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:04/19/2024

  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.

  Placed ORDER #: ********* on April 9/2024. Merchant charged my card and created a shipping label but never shipped the item or sent any communications to explain the delay. I attempted to contact the merchant multiple times by phone and email but merchant does not respond to voice mail or emails.

  Business Response

  Date: 04/19/2024

  Good day,

  Order ********* shipped from our warehouse on April 10 on USPS tracking #**********************. We continued to track the status of the shipment daily, as USPS shipments can take several days to arrive at the destination.  On April 19 we reshipped the order to the customer because there was no indication that product was delivered.  The reshipped order was sent out via FEDEX on tracking#*************  We sent an email to the customer with the new tracking information and apologies for the delay.

  Thank you

  North Shore Commercial Door

  Customer Answer

  Date: 04/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  However, I will not be doing business with this company again as they seem to have a pattern of ignoring customers attempts to contact them as reported in online reviews.  
  

  
  Regards,
  
  ****** *******
  
  
  

• Initial Complaint

  Date:02/03/2024

  Type:Product 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.

  Transaction Date: 1/26/2024 Amount Paid: $102.62 Seller: North Shore Commercial Door Order Number: *******  Issue Summary: Purchased a LiftMaster MyQ Home Bridge Kit 819LMB for integration with Apple Home. Device failed to connect, and the manufacturer confirmed a known issue and discontinued support, advising a return. The product description did not mention this compatibility issue, leading to a misleading expectation of functionality. Dispute Nature: The product is not as described, lacking in promised functionality. Attempted resolution through North Shore Commercial Door's communication channels was ignored, and the issue was unilaterally closed without response. The restocking fee for returns is unfair given the product's failure to meet advertised capabilities. Resolution Sought: Requesting a full refund, including waiving the restocking fee, due to product misrepresentation and its failure to function as advertised. The item's known issues and discontinuation of support were not disclosed at the time of purchase, making it unfit for the intended use. Conclusion: Seeking BBB's help to facilitate a fair resolution with North Shore Commercial Door for a full refund. The product's sale under false pretenses and lack of seller communication necessitate this action.

  Business Response

  Date: 02/05/2024

  We will issue a full refund today. 

  Customer Answer

  Date: 02/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******** ****
  
  
  

• Initial Complaint

  Date:11/20/2023

  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.

  I purchased the LiftMaster MyQ Home Bridge Kit 819LMB on 10/27/2023. I received it and after over 8 hours of trying to get it to work, I called a Chamberlain MyQ technician to assist me. After over an hour and a half we still unable to get it to work. I sent in a request to get a RMA and after over a week I didn’t receive any response. I sent another request with no response. I called and left a message to have someone assist me, I received a return call from Mark who was very rude and was of no help at all! He simply kept stating that the person that issues the RMA had been out and that she would work on them as soon as possible. It appears by previous complaints that they like to make sure time expires on the request in order not to fulfill it. I’m making this complaint early enough to get a response before it expires. I would just like to return the product and get a refund so that I never have to deal with this company again.

  Business Response

  Date: 11/21/2023

  We have sent the RMA to the customer for their return. We regret to inform that our returns process is not automated, necessitating personal attention and care. We sincerely hope that the return process will be smooth and hassle-free.

• Initial Complaint

  Date:08/07/2023

  Type:Product 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.

  On February 21, 2023 I reached out to North Shore Commercial Doors to inquire about buying motors for my husbands roll up garage doors as a birthday present. After several emails back and forth and sending pictures of the doors, I was sent a link to the correct motors to purchase. My husbands cousin and I both went in on these motors and purchased them (order #*******). These were given to him on his birthday on March 11th, and on March 14th I emailed the company back and told them that we had had several door installers come out and had been told they were the wrong motors and could not be installed. On March 16th I heard back from the company and was told that "any competent door installer would know how to install this product" and given the number for the factory. Based on this, I had several other company's come out to look, and all of them came to the same conclusion. I tried calling the factory and the company many times, and have gotten no response or call back. Finally on June 27th I reached a customer service representative and explain the situation. He said they typically will return the motors within 90 days, but said he could probably work with me to find the correct motors (I just want to return these and get the correct ones so we can get them installed). I sent multiple pictures of the doors and gave him all the information, and he said he was closing in on the correct motors, but has since started ghosting me and will not return any emails or calls. At this point, I am out $847 for motors that I cannot use. I let them know well within the return period that they would not work and I couldn't get them installed. I have all emails and documentation to show this, and had forwarded it to the last customer service rep. I would either like a refund for these motors, or an exchange for the correct ones.

  Business Response

  Date: 08/08/2023

  Here is a copy of our return policy. As you can see this is way past that time frame. 

   

  To return an order you must receive a RMA, please fill out the form below.
  No RMA's will be issued by phone, please fill out the RMA request form below. No return will be accepted without an RMA being issued.
  Purchases may be returned for any reason within 30 days. We do not accept returns after 30 days from delivery. (Special Order items/Bulk Orders cannot be returned)
  Item(s) MUST be returned in their original shipped condition and include all related parts, factory packaging and instructions.
  All returned orders are assessed a 10% return fee. Shipping and handling fees are not refundable.
  Items returned incomplete are subject to additional fees to replace or repack components
  (IE: batteries, visor clips, instructions, etc.).
  Items returned damaged, used, or non re-sell-able are not refunded.
  There is a 25% restocking fee on all Garage Door Springs.
  All of our springs are made to order. We are sorry for any inconvenience this may cause.

  Business Response

  Date: 08/08/2023

  We cannot do anything with an order this old. Its past the return period. 

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Again, I notified the company WITHIN their 30 day time limit that their salesman had sold me the wrong motors for my doors - after providing him with pictures, etc. I DO NOT accept their response, as they are the ones who sent me the link and told me which motors would work for my doors, sold them to me, and then when I notified them that they were wrong they directed me to call "the factory" who never responded to my phone calls.  I have been emailing and calling ever since, and have been completely ghosted by this company.  I can provide all call logs and emails showing this history. 
  
  Regards,
  
  ***** ******