ComplaintsforNeighborhood Garage Door Repair & Service

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/1/23, we sent the following letter; it came back "not deliverable" even though we used the address from their website. This is edited for length and provides all the info you need:"On 3/6/23, a tech from your company replaced a spring on our garage door. On 3/18/23, we had to have the second replaced. We used a different company. On 3/6/2023, we paid you $647.33 for one spring, including install. We have learned this is more than TWICE the normal cost. The part we paid totaled $435.59, $100+ over what SHOULD have been the total price for this job. Your tech used a 250x2x32 spring - not adequate for the weight of our door. It was lifting only 140 lbs, and led to the breaking of the second spring. Your tech used an aluminum spring, not an industry standard steel spring. We left two unreturned messages for your **** ********************** **** using the number provided by your ************, ** location *************, exts **** and 1665).On 3/18/23, we had another company replace the second spring in our garage. So now we've: 1. Paid an additional $615 for TWO springs, including install, because the spring your tech installed was inadequate.2. Learned that the spring needed for our garage to be adequately equipped is a 262x2x38, not what your tech installed, which is why the second one broke.Therefore: (A) Despite paperwork agreeing to the work done on March 6, we did NOT agree to inadequate materials, price gouging, and a second spring failure due to the inadequate materials used by your installer; (B) Your company provided at best unethical pricing and product installation, at worst a dangerous product and a deceptive pricing structure. (C) We have paid $647.33 for a product and service we can't use.What compensation are you going to provide us? We would like the $435.59 paid for the spring your tech installed; it's worthless to us; we can also return the spring so you can use it on an light-weighted garage door for someone else."Refund request: $435.59.

  Business response

  07/12/2023

  The customer has the biggest spring installed in their home. They agreed to the service by signing the invoice and paying the technician at the time of service. These are our prices for the spring we installed. We will refund the installation amount of $250 but the customer has the spring installed in their home.

  Customer response

  07/12/2023

  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us.

  Please note that we do NOT have the spring installed. As we mentioned in our original communication, one of the reasons we are so dissatisfied is that we had to have it replaced because it wasn't big/strong enough AND we indicated that we'd be happy to have Neighborhood retrieve the spring they installed so they could use it in an future (more appropriate) installation. So we appreciate the $250 offer and accept that, and if Neighborhood wishes to get the unused spring they installed, we are happy to let them have it. We will hold it until July 31 for them; at that point, if we have not heard from them, we will get rid of it.
  
  Sincerely and with thanks,
  
  ****** And *******************

  Customer response

  07/13/2023

  So sorry ... we should have asked yesterday ... how will their $250 refund be provided to us? Does that come through the BBB? Thank you.

  Customer response

  08/09/2023

  It has been five weeks and we have not received a refund.

  Business response

  08/18/2023

  We attempted to contact the customer back on 07/12/2023 to advise that we would refund the installation amount of $250. We never heard back from the customer. 

  Customer response

  08/18/2023

  Complaint: 20270669
  
  We are categorically rejecting this response because we have no evidence of them trying to reach us. We both have and use our cell phones exclusively (no land line). We did not receive voice mails or texts from the company. We have not received an email, either. If they can provide actual proof that they tried to reach us and, if we did not answer the call that they left a message to which we could respond, we'd be happy to try to figure out where the problem is, but since we have had mail returned to us and our calls were never returned, I think the burden of proof is on them at this point. If they just called and didn't leave a message, we would simply respond by saying that's not a good faith effort to reach us.
  
  Sincerely,
  
  ****** And *******************

  Customer response

  08/30/2023

  What was their "good faith effort" and how was it documented. I have phone records that show NO ATTEMPT by this company to contact us. We also have **** Informed Delivery and their is NO EVIDENCE that they attempted to contact us via the mail.

  What is our next step? It is disappointing to read that BBB has closed this complaint when clearly it is NOT resolved. This company owes us money and they do not respond to voice mail messages, letters, and they have no email address listed on their website. At least provide us with the name and contact information for someone we can contact directly if BBB is no longer going to work on this.

  Thank you.
  

  Business response

  09/04/2023

  We are willing to refund the labor amount of $250 to the customer. On our invoice it states all sales are final.

  Customer response

  09/05/2023

  Complaint: 20270669
  
  I am rejecting this response because: We have NO evidence that they've tried to reach us via mail, email, phone, or text. In fact, our ******* records show no calls from this company. In addition, our written communications to them were returned in the mail. They have promised a $250 refund, but they have not in any way tried to connect with us to refund the money. They have our address; we paid by check, so they should simply send us a check in the mail.
  
  Sincerely,
  
  ****** And *******************

  Business response

  09/11/2023

  A check will be mailed out to the customer. It is processing.

  Customer response

  09/11/2023

  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 IF THEY ACTUALLY SEND A CHECK. They have not given me any reason as of yet to be confident that will actually happen. If we do not have a check within 30 days, we will reopen this complaint.
  
  Sincerely,
  
  ****** And *******************

*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. ↩