ComplaintsforBOSS Garage Door And Screen Solutions

• Initial Complaint

  06/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Had Boss come to my home for an estimate garage door sliding screen replacement on 2/14/22. Gave them $750 down payment for the job. We were told it could be up to 4 weeks wait. It has now been 4 months. Their website states that they in house manufacture products which is false. After 3 months wait I found out they have an outside company manufacture their products and that manufacturer has no idea where my order is or when it will be ready, or who I am, so I asked for my money back and was refused. They joked about other customers who had 9 month wait times and I woul just have to be patient. I think after 4 months of waiting for an order that they can't find is patience enough, and I really can't believe Boss or their manufacturer cannot find my order. I am thinking that it was never placed. All I want is my money back so I can get an installation completed with an honest/professional company. Boss's website and method of doing business is deceptive and they give customers false information when or if thay return their phone calls. They also would not provide their manufacturer information as I would have called them myself. I appreciate your assistance. I cannot upload my receipt but I can and will copy and forward to your address in Longwood. Regrds , *********

  

  Business response

  07/18/2022

  Business Response /* (1000, 12, 2022/07/12) */ Contact Name and Title: Scott H*****, President Contact Phone: 386-212-5777 Contact Email: [email protected] Mr. ******* ordered custom screen sliders for his garage. We gave an estimated length of time, based on the estimate from our vendor. We do not manufacture screen sliders. We do manufacture our own motorized screens (and the lead time is much less). We are not lying on our website. We did not forget to place his order. We have given him an honest answer about delivery date; our supplier cannot and won't give us a date. This is the result of the current state of affairs in this country. Anyone in construction will explain the challenges they/we are currently facing; labor shortages, supply shortages, major price hikes, product quality issues, lead time extensions, gas prices, etc. Mr. *******'s wife has posted negative comments about our family business on********* (other happy customers notified us and responded in our honor). Mr. ******* has reported us to channel 9 news. He has left messages on our voicemail with obscenities and treated our staff very poorly. The only reason we cannot give him a refund is because we cannot cancel the custom order. All screen sliders must be customized to the particular garage they are going in. Because of this, we cannot cancel or return an order once it has been processed. We would gladly return his money if we could get our money back. This is a very unfortunate situation all around. We are not happy with how this order has taken this long either. That said, our response is not to try to harm the business we ordered from. They did not create this economy or have anything to do with the supply chain issues and labor shortages across the country. We check in regularly with them and will be notified when the screen door arrive. Consumer Response /* (3000, 14, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have read the response from Mr. H*****. It is unfortunate indeed this has happened, but the issue at hand here is that at the time of payment we were told 3-5 weeks, then we were told the end of April, then we were told early May. Again, the issue is 3-5 weeks vs 3-5 months. If there was an honest time estimate up front then there would be no issues at all. How hard is that to understand. Forget the economy or the poor struggling trade industry issues. Please stop saying this was the understood time frame because it was not and Mr H***** knows that it was not. If that was the case then we should have advised of this right up front, day one. Also never told this was a special order - never was this said at the time of payment. If we are going to argue this then please try to be honest and not blame the primary issue on the economy. ** ******* Business Response /* (4000, 16, 2022/07/15) */ Mr. ******* was not even involved in the initial conversation, his wife was. She also thinks she paid the deposit in cash, which she did not. It seems they are confused about a lot of things and spreading misinformation. As soon as we ordered the doors, we got an ETA of mid-May and we shared that information with Mr. *******. Yes, it is a month later than expected and 100% out of our control. We are done arguing about this with this rude, condescending individual. We have been polite throughout, but cannot continue to waste time reiterating the same thing over and over trying to get him to understand. He does not and he will not. He has buyer's remorse and wants his money back and will not be happy as long as he has paid us anything. Continuing to fight about this when we have no control of the timeline is insanity. AND WE'VE BEEN SPEAKING TO MR.******** ALL WEEK AND KEEPING HIM APPRISED THAT HIS DOORS ARE IN. I'm so tired of dealing with this and them, I will take a loss and return their money. Consumer Response /* (2000, 19, 2022/07/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) please see my comments dated 7/15/22 stating the issue has been resolved. * ******* Consumer Response /* (2000, 23, 2022/07/15) */ Today 7/15/22 I received a call from Boss indicating that they would refund my $750.00 deposit. I went to their office and was given a check for the above amount after signing for it. At this time I consider the case closed and the issue settled. Thank you for your assistance, **** *******

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5.10.22 I contacted Boss Door and spoke w/ rep. and explained that the chain was loose and can we just tighten it. He stated no and will have someone come out. Two men came and took a screwdriver and turned the linkage 2x and said all good. I asked the gentlemen if we owed anything and he said no "I was not hear for 3 minutes " . Three days later a woman called stated that I owed her 95.00 and I said for what , she stated for a service on 5.10.22 and I stated they did not service the door her turned a screw 2x. They did not oil- grease or look at anything. He turned the screw 2x and left. She stated she was mailing the bill. I called back to speak with the owner and the rep. on the phone stated I did. I explained that no one discussed a fee charge and in fact that they have been out to my home 2x before and never billed. He stated that those were complimentary as we purchased the door. He stated that they have services charges and I told him why did he not mention it. he stated " nothing is free. I told him to send me the signed estimate for 95.00 - he stated there is not one. I said well you could of charges me 300-400 dollars and it is imperative that they relay this information to homeowners. He said again nothing is free and that it cost him money to put gas in there truck. Then he told me that placed a big note on my account DO NOT SERVICE and to forget the bill. Three days later I recv'd a bill or 95.00 stating refusing to pay. I was never informed of a fee for coming out and we could of tightened the chain. If I had to get trees cut , or a pool service, grass service all prices are upfront. Boss Doors doesn't have that decency with their customers. I now feel like I am being harassed by the owner. The bill even has a place for signature accepting the work . It is just not fair that they can do this. Its not fair to bill a charge after the fact and never inform the customer. Very bad business ethic.

  

  Business response

  08/19/2022

  Business Response /* (1000, 19, 2022/07/13) */ We did not tell the customer they couldn't do this themselves as they just asked for us to come out and we immediately got them on the schedule. The techs who went out never told her she did not have to pay as when they returned to the office they told us the customer told them she would not have to pay. I was confused to hear this as we never told her there was no charge. We do free service calls for up to a year after we install a product and verbally tell this to the customers and also tell them if they call with an issue and its been a year since install there will be a service charge. This customer had her unit installed in February of 2020, therefore a service fee would be invoiced as its been past 2 years of install. The reason there was no signed estimate is because this job was not an estimate. Estimates are free and they did no estimating, only actual labor while there. The main issue is we did the work requested and this customer refused to pay us and called our staff yelling inappropriately over a service call they claimed they could have done themselves. The customer has finally paid us 2 months after the work was done. Consumer Response /* (3000, 21, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Boss Door is lying. My neighbor was here with me when your representatives told me that there was no charge. His exact words were I was here for 3 minutes and turned the screwdriver twice. When I called and spoke with the owners wife she was extremely rude and told me they would place a lean on my home if I didn't pay. The only reason we paid this bill is because the BBB closed the case without informing me of the process. When a service is provided the charges should be upfront and explained and an invoice at the end of the service which I never received. It just keeps both parties honest. I have given many references out for Boss Doors and will no longer do so. I hope this was worth losing customers over. Business Response /* (4000, 29, 2022/08/05) */ Any time we send a tech to someone's house, there is a charge for the service call unless it was a new install and something isn't operating properly. No business can operate for free or they wouldn't stay in business. We pay our techs hourly, we pay for the trucks they drive, the gas to drive them, insurance, tools, a building, advertising, etc. There is nothing more to say. We consider this matter closed.

*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. ↩