Complaints policy
When a job booked through this site goes wrong, this is how to tell us, what we do and by when, and who else you can turn to.
Current as of October 2026 · hello@portstluciegaragedoor.com · (772) 303-4314
Telling us
Ring (772) 303-4314 and say you want a callback regarding a complaint, or write to hello@portstluciegaragedoor.com. Tell us the address of the property, when the visit or quote happened, what was agreed, what actually took place, and attach photographs if you have any. If the technician is still at the house when the problem appears, say so straight away; that is dealt with the same day.
Our timetable
One business day: a person confirms we have the complaint and names who is dealing with it. Ten business days: a written reply reaches you with the findings, the remedy and the date it will be done. A complaint about workmanship gets a site visit before anything is decided; the door is looked at first and argued about second. Where the fix is covered by the installing contractor's workmanship guarantee or by the part maker's warranty, we set it up. Where it is not covered, the reply says so and gives the reason.
Who answers for what
An independent contractor did the work under the paperwork you signed with that contractor. The booking and the choice of contractor were ours, so a complaint about either lands with us. When the problem is the contractor's workmanship we raise it with them for you and keep following it until it is put right. The referral marketing disclosure describes the arrangement.
Beyond us
You are never obliged to go through us. For a permitted job, meaning a new door or a full replacement installed under a Florida state contractor's license, the Department of Business and Professional Regulation at myfloridalicense.com takes complaints about licensed contractors, and the building office that issued the permit, whether the City of Port St. Lucie, St. Lucie County, Martin County or Indian River County, can send an inspector to look at permitted work. Florida does not license repair work, so for a repair your rights sit in the paperwork with the contractor and in the ordinary consumer-protection channels. This page takes nothing away from those rights or from anything Florida law gives you.
Storm and insurance matters
If the complaint concerns a storm or vehicle insurance claim, the carrier decides coverage, not us and not the contractor. We can supply dated photographs and the itemized quote; we do not decide claims and we never absorb, waive or hide a deductible. A complaint about how your insurer handled the claim belongs with the state's insurance regulator.
What we keep
Every complaint, what was done about it and when, is kept on file for two years. We read those files when deciding which contractors we keep sending work to, and a contractor who keeps drawing complaints stops getting any.