ComplaintsforFamily Christian Doors, LLC

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have recently been made aware by another form that the company installed garage springs that are significantly to large for the application and that the use of this oversized springs can and will deteriorate the rest of the hardware at a much faster rate. The company at nearly every interaction has behaved unprofessionally with initial phone call resulting in the employee hanging up on me without any reason whatsoever to do so. I eventually had a field manager come to my house nearly 2 hours after the maximum time window provided of 4pm. Upon arrival the individual in a purposeful manner tried to provoke confrontation by making accusations about likely unethical behavior of the other contractor. When asked specifically how they sized the springs he initially stated that he did not have access to what was down originally. I asked him the same question and was told that he would have it provided to me to validate if in fact the spring size was assessed incorrectly later he renigged on the agreement to furnish this and indicated that he would talk with his district manager. On multiple occasions he was outwardly aggressive trying to provoke confrontation. Please note that prior to this individual being sent I raised concern to his manager that it made little sense to send the same person to validate their own work as a quality assessment across nearly all industries is done by another individual wherever practical. I want the company to furnish the documentation that shows how they determined the spring size. I intend to have this evaluated by other professionals/perhaps door manufacturer. If this demonstrates that they installed the wrong size spring I expect the firm to replace the spring with the correct size at no cost.

  

  Business response

  07/09/2024

  We appreciate the opportunity to address the concerns raised regarding our service to Mr. ******** garage door. We take customer feedback seriously and strive to ensure all our clients are satisfied with our work.
  
  Firstly, regarding the accusation that we installed incorrect size springs on Mr. ******** garage door, let us clarify the details:
  
  1. **Installation and History** The springs in question were installed on ******************* Wood door on August 17, 2020. Over the subsequent four years, the door operated without incident, requiring occasional adjustments which we promptly addressed. Our records show that our technicians visited Mr. ******** residence in September 2020 and again in September 2023 for routine maintenance and repairs. During these visits, at no point was there any indication or concern raised about the size of the springs until Mr. ****** contacted us on June 26, 2024.
  
  2. **Technician Expertise** We emphasize that three different technicians, including highly qualified veterans, attended to Mr. ******** garage door over this period. Each technician would have recognized and corrected any discrepancies in spring size, particularly to avoid future warranty issues. Furthermore, our lead technician, upon examination on June 27, 2024, confirmed that the springs were indeed correctly sized for Mr. ******** door.
  
  3. **Warranty and Service Integrity** It's crucial to note that our business model prioritizes customer satisfaction and long-term reliability. Installing incorrect springs would not align with this principle as it would lead to frequent failures and warranty claims, which are both inconvenient for our clients and costly for our business. Moreover, Mr. ******** springs were covered by a lifetime warranty, contingent upon our exclusive service terms. Unfortunately, this warranty was voided when Mr. ****** engaged another company to service his garage door.
  
  4. **Prompt Response** We understand Mr. ******** urgency and scheduled our lead technician to inspect the springs promptly. Our technician was able to visit Mr. ******** home the very next day, June 27, 2024, to conduct a thorough inspection.
  
  5. **Competing Company's Influence** We acknowledge Mr. ******** interaction with another garage door company, which suggested that our installation was incorrect. While we respect Mr. ******** right to seek competitive quotes, it's essential to consider that such companies may have a vested interest in promoting their products and services, potentially leading to biased assessments.
  
  6. **Legal Considerations** Regrettably, following Mr. ******** threat of legal action, we are obligated to suspend further communication with him. This decision is in accordance with our company policy to ensure the protection of our interests and operations.
  
  In conclusion, we stand behind the quality of our work and products, as evidenced by four years of trouble-free operation of Mr. ******** garage door. We regret that Mr. ****** remains unconvinced despite our efforts to verify and explain our findings. Nevertheless, we respect his decision and adhere to our policies, including warranty terms and conditions.
  
  Should you have any further questions or require additional information, please do not hesitate to contact us directly. We appreciate your understanding and look forward to continuing to serve our community with integrity and professionalism.

  Customer response

  07/12/2024

  Complaint: 21913855
  
  I am rejecting this response because:

  it Is factually incorrect. 
  

  1. The suggestion that a legal threat was made is completely without context.  Specifically my comment was, in the vein that Im not a litigious person and Id like to avoid such actions. This comment was made when talking to the first call center ***resentative after he refused to put me in touch with a manager. As stated in response it seems to imply that this occurred at the end of our interactions of which iit simply did not. In fact the manager indicated verbally that Ive been instructed to stop communication with you because of your BBB complaint.

  2. The original *** that installed and sized the springs was per his Commision out of an internal training program just days before performing the work. The assertion that he was experienced is factually incorrect. This was also admitted too on multiple interactions with the field manager, who on one occasion openly apologized for the numerous things missed by the tech due to his lack of experience.

  3. The firm has avoided providing any proof as to the appropriate sizing and more over factual information about the weight of door, and the specific sized springs used. If they in fact believe the sizing was correct they should have no problem providing this information so that in may be inspected and validated as providing this information will prove conclusively as to whether the correct springs were installed or not. 
  

  4. The other firm has not touched or otherwise modified any portion of the springs. These assertions are baseless in fact  The terms of warranty have not been voided and remain fully in tack. 

  
  Regards,
  
  **** ******

  

  Business response

  07/22/2024

  Thank you for your recent response regarding your interactions with our company. We appreciate the opportunity to provide further clarity and conclude the issues raised.
  Legal Threat and Company Policy: It is important to clarify that while the threat of legal action was made towards the end of our interactions, our policy remains consistent regardless of the timing of such statements. As outlined in our company policy, we maintain standards to ensure a respectful environment for both our customers and staff. This includes scenarios where there is a threat of legal action, instances of belligerence towards our team members, or where the environment becomes hostile during service. Mr. ****** admits to making a legal threat, whether intended or not, and unfortunately, we observed all three of these behaviors in his interactions, which obligates us, under our policy, to suspend further communications.
  Technician Expertise: We acknowledge his concern regarding the experience level of our technicians. While the initial technician may not have been a veteran, subsequent visits from September 16, 2020 onwards were handled by two of our senior, veteran technicians known for their extensive qualifications and expertise. His acknowledgment that multiple technicians have attended to his needs confirms that his original complaint regarding only one technician visiting his home to validate their work is inaccurate and not factual.
  Spring Sizing Procedure: Regarding the procedure for determining spring sizes, our standard practice is to replace broken springs with exact matches or custom-cut replacements based on previous specifications. Our standard practice is conducted when there are no indications of incorrect spring sizes previously on the door. This approach is followed by thorough door balancing, ensuring proper functionality. We have successfully balanced his door upon installation as well as over the four years since the initial installation, indicating the correctness of the spring sizes used.
  We do not have documentation available to provide specific details on spring sizing. However, there are software solutions available for purchase that can assist in this regard, similar to tools we utilize within our operations. As a reputable garage door company, we not only provide products but also deliver service backed by extensive knowledge and experience to perform our tasks with professionalism and accuracy. Regrettably, we are unable to provide external training on our methodologies, including spring-related procedures, due to safety concerns and potential liability risks associated with such practices.
  Documentation and Warranty: Our warranty terms are contingent upon exclusive service by our company. Any external interventions, such as the involvement of another company in modifying your garage door system, unfortunately voids our warranty, a standard practice across the industry. This policy is in place to uphold the quality and integrity of our service offerings. Due to the entire operating motor and system being removed from his garage door system, his warranty is indeed voided, as previously communicated by our technician and upheld by our company policy.
  Conclusion: While we empathize with the frustration of voided warranties and incurring additional expenses for home repairs, such as obtaining quotes from another company for further work, we assert that our diligent practices ensure that these circumstances are not attributed by our service.
  We regret to note that Mr. ****** persists in requesting the replacement of his springs, despite our determination that they are not faulty. Furthermore, he continues to publish inaccurate information about our services on various online platforms.
  This has been demonstrated by the door's consistent proper functioning over the four years since installation, as well as Mr. ******** calls to schedule general maintenance rather than due to any operational issues. This proves his complaints to be non-factual.
  It is unfortunate that Mr. ****** has chosen to favor a competitor's viewpoint over our established history of delivering excellent service over the years. Nevertheless, we respect his decision, and we remain steadfast in adhering to our policies.
  Thank you for your attention to this matter,and we extend our best wishes to Mr. *******

  Customer response

  08/04/2024

  Complaint: 21913855
  
  I am rejecting this response because:

  Nearly every data point they have provided is materially inaccurate, misleading, and/or evasive.

  1. The company needs to furnish the size of springs they have installed. 
  

  2. The company needs to furnish evidence of warranty information that clearly shows:

  a. That the conditions of warranty

  b. Evidence that this was supplied to the customer.

  
  Regards,
  
  **** ******

  

  Business response

  08/26/2024

  We previously made attempts to resolve the situation prior to the complaint posted on BBB. The springs are on location and are able to be measured. You were also provided with the warranty information on your invoices at the time of the service. We understand you have a different perspective and hope by contacting the manufacturer you are able to obtain the information you need. 

  Customer response

  08/27/2024

  Complaint: 21913855
  
  I am rejecting this response because the company remains evasive  in responding to any material fact including but not limited to the conditions of warranty, any proof that the limitations of warranty the company is claiming have been furnished to the customer, or even the parts specially used. The invoice as provided to BBB by customer prove without question the companys previous responses are without merit. Company should furnish each of these. 
  
  Regards,
  
  **** ******

  

  Business response

  09/02/2024

  Please see the attached document for voided warranty information. 

  Customer response

  09/13/2024

  Complaint: 21913855
  
  I am rejecting this response because the company has not provided the warranty. The warranty as I provided it to the BBB has no limitations and is a lifetime warranty. In fact what they have provided is a new document produced after the last visit on June 2024 and has nothing to do with the "Lifetime Warranty" they made on springs that have been validated by multiple parties as being incorrect. The business remains unresponsive  in producing any evidence to substantiate their claims and further demonstrates its bad faith in addressing my claim. Further it should be noted that the most recently furnished document is NOT signed, nor was it presented to me in June 2024, or at any time, in any form prior to receiving it via this correspondence. The companies claims remain baseless, without merit, and demonstrate continued behavior of delay tactics. 

  Regards,
  
  **** ******

  

  Business response

  10/18/2024

  If and when the customers springs actually break. The customer can bring in the spring to have it warrantied out. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 13, 2023, I requested a conversion from a double door garage with a divider to one large single door garage. After Family Christian Doors' installation, I was left with an unbalanced garage door, which is a safety hazard. The left side of the garage does not meet the cement, it needs to be adjusted properly. Also, left behind is a slab of broken cement with a visible nail in it, a potential tire hazard, I am a senior citizen who has already paid for the completion of this project, but the company is reneging on its responsibility to correct and/or repair it errors. I am requesting the left side of the garage be adjusted to fit properly and the slab of cement with the nail to be covered.

  

  Business response

  09/06/2023

  I'm very familiar the work that Family Christian Doors has done at  ************************* home.  She is correct we did install a new double wide garage for her, however it is NOT the door that is off, or the craftsmanship of the install.  The reason she has a gap under her door on a portion of the opening is because of her foundation, 100%!  It is not the door (product) or our labor, and we have spoken with her over phone, and extra trips in person to prove this, but she is just not happy with that answer unfortunately. We have spoken with **************** in detail over the phone, and dispatched a special quality control representative to her home to double check everything!  He goes over everything with in detail what we did, and double checks such things as the door is level (**we showed her with a level) , and many other items.  In fact the only way to correct that situation would be to install the door slightly crooked to compensate for the foundation *which we also showed her were it was off at the gap with a 3foot level.  While our last rep was out there **************** continued to yell at him when he would show her something to prove we did install door level, and when he tried to show her foundation was not level.  The only remedy for this would be to do a concrete cut and make a new groove into the foundation for the door to rest in.  ***** has these type of issues due to the climate, and type of soils.  We can help her and make that groove (cut a slot in concrete) but that does not fall under what she asked, and paid for, and is not under a normal door install.  We tried our best to explain all of this. Even though this is a difficult, messy job, we are more than willing to help her with the cost, however it has nothing to do with what work we have done, or anything to do with us, and we have tried very hard to try and explain this.  I would be more than willing tor work really hard on the very best price, not making any profit just to help her out, however its not super simple, and it would not be done out of obligation, but just out of wanting to help out, and make a happy customer.  Please feel free to reach out to me (*******************) I'm the operations guy, and would love to help where I can, but I can't install her door crooked to compensate for the foundation issue at that point of her driveway.  Thank You, **********

  Customer response

  09/19/2023

  Complaint: 20430889
  
  I am rejecting this response because: Family Christian Doors has not demonstrated any business professionalism. They left behind shoddy workmanship; the door is unleveled, and a gap is showing under the door. This gap will be increasing my utility bills in the winter and my garage, possible refuge for unwanted animals.  After reading the company's response, the terrible remedy of cutting a slot in concrete is unacceptable. They still did not address the concrete slab left behind with the nail when the double door divider was removed. Before the installation of the doors, I expressed the overall appearance must be pleasing to the eyes and must beautify. The work they left behind has done neither. Also, I am rebuking the falsehood of the special quality control representative, he was the one yelling and his facial expressions changed. He was having a temper tantrum. I just disagreed without raising my voice. I disagree then and I disagree now. The door is not level and it has nothing to do with my foundation. The company did not complete a satisfactory job.  
  
  Regards,
  
  *************************

  

  Business response

  11/13/2023

  Hi *****************************  I have included several pictures, and a attached word doc to explain and address all of your concerns on a more in depth level.  My hope is after reviewing them you will understand any area of concerns.  I did have more pics of other explanations but the application only excepts so many, but I did pick the ones I think will help the best.  I addressed all areas of concern. with regards, ******************* at Family Christian Doors.

*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. ↩