ComplaintsforTulsa Garage Door Doctor LLC

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would like to report Garage Door Doctor in Tulsa because of poor work ethics. I have paid them for multiple services that were charged to fix my garage door over the time span of one year. The main problem was never fixed and the company itself created more issues with the door that have not been fixed yet. I cannot fit all the details of what happened here. I would like to get contacted via email or phone call to explain the whole situation so I can provide concrete details.I have pictures and text messages to support my complaint but the site does not provide enough space for me to type everything. I am requesting for a third party to be involved in the resolution of this problem because I do not want any further communication with this company. Thank you so much

  Business response

  02/27/2024

  Hello, I am ************************* the owner of Tulsa Garage Door Doctor LLC.  I am both surprised and disappointed by this complaint.  Me and my team have been operating in Tulsa for almost 14 years now. I myself have been at work or on call 24/7 for that entire time.  I have given up every single major holiday at least once, missed my kids' birthday parties, etc. over the course of that time to help my customers. Speaking of time, I have been out at 6:00a.m., 6:00p.m., 10:00p.m., 11:00p.m.......4:00a.m., all 24 of them.  Snow, rain, 117 degrees, whatever  My company is not the biggest nor are we the cheapest and we do not try to be either.  We try our best, to be THE BEST, every single day that we work, every single job...and that is a lot.  If you look us up anywhere online you will see that overwhelmingly, by a very large margin, we are a highly respected and trusted company.  That is the underlying and fundamental core value upon which our entire business model is based.  I and my techs understand 99.9% of our customers and their needs but I don't understand *****.  We do not engage in high pressure sales of any kind.  I do not even encourage my guys to upsell, unless it is really needed.  We are as honest and transparent as you can ask for.  I have sent all three of my guys out to her house on multiple occasions and charged her nothing.  I have been to her house personally to work on her door seal myself and didn't charge her anything.  I have spent well over an hour on the phone with her at times trying to help her understand her situation.  She has been nice as well as patient, or so I thought, through out the ordeal which is this. 1) We installed an opener that she supplied and I charged our usual rate of $200.  Went fine.  She apparently can not take out the trash however, without hitting her safety sensor with her trash can.  That is not our fault nor do we have any control whatsoever over that; yet, we went out and fixed it for free, twice (once not written up).  She decided she wanted to keep bugs out of her garage so we replaced the seals around the perimeter.  We did have to go back and adjust ***** was new then) which we did for free, and promptly.  Her bottom seal unfortunately is specific to her door, which was discontinued by the mfg. 10yrs ago because it sucked.  The bottom seal was no exception.  She wanted it replaced.  I scoured the world and found it in one place and ordered it.  We put it on and it sucked.  It still ***** and will always ****.  That's why they quit making it.  I explained this before ordering, right after the job, and ever since.  We have tried stuffing it with foam pipe insulation, stretching it, scrunching it up etc.  I have exhausted much more time and energy into helping her than she even understands or than I would ever try to charge her or anyone for. Just trying to help.  I have already refunded her the money for the bottom seal.  There is literally nothing else I can do.  We even hand delivered the refund check.  I even offered to reorder the seal and install  a second brand new one free of charge just to demonstrate that is was simply poor engineering from the start.  She has pics of the door leaking water all over but, its because she has it stuffed with t-shirts all under it...which draws the water under the door, I mean what the heck??  She was fine up until just before our last trip out when her daughter called and was very much not nice at all, at all, over the phone.  Conditions have degraded ever since.  All she can do, and I have told her several times, is close the door down on the seal and just before all the way down, pull the seal to the outside of the door and then push down the rest of the way.  Do that, on a reasonably warm and sunny day and, for a few days in a row.  After a few days the seal will conform to the shape of her ************* as much as is possible and by this summer should seal as well or better than it ever has before.  This is truth but it takes time, which is the nature of the materials involved.  For God's sake ***, I'm only a doctor, LOL. I am personally saddened by this situation and unfortunately am at a loss as to how to better serve this customer.  She is asking me to do something that I guarantee, no other company in Tulsa or anywhere, can practically do.  If you have any suggestion that I have not yet tried, short of refunding every dollar that I ever charged her, for all of our work over the course of several years, which I do not thin fair, I am all ears.  Please feel free to call me and discuss this matter in person if you'd like, I am only here to help.  Thank you for your time. - CSW

  Customer response

  03/05/2024

  I first contacted the Garage Door Doctor company in Tulsa because I was having issues with my garage door not closing properly. It would intermittenly close half way down and go back up. I had checked for possible items obstructing it but there was nothing on the floor that could have caused this. 
  
  
  
  
  A person from Garage Door Doctor came to my house and after looking at the issue, he told me that my garage door opener was old and that by changing it, the issue would be fixed. At this time, I purchased a new garage door opener either at ********** or Lowes and paid the company $125 for the installation of it back in 2022. 
  
  
  
  
  After the new garage door opener was installed, I continued having issues with the door. I contacted the company again multiple times regarding the problem. They came to my house about fourth times and every time they came they would say that everything was fine. It was not until about the fourth time they came to my house, I was told by **** that the issue was that someone had left a s**** on the motor and that that was the problem, even though it had been the same company the one that installed it. 
  
  
  
  
  After **** removed the s**** that the same company had left on the system, I continued having the same issue with the door. I contacted the company multiple times again because the problem with the garage door  was causing issues with me arriving late to work due to not being able to close the garage door and having to close it manually. 
  
  
  
  
  Then **** came back to check the door and he suggested to change the seal around the garage door. He said that the seals were old and that by changing them, the door performance could be improved. 
  
  
  
  
  Back in November 2023,  they came and installed the side seals but left the bottom of the door without a seal because they said they needed to order it. Then they disappeared. There were not updates about when they were going to come back to install the bottom seal. I was the one who had to contact them for them to come back and install the bottom piece. They told me to pay them after all seals were installed. At this time, I paid $150 for the seal and the installation. 
  
  
  I noticed from the very beginning that something did not look right with the seals. The seal at the bottom of the door looked very strange compared to other garage doors in the neighborhood. It looked loose, bulky and not properly installed. I let **** know about this and contacted the company multiple times about this issue. **** told me to give the seal two weeks for it to look normal. I waited for about four weeks and during this time, I started having more issues because not only was the door not closing properly, but also water started going under my garage door from rain and  melted snow. I had never had issues with water going inside my garage  until Garage Door Doctor change the seals of the door. I had to put towels and old t-shirts at the bottom of the door in the inside to prevent the water to move forward and damage the items I have stored in the garage. 
  
  
  
  
  I contacted **** and let him know about the water going inside and I sent him pictures of the water going under the garage door as well. After contacting the company multiple times, finally **** and **** came back and put Gorilla tape on the seal and I was told not to open the garage door for two days. I had to Uber around town during this time because I could not get the car out from the garage. I actually waited three days before I opened the garage door and I continued having the same issues with water going under the door. 
  
  
  
  
  I contacted **** again, then he message me saying that he felt sorry for me and that he did not know what was happening. He also told me he could give me the money back because it was easy for him to get the $150 from **************** but that that he would take the seals off which would have left me in a worse situation due to not having seals around my garage door at all. He also offered to return the $150 installation money through cash app which I consider highly unprofessional due to cash app being very personal and informal.
  
  
  
  
  Later I was told through a text message you have a very unique door, that is different from every other door out there and not in good ways. That is why they quit making themwhich I find very unprofessional to say since I was never informed by the company  that my door was old or different before they started charging for all the different services. At this time, I requested a check from the company instead of a cash app transaction and I was told a week ago (2/4/2024)they were going to issue one but I have not received anything. 
  
  
  
  
  All of the sudden after almost three months of experiencing different issues with the garage door and paying them for their services, they told me that the door was too old and that I need to replace it. If this was the case from the very beginning, then they should have been honest about it and also expressed that they did not feel comfortable with a door like mine instead of charging for multiple things that were never going to solve the main problem. 
  
  
  
  
  Also, around the end of September 2023, considering I had used Garage Door Doctor to install my garage door opener, even though it was not working properly, I went ahead and still trusted them to install my daughters garage door opener for her new house. At this time they charged me more money than they had charged for my first installation. They charged me $200. And to my surprise, my daughter started having trouble with her door as well. Same problem. The door intermittently closing half way down and going back up. She has avoided using her garage door as much as possible because she is terrified that it will not close and then have bigger issue. ( As for that problem, **** answer was that I did Not take out the trash which is not true, the only bin is inside is my recycle bin and it is not even close to the sensor so it doesn't interfere for the door to close properly)
  
  
  
  
  I feel taken advantage of from this company. I have paid for their services, I have followed their instructions, I have been patient for months,  I have wasted time and energy on the multiple calls and messages I have sent them, and to this day, February 2024, I continue to have the same issues I first contacted the company for, plus, new issues that were created by the company. 
  They have not taken this situation seriously, my concerns have been disregarded, and I have been treated poorly. The tone in the calls, text messages, and even in person has not been the best, even disrespectful , hateful, and  unprofessional at times which only shows the companys poor work ethics.
  
  
  
  
  At this point, I am demanding for the company to return the money I paid for services. I am demanding for the company to return the $125 of my garage door opener installation since I do not know at this point if that was even necessary, $150 of the seals and installation since this created even more issues and did not solve anything, and the $200 of my daughters garage door opener as well because she is having the same issues with her door.  I would like for a third party to get involved in the resolution of this problem because I do not want any further communication with this company.  I just would like to get my money back and to find a trusted company that does take me seriously, treats me with respect and professionalism, and that is willing to actually fix my garage door.

  Customer response

  03/05/2024

  **** already sent me a check for $150 for the seal but I want all the money that I have spend with this company. It has been overwhelming all the situation!!!!

  Business response

  03/05/2024

  I'm not going to apologize for anything. We have provided her more than the same service that we have for literally thousands of other customers. Over and above. Find one company, any company, that can satisfy her demands, in full, as described and I will GLADLY refund the rest of her money...even though we earned every cent.

   

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