ComplaintsforDiscount Garage Doors, Inc.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few months ago we has Discount Garage Doors install a new garage door opening system at our home. At the time we received 2 programmed garage door openers. Approximately 2 weeks ago one of those remotes stopped working. I was going to try and replace battery, but I could not get the open. I then called the Discount Garage *********** in ********. I explained the issue and the representative said it would require a service call. I was told the service tech would call me prior to visit with a time. Well I waited and waited, no one ever called or in anyway contacted me. This past Friday (8/2) I again called the *************** for Discount Garage Doors, went over the issue again, and the fact no one contacted me or no one showed up. The representative said a co-worker had tried to contact the first time to reschedule. My phone and answering machine work perfectly???? The representative asked if I would like to get on the schedule for Sunday (8/4), and I said "yes". Again I was told the service representative would call me with a time for the service call on Sunday. Again no call or no message received, and my phone and answering machine are still working perfectly???? It seems that once this business has your payment, they simply ignore any future issues. This issue cannot and will not be ignored! I spent many years in a business providing excellent customer service, and I have owned a business which provided top notch customer service to clients. Conduct as demonstrated by DGD is unacceptable!

  Business response

  08/13/2024

  Thank you for providing feedback and insight into your issues regarding timely response and scheduling with our team. We take these concerns seriously and review with various members of our team in order to identify root causes and potential solutions. Our records and phone recordings indicate our team received an initial call on 8/2 from ************** at which time the customer service representative booked a call for Monday 8/5 related to your remote and battery issues. Unfortunately, due to inclement weather in the ** region due to Tropical *********************, our team was forced to reschedule the appointment - our customer service manager called ************** at 10:18 AM and left a voicemail to reschedule the visit. Please accept our apologies for rescheduling and any delays in service that you experienced when working with our office team. It does appear that we were able to confirm a date for your appointment and have it listed on 8/16. Again, please accept our apologies for the delay in resolving your remote issue and feel free to reach out if you have further concerns after your scheduled appointment on 8/16. 

  Respectfully, 

  DGD Garage Doors

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 5th 2024, dgd garage door was hired to replace my existing garage door. Upon completion of the job, I noticed that the garage door was much darker than anticipated. The color that matches my trim is almond and they put in a taupe door which is two shades darker. I live in a community with strict HOA rules and the garage door must match the trim. When I discussed this with the installer he said that ****** would have been a better match. He said that they would replace the door. I was never consulted by any salesman or employee as regards to what color I wanted. Their argument is that I had signed papers stating that I would go with the taupe color. I was never notified or explained while signing these papers that I was choosing a color. I believe color is one of the most important aspects of a garage door and I was never consulted about the color that I wanted. They took it upon themselves to put in a door that didn't match. I want this problem remedied by them coming out and putting in the correct color. They are resisting this. I believe I paid good money and that they did not conduct themselves in a reasonable and professional manner regarding color selection. I think the burden lies on them to remedy this situation since the job is not acceptable the way it is done. The bottom line is they put the wrong color door in and they do not want to replace it. I believe this is bad customer service and bad business and I thought I would go this route first in order to get some mediation in this matter before I have to take them to court. I appreciate any help that you can offer me.

  Business response

  08/08/2024

  Thank you for sharing your feedback regarding your recent garage door installation with our team. We always value customer feedback and take any concerns you may have very seriously. After reviewing photos of both the newly installed garage door and the garage door that was replaced, it is clear that there is a color difference between the 2. Unfortunately, our current manufacturers do not make a garage door that would be an exact match with the paint color of the home exterior. That said, It does appear that the original garage door was painted to match the siding of the home. We would be more than happy to discuss options for paint matching if interested - please give our team a call at ************ and ask to speak with a member of our Doors ***** for more information regarding next steps. We sincerely appreciate your trust in DGD and apologize for any issues you've experienced during the installation process. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 8/23/2019 I signed a contract with Discount Garage Doors, *** (DGD) and paid $991.00 to have a routine maintenance performed every two years for the next **************************** On 9/3/2019, ***** serviced my garage at no cost. Since that date, I haven't heard anything from DGD. However, I reached out to DGD on May 7, 2024. Once ***** was done servicing my door, I was charged $270. I was told because a significant amount of time had passed without being serviced, I had to pay a service fee. I was taken aback because I had already given them $991.00 with the promise that DGD would contact every two years to keep up with my garage door maintenance. I CRIED because I felt swindled. I would like to have my $270 back. I would also like for DGD to honor my contract as I still have 25 YEARS left on it.

  Business response

  06/26/2024

  Good morning, ************** - thank you for sharing your concerns.

  Our apologies if there was a misunderstanding regarding services rendered by DGD in 2019. Our team takes these very seriously & our management team completed an investigation this week. Below is a summary of our findings - 

  - A DGD technician serviced your home in ***********, ** on 8/21/2019. During the service visit, the technician replaced several aging and / or faulty components on your garage door. This included replacing both springs, operator reinforcement bracket, rollers, cables, and bearings. The total cost for this service was $991, and the technician included a 30 year warranty for free (normally $299). This warranty guarantees replacement of the parts installed over the 30 year period only, does not include labor costs for future service, and requires routine / preventative maintenance completed by a DGD technician in order to maintain the warranty, as outlined in our terms and conditions.

  - We were unable to verify that any future service visits occurred at your home between 2019 and 2024.

  - On 5/8/2024, a DGD technician completed a service visit to your home. He verified that the rebuild had occurred in 2019 but was unable to verify that any routine / preventative maintenance had been completed since the initial visit. His recommendation was to purchase a maintenance plan (4 annual visits, at 1x per year) to ensure that the garage door and related parts are routinely serviced by a technician and the 30 year warranty remains active. He also added a 10% discount to his invoice in order to provide some cost relief. 

  Again, thank you for sharing your feedback with our team. We will use this as a training opportunity to ensure our customers are informed of the structure of **********************'s 30 year warranty, requirements for maintenance of the warranty, and where customers can find additional details within the invoice itself. 

  Respectfully,

  DGD Garage Doors

  Customer response

  07/07/2024

   
  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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered three electric door openers for a new garage, agreed to the price of approx. $4500.00 and paid a $1,000.00 deposit on March 15 2024. They contacted me two weeks later and made an appointment to install, came to my residence and said they had a problem with the product.I have not heard from the company for over a month, and when I called on May 6 2024 I was told they couldn't do the job.

  Business response

  05/21/2024

  Good afternoon, 

  Thank you for submitting feedback re: your experience with our team. We sincerely apologize for not being able to solve your garage door issues despite our team's best efforts. Our accounting team mailed a full refund for all deposits paid (check #****) on 5/17/2024. Please let us know if you do not receive the check in the next week by calling our accounting department at (***) ************. Thank you for trusting our team with your business, we hope to have the opportunity to serve you again in the future. 

   

  Regards,

  DGD Garage Doors

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Provide me with my installation/warranty paperwork.

  Business response

  05/02/2024

  Good afternoon, 

  We understand ************************ concerns and will send a copy of the warranty and installation guide documentation to his home address this week. Thank you for notifying us of this situation - our apologies for the delay in responding to this complaint.

   

  Regards,

  DGD Garage Doors

  Customer response

  05/11/2024

   
  Complaint: 21324431
  
  I am rejecting this response because: I waited until the 10th day to respond to your email just to see if DGD would in fact send me the materials they stole from me as well as the warranty information that I had requested. And I was correct in waiting to see as I've received nothing from DGD nor have I heard from them. For whatever reason, this company has been totally non-responsive to me and I can not figure out why they fealt the need to take back the garage door and opener information pamphlets which that they had already given me! I can only assume they didn't want me to see something within that packet. As for the warranty, the way they have responded to my ****** reviews, and the BBB, I doubt they would honor any warranty, implied or otherwise. I can only hope you will show this DGD Company to be 'unresponsive' to customers and yourself as they lied to you about providing me with the requested materials and warranty.
  
  Sincerely,
  
  ***************************

  Business response

  05/13/2024

  Good morning, 

  We understand ************************ issue with delays in response from our team and have held several internal discussions to identify opportunities to improve our internal processes that will enable our team to improve response times. In addition, all product documentation, including user manuals and manufacturer warranty information, was sent to ******************** via mail on Monday 5/6.

  Thanks,
  DGD Garage Doors

  Customer response

  05/14/2024

   
  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. While there was no information about the outside door opener and how to reset it, I suppose the information DGD did send me is better than nothing. I guess if I ever need to reset the code on the entry pad I can ****** or Utube how it's done! Thanks for your help BBB. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IN APRIL 2023 CALLED COMPANY TO MEASURE FOR SLIDING SCREEN GARAGE DOOR. GENTLEMAN CAME AND MEASURED AND GAVE ME AN ESTIMATE. WANTED TO FINANCE THROUGH THEIR COMPANY, GREEN SKY. CALLED AND GOT APPROVED FOR REPAIR AMOUNT. CALLED COMPANY AND TOLD THEM I WANTED TO PROCEED WITH SALE. GAVE THEM INFORMATION FROM GREEN SKY AND THEY SAID EVERYTHING WAS IN ORDER AND THEY WOULD SPEAK WITH *** TO SEE IF HE CAN GET APPROX. DATE FOR INSTALLATION. HAVE BEEN COMMUNICATING WITH COMPANY SEVERAL DATES FOR STATUS. ON 6/14/23 THEY SENT SOMEONE OUT TO REMEASURE. HAVE BEEN FOLLOWING UP SINCE THEN EVERY COUPLE WEEKS TO NO AVAIL. SPOKE TO A "TRINITY" 7/15/23. ADVISED ME ORDER TAKES 8 TO 10 WEEKS. AT THIS POINT, IT IS WELL AFTER THE 10 WEEKS. DON'T KNOW IF THERE IS A HOLDUP BECAUSE I AM FINANCING OR WHAT. NORMALLY IF I WAS PAYING "CASH" I WOULD HAVE TO PUT DOWN A $500 DEPOSIT. AM I GLAD THEY DO NOT HAVE MY MONEY FOR THE LAST TEN WEEKS! I FEEL I AM GETTING THE RUNAROUND AND THEY ARE NOT DOING BUSINESS IN A TIMELY MANNER. I WANT TO GET A DATE WHEN THIS MATTER CAN PROCEED AND I FINALLY CAN GET MY GARAGE SCREEN INSTALLED.

  Business response

  08/10/2023

  Business response taken verbally by BBB:

  At this time we are currently waiting for the manufacturer to build and deliver the screen garage door. Once received we will set up a date for the install. In the meantime we will reach out to the manufacturer to get an updated eta on delivery of the screen garage door.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have messed up our door order several times, installed it so poorly that the door fell off when we went to open it. Still don't have the job completed right and now they send us a letter of demanding payment for a product that is unfinished. The tracks are still too long and we are missing bolts. We purchased the most expensive parts for our door and they have attempted to cheap out on our order more at ***** 3 times now. Instead of replacing all the parts they tried to cut corners and use old parts and the door literally fell off the tracks when they left after another failed attempt at installation. The job is incomplete and now they send a letter demanding payment. Classic bait and switch, terrible customer service, awful business practices. Scammers.

  Business response

  01/26/2023

  Thank you for your honest feedback and insight into your experience with Discount Garage Doors we take our customer concerns seriously and have reviewed the issues mentioned in your complaint. After conducting an initial site inspection / visit in late March,our sales representative presented a quote for installation which was confirmed on 4/6. Due to the make, model, and custom nature of the garage door, our team did not have an existing model in stock and placed a special order directly with the manufacturer in early April, 2022. After ordering, we were advised that the estimated wait time would be between ***** weeks until the garage door was delivered to our warehouse. We received the product within that timeframe (early July) and installed the garage door on July 12th. We do acknowledge that the installation included products that were not powder coated, despite being ordered so by our team, and called the manufacturer to escalate / re-order the related parts once our office was notified of the issue. We received the replacement from the manufacturer on 8/25 and scheduled the replacement installation for 10/4, after multiple attempts to schedule between 8/25 and 9/19. Prior to the installation, our field team inspected each part to ensure it met the required specifications and noticed that one (1) strut had been scratched while in transit from the manufacturers facility. We reached out to notify you of this prior to the installation and to also order a replacement on 10/3. When the replacement installation was completed, it was apparent that there was also a desire to have screws and mounting brackets powder coated which is not a common practice in our industry and not a normal offering we provide to our customers. In an effort to ensure that your concerns were resolved with the screws and mounting brackets, we ordered additional products that would meet those requirements. We received the materials in mid-November and called multiple times to schedule a follow up visit. On 11/28, we received a call indicating that the garage door was inoperable and scheduled a technician to provide service on the garage door at no cost. On 12/2, our installation team arrived to replace all remaining parts per your request. Upon completion of the installation, no payment for services was rendered due to a desire to receive a discount for the inconvenience. A member of DGDs management team called after the installation to offer a discount, at which point you declined. After no response from multiple additional outreach attempts,the account was flagged as delinquent. Per normal process, a letter was delivered indicating the outstanding balance due and timeframe for paying the remainder of the balance. Our team received phone calls between 12/29 1/10 to address the outstanding balance, with requests to receive a discount for inconvenience. On 1/11, our office manager sent an email agreeing to make any final adjustments to trim and tracks and offer a discount again. DGDs management team met about the matter the week of 1/16, at which time it was decided to wipe the remaining balance in full no additional funds are owed for our services due to the need for DGD to make multiple visits to finalize service. In addition, we agreed to send a member of the management team to your home to solve any remaining issues but were unable to complete services upon arrival on 1/25. We do apologize for product delays / deficiencies and are actively working to ensure that we have controls in place to mitigate the risk of this occurring in the future. 

  Customer response

  01/31/2023

   
  Complaint: 18670544
  
  I am rejecting this response because:
  We've attempted multiple times to have this resolved and when we call the business we are dismissed and told an email will be sent. The company president came out last week and caused a scene at our property. He didn't come with the necessary tools to finish the job yet again and tries to act like we are different because they keep dropping the ball. Our garage door is off level doesn't work, seams need caalking and the tracks are still wrong. DISCOUNT GARAGE DOORS then sent a letter stating that we aren't complying with permits and that their job has been done since July 2022. That is a complete lie, we've been here waiting patiently for this simple door to be done. I want this job finished and the permit closed out the legal way otherwise further actions will be taken to get this issue resolved.
  Sincerely,
  
  *********************

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Nov 9th 20121 Brandon a supervisor from Discount door arrived to fix our garage door. He found a broken sprocket and replaced it inside the garage door opener. I asked him to program the outside opener and two new openers and he said he didn't need it as he didn't touch anything that would interfere with old remotes. tested the door and left, next morning nothing worked. Cost $313.00 Returned at 7 Pm (after dark) and decided there must be interference from somewhere preventing the remotes from working and installed a booster. Cost $235.65 The next day nothing worked again. I called the office and left a message for the owner/boss and after 4 days he return my call back, was very nice and suggest the tech may have misdiagnosed the issue the first time. I have taped a message of Nov 22nd. note this is now two weeks out from the first call. He was pleasant and want to work things out. On Monday, Nov. 29th I called again asking for a refund (3rd request) as my tenant is threatening to withhold rent. I told them I got the door fixed from Lowes for $235. Their response was the Lowes products are junk. muy repone was at least it works. Jack, the owner called back stating he would not refund anything, and then decided to attack me personally with all kinds of profanity. After reading all these complaints I think folks should contact the Dept of Consumer Affairs and complain to them, maybe they will lose their license to do this to folks. We are seniors and there are laws protecting us, I thought. I had my pastor in the car and was quite embarrassing by his language Total loss in this scam., $548.65 We have witnesses and taped voice messages.

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2021/12/02) */ Per the terms on the reverse side of your contract, we require a supervisor to make a trip to the job for a final repair opportunity. You chose to have an opener installed prior to allowing this to happen. Tenants cannot legally hold rent for a non working garage door opener. We would have gladly credited the repairs towards a new opener, but you didn't give us the chance. Your accusation that we treated you any different because you are a senior is absurd and downright sad that you try to use that as an excuse. In the future I would suggest you allow other people to speak when having a conversation, as I gave you plenty of time to state your concerns, but every time I tried to speak you talked over me. Understand also that the BBB has no power to do anything here, they are a for profit franchise organization that makes MILLIONS in revenue by charging companies for "accreditation". Their name Bureau implies some type of government entity, which they are not. Nobody uses or views the BBB anymore, so you have made your complaint here for the 3 people who still use the BBB to see. Review the reverse side of our contract, consult an attorney, and if you feel you have a case to get a refund, then file the suit sir. Consumer Response /* (3000, 7, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) from the 9th when issue started until the end of Nov. to fix the problem isn't resaonable time perior. I have filed a complaint with the folks who license you...hopefully I can get them on your case. Your foul mouth, kind of makes me think maybe you have an angrer issue? How you do business is a sad example of how quaility business treats its customer, it's just how much you can sqeeze out of them, maybe you don't have the $500 in our account to pay me what is owed? I never recieived a reciept he sent it via a phone/cell so hard to read the back page. Will see you in court. Business Response /* (4000, 9, 2021/12/05) */ Department of Business and Professional Regulations (DBPR) who licenses my state contractors license does not regulate complaints from customers. You can continue your insults about us not having funds in our account, it goes with your behavior when we spoke on the phone. Every customer receives a paper receipt, we have never sent a receipt by phone. We'll let the judge determine who is right and who is wrong. See ya in court buddy

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  About 4 years ago, this company was called to my home to replace torsion springs on my garage door. They replaced the springs and immediately hooked the door up to my opener. It ran fine for 4 years. However, the opener eventually burned out. When the old opener was disengaged, it was discovered the the door wouldn't stay up on it's own and also wouldn't stay closed on it's own, despite the fact that it was 'balanced' in the middle of its travel. These two conditions, occurring simultaneously, are a clear indication that the incorrect springs were installed. They had installed 2" .218 27" springs when they should've installed 2" .218 31" springs. When I called them back to replace the springs with the correct ones, it took 10 days to get them to my house. Then they balked saying that the door was 'well balanced already'. Then they said my type of door is 'difficult to properly balance'. Then they said that because I dead weighted my door (to determine the true weight), which simply involves gently taking the weight off of the side wires by rotating the main bar about 1/2" and weighing the door with a bathroom scale, that I somehow voided their warranty. These are all ridiculous and specious arguments to avoid taking responsibility for their haphazard work.

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/11/05) */ When our technician arrived last month, he observed the door being slightly heavy at the top, indicating it needed "one finger" of guidance to keep it balanced. Springs, especially galvanized fatigue over time and after break in, often needing re-adjustment. From our notes, we rebuilt the customer's door in 2004 using .218x31x1.75" oil tempered springs. It appears in 2007 we replaced the springs with our newer galvanized springs, .218x27x2". The 2" outside diameter of our new springs has the exact same IPPT (Inch Pounds Per Turn) as the 31"x 1.75" O.D. springs previously installed. It appears our springs were on the door for 14 years with a garage door operator of unknown age. It is unreasonable to assume an operator failing after what is likely 20+ years is the fault of the company who repaired the door 14 years earlier. We stand behind our warranty and product but will not be bullied into accepting blame for something as absurd as this accusation. The work that was done 4 years ago was to reset a door that was knocked off track, which at time we noted the lift cables were frayed and replaced those under warranty. No springs were installed at that time according to our notes. Also, our contract clearly states that any work done to the garage door by anyone other than a certified DGD tech can void the warranty, and at this time we are exercising that right. Perhaps if the customer approached this situation without accusations we would have been willing to offer some help in the matter. Consumer Response /* (3000, 7, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The whole purpose of garage door springs is to allow the door to stay up in order to get a car in or out in the event of an opener failure. My door won't stay up AND it needs to be pushed down. They're is no way to balance such a door properly because the springs that were installed are too short. I explained that to the representatives of DGD, but they told me they weren't going to do anything about it. The rest of their response is essentially true, but just smoke. This company simply doesn't want to take responsibility for installing the wrong springs for a 155 pound door. Business Response /* (4000, 9, 2021/11/08) */ As stated previously, the warranty is void when you took the tension off of the door. We have absolutely no issue replacing the springs with a new set that balances better, but with the accusations that we damaged an operator likely 20+ years old, we're really not very motivated to do so. If you would like to have an operator installed by DGD and remove your complaint, we'd be happy to supply a new set of springs as a courtesy. Consumer Response /* (4200, 11, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never said anything whatsoever about the wrong springs damaging my garage door opener. I don't think that's true at all. That opener was very old and I definitely got my moneys worth from it. Matt C. told me the Genie Excelerator openers weren't very good, so I feel fortunate to have gotten so much uninterrupted service from it. I didn't accuse you of damaging the opener ... ever! What I did say is that DGD (not sure who) put the wrong springs on my door. They won't properly balance the weight of the door and never did. The opener masked the problem. Once the opener failed and the door was disconnected, it became obvious that the springs were wrong since the door needed to be both held in the up position (wouldn't stay up by itself) and pushed to close (wouldn't stay closed by itself). This is indisputable evidence of the wrong springs being installed. DGD has always been there for me and that's why I continued to call them over the years. However, this situation has left a really bad taste. I already installed a new opener myself, so that's not an option. Business Response /* (4000, 13, 2021/11/16) */ Do you happen to have the invoice after the initial springs were installed with the rebuild in 2004? We don't have any notes of that in our system, only the initial springs which were the .218x31 you said were the correct ones. If we did install the new springs .218x27 and the door doesn't balance to your satisfaction, we will replace them as a courtesy at this point. Consumer Response /* (4200, 15, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the goodwill gesture and so I'll also make one of my own. I have a single 3rd car garage door with a very old spring on it, probably original (27 years old), very rusty ... we have rarely used this door in the past. I will pay for a new .218x30x2 spring on that door if you'll switch out the springs on my 2-car garage door with two.218x31x2 springs. I appreciate you standing behind your work and hope we can just chalk this up to a misunderstanding. I will remove this complaint upon completion of the work described above. Business Response /* (4000, 19, 2021/11/29) */ We appreciate this and apologize for the confusion and issues. Sometimes our techs don't make the best decisions or give us all the information. We will call this week to get you on the schedule and get you taken care of. We certainly aren't asking to remove the review, but we certainly wouldn't mind if you did. Thank you Consumer Response /* (4200, 21, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) My 11/18/21 reply SPECIFIED exactly what I wanted. We seemingly agreed on it based on your 11/29/21 reply. Then, today, 12/7/21, the tech showed up to my house WITHOUT ANY OF IT and wanted to substitute reduced wire diameter .192 lower cycle springs for the .218 springs I had specified AND wanted to charge an exhorbitant price of $403 for one spring! I'm just shaking my head at this point ... I don't think there is any potential resolution in sight when this company won't even do what they say they will. It's a shame. Business Response /* (4000, 23, 2021/12/13) */ The springs we were going to use were the proper springs for your door, and 100,000 cycles, so your accusation we were going to use a lesser cycle spring is wrong. As I stated previously, we do not carry the .218x31x1.75 springs you requested, and based on the fact we have .218x29x2" springs on the door (which pull the exact same IPPT), the springs you are requesting would be too hot. We tried to install the correct spring for your door, which isn't even under warranty anymore, and you refused. You seem to know more than we do, so we feel you should purchase the springs yourself and install them. We're sorry, we tried to help you and get your door working to your satisfaction, but unfortunately we feel you are a customer that cannot be made happy. We'll happily take the BBB complaint and move on. Consumer Response /* (4200, 25, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) My 11/18/21 response SPECIFIED exactly what I wanted and represented an AGREEMENT since nothing I asked for was ever pushed back on until the technician showed up at my house. Nobody ever said anything about the springs I requested being "too hot" until now. Nobody ever said they didn't keep them in stock, until now. The time to have these discussions is BEFORE you show up at my house unprepared. Trying to tell me this stuff now doesn't help anybody. The good part of this is it has forced me to learn a lot more about garage doors and their associated parts, especially springs. I already replaced the spring on my single door myself with a spring I bought on Amazon and it's working great. $74 for parts and about 45 minutes is all it took ... a lot better than $403! When the times comes, I'll replace the two on the large door as well. Thanks for the opportunity to learn how easy it is.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a women named Danielle come to my home to give me an estimate and I told her that I needed the door to be installed with a remote. When they came to install the garage door I was inside sleeping and so when they were done they left and did not speak to me and instead spoke to my husband when I was the one who they had been in communication with. Same day I called and told them that I needed the garage door to be installed with the remote and that they forgot to put it they told me they would come back and reinstall. They came a couple weeks later and were not able to reinstall because the door they had brought was too big. They ended up taking both doors and leaving me with no garage door and having my thousands of dollars in their possession and said they would be back. Two months go by and I have not heard back from anyone. When I call they say they cannot give me my money back and that I have to wait for them to sell the door I had to get my money. These people are frauds!

  Business response

  10/08/2021

  Business Response /* (1000, 5, 2021/09/24) */ First and foremost, our salesperson explained in detail about what screen, not door was being installed. The signed contract states Lifestyle screen, which is not motorized. DGD installed the screen per contract. Customer refused to pay the balance due to not being what she wanted. DGD had an overstock motorized screen that we tried to install for the same balance of the Lifestyle non motorized, but it was 1/8" too big. We sent the screen back to the manufacturer to have it cut down at a cost of $400 to us, but when we called the customer back, she said she no longer had the money to pay the balance. We sold that screen now, and the only option we can give the customer is to install the Lifestyle screen she originally contracted for. We are attempting to re-sell the Lifestyle screen the customer contracted for, however, due to the bronze color is going to be very difficult to find another customer for this. If we can sell this screen, we will GLADLY refund the deposit back to this customer. Linda is my mother and has been with DGD for 20 years, she is not rude, the customer just doesn't like the facts of the matter.

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