ComplaintsforNeighborhood Garage Door, LLC

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Neighborhood Garage Doors replaced my garage door, but they were not the right Garage door. Once I noticed that the garage door needed the correct one installed, employee ***** and owner ******************* agreed to replace it. I have correspondence and recordings of our conversation agreeing to replace the door. I have made multiple calls and have several emails, and while they insist they will replace the garage door, it has been since June 9th, 2022, since my complaint was stated, and they agree to replace the door. They now neither return my calls nor email response to my inquiries. I paid a total of $4,611.75 for an incorrect door, and since they have not responded to my inquiries don't believe they intend to fulfill their promise to replace it with **************. The company has on its website that it is a BBB member but has failed on making this correct.

  Business response

  01/11/2023

  Unfortunately the replacement door panel set have been on backorder delay with the manufacturer.  We did actually order the correct style, but this was a incorrect order on the manufacturer's end.  This door style is not a standard design.  We have explained this delay, however we understand this is frustrating. We ask that continuing patience be possible. 

  We plan to take care of our client as soon as the new door panels arrive.  

  Thanks *********;

• Initial Complaint

  01/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  2/2/19 - Company installed new garage door, new tracks, trim, & spring system & hooked it up to existing motor. ******************** SPECS/INSTRUCTIONS ATTACHED 1/6/22 - Electricity went out making my automatic garage door inoperable. (First time this happened when I had to open the garage door to leave since the door was installed.) I attempted to open garage door manually but was unable for the following reasons:1. Emergency-release cord did NOT stay disengaged without continually pulling on it.2. There were NO handles on the door;3. It was impossible to simultaneously hold down the emergency-release cord and lift the heavy door via a hinge too small to grasp. I spent 30 minutes trying to open the door myself but had to call a friend to help me. It took both of us to raise the door. I am strong & as is my 6.6' male friend. When closing it, the weight of the door slammed it shut. It could have injured/killed anyone in its path.I called the company & explained the situation. I was told the door should have handles & easily lift with one hand & the release disengage when pulled. Discussed the door slamming shut and it was suggested it may be the spring.Service scheduled 3:00. Summary of interaction with serviceman:1. "Type" of release was difficult--nothing wrong.2. Responding to why the door didn't operate smoothly: Initially said it was getting caught on **************** reposition the door away from the frame; then it was the exterior weather stripping; then "nothing is wrong."3. Spring is fine.4. Explaining the lack of a handle, "not everyone wanted a handle."5. He can attach handles for $75 (as I recall)The handles should be attached (per installation manual) and releasing the emergency release cord should easily disengage & remain disengaged to enable manually lifting the door. The consequences of the door had this been an emergency rather than the inconvenience of a missed appointment could have been dire.

  Business response

  01/13/2022

  This cliants door was installed properly almost 3 years ago. Without any issues prior to this complaint.  We always recommend having your door serviced once a year.  She was originally informed of that at time of install. The warranty on a new door is 1yr labor warranty, and 5 yrs parts warranty.  The invoice clearly states this information. After 35 months of daily use, and no record of maintenance she is now having a problem.  No problem! We were happy to except her request for service. This client agreed to pay the service call fee for us to come out and assess her door. We informed her on the phone when she scheduled that her labor warranty has been expired for nearly 2 years.  After the assessment, and not finding any issues with the door operation. Other than lack of yearly maintenance, She refused to pay the agreed service fee for the visit, and demanded a free handle be installed?  We do not recognize this complaint to be valid or true.  And we also advise that this complaint be disregarded, and complaint be removed from our BBB account.  We have, and will continue to provided excellent service for our customers, and we always go above the norm to help people.  We were happy to take care of the claimants request for service, with just the service call fee she agreed to over the phone. We have terms and warranty guidelines in place. We have clearly displayed them on our invoices. I feel our terms are fair, and certainly within the boundaries of value and good service. 

  **** Smith 

   

  Customer response

  01/14/2022

   
  Complaint: 16457054
  
  I am rejecting this response because:  I NEVER agreed to pay a service fee.  As stated, the problem did not present itself until the electricity went out necessitating that I manually open the door via pulling down the emergency release and manually lifting the door by using a handle.  As stated, the emergency release did NOT stay "released" and there was NO handle installed.  However, there are various drill holes to accommodate said handles. The manual provided SPECIFIES that handles are to be installed with the door.  As also previously stated, the serviceperson said, "not everyone wants handles."  Firstly, I was never given the option.  Secondly, IT IS LUDICROUS THAT ANYONE WOULD OBJECT TO INSTALLING A HANDLE SO THE DOOR CAN BE OPENED MANUALLY IN AN EMERGENCY.  

  The cost to install a handle on the door per the manual provided is so nominal that for the sake of good will, I am dumbfounded that a business would refuse to do so, especially in light of the fact that the handle was never installed.

  My complaint re: smooth functioning of the door and how it slammed shut refers specifically to the incident in question and NOT to the overall operation of the door.  

  I am appalled at the overt lack of integrity and good will on the part of Neighborhood Door.

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

  Business response

  01/19/2022

  After reviewing the recording of the incoming call, when the appointment was scheduled. The claimant was in fact 100% informed of a $79 service fee. And again, the claimant is currently two years past any warranty.

  Facts: 

  1. We are not providing free door service, 2 yrs after installation. 

  2. We are not responsible or liable for claimants home maintenance or cost of home ownership. 

  3. Claimant agreed and acknowledged to $79 service request when booking appt.

  4. Until original $79 call for service has been paid, any remaining part warranty shall be deemed invalid.

  Customer response

  01/19/2022

   
  Complaint: 16457054
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

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