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:03/08/2025

  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.

  ******************************* come out and install a new garage door in our home. We were double charged for the work (they debited my wife's bank account as well as charged my credit card). We have been trying to get a resolve on this for over 2 months with no response. Multiple attempts to contact our sales *** as well as calls to their customer service lines have been unsuccessful. They either keep transferring us to various departments within their organization or our voicemails asking for a return call are never addressed. Incredibly poor customer service and concerns over an issue that they created. While they do very good work I would be cautious to use them.

  

  Business Response

  Date: 03/12/2025

  The refund has been processed as of 03/11/25 we apologize for the delay.

• Initial Complaint

  Date:02/28/2025

  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 shares in this company (****) but they have not mailed the stock certificates to me. I have tried to get them by several phone calls and written requests.

  

  Business Response

  Date: 03/04/2025

  I will forward your message to our corporate office.  Expect an answer within 24 hours.

• Initial Complaint

  Date:12/23/2024

  Type:Order Issues
  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.

  Signed a contract for new garage doors 11/29/2024. Cancelled in writing 1 day after signing with Deposit. I have the email as proof.Called 2nd day to confirm my cancellation with customer service, which they told me they would have accounting get my refund.15 days later still no refund of my deposit. Called again, stating your past the 10 day window they have contracted for refunds. They told me their accounting takes a long time to issue refunds, and to dispute with the bank. This is terrible, going through the bank can take months, when I signed in good faith, the contract strictly states refunds would be 10 days on cancellations. I only signed thinking they would hold to there contract terms, which they dont. I am also contacting a consumer attorney.

  

  Business Response

  Date: 12/27/2024

  The refund has been processed by our accounting team at this time  please check with your card issuer. 

  Customer Answer

  Date: 12/27/2024

  
  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:12/13/2024

  Type:Sales and Advertising 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.

  We had new garage doors installed by this company. The first garage doors the craftsmanship was atrocious, there was glue residue all over the panels. Waited about two months for them to replace new garage doors. The second replacement is defective. We sent them pictures the next day after they were installed. No one is returning our phone calls. We can not get anyone to help resolve our problem. Paid over $14,000 with this company for garage doors and front door. I would expect better customer service.

  

  Business Response

  Date: 12/16/2024

  Our records indicate contact with the customer on 12/11/24. We informed the customer that the ******************** had to be special order due to a recent manufacture defect. unfortunately the available sections we have in stock are also defective. To avoid further issues we are special ordering the customers new door sections the tentative install date is set for 1/24/25. We informed the customer of this on the 11th.

• Initial Complaint

  Date:11/12/2024

  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.

  Mesa Garage Doors agreed to provide a pedestrian gate on my property. The expectation was this would take approximately 3 weeks to be built and installed. After two months I stared calling regularly and requesting completion dates (I also called previous to this time). Nobody would return my calls and I had to call multiple times before talking to someone. Completion dates were not provided unless I asked multiple times. Finally two weeks ago, I was told the gate would be installed the following week. When I still hadnt heard from them toward the end of the promised week of installation, I called again. After a couple phone calls I was told it would take another month. This would be a total of three months for a gate I was told would be installed in approximately 3 weeks. They have been holding a $500 deposit of mine for over two months and I have lost all confidence and trust in this company. I requested a discount if I was going to consider waiting another month for a gate totaling almost $5,000. I was finally told they would give me a $200 discount for a 3 month delay. This is unacceptable. I could have had the gate already installed if I had chosen a different company. Their deceptive practices have left me in limbo for over two months and they have been holding $500 of my money. I am starting to believe I will never receive my installed gate.

  

  Business Response

  Date: 11/13/2024

  Hello,
  We apologize for the delays with this project. The $500.00 additional discount has been approved and applied to the invoice leaving the total contract amount at $3,550. We are able to install the gate on or after 12/04/2024. We will be contacting the customer directly to schedule the work.

  Customer Answer

  Date: 11/13/2024

  The timeframe provided (12/4/24 or after) is very vague and allows for further delay.  In other words, the gate will be installed sometime in the future.  This is unacceptable as Ive already waited over two months, and this does not provide any insurance that the gate will even be completed in 2024 or anytime soon.  
  

  Additionally, I feel a 20% discount ($910) is more appropriate considering the very significant delay.  

• Initial Complaint

  Date:09/26/2024

  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.

  Hello I placed an order with Mesa Garage company for garage and entry door on 5/22/24. I was advised that the garage door and entry door would be installed first week of August. The installation date continued to get push back because I was advised that the door was not ready, but come to find out on 7/18, I was contacted to approve the drawing of the door. The installation of the garage occured 8/22 after several no show appointments. Next I was told that the entry door would be installed 8/30. Again several emails confirming, but no show from the installers. Then on 9/5, Mesa arrived with a entry door that was not mine. I was very upset and the installers went away with the door. Mesa contacted me on 9/5 and said that they would have the correct door designed and sent out on 9/11 for installation. The door came flawed. The wood panels for the window cutouts were not even. The framing around the windows were missing exposing the defects. The installer told me that painting the door would cover the flaws. The door was painted. but after paint it was noticeable that the panels of the door was also splitting. There were cracks through each panel. on 9/19, Mesa came back out to adjust the door. Upon the arrival the installer mentioned that he would not adjust the door, because the door needed to be replaced. Several pictures were taken and I contacted Mesa with the updates. I have contacted Mesa several times thereafter via email and phone, essentially every other day. I have received no follow up on my claim. The door is still under warranty but ********* has not offered to repair the door. I just want a new door. The door delivered doesnt even closed properly. I tried to locate the owner of the company to help resolve my issue but I have had no luck with that either. Online reviews were so pleasant but the customer service provided to me did not reflect the online reviews.

  

  Business Response

  Date: 09/27/2024

  Hello we have spoken to this customer already. We have agreed to reproduce her entry door to her satisfaction to her. We are pending production and install date *** we will notify customer ones we have these.

• Initial Complaint

  Date:07/25/2024

  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 hired Mesa Garage Doors to replace my garage door. I was very specific about the door and the windows on the door since I needed to adhere to my ***'s strict requirements. I was told that what I'm ordering matches 100% what the *** requires. I placed the order. The tech came to install the door on 5/15/24. Once the door was installed, I told him that the window on the door is not what I ordered and more importantly it does not adhere to the ***'s requirements. He said that that's what the company gave him to install. He requested payment, I said no. He called his office the office explained to me that they will take partial payment and send a tech to replace the windows on 5/20/24. I paid partial payment. Multiple times, I received follow up texts (automated) and calls from Mesa Garage Doors to re-schedule the replacement of the windows on the garage door. Meaning, they kept re-scheduling the tech. The work was not completed. On 5/23/24, without my authorization, Mesa Garage Doors charged my cc $1,038. I called them immediately to say that I didn't authorize the charge and the the door/window was not replaced. They promised to send a tech to replace the window. Multiple times, there was an automated text saying that the tech will come but nobody came. Finally, I received a text saying that the tech will be at my house on 7/24/24 between 8am to noon to replace the windows on the garage door. No tech showed up. I called the company and was transferred to VM. I left a message but haven't heard back. I called Mesa Garage Doors' salesperson (****). He seems to to be the only person willing to talk to me. He was already aware of the issue. At this point, there is no resolution in sight. I need to hire a different garage door company to replace the door or face *** penalties. Your help is appreciated.

  

  Business Response

  Date: 07/29/2024

  Hello, Mesa garage doors acquires and installs products from *********************************. Unfortunately, that manufacture no longer produces your version of Sherwood window insert, and they have updated their designs. There are also no aftermarket manufactures that make the same design that would meet the dimensions that are needed that are needed to replicate and replace the existing window inserts.

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  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.

  I am writing to file a formal complaint against Mesa Garage Doors regarding my extremely frustrating experience with their service. On February 1st, I placed an order for garage doors with Mesa Garage Doors and was given an installation date of March 15th. However, as the installation date approached, I was informed that the doors were not available, and my installation was rescheduled for March 20th. Since then, the installation date has been rescheduled multiple times:- March 20th - April 17th - April 26th - May 8th - May 24th - June 20th I am not confident that they will even meet the latest scheduled date of June 20th, given the repeated postponements. I have attempted to resolve this issue by calling Mesa Garage Doors numerous times since the fourth reschedule to cancel my order and request a refund of my deposit. Unfortunately, I have not been able to reach anyone who can assist me. Each attempt to get a resolution has been met with either unresponsiveness or further delays. This experience has been incredibly frustrating, and I feel as though Mesa Garage Doors will continue to postpone the installation indefinitely. Regardless of whether they can eventually provide the doors, I no longer wish to use their services due to this ongoing, unprofessional treatment. I am seeking a full refund of my deposit and the cancellation of my order. I hope the Better Business Bureau can assist in resolving this matter promptly.Thank you for your attention to this complaint.

  

  Business Response

  Date: 05/28/2024

  We will be in contact with **************** unfortunately we have experienced a few delays with our manufacture if he wishes to cancel his order a full refund will be summited.   

  Customer Answer

  Date: 05/28/2024

  
  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:01/26/2024

  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 new garage doors for my home on November 4, 2023. I received a phone call from Mesa on January 5 letting me know that doors were ready to be delivered. During this phone call with *******, I asked her not to charge the credit card they have on file as I would be providing a new card once I receive it. On January 8, the installer arrived with the doors and installed them. He did not install the keyless entry or the vault release. Also, the doors made a strange noise that really concerned me. Thus the job was not complete. I thought he would come back to finish the job later that week but did not. On January 16, a message was left on my cell phone requesting final payment. I called back that day but was on hold for 15 minutes, so I hung up. On January 19th, I noticed that they had charged the card that I specifically asked them not to charge. ******* transferred me to ****, her supervisor, to discuss crediting back my credit card and me providing the new card. I informed her that the job was not complete yet and that they should not have charged my card anyways. On January 23, the installer came back and was able to install the keyless entry. However, his screws were too short, which prevented him from installing the vault release. He said he would be back. Right after he left, I called Mesa to provide them with my new credit card in good faith. I now spoke to a ******, the **** He said he would look into this situation and get back to me right away. He did not call me back. I left him a message that day asking him to call me; which he did not. I called again on 1/24 asking to speak with him but was informed that he was in a meeting. I than asked for **** and was told that she was in a meeting with ******. I called **** on Friday, 1/26 and left her a message letting her know that I would like to have her credit back my credit card and I will provide her with the new one.

  

  Business Response

  Date: 01/29/2024

  Hello,reimbursement has been submitted of the last payment amount to allow the customer to pay the funds using their desired credit card. As of 1/24/24 our records indicate that the project has been completed and all outstanding items have been addressed. **** is willing to offer an extended warranty of a additional year due to this inconvenience

• Initial Complaint

  Date:01/11/2024

  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.

  My garage door opener stop working and would not open the garage door when I clicked on the remote. I call Mesa to have someone come out to take a look at the garage door opener. The repair man came out on Tuesday 1/9/2024 and informed me that the bottom panel of the garage door had buckled and that was preventing the door from opening. He told me it would cost $788 to repair the door. I agreed and he added a rod across the bottom panel and replace two springs. He tried to reset the garage door opener after he finished the repair on the door. The garage opener still did not work after the repair to the door so the repairman told me to go to ********** and buy a cheap garage door opening. He stated that Mesa garage door opener was very expensive so ********** would be my best bet. We looked at ********** web site and he told me to buy the *********** B2211T1/2 door opener and he said that ********** would probably install it. I call Mesa the nest day and complained that my original request was for the opener and not the repair to the door. Instead of having a repair that would prevent me from bending and manually opening the door, I still have to manually lift the door. I paid $788 and still have the same issue. They sent another guys out who just basically told me that the the garage opener was burned out and the cheapest opener start at $800. so basically, they cheated me out of $788 for work that wasn't needed since I still have to manually open my garage.

  

  Business Response

  Date: 01/19/2024

  During initial service the Door was buckling due to weak springs and lack of support. the strut added support to the door we solved the problems with the product. Were happy to provide an opener to the customer well offer her a $380 discount to offset repair we are offering over 40% off for a new opener.