ComplaintsforEZ Sliding Door Repair
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
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We are seeking assistance in negotiating some reimbursement from EZ Sliding Door Repair for a job we paid them in full for but was never completed.We have a sliding glass door that was "sticky" when gliding. On 5/23/24, EZ Sliding Door Repair sent a tech out who said it was an easy fix - replace rollers and clean out the track. On 6/3, the crew replaced the roller and cleaned out the track. For a week or so, the door glided. Then it got stuck - leaving a opening in the doorway such that we could not secure our home or use the door. We called ** Sliding Door. Waited a week and they sent the crew out again. They made adjustments. We were able to use the door. About a week later, the door got stuck again - leaving us unable to secure the door or use it. We called, waited a week again, and they sent a crew out. We were told that they attached the roller in a different way which should fix the problem. The door could slide but made a noise when moving on the track. Then, the door got stuck again.We lost faith in ** sliding door after multiple failed attempts to fix the problem. We needed to use the door and secure our home. We called another company. They came out, diagnosed the problem which ** Sliding Door had overlooked - the door frame and lock placement needed to be adjusted. The new company made the adjustment. The door has been gliding and usable since then. It became clear to us that the ** Sliding Door promised more than they could deliver - a crew who had the skills and knowledge to repair our door.** Sliding Door did not deliver what we paid them for - a lasting fix on the sliding door. This left us with an unusable door and worse the inability to secure our home off and on for the better part of the summer. We emailed ** Sliding Door on 8/21 to negotiate some reimbursement of the $981 we paid them. We have yet to hear from them. We called this week but no one picked up the phone. We left a message but have not heard back.Business response
08/28/2024
Hi we have tried reaching out to you, please call us back to discuss a way to make you happy. ************.Customer response
08/28/2024
Complaint: 22208997
I am rejecting this response because:I have spoken with ******* at EZ Door Repair twice today. He reached out immediately after he received notification of the complaint. I am not satisfied with his offer of $200. We paid close to $1000 for a door repair that only made the problem worse (a sticky door became an unusable stuck door).
My primary concern is the the team did not do their job (and made the door worse - not at all usable). Yet, they do not accept that this is what happened and reimburse us for a reasonable amount of what we paid. This not to mention the amount of time we spent calling them to reschedule repeated visits, time spent waiting for the crew to come, and having an unusable door for the better part of the summer. When we called to schedule a return visit, we were treated as an inconvenience. Even today, ******* tried to convince us that they followed best practices by not taking the extra step of fitting the door with new rollers into the frame. Not once did the crew mentioned this extra step as an option. The proof that this fix works is that another company took the extra step and we have not had the kind of problem we've had every time EZ Door Repair attempted a repair.
I've mentioned in the email I sent to EZ Door Repair a week ago that I would absorb the cost associated with the estimate but that is all. I am also deeply concerned that other potential customers would have the same poor experience we've had - nice crew but disorganized, unresponsive customer service, and lack of knowledge and skill to carry out promised repair. From what I've heard from ******* today and the other 1 star reviews on Yelp, his business practices need to improve significantly. I hope that happens.
Sincerely,
***************Business response
09/03/2024
Hello? We have been trying to reach you over the past week. We are okay refunding the $586 as requested. Please call ******* back at **************Customer response
09/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************Initial Complaint
11/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On October 7, 2021 I called for sliding door repair prior to ***** Agent said he was in the neighborhood and came right over. He was present around 30 minutes. Sliding door fixed to the extent I no longer needed to ********* When he left I needed tp leave for an appointment. The lock with which I had no previous problems would not engage. As a senior citizen and a widow, I was terrified to leave. I do not even answer my phone to unknown numbers and often. block them if they did not leave a message.Business response
12/09/2021
Business Response /* (1000, 5, 2021/11/23) */ Customer was extremely satisfied with the job done. We did not hear anything from the customer and 2 weeks later received a credit card payment dispute. We have called her countless times and even sent a technician on site to find out what was wrong. She has hung up on us and refused to shed any light on any issue. We provide a warranty on our work and if we were presented with an issue we would resolve it. Customer has not reached out to us to ask for resolution. Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We came to a mutual agreement. Problem. solved thanks to the intervention of the 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. ↩
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 Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.