ComplaintsforOGD Overhead Garage Door

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the Overhead Garage Door because my door would come open after closing it. They came to make the repair August 19th. According to the technician the repair was made. I paid for the service and a service package. The following day the same problem happened. I called them again. They sent another technician. A couple days after that the problem continued. The tech came back and said that I may need a new door. I requested to be reimbursed for at least half of the amount I paid because I will most likely need a new door. I was communicating with ******* who has failed to return my call. She said she had to reach out to her leadership for approval. I have continued to call and leave messages for her, but she stopped returning my call. I would like to get your assistance in getting at least half of my money reimbursed. Thank you.

  

  Business response

  10/31/2024

  *** has resolved this matter with Mrs. ******* and fulfilled the request for a refund of half the payment made for the repair. Mrs. ******* has accepted this offer. OGD processed the refund 10/31/2024. We believe the matter to be resolved. 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a garage door installed and after two weeks, it pulled out of the wall. They came back to fix it and a few weeks ago, it did the same. The garage door came crashing down and slammed into the ground - I have young kids and this could have been very serious. I have called nearly a dozen times, spoken with several people, and still cannot get a call back from the customer service people. *** also missed several initial appointments and are telling me I need to pay a service charge for their faulty installation - they admitted that the first installation was not drilled into a wood stud, which is their fault. They also drilled several holes into the drywall and said they would fix it, and they never did. I need a refund on this for all of the headache here. I also need them to come fix this. *** also had to part my brand new *** outside for several weeks. This has been one of the very worst experiences Ive ever dealt with and I am very understanding and usually do not escalate issues.

  

  Business response

  09/26/2024

  *** has gotten this complaint settled with the customer, we have provided further repair at no cost and a partial refund of the previous service. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/29/24 we requested the following services be done to our 4 bay garage doors. We were having issues with bay #4. The door would not shut/open. Seemed electrical. A different company inspected the door a few weeks prior. They could not determine cause but did a full service on the door to include lubrication, etc. We were charged $150 for the service call. After a few weeks, the issue happened again. We called OGD to get another opinion. When service guy came we asked for the following items to be completed. 1. Please inspect garage #4 2. Please program two garage door openers to open bays #2, #3, and #4.3. Please program keypad to operate all four doors if possible. If not possible, please code the keypad to operate #4 garage door.My father was present when service guy arrived and went over instructions that were written out as stated above.OGD took it upon themselves to service all 4 doors at the charge of $375 per door. No mention of cost was given to my father prior to any of this work being done. They charged us a total of $1524.My husband arrived at 4 pm after work was complete and was told the cost was $1524 and paid. Here is where the issues start. We did NOT ask for all bays to be inspected. Neither my father nor my husband approved this work. When I called the company they said my husband approved the work at 230pm via signature before the work was done. This is a blatant lie. My husband was traveling and was at the airport at 230pm. He DID NOT sign for the work to be done at 230pm. He signed after the work was completed and was not a part of discussions on what was to be done. So he just signed at 4pm and paid. My father was not given any information on pricing. After discussions with OGD manager, he offered a $75 reduction to the service cost for each door. Which means we were still charged $300 per door. $900 over any work we asked to have done. This is bad a business. To top things off, now bay #1 doesnt open as it did prior to service.

  

  Business response

  08/06/2024

  Hi *****, we are sorry to hear you were not satisfied with your recent service provided by OGD. OGD was contacted and a call booked as the customer was having issues with some doors onsite, and a total of 4 needed attention/inspection. The person onsite with our technician verbally approved the work to be done when going over the customers requests, as we would not continue with any work before having it confirmed. Our technician provided the programming and other work requested by the customer. The programming does not come at no cost. All of the doors that OGD worked on had a basic service performed on them, as is standard and included with any service we provide, including programming. The programming requires inspection ahead of time, we would not be able to provide any service without an inspection of the product beforehand. The customer at no time before, during, or after the work was completed raised a concern about the work being done. At the close of the visit, the customer signed a completed invoice and paid the technician in full, also having no mention of concern expressed. The customer did not relay to the technician that they were unhappy or wanted to speak to someone regarding this. When the customer called and spoke to our office, we were able to hear her concerns, and offered a discount for her concerns of $300. At this time, while we feel that is a fair outcome, we can extend another $100 off, for a total discount of $400. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My garage door stopped working in March (the Saturday of spring break). I called out OGD. Their employee ************************* came out and almost $400 later it was fixed. I was charged for their base service fee which listed motor and such that was never done but was told that everything is lumped in like that for the service fee. Was also charged for the installation of a new trolly on my 20+ year old motor. At no point was a new motor suggested or the price for the trolly quoted. This was bad business practice in itself. Fast forward 6 weeks and once again my door stops working. I call OGD again expecting it to be under warranty - however I am told they do not stand behind their work longer than 4 short weeks. A different employee, *****, is sent out this time. I tell ***** how I just had the trolly replaced yet he continues to question the repair because what Im telling him and what he sees do not align. In fact he looks up my previous ticket so he can check. This is when I discover that I was lied to and charged for an entirely new trolley while only one piece of it was actually replaced. Also discovered I was charged for and engine check that I did not get. Furthermore, he was shocked that I was not recommended then to replace the motor - which is the only option at this point. As a side note it was mentioned that he had been fixing ****** work and encountering people hed lied to all day. I paid for the service fee (another $75 wasted) but did not get my new opener from this company seeing as they are untrustworthy and twice as expensive. I did however call to speak to a manager about their dishonest service. I have called more than EIGHT times without so much as a call back yet. In fact when asked about the reason for my call - I even had one employee laugh about it as he claimed I would be called back (yet again ANOTHER lie from this company). I want my money back for this companys fraudulent charges!

  

  Business response

  07/16/2024

  Hi, *** has spoken with ******, and resolved the complaint here and offered a refund for the services. We believe the complaint has been settled with the customer and OGD. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 11, 2024 I called OGD for repairs on my 14 X 14 roll up garage door because I had tried to close the door and a latter was in the way. The door became unraveled sightly before I could hit stop. Two days after his due date at 6 **** the repairman arrived. He unraveled the door quickly by pushing up on it in the middle of the door. I was told the circuit board was bad although the motor had been working. I told him to do what was necessary to fix the door. He said he would order the part and call when it came in., he gives me an estimate of $2639.00 and said he needed half to order the part. With in minutes after he left the door was half open so I pushed the down button and it worked. I called ***** cell phone and said he would cancel the circuit board and he would come back the Friday 14th or Monday 17. he shows up about 6 Friday the 21s t . he did adjust the limits and after I ask him about **** the tracks, he said he would put some grease on the chain. When I ask about some money back from the $1319.50, I had already paid him he says its out of his control and he needs $160.50 more that I would have to take it up with the company on Monday as you were closed, he also said that OGD was cheaper than other most companys and he was guaranteed $2000.00 per week. I called three door companys the highest being Overhead Door which charges $295.00 service call and $145 per Hour which would be half of what you charged. I think your charges are outrages and your customer service is worse. That dab of grease on the chain cost me $255.00 although your invoice that lubrication of all moving parts is part of the so-called package that was not done. I was never given any options on the repair. I am asking for a Return of the $255.00 Chain lube for reasons already stated and my Veterans discount I was promised.

  

  Business response

  07/15/2024

  Hi ***, we are sorry to hear about your experience, and OGD has refunded the cost of the circuit board not received, to you. For further details on this refund, please contact our main office line and press 1 for the commercial department. We believe that this should amend and conclude the complaint. Thank you. 

  Customer response

  07/15/2024

  Complaint: 21955662
  
  I am rejecting this response They did not respond to the $255.00 charge for chain lube when invoice clearly states as part of the $1225.00 Door package lube all moving parts. **** also did not address the veterans discount of 5% I was told but did not receive. I have talked to the local people they do not return calls,
  
  Regards,
  
  ***********************

  

  Business response

  07/18/2024

  OGD's commercial customer service manager *********************** spoke with the customer today 7/18/24, as well as the very last time the customer called us on 7/1/24 for 20 mins. ODG has refunded the service in whole to the customer for the troubles here. We believe this to be resolved in full with the full refund to the customer. 

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4-15-2024 I paid OGD $1236.20 to replace the bottom panel on my garage door that they also installed previously. While their OGD installer was installing the panel, ******** (the installer) broke two of the four bolts off that hold the bottom roller panel to the door. He advised me that two bolts was enough to hold it. I called the company and they sent ******** back out at which time he put one bolt in between the two bolts that he broke off and said that was good enough to hold it. I called the company again and told them that I would like the panel to have all four bolts in it as it was engineered and manufactured that way. I have called several times and emailed and have been told that they are looking into it. ******** came back out for an unrelated issue and told me that the company advised him that they had fixed it good enough and they were satisfied with the three bolts.

  Customer response

  07/10/2024

  Better Business Bureau:
  
  I would like to inform you that this issue has been resolved with OGD.

   

  Thank you for your time.

   

  *******************

  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My door was broken. I did business with them. When i went to check the manual release the door came crashing down. I had another company to fix the problem. They stated that the wrong size springs were used by Overhead Garage Door.

  

  Business response

  06/18/2024

  OGD has been in communications with **************, including speaking on the phone on multiple occasions. I spoke yesterday with ************** and we went through his invoice together, and he agreed everything looked as it should and reflected the correct information. I was awaiting him to send a diagnosis from another company he called saying we did the wrong springs which I did not receive, however when ************** and I spoke yesterday he told me that he told the other company we used our high cycle powder coated blue springs, but those were not up there so they told him they were wrong. In our discussion yesterday, going over the invoice the customer was aware that he did not move forward initially with the powder coated high cycle springs, nor was the customer charged for the upgraded springs. ************** told me on this call that everything was resolved and looked correct to him. When I inquired with ************** if he was still going to send me this diagnosis from the other company stating the wrong springs were installed, is when he told me that it was in reference to them not being high cycle springs, not wrong springs. We were and are under the impression that this matter is resolved. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OGD El Paso sent a technician to my house on 25 April 2024 to replace a garage door spring. Tech showed up and asked if I would like to have it replaced cheaper as a side job (cash). I declined because I wanted to pay OGD for warranty purposes. When the job was completed I paid the Tech $500 via smart phone app. two months later I call OGD to have spring adjusted (not balanced). *** said they had no record of the job. I have an invoice with company letter head and proof of payment on my credit card bill. OGD El Paso said they would come back out but charge me for it even thought THEIR employee committed fraud. Unacceptable customer service. Please help.

  

  Business response

  06/11/2024

  This order was originally placed on March 8, 2024. We placed the material order that day for a custom sized 16' x 6' 6" garage door. On March 26, 2024 we received the door, and scheduled installation for the following day March 27, 2024. The technician arrived on time and completed the installation, when finishing up he realized the manufacturer had failed to include the vinyl trim molding that we ordered. We immediately contacted the manufacturer, and submitted a claim for the missing materials. The next morning we received a call from the customer saying he would not be able to meet us on-site to sign off on the work after the trim was installed, and that he refused to communicate with our technician any further. We have been unsuccessful in attempts to reach the customer since that date. We were never notified that any material remained on-site, or that anything was laying in the customer's grass. We would be happy to remove and haul off any and all material left behind, and we have the replacement trim on hand ready to be installed as soon as next day, and we will reach out today to schedule a time with the customer to come and replace that trim and haul off whatever materials were left onsite.
  

  Customer response

  06/11/2024

  Complaint: 21827011
  
  I am rejecting this response because: they are referring to some other job about a garage door and vinyl trim. My job is about. A garage door spring and their employee committing fraud by taking my $500 payment instead of it going to OGD.  I think they got their records mixed up. My complaint is as follows:

  OGD El Paso sent a technician to my house on 25 April 2024 to replace a garage door spring. Tech showed up and asked if I would like to have it replaced cheaper as a side job (cash). I declined because I wanted to pay OGD for warranty purposes. When the job was completed I paid the Tech $500 via smart phone app. two months later I call OGD to have spring adjusted (not balanced). *** said they had no record of the job. I have an invoice with company letter head and proof of payment on my credit card bill. OGD El Paso said they would come back out but charge me for it even thought THEIR employee committed fraud. Unacceptable customer service. Please help.
  
  Regards,
  
  *************************

  

  Business response

  07/18/2024

  *** sent a tech to the home of ****************. The technician quoted the customer for an *** provided spring replacement. The *** provided spring replacement was quoted for **************** at $340.28. *** is very clear with our customers how we accept payment, we send our accepted payment options in a text ahead of the technicians arrival, stating that *** accepts debit card payments, credit card payments, or checks made out to ***. The customer, aware of this information and with the quote for ***, opted to do some other work with the technician, not paid to ***, as proved with the payment receipt the customer provided us, as well as the form of payment being an app payment of some sort which *** does not accept, for $500. When the job was closed out showing *** was onsite for only 28 minutes, *** sent the customer a copy of their $0.00 *** invoice. The customer indicated that he had called the technician directly and the technician was no longer answering so he decided to contact us. When speaking with the customer, he acknowledged that the work was not done through *** nor did *** take his payment for any work. *** cannot be responsible to warranty work that was done outside of ***, however as we stated when we spoke directly to the customer we are happy to offer our services and send a different technician out to do an inspection and see what work *** need to be done at this time. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint regarding the unprofessional and incomplete service I received from Overhead Garage Door company , located at **************************************** On March 23, 2024 I contracted OGD for garage door replacement. The service was promised to be completed by 2-3 weeks with a new single white garage doorHowever, the service was not completed as agreed, and the work that was done was incomplete Specifically, the garage door trim work was not completed and the color of the old garage door ( dark brown) did not match and was damaged.Despite my attempts to resolve this issue directly with OGD on April 20, 2024 there has been no satisfactory resolution. OGD has either failed to respond or has not addressed the issues adequately.I am seeking full completion of the work and removal of the remains of the replaced garage door and new sod to repair the damage caused by the old garage door that was left lying on the grass and photographs of the incomplete work.I appreciate your assistance in resolving this matter.Sincerely,***************************

  

  Business response

  07/18/2024

  OGD has spoken with ****************, and we have gone back to his location to complete the install as stated and got the old door hauled off. We do believe this has been resolved with the customer, and we again extend our apologies to **************** for the extra appointment needed to get this completed. Thank you. 

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called and told them my garage door didn't open and they sent someone out to fix it. He told me they had 3 different packages. I thought I had to buy a package for them to fix my door so he lubricated the rollors and adjusted the eye but my garage door still didn't open. He had some old garage door eyes that he was going to throw away so he put one of those on to omake the garage door open. I would be satisfied if someone just came out and put new parts on my garage door to make it open and shut.

  

  Business response

  05/30/2024

  OGD offered to come out under warranty to address any concerns ****************** was still having on April 25th. We did not hear back from the customer to this offer for warranty. We have since reached out to the customer again to get a warranty set up to address these concerns, however we still have had no response. We have attempted resolution with the customer. 

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