Complaints

This profile includes complaints for C H I Overhead Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  C H I Overhead Doors

  1485 Sunrise Dr Arthur, IL 61911-1684

• 

  C H I Overhead Doors

  PO Box 260 Arthur, IL 61911-0260

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two C.H.I. garage doors with defective screen printing. It now looks like major deterioration of the finish on the doors. The problem began in year 4 and has gradually grown worse. The dealer looked at the doors and said they have had other reports with the exact same issue. The problem began within the five-year warranty but I thought it was simply dirt on the doors and I never got around to thoroughly cleaning the doors and contacting the dealer until now (doors are now 8 years old.) I DID NOT think the screen printing was coming off the doors when this began or I would have immediately contacted the dealer. The dealer submitted a warranty claim and I was told I need to pay $2,000 to correct a known manufacturing defect with the screen printing. Even car manufacturers will repair defects after the warranty period has expired.

  Customer Answer

  Date: 11/06/2024

  I was contacted by the local dealer and I was told C.H.I. Overhead Doors will provide the replacement panels at no cost. I must pay the labor costs to install the new panels. However, I have not yet been contacted and given an installation date. I was told it may take two to three weeks for C.H.I. to deliver the replacement metal panels to the local dealer. I will hopefully be contacted this week and given an installation date. Thank you.

  Customer Answer

  Date: 01/31/2025

  The issue has been resolved. C H I Overhead Doors agreed to replace the defective doors. There was no cost to me for the doors, but I had a pay the local dealer to install them. Thanks!

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A year ago I purchased (6) 12'x14' CHI insulated doors and had professional installation by Cobalt Overhead Doors. Over the past year, many panels have developed blisters where the metal surface disbonds from inside layer. Seems to happen when sunlight hits the panels, so the South facing ones bubble in fall-spring and North facing ones bubble in spring-fall. SEVERAL times the installer has replaced the defective panels, but the replacement panels soon do the same. A couple months ago the installer replaced ALL 42 DOOR PANELS with NEW to correct. BUT...10 days have passed and about 50% already have bubbles (see photos)!!! The North side ones aren't bubbling yet, but I'm quite sure they will also when sunlight gets onto them.

  Business Response

  Date: 10/07/2024

  Good morning.  

  We are in contact with our local distributor and working to provide them replacement product which is covered by the warranty.

  If Homeowner has further questions or concerns we would be happy to discuss at their convenience.  

  Best Regards

  Chris Jones

   

  Customer Answer

  Date: 10/08/2024

  Complaint: 22364051
  
  I have reviewed the business' response and am rejecting it because:

  Inaction by CHI Overhead Doors, Distributor, supplier, or manufacturer to even look at the defective panels, nor have any discussion with me, nor provide a path/timeline to replace them.

  This problem has been on numerous door panels installed numerous times over the past year and a half.

  The most recent panels were installed on Sept 21, 2024, It is now October 8th. only a few days shy of three weeks and while have made my schedule 100% open to meet at the property anytime to inspect, review, and come up with a solid plan to provide proper quality replacements...not a single Representative from the distributor, Supplier, or CHI Overhead doors has come to look at them, nor even called to discuss anything with me.

  This is beyond frustrating after paying approximately $45,000, nearly two years ago, numerous deficient quality panels installed, and now 75% of those panels less than one week old have delaminated... and NO ONE FROM CHI OVERHEAD DOORS has even looked at the problem., nor contact me to discuss, nor offered a solution/and/timeline to do so.

  Sincerely,
  
  James Greene

  Business Response

  Date: 10/15/2024

  Homeowner has now been contacted by both the local distributor and by CHI directly. We expect satisfactory outcome and will continue to monitor no-charge warranty replacement order.  

  Best regards,
  Chris

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID 22364051 and am satisfied with this resolution. 
   
  Sincerely,
  
  James Greene

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 20, 2018 - purchased 2 plant wood tone cedar garage doors from their distributor. installed winter of 2019 Issues with windows all leaking in 2019 - removed, caulked inside and out - caulking failing in 2024. Issues with paint 2024 - see attached pictures. These are "wood tone" painted doors and should either not be down to the bare metal (up close pictures) - or should have a wait to treat them from the beginning to increase longevity. We should not have to replace these expensive doors after 5 years. Desire repair or replacement.

  Business Response

  Date: 09/13/2024

  Good afternoon.  

  Doors are three years past the warranty expiration, and not covered under warranty.  Upon researching this inquiry we confirmed alternative actions have been taken to provide replacement product and resolve this for the homeowner to their satisfaction.   Reference CHI order codes  ********* and **********.    I have also reached out to the homeowner directly to ensure they have C.H.I. contact to assist them through completion of the repair. 

  Best regards,
  ***** *****

  Customer Answer

  Date: 09/17/2024

  I have been contacted by CHI directly and they are addressing my personal issue.  This complaint can be closed.  Customer satisfied by CHI's actions.

• Initial Complaint

  Date:07/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Garage door supplied by CHI Overhead Doors ****** ******** was ordered by Tri-Lakes Garage door Originally Ordered 10/7/2021 Arrived 12/2/2021 Installed 4/20/2022 by Tri Lakes Garage Door Reordered due to damage 4/21/2022 Price: part of New construction by ******************, so not disclosed to homeowner I'm told it is somewhere in a warehouse but the delivery date has been pushed back over and over (over 3 months) and new orders are recurrently being give priority by CHI Overhead Doors so our product gets bumped from the available transportation space.

  Business Response

  Date: 09/01/2023

  We have confirmed that the latest order from Factory to C.H.I.'s **************** center had shipped an incorrect section and caused delay.   Correct product has been re-ordered to be produced the week of 9-18-23 and then shipped to our ******** Service center.  Reference C.H.I. order # OCD3604097.   Additionally, we working to determine if it is possible to improve these dates and will communicate with our installing Dealer with any changes. 

  Thank you. 

   

   

• Initial Complaint

  Date:05/30/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased 2 garage doors (1 Car, 2 Car) from them in August 2020. I am on my 8th warranty issue replacement door after almost 2 years on the larger door. Each time they replace the door the product lasts a few weeks installed and then immediately begins to "bubble". You would think that after replacing 8 doors over almost 2 years they would have changed some of their production practices. I don't know whether it is them using cheap Chinese steal or not allowing the foam insulation to cure properly, but regardless 8 bad garage doors in a row is something to be absolutely ashamed of. This last door was installed on Friday May 20th, 2022 and by Thursday May 27th the door already "bubbled". I need both doors refunded (I can't have 2 different doors from 2 different manufacturers) and a significant compensation for my 2 years of hassle.

  Business Response

  Date: 06/07/2022

  Thank you for reaching out to us.  

  Our products are sold through an installing dealer that is independently owned.  I will reach out to Mr. ******** to determine where his product was purchased and work with that installing dealer to resolve any warranty concerns. 

  Regards,

  ***** *****

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

  Customer Answer

  Date: 06/09/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  CHI has been working with MAC Garage Door (Dealer Installer) on this issue for almost 2 years.  They've been out to my home 8 times since Aug 2020 either reinstalling an entire door that deteriorated or individual panels that have deteriorated in which CHI has replaced under warranty.  CHI is well aware of this situation.  I left ***** ***** a vm and email and have not heard back from him yet.
  
  Sincerely,
  
  ****** ********