ComplaintsforOverhead Door Company of Portland

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was under contract to install 4 garage doors. After completing most of the installation, I received an invoice. However they failed to install the weather stripping. I was told it was it was out of stock and would be installed once received. 9 months later they sent me another invoice but had not scheduled the work. I completed the work myself and released payment while withholding an amount for my time and material. ($1900). The company continued to demand payment for work that they have not completed. I gave them the opportunity to complete the work themselves, they did not respond for 2 months in which they simply sent another invoice.They have not performed the duties of the contract for an almost a year, yet demand payment for the work and have threatened collections.

  

  Business response

  11/16/2023

  ************* , while we do acknowledge the issue with perimeter color black weather seal unavailability in the color to be provided for a prolonged period after your install. We feel as though your $2,000.00 deduction is not a fair assessment of value. We have already credited you $370.00 for time and materials. We know that it would take a person 2 hrs. to perform the work that was to be done and worst case scenario 3 hrs. but that would be a stretch and a padded assessment of time needed.
  
  Our Industry has had extreme problems with component availability during the last couple of years this component was one of those items at that time frame that was causing us to have stock problems. Creating a back log of unfinished work in addition to an already challenging work load.
  Our longstanding reputation is not one built on not finishing or making good on a problem that occurs from our work.

  Customer response

  11/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have had ongoing communication with Overhead Door as they have continued to try and have me pay for work that they never completed.  They have offered a consideration for the remaining work which I have informed them is not enough, and although I have completed the work myself, have offered for them to still complete the contract themselves.
  To start, it is helpful to understand the overall timeline of the communications.  While I have a decent paper trail with email communications, some communications were made over the phone and I only have my best recollection.  The initial contract for 4 Garage doors was made 8/25/2022.  Workers from OHD completed a partial install of the doors on or about the 12th of December 2022.  Without hearing anything from OHD for a few weeks on why the job was left undone, or when they would complete the job, I reached out on the 27th of Dec to inquire about the finishing of the install, to identify some install issues, and to inquire about an apparent miscommunication on the products that were supplied (one door simply was not as expected, but I understand that miscommunications happen and I dont hold it against OHD.). 
  

  A sales rep came out to the site shortly after my inquiry, reviewed my concerns and indicated that he would send me a quote.I received no quote from Overhead door for 2 months, but rather received an invoice for the remaining balance.  I called OHD and explained that they had not completed the job, that I was waiting for them to provide with a quote for the changes and for them to install the weather stripping. *********** I had explained this to OHD, I received the quote from the sales rep. *********** receiving the quote, I approved the change order within 2 days of receipt.  About a month later in March, the job had not been completed or scheduled but I received an invoice in the mail.  I called OHD and explained that the work was still outstanding and to please correct the invoice to remove the interest charges.  They said they would and that they would get it scheduled.  However they never got the project scheduled.  This happened again in June where I received an invoice, I called to indicate that the work was not completed and that they needed to do the work.  I was again assured they would be out to complete the work.  Finally, I received another invoice in August, again I told OHD that the work was not done, after which I was assured they would schedule me.  At that time I decided that any reasonable consumer would presume that the company had no intention to complete the work but wanted to collect the money. ***********all the contract was over a year old, the company had been informed multiple times by me that they needed to do the work, and they made no efforts to complete the work.  I therefore purchased the weatherstripping from North Shore Commercial Door Company and installed it myself.   

  Issues arose in September when I reached out to OHD to inform them that I had the work completed at this point and asked what consideration should be made for the work left undone by them so that I could pay them for the work that was completed. (More on that below).  Generally the conversations were tense and *** was very rude explaining that it was my fault that I had hired someone else and that I should have called before hand to tell them I was going to have someone else complete the work.  When I explained that it had been 9 months since the partial install, and I had made repeated attempts to get the project scheduled, I was told "We were not aware it was an emergency item".  This conversation ultimately ended without a resolution on the consideration, and me suggesting that they could come and complete the work despite the work I had done.  I received no response until November 14th when I received an invoice and was told that the invoice would be sent to collections, at which time I escalated this issue to BBB.
  

  In regards to the consideration. OHD indicated that they could credit the account ~$367.  Since my cost of materials alone for the weather stripping were $306 I felt this was an unfair figure.  I calculated the figure based on the following and shared those figures with OHD. Weather stripping Materials: $306 Labor: 2 People x 8 Hours @ $105/hour (local handyman rate)  = $1680 Total: $1986.
  

  While I understand OHD has better economies of scale on ordering the materials, I dont have that benefit.  Similarly I dont have the expertise of instal so it took longer than one of their installers.  It is also worth noting that because the house was now completed and painted extra time had to be taken not to damage the paint or caulking which would not have been the case if the weather stripping was installed onetime.  OHD suggests that it should take 1 tech 2 hours to complete the install, but the manufacturer of the product recommends two people, similarly they require that the seal be laid out for 24 hours to straighten the product.  So 2 hours is not realistic to complete the install correctly.  This consideration therefore did not value my time.  It also doesn't take into account my actual time value of money, I used a handyman rate in estimating the remaining value.  Lastly, one could also argue that the lack of performance caused more issues managing pests, and cleaning from the elements entering the garage from the lack of seals.
  

  In **** response to this BBB complaint they indicated they have supply chain issues.  While I can sympathize with that as a small business owner, I was able to source the materials without issue.  I would also be curious as to weather any jobs installed between December and September had weather stripping installed, if so, this shows a simple unwillingness to complete the job, not because of supply chain issues. 
  

  In any case, the amount of consideration appropriate for this installation is a bit irrelevant at this point since it's just a matter of non-performance of a contract.  OHD did not complete the scope of work. *********** repeated attempts by me the consumer to get them to complete the contract, and their refusal to do so, a reasonable person would conclude that there is no intention by ODH to carry out the contractual obligations.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  11/22/2023

  **************
  As the son and 3rd generation of a family business that has been embedded in this community with a reputation of providing quality, honest and respectful customer service for 85 years, I apologize you feel so strongly about us dropping the ball on items aside from the actual scheduling that we have absolutely zero control over. While I cant say for certain 100%, I find it hard to believe that anyone you spoke to here was intentionally rude or disrespectful unless they felt they were being spoken to in that same manner. We may have dropped the ball a bit on getting out to you ASAP after we actually had the material in our possession, we did attempt to make it right. You deciding to install it yourself with the help of a handyman is fine, what local rate were you going by?
  
  OHD suggests that it should take 1-2 hours for a tech to complete the install, but the manufacturer of the product recommends two people, similarly they require that the seal be laid out for 24hours to straighten the product. So 2 hours is not realistic to complete the install correctly.
  Who is the manufacturer you purchased this from? Youre right 2 hours is probably not realistic for someone with zero experience, but if you told them you were an installer with 10 plus years of experience they would probably tell you the same approximate time frame we did.
  -Also weather stripping comes straight/flat to begin with, there is no need to give it 24hours unless you intentionally ******* flex it to fit in your vehicle after picking it up which still wouldnt alter the straightness of it enough to warrant their 24hour recommendation.
  
  Lastly, one could argue that the lack of performance caused more issues managing pests, and cleaning from the elements entering the garage from the lack of seals.
  While I do understand that some elements such as leaves or dirt may have snuck its way through the small roughly 1 inch gap around your doors that the weather stripping ends up covering, the weather stripping is not designed to be anti pest/prevent them from getting in 100%, at some point they would chew their way through it
  
  In **** response to this BBB They indicated they have supply chain issues. While I sympathize with that as a small business owner, I was able to source the materials without issue. I would also be curious as to weather any jobs installed between December and September had weather stripping installed, if so, this shows simple unwillingness to complete the job, not because of supply chain issues. 
  **************, while I appreciate your sympathy understanding supply chain issues, I dont think you full understand how it negatively it actually affected us or how we actually source our materials. We do not manufacture anything here, including weather stripping. We buy weather stripping from a very large supplier that supplies over 70% of the country with the same material.
  -If you got your material from a store like ********** or Lowes then I would assume theyd have more in stock and if not it would be easier for them to access the material as they are massive building materials companies with the ability to source from other locations all over the country, we do not have the luxury.
  - It was not ALL colors of weather stripping that were delayed due to the supply issues, black happened to become incredibly popular color for garage doors therefore black weather stripping was/is also in very high demand. To question other installations during the time frame you mention isnt logical and it borderline is questioning our integrity as a company/defaming our name which I hope isnt your intention.Other installs were getting different color weather stripping that was/is easier to get from our supplier so your comment questioning our willingness to complete the install isnt a fair one to make in trying to make your point for this complaint. Also we wouldnt be in business for the last 52 years as a family owned garage door company if we were not willing to complete installs.
  
  I wish instead of going to the BBB that you had asked to speak to myself so we could have attempted to come to some kind of mutual agreement. Like you said, youre a small business owner as well, not saying youre not successful at what you do but if there have ever been any instances where your quality of work/customer service slightly faltered to a point where the customers next step would be the BBB I would think you as an owner would want the chance to have a conversation before that step was taken by the customer. Navigating the last 3 years in terms of scheduling installations was very difficult for us/our industry. The supply chain issues hit our industry harder than any other when it started and still has a lasting impact to this day. We did our best to accommodate and try to keep everyone as happy as possible while trying to explain to them what we were dealing with on our end that was causing scheduling issues. We werent perfect,but people in our office did a really good job dealing with the unpleasant phone calls, stress and emotional draining it caused because customers thought we were giving them the runaround which couldnt be further from the truth in those situations and your situation. Top that with the labor issues that soon followed the supply chain issues and you have yourself a recipe for scheduling disasters.
  
  
  *********
  Sales Manager
  Overhead Door Company of Portland, ME
  533 ****************************
  Portland, ME *****

  Customer response

  11/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ****, I very much appreciate your thoughtful response.  

  Firstly, I want to say that I similarly would have preferred for us to have come to a mutual agreement rather than have to resort to contacting the BBB. I would point you to your staff to discuss that matter as we went back and forth for quite a while in this dispute and it would have been their responsibility to elevate this issue through the proper channels.  Going through the BBB was a method of last resort for me after I had initiated a conversation with your team explaining that the project had been unfinished for 9 months, and that I had completed it via other means and was looking for a resolution. After I received hostile emails, I conceded the points and stated that you all could just finish the job, I received no response for 2 months where I was then threatened with collections, again for a job unfinished.

  Addressing your other points:

  You deciding to install it yourself with the help of a handyman is fine, what local rate were you going by? I have a local property management firm that I use on some commercial projects.  They charge $105/hour.  I also just built this house and the average rate for the workers was $95/hour.

  - Who is the manufacturer you purchased this from? Youre right 2 hours is probably not realistic for someone with zero experience, but if you told them you were an installer with 10 plus years of experience they would probably tell you the same approximate time frame we did. -Also weather stripping comes straight/flat to begin with, there is no need to give it 24hours unless you intentionally ******* flex it to fit in your vehicle after picking it up which still wouldnt alter the straightness of it enough to warrant their 24hour recommendation.  

   I purchased Black Coiled DuraSeal Garage Door Weatherstripping from North Shore Commercial Door.  It comes packaged in a coil, not flat, and requires that it be laid out for 24 hours, in fact, by not doing so, I cracked a section and had to purchase a replacement seal (Not included in my estimate).  Considering that it is a single length of 34ft, I do not know how OHD would transport it in a flat orientation.  I understand that OHD could install the units faster, however after many attempts, I was unable to get you all to complete the job. So I had to resort to other means. That is the big issue here, is that despite all of my efforts, ***'s promises to complete the job, you all wouldn't finish the job.  So because OHD would not do it, it took longer.

  - While I do understand that some elements such as leaves or dirt may have snuck its way through the small roughly 1 inch gap around your doors that the weather stripping ends up covering, the weather stripping is not designed to be anti pest/prevent them from getting in 100%, at some point they would chew their way through it   I understand that nothing is 100%, and everything has a useful life.  However it is after all called weather stripping, and is designed to keep weather, pests, and other elements out.  And not having it installed for 9 months required more cleanup than had it been installed.

  -If you got your material from a store like ********** or Lowes then I would assume theyd have more in stock and if not it would be easier for them to access the material as they are massive building materials companies with the ability to source from other locations all over the country, we do not have the luxury. You are correct, I do not know of the specifics of your supply chain constraints.  What I can say is that I was able to source black DuraSeal Garage Door Weather stripping from North Shore Commercial Door. While I had to purchase it from a retailer, rather than a wholesaler as I assume OHD does, I was able to get it within a week of ordering. Similarly, since I had to purchase from a retailer, it likely was purchased at a premium compared to OHD's cost of material.  ********** and Lowes, as well as North Shore Commercial Door, do not discriminate on who they sell their products to.  OHD company can just as easily source the materials from those outlets and perhaps get a contractor's discount. I understand that purchasing from these places may be at a premium to purchasing wholesale, but sometimes thats what it takes to get the product done.  After all, my cost of materials to complete the work was undoubtably higher than yours. 

  - It was not ALL colors of weather stripping that were delayed due to the supply issues, black happened to become incredibly popular color for garage doors therefore black weather stripping was/is also in very high demand. To question other installations during the time frame you mention isnt logical and it borderline is questioning our integrity as a company/defaming our name which I hope isnt your intention. Other installs were getting different color weather stripping that was/is easier to get from our supplier so your comment questioning our willingness to complete the install isnt a fair one to make in trying to make your point for this complaint. Also we wouldnt be in business for the last 52 years as a family owned garage door company if we were not willing to complete installs. It is not unreasonable to inquire whether OHD installed black weather stripping at other customers homes between December and September.  For if it holds true, it shows that other newer projects were prioritized over the completion of my own, and a general lack of interest/urgency in finishing my project in a timely manner.  This would be supported by *****'s comments in her emails to me where she stated  "We should have and would have gotten this done... We were not aware this was an emergency item.", and that prior to completing it I should have called OHD to tell them I was completing it by other means.  It should not be on the customer to drive you all to complete the project.  How long is a reasonable amount of time for a customer to wait?  OHD had 13 months to source the materials to complete the project, and 9 months to complete the scope of work after the initial work began. It is a simple failure to complete the obligations under the contract. 

  In closing, I understand running a small business through the supply constraints of Covid and working to manage customers expectations during that time.  In my opinion OHD could have done much better in this regard.  As I have repeatedly explained, I really tried to have OHD finish the work.  The last thing I wanted to do was to burn a weekend figuring this project out.  But will fall approaching, and ZERO efforts from OHD I had no choice but to complete it myself.  It would have been easy to have pointed poor communication as the cause, but that was only the case with scheduling the work.  OHD had no problem communicating via mail and phone to try and collect payment.  Similarly, the amount of time I have had to devote in combating this issue is unfortunate.  My preference is to consider this matter closed with no more contact from OHD.

   
  Regards,

  ****

   

   

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Sir or Madam: Please, read the letter that accompanies this letter to you. I sent it to follow-up on several phone calls and a site visit by an H323532**303537323835H Door Installer. Is there something that you can do to encourage H323532**303537323835H Door of H33303831**31**33**32H to fix the retractable screen door and honor their warrantee? Although you might say that there is nothing in writing about a warrantee specifically on the enclosures, it is implied by their behavior in May and June that they intended to do something about the problem, as well as on the information on the door&#**;s label. Interestingly, to me at least, at no place on their website or on any links to any of their brochures for any of their products whatsoever do they mention any warrantee information. I don&#**;t know what further information that I can give you, besides a copy of the work sheets for the installation and a copy of a photo of the underside of the retractable screen door, with its warrantee information number. Please, let me know of anything that you may think of that might further this process. If it helps, then my email address is: ************************************** Dear Mr. ***** On June 24th of 2020, my wife and I purchased a retractable screen door from your H32303235**303035**32H with a one-year warrantee. Late in April of this year, my wife noticed that the screen did not raise evenly. On May 6th we called your office and were directed to leave a message for ******************* (sp?) and did. He eventually got back to us and said he would send someone to look, but nobody came. On May 17th, we contacted **** He said &#**;Scott&#**; would call us. ***** didn&#**;t. We called *** on the 24th. ***** did come later that day. ***** said there appeared to be a &#**;bushing problem,&#**; and said that he had never seen a busing problem on the right. He said they always occur on the left, &#**;the chain side.&#**; ***** took pictures on his cell phone and said he would show them to *** and talk about the problem. That was on May 24th. On June 15th, we had not heard from either *** or *****, so I called the office. *** was not available, so I left a voicemail. Since there was no call-back from the 15th, I called on the 23rd, but had to leave a voicemail. Then, I called again on July 8th, leaving *** a voice mail stating that I would expect a return call from him regarding repair or replacement by the end of the week.

  

  Business response

  09/20/2021

  We e-mailed ************************ with a solution to his screen problem on 9/13/21. We requested his permission to go on 9/14/21 and make the necessary repairs. He agreed and the repairs were completed on 9/14/21.  Thank you

  Customer response

  09/20/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************************

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