ComplaintsforLorain County Garage Door Repair

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Lorain County Garage Door Repair on Friday Nov 17th because our garage door would not open. Jaime from Lorain County Garage Door came out to assess the situation and informed us the spring inside a 16-foot pipe was most likely broken and would need repaired. He informed us that the spring was very small and inside this long pipe so the whole pipe would need to be replaced because there was no other way to get to the spring inside. He also noted that the garage door itself was too heavy for the original spring that was installed. Our garage door has 5 beams and windows that cause excess weight. He told us the new spring he was installing was better and would be able to better manage the weight. The house was a new build, and it is typical for **** Homes to install lower quality products during new builds. While disappointing, that is just part of being a homeowner. We asked Jaime how much it would cost to repair. He informed us it would be $850. At this time it was 3:00pm on a Friday and we were going out to town the next day and needed to get our cars out of the garage. We agree to allow him to repair the door. He stated that his warehouse closes at 4pm and the parts he needed to repair the door were at his warehouse. He would need to rush over to ****** from ***** ********** to get the parts. Jaime said we needed to write a check for $850, at which point he would have to go to the bank first to cash then he would go get the parts and come back to repair our door. He also wouldn’t take credit cards. While we were skeptical of this unusual business practice, we wrote the check. Jaime did come back to repair the door. While repairing the garage door he forgot a flashlight and borrowed one from us. He finished up the job and left. Shortly after he left, we realized he took our flashlight. He also left behind a big mess in our garage with screws and broken pieces from the repair all over the garage floor and under our car tires. He also refused to take the 16-foot pipe away and told us to put it on the tree lawn for the city to take it. We were relieved to have the garage door working so we called and asked him to return the flashlight. We quietly cleaned up the mess and put the pipe on the tree lawn. The city wouldn’t take it, so we were left with it. We negotiated a 2-year warranty on the job, and he wrote it out on a receipt. The receipt I might add was a piece of notebook paper that he scribbled up a quick receipt. He said he would email an official receipt when he got back to the office that he never sent. We were relieved to have our garage door repaired and just moved on with our lives. A week later the garage door wasn’t working properly. It would start to open and would stick and continue to stick. It would take 4-5 attempts to get the garage door to open. We had never experienced that issue before his repairs. After a few days of this I called Jaime back. I explained the issues and asked if he could come back and make sure the door wasn’t out of alignment or to check if anything was missed during the repair. We also wanted to know when we could expect our flashlight back. I was told that he never gets complaints after he does a job and that the issues were probably a new problem and not related to the work he did. He said he would have to charge me to come back and look at the garage door. I questioned this and gave a little push back. I re-explained that we never had these issues before his repairs and that I shouldn’t be charged for him to come back. At this point he started yelling at me and hung up on me. He called back 5-10 mins later and we continued to have some back and forth. He made several insulting comments but eventually agreed to return the flashlight. We said we were going to call a second company to look at the door. Jaime was upset that were willing to pay a new company to assess the door but wouldn’t pay him to come back. Based on things he said in the conversation and the issues we were experiencing, I had little faith that he would correct the issues. We parted ways and Jaime continued to call me multiple times that evening, including have a women call and apologize for the situation. One of the calls came in at 11pm. We called ****** **** and had them come out on Friday Dec 1st. When ****** ***r came out, they informed us that the 1st repair done by Lorain County Garage Door was done incorrectly. They took photos and did a write-up for us detailing what was done wrong. They stated that the Door had a 2x250x32 spring that was rated to pick up a door weight rated at 140lbs. The door we have is 180lbs. They had to replace the new spring with 2 newer springs of 2x234x36 rated to lift a door weight of 180lbs. ****** **** stated that Jaime had installed the wrong spring for the door. ****** **** also noted that the bearings should have been mounted on the inside of the track, but Jaime cut a corner and mounted them on the outside of the track. I was extremely upset to learn this. Jaime was aware of the weight issues and made comments to us regarding the weight on Nov 17th. He told us he installed a larger spring that was able to manage the weight of the door. He knew the weight was an issue and still gave us the wrong parts. I was even more upset to learn that they mounted the bearings incorrectly as well. To add insult to injury we learned that Jaime overcharged us by $350. ****** **** charged us $500 for 2 springs (not just 1) and the labor and parts. Starting on Dec 4th. I have made several calls to Lorain County Garage Door to discuss the situation and what we can do to remedy the situation. Jaime answers the phone and keeps telling me his office manager will contact me, or he gives me times I can expect calls and they aren’t returning my calls. It has been a few days, and I cannot make progress. Since the receipt he wrote did contain a warranty and the garage door broke after a week. I would like a refund of my money. I do not recommend this company. They are difficult to work with they have questionable business practices and do poor work that they overcharge for.

  Business response

  12/15/2023

  Jamie gave verbal response to BBB staff (ka):

  We got a call on a Saturday that her car was stuck in her garage and she needed a new spring for her garage door. We set the appointment, I told her that I did not have the spring today because it’s the weekend.  We usually part up our trucks on Monday and she said that would be fine.  I said she could leave a deposit, that way we didn’t go there for nothing because we would have to charge her and we could put that towards the service on Monday. We also got her car out of the garage so she could have a car throughout the weekend. She wrote me a check, I believe it was for $150, but she forgot to write one hundred fifty, she just wrote one hundred.  I deposited the check, I got a copy of the check from the bank to let her know that there would still be a remaining balance at the end of $50 because they would only cash the check for $100.  This was the same day, she said OK not a problem and that we would see her Monday and she thanked me for helping her get the car out of the garage.  That alone is a $199 service fee if your car is stuck in the garage. Unless we do the service and fix it and then your car will come out automatically. I get a call on Sunday and she says that her garage is fixed.  She decided to go with somebody else that finally called her back.  This is the company that wouldn’t return her call, didn’t come out and canceled on her.  I did same day service, came out to her location, got her car out of the garage and set an appointment for Monday.  Now all of a sudden she wants her money back.  Well, first of all we didn’t charge you. We charge $89.95 for a service fee to come out,  if they decide to get anything done. If they want to wait a while and talk it over or even wait until after Christmas, we can still hold that $89.95 for up to 30 days until they are ready to make a decision.  We can apply that to a service, no problem. The spring was paid for on my behalf because we had a verbal agreement for Monday. Than all of a sudden, the guy had the spring on the truck and she just went with them.  That’s a non-refundable deposit and I understand why she would do that when she already had $100 set for Monday.  Matter of fact, she confirmed it when I called her back about the check. And, we got her car out of the garage as well. I missed money on this.

  Customer response

  12/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  I am shocked at this response and find it to be an outright lie. He must have me confused with another client he is trying to scam. I have attached his hand written warranty/receipt along with the a copy of the cashed check with a date and time stamp of when it was cashed. This should be evidence enough to back up my original statement. These documents also prove he is lying about the situation. I never wrote any other checks to him outside of the $850, and I would encourage the BBB to ask him to provide documentation to support his claims (He won't be able to provide any). I have also attached a copy of the receipt from ****** **** the second company that came out to make the proper repairs. They said they have photos they can send me if I the BBB would like them. The receipt from ****** **** will also support my claims that the wrong spring was installed on the door. I never had any appointments with any company prior to contacting Lorain County Garage Door. I maintain that I did call Jaime about a week after he did repairs to let him know that the garage door was still not working properly. Jaime told me that he would have to charge me to come out and inspect the garage door because he doesn't do bad work and the garage should be fine. After his poor behavior on the phone and hanging up on me, I didn't have confidence that he would do the job properly. I was more than happy to have Jaime come back out and re look at the door initially. I assumed their were some alignment issues that needed to be tweaked. It wasn't until his bad behavior that I had to re-evaluate. That is when ****** **** was called. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** ****
  
  
  
  
   

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They never showed up to do job and lied Several times.

  Business response

  11/10/2023

  Response taken over the phone by BBB Staff

   

  The $89 is for the non refundable estimate.  If he would followed through the service we would have taken the $89 off of his bill.

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