A1 Garage Door Service

Review: On their advertisements it states free estimates, plus "We beat all prices". I called and requested an estimate for a single spring replacement, I also asked if it would be between $100/150 and the girl said yes. I already had an estimate for $150. The serviceman arrived early, which I was pleased with. But, after receiving his estimate, I told him I was going to use the service from my first quote. He told me that I had to pay a mandatory service call of $50 and a mandatory fuel cost of $12.95. So, my free estimate would cost me $62.95. I asked about the free estimate, he stated that was only for new garage doors. He first quoted for two springs, with a tension breakdown costing $100. When I told him I only wanted one spring, the tension breakdown became $125. I had a $75 off coupon,so if he would have not changed his original price for the tension breakdown, the cost would have been less than $150. Which was what I was willing to pay. I felt pressured to use their service, so that I didn't pay an additional $62.95 for what was supposed to be a free estimate. I called after the serviceman left to talk to management, I was told [redacted] would call me, he did not. I went out of town the next day and called again when I returned home on 8-8, I was told again [redacted] would call, he did not. So, I feel this is my last resort to resolve this issue.Desired Settlement: I would like to receive $22.25 back, then I will have paid $150, which is what I was first quoted and they will have honored their advertisement to beat all prices.

Review: On 9/24/2014 I had A1 Garage Door service my garage door opener because the door won't open with the remotes. The technician, [redacted], said that it was the radio receiver. He sold me an external receiver and two new remotes. The new remotes were required because the new receiver was not compatible with my current remotes. The receiver and remotes seem to work when he was here. However, he oddly told me that if the receiver didn't work well when the door was closed, to try relocating the receiver all the way to the front by the actual door instead of its current location on the ceiling next to the motor of the garage door opener. Right away it didn't work well. We had to drive all the way up right to the door, and even have to take the remote off the visor to get it to open sometimes. November was a busy month for me, but I eventually took some time to relocate the receiver and suggested, but it didn't make a difference.

On 11/4/2014 I called the company to tell them that I wanted a refund. Instead, they had the technician ([redacted]) call me back. He avoided the issue by saying that he was going to research a new product to see if it would be a better solution for me. He said he would call me back in week, but he never did.

On 11/18/2014 I purchased an entirely new garage door opener that included two remotes and had it installed for basically the same price that A1 Garage Door charged me for the worthless receiver. After the new opener was installed on 11/20/2014, I called A1 to again request a refund and to have the receiver and remotes picked up. They said I needed to speak to a supervisor. [redacted] eventually called me back in the afternoon, but only after I called his office twice. I explained the situation to him, and he said he needed to speak with the technician, and would get back to me in a day or two.

He didn't call me back, so on 11/25/14 I called him and left him a message. He hasn't returned my call.

To recap:

09/25/2014 Remotes and receiver were "defective" from the date of installation

11/04/2014 Initial date I requested a refund, but was delayed with some avoidance tactic

11/20/2014 Spoke to supervisor and again requested a refund - this was the last attempt

Thank you for your assistance.Desired Settlement: Full refund since I have already purchased a new garage door opener and remotes.

Business

Response:

We will gladly refund money if items sold are returned![redacted].[redacted]

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has indicated that they will issue a full refund if I return the product. I will be happy to deliver the product if a specific address and contact person is provided. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I waited three days for my appointment because I was impressed by their webpage. The technician ([redacted]) called at about 12:55 to say that they would not be arriving until around 3PM; at 3PM no technician, no call; at 4PM no technician, no call; at 5PM no technician, no call so I called him and was told they were on their way and would arrive in about an hour. The arrived at approximately 6PM. Although the receipt includes a 25-point checklist the technician neither assessed the items or marked their status on the receipt. He proceeded to tell me that I must install 2 springs to replace the single spring system that I had, not for safety reasons but because the single spring will fail sooner (the old one lasted at least 15 years that I have been using it). All of the parts prices were inflated substantially over retail (center bearing 700% markup, cables 350%, springs both of the lower weight rated each at the same price as the single spring). It was clear from my phone calls that the technician ([redacted]) did not want to make the hour long drive from his previous call to my house, but he wanted me to cancel or reschedule on my own. After I complained about his $450 price to do the repair (instead of the $180 estimate) he went so far as to say that maybe I would feel better with another company. He then told me that he he do the originally requested repair at the price quoted but their would be no warranty.

A-1 Garage service Tucson AZDesired Settlement: I would like the warranty to be reinstated. I would like the Revdex.com rating to be lowered; the Phoenix portion may deserve the A+ rating but the Tucson portion does not. I would also like an apology for the unprofessional behavior of the technician.

I have used this company in the past with no trouble so

I call them again yesterday and was told they would get back to them yesterday. It is almost evening today and I have yet to hear from anyone on either my home phone or my cell phone. I guess they do not need my business!

Sales person = excellent. Price of product = excellent. Timely new installation = excellent. Follow-up after install = poor. 2 days after installation I couldn't get the company to come back out for an adjustment to my garage door installation. I called three times and spoke to a representative and yet no one called me back or followed up. As of this posting ... no one has followed up. btw ... I purchased an expensive insulated garage door and new garage door openers.

I called A1 to fix a door that the roller kept popping off the track. I had put new rollers in but that did not fix the issue. The door was out of alignment and I thought maybe the cables were bad. When I called A1 I got a $59-100 estimate over the phone. When the technician arrived I was advised that there was a crash door fee. $149.99 plus a $12.95 fuel fee. I was never told about these fees over the phone when I explained my problem.

The Technician stated that the entire door needed an “overhaul”. For about $600 they could fix the door. He provided me with a 25 point check list which pretty much stated that everything about the door was bad. Told him “no” to the overhaul but did go with his recommendation to replace the cables. Since I did not do the “overhaul” nothing was under warranty. Two days later roller popped off the track. Called a second company, they stated that the track was out of alignment and nothing else was wrong with the door. They fixed the track and door works great, its only 9 yrs old. The A1 technician was blatantly dishonest with his assessment or totally incompetent. Unfortunately it cost me $217 to find this out.

This company advertises many services and states a cost for the service in the ads. They never state that there are additional charges in the ads or when you call to schedule service. They just say the cost is what the ad states.

I hired them to do a tuneup on my garage door. The tech stated that there was an additional $12.95 fuel surcharge. This is a very bad business practice - hidden fees. I suggest that anyone calling this company ask about any additional fees.

Review: Called this company for what was advertised as a "free estimate" to see about hiring them to perform repairs on my garage door. The office confirmed their representative would arrive between 2 pm and 4 pm Saturday 10-5-13. While away at a business lunch, my wife called at 12:45 and said that the A1 representative is "here to fix the garage door and wants to speak to you NOW!" I advsied that our appointment was NOT until 2pm and he blamed the office staff. I advised the technition - [redacted] - that I will NOT do anything (sign, hire them, etc.) until I could come home and at least see what he was trying to sell me (repair wise) and offered for him to wait in his truck (as my wife was alone in the house and I did not want him waiting there) and he said that "he would not do that as he had another 2 pm appointment already set up." I advised that is fine - then he can leave the estimate for me to review once I got home I can decide if what he is quoting me (as he found other items he deemed as neccesary to repair and would only do the entire job - not "part of it") is fair and warranted. He then advised he "would NOT leave until I paid the "mandatory $50 service call PLUS an additional $12.95 mandatory fuel charge = total $62.95". I advised he was to "get out of my house immediately" and if he attempted to force my wife to sign or pay anything I would call the police.

[redacted] then left the estimate and advised my wife "consider this a bill which we WOULD STILL HAVE TO PAY" and he then left.

I am also going to file a complaint with the Arizona Attorney General's office as this could border on criminal harrassment.Desired Settlement: Due to the aforementioned - I now am demanding that this company provide me a letter (written corresonpdence) - confirming that I am NOT responsible to pay their company this "mandatory charge" in the amount of $62.95, nor will it ever show up on my credit as an "unpaid bill." Additionally, I request that in that same correspondence a written apology be issued to myself and my wife.

Business

Response:

Following up with you regarding this compaint. By no means do we tolerate behavior like this from any of our techs. We have not charged or intend to charge Mr. [redacted] any charges. I am sending Mr. [redacted], my deepest apologies from the bottom of my heart for what has taken place. We do not claim that we can control what other people may do, or even know what people do, but we assure you that the tech has been disciplined for his actions.

We had a broken spring on the garage door. My wife called this company by accident instead of the guy we use. They came and replaced the spring at twice the cost.

After they left the garage door would go down and then back up.We called them on the phone ###-###-#### the girl said there would be an additional charge to come back and fix it. The repair man wound the spring up tighter than a rubber band. We called the regular guy and he said they did not adjust the tension screw before they left after putting new springs on. He told me how to do it and it works now but is all twisted up from being too tight.

Consumer beware: I called A1 today to repair my mothers garage door keypad. The gentleman on the phone scheduling was professional and accommodating. The technician [redacted] called to arrive earlier than scheduled time. Sounds great. The Valpack coupon for $279 then turned into a $600+ quote. They claim to give FREE estimates but if you want a free estimate be sure to ask for it when you call for your appointment. If you call and mention what the specific problem is that needs to be fixed and do not use the language 'free estimate' you will be charged $62.95 for the service call. Deceptive advertising and shady business practice.

After remodeling our home which also included the garage, we needed to have another

garage door opener button installed by the additional door we installed. We could not

find enough info or reviews for the company who had previously worked (they had left a

sticker by the original door opener button) on our home before we purchased it. So, we

carried out some online research and found that A1 Garage Doors had many satisfied

customer reviews on various online customer review sites.

We called and scheduled to have a technician come out to have the requested work done.

When [redacted] arrived, he was very personable and knowledgeable. He efficiently carried

out the job of wiring and installing a new opener switch all at a reasonable charge. He

also kindly oiled the garage door rollers, etc. for no additional charge and gave advice

to care for the door.

We were so satisfied with [redacted] that we will ask to have him sent out to our home for

future maintenance, etc. One other important item, we want to thank you [redacted] for your

service and sacrifice to our country in the Coast Guard. You'll always have our family's

gratitude for that!

Review: Broken springs resulted in service call to A-1 Garage Door Service on Feb. 3rd, 2014. Work performed same day by [redacted] the technician, and another technician whose name I do not have. Remember [redacted] introducing him as the tech that trained him, and importantly, it was this technician who installed the garage door keypad that is the primary issue at hand. In addition to replacing springs, [redacted] replaced all bearings and rollers, cables, as well as installing new Genie Garage Door Opener. Total charges: $1,177.78. Noticed after work completed that when depressing button on garage door opener keypad, there was either: 1. A delay in the button sending signal to open/close door, that is, having to depress the button for an extended period not usual and customary with previous garage door keypads we have owned, or 2. Having to press the button twice in order for it to engage. Didn't know if this was a "quirk" unique to this model or something that would need attention, but certainly not critical enough that we didn't try to live with the issue. Having subsequently read section of owner's manual that troubleshoots "common problems," appears this is likely something that is as simple as a loose contact inside the opener keypad, or perhaps a faulty part. In addition, 2nd garage door remote that [redacted] provided at time of service was not working and has never worked. Swapped out battery a few weeks later and remote still didn't work.

Called to report these issues to company on Tues., Jul. 29th. Spoke with [redacted] (female). Expected that company would be happy to come out and take a look at issue as described, in addition to replacing remote that has never worked. Was told by [redacted], "Sure, I can have [redacted] come out between 12-2:00 pm tomorrow. By the way, there will be a $62.95 service/"labor" fee for [redacted] to come out." I balked at this and asked why, after collecting close to $1,200 in service/repairs earlier this year in February, in addition to making it clear that we were just trying to live with it but were now confident it was --- 1. Never installed correctly, or 2. A faulty part --- that we weren't willing to pay additional charges for [redacted] to come out, esp. if it was never installed correctly in the first place. [redacted] said the technician waiving the fee was something between the customer and the technician. As it happened, [redacted] was at the office at this time. [redacted] went to check with [redacted] if he'd be willing to waive the fee to come out and check what was going on and he said he would NOT waive it. As [redacted] had stated to me prior to going to talk to [redacted], warranty covers the cost of the parts only, and labor is not covered 30 days past original installation date, something that was never verbally stated by [redacted] the day of the original repairs, but I certainly recall his saying "call us if you have any problems." Realize responsibility lies with me to read all the fine print, stipulations, specifics of warranty coverage as I'm standing there being asked how I'd like to pay at time of repair with [redacted] standing there as well looking to get on to next service call, but think it is grossly unfair and terrible customer service on A-1's part not to be willing to come out and look at something that would likely take five minutes to repair or determine if a new part is, in fact, necessary. And how about that remote that has never worked. That is, no matter how you cut it, something that should be replaced under the warranty as expressed on the contract/invoice. No such willingness on A-1's part to bring out or send a replacement remote. Terrible.Desired Settlement: For A-1, at company's expense, that is, waiving $62.95 "labor"/service call fee, to provide a technician to assess and remedy issue we've been having as described with garage door opener keypad, and to provide replacement remote for one that has never worked, free of charge, as said part is covered under warranty terms of A-1's service invoice/contract.

Business

Response:

Dear Mr. [redacted] –

We appreciate you taking the time to speak with us on Wednesday, 7/30/14, regarding your phone call with our staff. Our intent is to always provide the best service over the phone and in the field and apologize for the interaction you received. We also want you to know that we stand behind our parts and even though we provide high quality equipment, sometimes they fail to work properly.

As you know, [redacted] visited your home today (no service fee required) to inspect your equipment. He found that the equipment was in fact faulty and replaced it at charge.

We thank you for giving us the opportunity to regain the trust that was lost and are happy that we were able to fully resolve your issue.

Thanks again,

A1 Garage Door Service Team

Excellent service, superior, professional employees. Received service on the same day I called. [redacted] was knowledgeable, honest, efficient and absolutely went the extra mile! Thank you for being such a great company and obviously treating your technicians well.

My garage door went off the track and needed service, so I called A1 to come and service my door. First off, the dispatch service was top notch and the technician they sent (Trevor) was professional, well versed and on-time. He didn't try to sell me parts I didn't need or tell me that the entire door needed to be replaced like the shady repair companies in the past. He took his time to ensure that everything was operational - I will definitely recommend and use in the future.

Today was a crappy day, crying kids and a broken garage door... Thank God A1 Garage Door Service in [redacted] works on the weekends. Tommy came out and hooked us up - they did an complete tune up on the lift master opener and replaced the extension springs. The price was under $300 and they came out right away. Now the kids are quiet and the door works great. Nice job guys!

I have a home for sale in [redacted]. During one of my visits to check on my home, I saw the sticker from the garage door company I've used several times at that home had been ripped off the door and the opener unit and the stickers of this company were placed over the ripped off stickers.

I have never called this company for any reason nor has this company ever assisted me with any garage door issues at this home.

Review: 3/29/2014: Was quoted on phone price of $390 installed for new garage door opener unit. Confirmed with sales representative ([redacted]) on phone that the unit was the specific model I was requesting quote on (Liftmaster 8550) and that it came with backup battery as I had been quoted on this same unit by a competitor.

3/31/2014: Garage door service conducted (service technician: [redacted]), paid in full for service. New garage door opener installed (among other services). After paying technician and him leaving, reviewed bill and noticed was charged $475 for garage door opener unit, and noticed that no backup battery was installed or left in/for the unit as promised.

4/1/2014: called A1, spoke with [redacted], let her know was overcharged and not delivered backup battery. [redacted] said a manager would call me back. No return call received.

4/2-4/2014: Had A1 install epoxy garage floor coating (separate work order; service technician: [redacted]); paid in full for service.

4/7/2014: called A1, spoke with [redacted], let him know I had not had return call regarding garage door issue, and also that there was a bubble in the epoxy garage floor coating that needed repaired. [redacted] said a manager would call me back. No return call received.

4/14/2014: called A1, spoke with [redacted], let him know I had not had return call regarding garage door issue or epoxy floor issue. [redacted] said a manager would call me back. I asked for manager's name, he said [redacted]. [redacted] called back, agreed to credit back $85 overcharge for garage door opener, agreed to have service tech ([redacted]) drop off backup battery for garage door opener, agreed to have service tech ([redacted]) contact me to schedule appointment to fix polyurethane bubble in epoxy garage floor. $85 credit was received (charged back to credit card). Did not hear back from anyone with A1 regarding garage door battery or garage floor repair.

5/9/2014: called A1, spoke with [redacted] regarding backup battery and garage floor repair service still outstanding as well as let know one of garage door opener remotes not working. [redacted] said [redacted] was out until Monday, would leave him message to call me when he was back. No return call received.

7/29/2014: purchased universal garage door remote as A1 never returned call regarding inoperable remote that came with garage door opener unit. Had been getting out of car and opening garage using keypad for 2+ months. $37.87 total cost (have copy of receipt if needed).

8/8/2014: called A1, spoke with [redacted], he said [redacted] was 'away'. I let [redacted] know I have been waiting over 4 months for resolution on outstanding issues and would be contacting [redacted] to file a complaint if I did not hear back from [redacted] or someone else who could resolve issues. No return call received as of 9/13/2014.

In summary, A1s service technicians were great, friendly, and performed good service. A1s customer service and management failed horribly.Desired Settlement: 1. Deliver and install garage door backup battery.

2. Repair garage floor epoxy defect.

3. Replace defective garage door remote and refund $37.87 paid for universal remote due to lack of response and functionality of equipment. Upon A1 replacing the defective remote with the appropriate Liftmaster remote that came with the unit, A1 can have the defective remote and the universal remote (and receipt) if desired.

Business

Response:

We have received Mr. [redacted] complaint and offer the following:

These guys came out to my home in [redacted] and installed a keypad for $78 - was really happy with the price with no upsales. Thanks A1 Garage Door Service

We called them to replace our rollers, then they told us our spring needed to be replaced. After they replace the spring the garage door opener wouldn't work. so we had to buy a new garage door opener. then he damaged the garage door and put 20 screw in it to fix it. we also ask to have the seal replaced but it didn't seal so we had to fix it with duct tape. then he broke one of the eyes for the open. so its been less than 30 days and the new garage door they installed wont open. we have called them to come out and fix it. its after 7 pm and we are still waiting. Our $150. repair turned into a $900. nightmare. I would never use this service age and not recommend them to anyone. I may end up filing a claim.

Called A1 yesterday (10/6/15) and inquired about their $69 "Quiet Door Special" that is clearly advertised on the bottom of their website, [redacted]. The lady I spoke to was kind and said she would schedule my appointment for the next day. That part of the process was perfect.
Just had "Dave" from the [redacted] branch of A1 come out (10/7/15 about 1pm). He started talking about that one of the springs on my garage door was "sagging" and would probably need to be replaced soon. When I stated that I just had them replaced 6 months ago, he then moved to "the springs are too small for the door weight" and that "it will start to negatively affect the circuit board in my door opener". I was puzzled since I've had the garage door for 12 years and have had no issues with the circuit board.
Worse though is when he presented me a bill for $86.86. Now get this. The bill only had 2 charges - $69 (the amount I was originally quoted) and $12.95 for a "mandatory fuel" fee. Doesn't that add up to $81.95? The main issue though was that I told Dave that I wasn't going to pay a $12.95 mandatory fuel fee because there is nothing on their ad on their website that says anything about a "mandatory fuel fee" nor did the lady I spoke to on the phone tell me about a "fuel fee". He was not happy and said that this fee was something HE had to pay if I didn't pay it. Does Dave really think I'm an it? What company charges their employees a $12.95 fuel fee? This price gouging was something I was not going to stand for and told him I'm sorry, but I wasn't going to pay it. He finally relented and gave me a bill for $69.
I wonder how many other people don't stand up to this overcharging and simply give in?