ComplaintsforHero Garage Door

• Initial Complaint

  10/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  08/24/2022

  Complaint Resolved Directly With Customer.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a LiftMaster garage door opener and keypad from what we thought was Overhead Garage Door on 2/20/21. The technician who installed it gave us a receipt with the company name of Hero Garage Door. After the install we called the company to ask where the warranty information was and why they had installed a used keypad on the garage (the keypad was dirty, scratched, and the plastic had already turned yellow). The technician called me back and yelled at me for complaining about the job. He said he threw the warranty information in the trash and said the keypad was new. I took the keypad box to Lowes to compare and found that the keypad was very old and Lowes did not carry it anymore. In November the keypad started not working right. In January it quit working totally. We have been busy and just called the company, which is now called Local Garage Door, and asked for a new keypad. They said the keypad was not under warranty and it would cost us $150.00 for a new one. We argued this point and they said they would call us today to verbally trouble shoot the keypad over the phone. They never called. We called the keypad company, ***********, and they said the keypad has a year warranty from the time of install. This company (Local Garage Door) seems to change names frequently, has no website or reviews. When we thought we were contracting with Overhead Door we had looked at their website and reviews. We do not know how we got hooked up with Local Garage Door/Hero Garage Door. They have not been reputable and owe us a keypad.

  Business response

  03/04/2022

  ****, I'm sorry to hear about your experience with our technician. We take customer service very seriously and the feedback you shared is not typical of the way we do business.
  
  
  We pride ourselves on providing a high level of customer care that goes above and beyond what customers typically expect from a garage door company. In this instance, it sounds like we missed the **** and for that, I apologize.
  
  
  I'll make sure to pass along your comments to our management team so they can work to ensure this doesn't happen again in the future. Thank you for bringing it to my attention!
  I just want to confirm a few details that are pretty important for us, it *** be some miss understanding.

  
  "I took the keypad box to Lowes to compare and found that the keypad was very old and Lowes did not carry it anymore"

  
  Lowes or any other store that sell for the public and not for licensed garage door company usually does not sell the same products and this is why you can't buy a new opener of Liftmaster from them because Lowes not selling them.- they do sell some keypads but that *** be different from what we getting when purchased from Liftmaster. When we install a new Liftmaster opener that's including a keypad with the opener - We don't have any used / old keypads.

  
  "We have been busy and just called the company, which is now called Local Garage Door, and asked for a new keypad. They said the keypad was not under warranty and it would cost us $150.00 for a new one"

  
  Hero Garage Door works with a lot of different garage door companies in the area, and when other companies cant get the job done they know that we can so they send it to us. We can't take responsibility for your customer service with other companies.
  
  
  "When we thought we were contracting with Overhead Door we had looked at their website and reviews. We do not know how we got hooked up with Local Garage Door/Hero Garage Door. They have not been reputable and owe us a keypad."

  
  I am sorry for your experience with Local Garage Door - and like I said before we are not the same company and if you have complaints about the service you got there I think you should try to talk with them - We can't be responsible for the service you got from other company - We just a subcontractor in this case.
  
  
  Hero Garage Door want every customer to be happy that's our goal, at the moment we knew that you are not happy with our installation its different part and we do take responsibility for that 100% - This is why ***** the owner of Hero Garage Door try to contact you few times and you didn't answer.
  you only answered after publish review here and even then ***** the owner offer you to replace and take care of the problem without any cost - you reject the offer.
  Now, we still offer to help you with anything you need, we do want to make it right as we treat every customer like our own family member you are important to us
  If there is anything we can do to make you a happy customer just call us anytime and let me know.

  Customer response

  03/04/2022

   
  Complaint: 16774626
  
  I am rejecting this response because: the company did NOT contact us until we had filed a complaint.  We contacted Local Garage Door/Hero Garage Door on 2/14/22, we filed a complaint on 2/21/22, and they called us on 2/24/22 (using a new phone number ************).  They did not want to refund us the cost of the garage door opener and would only agree to come to our house to look at it.  We do not trust the company to come to our home because: (1)  they change their name frequently, (2) they use different phone numbers as their main business number, (3) they lied about their store location, (4) they lied about the door opener not having a warranty, (5) they lied about contacting us several times between 2/14/22 and 2/23/22 (we have a phone log showing they did not), (5) they yelled at us in a threatening manner for complaining the first time we called and their last call was very pushy in wanting to come to our home. We do not feel we are safe allowing them to come to our home. There have been too many lies.  If they want to make it right, they can refund the $150.00 we paid for the garage keypad. That can be done without coming to our home.
  
  Sincerely,
  
  ***********************

  Business response

  03/07/2022

  Thank you for your response,
  It is really important to us that you understand we are not controlling other companies and the way they treat their customers.
  When you call Local Garage Door - you do not speak with Hero Garage Door
  The new phone number is the owner's phone number - as I said before he treats every customer as a family and at the moment we understand that customer is upset with our service he wanted to make sure he does anything he can to improve the situation and solve the issue so he called from his private phone number and take it personally.
  We are always willing to refund the customer if he is not happy, even if we served them a year ago - but we mostly want to make sure everything works well in the service they got so we also offer to come back and fix it again without any cost. And just for the record, if you would ask for a refund from Hero Garage Door you would get it easy and fast, our repetition is very important to us and we stick to " The customer is always right."
  I am sorry you do not trust us as a company, Hero Garage Door never changed the business name since its opening.
  Hero Garage Door never changed the business phone number since day 1.
  Hero Garage Door never lied about location.
  We never yelled at customers it is really not the way we treat customers who actually help us feed our own families.
  Please let us know how you would like to receive the refund ( we can't just reverse the payment after a year )
  we can send you the $150 in Zelle if that would work.
  Thanks again for your time, I really wish that in the future we will have the chance to prove that Hero Garage Door is a company you can trust. Have a wonderful day.

  Customer response

  03/08/2022

   
  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.

  They still are not being honest in that the phone number that was given for Hero Garage Door *************) is the same number that they now answer as being Local Garage Door. The address they give as their business address (515 ********************************, *******, **) is a realtor office. This information was verified on February 16, 2022.  

  We do not utilize Zelle, so a check for $150.00 can be sent to our home address: ********************************************************** 30224.
  
  Sincerely,
  
  ***********************

*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. ↩