ComplaintsforGlenwood Garage Door Service

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Glenwood Garage door service installed new garage door opener, keypad for $500 12/10/2020 I contacted Dave S**** 8/29/21 regarding problems with door. It was opening rough. I spoke with employee named Ben and he said they would come take a look 8/31 or 9/1. I received no communication after this. 10/4-door opening partially, closing and on the third try it wouldn't open at all. We saw the spring was broken and a piece of the door was broken. I called Dave S**** and he said that they would come look at it. I check in on 10/12/21. Upon asking him if we could see if a part of the damage was caused by improper installation of the motor, made worse by the delay in them checking on it, he said: "nevermind, call someone else" ******** Garage Doors fixed the issues for us 10/12/21 for $436. The tech said the center area of top strut and opener bracket pulled loose from the door due to travel limits being overset. The limits were set by the installer of the motor, Glenwood Garage door service.

  Business response

  10/25/2021

  The complaint alleges that a broken door spring is a direct result from work we did prior on this door.
  This is not the case. We installed a new electric door opener.
  An opener is in no way related to the operation of, nor breaking of a spring.
  Please see attached documents giving the reasons for springs to break.
  There is also an allegation that incorrect limits can cause the unit to pull from the wall.
  Again this is not true. If limits are wrong, the door will not open or close completely.
  The most common cause of the unit pulling away from the wall is trying to open the door with a broken spring.
  David S****
  Glenwood Garage Door Service,Inc.

  Customer response

  10/25/2021

  Complaint: ********
  
  I am rejecting this response because:

  The business owner states the garage door motor installation was in no way related to the breaking of the springs and cables on the door. I had a reputable business come look and the door and fix it for us after Dave S**** refused to even look at the issue. They stated that the springs broke because the closing limits were overset, causing excessive pressure to be placed on the springs and cables. The limits are set when the motor is installed. Glenwood Garage door service installed our motor. My issue also is that the business owner refused to even come look at the door and see if there was something wrong with it. Causing us to hire another company to fix his faulty work. This cost us $436. I would like that reimbursed since he refused to help us with a problem his company created when they installed the motor. 
  
  Regards,
  ******** ****** *****

  Business response

  10/25/2021

  The assertion that the lower limits being set wrong will cause a spring to break is totally false.

  If the lower limit is set for too much travel, the door will hit the floor and automatically reverse to full open.

  I enclose information as to why a spring will break, please read that part of my response.

  I don't know who the "reputable door company " is, but they don't understand the basics of how a door opener functions.

  David S****

  Glenwood Garage Door Service
  

  Customer response

  10/25/2021

  Complaint: ********
  
  I am rejecting this response because:
  In my original complaint I included the invoice for the reputable garage door service that came and fixed the issue. They stated that the springs and cables broke due to the closing being overset. The limits are set when the motor is installed. Glenwood Garage door services installed the motor Dec. 10,2020. No one has since adjusted or touched the motor. I contacted Glenwood Garage door services prior to the spring and cables breaking because the door was having problems. I was told a technician would come out to check the door. I didn't hear back for over a month. The garage door failed at this point and the spring was visibly broken. When I contacted David S****, with Glenwood Garage door service and told him what happened. He said a technician would come fix it. The day the technician was supposed to do the repair, I asked if we could discuss pricing when the tech got here if the issue was from improper motor installation. As soon as I asked that, David S**** immediately replied: "nevermind, find someone else". Please see original claim for a screenshot of this conversation. I reached out to a reputable garage door service and a tech came and fixed the issue for us. It is completely unacceptable for a business owner to refuse to check the equipment they installed when as issue arises. Dave S**** refused to even come look at the door. This caused us to not have access to our garage for over a week, then have to hire another company to fix his faulty work. Again, Dave S**** states that the install if the motor could not have caused the spring to break. A reputable company and experienced technician states that the closing limits set when the motor was installed caused the issues and need for repairs.
  
  Regards,
  
  ******** ****** *****

  Customer response

  11/01/2021

  Better Business Bureau:

  I would like my complaint ID ********, to be handled through an Arbitration hearing with BBB.

  Regards,

   

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