ComplaintsforNeighborhood Garage Door Service, Inc.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job was not completed. They kept me waiting for the technician to come back to complete. Then called just before arrival time to inform me they would charge another service charge of over $160.00. Job was not completed the first time. ($551.54) He was at my home less than 1 hour. Over charged for job the first time.

  Business response

  06/03/2024

  The customer called in on 05/23/2024 to stated that the plate on the wall was coming off. The customer spoke to our senior technician in the office and admitted that he did not tell the tech that piece was coming off or our tech would have fixed it for him while he was there. The customer was charged for the ********************** provided which was replacing the spring. We told the customer we can come back out and fix that plate but would need to pay for that service. The customer declined. If this part was mentioned at the time of service the customer would have been charged for that as well. We attempted to assist the customer and they refused and went elsewhere. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used this company a few times. Thought everything was fine but they kept finding things that needed expensive repairs every time we called them out! Even though a couple of the things were questionably their mistakes from prior services. This time the track would move a little and then stop so the door was not opening. He said it could be the circuit board or the eyes but neither are covered under warranty so we could spend almost the same amount to order new eyes and/or a circuit board to fix it or just install a new opener. We opted for the new opener. And low and behold the eyes didnt work on that one either once it was installed. He said the wires may have poss been chewed through in the attic somewhere so he had to run all new wiring to the new opener! So my question is if it was that easy to run new wirewhy didnt he just check that in the first place?! Nothing would have needed to be ordered at all and we could have spent a lot less than almost $600! When I asked him about this he then said it wasnt just the eyes bc the motor didnt work on the old one either which is not true bc it did work some and then would stop. And if the motor wasnt working, that IS covered under warranty so your stories arent lining up!! During a phone call with ******, she stated part of the diagnostic was a motor replacement?? So againwhy did we have to pay anything? That should have been covered right?! This is the second time weve had an issue with this company and gotten no response! The first issue was a loud popping noise just a couple months before. After charging $458 for routine maintenance on the springs, the noise was still there. Called and sent a video but never got a response. My husband was even yelled at by ****** one of the many times when he called asking to speak to a manager. We've been told they were reviewing both issues but still havent heard back! Its now been a month with the new opener that wasnt needed! And were out $1000!!

  Business response

  06/17/2024

  Attached are the supporting documents to the response of this complaint. 

  Customer response

  06/17/2024

  I am rejecting this response because:   
  

  there is still no explanation as to why the wiring just wasnt redone for the eyes since THAT was the problem! Not the motor. This should have been checked first before dismantling and installing a new opener that wasnt even needed! And then charging us to haul away the old one without telling the customer theres a charge for that! 

  Business response

  06/18/2024

  There were no issues with the safety sensors when the technician was there. The haul off fee is across the board for all customers. Not every county/city hauls away mechanical parts on trash day. 

  Customer response

  06/19/2024

  I am rejecting this response because: There
  WAS an issue with the sensors bc after he installed the new garage door opener, it still did not work so he had to re-wire the eyes for the new one so this was poss the problem all along but was not checked initially which would have saved us a lot of money! We inquired about this right after the work was done and was told a supv would be in touch but we never heard from anyone.
  And the kind thing to do is to let your customers know that they have the option to discard of the materials themselves to avoid a charge but that did not get communicated either. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I originally called: Neighboorhood Garage Door Services ************ (******************************************************************)They sent a serviceman who was actually a salesman to my door at 17:00 on 13 January ****. He looked at the door and said it couldnt be repaired and proposed to replace both garage doors when he could get parts the nest week. He had me sign the proposal on an ipad but claimed that he could not keep a signal, so he would need to send the contract by email. He said that he represented FOX OVERHEAD GARAGE DOORS LLC ( **************************************************************** ******************************************************* ) and collected a $400 deposit. The contract arrived 2 hours later, well after business hours and there were several problems with it. The salesman had stated at 10 year warranty and the contract incorrectly gave NO warranty The name on the contract was wrong. I called to rescind the contract immediately, but the office was closed. I called again the next business day and rescinded the contract at about 9 AM. The representative accepted the cancellation, and I cancelled the check. Then, on 3 February, I received a debt collection notice for $400.. There is no debt. No work was performed and the contract was invalid. Suspiciously, at the same time, my bank notified me that my email address had just been detected on the dark web. I strongly suspect that there is a connection.

  Business response

  02/20/2024

  When a customer does a stop payment on their check it gets reported to tele checks. The customer does not owe us anything. We unfortunately cannot talk to the collection agency until they reach out to us to see if the customer owes the balance. Once they do we notify them to let them know that they do not owe and to remove them from their list and their credit report.  

  Customer response

  02/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Saturday February 3, 2024- garage door spring broke as soon as I pulled into my garage about noon. I was scammed and feel violated because I am a woman and a senior citizen and was in a dire need of help. I called my regular garage door company, and they were not open on Saturday. They have always been very fair and good to me. I have used them several times.I had coupons I had kept from Value *** that I receive in the mail for Neighborhood Garage Door Services. Called ************, spoke to *****. He was able to have someone come out and get to my house that day between 1 and 4. I received a call around 2:30 from the call center letting me know that the technician was on his way and would arrive in about 30 minutes.He arrived at 3. He did not introduce himself. Appeared he did not understand my English. His English was a little hard to understand. I showed him what was broken. He opened the door manually for me to get my car out of the garage. He did an estimate on his phone and quoted me 1st $1300.00. I said that cant be right, that is too high. I have had this done before and did not cost this much. I told him I was a senior citizen. He looked at my coupon, took off some money and brought it down to $1000.00 I then called back the phone number and spoke to ******. Explained the situation. He looked at the estimate on his end and said that I was being charged for 4 springs instead of the 2 that I needed. He then got the price down to $790.00. I said okay and did emphasized that the price was still high and that I didnt understand why. I was in a situation where I needed it repaired and my car was trapped in my garage on a Saturday. I asked the technician how long this would take. He said an hour to an hour and a half. I looked at the clock and it was about 3:15. I grabbed a chair, sat in the garage, and watched him. He was done by 3:45. We did not talk, I watched him while he worked. When he was done, he did the bill on his phone, had me initial and sign. I input my email address so that he could send me a copy of the statement. He told me in 2- 5 minutes I will receive the email. He said it will come. I never received it.Not sure why but he did ask me if I was a nurse. I said no, He said I looked like one. He asked me what I did. I told him I work with the pharmacy law. He asked if I was an attorney. His English was better than when he first got there.That night I started thinking about this cannot be right. I googled online about the company and found nothing but negative reviews. They have a 2.0 stars. They were called scammers. People were warning us to stay away from them. Took advantage of people. I looked on the BBB website and they did not approve of this company. So, I wrote a review with the BBB.Monday, February 5, 2024. I was advised by family members I had talked to on Sunday to call my bank first thing in the morning and stopped payment on my check. I called and did that, and the call was recorded by my bank. I next called and talked to my regular garage door company, I spoke to the owner, and they told me that was very high, explained to me that it should only be between $200 and $300. I next called the BBB and spoke to JP, he took my complaint and said he will turn it over to the investigation department. He gave me the phone number of MO Attorney General in case I need to file a complaint with them. **************. He said to ask for the Consumer protections ***** I then called Neighborhood Garage door service company around 8:30 and explained I had a complaint and wanted to speak to the owner, they transferred me to client services. I spoke to ****. I first told him I did not receive the email as promised. He said check your junk mail. I said I did. He said I sent it, check it again. I then for the 1st time received the email with the statement. I explained in detail what happened and all that I had done that morning and would like to offer to pay them $300 for the job. He became very rude, told me he will turn me over to the collections agency. I asked him to lets negotiate this and he hung up on me. I called back thinking I would get another representative and he said. ***** I am the only one you can talk to and I am turning you over to collections hung up again.I became very upset as not only was I scammed but now threatened to take me to collections. I have never had this done to me in my life. I called and left a message for an attorney friend to see what if anything I could do. I am still waiting to hear back.I sent an email to ********************* at Problem solvers at WDAF4 to see if she can help me. She is aware of my situation and is looking into them.I then looked at the statement again and noticed a different phone number and finally an address for the company. I called the number on the statement, ************ and asked for the owner. I was told he was not in. I asked who I could speak to and she said I can help you. I asked her name. She reluctantly said her name was ****** and said she is the supervisor. I went through the entire story with her, she was nice and listened. I gave her all of the above details. She said the technician, ****** did not charge me any labor, only parts. I explained that parts for what I had done run around $100.00 from the information I received. She explained that they use a 3rd party vendor and their prices went up .I asked $1000.00 in parts according to the bill? She said yes, they are expensive. She then told me they use another 3rd party vendor for collections, TRS. She said they have no control over this. If the check is not good, they turn me over. She said I will get a letter and interest will be added. I asked her if we could negotiate and settle on $300 and if she would stop from turning me over to collection. She said she will talk to the technician and will call me back. That was at 2:30 on the 5th and to date no call back from the company as promised.On February 6th I called the *************************** as instructed by the BBB. They directed me to their website and where to file a consumer protection complaint. I did that on the 6th. I was advised since there was nothing legally I could do, to revoke my check and call the company, tell them to rerun the check through. I called and spoke to **** again, this time he was nice. He ran the my check through and he shows me paid. This is a horrible company who took advantage of me and the situation I was in. They overcharged me $500.00.

  Business response

  02/09/2024

  Customer called the office back and stated that she was cancelling the stop payment on her check and apologized.

  Customer response

  02/09/2024

  I have left 4 messages for the ****** at the company to call me so we can square this up. To date she has not.  Yes, I did revoke the stop payment so the they could get paid. I did not want them sending me to collections.  I called and spoke to **** at the company this morning and he told me ****** took it off of sending me to collections. He said they will not do that.  I explained that they can run the check through again because the bank does not show it cashed. **** said he did not know how to do that. He would leave a message for ****** to call me.  **** said on his end, the account shows' paid. He said they have insurance. I asked what that meant. He could not explain.  I still have not heard from ****** or know what the outcome is.  I would like something in writing letting me know I am not going to collections and explain what the insurance is.  

  Customer response

  02/09/2024

  I just called the office again and spoke to ****.  He said my account is paid on their end and that I do not owe anything.  He told me not to worry. I asked him if he would send me an email so I would have that in writing.  

  Customer response

  02/09/2024

  I am rejecting this response because:   I just called the office again and spoke to ****.  He said my account is paid on their end and that I do not owe anything.  He told me not to worry. I asked him if he would send me an email so I would have that in writing. 
  

  Customer response

  02/16/2024

  I wanted to add additional information.  To date today (02/16/2024) - I have not heard back from the company. I asked for them to email what they said to me over the phone a week ago (02/09/2024) which was they said they will not turn me over to collections and they said due to insurance, my bill is paid, even though the check never went through my checking account.  They said my account is paid.

  I had my regular garage door company come out today, 02/16/2024,  to check the door so I could have piece of mind. The door was wobbling when opening and closing. They found that the bolts were loose. They did an inspection and fixed the problems.  

  Customer response

  02/28/2024

  Yes, I want to proceed with the complaint.  I will attach the Word document where I am documenting everything up to date.  I also have had to have a reputable company come out and fix the problem they never did right.  I will attach their bill which I was happy to pay.   Neighborhood Garage Door Services is a scam and liars.  They turned me over to collections; I received a letter in the mail this week and have filed a dispute.   

  I am praying this gets resolved so it does not hurt my credit report.

  Please advise,  thank you

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

  (H) ************

  (M) ************

  Business response

  02/29/2024

  The customer called in on 02/06/2023 that she had lifted the stop payment and that the check would process. The customer was emailed a paid invoice. The customer did not express any other issue when advising of paying for the service.

  Customer response

  03/07/2024

  I am rejecting this response because I DO NOT understand this statement from the company.  What does this mean.  They turned me over to collections and I am disputing it.  Please advise what this means

  Business response

  03/08/2024

  We have already spoken to the customer. She contacted us after her dispute to state that she removed the stop payment on her check. Once TRS reaches out to us in regards to the balance we will advise them that the account has been resolved.

  Customer response

  03/08/2024

  I have reviewed the business response and accept this resolution.  Thank you for your help.  So happy to hear they will let collections know my bill is resolved.  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My garage was stuck open on 1/4/2024. I tried to get it fixed before my mother came home. When she came home, it was stuck from opening all the way still. I told her that I paid $625 to fix it and she told me that that was too expensive, and the garage was still not working properly. She tried to contact them and get a justification and breakdown for why I was charged so much. They sent the receipt only. She paid another company $240 to fix it on 1/20/2024 because we still couldn't open it all the way all this time. The company charged me a very large fee because I didn't know. I am 18 years old, and they took advantage of me. The company must outsource because the man (**************) said he was with Express Garage. Initially, he said $125 to check it, then $625 to fix it. He was in the garage about 30 minutes with some other men. He asked me to wait inside.

  Business response

  02/09/2024

  Hello,

   

  I attempted to find the account with the information provided and was unable to. If they could provide more information in regards to the account so we may be able to assist the customer.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My experience with Neighborhood Garage Door Service has unfortunately taken a disappointing turn. On 12/14/23, the cable on our garage door broke, leaving it stuck partially open. This was not the first time I utilized their services. Back on 11/8/21, they effectively repaired a broken spring and cable on the same door, a service I was initially satisfied with, particularly due to the warranty that accompanied the repair.This warranty, as I understood, was to cover any parts that were previously repaired. With this in mind, I contacted them again for the recent issue, fully expecting to bear the costs of labor. However, the situation unfolded quite differently.Upon arrival, the technician hastily concluded that the damage was due to an external impact, a claim I assert is incorrect. Based on this assumption, the warranty was dismissed, and the repair costs tallied to a surprising total of $962.38 for parts and an additional $1,160.99 for labor a job that took just over an hour.My attempts to resolve this through customer ********************** were met with a rigid stance, favoring the technician's judgment over my perspective as a returning customer. This disregard for customer experience and warranty terms is disheartening.I am requesting a reconsideration of this matter, particularly to honor the warranty for the parts. I am willing to fulfill my part of the agreement by covering the labor costs. However, the current situation leaves me feeling exploited and deeply dissatisfied with the service provided by the company.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My garage door stopped opening. The service person came and counted the beeps it made when you hit the open button. He said the problem is the capacitor, it is a common problem with these models. He smacked the opener in the lower right-hand corner and it started working. He then said If this happens again, call us up and we'll replace the circuit board. It is all under warranty so there will be no charge.It happened again so I made another appt. After waiting two hours, I called and they said they were on their way. I waited another hour and then called again. THIS person said that they didn't have the part in stock. I asked to talk to someone about wasting 3 hours waiting when they knew they weren't coming. Customer ********************** said they would drop the service call from $89 to $39 as a way of apologizing and, a few weeks later, the part came in and we rescheduled. They were supposed to arrive as early as 1:00 but they were running early and said they would be there by 12:15. I wasn't going to make it home by then so I gave them the garage code. When they arrived, my wife (knowing nothing about this) was running late but let them in. Before she left, the service person made her give them her **** and charged her $285.56 before anything was done. When I arrived later, they were just leaving. I asked if they were going to bill me and he said my wife took care of it. I said, "She paid $39?" He said yes and drove off. When I saw the ACTUAL invoice, I called to dispute it. The customer ********************** rep said the $39 was for just going out there and, if they did anything, it would be applied to the final bill. They knew EXACTLY what they were going to do so adjusting the basic cost of the service call was meaningless. This was when, for the first time, they said that labor is not part of the lifetime warranty. Up to this point, I had been assured that I was fully covered and that $39 would be the total bill.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 8/30/2023, I contracted said company to repair my garage door. They repaired the garage door and charged me $414.78 which I paid them by check, their invoice #********* dated 8/30/2023.After they left, I realized that I had a 10 Year warranty from them dated 05/09/2017. I called them and after numerous calls, reached customer ********************** and they said the bill was correct and no warranty covered the repair. I subsequently called back trying to reach a manager or supervisor (at least three calls daily), leaving messages, with no response. I put a stop payment on my check. I have not received any call from them and I want to pay for the service but I believe the warranty should cover for the circuit board which was replaced per the 10 year warranty from 2017.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went into a contract with ******************************* of Neighborhood Garage Door, **** N I35 E **********, ** *****. The request was for two double wood garage doors in the darkest brown stain color. In all my conversations with him, I asked for a dark brown stain on my garage doors. I even said my new front door is dark brown. Well, I ended up with a maple stain color that looks very tacky with the colors already there. My roof is black, my house is white in this area, the trim around my garage doors is a dark brown stain. What more could I have said, other than the darkest brown stain color? So, I asked for a stain refund and he refused. ****** arrived without a brown color, the three colors were maple.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  1. On January 9, 2023 I contacted Neighborhood Garage Door, 5667 W. 74th, Indianapolis, IN XXXXX, XXX-XXX-XXXX, XXX-XXX-XXXX for a key pad problem on the outside of the garage. They couldn't give an estimate or solution for the problem. Employee Moro Oluwanike came out and said he could repair the problem. He went to the garage door opener motor and pushed a yellow button to reset the code. This worked and he said it was fixed. Which we tried a couple of times with no problem. I paid the repairman $136.71 with my discover card. After he left, 5 minutes later I tried the code and it did not work. Myself and wife tried the code several times with no avial. I immediately called the company and explained the situation. The same repairman returned, went to the garage door motor and did something. The keypad worked I tried and it worked once. The next day January 10th I went to use the keypad and it would not work. I called the same repairman and he said it was because I'm not hitting the numbers properly even after he watched me when he returned and it worked. My wife tried several times and it still would not work. He said if I would buy his gas he would return. I advised him that I'm calling my Discover Credit Card Co and his company. He became very irate and stated "go ahead and call both" and he hung up. I attempted 6 times to call the company and each time they said it was my fault and it was fixed. Each time I was disconnected. Four of the six representations were rude and said it was fixed and nothing could be done. On the 7th call I asked for a supervisor. Later that evening I received a return call from a female that said she was a supervisor and made numerous excuses for the problem of which she blamed me and my wife for the ongoing problem. We have never have had a problem entering our code on the key pad previously. However she could not explained the 38 bad reviews, 12 in the last year from the Better Business Bureau which she said the Better Business Bureau was a rachet. She refused to do anything further and repeated we weren't hitting the keys correctly. I advised her that I would file a complaint with the Better Business Bureau and my Credit Card Company. She responded "fine". After further checking on this company I discovered numerous similar complaints, some were worse than mine. I would advise any person with a garage door problem not to contact Neighborhood Garage Doors Service. They are a rip off. I then called Garage Door Doctor and explained the problem. They came out on January 13th. The repairman checked the garage door opener motor and all possible reasons why the door would not work. He also tried several times to enter the code on the key pad and it would not work. After a very thorough examination he found the key pad was bad. Of which the repairman from Neighborhood Garage Door said that he was 90% sure that the key pad wasn't bad, but would change it. He kept insisting it was my and my wife's fault. Even after talking with the supervisor she continued to back her employee diagnosis that the problem was me and my wife. After obtaining a new company Garage Door Doctor the problem was resolved and even at a lessor cost than Neighborhood Garage Doors. Neighborhood Garage Doors charged for a service with they did not provide or resolve. Again this company should not be in business, most of the employees are rude and inconsiderate.

*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. ↩