ComplaintsforFive Star Garage Doors

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted 5 Stars Garage Doors, via the Thumbtack app, on July 9th, 2023, for requesting a quote on a garage door at our home. On the 9th, they came out (an onsite supervisor named Chris), to offer the estimate, which they did via the app on the the same day. I paid via check, a deposit of $555.00 as a dopest on the door, with the remainder due at completion of install. Chris explained that the door is coming from Orange County, CA, and would arrive between 1-3 weeks from that day (7/9). On 7/10, the office called me back to explain that they had the door already and would be out late that same day to install the door. Several hours later, I called back to inquire about the door, and they said I man came to our house for install, measured the opening, and said they door he had on his truck, would not fit the opening, and left. I asked Chris about this as he said the man knocked on our front or side door, but never heard anyone approach the house, see a truck, nor a person knock on our front door, or use our doorbell. I contacted Chris, he stated that he ended up having a door was in their warehouse that he thought would fit, but upon inspection, found it did not fit, and would have to end up ordering a door after all, with 1-3 week wait time for delivery. 8am, 7/21, I text from the office stating door ad arrived with install 7/22. An hour later: received call from the secretary, apologizing her her error, stating they door was not actually here yet, and wouldn't arrive until 7/31. I then called the supervisor, Chris, at about 9:45am, and left a voicemail, stating I changed my mind and want my money back (refund), and to cancel they door project, as something seems wrong or fishy with this transaction. I also called the number on the business card (602-625-5004) and left them the same message, requesting a call back from Chris or their supervisor. as of the writing of this complaint, I have not heard back from Chris.

  Business response

  07/21/2023

  We contacted the homeowner in Arizona, made him aware that the BBB complaint was made to the wrong Five Star Garage Doors, we are located in Cleveland Ohio. The homeowner told us the complaint is supposed to be made to a five *stars* garage door in Arizona, as the customer is located in Arizona we have nothing to do with this transaction.Thank you. 

  Customer response

  07/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******
  
  
  

*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. ↩