ComplaintsforCentral Valley Overhead Door, Inc.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a home in the ********** subdivision of Canyon Creek in ******, CA. Approximately 3 weeks ago, our garage door stopped working. My home was built 11/2019 and the garage door was installed new at the time. We called a technician out approximately two weeks ago from Central Valley Overhead Door, not knowing at the time that they were the actual installer of our door, to assess the problem. At the time the technician that came out stated that the spring on the door was broken, that this was a very common issue, and that they had even developed a work around to the problem because it was so common. Because of the cost of the fix, the age of the door, and the apparent faulty equipment, I contacted ********** to find out who had originally installed the door. Which happened to be Central Valley Overhead Door. I attempted to deal with Saul (he refused to supply his last name) to get this fixed. Though he agrees that a door shouldn't stop working after 3 years, he doesn't feel like his company takes any ownership in fixing equipment they know to be faulty.

  Customer response

  10/27/2022

  They only offer a 1 year warranty on the alignment of the door. My argument is that a garage door spring should last on the low end 7 years. This one lasted 3 years, two of which were in Covid, when we were all quarantined. I have had two professionals out to my house to assess the door, one from Overhead Door, who both acknowledged that it is common knowledge that the type of garage door that was installed has faulty springs. The technician from Overhead Door stated to my husband, before they were aware that they were the ones who originally installed the door, that this is such an issue that they have developed a patch so as not to replace it with a spring from the manufacturer. That is my issue, that I brought up to Overhead Door when I discovered that they were the ones who originally installed my door. At that point they tried to nullify themselves from the responsibility of knowingly installing faulty equipment by stating they didn't choose the equipment so it wasn't their fault, trying to place the blame on the builder Bonnadelle. However, Bonadelle states that Overhead was the one that acquired the door. My argument isn't about a warranty, its about them knowingly installing bad equipment, and then trying to get the consumer to pay them additional monies to have something fixed that they knew would break. 

  

  Business response

  10/31/2022

  Good afternoon ******, this is the first time hearing this. I just contacted the customer and left a message to get more information on what is going on. However the spring that broke that she is talking about is a common problem because springs have a 10000 life cycle. Meaning at the end of the lift cycle, the spring breaks. So depending on how many times she uses her garage door in a day is dependent on how long the spring will last. Here is a few tips on how garage door springs last that I will share with customer when she calls me back.
  
   
  
  approximately seven years
  
  Average Life Expectancy
  
  The average home opens and closes a garage door four times daily, and, with a 10,000-cycle torsion spring, this translates to a lifespan of approximately seven years. Thus, high-cycle springs can have lifespans that last from 14 to 20 years.Sep 29, 2015
  
   
  
  
  How Long Do Garage Door Springs Last?
  
   
  
  We've put together a handy guide below on the Life Expectancy of Garage Door Springs, but a general rule of thumb is 10,000 cycles or 3-5 years. 
  
   
  
   
  
   
  
  As a company, we recommend the spring is replaced after 4 years. Lasting shorter then that could mean they use the garage more then the average person. However I will get more information on this matter to see how we can take care of the customer.
  
   
  
  To resolve this, besides talking to the customer, do I follow back up with you in this regard?
  
   

  Customer response

  10/31/2022

   I am rejecting this response because:
  They are 100% lying have 0 missed calls from this company or voicemails. I also spent an entire week trying to resolve this matter with them. I can also provide documentation of the emails that they received as well. 
  
  

  

  Business response

  11/03/2022

  Good afternoon ******, I left a message for the customer. We will take care of it and no expense to the customer. Please let me know if you have any questions.
  

  Customer response

  11/30/2022

   I am rejecting this response because:
  
  On 11/1 ****, from Central Valley Overhead, called to say that they would be calling me to schedule the fix on my door at no charge. Two days later he sent the same to you. However, no one has called. And in fact on November 1, the company actually mailed a bill to my house for $100. Please see attached and date is was sent. 
  
  I do not feel like this solution was made in good faith, or that the company had any intention of repairing their mistake. I waited two weeks and had the door repaired by another company. I have attached the invoice. 
  
  I would like your assistance on getting reimbursed for the repair of $495, and get them to retract this ridiculous bill. I do not feel as though the company ever intended to make the repair as they stated. 
  
  I apologize for not sending this sooner as I have been sick with Covid for the last two weeks. 
  
  Please let me know if you have any questions, and if you need anything else from me. 
  
  Thank you, 
  ****** ********** 
  

  

  Business response

  12/15/2022

  ***** ********
  Fresno, 3:12:10 PM PDT
  
   
  
  outgoing
  
   
  
  Good afternoon, I apologize that we could not get this resolved. As was mentioned, I did speak with customer….
  
  ***** ********
  Fresno, 4:21:35 PM PDT
  
   
  
  However, I did follow up with the customer as I mentioned I would on the date and time stamp below…
  
  ***** ********
  Fresno, 3:12:10 PM PDT
  
   
  
   
  
  There was also another phone call that was made on the office phone that I can’t get the record for but was made about a day or 2 after the follow up call. The 2 above were from my cell phone that I have phone logs of. I even made mention if customer called back to get her on the schedule and we will do it for no charge.
  
   
  
  In regards to the bill that was sent, when we don’t get an answer from our phone calls, a bill is sent out by mail. Invoice was mailed out before the day I talked to customer. Since they I spoke with the office staff to zero out the bill. (Nothing is owed to us).
  
   
  
  
  Called and LM again. Mailed invoice.
  10/31/2022 4:00 PM
  
  
  
  Called and LM again re pymt
  
  10/19/2022 4:26 PM
  
  
  
  called and LM for pymt. calling again 10/18
  
  10/11/2022 2:04 PM
  
  
  
  called LM re pmt. Please collect pmt
  
  10/4/2022 3:51 PM
  
  Our accounts receivable did not know what was going on with payment as no phone call was made back to them to explain what was going on. Since I talked to customer, we zeroed out the invoice.
  
   
  
  Unfortunately there is nothing else that we can do. We tried contacting customer numerous times to help figure this out. Even to the extent, willing to do the work at no charge even when it was out of warranty. We can’t pay for another door company to do the spring change when we did not get a chance to resolve it. I mentioned over the phone on November 1st that we would take care of it. Even if my voicemail or phone call was missed on November 2nd and 2 days later, I think a phone call to us should have been made before getting another company to do it.
  
   
  
  Again, I apologize we couldn’t get this resolved for you. Have a great da

  Customer response

  12/16/2022

   I am rejecting this response because:
  Per usual the company is lying about following up to schedule the repair. I have one voicemail saying that the repair would be made and I would receive a call to schedule the repair. No other messages our calls from John or CV Overhead Door. Please provide me with the owner's name of this company as I will be taking them to court for the repair costs. 

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/20/21 I ordered 4 large shop doors from Central Valley Overhead Door, my sales representative was (is) **** *******. I was required to place a 50% deposit for the total order of $11,008. My deposit was therefore $5504.00 and was received and secured by Central Valley OverheadDoor. I have emailed and called **** and the business many times and have been given little to almost no correspondence about the delivery of my doors. I have called and emailed about possible solutions to my doors not being in stock, but they fail to call or reach out to me about an exact delivery date or alternative door that could meet my needs. I am looking for help as to seek completion of this job, get a realistic date of installation or a refund of my $5504.00 deposit. Thank you for your time.

  

  Business response

  01/14/2022

  Good morning ******,
  
   
  
  This is **** with Central Valley Overhead Door,
  
   
  
  I have went over the details and correspondence with the customer (**** *****). There has been some emails back and forth and from what I was told, a few phone calls have taken place.
  
   
  
  I did just talk to him over the phone, and made sure everything was good. We are keeping the doors on order. ETA end of January but let him know, those dates are not set in stone as the market we live in nation wide are experiencing delays. We will keep him updated on the dates we get provide from the manufacturer.
  
   
  
  At then end of the conversation he stated we are good and will withdraw his complaint.

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