ComplaintsforAction Door Services Ltd.

• Initial Complaint

  26/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi,We had a 'Steelcraft' garage door installed by this company in 20**. Since 2021, we have been pursuing a replacement door warranty claim for defects to said door. Soon after installation, the door began to accumulate moisture, causing unsightly staining and discoloration. Despite varied and generally poor communication, Action Door has acknowledged our warranty claim (claim # ***, as per attached email), in email and verbally. If needed, I can provide a ** email thread documenting correspondence, with respect to this claim. After a lengthy process of ignored emails and other excuses, I was assured by Action ************ Manager, **** *********, in 202*, that he had ordered my replacement door from the manufacturer (**********). **** ********* explained that this process would be delayed, due to covid supply chain issues, which I understood to be happening in many industries. Consequently, I was willing to be patient until the supply chain issues resolved. Two years have elapsed though and I began to suspect that any covid supply issues, should have resolved. They have in fact resolved, as confirmed by Action Doors' sales department, who says that the turn around time for this garage door model, is approximately *** weeks. Despite the availability of this door, nobody has reached out to me to provide an update. My latest email attempts for updates have been completely ignored. Further calls to Action Door have been met with varying excuses that go in circles, like much of our previous correspondence. For example: "we're a small family business", yet, "you need to deal with this or that department" to so and so's "voicemail" isn't working this week. Action Door has acknowledged this warranty claim and ensured me that my replacement door was ordered. I have been more than patient in waiting for the supply chain to resolve. Action Door confirms that these doors are available on short order, but I'm now being completely ignored. Thank you for your help!

  Customer response

  24/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Can you please close this complaint. Action ********* had our new garage door installed this afternoon. We're very pleased with it. Thank you so much for your help with this matter.
  Sincerely,
  
  ****** *********

• Initial Complaint

  29/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our garage door kept opening every time we tried to close it for about a week. So my partner called Action Door on September *, 202*. They said in order to book an appointment for technician to come and look, they need our credit card info on file. So I called them but said at the beginning of our conversation I am not happy that they are asking for CC info up front. I was told that without CC info they cannot arrange for the technician to come. Our call ended that technician will call me before he comes. At *:00 our door bel rang. I was not at home and my partner opened the door, which he usually does not do and it was the technician.He spent less than 20 mins and all he did was reset the door cable. After a week I noticed a charge on my Credit card of over $***. My partner called to ask why is charge so high as standard charge for garage door service call in ******* is $*** - $***. No answer. I called 2 days later and asked for bill because technician did not provide any paperwork when he left and I don't approve the charge. After several days of calls to Action Door, they finally called my partner and said they will "try to" give some refund back but this job was rated as an emergency call and technician needed some replacement parts etc. I confirm It was not an emergency call and all technician did was tightened few screws holding wheels with cables. He did not replace anything, did not put any new parts in. On September **, 2023 I go small refund back but still no bill. Since then there are no answers to our daily calls. We left messages, gave them email address to send bill to as I still did not agree with almost $*** charge for the work. That would make labour charge $*** per hour! Without proper bill for service which was unannounced I consider the charge on my credit card unauthorized and I have advised of such Action Door. They said they will get back to me but 14 days later and after many follow up calls, they are silent.

  

  Business response

  24/10/2023

  Hi ********, we sorry to hear your displeasure with our Service. With regards to obtaining the Credit Card info, that is Company Policy before we can write up any Service Order. The original charge was for After Hours rates which our Technicians apply when after the working hours of 8-5. Not knowing the service was called in during the day and we did not relay the message to ************** is our mistake and we apologize for the miscommunication. Our priority was to get yours, and others, door fixed in a timely manner. Further to the incorrect charge we did credit your amount twice to reflect our Standard Rate of $****** plus GST which as per your research is cheaper than the standard.

  In the end, we are proud we got your service needs met the same day, however we do apologize for the time frame of two weeks it took to get your credits put through.

  Please feel free to reach out if you have any further concerns.

  *****

  Customer response

  24/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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