ComplaintsforVeteran Garage Door Repair

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new garage door in 2023 it is now 2024 and I attempted to close the garage door and it would not. I noticed that one of the rollers from the door was wedged in the track preventing the door from moving. I pressed the but to attempt to close the door and fix the issue that appeared to be minor. In doing so the door then went up partially and then instantly began to attempt to close. This is when the door stopped approx halfway and the roller that was wedged came off track causing 2 additional rollers on the opposite side of the door to become off track. I called to company and scheduled a tech. The tech came out and said it would be $270 for the repair as it is not under warranty. I then asked why if the door was hardly a year old and that is when the tech replied the track rail is too close to one side of the wall and caused the track to warp. I let the tech know that the installers make this mistake if in fact this is a mistake. Tech then called his manager and manager let him know it would not be covered and that the repair could receive a $30 discount and be $240. I let the tech know that I would call management and see if anything else could be done. I then called management they stated they would get back in contact with me regarding the issue. Tech returned to take photos of the door and that is when business called back and tried to further explain that repairs are not covered under warranty due to track being damaged possibly due to installation. The estimate then went from $240 to over $600 but the company would reduce to $400. I then asked to speak to someone else within the company at a hire level and that is when I was told there was nobody else I am speaking to the highest level possible and that nothing could be done. The lady I spoke to was rude and insinuated that it was something me or someone within my family did to cause the door to come off track which is totally untrue as there was no damage. No accountability from this company.

  Business response

  05/08/2024

  This matter was resolved yesterday afternoon after we spoke with the customer and explained that we would make an exception and provide the repair free of charge. 

  Customer response

  05/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 04/25/2024 Veteran Garage door was contracted to replace a broken belt on a Liftmaster garage door opener. The technician before checking anything said that the complete unit needed to be replaced because when the belt breaks, the unit is too old. After improperly installing the belt the door would not operate properly because it was at the wrong end of the limit switch. He then informed me that it needed a gear kit and again suggested the complete unit be replaced for over $1000. When I asked about the gears being bad, he then changed his answer to the Travel module being bad. After he installed a new travel module, I thoroughly checked the one that he removed and found that nothing was wrong with it other than being at the wrong end of travel. I told him nothing was wrong with it and he stated that sometimes the threads are stripped. I showed him that obviously the threads were in perfect condition. He then stated that the contacts may be bad. The contacts were in perfect condition and was stopping the door as it should, the only problem was that it was at the wrong end of travel. I want a refund in the amount of the travel module that he unnecessarily replaced which is $60.67 ($56.05 plus 8.25% tax).

  Business response

  04/29/2024

  After review with the technician manager, we have confirmed the part should not have been replaced. 
  We have refunded the charge for the travel module including tax for $60.67. We apologize for the inconvenience but appreciate you bringing this matter to our attention so that it could be resolved. Please allow 3-5 business days for the funds to be posted back to your account. We believe this matter is resolved as the resolution the customer requested has been completed. 

   

  Best Regards

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

  CS Manager 

  Customer response

  05/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have call to get my garage fix on Nov 25 I ask if any extra charger because the holidays. ******* said no but they are very expensive the roller and torsion roller seal lifetime the are around 25 dollar for 5 my door need 5 each side and they charge 265.00 and the torsion 79 dollars at first the guy said 344.00 but it was only 329.40 is on my receipt but he drop price 295.00 but the same work with the same part I have a quote for 215.00 they are to expensive the part the torsion online 33.40 a pair and the roller around 25 dollars. They most be charge me extra for the emergency call and holidays. Very expensive and the lady send a message said the I will have the next call for free but the didn't add to the receipt, do I suppose to safe the message until the next call. Other people doing the job cheaper 215.00 with life time. I should get money back.

  Business response

  03/08/2023

  Business Response /* (1000, 5, 2022/11/29) */ We completed research and found the following information. It does show that you reached out to us on November 25,2022. Please note we never have a service call fee and do not charge extra for any holiday or evening hours. Please note any price you can find online may not have the same quality we provide. Additionally, any parts purchased on your own will not come with any warranty and does not include the cost to have a professional install the parts. We completed repair and provided new (2) 7ft steel cables, (10) Z-bearing rollers as well as maintenance and tune up with installation. The 7ft steel cables come with a 1 year part warranty and 1 year installation warranty. The Z-bearing rollers come with a lifetime part warranty and 1 year installation warranty. I spoke with the technician to see what happened during the time of repair and verify if any concerns were brought to his attention. He explained "the customer told me that the company before me gave a lower quote but didn't tell me the price. *** just said that *** felt like I was more straightforward with what needed to be done so *** felt more comfortable going with us." The original price for the repair and parts was $329.40; however, a discount was provided and brought the price down to $295. I checked all communications after the repair was done and only found that we had attempted to verify you were satisfied with the service but was unable to speak with you. Additionally, I found no email or text messages regarding any matter. Please note if there are any issues with the parts or repair directly completed on November 25, 2022 you do have the warranty to get taken care of but if the issue was something else then there could be a charge for repair. We do want to make sure our customers are satisfied and hope this clarifies any confusion on what occurred on November 25, 2022. If you would like to discuss further please give me a call at ************. Best Regards *********** CS Manager Consumer Response /* (3000, 7, 2022/12/06) */ (The consumer indicated ****** DID NOT accept the response from the business.) The reason I am disappointed of this company is the invoices show subtotal different price and I was quote 344.00 one invoice 329.40 the other invoice 309.00. I will attach here. When I was presented the price I was expected to see the 344.00. This have nothing to do with the tech. The invoice been send as soon you paid on my email. Also when I call ****** answer I ask how much is the labor *** said depend the job, this not true they charge 155.00 for labor, manager see to understand over the phone but *** send me a invoice 309.00 instead the 344.00. When this happen you lose the trust it mean they can change prices depend the person I guest. I am glad the I have the discount but didn't show the original price for me to see the discount doesn't feel a discount price change. Maybe in the future company can fix mistakes. Business Response /* (4000, 9, 2022/12/07) */ It was a pleasure speaking with you on November 29th over the phone. As discussed there was a glitch in the system which caused the original receipt amount to show less than the correct total. You and I went item by item and found that the original correct total was $344 as the technician originally stated, which was then discounted to $295. Veteran Garage Door spoke with our IT and found why the error occurred in its calculation and have since rectified the situation. Additionally, I sent you a detailed email of each item showing from the system and what the actual amounts came to. We do understand your original confusion but it was my understanding that everything had been resolved since our last discussion. Furthermore, we sent the technician back on December 6th to make the small adjustment you requested and did not hear anything additional after we followed up to make sure you were satisfied. Attached is a copy of the receipt for review. I have also sent it to your personal email. If I can be of further assistance please let me know. At this time Veteran Garage Door feels this matter is resolved and looks forward to working with ************ in the future.

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