ComplaintsforOGD Overhead Garage Door

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/12/23 Overhead Garage Door arrived to fix our garage door that would not go down. 15 min visit, $219 and next day garage door was not working again. 30 day guarantee was given and 2 separate appointments were set and Overhead Garage Door cancelled both appointments a couple of hours prior to visits. Now there are only 10 days left in the warranty period and they continue to make excuses.

  

  Business response

  10/12/2023

  We really do apologize that we did not live up tp your expectations of service. We really did make the best effort possible in the situation. We do not have a large labor force and we did have a technician who has been ill and we did communicate that to you on the days that we had you on the schedule the best we could. We have had 2 appointments canceled by you as well so I agree that it seems to have been a difficult task to get on the same page schedule wise. It looks like the last appointment that you canceled, you let us know that you had hired someone else to come and look at the door. Have you by chance had that visit take place? I really do want to come up with a fair resolution for both of us. What can we do in order to get this resolved? The visit that we charged $219 was a basic service to catch up the recommended servicing of the door that is supposed to be done yearly at minimum. We did not find any broken parts on the door that we would recommend replacing at that time. I would be curious to find out what the other company identified as the issue if they have came out already. I will have our customer service manager ******* contact you on Monday morning to get that information from you.  Once we have that, we will work quickly to come up with a resolution that is fair for both of us

   

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 23 2023 - Tech. #1 came out to replace a track and cable and fix the issue of cable birdnesting on drum. Tech said he replaced 7 feet of track on the right side & added a new cable and charged $580.00. July having issues again and the right side was making a horrible sound when the rollers came down to new track as the left cable birdnesting on drum. Tech#2 came too fix it on August 4, 2023. We were told that only the parts were warranted that the labor was over 30 days - charged $200 to repair the issues. Tech moved left track over toward the right but only on the bottom not the top track. Next day the left roller popped out. Tech #3 came out 2 separate times and no-showed a 3rd time. Explained the issues and new issues of the rollers coming out on the left since last tech moved the track over. He replaced the upper track on the right (remaining 7 feet 1st Tech said he replaced) He tried to convince us that the door would only get to three-quarters closed and then we would need to push it down the rest of the way. Explained that would not work as the door had worked fine prior to the May visit. He continued to adjust it and it continued to fail. Called the office to report our frustration, said they would send out a veteran tech. Tech #4 came out and made some adjustments and despite seeing daylight on the left of our door entry he adjusted the right track further too the right and creating more distance in the rollers and tracks and told us we need a new spring for $500. Rollers out on the left side, then the top roller on the right came out the door almost crashed onto our car and left cable birdnested. Called to schedule spring replacement and they sent Tech#2 back out, told us we didn't need a new spring. Stripped the sheetrock on the left side and mounted the track to garage door frame. Charged $274 dollars, left the scene to send out Tech# 7 that left without fixing the issues and told us our door would be manual and we needed a new motor and a new door.

  

  Business response

  10/12/2023

  ******, I am really sorry this issue has not been resolved yet. I can see that you have spent your hard earned money with us and the door is still not working to your satisfaction and I hate seeing that. Our customer service manager ******* is going to call and speak with you. She needs to get a better understanding of the situation and see what solutions we can offer you. Either getting the door to a satisfactory condition or refunding money spent seem to be the only 2 options at this point and our goal is to do which ever option fits the situation best. ******* will be contacting you within 24 hours. Thank you again for your patients. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two transactions, April 28 2022 and May 4 2022 - combined total of $3832.30 for new garage door and motor. Install was done incorrectly - motor offset too far to one side of large door. Complained and asked for service July 6 2022. *** claimed the install was good. Continued to have problems on and off since then, with the door occasionally catching and reversing direction. Door caught today 3/4 way up where it was not visible, minor impact to bottom panel of door when backing out. No damage to frame, tensioners, motor etc. OGD will not take any responsibility for poor install, will only quote the cost for a brand new door (door is 1 year old!!). OGD will not return phone calls. Working with another vendor to replace bottom panel and fix poor install. Seeking refund from OGD of $1015.43 to cover cost to repair and fix their poor install.

  

  Business response

  10/03/2023

  I apologize that we missed the text message you sent us about the issue. Our customer representative will contact you shortly. We show this issue is the first issue reported to us since we installed the product last year. The one reported issue was not due to anything being wrong with it and the appointment was canceled by you. You will hear from us shortly. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a general contractor. I asked my wife to call Overhead Door of ********* to schedule an appt for a customer. She googled it and ********************** populated. She thought this was the same company. They gave us a bid. We paid in full for 5% off. There's poor communication. Install date has been changed several times without them calling to tell us anything. When we call someone says that **** is on the phone and will call back. They never call. We ended up canceling our order and requesting a refund. 2 days in a row we were told we would receive a call. The call never came. My wife called again and was told we would be getting an email today to ask how we want our refund. Email was supposed to come yesterday along with a phone call. What we did get was a text message asking if we would keep our order if they refunded $500. This company is deceptive in making others believe they are Overhead Door of *********. The minute they get your money they won't return your phone calls. My wife gave her phone number several times asking that they call her and they just didn't bother calling either number. They are fast to take your money and then to ignore their customers. I'm now fighting for my refund since we're over a month in and still nothing. Save yourself the headache and go with a different company. I've used the other company many of times without any issues. Before this company attempts to say I signed a contract.... I'll let you know that I didn't. I've called the other company and ordered through them to satisfy my customer. They owe me a full refund. No work was performed and no materials were provided.

  

  Business response

  09/06/2023

  This was refunded in Full on August. $6424.82 was refunded. I have attached what you received

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good day I am emailing to express my dissatisfaction with the recent installation service provided by Overhead Garage Door. I called Overhead Garage Door to schedule an appointment to obtain a quote to repair a spring that snapped on my garage door. During the appointment, the technician recommended replacing the entire garage door, stating the cost to repair one spring would be $600, whereas a new door would cost $1300. After considering the options, I decided to purchase a new garage door with installation for a total cost of $1,904.45. The technician assured me that this amount would cover all equipment and hardware needed for the installation, including horizontal and vertical tracks. However, there have been several major issues with the installation process. First, the technician had initially informed me that the garage door was in stock and that I would receive a call to schedule the installation. Contrary to this, it took three weeks for the door to arrive, and I had to personally follow up on the delivery and appointment scheduling. Furthermore, when the technician arrived for the installation, it took several hours, and he had to call a co-worker for additional parts. The technician also claimed that our existing opener was burned up and would not work with the new door. I found this assertion questionable as there was no previous issue with our opener, and I decided not to proceed with purchasing a new one from your company. Moreover, upon inspection, it became evident that the installation was not done according to code. Several key problems were identified:New hardware was not installed;The new garage door was forcefully fitted onto the old equipment (photo attached);The fit is so tight that it could potentially damage our new door and opener (old or new). I called your office to address these concerns and ******. However, I was met with an aggressive response and no reasonable explanation for the subpar installation. I believe that when purchasing a new garage door from reputable retailers like ********** or Lowes, all equipment and hardware are included in the purchase price. Yet, I was told that parts were ordered and just arrived, which is puzzling as a new garage kit came with the door. Additionally, I question why the technician proceeded with the installation if he did not have all the necessary equipment/hardware. At the end of the service, I paid the balance without being informed of any missing equipment or the need for a return visit by the technician. It was only after I personally discovered the issues that I was told a technician would come to rectify the poor installation. My buying decision with your company was based on your Better Business Bureau membership, affiliation with a home service professional company, and rating as noted on your website. I trust that you will take my complaint seriously and take the necessary steps to rectify the situation, which under the circumstances is a refund. I do not wish to elevate this matter.

  

  Business response

  10/12/2023

  *******************, we are truly sorry that you had a bad experience with our company. This is not the typical representation of our business. I know we reached out when this complaint was filed and have taken action to correct your issue. It looks like the last visit we made on 9/6/23 resolved the issue at hand. I due apologize that the situation even got to that point in general. Thank you for your patients and understanding in the matter. We hope to earn your business in the future.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction- 3/27/23 Service provided- Replaced spring on garage door and "tuned up" the garage door.Amount paid= $325 Approximately 60 days after service rendered, the cables came off and I had to get door serviced. I have had garage doors for 25+ years and never seen that happen before. I called another company thinking it was OGD but it was not (Overhead Door), and they came and fixed the cables ($85.40), for now. They told me whomever replaced the spring, most likely used an incorrect spring as the tension is too strong. When you release the door from the emergency pull cord, it should just "float" but instead, the door wants to shoot back up. I was told by the other company it was a "hot" door and shouldn't be that way. I called OGD (On 7/21), explained my issue, asked for someone to come out and check/correct the door. The person who answered the phone (I think it was ******* but not sure) said they would reach out to Manager and get back to me. It has been over 2 weeks and no follow-up/resolution.

  

  Business response

  10/12/2023

  *********************, first and foremost, I want to apologize for the delay in responding to you. There is no valid excuse for that. It is 100% unacceptable on our end. I have looked into the situation and the solution is simple. We will have a technician on site asap. He will double check the work that we did in March. If that work was done incorrectly, it will be corrected immediately and you will receive a refund for the money that you had to spend with the other company. Our customer service manager ******* will be contacting you be the end of today. We will work hard to get this resolved quickly 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired this company in mid July, 2023 to fix a garage door that had come off the tracks. They came out and charged $50 to get it back on track. A week later it came off the tracks again. Once again we had someone come out and they charged us $210 to put it back on track. 4 days later it came off the tracks again and almost crushed my husband. Once again we had them come out and they told us we needed a new garage door. They gave us an estimate of $1999 to install a new basic door. Found out later the same door at many other companies is around $1300. On the date of the door install they were supposed to come out between 10 am and 12 pm. They never arrived and after calling all day they finally had someone arrive at 5 pm. They began installing the door and we could smell the garage door motor burning and smoking. They said it just needed to rest for an hour and then it would work. Well, it never worked again and we called them to come fix it once again. They came out and said we needed a new motor which would be $717. We called another company and they came out and said the installer of the new garage door had burned out the capacitor while installing the door. The new company we hired fixed it for $50 and ************ fine. We are were taken advantage of and instead of the OGD technician telling us he messed up when he burned out the capacitor, he tried to charge us to install a new motor. Which by the way is only about $450.

  

  Business response

  07/31/2023

  We apologize that you are unhappy with the service provided. What exactly are you wanting a refund on? The door install that you paid for is completed. I do not see how anyone can determine that ************** caused damage to a capacitor on the motor. For 1, they are known to go bad, especially on that particular unit. 2, it is an electrical component inside of the motor which we did not open up and mess with. 3, the other company was not on site while our tech was there, so for them to say that ************** did something to cause the capacitor go bad is just not possible. The price we quoted for replacing the motor is the price we ask for the brand and models that we carry. They are not comparable to the brands and models the other company was quoting. Some companies carry ************** brands that have low failure rates and provide an over all better quality. Naturally there will be some price differences but it doesn't always mean that anyone is trying to take advantage of anyone. Please clarify what you are wanting refunded from this job, as it sits, it appears you are asking for a full refund of a job that is completed. We will do whats fair to make you happy 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 6th 2023 I learned that work done on my garage door by Overhead Garage Door LLC on 11/12/22 was not done propoerly. They charged for work not done, parts that were not replaced, and parts that were not safe. I discovered this only when we lost power July 3 andI called for emergency servive. A tech from Overhead Door of ******** came to assess the situation. This tech informed me weighed the door and that the springs installed by Overhead Garage Door were for a 130 pound door, when my door weighs 170 pounds. He also said that items charged/ invoiced by Qverhead Garage Door were not replaced, inculding worn pullies, and old wire lift cables. They also improperly reset the operator resistance sensitivity which increased risk to people and property. Overhead Garage Door LLC has not responded to my complait and telephone and email request for a refund.

  

  Business response

  07/31/2023

  We have spoken with you about this complaint. You had a 11 minute long phone call with our customer service rep on 7/10/23. The information I have is this. We worked on the door back in November 2022. The door has worked with no reported issues from that day. The customer had another company come look at the door due to his power going out. When the power came back on, the motor was not working. The other company came out and determined that the work we had done was incorrect and parts were not replaced. At that point, there was not a phone call made to OGD, with no opportunity for us to verify this information. We have no pictures of the parts that were took off for comparison, we were not able to inspect anything to verify what the other company was claiming. We feel that if the springs were off by that much, the door would have not been able to operate at all. We would need to see the parts that came off the door before being able to offer any kind of a refund. We are fair and will take care of the customer if we can see that we did something wrong, but that has not been proven here yet, 

  Customer response

  08/02/2023

  Complaint: 20374890
  
  I am rejecting this response because: I sent a photo showing the incorrect springs and used cables that Overhead Garage Door company installed on my garage door. They charged me for new cables,then actually re-used old cables. And these were not affixed correctly. Three of the 4 cable ends were hand twisted instead of crimped fittings. The springs they installed were for a 130 lb door, when my door weighs 170 lb. When the power went out during the storm, I disconnected the lift mechanism and It took 3 people to eventually lift the door to retrieve our cars. By way of clarification: the motor only failed to work when the power was out. Once the correct springs and cables were properly installed (by a different company- Overhead Door of ******** Company) the door worked fine.
  I offered to let them examine the parts left by their technician. 
  
  Regards,
  
  *******

  

  Business response

  09/06/2023

  Correct. We received that information after the complaint was filed. Since the, we have refunded the customer in full. 

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OGD came to fix my garage on 5/24/23. It was not opening. **** threw out several prices. I finally settled on $275 I think. Once that was done, door would just go half up and half down. Then he checked circuit breaker and said it needed to be replaced. Threw more prices and said he could fix both issues for $800. I agreed not knowing any better. My receipt only show a total price, no breakdown of labor/parts. A month later I notice my door is no flush to the ground and is making a loud squeaking noise. I called and the same dude came back. Immediately he started accusing me of damaging my own door. He gave all sorts of excuses as to why the door was not flush saying the rain caused the ground to shift. I told him I check my garage frequently looking for openings so critters cant get in and seal where I see light coming in. We went back and forth then he began shouting and bucking up to me. After me telling him several times to stop yelling at me and telling him to leave, I had to curse him out to get him to leave. I called and filed a complaint and was told they had to get his side. Never heard back. I called again today 7/18/23 and explained the issue. Was told they had to charge me another $50 service fee. Not happening!!! I was my door fixed properly and a complete breakdown of my charges.

  

  Business response

  07/31/2023

  (Basic) Single Spring Package - Package priced as a lump-sum including the following materials and labor:12 Point Safety Inspection, Single spring replacement, Center Bearing, Lubrication of Door and Operator, Set travel and Force Settings, adjusted chain/belt, 3 yr parts and 30 Day labor warranties **** $499.00 

  
  16100 ************* Replacement. (Lump sum material and labor). Includes programming remotes and keypad if applicable. **** $379.00 

   

  These are the 2 line items on the invoice that you received from us. The copy you have in your email is the only receipt we can provide and it gives you all of the details of the services that were provided. We feel like the description of the work performed is very detailed and provide answers to any questions that you might have. 

  The reason the door is not flush with the ground is due to 2 things. The dent in the bottom of the door and the concrete on which the door sits, not being 100% level. The door is as level as it can be. The parts and service provided would not have caused this issue. As far as we know the door goes up and down properly. The technician was trying to explain his findings before he was cursed out and told to leave. Its hard to explain anything to someone when they are cussing at you and telling you to leave. 

  Customer response

  07/31/2023

  Complaint: 20339320
  
  I am rejecting this response because:

   

  Complaint: 20339320
  
  I am rejecting this response because:  the reason he was cussed out was because he was raising his voice at me and continuously accusing ME OF DAMAGING MY OWN DOOR!!!!!  Hard to deal with someone who is supposed to be professional and hollers at the customer.  He was cussed after I asked him several times to stop yelling at me and to leave.  You will never get my business again and since you claim to be veteran owned, as a vet myself, im going to post my experience on all veteran ******** groups.
  
  Regards,
  
  ***************************
  
  Regards,
  
  ***************************

  

  Business response

  07/31/2023

  What is the resolution you are looking for? Is the dent in the door whats causing the door not be flush at the bottom?

  Customer response

  08/01/2023

  Complaint: 20339320
  
  I am rejecting this response because:

  I want my garage door in the same condition it was in before you came and stop the loud squeaking noise.  As I stated I alway check for openings around my garage to ensure critters dont get in AND I have never been able to see light coming in from the bottom, so no, there was no ground shift.  I seriously cant believe you thought I damaged my own door.  Obviously you would take the side of your employee.  I guess I cussed him for no reason huh.  Big 6 foot plus man hollering at me!  The least you can do is make this right behind $800 I paid you!
  
  No Regards,
  
  ***************************

  

  Business response

  09/06/2023

  We are unsure what to do. We worked on the door on 4/12/2023 and the customer did not report any issues with the door until 5/24/2023. Was the current issue with the door not there after the work was done on 4/12/2023? When did you discover the light coming through the door? It seems as if something happened after our tech repaired the door that caused the current issue. And it seems as if it happened over a month after we worked on it. Which leads us to believe that ************** is not responsible for what is causing the issue now. Can you let me know when this issue started and if you noticed anything strange the day it started acting up? If there is indeed some kind of damage to the door, it will for cause some issues. 

  Customer response

  09/06/2023

  Complaint: 20339320
  
  I am rejecting this response because:  Im not going to keep going back and forth about this.  I was in the hospital shortly after your technician first came out.  When I came home, I notified you and you sent the same technician out who accused me of damaging my garage, which started the argument between the two of us.  What happened to the customer being right.  You started your response, I dont know what to do.  ***, do what I have been asking you to do, make it right.  Is this the way veterans treat veterans, or are you advertising as veteran owned to mislead people.  I wont respond back to any of your I dont know what to do responses.  If you want to make this right, you have my contact information.  
  
  Regards,
  
  ***************************

  

  Business response

  09/20/2023

  We indeed a veteran lead company. I understand the thought that the customer is always right but that does not always apply. The only solution is for us to replace the panel on the door. We can provide an estimate to get that done (the door was manufactured in 2016, the individual panel could no longer be available), but the company should not be held liable for this. We have not seen any evidence that ************** damaged the door when he was working on it. The damage to the door was reported over a month after the work was completed. The damage to the door is on the outside and at the bottom of the door. The technician worked on the parts located at the top of the door and on the inside. What evidence is there that leads you to believe that ************** caused the damage that is there? I understand the reason for thinking that he did something since he worked on it, but there are other things that could have happened in the month after he was there. Therefor we can not just automatically agree with you and provide you with a repair free of charge. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Failed to install a bottom weather strip on the home garage door as ****** (salesman and installer) promised during the initial contact; when I paid for all of agreed parts and services .At the initial contact I was told that I would receive a 5% discount for 100% payment up front, but not about a 2.5% surcharge for using a credit card; it also took 3 weeks to finally get a receipt after several calls to the main office. A shop garage door was installed finally on June 8th, 2023, on that date ****** informed me a wrong weather strip for the home garage door was sent and has been re-ordered. Since that date all I get is the run around excuse after excuse for not delivering and installing the bottom weather strip. I've called the company several times and each time was told that they would check into this issue, but no follow-up from the company. Now when I try to call ******'s phone, I am informed that he is not accepting phone calls, by an automated voicemail. We would like a refund or finish the job.

  

  Business response

  07/31/2023

  We apologize that you are unhappy with the service provided. The office was not aware that parts still need to be installed to complete the job. We are reaching out to the customer directly today to get an appointment setup. 

  Customer response

  07/31/2023

  Complaint: 20283116
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  Customer response

  08/01/2023

  Complaint: 20283116
  
  I am rejecting this response because:
  

  I am rejecting this because we are still waiting for them to contact and make an appointment

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

  

  Business response

  09/06/2023

  We apologize for the delay. We have had a change of personnel in a few departments. We will contact the customer today without fail to arrange the installation of the weather seal. 

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