this extra charge, she would have sought services elsewhere.
Secondly, the technician replaced parts without obtaining my wife's explicit consent, which violates the terms of our contract. According to the contract, any replacements must be accompanied by expressed written consent from the homeowner after a thorough explanation of the work to be done.
I believe that my wife was taken advantage of, considering her emotional distress from the damage and the fear of not being able to secure the garage door at night due to my deployment. Moreover, the exorbitant fees totaling $600comprising the trip charge and the crashed door feeseem unjustified, particularly given that the actual labor involved was minimal, taking perhaps half an hour to replace a track and testing.
In response to the argument that we signed the final bill, I contend that the charges should be evaluated based on industry standards and comparable services. Questions should be raised regarding the reasonableness of the after-hours rates, especially in comparison to the trip charge, as well as the standard fees for garage door alignment and testing. Any discrepancies in these fees could suggest unfair pricing practices.
Furthermore, the lack of transparency in offering alternative, less expensive options, such as temporary repairs until a permanent solution could be implemented, raises concerns about the integrity of the business. I believe the the repairs were conducted in bad faith, prioritizing profit over customer satisfaction.
The company's reliance on the signed **** does not absolve them of questionable business practices. Instead, it highlights a disregard for customer welfare and a failure to uphold ethical standards.Initial Complaint
Date:02/28/2024
Type: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.
A1 servic d my garage 6 times in one year for multiple issues. I was enrolled in their worry free guarantee also. A few months after my last visit,y brand new garage door motor that they installed did not work. No power to it at all (checked plugs, breakers, etc). I noticed this on weekend ( Saturday, February 24th, 2024) and their online scheduling wasn't working, so called them and was told they no longer service *****, despite being 15 minutes from my house and that thay would transfer me to customer ********************** to leave a message. I did and they ignored my concerns. They did not give me a call back, and left a customer who should be under warranty high and dry. I was also informed by their representative on February 24th thay my worry free guarantee was cancelled (there is wording in there that if cancelled within 12 months the sign up discount would be billed to the customer as a prorated amount). So, bmy guarantee was cancelled with no communication, I am unsure if I will be billed for their cancelation of the guarantee, and my new garage motor that is under warranty with them and broken will not be serviced. I would like a refund to cover the cost of a new company coming out or them to finish the job as they are still local.Business Response
Date: 03/13/2024
Dear Ally,
I sincerely apologize for any inconvenience you've experienced. It's very unfortunate that we had to close our ***** branch and no longer provide services in that area. I will personally contact you to discuss potential solutions.
Thank you,***************************
Client Experience Manager
Ph: ************
Initial Complaint
Date:02/25/2024
Type: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.
Job ID: *********, Estimate: *********, Technician: *************************, Date of Service: 19 Feb 2024 Company was incapable of providing manufacturer name and part numbers for replacement components installed. Information was needed for insurance claim, and neither the technician or company was able to provide these details. A company is not legally capable of operations if unable to provide the information of the equipment they're installing.Business Response
Date: 06/19/2024
Dear ****,
Thank you for sharing your concerns. We understand the importance of having detailed information for your insurance claim. We provided a comprehensive estimate and invoice with an explanation of the repair and a breakdown of parts used. While we are not always able to give exact part numbers, our technicians and office staff made multiple attempts to address your inquiries and provide the best possible assistance. Our commitment to transparency and customer ********************** remains steadfast, and we regret any frustration this may have caused. If you need further clarification or assistance, please contact us directly.
Sincerely,*************************;
Customer Answer
Date: 06/24/2024
We provided a comprehensive estimate and invoice with an explanation of the repair and a breakdown of parts used.
- The estimate did not include manufacturer names/models of the components installed. USAA insurance was skeptical of the pricing of components since the prices charged were marked up over 200% from a typical claim. The invoice was far from comprehensive, and did not provide enough information, simply "springs" or "hinges". If a brand name was associated with the replacement components (Ex. Dura-Lift springs, Prime-Line hinges, Vevor bearings, ******* tensioners, Everbuilt bushings), insurance would've had the information needed. The invoice did not state whether quality brand components or generic/cheap components were installed. Since this information was not provided, it was assumed the cheapest options were utilized.
While we are not always able to give exact part numbers, our technicians and office staff made multiple attempts to address your inquiries and provide the best possible assistance.
- A single phone call from the technician received, and the technician resent the exact same invoice that was delivered after the repairs. There were no changes to the original invoice when it was resent the second time. A1's office was contacted (they did not reach out to me), and stated the technician would need to update the invoice.
The time has lapsed since the initial claim was submitted to insurance. Due to A1's inability to document the make/model of the items they're installing insurance was unable to reimburse for the repairs.
-*************************
Business Response
Date: 07/16/2024
Hello ****,
Thank you for your response. We apologize for not being able to provide the detailed part numbers your insurance company requested. It's unfortunate that this led to them not reimbursing you for the repairs. While it may not change the outcome, please know that we always use the highest quality parts in every repair we perform. We understand you've moved on, and we regret not being more cooperative to meet the insurance demands. We wish you the best with your garage door system in the future.
Thanks,
***************************Initial Complaint
Date:02/22/2024
Type: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.
We started out good with a prompt and thorough review and quote for ****** garage that had been backed into which needed replaced. From there, the team came out 3 separate times starting 9/15 with damaged panels they had ordered and not quality checked and they even installed damaged ones and then informed us and we still don't have a replaced garage door 6 months later with 50% paid and management that refuses to keep us informed of the progress or get the job completed and provide any type of customer **********************! (at least a month in between each trip to our house for order and shipment) We have asked to speak with a higher level manager or owner and were told that is not an option. We also have HOA notices for a 1/2 painted garage door!Business Response
Date: 03/06/2024
Hi *****,
We sincerely apologize for the inconvenience and frustration you've experienced with the replacement of your RV garage door. It's unacceptable that you've had to wait so long and deal with multiple trips for damaged panels. We take full responsibility for our mistakes and understand your dissatisfaction.
We are glad we could come to a fair agreement promptly and to your satisfaction. We appreciate your patience and willingness to work with us to find a fair solution. You should have received your full refund, and we hope we can assist with any outstanding concerns.
Thank you for bringing this to our attention, and we apologize once again for any inconvenience this has caused. If you have any further questions or concerns, you have my contact information to reach out to me directly.
Sincerely,
***************************
Client Experience ManagerCustomer Answer
Date: 03/06/2024
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,
Amber St. ****
Initial Complaint
Date:02/09/2024
Type: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 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
Date: 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
Date:02/04/2024
Type: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.
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
Date: 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
Date:01/25/2024
Type: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 hired A-1 garage to install a garage door and motor about a year and a half ago. One of the panels they installed came damaged. Also the 1000 dollar motor was defective. I payed extra for this motor as it has a camera built in. The camera has never worked since the install. I have set up several appointments for them to come out and set up the camera and install a new panel to replace the old one. They came out a couple times and did not bring a new panel or fix or replace the motor. I also found out I over payed by thousands for the door and motor. Total of ***** dollars for a 9x7 door and motor. The average for this is about *****- ***** for the exact same thing from other companies. I have missed days of work having them come out to o fix the problems and have gotten nothing done. I gave them one more chance to fix this two weeks ago and they canceled on me the day of and once again I missed a day of work for nothing. I am now done with this company and I want out of my contract.Business Response
Date: 06/19/2024
Dear ******,
We sincerely apologize for any inconvenience you have experienced. Unfortunately, due to unforeseen circumstances, we no longer service this territory. We made multiple attempts to contact you before this branch was closed to address these issues. We understand your frustration and regret that we could not resolve the matter to your satisfaction.
Thank you for bringing this to our attention.
Sincerely,***************************
Customer Answer
Date: 06/20/2024
I do not accept this response as it does not resolve anything. A-1 garage is so highly priced because they offer a lifetime warranty. That was why I was willing to pay more. But they didnt fulfill that promise and I have been stuck with a dented door and an opener that doesnt fully work for almost 2 years now. I have been trying to get this resolved since the door was first installed and still havent had anyone come here to fix it. I do not wish to work with this company anymore and want my contract with them canceled. They breached the contract and I want out.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.