ComplaintsforElite Garage Doors & Gates

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Elite will not honor warranty from previous company. Elite purchased Precision garage doors of Tucson. I had a 10 yr warranty on garage door springs. with Precision. They wanted to charge me $491 to replace one spring.

  

  Business response

  03/18/2024

  Afternoon, we had sent our field manager **** out today to inspect the garage door and was told to leave the property. Also, our technician had mentioned customer had another unmarked side job person replace his other spring for $200.00. Here at Elite Garage Doors & Gates, we are not Precision Doors.  We will be harassed and cussed out by customers and will refuse to go this property by the way our technician was treated today. 

  Customer response

  03/19/2024

   First of **** told me that Elite did not honor warranties by Precision. I had another year left on the original 10 year warranty. Then he informed that unless I had the spring inspected once a year it would void any warranty. He gave me a price of $491 to replace the spring. That was when I told him to leave. Purchasing a company like Elite did with Precision does not relieve Elite from any obligation on future claims. If Elite can cite an Arizona Statute relieving them from claims, the word out of the mouth of "****" doesn't cut it.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called for service. 10 minutes of work charged 500. + Charged a credit card fee when I paid cash. Was never told till after he worked for 10 min there is a 495. Service call, something they need to mention before accepting work

  

  Business response

  02/22/2024

  Good afternoon, 

   

  This has been taken care of and a refund has been sent and received. I also have attached the work agreement and as well as Satisfactory completion. The price was agreed upon rather if it took 5,10, or 15 minutes. This why we ask our customers for a signed agreement prior to starting work. 

   

  Thank you

  Customer response

  02/22/2024

  I was never given estimate for work. I provided them with my phone number as I was away from property. 
  The only call I received was from my cousin saying they were demanding payment.

  So at that point, I told him to pay it, which he did in Cash.

  I also reached out directly 4x. I was told a manager would reach out. That never happened 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 22, 2022 I ordered a new garage door for my windstorm damaged garage door which is totally non operational. I placed an order with Elite Garage Doors in Flagstaff, AZ after their technician told me that my garage door could not be repaired, was dangerous and might collapse if I opened it, and that if I chose a basic garage door color which was not my first choice, that I could get it in 2 months. On August 19, 2022 I called the Elite main office and asked for an update on my garage door delivery promised to me for or near Sept 22, 2022. I was told I "might" get it by October 15. I explained that my garage door was not operational and I asked them to expedite it for me after being promised it in two months not three or more if I chose a basic door color. I was told they would "try" to expedite it. My wife and I are in our late 70's and I am a cancer patient. Parking on the driveway and having to carry groceries and everything else around the side of the house in the heat and thru two doorways is extremely difficult for both of us. Had I known that the two month wait was not real and it was actually a 3 to 4 month wait, I would have purchased elsewhere. I paid them $5130.27 on check # **** dated 07/20/22 on Work Order ******** and I have nothing but a long wait to show for it. I want my door delivered and installed as promised, on or about Sept 22, 2022. Did they forget to turn my order in as soon as I placed it? I got no explanation for the unreasonable delay.

  Customer response

  11/02/2022

  Hi, UPDATE Complaint ********:
  I finally got notification that my garage door came in on Oct 10, 2022 and it would be installed on Oct 19, 2022.  I was told the installer would arrive at 10am and they had him scheduled for the full day since he was driving up to Prescott from Phoenix.  At 10:30am, no show so I called and was told he would be there by noon.  At 1pm no show so I called and was told he would be there at 4pm delayed by an emergency call.  At 3:30pm installer called and told me he would arrive at 4:30pm.  At 6pm no show and I was told he definitely would be at my home and install it that night since it was loaded onto his truck.  At 8:30pm no show so I called and they did not know where he was.  I called the installer from my phone call history, no answer.
  Next day I called to report his no show.  They said they were surprised he didn't show up and a manager would call me.  Never heard from a manager.  I had to repeatedly call to demand an install door appointment and I always talk to either an office person or the "answering service". 
  Finally I was called by ******** who said they had rearranged some appointments and the door would be installed on Oct 24, full day reserved, and he would arrive between 10 -12.  At noon another no show, so my wife called and told the answering service Cora that if we didn't get the garage door installed by the end of today, she was filing a Consumer Fraud complaint against the company with the Attorney general's office for a felony amount of $5000.00 since Elite had cashed our $5000.00 check in July and we had nothing but a piece of paper to show for it.  She said she would give it to the manager right away.
  About an hour and a half later the installer showed up. He was friendly and alert and began removing the old door, etc.  After three hours, he locked his vehicle key inside his work truck parked in our driveway and spent 45 minutes getting the door unlocked.    After four hours of work he began slowing down, his speech became very slurred, and he told me he was tired.  He had the door installed to the point of opening and closing. 
  I brought my wife out to let her see it.  She asked him to clean up the dozens of metal screws strewn around our garage floor, the driveway, and into the street so we wouldn't get flat tires.  He said he would and just stood there.  Since it was getting dark we started picking up the screws, his tools he had out in the street, cardboard packing he said would not fit on his truck, a section of the old door opener all left on us. He stood and watched us pick everything up and did not help at all.  We told him we weren't paying him the balance due because he did complete the work, did not bring an invoice, did not bring our remote pad and extra remote, and at this time he could not find the Liftmaster remote anywhere.  It was dark now and we asked him to leave as his speech became more unintelligible and he seemed under the influence of something.  When he left he drove the wrong way to get out.
  Below you find a list of all the work defects he left us with.  I have repeatedly called the company and spoken to Sean who said he will have the manager call us.  No one has returned my repeated calls to get the work corrected, the trash picked up, my key pad and extra remote he didn't bring with him. 
  Part of the reason I used this company is that they had a BBB rating of A+.  If this is A+, I would hate to live thru a C rating.  Please help me get some resolution to this worst business experience of my life and save other consumers from this totally unacceptable work ethic of this company.
  After their nice salesman took my $5000.00 check, they will not return my calls now and are giving BBB a bad rep for their A+ rating.  Everything this company has told me has been a lie:  Thanks, *****
  List of issues:
  Liftmaster garage door opener improperly installed - door will not close due to wires blocking closure
  Wires left hanging with bare wire connections exposed at both sides of garage door
  Exterior rubber weather strips not installed on each door side
  Trim board broken off and left on floor.  Trim not replaced.
  Did not install our key pad.  Said he forgot to bring it.
  Did not bring our extra remote we ordered.
  Lost the remote that came with the Liftmaster.  We found it the next day in the trash that he left here.
  Left trash in our driveway to include packing boxes, old garage door Liftmaster and metal hanging frame 6 to 8 ft long. Said "Chris" would come get it. Still waiting in a pile for Chris to pick up.
  Left dozens of metal screws, tools, pipes, sunglasses, plastic wrapping sheets, foam strewn from garage into street.  Would not pick it up. We had to clean it all up while he watched so that we would not get screws into our vehicle tires.
  I had to dig the warranty and instruction manual out of the trash.  
  He brought no invoice for me to make any notes on it to indicate I was not satisfied with the install and the remote and key pad were not delivered.
  I tried to program my vehicle garage door opener and it did not work.  I have done this in the past with other garage doors with no problem.  I think something was not installed properly which is the problem.
  One of the overhead frame screws holding the weight of the door does not seem to be screwed all the way in and appears crooked.
  He locked his key inside his truck and spent 45 minutes trying to open the door.  During this time, it got dark and I couldn't put my cars inside the garage since he was parked in my driveway blocking access.  
  The whole experience has been a nightmare and Elite has not returned my 3 phone calls to get resolution.

  

  Business response

  01/29/2024

  Good afternoon,

  Not sure if there was a mistake, this is quite close to 2 years and has been handled by Roc, installed and taken care of.

   

  Thanks,

• Initial Complaint

  07/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 1st our garage door broke and collapsed into the garage. I called Elite Garage Doors (formerly Precision Garage Doors) to assist us as they installed it for us 5 years prior. I was told it would be approximately 2 weeks to order a new door but that the technician could hang the door for security purposes until then. I asked what that would cost and he said the hourly rate was $295. I agreed and he started to get to work. I work nights and was in-between shifts that morning so I gave my son my credit card for the technician to run when the work was completed. My son woke me up an hour later to let me know it was done and the technician had emailed me the receipt. I was shocked to see I was billed for two hours of labor, and a 2% credit card fee that was never mentioned prior to running my card. The technician was still outside when I reviewed the email so I ran out to speak with him. He told me there was a "flat rate" of 2 hours for this type of call, but that he "is pretty fast". He said there was nothing he could do, and that I needed to speak with someone in the office. I called and spoke with ******, and she offered me $100 off and that was "the best she could do". I refused, stating I would pay for the hour of labor and even the credit card fee but that I did not think it was fair as I was not told about the "flat rate". She stated she would push me through to corporate since we couldn't come to a resolution and abruptly ended the call. I called back 20 seconds later, and was told she had "left for the day". I have yet to hear from any manager or corporate member despite several calls to the Tucson and Scottsdale offices.

• Initial Complaint

  07/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Elite Garage Doors & Gates 'Date instaled 4/12/2021 solar gate opener cost $5061.46 on 7/12/2021 the gate operator that was bolted to the cement slab lifted slab and operator out of the ground causing the gate not to open. When the installer put it in made a commit the ground was soft Remount gate operator on new slab with rebar and enough cement for existing soil condition at no cost to me. The Estimate for repairs from Elite Garage Doors &Gates is$1518.44 Thank you ****** Taylor 520 -609-0122

  

  Business response

  08/19/2021

  ******,

  While I understand your frustration over having a new gate opener installed and after a few month that is was not working. We can not be held responsible for the condition of the concrete slab. We followed all guidelines and procedures when installing the slab. It is very unfortunate that your area had an unprecedent amount of rain (10 inches) in a single month in which made your ground soft and causing the concrete slab to fail. When we were back on 7/12/2021 we never stated that we would do the work for free. I have in the notes that you were going to turn this over to an insurance claim and we wrote an estimate at the time of the visit which is all time stamped in the pictures below. The estimate in which we left you will rectify the issue cause by the rain and prevent it from further malfunction but unfortunately that can not be covered under warranty because it is a act of nature not the poor workmanship.

  Thank you,

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

  Senior Operational Manager

• Initial Complaint

  07/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Elite Garge doors to come out to my house in earlier April of this year. My Garage door broke. The salesperson said based on the cost of repair. I might think about getting a new door. I agreed. I ordered a new door for around $2,800. I paid in full and the Sales person told me 3-5 weeks to get my door but most likely around 4 weeks. After 4 weeks, I called Elite Garage doors and I was told the door would not be in until June 20th or so. This is additional 4 weeks. I was not happy about this of course. So about a week or so later I called back stating my door was in. After being told my door was finally in and was going to be installed. It never was. I finally got a call from General Mgr (******) that my door was not in. In fact, it was not even in the country. They were not honest with me. ****** called me back and stated he would send me a refund for the door. It has been 5 weeks now and NO refund yet. They have kept my money and I have no door. Not Honest at all

  Customer response

  07/28/2021

  Can you please close the above-mentioned complaint I opened last week? The company in question sent me a refund this past week. The problem has been resolved.

   

  Thank You

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