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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/03/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Quality Overhead Door installed new front entry door and reattached alarm system sensor. However, door sensor was not attached properly and fell off the door. Quality Overhead Door sent a technician to reattach the sensor but could not get the sensor to work. Technician informed me to call ADT and have them reattach the sensor and to submit the bill for reimbursement. Submitted the invoice for payment but have been getting the run around with regard to reimbursement. Was promised a decision but no such luck. Asking for the refund of $63.57.Business response
07/11/2023
Customer purchased Entry Doors from our company, installed 5/15/23. We do not sell or service Alarm Systems - our installers will reconnect pre-existing alarm contacts to the new door the same way they were on the original door. Most commonly, there are no problems with simple reconnections. If there is an issue, it is known during installation and the customer is responsible for handling repair with their alarm company. Our installers are carpenters, not alarm technicians.
Mr. *******'s alarm worked for a few weeks after the installation. He called 6/17/23 requesting we come out, attached work order notes "front entry door issues" and our office scheduled the warranty service for 6/19/23. We do not have the training or expertise to assess problems with customer's alarm systems and the customer was advised to contact his alarm company. Technician's notes "*(he wants to bill us) for ADT to fix". 6/20/23 Mr ******* emailed his Salesman attaching the ADT invoice advising the technician told him we would pay for the bill. Sometime between 6/20 and the 7/3 (date of BBB Complaint) our Salesman did talk with Mr. *******, explained alarms are something we do not service and would not typically pay, but he would speak with management. This was just before the holiday week when we had staff taking vacations which is why it wasn't addressed promptly.
7/11/23 - I spoke with Mr ******* this evening, apologized for our delayed reply to his request due to my being out of the office. Explained the reasons we cannot be responsible for expenses related to customer's alarm systems. HOWEVER, agreed to cover this $63.57 expense as a Customer Good Will gesture. Our Office Manager will either cut a check or process a credit to his credit card by the last week in July.
**** ****
Customer response
07/12/2023
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.
Sincerely,
***** *******Initial Complaint
06/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Had garage door operator repaired on 5/28/2022 at a cost of $231.66. Two days later all four remotes would not work. Called and they said could come on 6/1/22 and there would be no charge. They reprogrammed the remotes and my wife erroneously told them that I had tried to reprogram them. I had thought about trying but did not do it. They charged her another $92.80. I called and was told that the dropped code was not their fault and the service is not free. I complained that it should have been covered under the first repair and was told there would be no charge. This is not fair to be double charged for this service. ****** ******Business response
06/02/2022
After receiving this complaint, I called Mr. ****** along with both technicians who went to his home to review the circumstance and reason he was charged for both service calls.
First trip was a Saturday 5/28 after hours call. Technician replaced the blown capacitor and saw no visible burn marks on the operator's logic board. He checked remotes and keypad with Mr. ******, everything was working properly.
Second service trip 6/1 Mr. ****** was not home and did not answer his cell phone while our technician was onsite (he had left his phone at home). The charge was based on the information provided by Mrs. ****** stating that he had tried to reprogram their keyless. Based on this, we could only assume that is what cleared the programming of all their remotes, keypad and car's home link (very common mistake made by customers). The service charge was for reprogramming all of their remotes, keypad, and the homelink of the car that was onsite. Our technician discounted the service charge $10 since we had just been there a few days before.
We did not double charge for service, however as a courtesy will be issueing a credit for the second service charge. Mr. ****** advised he did not not touch or try to reprogram anything after the first service call so this problem will most likely return. Reviewed this and with his operator being 15+ years old - advised he should consider replacement should this happen again.
Lisa ****
Customer response
06/08/2022
Complaint: ********
I am rejecting this response because: ignoring the fact that I would not try to reprogram all remotes, and I did not, two days after their repair unless all of the remotes failed. I called for service and was told their would be no charge. The BBB accreditation states that businesses agree to keep their word. And they agree to transparency so they should have told me that there could be a charge if the remote failure is not related to their repair.
Sincerely,
****** ******Business response
06/08/2022
Sorry, not sure I understand what is rejected. On Friday 6/3/22 our office refunded Mr ****** credit card the full $92.80 (2nd service charge). Please contact Lisa at ************ if he did not receive this credit.
My response was probably too lengthy. Because we take our reputation in our community as well as with the BBB very seriously; felt detail to explain the circumstances were important. I am confident this was simply a misunderstanding and our technician would not have been charged for the second trip had Mr ****** been home at the time of that service.
Hope this helps.
Lisa ****
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.