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:01/04/2024

  Type:Customer Service 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.

  On November 18th a salesperson came to my house and gave me a proposal for replacing my garage door I stressed to him that I wanted it done before Christmas. He assured me this was possible as installation normally takes 4 to 6 weeks and Christmas was 6 weeks away. On December 5th I received an email saying they had no estimate time of delivery. Around December 15th I tried to reach the company. Nobody answers the phone I left messages that were not returned I directly emailed the sales person and no one responded to me finally after a day or so I got through on the phone they basically said that insulation could be done on January 5th but not any sooner. I told them about the salesman's promise and they had no explanation and I feel like I was sold on a product and service that could not be delivered. Unfortunately I could not get out of the contract without a 25% restocking fee. I called other vendors who would have been able to have the similar garage door in within 2 weeks. So now I am scheduled for service tomorrow "sometime between 8:00 and 5:00 p.m."9 hours is a long time to wait for a service call so I again tried to call the company to get a more accurate estimate of arrival time. The agent promised me that a technician would leave me a message via text tonight giving me a better estimate. It is now 9:00 p.m. and I have not heard from anybody I tried calling the company again no one answers they say press one to leave a message and if you press one nothing happens. I have been in touch with someone from customer service named **** who has assured me that they would look into some kind of compensation after my install because of the poor service I can't reach him the salesman or anybody and now I have to wait around the house tomorrow we'll see if anybody shows

  Business Response

  Date: 01/31/2024

  Good morning,

  We apologize for the delay and the lack of communication throughout this process.  Unfortunately, delays happen, but our communication should have been better.  This is an area we are working on daily.  We appreciate your feedback.  Since all issues have been resolved, feel free to contact us with any questions. 

  Thanks, 

• Initial Complaint

  Date:12/20/2023

  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.

  On December 18, 2023, Door Pro America, a vendor of ****** for garage door installations, installed/replaced a garage door at my residence during a torrential storm. At a time in which the state was preparing for flash floods, the installers proceeded with the installation. During the installation, the installer advised that an additional repair was needed with regard to a water run-off. He then tried hawking a non-approved, first-hand 'friend' to make such repairs, numerous times. The installers assured me that everything was complete and reiterated again that the aforementioned repair, could be done with a simple phone call to the installer's friend. After leaving the residence when they announced their completion, my spouse returned home to water apparently gushing behind the wall above the garage. The water was found to be leaking outside to the front of the home, from right above the newly installed and purchased garage. The installer was immediately called, and he returned with a friend who was not an employee of Door Pro America. They then attempted for hours, to repair the damage. It was revealed that they drilled through a radiator pipe located above the garage door during installation. They acknowledged the error and spent an additional six hours in my home in which the water could not be used at all to prevent further damage. After they departed, only part of my home had heat. My wife and I slept through a frigid night as the terrible storm swept through the county. There was no heat in the home for three days after until a plumbing/HVAC company was notified for their soonest appointment. As of this time, the HVAC company is still working on the issue causing my wife to again be stuck home on her second day off for over five hours.

  Business Response

  Date: 01/10/2024

  Good afternoon,

  We have resolved the concerns.  We will cover the cost to fix the furnace and provide additional compensation as a gesture of faith.  

  Thanks, 

• Initial Complaint

  Date:07/24/2023

  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.

  I ordered 2 garage doors with lifts on June 6, 2023. I was told it would take 3-5 weeks. At the 5 week mark, I called/ emailed for an update and was rudely told they were still within their window and didn't have information yet but would let me know when they got info from the manufacturer. 5 weeks after an order is placed and you still have NO info from the manufacturer? Then they call back and say they spoke to the manufacturer and could set an install date. We set that date for 8 weeks after the order was placed! I was told 3-5 weeks but was at least happy we had a date. Now at the almost 7 week point, I get a call that the install is canceled and the door panels are on backorder so they can't provide any info as to another date. WHAT??? My entire build is being held up because of garage doors. They cannot do insulation/sheetrock/etc without the house being sealed from the elements. And customer service is so unhelpful! They have no info! I can order a $5 item from other places and know when it is processed, shipped and who is delivering it at approximately what time. But an order for over $13k and no one knows anything??? Weeks after it was already supposed to installed and no one knows a thing??? And i still don't have my garage doors. This is awful business practice and terrible customer service.

  Business Response

  Date: 07/26/2023

  Good afternoon,

  Standard lead time for the product is 4 to 6 weeks but in some cases, orders get delayed from the plant.  We are working with the manufacturer to get an update on your order.  In the meantime, we are discussing options for a temporary solution.

  Regards, 

  Customer Answer

  Date: 07/27/2023

  I received a call that they could put in a construction grade garage door temporarily.  When asked how long I would have the wrong product for, I was told they have no idea.  When asked what doors are available to choose from right now, because maybe I could just change my order to something that actually is available (which is what I was doing originally!) they again said they don't know what is available now.  How does a garage door company not have garage doors, or any knowledge of what garage doors they have available??  Their response remains unsatisfactory.  

  Today is 7 weeks and 2 days from the time I placed my order.  I was told 3-5 weeks.  Even their response of it typically is 4-6 weeks put this behind schedule... and they dont even know what's available at this point, 7+ weeks post order????

  It is completely unacceptable, and not what I agreed to when I ordered.  I agreed to 3-5 weeks.  I accepted 8 weeks when I got the all at 5 weeks to schedule install at 8 weeks post order date.  Now, we are at 7+ weeks and they dont even have information??? This is not okay.

  Customer Answer

  Date: 07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Today is 7 weeks and 2 days post order date.  I was promised 3-5 weeks when I ordered.  Even if they typically promise "4-6 weeks" as their response suggests, they are behind schedule.  And they still do not have a satisfactory solution.  All they offered to me was construction grade doors.  They have no idea for how long those will be on, when my order will arrive, etc.  This is not satisfactory as a solution.  How does a garage door company have no idea 7 weeks post an order?  I expect what I ordered or another option that is similar.  I didn't spend $13k on garage doors to be stuck with construction doors for an unknown period of time.  It's not good enough.  
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/27/2023

  Good afternoon,

  We were under the impression you needed the doors to continue work on the home.  Our only option would be to install temporary doors.  The manufacture believes we will receive the doors by second week of August.  We do apologize for the delay.  

  Regards, 

  Customer Answer

  Date: 08/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I spoke with someone at the company and was told that instead of delivery in 8 weeks from my order date, I may have the doors I ordered by week 9 or 10.  I do not want temporary doors when it may only be another 2 weeks to get the doors I actually ordered.  I was told they would confirm that information with the manufacturer and then call me back to schedule a date.  However, they have not called me yet or confirmed a date for installation of the doors I ordered.  So this remains unresolved.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 08/02/2023

  Good afternoon,

  We do apologize for the delay.  The manufacturer was able to expedite the order.  It appears we were able to schedule the install for 8/9/23.  We will make sure you are updated if anything changes.

  Regards, 

  Customer Answer

  Date: 08/27/2023

  The company installed the doors.  we are still in the construction phase of the house so have not used the garage yet but assume the doors work as they are supposed to.  will update if there are any issues once we are able to use the garage.

• Initial Complaint

  Date:02/16/2023

  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.

  Door Pro America was scheduled to come out to my home Monday, February 13, 2023 to fix my "Keypad" outside my garage door that wouldn't open my garage door. They never showed up. They called and hung up on me. I notified them immediately and discussed the matter with a Door Pro America staff and was told "they did not have a "Lift Master Keypad" which was needed to work with my **** ****** **** Garage Motor. Door Pro America rescheduled and came out Wednesday, February 15, 2023, WITHOUT a "Lift Master Keypad." Instead, the technician attempted the repair using a "Universal Keypad," (***********) which Door Pro America informed me WOULD NOT WORK! The technician was unable to repair the keypad, citing a different part is needed of which again, they don't have. He lowered the garage door, pressed the set button and charged me $150 for his service! ??

  Business Response

  Date: 03/09/2023

  Good morning,

  Our standard service is $150.00, which was explained before the service was scheduled.  I have been in touch with the customer, and we are working on resolving the concern.  This should be resolved this week.

  Thanks, 

  Customer Answer

  Date: 03/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I was informed it would be a $150 for Door Pro America come out and repair my garage door keypad.  A Door Pro America technician came out and DID NOT fix the problem. In stead, stated a part was needed that they didn't have that I needed to get and required me to pay them $150. The technician from Door Pro America appeared to not know how to fix my keypad. If Door Pro America made 10 appearances at 10 family's homes at $150 per house, and did no repairs for whatever reason, they would have made $1500 for that day alone. My son fixed my issue without the part that the technician from Door Pro America said I needed. How is a company in the business of providing a service without parts, and tell the customer to get the part or parts, never fix the issue, (which is what happened to me) still charge a service fee for NO service?  Why state they do repairs if they're getting paid for not repairing anything, which is what happenedtome?  It's a disservice in my opinion to the customer. I will never use Door Pro America again. 

  Regards,
  
  ******** ****

  Business Response

  Date: 03/20/2023

  Good afternoon,

  We waived the service fee for you.  Typical, any service company charges a trip fee/service fee to determine what the issue is no matter the outcome.  We are glad you were able to have the keypad fixed.   

  Regards, 

• Initial Complaint

  Date:11/17/2022

  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.

  I am really getting frustrated we had three garage doors installed around June 20 and have had nothing but problems since. I paid around $15,000 for these 3 doors. one of the single doors was not operable the manufacturer sent the wrong cables After installation was concluded we did not have the right seals for all 3 doors and the double door allowing a huge gap on the bottom. There were quite a few scratches on the inside on the white surface. There were 6 rather large outward dings on six different panels from manufacturing - not corrected There are a ton of scratches and chips and all three doors down to the raw metal- not corrected Technician on site try to touch up the doors, and now they look like checkerboards and you could see all of the areas that were touched up- not corrected November 8 appointment to replace the six dented panels and the severely chipped up and scratched two door panel. However, the technician did not have paint and the new doors were just scratched as the old doors and he did not install them.This has been going on now for six months, many emails and over 40 calls to the company trying to get resolution, Repairs, support or responses with very little response from the door, pro America We are already on our sixth service appointment and still have issues and no resolution. The past manager her name ***** asked if I would just consider a 50% discount to keep the doors as is and at that time I said no I wanted a good quality door. She was going to expedite them. After waiting almost 3 months for replacement doors, the technician was out to install them. the new doors were just as scratched up is the current doors I am willing to accept one of two two solutions: 1) 50% to 65% discount off the total price to keep the doors as is and close the issue now (they still honoring the warranty).2) replace all three doors 100% with the same door., a good quality door with no defects plus a discount for the overall inconvenience

  Business Response

  Date: 11/29/2022

  Good morning,

  We will replace all sections and request the manufacturer do a quality inspection before we schedule the replacement.  Also, we will request the sections be expedited.  Once completed, we are willing to discuss compensation.  Typical, we do not provide discounts to keep doors as is, because it is a manufacturer warranty.  The lead time will be approximately 6 to 8 weeks. 

  Regards, 

  Customer Answer

  Date: 11/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: this is completely unacceptable. This has been going on for almost a year since I originally ordered these doors. All of the doors are either damaged with a ding chips, scratches, or terrible touchups were the doors look like checkered boards, and have very visible touchup spots all over them. This needs to be resolved by the end of the year again the two solutions are either to replace all three doors all panels on each door plus a 35% discount for all of my time and inconvenience or keep the doors as is to close this terrible experience with a 65% to 75% discount. If this is not resolved by year end of 2022 I am requesting $1000 a week for every week that this is not resolved in 2023. This is so disappointing and aggravating to see how poor your quality is and lack of follow up I have placed over 40 calls now, trying to talk to a manager, get resolution, and understand what's going on with very little response back your customer service is extremely subpar as well as your quality. I would highly suggest to have your quality department, review their procedures, processes, and SOPs so that you can build a quality product  versus trying to inspect quality into a product. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 12/20/2022

  The replacement doors were requested to be expediated and quality inspected from the manufacturer.  We cannot guarantee the doors will be received by the end of the year.  We will work with you on compensation once the job is completed to your satisfaction.  Our office will contact you to schedule, once we receive an ETA from the manufacturer. 

• Initial Complaint

  Date:10/21/2022

  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.

  I ordered garage doors through ****** in September 2021 which was to be fulfilled by Door Pro America. Due to warehouse shortages I was told it would be about four months out for install. Installers came in March 2022 but with the wrong doors (glass panels on the opposite side than what was ordered) they apologized and a manager called me the next day to apologize and reorder which would take another four months that they would try to expedite. In May 2022 they came again, and yet again with the wrong door panels. Another manager call with an apology, and expedited reorder and an increase form 10% to 20% on my rebate for the hassle. They came again in June 2022 with a repeat of the same issue, glass is on the wrong side of the panel at the top. I gave them a fourth attempt in August 2022 only to waste my time with the wrong doors again. This time the call center is unresponsive, the staff are going through changes supposedly and ***** they blame for manufacturing them incorrectly. However no manager calls me back and I keep having to pester  them. At this point I am over 1 year out and four install attempts, I am down 10k for two doors that I am waiting over a year on still incomplete.

  Business Response

  Date: 11/04/2022

  We have been experiencing difficulties with getting the correct replacement sections.  We agree this has taken a long period of time, but we do want to complete this job to the satisfactory of the member.  The new sections will be quality inspected by *****, so once they are received, we can finish the job.  

• Initial Complaint

  Date:09/12/2022

  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.

  Door Pro came out about 3 months ago saying they were going to replace a motor. I said the motor didn't need replacing; the problem, I believed, were the door sensors. The door would only close 18" so the door was stuck permanently open. The guy adjusted the sensors and then the door closed. He wanted to test it a couple times by opening and closing it. In the process of doing so, the spring/cord broke on the door. He manually disabled the pulley and closed the door permanently. The company refused to fix it, citing "animals" as an issue. I've had a farm for 7 years and they've been out 6-12 times in 3 years, fixing the two garage doors. They've refused to fix what they've broken.

  Business Response

  Date: 09/15/2022

  The last technician that was on site noted the door was working properly when he left.  The main issue is the existing motors, which we did not install, but we have serviced at no cost.  We will schedule another courtesy service, to get the door operational.  We left a message to schedule the follow up service.  

• Initial Complaint

  Date:09/08/2022

  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.

  I purchased a garage door system from ******* It was installed in March, 2022. On Sept 8 the cables tangled around the rollers and disconnected from the door - with my car trapped inside. I called Door Pro America early the morning of September 9th and was called back and told that a repair person was very hopeful he could get out to my house by the end of that work day and that he would give me at least 30-minutes notice before arriving. I received an email confirmation that a repair person would be out to my home between 8am and 5pm that day. So, I had to stay home from work to be available when he came. A bit after 4pm I called and was told by another service person that the repair person did not say that he would come out the same day and was told the person I talked to that morning wasn't to be believed, but the repair technician was and she had talked to the repair technician and she believed his story over the person I spoke with earlier that morning. I said what guarantee did I have that he'd be out on the 9th, since I thought I had a confirmation this morning. She said there are no guarantees in life - he could get in an accident and not make it out. This is so frustrating - now I am missing 2 days of work and my vehicle is trapped inside the garage because I cannot budge the garage door. And I have no faith that a repair person will arrive on Friday - so my car could be trapped all weekend - meaning I have to get a rental car and then take more days off of work for whenever they decided to show up. it is plastered all over their website - same day service. "Door Pro America has been serving homeowners since 1971. We know garage doors and we can get you back up and running today!" and that is the information I received in the morning, but apparently it is not an expectation of the afternoon employees.

  Business Response

  Date: 09/15/2022

   Unfortunately, same day service are not guaranteed.  We do our best to accommodate all service requests.   This information should have been explained when the service was scheduled.  We were able to complete the service on 9/9/22.   

  Business Response

  Date: 10/11/2022

  Good afternoon,

  Unfortunately, the tech assigned to the service was not able to make it due to an unforeseen event.  Once we knew he was not going to make it, we made sure it was schedule for the follow day to get completed.  

  Regards, 

  Customer Answer

  Date: 10/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Even though, when I called them after waiting for a the repair crew all day long (they did not contact me when they knew they would meet their confirmed committment) - I was told that they were re-scheduled for the next day - but, I was also told  "there are no guarantees in life" so I could be waiting for days on end. It only got resolved after I had scheduled another company to come out

  They did not attempt to contact me to tell me the repair technicians would not be able to make it, nor were they understanding of the hardship their lack of respect for their customers caused. I had to reschedule two full days off of work - I don't get compensated for that lost time. And, I have no faith that they value their customer base to make improvements. There is no contrition in their response. 

  Regards,
  
  *********************