Better Business Bureau is asking customers to use caution when doing business with a local garage door company.
BBB’s Springfield Regional Director Stephanie Garland says consumers reported Access Door LLC failed to deliver ordered garage doors, did not provide refunds, failed to communicate, and provided poor customer service.
“If a company can’t deliver a product or service that someone has paid for, it is obligated to refund money,” Garland said. “Cutting off lines of communication with your customers does nothing to solve the problem.”
Access Door LLC has an “F” rating, the lowest on BBB’s scale, due to unanswered complaints.
In a news release, BBB provided information on the experience several customers had when dealing with Access Door, along with some tips on hiring a contractor:
A Springfield woman told BBB she hired Access Door LLC in June 2020 to install a new garage door at her residence, giving the business an $820 down payment. She said she was told up front that there would be a delay in receiving the door.
The woman said Access Door LLC refused to give her a firm installation date and eventually cut off communication with her.
“I got a couple of quotes and decided to go with the mom and pop business,” the woman said. “I wanted to help the small company out.”
The woman has not been able to get a door installed because she said she can’t afford it unless she receives a refund from Access Door LLC.
Another Springfield woman told BBB she paid Access Door LLC nearly $700 in November 2020 as a down payment for a garage door. She said the company gave her several installation dates but did not show up on any of those days. The business eventually cut off communication with her, she said.
The woman wound up building her own garage door. She is still seeking a refund from the business.
A woman from Harrison, Arkansas, told BBB she gave Access Door LLC just over $1,300 as a down payment for a garage door in September 2020. The woman said the company told her it would take two to three weeks for the door to be delivered.
The woman said Access Door LLC never delivered the door. She said she sent the business more than 30 emails over the last nine months. The woman said the business gave her a number of excuses as to why it couldn’t deliver the door.
“If a company can’t deliver a product or service that someone has paid for, it is obligated to refund money,” said Stephanie Garland, BBB Springfield regional director. “Cutting off lines of communication with your customers does nothing to solve the problem.”
According to Missouri secretary of state records, Access Door LLC was registered in August 2019. Joshua Hutton and Jennifer Reid are listed as organizers of the business.
BBB attempts to reach the business for comment failed and it did not respond to a BBB letter regarding what the company is doing to address its pattern of customer complaints.
BBB offers these tips on hiring a contractor:
- Research any business and its owners carefully before paying any money. Check the company’s BBB Business Profile at BBB.org or by calling 888-996-3887.
- Ask for references and contact them.
- Before paying, make sure you have a signed contract outlining what work is to be done, a timetable for completion, and an explanation of what happens if the business or consumer reneges on the agreement.
- Ask the contractor for proof that he or she is bonded and insured.
- Pay by credit card whenever possible in case you need to challenge the payment.
- Do not pay everything in advance. It is a good rule to pay a portion when you sign the contract and the final payment only after you are satisfied with the work.
- When work is completed and the contractor has been paid, request lien waivers showing subcontractors, and material suppliers have been paid for the job.