Complaints

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.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Garage ************ on 3/16/2025 upon my arrival back from vacation. The technician initially told me that my spring was broken and that it needed to be replaced. He stated that I could convert to one spring. The technician left my house for about an hour or two. I had to call him back because the garage door was off track, the cable was hanging and the wheel popped off. I am trying to figure out what happened. Friday, March 21, 2025, the garage door was off track again. I called the technician; he stated that he could not come out on Saturday because he was off. He asked me what time I would like him to be at my house. I told him at 8am Sunday morning. . Sunday, March 23, 2025, I waited all day for someone to come out and take another look. When the technician that came out, stated that he was not able to fix the garage unless I paid him another $200.00. I was refusing to pay anything. I asked him to leave my house. Later, after the technician left the dispatch, contacted me and asked me if everything was resolved. I explained to her that nothing was resolved. She stated that she was going to contact the technician and called me back. I never heard back from her. Today, Monday, March 24, 2025, I contact them again. I asked if I could speak with a supervisor or the owner of the company. She told me that no one was in now and stated that she would have someone contact me. I asked if they had an address or building where I can stop by to speak with someone. She basically told me that they were mobile. I asked who own the company she told me ***. She did not provide a last name. She told me that she was going to have someone called me back. Finally, when I made the call to them to get my garage door fixed it was going up and down by itself. It wasnt off track before they changed spring. Thats should not cause my garage to be off track and the cable to be hanging from the garage. its hard to fine other to go behind other people. Please help me resolve.

  Business Response

  Date: 03/27/2025

  Hello, that is not our company. We do not provide a written receipt. We have invoices that are 6 pages long. This complaint is not for us. 

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  November 15, 2023, TRANSACTION DATE ****** was paid to Garage door pros, LLC.The business committed to install a 3/4 hp garage door opener, what was installed was a 1/2 hp unit.The nature of the dispute is I did not get what I payed for.After dozens of phone calls the company sent a city manager to my property, he entered the garage, he did not ring the doorbell, stated I had what I ordered, he was not changing anything. I just had to take his word for it. I cancelled my payment and notified the company. that payment was stopped until problem is solved. .I am willing to pay for what I should pay for. I will need to hire someone else to redo what their company messed up. I have wires all over the garage, on top of the sheet rock, I cannot paint the garage if I need to because I have wires running everywhere. The current unit is not working right, and I found out my old unit was working fine, just needed to replace the chains on the opener. I am willing to pay for the unit, no labor fees because I have to have the entire job redone. Does the right to cancel matter, because I cancelled in two days, and the contract states I have 3 days to cancel. They stated that they were part of the BBB, and they are not. I want this resolved as soon as possible.

  Business Response

  Date: 12/22/2023

  The customer contacted the company stating that he did not get a 3/4 HP as the tech had advised he would get. I advised the customer that I would have the city manager go out and see what his technician installed. Our city manager went out and took a look at what motor was installed and advised the customer that he indeed did have a 3/4 HP motor. We carry commercial motors; not ones you can get on amazon, ******, or *********** The customer told my city manager ok I got something for you, went inside his home and came out with a gun. We value our employee's safety and my city manager told the customer to have a good day and left. The city manager called the office to inform us and we notated the customer's account. The customer contacted us and we advised him that due to what happened we would no longer service his residence. We have the right to refuse service especially when it's in regards to someone's life. 

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 company's technician performed well in the installation of springs and tune up on my garage door. The concern I have regarding this business is that they charged an additional fee for use of my debit card and forged my initials to facilitate this fee. The fee for service was $915.48 but $944.32 was charged to my card. Three individuals said that their contract indicated a service fee for use of credit card. I was never shown a contract. The technician told me verbally the bill and indicated I would get an invoice later that day (8/10/2023) itemizing work done. He used a small hand device in calculating my bill and only showed a space to sign. This was my second use of this company and they had my trust. I had to call a day later to get the invoice and after seeing the forged initial on an acknowledgment of contract page, I told them the initials were not mine. Their invoice had forged initials claiming I saw the processing fee for use of a card. This is all more troubling where I had check book in hand when getting ready to pay the technician and asked which did they prefer. Moreover, the first signature on the invoice is that of ******* while my name is *******. I may have been the victim of a pattern and practice procedure. This is a issue that could have been easily resolved via a quick review of documents.

  Business Response

  Date: 10/06/2023

  ************** use either a tablet or their smart phones to process payments to close out the invoice once service is completed. Our company does charge ****% processing fee of the balance when a debit/credit card is used. Due to the tech not advising the customer of the fee, we will refund it back to his card on file. The total amount would be $28.84 and typically takes 3-5 business days for it to reflect into their account depending on their bank. The authorization code for the refund is ******.

  Customer Answer

  Date: 10/10/2023

   
  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:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  9/28/2022 a technician came to my home as my garage door opener stopped working. It is covered under a lifetime warranty. The technician said that my garage door opener failed as it was installed improperly, was scrubbing and would continue to break as installed. He said there wasn't anything he could do. He reported his supervisor would call me back to discuss. I did not received a return call. I called and spoke with ****** **************** mg x *********************************************************************************************************************************************** She said she didn't have time for my problem. She said she does not have a supervisor and could not give me any names of others to speak with. I later got ahold of her and said she was waiting to hear from *** x1066. I was told I ask too many questions and that I got many years out of my opener. They offered to install me a new opener at a $500 discount with the cost of $600 but could not tell me the model. After almost of week of calls, calls going to unset up vm, not being answered, being answered and immediately hung up on, I was told the model number. There was no discount on the system. They have now refused any service or to uphold their 'lifetime warranty'.

  Business Response

  Date: 10/06/2023

  We attempted to resolve the issue with the customer. The warranty will cover the parts price if it is the same model. Due to the LM Jackshaft being more expensive, the customer would have to pay the upgraded difference. The labor is not covered under the warranty. The customer did not want to pay for the upgrade.

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 18132314
  
  I am rejecting this response because: the unit was not properly installed (as confirmed by company). Parts were available through the manufacturer. The company refused to repair or replace the garage door opener under the lifetime warranty. Their only resolution was for me to purchase a brand new unit. The cost they provided to purchase the new unit was than their regular cost to purchase and install.  The company refused any other remedy and ceased communication. They refused to honor the warranty.  

  Sincerely,
  
  *********************

  Business Response

  Date: 10/17/2023

  The initial installation was done in 2015. The customer was able to get a circuit board for the unit but was worried if we replaced it they would continue to have issues. Our tech suggested to get a jackshaft since the door was rubbing on the rail. The jackshaft is more expensive and if the customer was willing to move forward they would have to pay for the difference of the motor plus the labor. The customer declined. Again we attempted to assist the customer but wanted everything for free. The warranty will cover parts if they are the same but if the customer is wanting to upgrade they are responsible in paying the difference plus the labor. 7 years the garage has been working up until this point. We did what we could for the customer.