ComplaintsforOGD Overhead Garage Door

• Initial Complaint

  09/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a problem with our garage door closing partially and going back up. Our first appointment to address the problem was July 9, 2021 with technician ***********************. ***** could not diagnose the problem and said it must be a bad motor mother board. We disagreed but ultimately settled on getting a new garage motor since he was the expert. ***** returned July 13 to install the new motor. Later that evening we encountered the same problem with the garage not closing all the way. Since the problem was still happening we requested a new appointment with a new technician. On July 20 OGD sent *************************. Upon seeing the issue he immediately knew the problem was a bad sensor vs a bad motor by the number of flashes on the overhead light. After this visit we have called OFD multiple times to discuss with a manager. They have yet to call back. We feel we should not have had to replace the motor as it appears ours was fine. We paid $978 for a new motor we did not need.

  

  Business response

  10/06/2021

  We are sorry that you are having issues with the service provided. On the first visit, ***** did make note of everything that he checked out on the door and motor system. The sensors were not the issue at the time. Once the unit was replaced, the sensors were replaced too. They come with the new motor. The sensors were out of alignment causing the door not to close. There are also other reasons that will cause the door not to close. Like a bad circuit board or the motor just needing to be replaced. We do not feel like the original problem was with the sensors. ***** has services 100's of doors with little to no issues from his customers. 

  Customer response

  10/07/2021

  Complaint: 15912926
  
  I am rejecting this response because:

  I disagree with the below.  ***** said he had never seen this problem before and that it had to be the motor.  He did not do any diagnostics on the circuitry.  In addition the sensors were not replaced when the motor was replaced  further the lights blinked the identical amount of times when ***** was there when the second tech clearly knew it was a sensor not a motor problem.  ***************** have serviced 100s of doors but clearly could not fix ours.

  On top of all of this the garage door is still not working properly  Im going to have to pay another company to fix it as clearly this company does not have the skill set.

  Also this would not have warranted a BBB complaint had we received a call back from a manager as we had requested at least four times.

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

  

  Business response

  10/19/2021

  Our operations manager ****** reached out today and left a message. We will call *********** again tomorrow to try to reach an agreement. 

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told that the basic garage door package would fix my garage door problem. I agreed to pay for that service. Once it was done the tech told me my motherboard was going out and eventually will have to replace the motor. So I paid over 250 for a service that did not fix my problem even though I was told it would. If he would have told me the motherboard was bad I initially I would not have agreed to let him do any work on a garage door system I am going to have to replace. He should have been forthcoming with his evaluation and the charge. I am a woman and was alone and feel he took complete advantage of me. The garage door works exactly the same as it did prior to any work completed. A complete waste of money and he took advantage of someone who knows nothing about garage doors.

  

  Business response

  10/06/2021

  We are sorry that you were not happy with the service provided. I would like to take the time to explain the service provided a little better. There are 2 main components of an  overhead door system. You have the door itself and its working parts and then you have the motor. The door and its components are responsible for balancing the door and the motor is simply a guide. When the technician assessed the door he could tell that it was out of balance and needed adjustments. If a door is out of balance and needs adjusting, it will not work correctly. Most manufactures of doors recommend their product to be maintained at a minimum of once a year. That was the first thing that the tech has to do in order to even diagnose the rest of the system. That service needed to be done. Once that service was complete, the technician completed troubleshooting the system and found that even after adjustments and maintenance, the motor needed to be replaced. That repair option was given to the customer with an estimate to perform the work. The customer declined and told the technician she would have to call us back at a later time. We have not heard from the customer since the visit. 

  Customer response

  10/07/2021

  Complaint: 15912108
  
  I am rejecting this response because:

  had I been told initially I would need a new motor I would have declined any further service. Why would I pu for a service that would not fix the problem and I would have to repair it again that makes no sense. 
  
  Regards,
  
  ***************************

  

  Business response

  10/19/2021

  The service that was paid for would have needed to be performed regardless of the condition of the motor. Additionally the customer gave us a 5 star review after the work was completed. The customer also signed the invoice acknowledging that the work was completed. The customer was left with a estimate to replace the motor while the tech was on site. I have attached the signed invoice along with a screen shot of our CRM Showing the techs notes on the job and the customer review. I think it is important to add that the customer willingly paid for the service and has not contacted us at all since the visit

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company installed the wrong size springs on 06-12-17 when repairing my garage door. I was charged $630.63. On 9-17-21 I had the company come out due to the garage door having issues. A technician showed up and said the door hardware and springs needed to be adjusted. I was charged me $343.38 to complete this task. The garage door continue to malfunction and I had to have the company come back out. The technician advised on 9-20-21 that he could not fix the door to work properly until I replaced the springs that they installed at an additional cost. I have repeatedly called and asked for a supervisor and have been told that no one was available. I feel that I should not have to pay for the wrong springs they installed on 06-12-17. I had to end up hiring a 3rd party company to come out and fix my door since they would not return my call.

  

  Business response

  10/06/2021

  We are sorry that you are not happy with the service provided. We do see that the check used for payment was returned. It looks like *************** put a stop payment on it and received his money back. 

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They provide a estimate that was ****** which included a ***** charge for paying by credit card. When it was time to pay I paid with a check so the ***** fee should have been removed, instead they increased the labor and material cost from ****** to ****** to keep the total at ******. This is illegal and deceptive business practice

  

  Business response

  10/06/2021

  We truly apologize for this. We are getting a check cut today to send out to **** I do not think the technician created this issue intentionally. We will take care of this right away. 

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *** LLC ******* installed a LiftMaster garage door opener at my home in November 2020 (10 months ago). Technician told me it came with a 12-month warranty on parts failure and installation.Sept. 8, the unit would no longer operate. I called *** and explained the situation to service rep. who told me, "The unit is under warranty. We will replace the parts. You will be responsible for the labor." I agreed.The service technician arrived on Sept. 10 and said, "my boss won't let me replace it. Will be $235 to repair because it was damaged by a storm."It's true we had rain on Sept. 7, and a storm to our north. The following is also true: * it was not an electrical storm, just rain at my house. * my house never lost power. * my home is protected by a whole-house surge protector which is working properly. * the only appliance not working was the *** garage door opener. * the outlet in which the unit was plugged, still works. Manager hung up on me.

  

  Business response

  10/06/2021

  We are reaching out the customer today to come up with a solution, We apologize that the service is not up to par. The tech has notes that he ordered the part that went bad on the motor. We are looking into that and will have a fair solution ready for the customer today

  Customer response

  10/10/2021

  Complaint: ********
  
  I am rejecting this response because: OGD never contacted me on Friday, as stated in their response to you.  They tell you they will follow through and then they don't.

  To whom it may concern atthe BBB of ******* I still have never heard from anyone at Overhead Garage Door(OGD) regarding my complaint #********.  Today is Sunday, Oct. 10, 7:39PM.
  
  The message below that I received from BBB-Austin on Friday, Oct. 8, says someone from OGDwould call me that very day.  Never happened.
  
  I still wantto know why I had to pay $250 for an item that their own representative told mewas covered by warranty.  (The entire garage door lift when new wasjust $600.)
  ***********************
  **************
  
  Regards,
  
  ***********************

  

  Business response

  10/19/2021

  The work is completed as of ****. The parts were covered under the 1 year warranty, however the labor had a 30 warranty as stated on the original invoice from 11.24.2020. 

  Customer response

  10/20/2021

  Complaint: 15861225
  
  I am rejecting this response because: The invoice (attached) does not itemize the cost of the electronic board that failed and was covered by warranty.  I have attached my invoice from OGD and my returned check.

   

  I paid $235 for what? The invoice says I paid for parts and installation COMBINED.  Why am I paying for a part that is covered by warranty?  And, this invoice does not say what I paid for a warranty covered part.  Nothing adds up to $235.  RED FLAG!

   

  OGD did not produce a valid invoice.  Why is the invoice even suggesting that I paid for a part covered by warranty?  I do not know what I paid for installation.  I do not know what I paid for the replacement part which WAS covered by warranty. OGD's representative said the part "WILL BE COVERED BY WARRANTY."
  

  OGD is an awful company.  They are cheating me and fooling the BBB.

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

  

  Business response

  10/28/2021

  We recognize that the invoice was not filled out correctly by the tech. The labor charge however is accurate. ***************** was provided a 1 year parts and 30 day labor warranty on the original sale dated 11.24.2020. We did cover the part under warranty however the labor was out of the warranty period. We did update the invoice the best we could to accurately reflect the work that was completed. We have also processed a $50 refund that ***************** will be receiving within 5-7 business days. I have provide the original invoice to show the original warranty and the new invoice. We have also communicated with ***************** about the refund and invoice change.

  Customer response

  10/29/2021

  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

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  OGD ***** ** technician visited on 5/27/21 to replace garage door bottom seal. They needed to order the part and I was asked for a $236.00 deposit, I gave them a check. He asked me to sign an electronic tablet, I was not given a copy of what I signed. I called several times and spoke to at least 9 different individuals between the ***** and ********** locations. Each time I was told they would leave a message for someone to call me back I have never received a call from anyone from either location. On 6/18 I spoke with **** who advised I had two choices, either continue waiting for the part, or request a refund. I requested a refund. **** advised refund should be processed the following week. On 6/30 I spoke to ***** who said the refund would *********** - 8 weeks. They never provided the part, and they still have not refunded my $236.00. This is fraud. The number of complaints against this company shows that they have no interest in being a legitimate business.

  

  Business response

  10/06/2021

  We are so sorry that you had a bad experience with our company. We will be getting this check sent out immediately. 

  Customer response

  10/12/2021

  Complaint: 1584628

  
  I am rejecting this response because:  Today is Tues, 12 Oct 2021 and I am responding within the 6-day limit as requested by BBB.  I have not received the refund check mentioned by OGD's response of 6 October.  This may be as case of postal mail delay, or further proof that the business is a fraudulent operation, intent on routinely scamming customers whenever they can get away with it.  Will BBB take additional steps at this time?  Please advise if I need to take further action as well.  Thank you.
  
  Regards,
  
  ***********************************

  

  Business response

  10/19/2021

  The refund was processed electronically. The customer will be receiving an email today regarding the refund process. 

  Customer response

  10/26/2021

  Complaint: 15846288
  
  I am rejecting this response because:  I am responding within the 6 days allowed by the BBB.  Overhead Garage Door responded they would refund the $236.00 - I have not received any such check.  I will continue to reject their response until I receive the money they owe me and stated they would refund.
  
  Regards,
  
  ***********************************

  Customer response

  11/12/2021

  Complaint: 15846288
  
  I am rejecting this response because: On two separate occasions Melio Payments has notified me via email that OGD was refunding my money via check, first on 19 October with a check ETA of 27 Oct - no check was ever received, and again on 08 Nov with a check ETA of 16 Nov.  I doubt that OGD has any intentions of refunding the money and this is probably another indication of OGD's fraudulent practices.  
  
  Regards,
  
  ***********************************

  Customer response

  11/16/2021

  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.

  I DID RECEIVE THE CHECK today, 12 Nov, for the full refund amount and deposited it.  Now I will wait to see if the check actually clears and if it does not I will reach out again. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  09/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered my new garage door back in February of this year (Feb 2021). I paid my deposit per the contract I signed. Then came the rescheduling by the company (1. Tuesday April 27 emergency reschedule because of the technician. 2. Tuesday the 20th rescheduled date- they called to say wrong door was ordered. I dont know how they figured that out THEN? So they said they had to reorder door.) on August 6, the rest of the amount was taken out my withdrawal demo my bank account- (I had paid check for the first deposit)WITHOUT my permission. They are giving me the run around as to why this has nothing been refunded. I do not have the door, installation has not been completed, and they cannot do this.

  

  Business response

  10/06/2021

  We are so sorry that this happened. This is not how we do business and represent our company. I have issued a refund for the second charge. It should be back in your account within a few days.

*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. ↩