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Complaint Details
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Initial Complaint
11/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Oct. 9, 2023, I contacted Action in regards to my garage door damage. They are the installation company for the home that I own. I had been having issues with my garage door not opening/closing properly, and unfortunately damaged the door with my vehicle last fall (10/3/23). The technician (Will) assured me the door should not be doing the issues I complained about, and repaired the door. The issues kept happening, but after calling Action reporting the continued issues, they were only responding with dead end answers. It shouldnt be doing that, it works fine when Im there, *** been doing this for 22 years and never seen this happen before.Well, I damaged the door again, and they keep telling me theyre unsure why it would be happening. After promising to call the regional sales rep for the brand, they decided to have me call instead. The regional rep ****** informed me that the issue was a simple fix, and walked me through it in less than 3 minutes. He suggested I speak with the manager/owner of Action explaining that the technician should have known how to do this and the second visit for repairs should not be my financial responsibility. *** been attempting to get a call back from the manager for over two weeks now. Ive called 4-5 times, left messages with their receptionist, and Im being assured I will get a call back. They have not. My garage door still needs repaired and they are neglecting to return my calls. The funds Ive paid are from last ******* repair.
Business response
11/21/2023
We are very sorry you had a negative experience with us and we would like to apologize for the lack of communication and the frustration that has caused. We strive to provide excellent service and would like the opportunity to resolve this issue with you as soon as possible. After researching your account, it was notated that your door had been damaged due to impact from a vehicle, it is our policy to charge for such an incident. We were however able to reach out to the manufacturer to determine the cause of the damage and we will be able to provide you with a warranty section. The section is on order for you and our technicians have been versed in the manufacturer issue that caused the damage. It is our hope that the replacement of the damaged section, at no charge to you, is a sufficient resolution to this issue.Initial Complaint
06/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I hired Action Door to replace a door that they had originally installed. It was working well until I backed into it. They determined that it couldn't be repaired so I agreed to have them get a replacement, which took about two months to arrive., in 11/21. After the replacement was installed, I immediately noticed difficulty and big banging when it started upwards. They came out and the repair person observed that the door was a bit larger than it should be but that adjustments could be made. The problem persisted and Action then said it was because of paint clogging up the weather stripping channel. We cleaned off the suspect paint but the problem persists. The original general contractor (It's a new home) believes it is an installation problem. Despite several written requests to the owner of Action, he refuses to do anything.Business response
07/13/2022
Unfortunately we were not aware of the situation as there are no emails, notes, phone calls or voicemails regarding this complaint. That being said *****, one of the owners, contacted **** today and we are sending two of our most experienced service technicians out there on July 26th to get this issue resolved. We tired to get this resolved today, however **** was unavailable to meet us until that date. We strive to provide amazing service and great communication with our customers and regret that this incident was not handled in a satisfactory manner. Please feel free to reach out to us any time!
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.