Complaints

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:04/08/2025

  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 3/8/2025, a ***resentative came to my home on a scheduled appointment, for a garage door tune up, which involved tightening spring and bolts and greasing the track, I was told by salesperson. The ***resentative seemed irritated to be at my home and was unpleasant. He said very little. He began to work on my garage. I told him I would be inside my home and to knock when he was done. He did not respond. Approximately 10 min later, he knocked and told me it was done and he had also tightened the belt on the opener. He pushed the button to lower the garage and a loud popping noise and smoke occured, from the opener. I asked him if it was tightened too much because I could hear the strain on the opener unit. He said "No, that just happened". He said he only pushed the button once and I said I could hear him pushing the button multiple times. He said well yes, I did. He said the cost would now be $550.00 for the ***lacement capacitor. (in addition to the $89.00 service call). I called his office and the gentleman told me they were not responsible for it breaking. I said they were because it happened while he was servicing the unit. He kept speaking over me and told me there was no point in having further discussion and I told him if he was not going to fix what he did, then he was correct and I told him I would file a complaint with the BBB. He said ok and hung up on me. The *** pulled out of my driveway as I entered the garage and drove off. I believe they are responsible since they were serving the belt on the opener. I was not told this could happen.

  Business Response

  Date: 04/09/2025

  Upon the tech's arrival, ***** opened garage door, and the tech asked what was going on with her door. She said her door was making nosies and running slow. The tech disconnected the opener from the door with the emergency release to be able to open and close door manually. The tech inspected her door and discovered the bottom section of the door was damaged from someone running into it. The tech added screws to get the section in line. He lubed the track and rollers and the door ran smooth manually (without the automatic opener running it). The tech noted the  chain of her 19 year old opener was very loose causing it to make noise. The tech adjusted the chain to the proper tension, then reconnected door and closed the door with the automatic opener. The door worked fine. The tech knocked on door and told ***** he was done. He pressed the opener wall button to close the door for *****, and upon the door closing, a pop came from the motor and smoke came out. The capacitor blew. The tightened chain was not the cause. The opener is 19 years old and is worn from age. The tech called me and explained what happened. I told him to have ***** call the office. ***** called back and talked to me. I was polite and courteous, but the bottom line was she said she wants us to replace her 19 year old opener for free because her old opener went out when we where there. I have attached the file of our recorded conversation for you to listen to, as you will hear it is not as she described. We didn't charge her for any of the service calls we made to her property.

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23177242
  
  I am rejecting this response because: it was a tune up service call, not a "what's wrong with my garage door complaint." I was at a trade show and they were advertising tune up specials for *****. He was supposed to oil track and tighten bolts, not tighten the belt on the opener. I could hear the tension, when he pressed the button to the opener. The capacitor gave out while he was servicing it, not in the 5 years I owned the property, nor while I was operating the garage door. I Checked on ****** and the capacitor costs *****. They want to charge me $550.00 in addition to the service charge to repair. They are trying to ***** me, and should repair what they broke while servicing my garage door. The tune up was not supposed to include the tightening of the tensioner. I should have been asked if I wanted that done. The tech made no offer to fix any part of my garage door that was damaged. 

  
  Sincerely,
  
  ***** ********