Complaints
This profile includes complaints for A-Authentic Garage Door Service Co's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/11/2023
Type: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 pressed my wall garage door button and my car trunk opened along with the garage door. They got locked and I called a authentic to just check out my garage door to make sure I didn't do damage to it. The door was not checked out for damage but *** immediately said that I had the wrong springs for the door. In hindsight these springs have been opening the door for 10 years so there is nothing wrong with them. After I paid $1,500 for new springs the door started to bounce back up and wouldn't shut. The same guy came out and immediately said I needed a new motor. I asked why he thought that and he said he just knew. I asked for diagnostics and after a couple of minutes of going back and forth he pressed a button and counted light flashes. He read an excerpt to me which indicated that the door was closing too heavily so he lessened the tension on the springs and now after a week I have not had the problem with the bounce back. I discuss this with another company and they said I shouldn't need new springs unless they were broken which they were not and I didn't need a new motor. Indicated that authentic has a quota for their technicians that they must sell at least $1,000 of repairs. I feel very cheated and cannot believe the dishonesty that I've experienced.
Business Response
Date: 05/17/2023
We want to apologize for this experience. We would be happy to discuss the issues with you and help you get this resolved. You can give us a call and our customer care manager would be happy to go over your issues, so we can correct this experience.Initial Complaint
Date:12/29/2022
Type:Status:ResolvedMore 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 11-22-2022 I ordered garage door repairs. I was given quotes for 3 of the ************** requested checks for half of each which I provided. After 2 of the repairs I canceled the charge for painting & requested a refund of $314. They approved the refund on 11-29-22 but I am still waiting for it a month later. Every time I call they say it is out of their control. They owe me $314 & have failed to pay. Your assistance will be appreciated.Business Response
Date: 05/17/2023
We want to apologize for the delay in the response. We hope at this point that you have received the check. We are sorry for this experience and are working every day to make things better.Customer Answer
Date: 05/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************************
Initial Complaint
Date:09/16/2022
Type: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.
We had work done on our garage on 9/14/2022. We signed on an iPad, paid by check and received the invoice online later. The invoice was very inaccurate and had us paying for things that should have been part of the price of the work being performed. I spoke to the manager after more than a day trying to talk to him. He said he would issue a new invoice. In the meantime, they cashed our check.2 things: I believe there was fraud in what was charged and how it was portrayed; and I believe they intentionally cashed the check immediately and had the benefit of the overpayment. I called today and was told that next week the matter would be corrected. Note: I do not have a problem with the work done, however, being charged for nuts and bolts is silly, and that is just the beginning.Business Response
Date: 09/19/2022
Mr. ******* has been sent an updated invoice by e-mail. We did make a mistake and have corrected the invoice to reflect accuracy. A refund is being processed through our accounting department and will be mailed directly to the customer. In response to the check cashing process, it is our policy to process all checks using a mobile check cashing process while on site. We appreciate the opportunity to correct our mistakes and look forward to continuing to serve Mr. ******* in the future.Customer Answer
Date: 12/08/2022
I was overcharged for work done. The company agreed that I was overcharged and said they would send a check for the difference. Five weeks and six phone calls, and no check. Fraud.Business Response
Date: 05/17/2023
We apologize to the customer for this experience. He should have received his check in the mail by now. We also apologize for the delay in this response.
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. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.