ComplaintsforHaney Door Service

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the garage door in January 2023. We had several calls due to malfunction. Recently the garage door resisted opening, partial opening and closing. We made a service call. The gentleman that came out and diagnosed the problem. The track and hinges needed greasing. He did this for is and charged $200.00. We had not been given any maintenance information from the original installers. The second incident was about 3 weeks ago when **************, and in particular our address, went without power for 2 1/2 days. During those days the garage door would not nor could not open. Thus we called and spoke with ?****? who answers the phone. Upon telling him he set us up to be the first case and the gentleman arrived about 9:00. He walked over to the wall trigger and pressed it and the door opened. I said why didn't **** tell me to activate the back up battery. Also the back up battery failed hours later. I called once again and spoke with someone and was told that the battery should last 5 days or longer. It didn't. Also I was charged $149 for something that should have been told to me on the first call. Now I have a back up battery the evidently will only work once or twice. We have had several problems with this door since new. It is unfair for a business to operate with folks that seemingly do not know their job responsibilities.

  Business response

  02/20/2024

  We installed the door/motor in January of 2023. 

  In February of 2023 he contacted us because the motor did not seem to be working correctly.  We told him since he has LED lights in his garage he needs to change them as LED's cause interference with garage door openers.  The customer agreed to change the light.  We did not charge the customer for this visit.

  In early April of 2023 he called us out again for the same reason.  When we arrived, we noticed that the LED lights had not been changed, as agreed upon.  We changed out the lights for him and it began working immediately.  ******** indicated he wanted some sort of compensation for his troubles.  We gave him a complimentary garage door remote for his troubles.  We did not charge the customer for this visit.

  In late April of 2023, ***** called again this time he has a sensor alignment is***.  I was able to have him get his door closed with simply having him examine the sensors and making ******************.  He got irate and demanded to have someone out for a service call immediately for this.  I informed him that we would be happy to come out but that sensor alignment would not be covered under warranty and that we did have a video that would assist in getting them lined up.  He threatened to go to Yelp and have the motor removed and *** us if the owner didn't call in 24 hours.  We did not charge for this troubleshooting over the phone service.

  In May of 2023, ***** called again and was irate, he started going on and on about how his house isnt safe because his door isnt closing and started telling me how basically everyone who has worked on his house is being ***d and threatening to take us to small claims court. I was able to calm him down by listening to his stories and assuring him that we stand by our product and are more than willing to make sure he is satisfied. Finally **** the son gets home and I show them that their sensors are in fact misaligned. They had people working in the garage and as soon as they were done the garage all the sudden wouldnt close, I told them someone must have bumped into the sensor bracket and unaligned it. I put track bolts on each sensor and explained to both of them once again how the sensors work. Ran door 10 times with both remotes and the wall control, shook track viciously and sensors never unaligned. Theres no led bulb in the motor but now they have led strip lights in the garage which we informed them can cause interference. Informed them once again if they keep having is***s they need to remove the led lights because any motor we put in will have interference is***s if the lights are still in the equation. **** and his dad were very happy with my work and explanations about everything. *** is aware of this situation.  We did not charge for this visit.

  In October of 2023, the clients complaint was there was beeping noises coming from their motor. He said they were ***** lights but the motor would still open and close the door no problem. When I arrived I ran the door several times there was never a beeping noise I encouraged him to set up the MyQ app on his phone so if his motor throws off an error code his my Q app will tell him what it is. I also left him with *********** LiftMaster customer ********************** phone number. I warned the client if we come back out and there is not a problem he will have to pay a trip charge.  We did not charge for this visit.

  In December of 2023, customer complained that the door was making excessive noise.  We arrived on site and identified that the door was due for its annual service and offered this to him for $199.  He accepted, we performed the service, the customer paid and was happy.

  In February of 2024, ***************** called this morning stating that his door wouldn't open and that he has a medical appointment and that he needs to get his car out right away.  We dispatched ***** who went out and pressed his button and the door opened.  He called later upset that we didn't recommend telling him to push his button!! He called later stating his door wouldn't close and demanded the owners address so he could write a "dynamic" letter.  Before I could respond with an offer to come by and close his door, he hung up on me.  Unfortunately happy that his door is no longer covered under a labor warranty.  We charged a $149 emergency trip charge for this to accommodate the customers urgent need to get to a Dr ************** you can see by our well-documented history here, we have been to the customer's house several times, mostly under warranty - and almost always for the same customer-induced situations (LED lights and unaligned sensors).  We have been very fair every step of the way.  

   

   

• Initial Complaint

  11/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have had a door installed by Haney door service 3 months ago. Since the install we have had an issue with operation of the door. I involoc occasions. The door has remained in the stuck position. Both times Haney door services have asked us to go through the company where we purchased the door, which is *********** even though the door was installed by Haney. The first time this resulted in a three week delay, as Haney door services were unable to acknowledge the work authorization provided by *********** This required a two week period until Haney door services was able to come out and service the door. It is unfortunate, because the product was installed by Haney, and they are not willing to standby their workmanship. They also have no consideration for the disturbance this causes as were unable to remove vehicles from the garage.This type of service is truly unacceptable, as I am not asking for a refund, I am only asking for the work done to be corrected.

  Business response

  11/18/2022

  ******************** is not our customer, he is a retail customer of **********.  This customer did not hire us, he hired and purchased his materials from a retail outlet who then contracted us to provide these services. Based off of our relationship with ********** we are not allowed to go out to a customer's house without their permission and without written documentation back-and-forth about exactly what needs to happen.

  
  I know that this can be frustrating and disappointing. Unfortunately we won't risk our relationship with ********** by going out and seeing one of their customers without their permission.  

  
  Our office was 100% correct in handling this situation by letting you know that unfortunately since you're not our customer we're not allowed to go out there and letting you know that you needed to contact the outlet where you purchased the door from to let them know that there was a problem and then you have to go through a system. There's no intent here to ever make anything difficult for any customer we take care of all of our customers the best that we can including **********. That includes following **********'s rules for how to deal with service issues post installation.

  We did recieve a service request from ********** to go out and address an issue with the garage door.  The request was submitted to ********** on 10/05 and takes 2 to 3 business days to work its way through their portal to us.  We reached out to the customer within one business day of recieving his request and scheduled an appointment for that week.

  We have not recieved any further requests for service from ********** for this customer.  If there is an issue with the garrage door please reach out to ********** and have a service scheduled and we will fulfill that request as soon as possible.

  Customer response

  11/18/2022

  I am rejecting this response because:

  Haneys response denotes lack of ownership of their work completed. They continue to argue that I am not the customer, however I am. I understand that the door was purchased via *********** however the door was installed at my property, not at a ********** location. Haney refuses to see this concept. Haney also maintains that they want to maintain their relationship with *********** further arguing that the relationship with customers like my self is irrelevant.  

  My phone calls to them ends abruptly when they see that it is a ********** order. I have had multiple conversations with Haney starting in October, and in none of the conversations did they show concern. As stated every conversation ends with call **********. I 100% stand by my previous comment that the business takes no responsibility of their work. If Customer ********************** was important to them they could call ********** on my behalf to start the process. Unfortunately that is not the case. If customer ********************** was important they could request to come out to the property with out requiring **********s work authorization.

  I also paid Haney directly on the day of the install to also install the door operator. Assuming Haneys statement is true, that I am not the customer because of where I ordered the door, wouldnt paying them directly for the operator to be installed make me their customer? As a paying customer shouldnt ********************** stand by their work?
  
  

  
  

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Haney Door Service come and convert my 2 door car garage into a 1 door (June 2021). After 9 months after the installation the work that was *** to my garage started to "settle" (its moving and not sure how stable it is). I called the Haney Door Service and explained my situation and set up a time to come see the issue (may 2022). Once they were there they mentioned and saw the issue (the beam and wood frame had moved/twisted in his words "A 1/4 to 1/2 inch"). he stated that "he would have to do some looking into the problem to come up with a solution". 2 months went by with no word from Haney Door Service, so I called again (July 19th) and asked if I should get my own contractor and send them a bill or were they goin to resolve the issue. The person from Haney stated I will have to get a hold of the technician and get back to me. Today is August 9th and have yet to hear back from anyone at Haney Door Service. My concern is the safety of the structure of my garage. I want the issue resolved.

  Business response

  08/30/2022

  Unfortunately we have not provided this customer with ideal customer ********************** follow up on this matter.  We would appreciate the opportunity to fix the issues that the customer is having with his framework, by replacing the header that has shifted.  We are able to come out to the customers location to uninstall the garage door, replace the header and then reinstall the garage door on September 7^th or 8^th if either of those days works with their schedule. 

   

  Thank you for taking the time to mediate this issue.

  Customer response

  08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  I will contact the business as well to confirm the work that needs to be done to fix the problem.

   

  thanks

  *************************

  
  

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