Complaints policy
When a job booked through Surprise Garage Door Tech goes wrong, here is the route: how to tell us, the deadlines we hold ourselves to, and the Arizona offices that can step in.
Updated: October 2026. Contact: hello@surprisegaragedoortech.com or (623) 462-9118.
Telling us
Ring (623) 462-9118 and say it is a complaint, or write to hello@surprisegaragedoortech.com. Give the property address, the visit date, what you were promised, what you got, and photos if you have any. A technician still on site? Say that first; it gets handled before the day is out.
Two deadlines
One business day: you hear from a person, with the name of whoever is now handling it. Ten business days: a written reply reaches you, setting out what we found, the fix, and the date by which the fix is done. Workmanship gets looked at in person before anyone debates it. Fixes that sit inside the contractor's workmanship warranty or a maker's parts warranty are arranged. Fixes that do not are explained in writing.
Where the responsibility sits
An independent contractor did the work under the sheet you accepted from them. This site picked that contractor and booked the visit, so complaints about either land here. One about the contractor's work is put to the contractor by us, on your behalf, and we stay on it until it is closed. The referral disclosure describes the arrangement.
Going past us
Nobody has to use this process. If the contractor is ROC-licensed, the Arizona Registrar of Contractors (roc.az.gov) investigates licensed contractors' work and runs a recovery fund for homeowners. The Arizona Attorney General's Office (azag.gov) handles consumer complaints against any business. On a sub-$1,000 job done under the handyman exemption, the Attorney General is the route, which is why a certificate of insurance is worth asking for on every visit. Your rights under your agreement with the contractor, and under Arizona law, stay exactly as they are.
Insurance claims
If the complaint is tied to a storm or vehicle-damage claim, coverage is the insurer's call. The contractor documents; nobody here decides what is covered, and nobody waives or absorbs a deductible. Unhappy with the contractor's part, come here. Unhappy with the insurer's, the Arizona Department of Insurance and Financial Institutions takes those.
What we keep
A record of each complaint, the action taken and the dates, held for two years. Those records decide which contractors keep getting bookings. Repeated complaints about one contractor end the arrangement with them.