Complaints for Superior Garage Door Repair in Hopkins, MN

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

7/22/2021

I had a garage door opener installed by Superior and was charged 725.00. The part on the internet was 249.00. I didn't know what the part number was because they didn't list on the invoice nor was it on the booklet. After he left I noticed the button inside the garage to open it was hanging by wires, doesn't work and unbelievably when I called she said my technician denied that. Originally, when I called for service for repair the day before they said they would be out next day at between 8 and 12 o'clock but called back at 9 pm to say they would be switching time to 1 pm. When they never came and I called she said he forgot to put the schedule back in the computer and would find someone to come out. When I complained the head of office gal said she would not adjust any pricing and was very rude to me. They never responded to my e-mail until I sent them a second e-mail with a picture of the hanging by wires remote that didn't work. I recommend do not call Superior Garage Door for any service as they have superior pricing and horrible customer service. Resolution Sought Fix the remote they left hanging in the garage and refund at least 200.00 for overcharge..

Company Response

7/23/2021

We apologize for not meeting your price expectations. Our technician had given you and confirmed the price prior to providing you with the service. We had left you with a detailed invoice that explains the charges. Along with the parts, you have a cost of labor, trip charge, and garage door service (inspection and lube and tune) At the time of service you were told the total a head of time and you agreed to the price and signed the invoice. We do this so you as the customer can decide on the quote before the work/service is done. That gives you every opportunity to accept the quote or look for alternative quotes. Unfortunately you decided after the service was completed that you did not like the total, which you had agreed to ahead of time and signed the invoice confirming the price We will not be issuing a refund for service agreed upon. We commit to high quality services and products, and will not compromised on the quality to provide the cheapest service/option.

Customer Rebuttal

7/26/2021

The part charged was 550.00 for a 249.00 part that I could only find after calling the office as it wasn't indicated on the invoice. I called Hopkins so there shouldn't have been a trip charge. He asked me if I had a ladder as his was with a bunch of recycling in the back of his vehicle. He did not want me to remove the cars from the garage and had 1 foot of space to work. He had no light bulbs to put in the opener and I told him I was handicapped and couldn't put them in. He then proceeded to take the one lightbulb that was working out of my old opener and put it in. The remote inside the garage that you press to close the garage door was left hanging and not working. After numerous communications to fix it no-one has come out. He did no lube or inspection because it was squeeking and I sent my brother out to the store for silicone. He never offered any options for opener as I would have liked a battery backup one. The opener you put in lists for retail at 249.00 . You charged me 550.00. All openers come with 1 year warranty. A remote comes with the opener and the keypad out of box was 25.00. Like I said he did no lube or inspection and now I have to enter a 5 digit code to open.

Company Final Response

8/2/2021

Dear Janice, we apologize again for not meeting your price expectation, our price is our price, please do not compare as to a retail store cause we are not! Especially when you cannot get the same parts from the store. "Lift master" is a professional version that is sold only to professionals and not to stores! A retail store does not install a product. (Labor) A retail store do not offer warranty on service. The retail store do not sell the same product! We offered to send a tech out to fix your "issues" but you are determined to get the part at cost (not a service), verses us sending out a tech to try and solve the "issues" that you stated that are not working. There will be no $200 refund for a service agreed upon by you the customer, signed invoice stating you agree to given price, then the completed work. Our techs are not allowed to move a customer vehicle and therefore do not see a reason to change that. Our manager Ron was also trying to call you to resolve this issue please give him a call back if you are interested in talking with him.

Complaints and Resolutions

Superior Garage Door Repair complaints