Saint Paul, Minnesota – June 28, 2011 – Customers are contacting the Better Business Bureau of Minnesota and North Dakota (BBB) to report problems they’ve experienced with Pro Door Supply, a company located in Bemidji, Minnesota, which sells garage door parts and hardware online. Complainants state the company failed to ship ordered merchandise as promised, but charged their accounts immediately.
Many of the complaints processed by the BBB state the company has been unresponsive to phone calls and emails in regard to missing orders. Some customers report they were unable to cancel their orders or receive tracking numbers to monitor their progress. In some cases, customers did receive their orders after filing formal complaints with the BBB, though the company has provided formal responses to just two complaints brought to their attention by the Better Business Bureau. 28 complaints against the company have been closed as unanswered and 14 are currently pending.
“A clear pattern of complaints has emerged against Pro Door Supply,” said Dana Badgerow, president and CEO of the BBB. “Unfortunately, the company has not been responsive to us or their customers, and that’s always cause for great concern.”
In June of 2010, Pro Door Supply contacted the BBB and requested copies of all outstanding complaints. The BBB forwarded copies of the complaints as requested; however, the Pro Door Supply did not provide responses to those complaints. Currently, the company’s phone line seems to be out of service, though their website is still operable.
If you’re considering ordering form online vendors, the BBB recommends you:
- Check the company’s Business Review at www.bbb.org
- Pay with a credit card. It’s best to use a credit card, because under federal law, the shopper can dispute the charge if he or she doesn’t receive the item.
- Keep documentation of your order. After completing the online order process, there may be a final confirmation page or the shopper might receive confirmation by e-mail. The BBB recommends saving a copy of that as well as any e-mails for future reference and as a record of the purchase.
- Know your rights. Federal law requires that orders made by mail, phone or online be shipped by the date promised or, if no delivery time was stated, within 30 days. If the goods aren’t shipped on time, the shopper can cancel and demand a refund. There is no general three-day cancellation right, but consumers do have the right to reject merchandise if it’s defective or was misrepresented. Otherwise, it’s the company’s policies that determine if the shopper can cancel the purchase and receive a refund or credit.
