ComplaintsforSteel City Garage Door

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 15,2023: I paid $150 to have a door re-keyed. After it was re-keyed it no longer latched properly. They returned and said they would charge me $500 to repair the latch that worked perfectly before it was re-keyed.

  Business response

  01/12/2024

  Hello 

  On Dec-15-2023 the customer called our company for a rekey job on a one mortise lock. Our locksmith technician, that have 25 years' experience as a locksmith in Pittsburgh, performed the job and we got paid total of a 150$ by credit card - see attached..

  On Dec 22-2023 the customer complained that the door is not latching. The technician arrived to her house on the same day and explained the customer that her door not align with the door's frame, the door loose, rubbing on the floor and she needs a door expert -There is nothing wrong with her lock or the rekey job we did. We didn't charge the customer a service fee.

  On Jan-5-2024 , Friday night around 7pm, the customer called again with the same problem , door not latching, the technician explain her again that is a door alignment problem and she will need to pay service fee if it is not rekey failure.

  The technician arrived to her house within an hour and find that is the same problem of the door's alignment with the frame and there is nothing to do with the rekey or with the lock since both are perfectly functioning -and again we didn't charge the customer service fee for the visit. 

  After this visit  the customer post a 1 star review in Google and complained here  

  Summery

  1. We kept showing up again and again to the customer's house for faulty calls and she was never got charged for it .
  2. Her lock functions perfectly and doesn’t need anything!
  3. We explained the customer she needs a carpenter to align the door but she keep calling us.

  
  I don't see any reason to refund the customer 

  Thanks 

  Customer response

  01/12/2024

  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.
  
  The response the business has provided is false. My latch is still not working properly.  They returned to my house and were unable/unwilling to repair the lock that they broke. This obviously does not resolve the problem.
  

  They recommend getting a carpenter to fix a latch that is sticking since they rekeyed it. There was absolutely no problem with the lock before they rekeyed it and now it doesn’t work. It doesn’t make sense that now someone else needs to repair a different part of the door. There is absolutely nothing wrong with the door. Only the latch.
  Regards,
  
  **** ********

• Initial Complaint

  04/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a door from Steel City Garage Door on or about June 2021, I moved to another address and informed Steel City Garage on April 5, 2022 that I want to cancel the order and requested a refund. I advised Steel City Garage Door that I was willing to pay up to a 15 percent restocking fee. Steel City Garage Door refused to reimburse may payment for the door.

  Business response

  04/12/2022

  Customer called to cancel his special-order garage door 10 months from his order date and after we were stocking his door for 8 months in our warehouse!
  On Jun -2021 the customer signed and accepted our estimate and paid a deposit toward new garage door with an eight (8) weeks lead time. Each new garage door are produced by order only.
  We received the customer’s garage door order on July-29-2021.
  We scheduled an installation with the customer several times (on Aug 2021, Nov-12-2021, Jan-7-2022, etc.) and the customer kept canceling (once we were on the way to his house with the door when called to cancel) and rescheduled.
   On Apr-5-2022, 8 months after we received and stored his door, the customer called to cancel!?
  We keep stocking the customer’s garage door in our warehouse and we offered him, as a gesture, to pick his garage door from our warehouse with no extra charge.
  Tell us why here...

*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. ↩