If the door is unsafe right now
Safety comes before the dispute. If the door is off its track, hanging crooked or has a broken spring, keep people and cars clear and stop using the opener. Dominator's opener manual says the door, its springs and brackets can cause serious injury, and that a door needing repair must not be used.
A problem with the door job
Gather the details and talk to the door business
Write down what is wrong, and keep the quote, the invoice, photos and messages. Consumer Protection suggests raising it by phone or in person first, with someone who can sort it out.
Put it in writing
If talking doesn't fix it, make a formal complaint in writing, ideally on less than a page. Say what went wrong and what you want done, and include copies of receipts or the contract, not the originals. Consumer Protection says the business must deal with your claim in a reasonable time.
Know where you stand
Under the Consumer Guarantees Act, if a service falls short and the problem can be fixed, you can require the supplier to fix it within a reasonable time. If it refuses or takes too long, you can have it fixed elsewhere and recover the costs, or cancel. These rights apply with or without a warranty.
Go to the Disputes Tribunal
If the business won't put it right, the Disputes Tribunal can settle small claims up to $60,000, and Consumer Protection describes its ruling as a final decision. Its examples include goods that don't work properly and whether a tradesman has done work properly. You usually have to claim within 6 years of the event, and you can apply online.
Get help from Consumer Protection
Consumer Protection (MBIE) sets out your rights and each step of a complaint at consumerprotection.govt.nz. If a business has misled you, the Fair Trading Act is the law that applies, and the Commerce Commission enforces it.
Residential building work
If the job counts as residential building work, the Building Act adds to this. MBIE says a contractor must fix any defects you tell them about in writing within 12 months of the work being completed, and implied warranties apply for up to 10 years, with or without a written contract. MBIE's guide speaks about residential building work in general, so ask how it applies to your job.
The garage door rules page has more on contracts and warranties.
Wiring you think is unsafe
If the wiring for an opener or a gate seems unsafe, or was done by someone without a licence, stop using it. You can check an electrical worker on the Electrical Workers Public Register, and the Electrical Workers Registration Board has a page for reporting unlicensed electrical work, which it says it can prosecute.
Ask for the Certificate of Compliance too: the EWRB says it must be issued no later than 20 days after fixed wiring work is done.
A complaint about your details or about The Door Hero
If your details went somewhere they shouldn't have, or you are unhappy with how they were handled, the Privacy Commissioner takes complaints under the Privacy Act 2020. It asks you to try to sort the issue out with the agency first, in writing, and it says it won't accept a complaint if you haven't. You then complete its online self-assessment at privacy.org.nz.
The Privacy Commissioner can make enquiries, investigate or conciliate, but it says it can't issue fines or make anyone accept a settlement. What we collect, and who sees it, is in the privacy policy.
What The Door Hero can't do
The Door Hero has no power to refund what you paid, send a business back to the job or decide who is right about the work. Your agreement and your consumer rights sit with the business, and the bodies above can help you use them.