ComplaintsforOverhead Door Company of Lexington, Inc.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Overhead Door came out 8/2/22 to evaluate damage to garage door. I went with the insulated door to install. Aug, 17th the wrong color door was installed. I called the Office and complained . Aug. 23 they installed the right color door, but the material around the door was two different colors that didn't match so around the door was three different colors. I told them if they couldn't get it right for them to bring my old door back. I called the office and complained again .Aug. 24 The first two guys that came over on Aug.2nd I showed and talked about the issues with the colors and the other payment. I have neighbors and others come over and other issues we saw and talked about. I have details and pictures available upon request. I have talked to the Owner ****** a couple of times. ****** and I were to meet Aug. 26 at 12:00 o'clock . My brother and I waited and he never showed up. I called the office and no one knew about the meeting. Up till today still nothing. I called the office Aug.26 it was closed but I left a message saying I wanted to cancel my contract. The next day I called the office to make sure that they got the message. I was told my garage door was destroyed. When it rains it is creating a bigger issue as well as the different colors.

  

  Business response

  11/01/2022

  Below is OHD response to Mrs. *****’s complaint.

  On 8-2-22, Mrs. ***** called OHD to her house to fix her old garage door. Door was off track and was in disrepair. (See document ****** ***** - 8-2-22 Appointment, RS RS00305128-1)  On site, OHD Technician, *** ************ and Mrs. ***** discussed her options including her color options on a new door and Mrs. ***** decided to purchase a new door. ***'s notes state "Quoted new door. Put old door back in track and got it working for her while she waits for new door. 16’x7’ SS model 192 for $2425 w/ toho. She wants scheduled for 8/17. Collected half today ($1212.50). Contract was signed." Mrs. ***** signed a contract for a new door (See ****** *****, New Door Contract 8-2-22, Document_200-11-01_124008). Please note that on ***'s notes and on the signed contract Mrs. ***** selected a (SS) sandstone/taupe colored door. Also note that Mrs. ***** agreed to the terms of the contract, including "Notice to customer required by law". Within those terms she has the right to cancel the order within three days and receive her complete deposit refunded.  As requested by Mrs. *****, on 8-17-22 OHD returned to Mrs. *****'s home to install the door that she ordered. (See document ****** ***** - 8-17-22 Appointment, RI **********-1) OHD Technician, ***** ********* installed the 16x7 (SS) door as requested and contracted by Mrs. ***** on 8-2-22. As is included with all garage door installations done by OHD, ***** also install (SS) sandstone trim, as noted on Appointment.  At the time of install Mrs. ***** was not happy with the color she selected and wanted another color. as reflected in *****'s Notes "Customer prefers Dt to garage door". Mrs. ***** declined to pay the balance owed for the door she contract OHD to install, and requested that a different color door from the one she contracted to be install. She preferred a (DT) Desert Tan color door, and stated that she would not pay the balance until OHD meet her demand. Please note that she contract for a SS door and did not cancel the contract within the three days allowed.  As the owner I decided to make Mrs. ***** happy and absorb the extra cost associated with removing a door already installed and replacing with a different color door that was different from the original selection Mrs. ***** made. On 8-22-22, OHD Technician ***** ********* returned to Mrs. *****'s home and removed the SS color door and replaced with a DT colored door. He also removed the SS trim and replace with DT trim to match the door. (See document ****** ***** - 8-22-22 Appointment, RI **********-1). Mrs. ***** again did not like the color of the door and refused to pay the balance of the contracted work.  On 8-23-22, ***** **** VP of Sales visited Mrs. ***** house to get a better understanding of what specifically Mrs. ***** now wanted. She stated that she wanted the SS trim so that it would match the painted jambs on her house, in her opinion. ***** **** arranged for another technician come another day to change the DT trim back to SS trim. (See document ****** ***** - 8-24-22 Appointment, **********-1). On 8-24-22, OHD Technician *** ************ returned to Mrs. *****'s home to change out the trim as Mr. **** and Mrs. ***** had discussed. Per ***'s Notes, Mrs. ***** was not happy with either choice as described in his notes "****** isn’t happy with current trim. She currently has a desert tan door with desert tan trim. She isn’t happy with the option of replacing trim back to taupe (sandstone). She will not pay remaining balance due for door. ****** has been notified of the situation." Again, Mrs. ***** refused to pay the balance of the agreed upon contract. I contacted Mrs. ***** the following day. During our conversation it was apparent that Mrs. ***** wouldn't accept any solution accept short of OHD returning her deposit and OHD replacing her old garage door. In my opinion she is having "buyer remorse" and is looking for any way to cancel the contract, have her deposit returned and not have to pay the balance of the contracted work. There are three issues with this solution though. First, her old garage door has already been taken to the trash dump. All old garage doors are taken to the dump on the day they are removed from houses. Old door are usually in disrepair and can create a safety issue if they are installed a second time. It is the policy of this company to not sell second hand doors. In this particular case, Mrs. *****'s door was damaged and was the reason she elected to purchase another door anyway.   Second, within the contract she had the ability to cancel the order within the first three days. Mrs. ***** did not and her deposit is no longer refundable. Third, OHD has done everything within our company's power to satisfy Mrs. *****'s color desire while completing the agreed upon contract. OHD has incurred considerable expense trying to make Mrs. ***** happy with her garage door purchase. 

  OHD has completed all work agreed upon within the signed contract between Mrs. ***** and OHD on 8-2-22. Per the contract, Mrs. ***** agreed to pay OHD $2,425.00. Mrs. ***** placed a deposit of $1,212.50 in good faith that the contract would be completed by both sides. OHD has gone beyond the defined work within the contract to make Mrs. ***** happy with her purchase. Mrs. ***** now owes OHD $1,212.50 and this project is complete.

  Customer response

  12/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: I told them when they put in the first door if they didn't have the color I ask for we could cancel because the door they installed was not what I ask for.   My old door was damaged but it worked. I just wanted to change doors. The other company that  came over saw what shape  my door was in. The work that was done could cause more damage were water gets down in it mainly to the wall. They told me for extra charge  they could  change things.  I wrote down everything that happened and me canceling and not liking the work done. 
  
  Sincerely,
  
  ****** *****

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