ComplaintsforWelborn Garage Door Repair

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a $3500 garage door opener.stopped being able to close.I called after hours to see if I could get a repair person out to look at the opener. My wife and I are both senior citizens.Not able to do a lot of trouble shooting. I called and the lady was very nice. Told her I wanted to get after hours help. She took my information and later I got a call from another lady.I told her what the problem was and that the door was only click. No up or down. Ok its warranty.i can get you in on Thursday afternoon.No chance to say I need my door closed tonight. Or closed tomorrow and the next night. I would have gladly paid if I needed too.Just needed a little help. I knew was under warranty .Wasnt looking for anything free of charge. Its all about the money. Sad

  

  Business response

  07/02/2024

  We reached out to the customer and started the call off stating that we were reaching out because of the BBB review and apologized because we missed the **** when providing them service. The customer stated he left the review because he was under the impression that we are available for service 24hrs. He had mentioned to our after hours call center that he was looking for late service and when he spoke to a second representative, he was not offered a way to have us fix the issue or get the door closed for the night. He stated he is not able to run the door manually easily, did not have anyone available nearby that could help get the door down, and that he would have paid for late service if he had too. 
  
  We explained that this is where we missed the ****, as the second representative they spoke to should have offered our after hours services or to have the customer speak with a manager to see what we can do to resolve the issue for the night. We advised that we always do what we can to make sure our customers are taken care of and apologized that this was not their experience. 
  
  We asked if the customer still needed help with their door; They stated they did and that they are reluctant to leave to run errands while leaving the garage unsecured. We asked if they would be available for one of our techs to come out and see what we can do to get the door down and resolve the issue today. Customer stated that they would be available if we can send someone out. He advised he will get them on the schedule to have a tech come out today and that the timeframe would probably be about 12-12:30 at the earliest. Customer was agreeable with this solution. 

  Customer response

  07/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  $99 Paid There were no issues with the garage door. It was not working cause of the emergency release and reset red lever. The man that came out to find out the problem was clueless. He was careless and was trying to identify the issue. I had a cover on my brand new car which was in the garage. He kneeled on top of the driver side roof edge and dented my car when he was messing with the garage door opener. He was clueless and did not know what the problem was and provided false information. I noticed it afterwards and called them but my call kept going straight to their voicemail. I was sick and it was difficult for me to deal with them at that time. I knew they wouldn't care. And it was a headache and worsening of my medical symptoms. I believed at that time I had exterior warranty coverage however I later found out it would not cover dents. To fix the dent I needed to pay $300. Due to my disability/medical conditions and severe fatigue and victim of sexual assault with severe trauma and moving and COVID delayed the issue. What takes a normal person one small step to get done takes me 500 steps to get done. I took pictures and Wellborn garage door began to give me a lot of runaround and waste of time. The manager never saw the picture and said he saw the picture and it did not match and stated false information and completely avoided the problem and got rid of me and told me never to contact them again. Extremely rude. I knew from the beginning they would not do anything regardless of evidence. What happened here was wrong and the way the manager rudely left a message on my voicemail was very offensive. I explained to him the situation and in the picture it's clearly evident that the dent was caused due to him kneeling hard. Total damage they caused is $300 and $99. Every time I see the dent I am reminded of this business 's offensive treatment towards a weak, sick, disabled person and the damage they caused. $300 for a disabled person is lot of money.

  

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/10/17) */ I want to sincerely apologize for the inconvenience this has caused you. I want to express how sympathetic we are towards your personal situation. Our goal is to provide the best service possible. Anytime we don't meet those expectations, we are committed to making it right. We do make mistakes but guarantee 100% customer satisfaction. I would love to personally speak with you and get the situation resolved. In addition, I would like to hear how we can improve as a company overall. My direct line is (972) 978-9127. I just left a VM at 11:39am and will call again this afternoon. We are going to be refunding the $99 service fee and the $300 for the vehicle dent. A refund check of $399 has been mailed. Consumer Response /* (2000, 7, 2022/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 21, 2022, I scheduled Welborne Garage Doors to give me a quote to install a new garage door to my Workshop. The Tech was very professional but the job was above his paygrade. He call someone in the office to help him with the problem. He was here for an hour but did not get the issue resolve and left. He told me that I would get a quote by the end of day. I paid him $79.00 with my credit card as it was the charge to come out and give me a quote. I called two times to the office requesting a refund for a service I did not get. I Got call from someone in the office that stated they were waiting for manufacture to get me my quote. Today is March 31, 2022 and I have yet to see a quote. The only resolution I have is to get my $79.00 back.

  

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/04/01) */ Mr. *********, I want to apologize for the inconvenience this has caused you. Timely communication is something our business is built on. Anytime we miss the mark, our guarantee is doing anything it takes to ensure our customers are satisfied. We have contacted Mr. ********* regarding the matter and agreed on a solution. We have processed the $79 refund for the service fee that was charged. Consumer Response /* (2000, 7, 2022/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Welborne Garage Doors was true to there response in resolving this issue. They did immediately contact me to resolve the issue with what I thought was the best resolution to this issue. They would refund me my $79.00 charge to my card.

*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. ↩