ComplaintsforOGD Overhead Garage Door

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company called due to malfunctioning garage doors they originally put in 2 years ago. Currently doesn't fully close, or reopens, flickers lights. Company diagnosed and charged $500 with assumption that problem was fixed. Additionally, springs just replaced with previous owners. The problem continues to repeat itself and the company is called again. They come out at least 2 or 3 additional times with technicians working and leaving, problem repeating. Only 10/5 it is now stated, and not previously with initial visit that commercial springs $1500 needed. This was not originally diagnosed, and money was collected and they put on the non - commercial springs w/ previous owners within 2 years. They have extremely rude phone customer service. I would like this issue with garage doors resolved without additional fees given information provided. The alternate acceptable solution is to refund my money due to unfixed issue. I wasted several hours calling and awaiting call- back as well as missing work to be home for your appointments. I can provide the invoice and phone call log.

  

  Business response

  10/12/2023

  Hello ***************. I truly apologize for not providing you with a level of service that you are happy with. I am looking into the details of this now to come up with a resolution. That is our first priority. I do want to make note for clarification purposes. It looks like the work we did in 2021 was replacing the motor that was causing problems that prompted your phone call. We did install a high end jackshaft motor to pair with the large high-lifted door that you have for a total of $1050. We have not replaced the doors or the springs on the door. The visit in early September was the first time we have been out since installing the motor in 2021. You can find online that doors and motors should have a general service done on them twice a year, once at minimum. When you called us back out on 9/6/2023 you reported the keypad was showing a excessive force code. That would fall in line with what you might see on a door that needs to be serviced. We performed a tuneup on the door and replaced the rollers for a total of $480. If you are having issues again from that work, we will for sure honor the warranty you have see what is causing your current issues and do our best to work within your warranty coverage to get that issue resolved. Please keep in mind, that you have many other parts on the door that have not been replaced that are designed to wear out over time. We will do a extremely detailed inspection to assure that we identifying and correcting the problem. We will be in contact with you within 24 hours to get that visit setup. Thank you for your continued patients. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date: 9/7/23 After trying to put my garage door opener chain back on the opener socket. The tech. person admitted he was not familiar with my garage door opener and I would be better off going to a different company. As the worker was leaving he ask me to pay him for a service call. I don't think I should pay for a worker to come to my house and not be able to perform this task.

  

  Business response

  10/03/2023

  We would gladly refund the service call. Thank you

  Customer response

  10/04/2023

  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

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/12/23 Overhead Garage Door arrived to fix our garage door that would not go down. 15 min visit, $219 and next day garage door was not working again. 30 day guarantee was given and 2 separate appointments were set and Overhead Garage Door cancelled both appointments a couple of hours prior to visits. Now there are only 10 days left in the warranty period and they continue to make excuses.

  

  Business response

  10/12/2023

  We really do apologize that we did not live up tp your expectations of service. We really did make the best effort possible in the situation. We do not have a large labor force and we did have a technician who has been ill and we did communicate that to you on the days that we had you on the schedule the best we could. We have had 2 appointments canceled by you as well so I agree that it seems to have been a difficult task to get on the same page schedule wise. It looks like the last appointment that you canceled, you let us know that you had hired someone else to come and look at the door. Have you by chance had that visit take place? I really do want to come up with a fair resolution for both of us. What can we do in order to get this resolved? The visit that we charged $219 was a basic service to catch up the recommended servicing of the door that is supposed to be done yearly at minimum. We did not find any broken parts on the door that we would recommend replacing at that time. I would be curious to find out what the other company identified as the issue if they have came out already. I will have our customer service manager ******* contact you on Monday morning to get that information from you.  Once we have that, we will work quickly to come up with a resolution that is fair for both of us

   

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 23 2023 - Tech. #1 came out to replace a track and cable and fix the issue of cable birdnesting on drum. Tech said he replaced 7 feet of track on the right side & added a new cable and charged $580.00. July having issues again and the right side was making a horrible sound when the rollers came down to new track as the left cable birdnesting on drum. Tech#2 came too fix it on August 4, 2023. We were told that only the parts were warranted that the labor was over 30 days - charged $200 to repair the issues. Tech moved left track over toward the right but only on the bottom not the top track. Next day the left roller popped out. Tech #3 came out 2 separate times and no-showed a 3rd time. Explained the issues and new issues of the rollers coming out on the left since last tech moved the track over. He replaced the upper track on the right (remaining 7 feet 1st Tech said he replaced) He tried to convince us that the door would only get to three-quarters closed and then we would need to push it down the rest of the way. Explained that would not work as the door had worked fine prior to the May visit. He continued to adjust it and it continued to fail. Called the office to report our frustration, said they would send out a veteran tech. Tech #4 came out and made some adjustments and despite seeing daylight on the left of our door entry he adjusted the right track further too the right and creating more distance in the rollers and tracks and told us we need a new spring for $500. Rollers out on the left side, then the top roller on the right came out the door almost crashed onto our car and left cable birdnested. Called to schedule spring replacement and they sent Tech#2 back out, told us we didn't need a new spring. Stripped the sheetrock on the left side and mounted the track to garage door frame. Charged $274 dollars, left the scene to send out Tech# 7 that left without fixing the issues and told us our door would be manual and we needed a new motor and a new door.

  

  Business response

  10/12/2023

  ******, I am really sorry this issue has not been resolved yet. I can see that you have spent your hard earned money with us and the door is still not working to your satisfaction and I hate seeing that. Our customer service manager ******* is going to call and speak with you. She needs to get a better understanding of the situation and see what solutions we can offer you. Either getting the door to a satisfactory condition or refunding money spent seem to be the only 2 options at this point and our goal is to do which ever option fits the situation best. ******* will be contacting you within 24 hours. Thank you again for your patients. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two transactions, April 28 2022 and May 4 2022 - combined total of $3832.30 for new garage door and motor. Install was done incorrectly - motor offset too far to one side of large door. Complained and asked for service July 6 2022. *** claimed the install was good. Continued to have problems on and off since then, with the door occasionally catching and reversing direction. Door caught today 3/4 way up where it was not visible, minor impact to bottom panel of door when backing out. No damage to frame, tensioners, motor etc. OGD will not take any responsibility for poor install, will only quote the cost for a brand new door (door is 1 year old!!). OGD will not return phone calls. Working with another vendor to replace bottom panel and fix poor install. Seeking refund from OGD of $1015.43 to cover cost to repair and fix their poor install.

  

  Business response

  10/03/2023

  I apologize that we missed the text message you sent us about the issue. Our customer representative will contact you shortly. We show this issue is the first issue reported to us since we installed the product last year. The one reported issue was not due to anything being wrong with it and the appointment was canceled by you. You will hear from us shortly. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a general contractor. I asked my wife to call Overhead Door of ********* to schedule an appt for a customer. She googled it and ********************** populated. She thought this was the same company. They gave us a bid. We paid in full for 5% off. There's poor communication. Install date has been changed several times without them calling to tell us anything. When we call someone says that **** is on the phone and will call back. They never call. We ended up canceling our order and requesting a refund. 2 days in a row we were told we would receive a call. The call never came. My wife called again and was told we would be getting an email today to ask how we want our refund. Email was supposed to come yesterday along with a phone call. What we did get was a text message asking if we would keep our order if they refunded $500. This company is deceptive in making others believe they are Overhead Door of *********. The minute they get your money they won't return your phone calls. My wife gave her phone number several times asking that they call her and they just didn't bother calling either number. They are fast to take your money and then to ignore their customers. I'm now fighting for my refund since we're over a month in and still nothing. Save yourself the headache and go with a different company. I've used the other company many of times without any issues. Before this company attempts to say I signed a contract.... I'll let you know that I didn't. I've called the other company and ordered through them to satisfy my customer. They owe me a full refund. No work was performed and no materials were provided.

  

  Business response

  09/06/2023

  This was refunded in Full on August. $6424.82 was refunded. I have attached what you received

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good day I am emailing to express my dissatisfaction with the recent installation service provided by Overhead Garage Door. I called Overhead Garage Door to schedule an appointment to obtain a quote to repair a spring that snapped on my garage door. During the appointment, the technician recommended replacing the entire garage door, stating the cost to repair one spring would be $600, whereas a new door would cost $1300. After considering the options, I decided to purchase a new garage door with installation for a total cost of $1,904.45. The technician assured me that this amount would cover all equipment and hardware needed for the installation, including horizontal and vertical tracks. However, there have been several major issues with the installation process. First, the technician had initially informed me that the garage door was in stock and that I would receive a call to schedule the installation. Contrary to this, it took three weeks for the door to arrive, and I had to personally follow up on the delivery and appointment scheduling. Furthermore, when the technician arrived for the installation, it took several hours, and he had to call a co-worker for additional parts. The technician also claimed that our existing opener was burned up and would not work with the new door. I found this assertion questionable as there was no previous issue with our opener, and I decided not to proceed with purchasing a new one from your company. Moreover, upon inspection, it became evident that the installation was not done according to code. Several key problems were identified:New hardware was not installed;The new garage door was forcefully fitted onto the old equipment (photo attached);The fit is so tight that it could potentially damage our new door and opener (old or new). I called your office to address these concerns and ******. However, I was met with an aggressive response and no reasonable explanation for the subpar installation. I believe that when purchasing a new garage door from reputable retailers like ********** or Lowes, all equipment and hardware are included in the purchase price. Yet, I was told that parts were ordered and just arrived, which is puzzling as a new garage kit came with the door. Additionally, I question why the technician proceeded with the installation if he did not have all the necessary equipment/hardware. At the end of the service, I paid the balance without being informed of any missing equipment or the need for a return visit by the technician. It was only after I personally discovered the issues that I was told a technician would come to rectify the poor installation. My buying decision with your company was based on your Better Business Bureau membership, affiliation with a home service professional company, and rating as noted on your website. I trust that you will take my complaint seriously and take the necessary steps to rectify the situation, which under the circumstances is a refund. I do not wish to elevate this matter.

  

  Business response

  10/12/2023

  *******************, we are truly sorry that you had a bad experience with our company. This is not the typical representation of our business. I know we reached out when this complaint was filed and have taken action to correct your issue. It looks like the last visit we made on 9/6/23 resolved the issue at hand. I due apologize that the situation even got to that point in general. Thank you for your patients and understanding in the matter. We hope to earn your business in the future.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction- 3/27/23 Service provided- Replaced spring on garage door and "tuned up" the garage door.Amount paid= $325 Approximately 60 days after service rendered, the cables came off and I had to get door serviced. I have had garage doors for 25+ years and never seen that happen before. I called another company thinking it was OGD but it was not (Overhead Door), and they came and fixed the cables ($85.40), for now. They told me whomever replaced the spring, most likely used an incorrect spring as the tension is too strong. When you release the door from the emergency pull cord, it should just "float" but instead, the door wants to shoot back up. I was told by the other company it was a "hot" door and shouldn't be that way. I called OGD (On 7/21), explained my issue, asked for someone to come out and check/correct the door. The person who answered the phone (I think it was ******* but not sure) said they would reach out to Manager and get back to me. It has been over 2 weeks and no follow-up/resolution.

  

  Business response

  10/12/2023

  *********************, first and foremost, I want to apologize for the delay in responding to you. There is no valid excuse for that. It is 100% unacceptable on our end. I have looked into the situation and the solution is simple. We will have a technician on site asap. He will double check the work that we did in March. If that work was done incorrectly, it will be corrected immediately and you will receive a refund for the money that you had to spend with the other company. Our customer service manager ******* will be contacting you be the end of today. We will work hard to get this resolved quickly 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired this company in mid July, 2023 to fix a garage door that had come off the tracks. They came out and charged $50 to get it back on track. A week later it came off the tracks again. Once again we had someone come out and they charged us $210 to put it back on track. 4 days later it came off the tracks again and almost crushed my husband. Once again we had them come out and they told us we needed a new garage door. They gave us an estimate of $1999 to install a new basic door. Found out later the same door at many other companies is around $1300. On the date of the door install they were supposed to come out between 10 am and 12 pm. They never arrived and after calling all day they finally had someone arrive at 5 pm. They began installing the door and we could smell the garage door motor burning and smoking. They said it just needed to rest for an hour and then it would work. Well, it never worked again and we called them to come fix it once again. They came out and said we needed a new motor which would be $717. We called another company and they came out and said the installer of the new garage door had burned out the capacitor while installing the door. The new company we hired fixed it for $50 and ************ fine. We are were taken advantage of and instead of the OGD technician telling us he messed up when he burned out the capacitor, he tried to charge us to install a new motor. Which by the way is only about $450.

  

  Business response

  07/31/2023

  We apologize that you are unhappy with the service provided. What exactly are you wanting a refund on? The door install that you paid for is completed. I do not see how anyone can determine that ************** caused damage to a capacitor on the motor. For 1, they are known to go bad, especially on that particular unit. 2, it is an electrical component inside of the motor which we did not open up and mess with. 3, the other company was not on site while our tech was there, so for them to say that ************** did something to cause the capacitor go bad is just not possible. The price we quoted for replacing the motor is the price we ask for the brand and models that we carry. They are not comparable to the brands and models the other company was quoting. Some companies carry ************** brands that have low failure rates and provide an over all better quality. Naturally there will be some price differences but it doesn't always mean that anyone is trying to take advantage of anyone. Please clarify what you are wanting refunded from this job, as it sits, it appears you are asking for a full refund of a job that is completed. We will do whats fair to make you happy 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 6th 2023 I learned that work done on my garage door by Overhead Garage Door LLC on 11/12/22 was not done propoerly. They charged for work not done, parts that were not replaced, and parts that were not safe. I discovered this only when we lost power July 3 andI called for emergency servive. A tech from Overhead Door of ******** came to assess the situation. This tech informed me weighed the door and that the springs installed by Overhead Garage Door were for a 130 pound door, when my door weighs 170 pounds. He also said that items charged/ invoiced by Qverhead Garage Door were not replaced, inculding worn pullies, and old wire lift cables. They also improperly reset the operator resistance sensitivity which increased risk to people and property. Overhead Garage Door LLC has not responded to my complait and telephone and email request for a refund.

  

  Business response

  07/31/2023

  We have spoken with you about this complaint. You had a 11 minute long phone call with our customer service rep on 7/10/23. The information I have is this. We worked on the door back in November 2022. The door has worked with no reported issues from that day. The customer had another company come look at the door due to his power going out. When the power came back on, the motor was not working. The other company came out and determined that the work we had done was incorrect and parts were not replaced. At that point, there was not a phone call made to OGD, with no opportunity for us to verify this information. We have no pictures of the parts that were took off for comparison, we were not able to inspect anything to verify what the other company was claiming. We feel that if the springs were off by that much, the door would have not been able to operate at all. We would need to see the parts that came off the door before being able to offer any kind of a refund. We are fair and will take care of the customer if we can see that we did something wrong, but that has not been proven here yet, 

  Customer response

  08/02/2023

  Complaint: 20374890
  
  I am rejecting this response because: I sent a photo showing the incorrect springs and used cables that Overhead Garage Door company installed on my garage door. They charged me for new cables,then actually re-used old cables. And these were not affixed correctly. Three of the 4 cable ends were hand twisted instead of crimped fittings. The springs they installed were for a 130 lb door, when my door weighs 170 lb. When the power went out during the storm, I disconnected the lift mechanism and It took 3 people to eventually lift the door to retrieve our cars. By way of clarification: the motor only failed to work when the power was out. Once the correct springs and cables were properly installed (by a different company- Overhead Door of ******** Company) the door worked fine.
  I offered to let them examine the parts left by their technician. 
  
  Regards,
  
  *******

  

  Business response

  09/06/2023

  Correct. We received that information after the complaint was filed. Since the, we have refunded the customer in full. 

  Customer response

  09/06/2023

  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,
  
  *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩