ComplaintsforNorth Shore Garage Doors, LLC

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new garage door from Woodfield Door (they have multiple business names) while not the cheapest price, they kept mentioning their 10 year warranty, signed the contract on 11/15/21 and it was installed by ***** 11/19/21 for $2,195. Mid January 2022 we noticed a gap between a couple garage door panels (front of door only), we contacted them and on 1/25/22 Miles came out tried to adjust the door panels (it would not close up) and took pictures of the door and after that we received no response. Between that time and 7/11/22 we were dealing with some family issues but we called multiple times (not documented) with no call backs. Called on 7/11/22, a tech was sent out on 7/12/22 (*******) to review the door, he tried to adjust the panels like ***** did with no luck, said he was not sure what to do with it, took pictures and reported back to the office. I followed up on 7/14/22 and was told by **** that was not under warranty and I would need to speak with **** (********) the owner and he would have him call us when he returned from vacation on 7/19/22. I called on 7/22/22 following up since I did not get a call, **** said he would have Will call me. Then calls on 7/26, 7/28, 7/29 with person answering phone for **** (was on vacation) asking for Will to call me. Sent email to ********************************************************* asking for resolution. Called on 8/1/22 **** said he would have Will call me, left a VM on 8/2/22 Woodfield Garage door phone number no call back.

  

  Business response

  08/25/2022

  We have sent out multiple technicians on multiple occasions in order to appease the situation. The alleged gap is so small that neither the technician who installed the door, while installing, nor the customer for several months, were able to notice anything. By that point even if we wanted to make a warranty claim with the manufacturer for defect upon arrival, it was obviously well out of range of the 7-day period from installation. The door remains functioning perfectly and despite this, we made an exception to even cover the entire labor charge for free if he really wanted to replace a panel if he would pay for the panel itself (the exact amount we pay including our industry discount, straight off of the income which we forwarded to him see he could see there was no markup).

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Call the company on 4/4/2022 for service on my garage door. They sent someone out the same day, the tech got to my home address around 4pm. The tech was having issues with door, its an older style and set up. He call a Sr. **** at least 5-6 times for help. The tech was getting more frustrated; either by the Sr. **** not helping or by the fact he was over his head or the fact he kept getting personal calls -- either way he wasn't fully focus. He started throwing tools and parts all over garage. After about 2 and half hours and one last the try on fixing the door, the tech broke the window inside the garage door. Once the window was broken, the **** literally walked off the job. I ended up cleaning up all of the glass my self and I have a garage with parts and **** tools all over the place. Call the company after the **** left -- Left a Voice Mail message; No call back. Call the company this morning on 4/5/2022, Spoke to a ****; She had no idea what was going on... And tthe earliest anyone could help is Thursday (4/7/2022). **** would not let me speak to a Manager or Owner on the matter. I still don't have answers as to what is going on...

  

  Business response

  05/04/2022

  We have been in constant contact with this customer and have fixed the original issue and have not charged them. We are taking care of the window issue. The customer has repeatedly commended our responsiveness

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had two garage door springs replaced on December 22, 2021. The cost was $650 and we paid the technician with a check. An invoice was sent to my wife several days later, and it showed a total cost of $600. We contacted the business about the overpayment, and they confirmed the error and let us know that a reimbursement would be forthcoming in the next few days. It is now over two months later, and about **** calls have been made by us. These have met with variations of "Let me check with the manager," "The owner needs to approve this," and "I'll take care of it." All we are asking is for the $50 reimbursement that the company previously confirmed, and as is shown on the attached invoice. As an aside, the company seems to also go by "Fix My Garage" as you will see on the invoice. Calling that number, or the one associated with "North Shore Garage Doors" *************) connects us with the same people. ****, the office manager, has typically been the individual with whom we have spoken. I also left messages for the owner, Will ********. However, we have yet to receive a response from him.

  

  Business response

  03/02/2022

  We have responded by mailing back the $50.00 via a money Order since we dont use checks- we tried sending a Zelle but the customer doesnt have Zelle. A copy of the money order was texted to the customer. We just didnt respond fast enough- and for that we apologize. Its has been mailed and taken care of. 

  Customer response

  03/03/2022

   
  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,
  
  ***********************

*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. ↩