ComplaintsforOhio Garage Door Repair, Inc.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Ohio Garage Door for their misleading business practices and lack of fee disclosure and other questionable sales tactics, that I believe may be in violation of The Ohio Consumer Sales Practices Act (CSPA). We experienced issues with our garage door and began seeking professional assistance. My wife contacted Ohio Garage Door, after seeing their profile on ******, which advertised "Free estimates". Based on this information, we were under the impression that the evaluation of our garage door would be conducted free of charge. During the initial call, my wife provided a detailed explanation of our situation and was assured by the representative that a technician would be dispatched on 11/7/2023 to provide a quote. At no point during this conversation were we informed of any service fee. We relied on the information provided both by the representative and the ****** profile, which shows free estimates. To our dismay, upon the technician's arrival, we were informed that there would be a $45 service fee for the quote. This charge was neither mentioned during the scheduling phone call or reminder text, nor is it listed on their ****** business profile, which is misleading and directly influenced our decision to choose their services over competitors. Not only was the undisclosed fee a frustrating surprise, but it also raised concerns about the transparency and ethics of Ohio Garage Door's business practices. The technician was respectful and was doing his job, but we were quoted over $600 by him originally, and then when we declined, and then he offered the job at $350. It is our belief that Ohio Garage Door has engaged in deceptive practices by failing to disclose the service fee for estimates that they claim to offer for free and we believe that changing pricing to make a sale is very unethical. This experience has not only caused us unnecessary frustration but also made us trust local companies even more.

  Business response

  12/11/2023

  [BBB transcription via phone call]

   

  There is a $45 service call. Free estimates are over the phone only. This is notated on the website and communicated via phone call. The business also stated that they have tried to resolve this matter with the consumer directly however the consumer declined. 

  Customer response

  12/11/2023

   I am rejecting this response because:
  
  The info was not provided to us and ****** stated otherwise per my screenshots. This info was not on the website either day of the complaint. We triple checked prior to submitting. 
  

  Also for what it’s worth we checked ****** then called, no one said anything about a service fee during the call. 

  They did offer to wave it only after we told them we were going to file a complaint with the BBB stating “please don’t we’ll wave it, we can’t afford a negative review” 

   

   

   

   

*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. ↩