ComplaintsforElite Garage Doors & Gates

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company installed a new gate opener for the total cost of $7000. We prepaid a deposit of $5000 for ordering equipment. It was to include the gate equipment, chain, rollers and program gate pad and vehicles. They said that they wanted to charge extra for the rollers. This was after the salesman/installer said they would take care of replacing the rollers at no cost. We no longer trust them to finish the job properly or to provide future warranty due to the managements way of handling the promise of the rollers. They removed the chain and demanded full payment before they would finish the job. We have a non working gate and an unsafe gate. The salesman said the gate was unsafe due to the rollers and that was why he promised to include them

  

  Business response

  02/15/2024

  Afternoon, this has been resolved and taken care of. ************** was on site 02/13/24 and got this done. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is dishonest. The Tech (Devin)came out to give a free estimate. Quoted me a price range depending on the warranty I wanted. The range was $1650-$2200 to replace a broken spring. Explained that I needed a whole new system. My system was a ***** ****** system. He said ***** ****** was out of business (not true). He then proceeded to tell more lies that everything on my door had to be replaced and nothing came with the conversion system that was needed for the repair. The garage door was a small single door. I know if I wanted to convert the system (according to 2 other companies ) the cost was around $600. When we told the tech that his prices were too high he was desperate for the job asking what the bottom line was that we would pay. I explained that we would get additional quotes and see where his quote came in. He wasnt happy with my response. Soon after I get a call asking if there was any questions that could be answered since I didnt proceed with the repair. I never called back. I will never do business with a company that tries to ******* their customers. Needless to say, my garage door was repaired (spring) for $317 with a warranty.

  

  Business response

  07/19/2023

  I do apologize for what happened and how it happened. Thank you for bringing this to our attention and this will be correct of action on the technician as well.   I would love to give you a free maintenance at no costs for the inconvenience and for how you were treated. 

  Regards,

  ***********;

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********** (Office) ************************************************************************************************* 1-************** Had a gate opener installed by Elite Garage door & gate in March, paid over $4000 for installation. There was an opener on this gate in the past so the electrical was already there. I'd think this would factor into the price.... A month later we had some windy days and my gate started to blow open and wouldn't shut. I looked at the workmanship and saw the bars on my gate were bending at the opener mounting point(which was only 2 bolts) I looked closer and the welding was the worst I'd ever seen and doubt it will last. I called Elite and they couldn't send anyone for days, leaving my yard insecure. I took it upon myself to do the repair myself which is shown in the picture with the black plate I added. I called Elite and told them what I did and their response was "great, we're all set then" The installer actually suggested removing the support wheel on the gate as he said it might interfere with the gate operation! This should have told me the amateurs I was dealing with. Worst company I've ever dealt with and feel ripped off. They owe me a refund of half of what they charged me. I will never deal with them again! ***************************** ************************************************************ ******************* ************

  

  Business response

  07/19/2023

  Evening, we have not responded to this due to customer threatening to take legal matters. Unfortunately , we can not have any other discussions. 

   

  Regards,

  Elite Garage Doors.

  Customer response

  07/19/2023

   Havent taken legal action yet but will after all other resources are used with no satisfactory results.

   

  

  Business response

  09/18/2023

  Good afternoon, we have responded several times through email and several calls in the previous times.  Below is the conversation we have had earlier. We made every attempt to get this taken care of in a timely manner and we were told not to come out per conversation below. All of our calls are recorded as well if needed.

  customer called in, stated he hasn't heard from us... gate was swinging freely last Wednesday, but he couldn't leave property unsecured, so he mounted it himself. its working fine, and he says there is nothing we can do... I attempted to let the customer know i could send out a tech to look everything over. And that we did try to reach the customer within 24 hours... he just started going off about how we over charged him and that its horrible... he did not want anyone to come out, wanted to email photos so i gave him the info box.

  Customer response

  09/18/2023

  I called Elite the day my gate blew open and they said no one was available to come out thst day.

  I called again the next day and Elite said Friday was maybe the earliest they could send some one. Friday came and same story, 'we'll try and get there'

  I had the gate repaired at my own expense and told them I didn't need them and they owe me for the repairs.

  Everyone I showed pictures of the work they did agreed it was substandard to say the least.

  I don't want these thieves anywhere near my property ever again and if I need a warrant repair, someone else will do it and I will send them the bill.

  They owe me $700 and I will not let them get away with ripping me off.

   

  

  Business response

  11/30/2023

  This customer has been taken care of and refunded.  

  Customer response

  11/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st I am not happy about registering a complaint. I have never done this before.On 10/12/2022 I had a service call for some noise in my garage door opener. The service man said I needed to immediately get a new opener and should not use mine anymore. I decided to have him install a new one. When he was done I noticed a loud noise ( different than the original noise) when the opener was being in used.He said he could not hear it. I was hoping it would go away but it did not. He came back out and said he still did not hear anything. He was very cooperative and tried to help but said he did not have the authority to do anything. The noise continued and it really bothers me. I can hear it through-out the house. Living in the house for over 20 years I have never experienced such a loud noise. Wanting to be sure it was just not me I called out another garage door company and paid for a separate service fee. They definitely noticed the noise but could not pinpoint the problem. I also called liftmaster and spoke with the tech support. While on the phone I had them listen to the opener in operation and they agreed that there was a loud noise. They are seeing what can be done. I am approaching the small print in the contract that gives a 90 day warranty but I am running out of options. I got absolutely no where with Elite Management. He said if they cannot hear anything they will charge me for a visit even though I have already paid close to $1000.00 Not sure what to do and my conversation with manager actually scared me. So I do not know how to resolve this. I will continue with Lift master and maybe need to have a new one installed by another company.

  

  Business response

  07/19/2023

  Evening, not sure why this response is barely getting to our office, noticed this was filed back in Jan 2023.   Have you since then, contacted our office and have we found a solution for you? 

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job was finished and paid in full on 6/4/21. The date of the Invoice for the transaction was 3/19/21 the total amount of the transaction was $11,513,27. They were replacing 2 openers that were not secured properly from the first install and they gave me a $6500.00 discount to install a much larger unit and replaced the concrete footer, so the new boxes were secured much better. They told me with no uncertain promises that the new system would handle the wind issues we have with the first units that were installed. They came to the property 1/11/22 to give me a diagnostic of the gate and charge me $495.00 to do that. They told me that I needed a new CSL CSW RSL *** UL *********** and asked me to pay them an additional $2273.00. In both the first and second problem with the openers and these new ones were both inside the 1-year warranty of the install dates for each one. I would say again, the wind issues I have in the area where I live, they acknowledged they were aware and said the new units would stand the wind problems. My answer to the BBB is that charging me an additional $2273.00 I am not willing to pay and told them I wasn't paying anymore. That was the only solution they gave me. The only solution left for me is to ask for a total refund of $11,513.27 plus the $495.00 for a total of $12,008.27 I have all the equipment and I would return all of it.

  

  Business response

  09/12/2022

  Good morning, my name is ******, Office Manager here w Elite.  I will look into this right away and go over your billing and see what's going on here. I will be in touch by tomorrow by the end of the day. Thank you,

   

  ******

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday July 25, 2022, their service tech came to fix my automatic electronic garage door that was sticking. It wouldn't close or open properly without stopping. The tech charged me over $1250 for less than an hour on the job, but the door still doesn't work. It wasn't working when the guy left and I realize now I never should have paid him. He gave me no paperwork and no receipt. The company doesn't respond to calls regarding complaints so now I am stuck with a broken door and no money. I am an 84 year old widow who just called the phone number on the original paperwork my deceased husband saved from the original garage door install 9 years ago. These people who responded took my money without fixing my problem. I am almost certain they are different owners who don't value former customers. They are operating under a different name using the phone number and reputation of a formerly good company. These new people just prey on unsuspecting elderly people who don't understand technology or shady business practices. Please help me. I can't afford another repair company coming in and ripping me off again.

  

  Business response

  08/12/2022

  Good Afternoon,

  I'm sorry you are having these issues. I would like an opportunity to make sure we are taking care of this for you right away. We stop by our workmanship & our warranty work.   Please give us a call right away so we can get this schedule.   Ask for David   ************.  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had purchased a service agreement with this company so when we had a problem with our garage door we called. We made an appt and the service men came out. I asked for a written estimate so my partner can look at it than we would book an appt for the repairs. The serviceman said it would cost $1100.00 if they fixed sameday. Meaning no time to look at estimate. We never received the written estimate and our many calls and emails have been ignored! 10 calls and 4 emails. They have an answering service so its impossible to actually talk with the company directly. I have been told that a supervisor will call me back but "NOTHING" I want to cancel my service agreement with them because the customer ********************** is nonexistent. We finally called another company to fix our door and the cost was ****** for same day service! Hummm

  

  Business response

  05/27/2022

  Morning, Service agreement was purchased back in 2021. We do stand behind our workmanship and what was purchased. 

   

  The previous invoice that was paid for back in 2021 is to make sure all parts are lubricated. Although, when the call originally came in, there were issues with the door. 

   

  Created Date: 5/11/22 8:23 AM 
  home owner / Existing customer Door not closing properly . Has to press button 7 times to get it to close . door age : 12 years . cll when on the way **********

   

  I met with cammille and explained to her the repairs that needed to be done for the garage door, cammille said she has to get mikes permission before doing any repairs. she said she spoke to **** but only wants an estimate. He's in meetings and not able to talk about the repairs. 5/13/22 1:31 PM A-***********************

   

   

  Above, is when the appointment came in for service for the garage door. And also above is the notation from the technician when he was out. We did recommend service on the garage door on what was needed.

   

  We can't refund an invoice from a maintenance package that was agreed on and purchased last year. 

   

  Thank you,

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I oven condo in Passegio ***********, ** community. There are about 100 condos with identical doors. My was demaged and Passegio HMO management ask me to replace it. I called Ellite Garage Door Service and Repairs (invoice attached). Their service man came and I told him the door must be identical as neighbors doors on each side of my condo. His offer was $1900 and we agreed to proceed. I paid him with my credit card. Their subcontractor came few days later to install: he gave mi his business card and told me to use the number on his card for further communications. In mid of work he asked additional $330 to install insulation strips. I had mo choice but paid again with my credit card. The door was installed and few days later I got the warning from Passegio HMO management that the door is not identical as others and has to be replaced or I will pay the penalty.I am not the door specialist and I noticed the door is similar but not the same. I called Elite subcontractor to come and replaced the door but he refused. I used his business card which was a bogus card with his **** name ***. Just ***: no first, last name, or address: just **** name and his phone number. He refused to do anything else.And the Elite number listed on invoice is discontinued. Be careful!!!!!

  

  Business response

  03/29/2022

  Morning, this was submitted to the wrong company.   We are only based out of Arizona, We are called Elite Garage Doors & Gates.  I do  apologize. 

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Elite come out to give us an estimate on routine service for 3 garage doors (none had any problems/issues). I was not at home when Elite arrived, there was never an estimate either written or verbal provided. My wife stated that they were inspecting and compiling a list of what was needed. She was presented with a **** for $5029.24 for service (which was paid in full).Additionally, one door is now inoperative and we are waiting for a service tech to come out.

  

  Business response

  03/16/2022

  From: ***************** <*****************>
  Sent: Wednesday, March 02, 2022 8:35 AM
  To: *********************************************
  Subject: RE: HI Ste, Follow up from ******, Elite Garage Doors &Gates, pleas read below, ******
  
  Check is going out this morning in the amount of $2,514.62.I will suspend complaints only after receiving verification of lien removal and no adverse credit reports.
  I appreciate the offer to send out your field manager,however, you are aware of the saying fool me once. I will have a reputable company come out.

   

   

   

  This has been handled with the customer, 

  Thank you, 

  ******

  
  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wish I would have seen the reviews before these fools came to fix my garage door. Lets see, $299 for a cable, $299 for the track-wheels, and $399 for the spring. About 30 minutes into what would be a basic repair, One of the workers said that a new motor was required because my door is "too heavy and the 1/3 HP motor was not strong enough to open the door." Immediately I began to research this company and see that this is the EXACT story they have been pulling on EVERYBODY. My wife said to go ahead and fix the motor (prior to the Rip-Off game). A credit/financing was going to need to be approved before they continued. I told them to stop the motor replacement as I have seen the reviews and how they s**** people out of their money. He tried to pull the, "It's too late I already started routine.They stopped but continued jerking my wife around with this "poor-motor" story and that, again, it's not going to be able to work. Funny though, it has worked for YEARS!! When they were done with the original repair, we asked what the total was. Sit down for this one... $2000!!! So, it DOUBLED because I refused to fall for the "Our motor is designed and built for this type of garage door" story. Even worse, one man actually tried to pull the old method of showing me a darken, dirty part of the track and said, "Look here, do you see this area? That is grease from the bearings going bad." When asked how did the $1000 quote go to $2000? The price for the spring was per spring!! Even when at the beginning I asked, "So the total is $1000? Someone seriously needs to put this company out of business. Oh....try calling the main number and speak to a manager; it will NEVER happen. I called and never received a return call from a manger.

  

  Business response

  12/06/2021

  Good ****** ******************,

   

  I see that our customer ********************** manager was able to reach out to you and seems as if she was able to come to a resolution.  If you have any other questions please do not hesitate to reach out.

   

  Thank you,

   

  *****************************

  Senior Operations Manager

*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. ↩