ComplaintsforOGD Overhead Garage Door

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My door was broken. I did business with them. When i went to check the manual release the door came crashing down. I had another company to fix the problem. They stated that the wrong size springs were used by Overhead Garage Door.

  

  Business response

  06/18/2024

  OGD has been in communications with **************, including speaking on the phone on multiple occasions. I spoke yesterday with ************** and we went through his invoice together, and he agreed everything looked as it should and reflected the correct information. I was awaiting him to send a diagnosis from another company he called saying we did the wrong springs which I did not receive, however when ************** and I spoke yesterday he told me that he told the other company we used our high cycle powder coated blue springs, but those were not up there so they told him they were wrong. In our discussion yesterday, going over the invoice the customer was aware that he did not move forward initially with the powder coated high cycle springs, nor was the customer charged for the upgraded springs. ************** told me on this call that everything was resolved and looked correct to him. When I inquired with ************** if he was still going to send me this diagnosis from the other company stating the wrong springs were installed, is when he told me that it was in reference to them not being high cycle springs, not wrong springs. We were and are under the impression that this matter is resolved. 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called and told them my garage door didn't open and they sent someone out to fix it. He told me they had 3 different packages. I thought I had to buy a package for them to fix my door so he lubricated the rollors and adjusted the eye but my garage door still didn't open. He had some old garage door eyes that he was going to throw away so he put one of those on to omake the garage door open. I would be satisfied if someone just came out and put new parts on my garage door to make it open and shut.

  

  Business response

  05/30/2024

  OGD offered to come out under warranty to address any concerns ****************** was still having on April 25th. We did not hear back from the customer to this offer for warranty. We have since reached out to the customer again to get a warranty set up to address these concerns, however we still have had no response. We have attempted resolution with the customer. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OGD stole $3500 from me.1 On FRI 3/29/24 a tech came to my lot to give me a quote on 2 custom doors. The quote came up to $9,200 and I was told it would take up to 9 weeks to fabricate. The tech said I needed to pay half of the money upfront and the other half when the work was completed. I told him I could give him $3500 and the rest when the came back in 9 weeks.He had me sign an electronic check and said he would be in touch. Mon, 4/01/24, I came to my shop and saw another company installing doors. I was confused and they showed me paper work where a former employee ordered doors over 2.5 months prior.I called OGD and spoke to someone and I told them the issue and that I would be needing a refund. I was told not to worry and that I would be getting a full refund. Now this is only 1 BUSINESS DAY from the 1st interaction. I was told someone in management would contact me and to "hang tight".No one contacted me so the next morning I noticed they had processed the $3500 transaction. I called again and after being bounced around for over 20 minutes a guy came to to phone and said I would not be getting a refund and they will be fabricating the doors and they will deliver them in 9 weeks and if I refuse Installation I would get a couple of hundred dollars back, UNBELIEVABLE!This guy was extremely rude and basically said that since i signed the electronic check I agreed to the service and I wouldn't get anything back even if I didn't want the doors that hadn't even begun their fabrication.THEFT! I'm a small business and cant afford to literally throw $3500 out the window. I emailed the owner, ****, and asked him to please refund me my money and he never responded.I contacted an attorney because they stopped answering my calls. THIS IS A PURE SCAM!Im contacting all media outlets in Atl to put this company on blast. its unbelievable that company on a national level would go to these lengths to take someone's money. STAY AWAY FROM THIS COMPANY!

  

  Business response

  05/21/2024

  *** visited the customer on 4/2 to inspect his door. The customer was provided an estimate/invoice for the purchase of products/services, and he signed the estimate, which included a non-refundable deposit. The customer's order was placed with the manufacturer on 4/3. The order included custom sizing and color. On 4/8, the customer contacted OGD to inform *** that another company was already hired to do the same work 3 months earlier but that he had not heard from them, and now that company was on site doing the install so OGD was no longer needed. During that call, the customer admitted that the problem with hiring two companies to do the same work was his fault and that of the other company for not communicating. OGD inquired with the manufacturer about cancelling the order on 4/9 and could not. The customer was informed of this on 4/9. The doors were manufactured and ready for pickup on 4/18. The customer and his attorney were also notified of this. We have phone recordings of the customer stating all of this and records documenting the time frames. OGD has incurred costs associated with the order in excess of the deposit and will incur further costs associated with restocking the door, which is the purpose of the non-refundable deposit. Furthermore, because the ordered item is custom for the customer's facility, OGD cannot make other use of the product.

  Customer response

  05/22/2024

  Complaint: 21694877
  
  I am rejecting this response because: this is a pure lie. I have screenshots of the calls that I made on Monday 4/1. I have video from my office camera where I made the calls. I also have the ******** story that's time stamped on 4/1  where I called as soon as I realized another company was installing the doors. You guys are lying. I have time stamped evidence and video evidence that I called on 4/1. You are trying to find a way to take my money and be deceptive.  I will see you in Cort and present my video evidence.  You guys are disgusting.  Pure liars
  
  Regards,
  
  ***************************

  

  Business response

  05/28/2024

  We have attached the call log of every phone call from the customer to OGD. The first call from the customer to OGD is on 4/1/24. The next day on 4/2/24, our technician made an outbound call to the customer to alert that he was about 15 minutes away and wanted to verify the address. The next time the customer called OGD was 6 days later on 4/8/2024. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Garage door technician broke window ***** in the garage door in the process of making repairs. Charged for services rendered but would not agree to fix the broke window. **************** claims photos upon arrival showed broken or loose window ***** and that technician notified me. (That is a lie) And they will not accept responsibility.

  

  Business response

  05/15/2024

  *** arrived onsite at ****************** home to a garage door that was out of its tracks and in a halfway open position. OGD does inspection upon arrival, that includes photos that are timestamped, as well as his arrival is time stamped. The inspection photos show the far left window broken (photos taken from standing inside the garage looking out). No repairs had been done and the door had not been touched by OGD at this time. It is possible that during the commission of the repair, loose pieces of the broken window came out of the window space, however in no way did OGD cause the broken window that was broken upon our arrival. OGD does not replace single pieces of glass, and the technician let ************** know that was not in our arena when asked while onsite. At no point in time while onsite did ************** tell the technician that he believed he broke the window, rather the opposite in that ************** represented to the technician that the window had been broken for some time and made no further mention or issue of it. OGD would not and cannot accept responsibility for anything that happened to the window prior to our presence at the home. 

  Customer response

  05/15/2024

  Complaint: 21689303
  
  I am rejecting this response because:
  The window was not broken at any time and the technician did mention any cracks or loose glass. The technician did not even tell me or request to take photos.  Furthermore, the garage door is still off track, and now a cable the technician attached is out of line. I charged $747 to my credit card for work that is not satisfactory, and a brokn window I had repaired for $170,  I am now insisting on a full refund for the work performed as I have hired another contractor to re-do and complete the installation of an upgraded door opener. I tried to format my original photo of the door but your report would not accept it. My complaints stand  they lied to you and me and the door is still offline.

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

  

  Business response

  05/30/2024

  The work that OGD performed was due to the garage door being off track. We have no knowledge of how long the window had been broken beforehand, other than the communication from the customer to the technician that it had been broken "for some time". Photos were taken upon arrival as a part of our standard inspection process, as we do not and are not permitted to work on the door before a signed agreement from the customer. These photos show a door off track with one broken window. The customer having a new motor installed by another company would not be the same repair or work that OGD provided, as the door was crooked and off track when the technician arrived. OGD did not make a repair to the customers motor nor was it even provided in any estimate, therefore having a motor installed elsewhere would not merit a refund for the work the technician performed on the door itself. The customer repairing his window that was broken upon our arrival would not be a cost that OGD is responsible for. 

  Customer response

  05/30/2024

  Complaint: 21689303
  
  I am rejecting this response because:
   As stated in my report the door window was broken by the technician. The doir was offtrack for 1 day before I requested an estimate and the technician was several hours late. I paid $180 to a repairman for the window because OGD wouldnt do the repair. I purchased a new door from ********** who sent a technician to put the door back on track after OGD repair failed and install the new opener for 1/2 the estimated price by OGD. Tech from ********** said I could have bought a NEW DOOR for OGD charged me for repair that failed. 
  Regards,
  
  *************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had exterior key pad installed for automatic garage door on February 15 of this year, 8 weeks ago. It has failed twice, the second time here on April 16--that's an average of every four weeks. They want to charge service call or sell me a $219 warranty package to fix it. I feel this should still.be under warranty--when it has has worked, it hasn't worked well--often requiring entering the code 3-4 times to get garage door to open.

  

  Business response

  04/18/2024

  OGD has spoken with *****, and we have agreed to replace the keypad at no cost with a new one. We have an appointment set up today to get this done. We believe this will resolve this concern. Thank you. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased garage door keypad in January which is currently not working. Called local office and there are no instructions provided to reset the device only to have a tech come out and service with a fee!I merely asked for paper instructions for the product but was told none were available. The office staff member was extremely rude and not at all accommodating!This is a Veteran owned business and as a Veteran I chose to support this business but to no avail.

  

  Business response

  03/04/2024

  *****, my name is *****. I can help with your problem from what I am reading. First and foremost, i want to apologize for the experience you have had so far. It does not like a very good one and it my goal for it to end well for you. I am going to have someone reach out to you that will help you. Her name is ******* and I will have her contact you within the next 48 hours

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We called ************ for assistance with our garage door. A nice young man came to the residence and provided a quote for ****** to fix the gargare. This was right before the holidays and we could not afford to pay that so we asked him to do enough work so we could at least manually pull up the garage for the time being. He stated he could do that, he showed my son an electonic device and asked that he sign to authorize the work, the orinigal price was on that document instead of the corrected price and my son did not realize it. The gentleman came and did what was needed to manually open the gargare which he stated would be $67.00. Later that evening my sons account was debited the full amount. We paid an an amount for work that was not completed and we simply want our money back. I called OGD several times and did not receive a call back, I also asked if they had a local office and they said no. They stated the technician was not available. I honestly believe the young man made a mistake but my biggest frustration is that they will not admit what they did and fix it. In addition to that they have not once called me back. I spoke to **** today and was told ******* would call me back today or tommorrow. **** acted as if he didn't believe me, he said "so we fixed the spring," and my response was I don't speak garage door repair I don't know what he did, but what I do know is that we need a refund for work that was not completed. Thanks so much for your time and attention, I hope I selected the correct company because the phone number listed isn't what is on the website, the number is listed above in the body of the message. I can email the invocies to you, but not through this computer as I am at work.

  

  Business response

  01/31/2024

  Unfortunately, I think that Customer has the wrong company. We do not have a **** and we do not have a *******. The phone number is even incorrect. The only technician we have is ***** and ******** in the office. So I believe that this customer has given you the wrong information.

  

  Business response

  02/19/2024

  As far as I can tell, this was addressed on our end. The work that was done and the charges that were made have been addressed and are understood by the customer. We even had the technician go back to the property to explain everything face to face with the customer

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/28/23 at 1:00 pm OGD Overhead Garage Door. Dispatched ***********************, to repair my garage door which came off track. During the time of the repairs, I noticed oil stains smudges on the inside and outside of the garage door. Also oil smudges on the garage painted trim aligned on the brick.I assume with this much oil stains smudged throughout his work. ***** was going to clean it up, by now the motor started smoking. ***** said your motor just went out. The management company decided not to purchase the motor by OGD. ***** apologized that the motor went out at the same time he completed the work. Then he said I need to get to the next job and left.Leaving my garage door nasty looking with oil smudges. Also the garage trim on the house nasty looking with oil smudges as well.I have a light colored garage door and my garage trim is light colored also. I'm very upset that ***** was not considerate enough to clean his mess. That he left behind my neighbors said they left your garage door and trim looking like this? I want my garage door replaced or freshly painted. Also I want my garage trim replaced.I do not I repeat do not want no washing it off. You will ruin the garage door paint. Also you ruin the garage trim paint as well.Also there are oil smudges on the inside of the garage door. I want a reputable painting company to replace and paint my garage trim. Also, have them to paint my garage door. Since ***** wasn't considerate enough to clean his mess.He was too busy trying to get to his next call for the profits for OGD.Just forgetting about the customer service of cleaning up his mess. Once the job was completed.I need this resolved ASAP. OGD need to contact **********************************/************** she oversees. The maintenance work for my owner also ***** is the one who requested and paid OGD. OGD can contact ***** at ************** ************. Do not contact me OGD has to explain to ***** and my owner. Replace my garage door and trim.

  

  Business response

  01/05/2024

  Hello. I will have someone reach out to you today. This is the first we have heard about this issue. You have not contacted us about it at all. Im sorry you're having issues. We will do what we can to get the issue resolved. Thank you

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted OGD to replace a garage door opener and paid a deposit of $436. We were not able to meet their request to have the garage empty for installation and no work was ever completed. We have contacted them consistently for over 6 months via phone, email and their chat platform to have the deposit refunded and they always say they'll get right back to us, but they never do.

  

  Business response

  01/05/2024

  We are sorry to hear about the issues you are having. Im looking at the communication with you now. It looks like you lead us to believe that you were still working on getting that car out of the garage for months. We reached out multiple times to get this scheduled and installed. There is communication with more than one person named ****** as well from your phone number stating they would check on your availability and let us know. We never heard anything back for 10 months. At that time you asked for a refund. That deposit was paid in August of 2022 and we have been lead to believe that you were still wanting this job done for over a year before you asked for a refund. We never agreed to refund anything. The 50% deposit is non refundable as stated on the invoice. The product that you agreed to have installed was purchased and we have been waiting on you to let us install it. 

  Customer response

  01/05/2024

  Complaint: 21062281
  
  I am rejecting this response because that communication was with the tenant, not with me. Once I became aware the work had never been completed, I asked the tenant to address it and get a refund. In multiple communications (previously attached) we were told someone would follow up or get back to us - that never happened.

  No work was completed.

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

  

  Business response

  01/08/2024

  Are you not willing to work something out to get the work that you agreed to do with us completed? All that needs to be done on your end is to get the car that is right in the middle of the garage moved out so that we can replace the motor that is directly above the car. This was never a situation of us not wanting to do the job, we just can not physically work around that car in the garage. 

  Customer response

  01/08/2024

  Complaint: 21062281
  
  I am rejecting this response because:
  
  Unfortunately I cannot control the tenant's communication or the tenant's car. I have no idea when or if it will ever be moved. As such, the tenant's request to have the garage door repaired cannot be completed. I have attempted for 4 months to get a response from the company. I simply want a refund for the deposit paid for work that won't be done.

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

  

  Business response

  03/04/2024

  I understand your frustration completely. Since the job is so old and our accounting team can not process a refund on it, I can have that credit here waiting for you to use on the next property that you need help with. We can apply that credit towards the next repair or service needed that is a service that we provide. I will make note of it inside of your customer profile that we have setup for you. 

  Customer response

  03/04/2024

  Complaint: 21062281
  
  I am rejecting this response because the job was not "so old" when I began requesting a refund over 8 months ago. The estimate for services was not signed or approved by the property manager or the home owner. I have no need for an account credit - based on your handling of this issue I would never consider using you for services. As an accountant myself, I know exactly how easy it is to write a check and process a refund. Your response is insufficient and the company's behavior criminal.

  I will accept a refund, not a credit and not an excuse.
  

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

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OGD came out to provide an estimate for replacement of two garage doors and opener on 11/3/23. Installation estimate was stated at about two weeks.On 11/7 I received estimates for several repair options and an estimate that only included the replacement of one door. On 11/9 I received a phone call with an estimate for replacement of both doors and one opener. That was followed by an invoice for $2957. I paid $1500 deposit through a link on the email. When I followed up on 11/27 for an installation date I was told that THEY would receive the door the week of November 11 and would call to schedule. After hearing nothing the week of the 11th, I called on the 20th for status. I was then told that they would not receive the door until JANUARY 17. Every time I have called its a different person at a different location with a different excuse. I contacted the door manufacturer (Clopay in ***********) and neither of the earlier dates would have ever been possible if OGD did not have doors in stock. I have been repeatedly lied to and when I asked to be transfer to someone who can cancel this order they either arent available or it goes to voicemail. Today I opened a dispute of this charge with my credit card company. I need this transaction cancelled..

  

  Business response

  01/05/2024

  I'm so sorry this happened. You are right. The time frame that given for the install of the doors was not met and you 100% deserve your deposit back. Clopay is right, but OGD does not keep doors in stock at our facility. Clopay is a manufacturer that we purchase doors from. They keep a regular stock of inventory and have dedicated lead times for products that they do not have in stock locally. They have a network of warehouses and can get anything we order to the local ** within the time frame we provided you. Unfortunately it did not work out in the time frame we gave. Jazz gave you that update on Dec 12th about the new time frame of the doors. There would be no further update to give until the doors actually arrived at the local ** that is why there was no communication after that. When you called in on Dec 21, you did in fact speak to 3 different people. We have a large team that answers all of our inbound calls. All 3 calls were within an hour and a half of each other. The first 2 were within 4 minutes of each other. The reps that answered the phone did not have the details to provide. **** was working on getting back to you, he just needed more time. Im sorry this did not go the way we both wanted. We did not do anything intentionally.

  

  Business response

  01/05/2024

  I'm so sorry this happened. You are right. The time frame that given for the install of the doors was not met and you 100% deserve your deposit back. Clopay is right, but OGD does not keep doors in stock at our facility. Clopay is a manufacturer that we purchase doors from. They keep a regular stock of inventory and have dedicated lead times for products that they do not have in stock locally. They have a network of warehouses and can get anything we order to the local ** within the time frame we provided you. Unfortunately it did not work out in the time frame we gave. Jazz gave you that update on Dec 12th about the new time frame of the doors. There would be no further update to give until the doors actually arrived at the local ** that is why there was no communication after that. When you called in on Dec 21, you did in fact speak to 3 different people. We have a large team that answers all of our inbound calls. All 3 calls were within an hour and a half of each other. The first 2 were within 4 minutes of each other. The reps that answered the phone did not have the details to provide. **** was working on getting back to you, he just needed more time. Im sorry this did not go the way we both wanted. We did not do anything intentionally.

  

  Business response

  01/05/2024

  I'm so sorry this happened. You are right. The time frame that given for the install of the doors was not met and you 100% deserve your deposit back. Clopay is right, but OGD does not keep doors in stock at our facility. Clopay is a manufacturer that we purchase doors from. They keep a regular stock of inventory and have dedicated lead times for products that they do not have in stock locally. They have a network of warehouses and can get anything we order to the local ** within the time frame we provided you. Unfortunately it did not work out in the time frame we gave. Jazz gave you that update on Dec 12th about the new time frame of the doors. There would be no further update to give until the doors actually arrived at the local ** that is why there was no communication after that. When you called in on Dec 21, you did in fact speak to 3 different people. We have a large team that answers all of our inbound calls. All 3 calls were within an hour and a half of each other. The first 2 were within 4 minutes of each other. The reps that answered the phone did not have the details to provide. **** was working on getting back to you, he just needed more time. Im sorry this did not go the way we both wanted. We did not do anything intentionally.

  Customer response

  01/05/2024

  Complaint: 21041308
  
  I am rejecting this response because:
  Although they state that I 100 percent deserve my deposit back, they dont indicate how/when that will happen. Will they actually issue a refund or will they approve the charge dispute I initiated through Chase. 
  Regards,
  
  ***************************

  

  Business response

  01/08/2024

  Im sorry for not clarifying that. Since you stated that the charge has already been disputed with your bank, you be receiving your refund through them. We would have refunded it to you ourselves. Thank you.

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