ComplaintsforOGD Overhead Garage Door

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a double garage door from Overhead Garage Door (OGD) and it was installed August 2020. It was installed at ****************************************************************. The first week of April the door has come apart and fallen, luckily didn't hurt anyone nor property. Multiple wheels are off the guide and wire is wrapped around the center bar. The door is half open and half closed. This door has fallen apart and I cant even get a return call from the service manager.They now tell me I had a 1 year warranty which is NOWHERE on my paperwork. A service representative came to inspect and says it cannot be repaired and needs replacement. Why would I have to spend another 2K when the door is new and obviusly FAULTY!This is a total failure of the door to remain intact and has NOT been damaged by me. They have said I should contact the manufacturer, but I purchased this from OGD and not the manufacturer.They have not responded to texts nor multiple phone calls.We as the public deserves to be protected from this lack of quality materials and lack of communication of our warranty rights. The door was sold to me and within 1.4 years it totally disintegrate is NOT standard use and lifetime of garage doors. My home is open to animals and possible burglars. I dont believe I should be liable to replace a faulty door.It has been alsmost 1 month since my complaint and OGD has FAILED to respond and replace my garage door.Thank you for your assistance.

  

  Business response

  05/02/2022

  I have attached pictures of the door from our service visit on 4.6.22. There is very obvious IMPACT damage to the bottom of the door. It is ****** obvious that the door was hit by something. Due to this fact, OGD should not be responsible for covering the door under warranty as the warranty applies only to manufacturers defects and installation defects. This neither one of these. The damage to the bottom of the door can only be done when making contact with something. 

  Customer response

  05/02/2022

  Complaint: 17004866
  
  I am rejecting this response because:There is NO impact on this door!  The first photo is from the inside and shows the metal separating from the door. This is located at the top of the door and is a stress bend where the wire and bracket have pulled it away from the door.  How can this be related to impact? The door itself has NO impact damage, it is being pulled on one side by the wire cable, and on the floor on the side where the cable is broken.

  The next photo shows the bend at the bottom of the door resulting from the left side cable has tension and the right side of the door is on the ground.  Neither the interior nor the exterior of the door has impact damage.  One side of the cable has pulled the door and there is tension subsequently bending this door in the middle. 

  I will obtain an outside opinion from a garage door installer and submit their opinion to BBB.

  
  Regards,
  
  *****************************

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  OGD was dishonest, incompetent, and they have not responded to any of my e-mails or phone calls. The garage door that they fixed (twice) and lied about (probably twice) came crashing down on my tenant's car and the door is now dented.On 7/7/21 OGD said we needed to completely replace our overhead opener. The one we had was only 9 1/2 years old. We paid $793.35. Invoice ********. On 12/5/21 the garage door jammed- it was stuck halfway and had to be manually closed. OGD came out and said if it was the fault of the installer that they would fix it free of charge. The technician (after talking to management), told me it jammed because the LED light bulb in the unit interfered with the motherboard and therefore I needed to pay $150 for him to do a full tune-up on the door. I couldn't believe an LED would do this, so *********************** got on the phone with me and said that I could call Liftmaster and they would say the same, but I needed to pay something so he dropped the price to $91 including tax. I contacted Liftmaster and the representative said that an LED light bulb does not affect the motherboard and the garage door couldn't have stopped due to an LED. I e-mailed the transcript to *********************** on 12/21/21 and asked for a total refund of my $91 and for an extended warranty in case there has been wear on the unit due to the installer's incompetence. ***** never replied. On the morning of 1/7/22 my AirBNB tenant was backing up her car when the garage door came crashing down on her vehicle. She messaged me to let me know how dangerous the garage door is. It could have crushed her two sons! This is a huge safety and reliability issue. I contacted OGD at 9 AM on the 7th. I was told *********************** would call me soon, but he never called. I sent him my complaint, the transcript with Liftmaster, the screenshot of my Airbnb guest's message, and the photos of my dented garage. We need full reimbursement and compensation. Still no e-mail or call back from OGD.

  

  Business response

  01/20/2022

  Our operations manager, ****** left a voice mail on **** to discuss. ****** can be reached at ************.

  Customer response

  01/21/2022

  Complaint: 16453033
  
  I am rejecting this response because: I would love to see proof that ****** tried to call me. Today is Friday the 21st. I don't have a single missed call from Wednesday, as my screen shot shows. I have called in about 10 times in the last two weeks and I haven't received any phone call, voicemail, missed call, or e-mail response from anyone. I just tried calling ****** on the number provided above and I got the same response I get every single time that I call in. "I'll leave him a note and he'll get back to you soon." He, and no one, ever does. I called in on Wednesday and reached no one. ****** did not call me. 
  
  Regards,
  
  *****************************

  

  Business response

  01/25/2022

  ****** and the customer have been in contact and will work out the issues

  Customer response

  01/25/2022

  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

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 30, 2021, I was charged $500.00 for "Materials" to replace/repair the springs on our garage door. As of this date, December 16, 2021, we have had no attempts to repair from OGD. We have called on a number of occasions to schedule the repairs or have our money returned. Twice in August, OGD scheduled to have the repairs completed. The technician failed to show up either time. The excuse given was the springs did not arrive as anticipated. In October we asked for a refund. We were told that it will be reviewed by their 'resolution team'. Two weeks later, we called back and were told that the refund was approved and that we would be contacted for details. Still nothing. All communication has been instigated by us.In two more weeks it will be a full six months that OGD has kept/stolen our $500.00.

  

  Business response

  02/02/2022

  Customer was refunded $706 on ********

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