Complaints

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• Initial Complaint

  Date:11/01/2022

  Type:Customer Service 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.

  Installation of the Keen Garage Door in Sept. was contracted by Dry Tech Roofing as a damage replacement. Approx. 2 weeks later, 2 of their remote controllers ceased function. A call to Keen resulted in an appt. with their rep. on or about Sept. 28, where he stated "I keep telling them to slow down and do it right the first time." 15 min. later, all appeared well. On Mon. Oct. 16 at 1:00 am the garage door would not stay closed. At 1:45 am, I called Keen and demanded that they come the next day to fix the problem, since I had no way to secure the door from the garage to the residence, and was going to have to stay up that night to dissuade raccoons, neighbors, etc., and their web site says "Available 24/7 for ******************* When I called Mon. business hours, they started to diagnose the problem over the phone, asking whether I had tried to lower it manually. Their web site states that it takes 2 persons to operate manually in a safe manner. They continued asking about blinking red lights, stating that I must have caused misalignment or obstruction (there weren't any), and I stated "It sounds like you want me to do your work for you. I expect you to fix it today or there will be liability issued involved." They now refuse to deal with me, saying I was "vulgar" and "abusive" (I admit to raising my voice, understandably). I was required to manually attempt to close the door myself (it wouldn't close the last 2"), make an appt. with a third party to make repairs ($140), and wonder whether I should hire private security until the appt. date. Lic. *******; Contractors ******************* File No. N A ***********; Consumer Protection Unit consumer complaint CD22080010.

  Business Response

  Date: 11/08/2022

                                                                                                  November 4, 2022
  
  
  
  ***************************************************************************, LLC
  3632 ************
  **********,** 95403
  **************************
  **************
  
  
  
  
  
  To Whom it may concern:
  
  Keen Garage Doors was contracted by Dry Tech Roofing to install a 15x7 CHI Model **** garage door with obscured cascade style windows, 24-gauge steel, heavy duty tracks, 14-gauge hardware and nylon rollers. As well as a Linear 7ff Belt Drive battery backup Garage Door Opener that came with 2 remotes and 1 keypad for **************.  We installed the door on August 17, 2022. The door and motor both were fully functional as they should have been when our technicians left the jobsite. The installers ***** and **** stated during the installation he watched and said several times "I'm going to watch to make sure everything is done right. He was looking over our lead installer who has 17 years' experience.The other installer **** is ************** son, who was trained by ************ (the owner) personally.
  
  Two weeks later ************** contacted our business due to the remotes for the motor not functioning properly. Once he described the issues, he was having we determined it was more than likely related to the sensors. After going back out to the service address and evaluating the situation, we found we were correct. It was indeed the sensors. Somehow, they had been misaligned.This can happen for several reasons such as bumping into them, stacking stuff against the wall or blocking the sensors. Sensor issues are not covered by warranty. As a professional courtesy, we did not charge ************** for our visit or for realigning the sensors. We explained to ************** what needs to be done to prevent this in the future.
  
  On October 16th at 1:45am, ************** left a voicemail on our company telephone line. He was very demanding and used profanity in his message. Due to his tone and the time of night we did not respond to ************** at that time. Yes, we are available 24/7 for emergency situations, however, like any other business we will use our judgement and not put or technicians in a hostile situation, we do have the right to refuse service. ************ did attempt to call ************** back at 7am, he did not answer. The Morning of October 17th ************** called again and this time **************** (the office manager) answered the phone. He was extremely rude;he would not allow **************** to speak. ************ could hear him yelling through the phone. At that point ************ took over the call. He asked ************** to calm down. He explained that we could come out and assist him, however, this time there would be a service fee. He also than told ************ he was going charge him for the dog food that the raccoons eat. He said, I'm going to see to it that you never get another customer. He then stated he would be contacting every board he could to make sure people never use our company.
  
  We understand that sometimes being in customer service and a Service based company that we may have customers and clients that are more difficult or need their hands held a bit. But after 2 trips out for free, there comes a point where we must draw the line and charge a service fee especially when it is operator error. I tried to walk him through how to reslove it and he stated there is no way he was going do anything at all. It was our responsibility. The door worked and the sensors were adjusted by our techs on both occasions and continued to work for several weeks until they were disrupted somehow by the homeowner. Even with ************** behavior we continued to come out. We continued to attempt to assist.We unfortunately had to draw the line. 
  
  We do not believe this complaint has any merit behind it. We also do not agree with the suggested resolution by the customer. This is ************* second attempt to slander our company name because he was not pleased with the fact that he would need to pay for our services. The ******************* has already dismissed his previous allegations.
  
  We do appreciate you bringing this to our attention and giving us the opportunity to respond to this matter. Please reach out if there are any further questions or concerns.
  
  
  
  
  Kind regards,
  
  *************************
  Office Manager
  Keen Garage Doors
  *****************************************
  **************