Complaints

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/22/23 Service call to our address to assess garage door repairs needed.9/25/23 Received quote for garage door repair $989.08; paid in advance.10/11/23 Garage door repaired; technician allegedly found other problems and asked to repair; offered lifetime warranty which included warping of door; total paid $2,208.25 1/3/24 Called requesting service for door leaking at side; appears to be warping, allowing air, light and snow to enter garage; call was not returned 1/4/24 Called again; woman told me our concrete was not level; explained it was leaking at the side; she said they don't service our area. I explained they had done the repair in September and given a warranty. She told me to take a picture and send to her.They are not following through on their warranty. We were sold products and services which totaled twice our original quote and given a warranty which they will not honor.We would like a refund on the warranty portion of the invoice or a repair of the door.

  Business response

  01/04/2024

  This Information is not accurate.  Customer called today for first time  since service.  Said they would  send pictures then apparently notified  BBB.

  we would be glad to help but first we need to look into the claim. We were waiting on pictures.  Home visit  was not requested. 

  we do service the area. 

  Not sure how to respond there are so many Inaccurate statements here.

  we will  call customer tomorrow. 

  I have included  a screen shot to validate my statement. 

  ***********************;

  Owner 

  **************** 

  Customer response

  01/10/2024

   
  Complaint: 21098269
  
  I am rejecting this response because: their response is inaccurate. Please see below:

  "Customer called today for first time  since service. "

  I called twice. The first call was not returned.

  "Said they would  send pictures then apparently notified  BBB."

  I explained that pictures would be difficult, as the problem is evidenced by air leak and that I could sometimes see sunlight through the opening in the early morning. I also explained that snow was coming in, but we had cleared the snow and it was no longer snowing.

  "we would be glad to help but first we need to look into the claim. We were waiting on pictures.  Home visit  was not requested."

  The lady did not say they would be glad to help. She said we were out of their area. I explained they had done the original work with a warranty, so we seemed to be in their area. I requested a home visit to inspect the problem.

  "we do service the area."

  She said they do not service our area. If they do, why did they not offer to do a visit?

  "I have included  a screen shot to validate my statement."

  Screen shot is a partial from their original work. I previously sent the invoice with warranty to BBB.
  
  I will follow up with BBB after they call. Thank you for your help.
  Sincerely,
  
  *****************************

  Business response

  01/13/2024

  we will be glad to schedule an appointment.

  sent an email today attempt to schedule.

  tried to attach phone call recording showing her claims are not accurate.

  attached the documented list of phone calls. 

  lets get this done pat. if its under warranty we will take care of you. we honor validated warranty claims. not all claims are valid warranty claims.... let us come out and look at it ..

  emailing us directly is best.

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

  Owner

  Customer response

  01/17/2024

   
  Complaint: 21098269
  
  I am rejecting this response because:

  We have no emails from ****************** or his company. At the company's request, I emailed photos of the problem to ******************************* on 1/11/24 (copy attached), again asking they do a home visit to assess the problem. I provided a phone number  and my email address, but have not received a reply by either phone or email.

  1/4/24, ****************** stated he would call us "tomorrow". We have no phone calls from him.

  In viewing ********************** response, his email was sent to an incorrect address; if the email was sent, he should have received a notification that the email was undeliverable and corrected the email address. Since the emails are not displayed, we have no way to reply to *******************

  Bottom line:
  1) One Clear Choice performed a major repair on our garage door less than four months ago with a warranty.
  2) The garage door has problems which we have repeatedly asked them to assess for repair.
  3) *********** has not returned either emails or phone calls.
  4) The door is not sealing on both vertical edges of the frame, leaking cold air into the attached garage (photo attached), causing additional heating bills for our home.

  If ****************** is willing to solve the problem,
   - Why did he not call as promised on 1/4/24?
   - Why did *********************** not return my email of 1/11/24 or call to set up an appointment?
   - Why did ****************** not correct the email address and resend on 1/13/24?

  This company has been untruthful and unwilling to keep their word, plus has a very low standard of customer service ethics. We do not believe they are either willing or able to help us with the problem and wish to cancel these communications - probably what ****************** was striving for in the first place. We will seek other resources as a remedy for this problem. 

  Thank you for your time and effort.
  Sincerely,
  
  *****************************

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This Company was hired by us thru Homedepot.The technician named **** came and stole our hi-end garage door ( ******* SuperMatic ) opener and left the broken garage door opener in place not touched. Since end of February we have tried to get Homedepot to resolve this issue. Finally on April 18 we get a call from the company that was involved in the incident. It is very clear that ******* was shielding there company that has taken, ( Stolen ) our high end garage door open and will not remedy any solution . We want our garage door opener that the Technician Stole Because this Technician Had our Cell Phone number and did not call to verify the Installation. We know for a fact that they targeted the ******* SuperMatic. The single ***** door opener was a Genie and was supose to be replace with a Genie There was a clear note on the box of the garage door open that stated which garage door open to replace. The single car garage.

*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. ↩