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Complaint Details
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Initial Complaint
10/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
The repairman suggested me order a lift master garage door opener on Amazon but it was the incorrect product as it did not have a rail and it was non returnable! He looked over my shoulder at the computer screen and said it was the correct opener. When it arrived he could not use it and we had to order the correct one which means we are our $246 and have a garage door opener we cannot use or sell. I contacted the company and owner and they will not compensate us at all and said it was my fault that I ordered the wrong opener! This is not true as I did not know based on the repairman telling me it was the correct one that the rail was not included
Business response
10/10/2023
On 8/17/2023 you had us come to your property to assist you with your garage door opener. It was determined that your garage door opener needed to be replaced. We presented you with options for our professional line Liftmaster units that we could have installed that day. You made the decision as a consumer to save money and order your own unit online from a third party.
On 8/23/2023 you called us and scheduled for us to return to install the unit you ordered online.
On 8/24/2032 we returned to install the third party unit and found that it was ordered without the opener rail.
We then returned the next day 8/25/2023 and installed a different third party unit for you.
Nearly a month and a half later on 10/9/2023 you contacted us again regarding the first unit that was ordered. Our manager stated again that we can't be held responsible. After ending the call ************************* called back threatening to slander us with Better Business as well as ****** if we did not reimburse or buy the unit that you ordered without a return policy.
In discussing the matter further Mrs. ********* wasn't aware that it was indeed the correct product which was ordered without a rail. When asked why she would purchase a unit that cannot be returned she stated that it did not state that on the product page and that you had to navigate to the next page in order to see this information. After pointing out that if the product were able to be returned that this would be a non-issue, she then said she would settle for half the amount, $120.00.
We cannot be held accountable for a consumer purchasing an incomplete package form another company that is not able to be returned.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.