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:06/17/2024

  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.

   
  Complaint: 21861069
  
  I am rejecting this response because the business response does not resolve the issue, inaccurate information and states that I was very disrespectful to the technician and that is patently false.

  I will submit a formal letter later in the day that will outline all of the facts for anyone that wishes to review this business but must address a few items in the owners response.

  There was no damage to any part of the garage and the door did not hit something - not the day it broke or any day since installation.

  As a matter of fact, the technician told me that either he could fix it now and I would need to pay for labor or original installers would have to come and fix it at no cost.  He called the office to confirm and the owner stated I would have to pay regardless.

  The reason the technician suggested the original installers would need to come back out is because one of the most common reasons cables break is because of improper installation.  
  

  I had a review done of the garage after the technician left and will keep the independent findings private at this time.  

  It should be noted that the installation team that installed the garage came in an unmarked pick-up truck and refused to give me paperwork related to the owners manual and warranty because they said sorry we dont have it. 

  I was respectful towards the technician and directed nothing disrespectful towards him - not one word.  The two words of profanity were in two sentences:  one in which I was incredulous that I would have to submit my first ever complaints to the Better Business Bureau and Colorado Attorney General and the other was related to fact that this company markets that they are an A+ Better Business Bureau business and a complaint could trash it.  The owners accusation that I threatened to trash the company is baseless and false.

  Finally, the owner response stated This was not a manufacturing or installation defect as the door worked fine since 08/2024.  That is a false statement and includes the wrong date, highlighting the lack of respect and effort in which I have been treated throughout this issue and by this business.

  I no longer seek the help of the Better Business Bureau to help recover the $175 charge for the five minutes of labor and will focus on providing a detailed, factual letter overview of the entire experience - from the installation to this issue - for the files of the Better Business Bureau. 

  

  Business Response

  Date: 06/17/2024

  As we informed the customer today when the technician went out for a free estimate; the warranty is for parts and not for labor. We explained to him that he must pay for labor. He was not happy and was very disrespectful towards our technician, saying profanities and  threatening us that he was going to trash the company. We offer free estimates and he had the choice to go ahead and choose another company. This was not a manufacturing or installation defect as the door worked fine since 08/2024. The door must have hit something on the way down for this to happen as there were no broken parts. 

  Customer Answer

  Date: 06/25/2024

  To Whom It May *************** following is a factual overview of my experience as a customer of *********************** ****
  In need of a new residential garage door in the summer of 2023, I contacted Garage Door Services ****  The estimate was for $2,800.  After agreeing to the estimate, the installation was scheduled for August 10, 2023.  
  The installation crew consisted of two non-uniformed men that arrived in an unmarked pick-up truck.  
  The removal of the old garage door and installation of the new one was completed in less than two hours, significantly less than typical average installation times according to multiple published sources.  
  When the job was complete, I asked for manufacturers information related to the door and warranty information.  ******** leader stated that he did not have that information to provide.
  On June 16, 2024, a little over 10 months since the garage door installation, the left cable had a minor issue that would not allow the door to operate.  I contacted Garage Door Services **** and a technician was sent to fix the problem.  
  The technician quickly identified the problem and informed me that it was a five-minute fix and he had to call the office first to share his findings.  ********** relayed to him that I would be charged $195 for labor associated with the fix.  
  When I questioned why I would be charged, I was told that I had caused the damage.  This is patently false.  However, the owner insisted and demanded a $175 labor charge for the five-minute fix to the part that was installed less than 11 months prior.  
  This letter does not contain any additional information which could provide additional insight on the service that I received as a customer.  However, it does not and solely reflects indisputable facts related to my customer experience for others to consider when evaluating Garage Door Service Inc.
  

  
  

• Initial Complaint

  Date:01/18/2024

  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.

  The Date of service was December 21, 2023.My complaint is that they charged me more than 10 times the cost for parts.I was out of town when one of my tenants garage door broke. I had a hard time understanding the guy on the phone. After paying for the service, my tenant sent me the invoice, that's when I realized I was ripped off.

  

  Business Response

  Date: 01/30/2024

  We offer free estimates, and customer agreed to proceed with the repair. He even uploaded a copy of the acknowledgement signed, which is given prior to doing any work. Again, we do not charge to go out to the jobs-site and see what needs to be done! Customer agreed to get the repair done.   

• Initial Complaint

  Date:05/11/2023

  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.

   
  Complaint: 20049057
  
  I am rejecting this response.

  I only contacted the other company because I wanted a "tune up" and they were offering a special.  When they came in they asked me when I had changed my springs.  I told them it was last July (july 2022)  They then informed me that whoever did the work replaced them with undersized springs and that it was potentially dangerous and put undue stress on the opener motor.  They showed me that pulling the disengage handle on the motor SHOULD disengage the motor and have the door stay where it was (fully up or partially up).  Once pulled, the door came down quickly, something that is not supposed to happen.  I instructed the new company to fix the issues -- which essentially amounted to a complete redo of all the work from Garage Door Services **** costing me again. 

  I reached out to GDS and asked, politely -- not demanding as the business owner states -- if there "was anything they could do for me".  The lady said she would call me back by the end of the day, which she did.  She stated that she had contacted the manager and that, since I didn't give them a chance to fix it, they would not refund anything. 

  My position is that when I contacted GDS I thought was contracting with a professional company to fix my door.  Given that the normal person knows virtually nothing about garage doors, one relies on this expertise and professionalism.  By installing undersized / wrong springs, it is clear that the technician did not demonstrate expertise.  Logically you have to ask why you would send away a company that instantly looked at the door and identified a potentially dangerous situation in favor of a company that didn't get it right to begin with? 

  For the record, I never expected a full refund but thought that there would be some middle ground that we could reach.  The more I read the business' response, the more I am considering additional action.
  

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

  

  Business Response

  Date: 05/12/2023

  We advised customer that we guarantee our ********************** and should have called ** instead of calling another company. For the first time in 10 months customer reached out to ** today demanding a refund. We offered for a technician to go out free of charge and he refused. Customer never reached out to ** in the 10 months to let ** know he was having issues.
  If customer was having issues since last July he should have reached out. Technician left a business card on his garage with our contact information and the paper invoice provided also has our phone number. 

• Initial Complaint

  Date:03/30/2023

  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.

   
  Complaint: 19870031
  I am rejecting this response because: They never gave me an estimate as they state up front ( that is a lie) until they gave me the final bill. If they had, I would have been more likely to contest it but as it was, the job was done. Also as you can see from their bill, their bill is not itemized for each charge ( labor, parts, state sales tax, etc).  The other companies I called for an estimate later, broke out each item with cost of each and an amount for state sale tax. Their estimates were almost the same at $301. That is 2 .5 times less than what they charged 

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

  f $779 paid or will file a lien on our rented home. They don't show charging any taxes on their work which I think the ***************** would be concerned. I asked the company to issue me a new billing statement showing the charges itemized , the taxes paid, etc and to bill me for a reasonable amount other garage door companies charge. They refuse to do any of this.

  

  Business Response

  Date: 03/30/2023

  We offered to go to the customers house for a free estimate as we do not charge any service fees for coming out and customer is not required to do any ********************** with us. We provided an estimate prior to any job being done and customer agreed to it. Please see attached signed receipt by customer before performing any work. Job was completed, and the door was working again. Hours later customer called us to tell us he had placed a stop payment. Then he started threatening ** assuming we do not pay taxes, saying he will report ** to the *****************, etc etc. Customer was advised that if we do not receive a payment a lien will be placed on the house. 
  

• Initial Complaint

  Date:01/06/2023

  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.

  We were charged $1455 for two garage door springs. I clearly have no experience with garage door repair, but felt I would be honestly taken care of by a company who specializes in garage doors. After the work was completed, we got quotes from multiple garage door repair companies in town and were told we were absolutely ripped off and taken advantage of. The highest quote we got for two springs and labor was $700. We called garage door service inc to inquire about their billing practices because they charged us $585 per springwhich I now know this is insane. They also wrote $185 for labor on our receipt, but then charged $285. We spoke to multiple people calling themselves the manager. We were hung up on, called liars, yelled at, told they would refund $200 to be nice and then it was taken back because we kept asking questions. One manager told us the cost of springs are $500-$700 for two springs, then he said $5000. He said first he didnt know how much they charge for labor and then said they never charge more than $250 for laborwe were. Shouldnt a business manager know how much they charge their customers (aka victims), and why it is that cost? We said we would feel comfortable paying for their work if they could tell us how much the springs actually cost, the manager repeatedly said I dont know, I have to call my guy. We asked if the charge was because it was a holiday and he said No, we dont charge a holiday fee. Finally he said , You take what I am offering or you get nothing, youre not going to tell me whats going onIm going to tell you! Our phone number is now blocked, so we can no long ask the managers why they over charged us more than double the highest quote in town. When mentioning to the manager we would file a complaint his response was Go ahead, I dont care.yep they have done this many times before.No refund of the promised 200 dollars twas received and no explanation of the costs were provided.

  

  Business Response

  Date: 01/08/2023

  I am attaching a copy of the signed receipt that the customer signed prior to the technician performing any work; customer had agreed to the price that she was quoted. We offer free estimates and our customers do not pay any service call charge for us to go out to their home and provide a free estimate. Customer is never obligated to do the job with us; at the same time there is no weekend/night/holiday fee.

  Customer reached out to us on Friday, cursing us and demanding a full refund for the job. We tried to explain to her the charges time and time again without any resolution. The first time she called I explained to her in detail everything she had paid for, but she continued to insult us over the phone and use profanity. We would like to clarify that never at any point did we say that the price for two springs were $5,000 and she was never promised any refund.

  As you can see on the signed receipt attached, the cost for labor was $285 (far right) technician made a mistake when filling out the receipt on one line showing $185 under price, even though the correct amount was listed under the "amount column", moreover the correct price for labor was communicated to her in person prior to any job. Custome reached out to us for service on January 1st, 2023 (Sunday) and within 2 hours a technician was at her residence providing a free estimate.

  We provide reasonable and competitive prices.