ComplaintsforGarage Door Depot - Edmonton

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Phoned business to get garage door installed, was quoted and accepted basic model for $320.00. June 13, when installer arrived They informed me they were out of that basic model and had instead installed the DELUXE model which would now cost me $698.36. Even though i had NOT AGREED to this I paid the full amount. less than three weeks later, the garage door stopped working. I phoned and July 5 they came out and i was charged an ADDITIONAL $157.50 even though i questioned why it wasn't under warranty. The door worked for six months but in January 2023 it stopped working again. I phoned and they told me it would be ADDITIONAL charges for a service call and would not answer my questions on why this wasn't under warranty. The door is unable to open with remote and i need to lift it up manually. i am almost 80 years old and feel that they are taking advantage of this and trying to get more money form me when this new garage door is under less than year old.

  

  Business response

  10/02/2023

  Customer had called in to the office about a new operator . At that time operators were anywhere from $495 installed to $895, she was given the price of the unit we had in stock and accepted the order. 

  We attended site on June 13 and installed a new operator and keypad for ****. Everything worked fine. 

  July 5/2022 **** called to say her remote and wall station were not working . We attended and found that her board would not go into program mode, tech told her that its usually caused by a power surge. **** said her power had gone out a few times as two or three transformers had been hit by a car in the neighborhood. Tech indicated this was likely what caused the board to short out. Though this is not covered by manufacturers warranty, we returned the next day with a new board and installed it. At that time **** also said she was missing her remote, tech provided a new one at no extra charge. As manufacturer only covers the cost of the part not the labour, **** was charged the labour portion at a discounted rate.  When tech left everything was working fine.

  July 22/2022 we returned as was station was intermittently working. Tech found a wire that appeared to be loose, tightened the screw and everything tested fine. 

  January 25/2023, **** called to say her remotes had stopped working. Tech attended and reprogrammed the remotes, everything worked fine. Typically when a board loses the programming for the remotes it is caused by a power surge. AS warranty does not cover this **** was told she would be invoiced, she agreed, signed the invoice and provided a credit card for payment.  
  

  January 26/2023, **** called to say the door would not close. Remotes etc., were working but door would not close. Reception indicated that we would bring a new board to site but we would need to install a surge protector so this did not keep happening, **** agreed. Tech attended and found the board would not recognize the close signal. New board was installed under warranty, however, surge protector was not available at that time so it was not installed. There were no charges for the labour or the board AND we did not charge her credit card for the previous call. 
  

  January 30/2023, **** called again to say the door was not closing again. At this time the owner talked to her and tried to explain that there was something causing a surge in her power supply that was shorting out the boards, possibly by the transformers being hit previously. He would try to get the manufacturer to warranty another board but did not think they would as this does not happen without some sort of power issue and each time we order a warranty board, we need to give the units serial number. He suggested a power surge protector be installed and then he would contact the manufacturer again to see about warranty on another board. If they agreed he would install it but he cannot keep sending a tech and board out without the cause being addressed. With boards being $149 and the labour at $160, it was $320 each time we replaced the board that we are not being reimbursed by the manufacturer. **** was not happy and said we had to help as she was 80 years old and could not keep lifting the door. While we understand and sympathize with her, we cannot keep incurring the expense to replace a board when the issue causing it is not addressed. We suggested having an electrician look at it but she said no. 

  January 10/2023, **** called to talk to the owner who was not available at the time. I called her back near the end of the day to discuss and **** indicated we would be receiving a *** complaint. The owner continued to talk to **** to try to find a resolution, suggesting again that she purchase a surge protector and we could then install a new board but she did not want to, indicating that she wanted it fixed but did not want to do anymore or pay anymore, just wanted *** to solve the issue. Indicated i would read her *** complaint and respond and that we wanted to fix her issue but we needed her to work with us. To keep coming to site and installing new boards, when we are now confident it will just short out again because the root problem is not being corrected will not help her or us. I believe she may call back to try to resolve the issue and we will continue to try to help her but we do need a surge protector installed before we can do anything. We have requested a new board from the manufacturer, with the understanding, that a surge protector will be installed to protect it. 

  Please call with any questions or cooncerns.

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