ComplaintsforA1 Affordable Garage Door Services

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The garage door opener was installed on 4/8/2024. Please don't use this company. The opener system I purchased required two trips to install, and they only told me the final cost of the replacement rollers after they were installed. They knew I was installing a wall mount vs. a ceiling mount, refused to run a line, and left the garage opening button at the rear of the garage. They overcharged me for the new rollers. ******, and you can buy the same rollers on Amazon for *****. They only told me the cost of the rollers after the installation. The installers did not install the light fixture, which caused the MY Q app to malfunction. One would hope that you will do the same when you hire a professional company. I am going to tell everyone I know not to use this company.

  Business response

  04/18/2024

  Thank you for taking the time to read our response to the complain issues by *********************. We are attaching a technician statement along with office staff statements of the phone conversations the customer has with our off staff regarding the referred service. We also have voice recordings of those conversations. If those can to be submitted also, please let us know. The customer stated in his initial phone conversation that he would have an electrician friend do the wiring for the opener. He insisted that the technicians poke a hole in the ceiling to try to run a wire. Unfortunately, the customer could not see the hole from the attic. The customer told the technicians that he did not want the required light fixture hung due to the golf simulator being installed. Our technicians stated the customer was notified of the initial cost for the rollers. The customer stated, in the second phone conversation with the office staff, that the same rollers are $10 each on amazon. The technicians installed 10 rollers that are 11 Ball Bearing Neoprene rollers with a 5-year warranty. The neoprene rollers are not offered for sale on amazon. The customer could not look up the price for them. Please take into consideration all the facts that are presented in response to this complaint.

  Business response

  04/18/2024

  Thank you for taking the time to read this message. We have attached statements to the response to the customer complain.  We also have audio files with the recordings of the telephone conversations our office staff had with the customer. Please let us know if there is a way we can submit those also.

  Customer response

  04/18/2024

  I am rejecting this response because the installers should have explained the rollers' prices before the installation. This company needs to train its staff in proper protocols for working with its customers.  No one person likes surprises.  ******* has this roller with a lifetime warranty for 26.99.  Why did the installer not tell me the cost when he offered the service? I hired his company based on their reviews.  It is now an obvious mistake because it is only about money and not treating customers with respect.  I will keep posting all over social media, and telling everyone one I know never to use this company unless I receive a refund of 150.00.  I do not feel that I am being unreasonable.  I have been in the service industry for years settling these types of complaints when employees failed to do the job and inform it customer's.   This is on the owner or manager for not training its staff. 

  Business response

  04/18/2024

  Thank you for taking the time to read this message. We have attached statements to the response to the customer complain.  We also have audio files with the recordings of the telephone conversations our office staff had with the customer. Please let us know if there is a way we can submit those also.

  Customer response

  04/20/2024

  I am rejecting this response because:   The dispute is for ****** and not 1,600.00  I am also requesting the second remote they promised in the documented in this case file.  I was only given one remote.

  Business response

  04/22/2024

  Good Afternoon,

  I am sending 2 additional documents for  your consideration. They are the customer invoices for the service the customer consented to. The Customer Invoice with the  initial installation and charges is signed by the customer, consenting to the charges the customer was responsible for. We also have audio files f the customer phone conversations with our office staff. 

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