ComplaintsforApple Door Acquisition

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 18th, I purchased this merchant's top-of-the-line Garage Door opener unit (less the door). The installation went flawlessly and took less than a half an hour. The service member suggested I get a new door, and provided some references. Two days later I purchased a new door from a reputable supplier. That installation went well as well. Took an hour. Hence, the unit was working perfectly. Nothing wrong with either the door or the unit until March 16th, when the garage door unit stopped working. An apparent motherboard or electronics issue. Then, they took advantage of my wife, who is Chinese with limited English and forced her to pay $258.00+ for the service call. I refuse to pay for this. Especially when I specifically spoke with the gentlemen over the phone and told him to call me if there was ANY ISSUE, which he neglected to do, instead of taking advantage of my wife. I seek a total refund and apology from this merchant, or I will seek legal recourse for the blatant, almost criminal practice this merchant has shown.

  Customer response

  03/22/2024

  Hello,

   

  Noted receipt and explanation of the merchants reasoning for the charge.

   

  Again, there is deflection and intentional misrepresentation of the facts.

   

  I am attaching the Door Suppliers analysis and response to this merchants explanation.

   

   

  Next, a few important facts that the merchant has apparently chosen not to corroborate.

  These being:

   

  1. The door was only buckling, and it was the merchant who referred me to other

  Door suppliers to have it replaced. I consulted with three suppliers, including the

  The door supplier they recommended, and in the end, I chose the same basic door at

  a significant $500 price differential.

   

  2. The unit installed is brand new, just now reaching a full months use. I
  3. Was told by the person who replied to this complaint that there would be ZERO.

  Charges because it was apparent (based on the error code I sent them from the

  Panel) that this was a motherboard or electronics issue.

   

  4. On the day of the service call, I was out on errands and spoke to the service.

  Technician by phone and explicitly told him that if any issues arose to call

  Me back immediately and he complied to do so but failed.

   

  5. The Door installers explanation is much more plausible than the explanation.

  Given from the merchant.  In essence, what they have done is charge me.

   

  Nearly $300 for lubricating the door??  

   

  6. I call on the merchant to reimburse me the funds they unscrupulously took

  from me by manipulating my non-English-speaking spouse. Failure to do so

  Will compel me to seek a more severe legal remedy by civil suit, which I am

  More than capable of sustaining, even long term, to RIGHT an

  Unjust business practice so that others are spared of this fraudulent activity.

   

  
  Regards,

   

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

   

  

  Business response

  03/27/2024

  Good morning,
  
  We installed a motor for ************ on 2/28/24.  ********* was in good working order when ************** left.  The top section of the customers door was bowed so we recommended that the homeowner replace the door and we provided him a quote the same day.
  
  On 3/19/24, ************ called us again because his door would not close.  It was indicated to the customer when he called in that we would determine warranty on site.  Once ************** arrived on site on 3/20/24, he determined that the issue was not the motor that we installed but rather the customer had another company replace their door and there were significant issues with the way the door was installed.  The door had not been lubricated upon install so it was binding, ************** had to adjust the tracks because they were not installed properly, and he had to add 1.25 winds to the spring because it did not have enough tension.  Because of the issues with the door, it was causing the motor to be in error although there were no issues with the motor itself and therefore the repairs were not covered under warranty.  ************** explained the issues above to ************* who was on site at the time of service.
  
  Additionally,the photo eyes that we installed were removed and reinstalled by the other company.  When they reinstalled them, they mounted them with a 2 height difference which can also cause issues since they should be aligned.  Per Apple Doors Labor and Service Warranty, we reserve the right to decline responsibility for warranty repairs in the event that any repair, addition, or modification has been made or attempted by others.
  
  For your consideration, Ive included a copy of the workorder from the motor install, a copy of the workorder from the 3/20/24 service call where we made corrections to the door install, a section of the operation manual from LiftMaster where it indicates that the door will not close if the sensors have not been installed correctly, and a copy of our warranty indicating that we decline responsibility for warranty repairs in the event that any repair, addition, or modification has been made or attempted by others.  We also have the phone call between ************ and our customer service manager where ************ notes that another company installed the door if needed.
  
  Given the information above, we stand by the charges and dispute the complaint made against us.  Please let me know if I can provide any other documentation or clarification on the issue.
  
  Thank you,
  
  
  *********************
  General Manager
  Apple Door Systems
  PO Box ***** ****************** ** 23236
  P ************** | F **************

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Additionally, NO MANUALS or explanations were given to me on the day of installation, other than a verbal commentary by the technician that I should not have any problems with the unit because it was brand new and top of the line and under FULL WARRANTY.    That was it.  ************ is simply misrepresenting the truth.  I state again.  The door was properly installed by a reputable firm.   The unit was working fine until it stopped working for no reason.  And finally, once again, I spoke to the technician and emphatically stated he call me if there were ANY ISSUES.  Instead he grifted my spouse for money.  Plain and simple.   
  
  
  Regards,
  
  *********************
  
  
  
  
  

*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. ↩