ComplaintsforCasella Garage Doors, LLC

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday May 8, I had workers come here to put in new garage doors. I had spoken to the owner the previous Monday and contracted him to have new garage doors put in. The workers came on that Wednesday, and since I had use this company before and was happy with the repairs they had done, I thought their work would be exemplary. I have a caregiver who stays with my mother and she said she would pay the bill when they were done with the installation. When I came back home, I saw how totally mistaken I was. The garage doors were crooked and the care giver said that they were going to leave with about a 3 inch gap on each side of the 2 doors. She wouldn’t let them leave and they put a plastic piece to cover the openings, never realigning the doors, stating my garage floor was crooked. After looking at the doors, they were not aligned with the garage door openings, their work was awful and I contacted the owner. He never answered my first text nor my second and the third time I sent pictures. Still I received no call or text. There are openings on the bottom of each door that will let water, mice, snakes or anything come into my garage. They are clearly not as professional as I thought. I simply want the job I paid for done correctly or my money back so I can get another company here to do the job correctly…which looks like I may have to do. The checks I gave them were quickly cashed and I feel like my trust in them was violated. At the very least, I should have gotten a call back. The owner never came to inspect the work and as an owner, he should have. I have pictures to prove the shoddy work that was done. I will provide them if needed. Plus I have pictures of the checks of payment.

  

  Business response

  07/05/2024

  Hello,
  
  Casella Garage Doors installed new doors for ******* *****. We explained to her that her garage floor is unleveled about 5 inches. We originally installed the doors perfectly leveled but Ms. ***** insisted she wanted the doors installed flat to the floor but like that the doors would not be leveled. I myself, the owner went to her house and explained everything. She agreed and signed the invoice which stated that she would rather have the doors flat to the floor but unleveled so that’s we did for her. She was satisfied with the job when we left.
  
  Thank you,
  Gabriel Casella  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/16/2023 Casella Garage doors was contacted to replace a garage door spring that snapped due to rust. Chris arrived within 90 minutes but did not have a matching spring that was same as the original but said he could replace both so they were equal. Before he left I told him the door was not straight but he said it was the ground that was uneven but when you stand in front the door it is skewed to the right causing a gap on the bottom left. I never saw him realign the door but paid for 2 new springs and now the door ‘jumps” as if it is going to come off the track and the door is visibly still crooked and not aligned as the other garage door is. It seems either he did not put the right springs on the door or never readjusted the tension or weight of the door and the problem has continued including making loud noises from the strain from being out of alignment or not adjusted correctly. I paid Chris separately for one spring $80 in addition to the $160 paid to Casella Doors. At this point they should finish the job and fix the alignment. Otherwise what he did with the wrong size springs may be the issue and the right size should be placed. How could a simple spring replacement turn into a malfunctioning door that is going to jam or come off the track not obvious to the person who should know this? I want the door adjusted, aligned or correct springs and then adjusted or aligned so it closes correctly.

  

  Business response

  04/02/2024

  Hello Stewart 

  I call the customer this morning and left a voicemail ,I can stop by and fix the problem 

  Any questions they can call me at ###-###-#### 

  Thanks 

  Gabriel C******

  Customer response

  04/06/2024

  
  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. I met the owner, Gabriel, he took care of the issue and explained that the door springs were correct.  I do not believe the company did anything wrong in this matter. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid this business $4200 for two new garage doors and installation. Since the install on 7/22/22 we have had several problems with the doors. First the window frames were falling out, then the doors were not going up all the way, then the doors were getting stuck. Owner himself came out multiple times to try and rectify the issue and told me each time it was fixed. This past week, we had parts flying off (a washer and bolt) and one door came completely off the arm of the pulley. On the other side, we now have trim completely peeling away from the frame because of how poorly these doors were installed. We paid $4200 for the doors and at this point I want half the cost of the labor back within two weeks. I will not let this owner come to our house again because they obviously have no clue what they are doing. It had created a horrible situation for us that now is legit dangerous with parts flying everywhere and doors getting stuck half way up and with cars under them. We let the owner know if he doesn't have a check back to us for half the labor costs (which is generous and we should be asking for more) within two weeks, we are filing a small claims suit for the entire cost of this project, the full $4200. Should he refund us half the labor costs with a check since we paid you the full amount with a check, I will consider this matter closed. We would never recommend this business or ever use him again. This is one of the worst experiences we have ever had. Should we not have our refund by the 16th, I am filing suit to recover the cost of the $4200. We also have hired another company to come and fix the issues here that you clearly are unable to fix after three attempts. I have sent videos and pictures to the owner which we have saved highlighting every problem we have had. In the latest pictures this past week, the door completely coming off the arm because of a washer and bolt that came right off and the molding ripping off already.

  

  Business response

  01/19/2023

  We did  the installation of the garage doors and the customer say was a problem with the installation so we come back and adjust the doors and was no problem ,after that he say the screw was loose from the motor but we didn’t install the openers anyway we came again and fix it 

  The customer want a refund for the installation and I send him a check

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