ComplaintsforDenton Overhead Garage Door
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Complaint Details
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Initial Complaint
05/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have dealt with this company once before when they fixed a problem with my garage door. The same problem occurred today, within three months of the repair. I called and asked them to come fix the door free of charge, considering it seemed to be their work that was at fault. When they told me no, that I would have to pay, I provided a credit card number at their request to pay for a $125 "emergency after hours dispatch" to fix the door, as it is stuck in an open position and is a security risk. It was my understanding this $125 would be added to the cost of repairs and that i would pay after repairs were completed, as I had in the past. I was not informed that this charge was nonrefundable when I provided my card information. When I called the front office to cancel upon hiring another company, they refused to issue a refund stating that the "emergency dispatch" was a "service issued to me" despite a technician not yet arriving at my home or fixing my garage door. When I asked for a manager, I was informed the person I was speaking to was the "boss on site" at that time. After informing her that she never told me the charge was nonrefundable, she apologized for leaving that information out, but continued to insist that they had done nothing wrong and that I was indeed paying for a "service" that could not be cancelled, even though this "service" had absolutely no result for me, the customer. She informed me that this had "always" been the policy of the company. When I told her that the previous time I hired her company (three months prior) I was charged after repairs (again, emergency after hours service) were completed, she then stated that "well, policies change". She refused to cancel the technician at my request, refused to issue a refund, and was then informed that I would be turning her technician away when he arrived and would be disputing the charge with my credit card company. I am almost certain this "policy" constitutes as theft.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.