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:05/19/2023

  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.

  GarageDoorsOnline dot com and I had multiple conversations with their representatives, both online and over the phone, clearly describing my specific requirements. It was crucial for the new garage door to match my existing door, which was only two years old at the time. I emphasized the need for both doors to have their corners capped, as they were in a state of disrepair. The company sent their installers for measurements. We reconfirmed the details of the order, including the need for the large garage door to match the smaller door, as well as the requirement to rewrap the corners. The problems arose during the installation process. The garage door installers suggested that I pay for the exterior wrapping since it was in disrepair, despite the fact that rewrapping was explicitly stated in my initial order. I clarified that the wrapping was included in the payment, as agreed upon earlier. The installers eventually acknowledged this and agreed not to charge for the wrapping. The company proceeded to charge my credit card without authorization for the sealing work around the doors, which we explicitly declined since it was not part of the original agreement. This unauthorized charge is a clear violation of our agreement. It became evident that the newly installed garage door does not match the smaller door. It lacks a handle, lock, and the necessary wrapping around the garage, which we specifically requested. The seal around the new door is unnecessary and inconsistent with the overall appearance of my property. These discrepancies are not only aesthetically displeasing but also affect the functionality and security of my garage. Their recent suggestion of selling me a lock for an additional $75, without providing installation services, is an inadequate resolution to the problem they created. This experience has been extremely frustrating and disappointing, considering the substantial investment I made in purchasing a garage door worth over $3000.

  Business Response

  Date: 05/19/2023

  We thought we would provide the correspondence with Doors Online and the customer as we tried to be helpful and work through her complaints. This will provide great detail of the whole situation. It is quite lengthy, but it will provide the whole story with full transparency. 
  
  Below is a quick summary if you do not want to read in full detail:

  The customer referenced Garage Doors Online, but I believe this was an error. Doors Online provided a quote via email, and then the order was placed exactly as what was quoted. The customer's main complaints were the door did not match her previous doors because the door we provided did not have an exterior lock, or a pull handle. These items were not quoted or ordered. Once the customer reached out with her complaints we tried to explain the situation, and provided a quote for an exterior lock and pull handle. They were still not purchased. She then wanted to return the door, but the request was declined due to our policies that were previously sent to her. 

  The customer also had a complaint that we did not install the aluminum capping for her garage door opening. This is not a service Doors Online offers, as our installers will only install the garage doors. They are not expected to do work on the construction of the door opening. Although since our installers are individual contractors, the customer hired the installer separately from Doors Online to address the aluminum capping. The quote and order had no specifications of the capping needed.
  
  Customer's Complaint:
  We are reaching out to express how disappointed we are in our new garage door. When this process first started we discussed wanting to match our 2 year old small garage door and fix capping around both garage doors.  This was explained to installers when they came out as well as having several conversations on the phone with your company. As of today, we have 2 doors that don't match,  the new door you installed has no lock, no handle and some parts were left. This really makes it clear these doors don't match. My impression was that is why you came out prior to inspect before install. I'm not sure how to rectify this but we do not feel good about the purchase or install. My sister, ****** was extremely satisfied with your services when she used your company. We know you do good work , we just don't feel like this is one of those times.
  
  Doors Online Response:
  Good afternoon. I'm sorry to hear you were disappointed with the results. Doors Online does not work on the construction of the door opening. This would include the capping. Although there are some installers that are versatile enough where they may be able to complete this job for you, it would certainly be done above and beyond the garage door. They are all individual contractors, so this is something that may be offered on the side.
  There is no way for us to guarantee our doors will exactly match what you currently have without a previous ID label or invoice sent to us. What you received is the most common, "cookie cutter" type of door we offer. The same look is an industry standard. Although I suppose different manufacturers could have slightly different variations. Even the same manufacturer could slightly change the appearance. The door you received would be the most common look by far, throughout the entire industry. If the only thing that does not make them match is the lock, and handles, this is an easy fix. Could you send photos of the lock and handles you currently have? From there I can provide pricing. Please keep in mind the lock and handles were never purchased. The installer completes the site check to verify all of the measurements before the material is sent to production. The site check was completed on 2/22/23. They verify the measurements and that the material on order will work for the application. They do not question the appearance, accessories, or lack thereof.
  Please let me know if the only problem remaining would be the lack of a lock and handles. Again, a very easy fix.
  
  The customer sent us a photo shown below of what she was trying to match, after the door was delivered. Again, the handle and lock was not purchased. 
  
  Customers statement:
  Attached are pictures of front doors. Thank you for clean up thus matter. 
  Also, FYI Doorboy submitted an unauthorized charge on my credit card which I have disputed. 
  
  (the photo cannot be copied, so please see attached - customers door)
  
  Doors Online Response:
  Good morning. I see the pictures, thank you.  Going back to my previous email, is absent handle the only thing wrong with the order? The material was provided exactly as ordered, and it appears the door was installed exactly as it should be. The lock was not purchased. If that is the only problem you will need to purchase the lock, and I can see if the installer would like to come back out. Since you disputed the charge I am unsure how he will react to that. Otherwise we will try to locate another installer, but it will unlikely be free of charge.
  In the meantime I will contact Amarr to see if we can offer a lock exactly like the one in your photo. 
  
  Additional Note:
  The customer provided photos of the invoice from the installer that validated she should not have been charged. I will not post pictures of this as it has sensitive information such as the customers home address.
  
  Doors Online Response:
  Just checking back in to see if the lock is the only difference between the two doors. Our locks may look slightly different from the one you currently have as well. I provided a picture shown below. For example the lock under the handle is something that we do not have. The material shown below can still lock the door, but it would not have the circular lock under the handle that you have on your current door.
  
  (the photo cannot be copied, so please see attached - exterior t handle lock)
  
  Doors Online Response:
  I provided three separate material quotes shown below. Shipping would be extra. Amarr does not have a locking mechanism as shown in your picture. I'm not sure if this was an old style that has been discontinued or if this is something a handy man was able to work up. Nevertheless we cannot provide a lock exactly like the one you currently have. I have provided pictures of our T handle locking set, and a non locking T handle. Our non locking T handle looks more like yours, but again it is just the handle.
  
  -Lift handle: $5.00
  (the photo cannot be copied, so please see attached, lift handle)
  -Exterior T handle lock set (this will not exactly match what you currently have as it no longer exists): $75.00 +shipping and handling
  (the photo cannot be copied, so please see attached, exterior t handle lock)
  -Non locking T handle: $35.00 +shipping and handling
  (the photo cannot be copied, so please see attached, non locking t handle)
  
  Customer Response:
  I would like to return this entire door. This is not what I ordered. I clearly explained what I wanted. It was discussed on two separate occasions.  The installers replace brand new seals around my 2nd door..which already had new seals put an unauthorized charge on my credit card and now refuse to return to correct their mistake. I want ro unwind this entire transaction. 
  
  Doors Online Response:
  I'm sorry the doors are not able to be returned. They are made to order, and already installed. We provided exactly what was quoted to you on 2/17/23, and what was ordered on 2/17/23. I provided both, shown below. The lift handles and exterior lock were not on the order. We do not even offer the lock you were looking for. If you would like to order the material I quoted that we can offer, we are happy to help. I can reach out to Amarr to see if they would know of anybody willing to take the job, but they typically don't offer service work. If we are able to locate somebody to take the job, the installation would be an extra cost.
  
  
  Feel free to reference the links below that were sent with your order confirmation for further information:
  
  (the customer received this as a clickable link for each)
  Policies & Agreements
  Terms and Conditions
  Claims and Cancellations Policy
  Purchase Agreement
  Privacy Notice
  Garage Door Warranties
  Contact

  Customer Answer

  Date: 05/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: Mainly the capping which was explained multiple times to Doorsonline and installer prior to install. We may not have used the correct wording but it was clear to doorsonline and installer what was expected and what we thought we paid for. On install day the installers made a comment to me as to why I didn't have that trim around door re-done because it looked terrible. I explained -I know that why you are here. My other issue is the 3rd party install company that Doorsonline hired to complete job, somehow had my credit card number for unauthorized charge of the unwanted and unneeded sealing they did. Lastly, When I tried to lower my expectaions of what I ordered and asked that they at least try to make the doors look similar. They sent me locks and handles with a cost to me, cost to ship to me and no one to install. This is not customer service or a resoluion. We really want to unwind this transacion. They can take the door. I will be able to employ someone who can complete the job we expected and paid for.
  
  Sincerely,
  
  ***** *** ********

  Customer Answer

  Date: 05/26/2023

  We Sent response 5/23/22 12:23pm we responded. Please confirm receipt.

  We reject response because job is not complete.  We did not receive what we ask/paid for.

  Business Response

  Date: 05/30/2023

  The capping was hired out on the customer's end. Doors Online was not able to provide the service. The amount paid for the installation through Doors Online was only for the door. Since the customer hired the installer out for the capping I cannot address any further complaints. 

  
  Doors Online does not share any credit card, or personal information. I do not know how the installer received the credit card information if the customer did not provide it to them.

  
  The material was quoted several times via email without a lock. The order confirmation did not include a lock, as the lock was not purchased. Once the complaint was filed we found out the customer wanted a lock. The customer is correct, we offered an available lock option. We provided the customer the material and shipping cost, because we do not provide free material.

  Customer Answer

  Date: 05/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We many have referred to what we expected to pay for was RE-wrapping around doors (what they are calling capping), no matter the words - the phone conversation with doorsonline and the initial meeting with their installer it was clear what we expected and what we thought we were paying for. 

  The statement from doorsonline stating we hired 3rd party company for capping is outrageous.  Doorsonline is now trying to separate themselves from their installer. 

  We called doorsonline which was the only contact we had until doorsonline installers showed up and did work that wasnt requested and didn't do work we thought we paid for. Since we dont know the installer company - we never gave them our credit card number. Those statements from doorsonline are silly and simply untrue.

  Doorsonline was also aware it was important to me for doors to match. If the door they were hired to match had locks and handles why wouldn't they have said we need it in the beginning.  They are supposed to be the professionals and execute the consumers expectations. 

  They clearly dropped the ball.

  Lastly,  we originally provided proof the installers were not going to charge us for sealing which we didn't need or want. They charged us after leaving and telling us they won't charge us. Again, this is their installers- interesting both companies are suspect. 
  
  Sincerely,
  
  ***** *** ********

  Business Response

  Date: 05/30/2023

  I'm sorry, I feel like we are going in circles.  

  In regards to credit card the customer has the right to her opinion, but we would never give away such information. We have been in business since 2004, and giving away customer's credit card information is highly unethical. Doors Online does not have any direct correspondence with the installers either. Doors Online works with Amarr (the manufacturer), and Amarr has a network of installers nation wide. Amarr is in direct contact with the installer, and Doors Online is in direct contact with Amarr. 

  We did not have any record that you were wanting to the handles, and assuming we knew what you were wanting may be the issue. Since they were not purchased, we will not give them away for free.  I can't argue this portion any further without repeating myself.

  Below is correspondence between Doors Online and Amarr about the capping. I do not have documents from the phone call.

  Amarr's email to Doors Online:

  I’m just passing along a heads up. The installer went out to do the install today. At the end of the install the customer was expecting aluminum wrapping to be done as a part of the order but this would have been an extra charge. Apparently the customer was giving the techs a hard time so we wanted to let you know in case she reaches out to you.
  
  Thanks,
  
  Supervisor, Service Center
  
  Direct:   ************
  
  ***** ******* **** ******** ****** * ******** * ** * ***** * *** *************

   

  Doors Online to Amarr:

  The customer called me and said the installer that had done the site inspection said that they could provide the aluminum wrap.  I told her that the added cost will be between her and the installer, since we do not offer that service.
  
  
  Thank You,  
  ***,
  ***** ******** ******** ******* ***** ******  ************  **  ************  *** **** * *** ******* ********  ********************

  Amarr to Doors Online:

  Thanks ***! I’ll pass that along to the installer.
  Supervisor, Service Center

   

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service 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.

  We ordered a garage door. The company acknowledges that we ordered a specific sized door. They were unable to produce said door and asked if we would accept a higher quality door at no additional cost. Of course we were agreeable. I have records indicating that I asked whether there were any other differences in the door that would impact contractor's ability to install the door. They said no. The door they sent was a different size and does not work. We spent over $2,000 on the door. I acknowledge that they did send paperwork that referenced different dimension in the door size and I didn't notice that change. Who would think they would change the door size! At no point did they emphasize or indicate verbally that the size had changed. The door is useless to us. As we live on an island that can only be accessed by ferry it isn't easy to even get rid of the door. They refuse a return or any adjustment in fee as they say the new paperwork showed us a change in size in the door. Our position is that it is very poor business practice to do a switch in size without alerting us. Offers to help with make the door work won't work as it will remove our overhead space to the point where the space isn't usable. I feel some cost adjustment is in order, but they refuse.

  Business Response

  Date: 10/07/2022

  RE:  Doors On-line order# ***** / PO# ****** for William Howard
  

  On 4/6/22 Doors On-Line received the order for 7'6"x6'9" Heritage 2000. Due to temporary restrictions at the factory this special size width could not be manufactured. It could be provided in the upgraded Classica 2000 model. However, this model requires additional headroom, so low headroom track had to be added and the height of the door had to be lowered from 6'9" to 6'6" high for the door to fit into the available space. The changes were quoted by email on 4/7/22. 
  

  Additional style changes were quoted on 4/14/22 with a note from Doors On-line to the customer: "Here is the final price with the changes made. Does everything look okay? The difference would be $522.87." The customer reply is as follows: "Caleb, thank you for getting this to me. I will be out of town till Tuesday next week and will not be able to get back to this. I will call you so I can talk through my option. I will be sticking with the size though, so that will make a lot of the call for me."
  

  On 4/27/22, Doors On-Line was contacted by the manufacturer. The manufacturer said the Classica 2000 is not available in this special width due to a technical issue, but could provide this size in the Classica 3000 upgrade at no additional cost. The upgrade to the insulation value had zero effect on the door size, clearances, or anything that could have had an adverse installation consequence.  
  

  In summary, the size changes to the 6'6" door height was requested by the customer. The model upgrade did not change the door size that was desired by the customer. The customer opted out of having us professionally install the door for him.  This service would have included a site visit to the jobsite to verify all jobsite conditions and confirm the accuracy of the order.
  

  The customer complaint is unclear as to what the problems are exactly. No photos have been provided to illustrate the issues they wish to be resolved. The complaint says: "Offers to help with make the door work won't work as it will remove our overhead space to the point where the space insn't usable."   What does this mean? Usable overhead space for what ... storage I presume? Maybe the shed should have had a coiling roll up door instead? Maybe poor planning and design? Lots of unknown circumstances exist. 
  

  Custom doors are non-exchangeable and non-refundable!

  Customer Answer

  Date: 10/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:  It is simply untrue.  There is no possible way that either we or our contractor would have approved of a change in the size of the door as the opening for the door had already been built.  It just makes no sense that we would order a door that did not fit the opening!  One of the uses of the space would be to pull a golf cart into the space, so it makes no sense that we would select something that would by definition prevent pulling a golf cart in.  I can swear that we NEVER requested a change in the door size and any statement to the contrary is false.  It is also revealing of the lack of professionalism of this operation that it would stoop to accusing us of poor planning and design.  There is NO reason we would have changed the order for the size of the door.  That would be like having a company say they didn't have a particular shoe in stock, but would substitute another shoe - then send a shoe 3 sizes smaller than that which was ordered. Nonsensical.  The door is useless to us.  I believe the company should make some monetary compensation to us.  As it is we'll have to pay to have it hauled away.  What a waste.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 10/10/2022

  The 76" x 6'6" door size was quoted via email on 4-7-2022. The 7'6" x 6'6" door was re-quoted via email on 4-14-2022 with a revised panel design.  The 7'6" x 6'6" door order dated 4/15 is shown on the 4-15-2022 invoice copied and pasted below.   To our knowledge, this is the door size provided.  If not, please provide photos showing the measurements on a measuring tape.

  From:  Doors On-Line       Email: *******@DoorsOn-line.com                     Phone: ************
  
  Customer Invoice
  Date Ordered: 4/15/2022 DOL Order #: *****
  DOL PO#: ******
  Date Requested: ASAP
  Customer Name: Howard, William
  Ship To Address: 224 Lighthouse Rd. Ocracoke NC 27960
  Address:
  Phone Number(s): 302-562-5534
  Email: [email protected] & [email protected]
  Description: Quantity $ Each Extended
  Width x Height, Model: Classica 2000 7'6'' x 6'6'' 1  $   2,065.00  $        2,065.00
  IRC-5209-130-15 1  $              -    included 
  Doors Online Discount 1  $              -    $         (413.00)
  118-129 MPH  $              -    $                   -  
  Panel Style/Color: Cortona, White 1  $              -    included 
  Glazing: Closed Square 1  $              -    included 
  Springs: Torsion front 1  $              -    included 
   $              -    $                   -  
   $              -    $                   -  
  Track Type:  2", bracket mount,  wood jambs 1  $              -    included 
  Track Radius: Low Headroom 1  $              -    $           156.00
  Teks for resi. stl. mt. No  $              -    $                   -  
  Exterior Keyed Lock: No  $              -    $                   -  
  Inside Slide Lock: yes 1  $              -    $             15.00
  Installation Manuals: ALL  APPLICABLE  INSTALLATION  INSTRUCTIONS 1 set  included 
  Vinyl Perimeter Seal:  # 2211 ( 3 pcs / set / door )  color:  Matched to Door 1  $              -    $             52.45
  Top Seal:  Include Extra 2' Length for Arched Top 1  $              -    $               4.00
  8' Perf. Angle, 14 ga.: No  $              -    $                   -  
  4 lags, 8 bolts 5/16" No  $              -    $                   -  
  Blue Ridge Handles: (2 pcs/set)                                No  $              -    $                   -  
  Blue Ridge Hinges: (4 pcs/set)                                No  $              -    $                   -  
  Winding Rods: yes 2  included 
  Strut (for top section): no  $              -  
  Operator Bracket: Not Required  $              -    $                   -  
  Liftmaster Electric Operator:  $              -    $                   -  
  Extra Operator Accessories:  $              -    $                   -  
  Extra Operator Accessories:  $              -    $                   -  
  Shipping: 1  $    215.00
  Total:  $                      2,324.45
  ATTENTION ALL CUSTOMERS:
  Due to the impact of COVID, our suppliers are experiencing significant delays and your order could take longer.  
  Cancellation Policy:  Refunds not provided in full after 24 hour period due to highly customized production.                            
  
  Thank You,  
  Doors On-Line, Customer Service Dept.
  Phone:  ************  or  ************  M-F 10am - 6pm Eastern
  Website:  www.DoorsOn-Line.com

  Customer Answer

  Date: 10/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:  As noted in my original summary, I do not dispute that paperwork sent to me after the business advised that they were substituting another door for that which was ordered - did have the new dimensions.  The point is that in NO discussion with me or with my contractor did the business indicate they were changing the dimensions.  I did not catch it on the paperwork as it never occurred to me that the size of the door would change.  In fact, as was shared with the business when I tried to resolve this with them. I have emails in which I specifically ask whether there was anything besides the quality of the door that was changing or  would impact our contractor being able to install it and was told NO.  I'm not sure what point the business is trying to make by providing the above info, which I have already conceded to.  In NO conversation did they tell me or the contractor that the size of the door was changing.  
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 10/11/2022

  We do not have audio proof of the size confirmation.  Only written emails for the size confirmations.

  Customer Answer

  Date: 10/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:  just a comment that the business does not have audio proof of advising me of the change in the size of the door because they never did tell me, despite having the ability to do so.  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/06/2022

  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.

  The date of transaction is July 31, 2022 when I first ordered the Amarr 3138 Steel 8X7 short panel white, no windows. On August 1, 2022, Doors On-line Inc. confirmed the order #***** and verified distribution warehouse in Jessup, MD. The order did include installer with Amarr manufacture but this particular third party has his own MHIC# 128012 business specializing in garage doors on site August 4, 2022. Doors On-line support gave me additional information about the material and hardware of the Lincoln 3138 Amarr Garage Door exterior and exterior. Since, CJB discussed and verified the order with ***, I had to await an attentitive insulation date because the low headroom track and torsion rear was not available but the Amarr 3138 8X7 short panel white was in stock. It was in question about my order, how much I paid, and unavailable low headroom track and torsion. However, I was told I had to send an additoinal $110 for an emergency key release lock that states no additional cost. In addition, the order was discounted on-line which includes installation. It was not a problem. The information I gathered and verified became a problem. CJB UNlimited Inc or third party for Amarr Manufacture stated the photoeyes were placed backward on the garage opener that is waranteed. Therefore, I had the technician/installer come to the site several times for corrections. But, this was not enough. I never received the new garage door order #***** and could not verify CJB email information on business card given. It was brought to *** attention at Door On-line because of complaints in question about their third party installer who is now Amarr manufacturer third party installer for Maryland. I got another estimate from another company with the same door that can install within two weeks. Therefore, I requested a refund from Doors On-line at **** ****** ***** ****** ** ****** 

  Business Response

  Date: 09/06/2022

  On 7-31-22 the customer purchased a door on the DoorsOn-line.com website for $2087.27.  The door was not in stock due to special track, so the delivery time estimate was about 11 weeks.  Customer accepted the delivery time estimate.  An installer was assigned and he went to the jobsite to inspect.  He reported no other entry was available into the building, so he recommended an emergency release for the electric opener.  Customer chose to cancel because she could get the door installed quicker from someone else quicker at similar price.  We were very happy to send a refund for $2087.27 on 9-2-2022.

  Customer Answer

  Date: 09/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: The total refund amount is $2197.27. Please note the $110.00 was sent separate transaction. Also, a letter has been mailed last week to your office in regards to this matter.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 09/07/2022

  Since the $110 for the emergency release was paid by check, the refund, less the installer's 3% site check fee of $62.62 will be a check sent to ** *** ***** *********** ** ****** unless we are notified that a different mailing address is required.

  Customer Answer

  Date: 09/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: As I stated to you a letter was already sent to BBB in regard to the matter which reads on July, 31, 2022, an order was placed with Doors On-Line Inc. The order #***** online includes the Amarr 3138 short panel 8X7 white garage door. As it list no additional cost for short panel, color, or lock. The installation fee is $440.00 with the on-line discount and shipping charge total of $2087.27. Again, a separate transaction for $110.00 emergency key lock was cashed on August 18, 2022. The total amount for refund is $2197.27 and that is the full amount of refund that I am requesting. On the contrary, Amarr manufacture vendor have an installer in Maryland that is a conflict of interest due to his own garage door business. I did mention that to *** after verification MHIC#128012 on August 4, 2022, as he await to confirm that my on-line order was correct. As my understanding, the on-line order record notes no additional cost as described and include the installer cost to install and remove garage door. It does not state a separate or additional cost for lock- (emergency key release) on the receipt or invoice. Since Chris was adamant about the key release and photoeyes on the garage opener, I had the waranteed technician check the opener on August 12, 2022, and he came out two more times after that. *** stated he could not process the order without the additional cost of $110.00 dollars and it was forwarded as a separate transaction totaling $2197.27 in cost.

  After careful research, I picked the Amarr 3138 Lincoln garage door as a better-quality steel door and made sure to have an installer. Inaddition, I followed-up on August 9th and August 31st because I was told that the garage door was available on August 4, 2022 but the low headroom track and torsion rear was not available and had to be ordered give or take 6-7 weeks but later *** added 10-11 weeks. Furthermore, Amarr manufacturer hired Christ B. who is currently taking classes to install the Amarr garage door. Again, it was a conflict of interest because Chris business had several complaints from his customers. Although, I finally got a tentative date for installation on Octyober 4, 2022 from *** and questioned rejected returned emails forwarded to Door On-line and support team and formal email attachments that was also returned from CJB unlimited Inc. as described Chris B business.

  BBB attention was needed to request my total transaction refund and resolve my refund dispute, I do not wish for CJB Unlimited Inc. or Doors On-line to come to site and remove any personal information such as card x1219 and email address. I did inform this dispute to card ending x1219 for amount $2087.27 as well that *** did agree but that was one tranaction of the two transaction that total $2197.27 for order #***** in dispute. As my understanding, there are no site cost pertaining to the on-line order paid in full.  Please see and review the letter sent, receipts and transaction paid in full. It was agreed from the merchant Doors -Online to cancel order for full refund.

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

  Business Response

  Date: 09/08/2022

  The information about the site check was offered when you select the installation option from the website at time of order:

  Learn more about our professional installation: **************************************************************************

  Professional Garage Door Installation
  The Professional Installation Option is available only for Sectional Doors (up to 20' wide or 12' high).
  Standard Installation Procedures
  Permits:
  Especially in hurricane zones, always be sure to check with your local Building Department concerning any zoning requirements and building permits you may be required to have for garage door installation.
  Scheduling Site Inspection:
  Within a few days after your order is submitted to us, you will be contacted by an installation professional to schedule an on-site inspection of your building and garage door opening.
  What takes place at the site inspection?
  Your installer will verify that the door was ordered correctly.
  All clearances will be checked, including the head-room, side-room, and back-room clearances, to verify the proper track has been ordered.
  He will also determine if any special requirements or structural preparation is needed prior to installation of your new garage door.
  Your door order can be cancelled within 2 days after site inspection with 3% or $50 fee, which ever is greater.
  Upon completion of the site inspection:
  Your installer will notify Doors On-Line if any additional work is needed or changes are required. Doors On-Line will then contact you to inform you of what needs to be done and collect additional charges, if applicable.
  Doors will then be ordered from the factory, if not in stock at the Regional Distribution Center.
  Orders cannot be cancelled or refunded, without substantial re-stock fees, if more than 2 days from site inspection date.
  Doors are usually installed within 2-6 weeks, depending if stock or factory order.
  Your professional installer will contact you to schedule the delivery and installation, after he has received the product from the Regional Distribution Center.
  Preparing for Your Installation:
  You will need to clear your garage at least 10 feet back from the entry way so that your installer will have the necessary space for a safe installation process.
  Removal of Existing Doors:
  Take-down and disposal of old steel sectional doors is included. Extra charges, up to $100 / door, may apply for take-down and disposal of one-piece slab doors or wood doors.
  Installation:
  An adult, 18 years of age or older, must be present for the installation. This person must be authorized to sign all paperwork, including the Certificate of Completion, once the garage door installation is complete.
  Your previously installed electric motor operator will be connected to the new door, but only if the motor operator includes proper safety accessories.
  Finally, the installer will review the warranty, care and operation of your new garage door.
  Commercial Type Installations
  All standard installation prices, quoted on-line, are estimates and are subject to possible up charges upon site inspection.
  Standard installation costs do not include many commercial type applications, including, but not limited to the following:
  High ceilings more than 2 feet above the opening.
  Extraordinary requirements to remove existing doors, such as cutting into transportable pieces, etc.
  Welding requirements for installation.
  Special springing for some large, heavy doors requiring duplex springs or torsion rear.
  The following track applications are not available on-line but are available upon special request.
  High-lift track (extended vertical track)
  Full vertical lift track
  Follow the roof pitch track
  Special installation prices can be provided upon request and may require site inspection before quoting installation labor.
  If we need make a job site visit before quoting installation, there would be a small cost associated with the site inspection.
  Additional Information:
  You may contact Doors On-line with any questions:
  Phone: 800-745-1682 or 937-526-3727
  Email: [email protected]

  Customer Answer

  Date: 09/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: The following installation information was never given or provided. Please be advised that Doors On-line did not state any installation requirements. The only site notes are PO# ****** for order #***** that I have a copy of.  Doors On-line reviews, provide handyman who installed the garage door or people not satisfied. My impression is that Doors On-line warranty only Amarr garage door material or hardware
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 09/09/2022

  This appears to be a repetitive statement but the link to view "Learn more about our professional installation". is given when the installation is selected during online check out.  The policy states there is a 3% nonrefundable site check fee.  This covers the installer's time, fuel and vehicle expenses. 

  Customer Answer

  Date: 09/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: The On-line order I originaly placed #***** option to include installer so I did not receive any policy information. Again, the emails returned as undelivered to DOORS-ONLINE had came back as undelivered, therefore it was a statement in a forwarded email to *** in questioned, if need be regarding installer. I never got an answer. However, *** agreed to refund my total order and I asked to mail a check for the emergency release lock of $110,00 to my mailing address stated in DOORS ON-LINE email to ***. *** got an okay to refund and forward the balance to mailing address so that was the end of the conversation and doors on-line order at best.
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 09/14/2022

  Dear ********:

  Please be advised that I just got off the phone with *** who stated that he did not send my refund. Again, please reopen my complaint #******** against Doors On-line Inc.because He has not mailed out the check.
  
  
  Thank you for your business,

  Dear ********:

  Please reopen complaint #******** because Doors On-line *** has not sent or mailed my refund.  The order # ***** was cancelled and he received permission to refund but has not mailed the refund.The conversation to *** was to mail the refund to my mailing address on September 1, 2022. However, today I find after talking with *** it has not been mailed. Thank you for your attention on this matter.
  
  
  Sincerely,
  

  ******** *******

  Business Response

  Date: 09/14/2022

  A check for $47.38 has been mailed to the buyer.  The 3% cost of the installer's site check trip fee of $62.62 (as discussed in the terms provided at time of order) will not be refunded because the service was completed.

  Customer Answer

  Date: 09/15/2022

  
  Complaint: ********
  
  I am rejecting this response because: It is not stated or provided in the Claims and Cancellations Policy regarding a 3% site inspection fee, now so called trip fee. Therefore, I dispute the said 3% takened without edvidence not written to terms and conditions. Again, the $110.00 was for extra cost installed. Please provide a check in that amount and forward it to the mailing address. On the Contrary, Doors On-Line Supplier agreed upon a refund that owes $110.00 after cancellation of on-line order #***** tentative date of October 4, 2022 for hardware and garage door not received or installed. Please forward a check in that amount of $110.00 to the mailing address already forwarded. Doors On-line Supplier is a garage door supplier only that does not install but hired Chris who was in training and learning to install the Amarr garage door.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 09/15/2022

  A check was sent for $47.38.  The balance $62.62 for the installer's trip charge to complete the site check is non-refundable, as stated in the written terms that was viewable at time of checkout.

  Customer Answer

  Date: 09/16/2022

  Dear ********

  
  

  Please note I have given a response to complaint #********. Again, thank you for reopening the claim due to non-payment/ refund. Truly, I am not satisfied with the business response after receiving confirmation/ permission seeked to refund order #***** dispute as referenced September 2, 2022: refund was not mailed or sent. I have not received my refund and informed the issuer regarding check #27959742088 deposited August 18, 2022. Can you please keep this case open until it is resolved? 
  
  
  
  Thank you for your business,
  

  ******** *******

   

  In response to business, not satisfied with response, business failed to refund order #*****.
  
  

  Please see forward: #********/ DOORS ON-LINE
  

  Business Response

  Date: 09/16/2022

  Doors On-line Now considers this case closed due to full refund, less the trip fee for the site check.

  Business Response

  Date: 09/19/2022

  Refund check $47.38 was written on 9-7-2022 and held for mailing address confirmation.  The check was mailed on or about 9-13-2022.