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Business Profile

Garage Doors

Hero Garage Door

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garage Doors.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/09/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Summary: Multiple attempts to replace garage door failed within 90 days. Refused to come back out to repair garage door until supervisor returns from vacation. Sent an online request to another company to repair my garage door. Here are the details:On 6/6/2022, Hero Garage Door Company technician replaced two tangled cables to repair my garage door. This came with a 3 month warranty for labor, 2 years warranty on parts. On 8/30/2022, the cables were tangled again. Hero Garage Door Company technician repaired the garage door, but the garage door had an awkward lift after the repair. On 9/20/2022, I called Hero Garage Company **** to complain about the garage door awkward lift since the 8/30/2022 repair. The Hero Garage Door Company technician came out and told me he did not replace the cables during the 8/30/2022 repair. He said the cables looked fine to him and did not need to be replaced. He used his drill to tighten the wheels on the door connected to the rails, but it did not resolve the awkward lift issue. He told me to wait two weeks for his more experienced supervisor to come out with him. I agreed but said I will call back sooner if the cables tangle again.On 10/8, the cables tangled again. I texted the Garage **** Company technician but got no response. When I called Garage **** Company, they schedule an appointment with another company (Overhead Garage **** Company). I called Garage **** Company back and asked why was I referred to another company. They did not know, apologized and said they would get someone to call me back in two hours. I did not hear back so I texted the Garage **** technician again. His response was to ask his supervisor to offer a refund.

    Business Response

    Date: 10/20/2022

    Thank you for letting me know.

    I visit the customer and make sure he is happy with the work.

    if there anything else we can do to make you feel better please feel free to contact us any time!

    Thank you

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

    Customer Answer

    Date: 10/24/2022

     
    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

    Date:08/23/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is a complaint about ******************* of Hero Garage. came out to replace a Garage track. He first quoted $750. I said that's kinda high. He said I will do it for 500.....but don't tell my boss. (Not knowing. He was the Boss). 350 for labor and 150 for part. Took him 20 minutes to complete the job. I was thinking that was still kind high. I figure he mad **** per hour. ONE THOUSAND AND FIFTY DOLLARS AN HOUR. The part that he used cost 14 at ********** and he charged 150. ONE HUNDRED AND FIFTY DOORS. MAKE UP OVER **** %. After doing the math... I was ******. I call two other Garage door companies who said it should have been around 200 to 300 including the part. How can someone do business like this. I know this world is messed up and it's all about money but why s**** people who are trying to exist just like everyone's. else. Sincerely ***************************** ************

    Business Response

    Date: 08/24/2022

    Complaint Resolved Directly With Customer.

Hero Garage Door is NOT a BBB Accredited Business.

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