ComplaintsforAbsolute Services

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted this business several times by phone and email about the problem I experienced after work was performed by their Tec. Please read the following to the business, forwarding through email. Nov 2, 2022, ****** ******** replaced the springs on my garage door, when replacing them he put two different size springs on the door. Sometime later I called him about this, he said it was about the cycle of the springs that matter, disagreeing with him, I told him that from an engineering standpoint these springs should be symmetrical. His supervisor contacted me and I had the same discussion with him. I still feel the springs should be paired or symmetrical. I also feel that if at the time of replacement if he didn't have the right springs to do the job right, he should have taken the time to acquire what was necessary to do the job. Dec 18, 2022, I contacted your office about the left and right rollers and pins at the guide rails. Sense the installation of the new springs, the door guides to the left, not centered. This was not a problem before? I included photos of that problem. Jan 3rd 2023, ****** returned to my home to correct the problem with the rollers and the door shifting to the left. This problem was not resolved, the door still shifts to the left. ****** took the guide rails left and right, ad******g them in word in a "V" fashion and said this was all that could be done. Now I have daylight on the right side of the door before opening. I am not a garage door repair person, but I do have a background as a mechanical draftsman and engineer.

  

  Business response

  02/06/2023

  Good Morning Mr. ******,

   

  We apologize for any inconvenience this may have caused and understand the concern. Our Garage door team are trained professionals and the current installation is within specifications for the manufacturer. I understand that you have spoken with our Garage Door Manager and have reached a resolution to change the different size spring out and inspect the door track. Please let me know if we can assist any further.

   

  Thank You,

  ****** *****

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a new garage door installed in my home, and my alarm system tilt sensor was thrown away with my old door. My alarm system company (Vivint) charged me $50 for the tilt sensor, and $48 for a technician to come to the home. I sent them an invoice via email about 2 to 3 weeks ago, and asked to please confirm receipt of the email, and I have yet to hear anything back.

  

  Business response

  01/18/2023

  We have issued a refund in the amount $99.00 for the items discussed in the invoice. We apologize for any inconvenience this may have caused and are happy to assist with any future concerns. 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolute services has not followed through with anything they had said they would. We decided to use their services the lowes home improvement. They first came out and sold us a new furnace or hvac system. They never came back to make sure the system was properly installed. 2 we decided to use them for installing toilet and faucet. They busted a waterline going to our toilet. So for next 2 days they finely fixed the leak, but could not install toilet till their tile guy could fix the tile. That has been 2 weeks as of today 12/12/22. Not only that but they were a sloppy bunch of people. Did not clean up after themselves. My wife and I had been scrubbing down the bathroom walls from all the jackhammering they had been doing. Didn’t bother to move our stuff out of bathroom. They have been the least professional business I have ever seen. After calling several times we are giving up on them . They have said s everal things to get our business but never have followed through with any of it. But they did sell us a new hvac system I just call them a clown show.

  

  Business response

  12/17/2022

  1. The HVAC system was inspected and signed off during the install. We pull permits to ensure this is done properly, there isn't a need to return unless the system isn't working properly. The homeowner has not informed us that the system isn't working as intended per specs.

   

  2. The waterline that was damaged, was concealed in the concrete that we had to remove. There isn't a way to detect that the line is there, the line is installed in the improper place. However, we did fix the damaged line and even informed the homeowner that we will cover the cost of the damaged line and tile replacement. The sub-contractor that we use for tile, is backed up and not available in 1-2 days, we had to schedule this service out. We have informed the homeowner of this and we will be in contact to update every step of the way.

   

  We offered to clean up the dust from the jackhammer, but we were told, "not to worry about it" and that they would handle it. From here, all we are waiting on is the tile installer to come install the tile so we can finish the install of the toilet.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had some duct work and cleaning service for my attic area and it cost $3300. The issue was not resolved and the problem of dust and insulation particles still are coming through the ventilation system. No resolution from the management and I would like them to refund my money back for not following through with the repairs that they promised by the contract that I signed.

  

  Business response

  10/10/2022

  We appreciate you bringing this to our attention and we apologize that you feel that you have received anything less than 5-star service from our company. From the notes and pictures that we have in our system, our Service Expert and the Service Manager provided an option to you on 10/10/22 to smoke test the system at no additional cost to search for any leakage in the ductwork and this service was approved. We also provided an option to clean the ductwork to eliminate any dust or debris that may be in the ductwork as well. The services performed on 9/19/22 were to repair the damaged/disconnected ductwork in the attic. In our system, we have 1 inbound call on 10/10/22 at 8:45am to schedule the service call for 10/10/22 at 3pm. If you would still like us to schedule the smoke test, we would be more than happy to offer this service to you. If you need any additional assistance, please call our office at ************ and ask for the **** Service Manager. He will be more than eager to resolve this with you.

  Customer response

  10/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The work was poorly executed and a smoke test will be beneficial, However this will not fix the problem.  They will then recommend more money to be spent on my behalf.  I will like some type of refund for this mishap, either 100% or a partial refund. 
  
  Regards,
  
  **** *******

  

  Business response

  10/12/2022

  We would like to perform the smoke test to determine where any leakage may be in the ductwork. If we find any leakage, there will not be any additional costs as we warranty 100% of our work and we will make it right. Our **** Service Manager has requested to make an on-site visit to perform the inspection and go over any findings. We will call you at the number provided to get this service scheduled asap!

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently had my furnace/ac replaced. Our old unit was having issues keeping our house cool upstairs. We had this company come out to give us an estimate to replace our unit and clean our air ducts. We were using window units in the upstairs part of our home due to our original a/c not being able to keep the upstairs cool. We made it very clear to the technicians that came out that was a huge concern of ours. They guaranteed us that not only would we be able to stop using our window units, that this new unit would keep our upstairs cool. After spending $9000, I am currently sweating and my house is 80 degrees. We have had nothing but issues. Within the first week of the new unit it leaked all over my floor. We were promised that our unit would work better, yet here we are still dealing with a hot upstairs. We have been trying to speak to a manager since the beginning of July, and they have not gotten back with us. We ask to remain on hold waiting for a manager and they do not give us this option. It has been weeks since a manager named ****** has attempted to speak with us. I am very frustrated after spending so much money and we were promised this new unit would give us relief from the heat. So far, this new unit is not working any better than the one we had previously that was 22 years old.

  

  Business response

  08/03/2022

  Spoke with the homeowner today (08-03-22) and currently have an appointment scheduled on site for 08-05-22 for a resolution. Our phone number on file transferred to a voicemail that was full and was updated today with the correct information. Absolute Services strives to be the Absolute best with 5 star customer service and we offer Guarantees to every homeowner who chooses to use our comfort solutions. The challenge at hand will be repaired or replaced to honor our in home guarantee to provide comfort the the home. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I will provide a letter as well. I enrolled in a yearly membership plan with Absolute Services for WORRY FREE TOTAL HOME CARE for initial evaluation and subsequent maintenance on Garage, Heating & Cooling, Plumbing, and Electrical systems in my home. I did so in an effort to identify present and/or future issues with a home new to me. I have used this service as outlined in the documentation Absolute provided to at the time of purchase (5-30-2021), for which I have been satisfied. I contacted them on June 28, 2022 to request a service to evaluate and treat a drain stoppage that created an overflow into my basement. This “emergency service” “24 hour response time “priority scheduling” is the contractual assurances contained in the documentation provided to me by Absolute. I was told that their “plumbers were tied up until August”. I again contacted them (July 1) to request a call back from their plumbing staff to discuss possible causes, treatment and certainly consultation on how to prevent future flooding. I have not heard from their staff. I feel that the agreement we had was {client-business} not fulfilled. They have been paid for this service monthly for 13 months……..with the last payment made on June 30, 2022. I am sending a certified letter to their office in Louisville and to the company owner to convey my experience with their company. I am also providing BBB with a copy of same letter. To be sent today.

  

  Business response

  07/12/2022

  I apologize that we failed to meet your expectation on or drain cleaning service and we have mailed a check to you for the entire membership cost that you have paid. 

  Customer response

  07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ****
  
  

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• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Critical: Professionalism, Punctuality, Quality, Responsiveness, Value Very dissatisfied. May 18, 2021 we bought 2 heatpump systems for $13000. One of which has been broken since December 2021. So, no heat in that area of our home. Several Techs came out and said it needed replaced. We call n still nothing. We did not receive the $1000. Rebate after sending in for it before due date. 2/25/22 Heatpump deemed a dud by absolute several Techs and management yet they are unresponsive to call us back or replace/install a new one. No heat since Mid December. Terrible mistake we made. 2/25/22 @ 10:57 - A ***** ******* called saying he has left numerous messages on both of our phone numbers and NO ONE CALLED BACK! SO WE ARE TO BLAME NOW. I said your Techs have used both numbers and texted AND EMAILED US! I ASKED FOR PROOF, BECAUSE WE HAVE NOT RECEIVED ANYTHING. I offered my PHONE RECORDS and Asked to see HIS! HE SAID, what about a IM SORRY FOR THE MISCOMMUNICATION *****! after I hung up on him he called and hung up on me numerous times and called back from another number claiming he had phone issues! From this point He can Contact our Lawyer! Service: Ductless heating and AC services Services: Install heating system, Ductless heating and AC services, Repair heating system

  

  Business response

  03/10/2022

  I have been in contact with Mrs. ****** regarding the recent install of the heat pump in question and have offered to replace the equipment at no charge as part of our Homeowner Guarantee. I made an attempt to schedule the installation of the replacement equipment and was referred to her lawyer. I have made several attempts to get in touch with the lawyer and have not been successful. We strive for 5 star customer satisfaction within our company and would like to resolve the issue as soon as possible. We will continue to attempt to reach the lawyer we were referred to from Mrs. ****** for an installation date.

   

   

  If I can provide any further information please let me know.

   

  Thanks!

   

   

   

  Justin Henry

  Operations Director

  Cell: (812)987-4910

  Louisville Office: (502)561-8444

  Lexington Office: (859)900-2520

• Initial Complaint

  12/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I came home one day and my garage door would not open. I could not get into my house. I looked for a phone number for garage door repairs and who could come out immediately and give me an estimate. I called Absolute Garage Door Repairs and asked if they gave free estimates on garage door repairs. I was told they did. Their advertisement on the internet also states they give free estimates on garage door repairs. They had a guy that was just finishing up at a house close by, so they said he could come right out. Two guys came out and raised the garage door to see what type of repairs I needed so they could give me an estimate. They told me I had a broken spring and I needed several other things to repair the door but they said my door was old and it really should be replaced. They gave me an estimate to fix the failed parts and repair the door for $1,776.00 and an estimate to replace the door for $3,313.21. I told them I would need to get another estimate before deciding and would let them know. They lowered the door as it was before they came and left. I called another door repair company and asked them if they gave free estimates on garage door repairs. They said they did and they could send someone out within 20 minutes. I said okay. They came, raised the garage door, looked at the problem and said I had a broken spring. I asked them if I needed anything else to repair the door and they said no. I also asked if I needed a new garage door and they said no. I asked them how much they would charge to replace the spring and repair my door. They gave me an estimate of $165.00 for everything. I had them repair the door. It works just like it did before and I have had no problems. Absolute Garage Door Repairs charged a $75.00 service fee on my visa. I called and said they had told me they gave free estimates. They said they charged a service fee as they had to open the garage door. I said they had to open the door to give me an estimate. No result

  

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/01/09) */ First, let me start off by apologizing for the experience that you had with our company! I have attempted to reach out to you several times, leaving voicemails since you initially voiced your complaint with our team on 1/3/22. After we did speak, we determined the phone number that was provided to our CSR's was an "emergency phone" that you do not monitor. We do offer free estimates for service and for replacement equipment, however, the $75 we charged was to open your broken garage door, due to being locked out of your home, and then we closed the garage door to secure your property less than 1 hour after contacting our company. The service fee was discussed and signed off on before opening the garage door, then a card was provided to satisfy the payment to our technician. I am truly sorry that you feel this way about our company and the service that we provided to help you out in your time of need. Since I wasn't able to receive a return call, I went ahead and processed the $75 refund to your VISA card on 1/4/22, at 1:14pm. Again, I sincerely apologize for the misunderstanding and I hope the New Year brings you many blessings!! If you have any questions or concerns at all, please reach out to me at 859-900-1065. Consumer Response /* (2000, 7, 2022/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) They issued a credit of the 75.00 charge back to my credit card company, which I thought they should do, so I am pleased that they did that. They stated that The service fee was discussed and signed off on before opening the garage door. THIS IS A LIE AND NOT TRUE. They never told me there would be a 75.00 charge for opening the door, which they had to open to give me an estimate, UNTIL AFTER THEY OPENED THE DOOR. After they opened the door and gave me an estimate, they said there would be a 75.00 fee for opening the door. I was surprised and shocked but I did give them my card number, which I now know was a big mistake, and I should not have done. Lesson learned.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Absolute Door rep-*** ********-came out on July 15, 2021, assessed garage door, said that we should replace 5 panels on our left garage door. They are ***** ****** doors. 5 panels (1 panel has 6 windows in it) + install quote was $1,900. We ordered. Aug. 10, **** **** came to install the 5 panels. I noticed the size of the new windows didn't match original panel that was replaced, so it no longer matched garage door to the right. He told me that mfg no longer made windows that size. FALSE! Aug. 16, *** ******** came back out. Told us that replacement panels he ordered were NOT ***** ****** brand, he had ordered another brand and that's why window panels don't match. NO ONE, at any point, EVER told me the windows wouldn't match, or not be same mfg. Aug 30, Thad (mgr) came out, said only way to match windows now- I have to buy another window panel for RIGHT door @ $600. I WOULDNT have replaced window panel if windows didn't match, or not orig mfg! I have to pay for THEIR mistake?

  

  Business response

  09/30/2021

  We replaced the other window section that the customer asked for at no charge to satisfy the complaint.

  Customer response

  09/30/2021

  Better Business Bureau:
  
  After filing the complaint with the BBB, we received a call from Absolute, and they said that they would replace the window panel on the garage door next to the door that they repaired, so they would match.  We are now satisfied.  Thank you.
  
  Regards,
  
  **** *******
  
  

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*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. ↩