Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/04/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
We have a home warranty through American Home Shield. American Home Shield sent Reliable Garage Doors out to fix our garage door. Reliable Garage Doors came to our residence to assess the situation, and determined the belt was broke and they had to order a new belt. They disconnected the rail and operator and installed a rope at the bottom of the inside of the garage, so the garage door can be pulled up manually. However, the service technician left the red manual pull handle hanging, so when the garage door was pulled up manually, the red manual pull handle got caught between two garage panel openings as the garage door was going up. This caused damage and created the bent opening in the attached pictures. The Service Technician should have secured or removed the red manual pull handle. Also, the rubber is rubbing when the door is going up and down, so the rail needs raised. Neither of these described issues existed, before Reliable Garage Doors serviced our garage door.Business response
12/23/2021
Business Response /* (1000, 10, 2021/11/03) */ Contact Name and Title: ***** ******** Owner Contact Phone: XXXXXXXXXX Contact Email: ******************@gmail.com This will be the 3rd time i have given the same answer and solution to the 1st issue. I was out to your house in person and the opener was in the floor which would make it hard to ctach the releae in the door. if you was able to catch a release in the door it was to long and would have been a fault of the original installer my techs sreant going to pay much attention to the legth of a release rope when repairing a belt. I cant be responsible for you getting anything caufht in your door while you are operating without me even being there it is a plastic piece that you are saying bent the metal so you had to feel some force or resistance and should have seen what was causing this as opposed to forcng the door up further. onve again as stated before i am willing to see what of teh dent we are able to straighten and as for the piece that is rubbing this is the 1st i have heard about thta issue but we are willing to look into it Consumer Response /* (3000, 12, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not agree that the technician is not responsible, and would like the panel replaced if it is not able to be straightened. Business Response /* (4000, 16, 2021/11/24) */ He was 1st told to wait for the part he demanded so I tried to help him till the part got in he was told he would have to watch the cord if he unhooked the j arm I am willing to see if we can straighten the panels im jot going to replace them my tech didn't demt the door there is no way to say what he did with the chord and traveler after we left. We didn't damage his door he did. I talked to my tech **** and he told me he told him about the risk of that cord if it was disconnected and once again he insisted. This experience changed my whole company policy as from now on we will wait till parts come in there will be no more trying to make things work. This would have all been avoided if the customer wouldn't have called demanding his door be fixed immediately less than 48 hours after we was at his house to assess and order parts I heard him through the phone when he was talking to my tech and tried to explain to him the we had to order parts we didn't have the part and would call him when it came in. Consumer Response /* (4200, 18, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) All of these responses have been absolutely unprofessional! If the tech explained the cord situation to my husband, we wouldn't be in this situation. At this point, I don't want anybody from Reliable Garage Doors at my residence because I don't trust them. I would like to have the damages repaired by a third party and be reimbursed.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.