Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We were required to use this company for our home warranty. The tech came out the first day, looked at the garage door, collected payment and left without telling me anything. A week went by, and they never followed up. I called them four times and left messages every time and never received a call back. Finally, someone answered, and they scheduled my appointment two weeks in advance and said there was only appointment prior and gave me a window of 10-4. I got a call at 345 the day of saying there was a 0% chance they would make it to us that day. I was then told the next available appointment was over two weeks out. It should not be a month-long process with poor communication to get a garage door fixed.
Business response
08/07/2024
Good Afternoon Caleb.
In response to the complaint regarding a motor replacement through your warranty company:
Unfortunately, processing repairs through a warranty company is not as easy as a direct repair conducted by us. The extensive process includes us having to assess the repair, collect the deductible, file the diagnosis with the warranty company via email, process the diagnosis with the approving party and await their response. Once their response is provided (claim approval assumed) we are instructed to install specific parts and materials, predetermined in our agreememt with the warranty company. Also, these warranty repairs have to be performed by specific people authorized by said warranty company, and not by any member of our team.
In conclusion, because of all the "red ttape" involved, this process can, and often does take multiple weeks to complete.
I am truly sorry that you a dissatisfied with the results. We will contact your warranty comapny and inform them that you do not wish to continue to utilize our services, and they will be able to assign another service company to you.
We will obviously be refunding your $100 dollar deductible as well.
Again, please accept my personal apology and I wish I would have more control over how this system functions.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.