Complaints

This profile includes complaints for OGD Overhead Garage Door's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  OGD Overhead Garage Door

  1019 N Henderson St Fort Worth, TX 76107-1470

  
• 

  OGD Overhead Garage Door

  3021 Old Kurten Rd Ste C Bryan, TX 77803-3074

  
• 

  OGD Overhead Garage Door

  18911 Hardy Oak Blvd Ste 216 San Antonio, TX 78258-4967

  
• 

  OGD Overhead Garage Door

  7215 Bosque Blvd Ste A-307 Waco, TX 76710-4020

  
• 

  OGD Overhead Garage Door Jacksonville

  Jacksonville, FL 32257

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If I didn't have to give them a star I wouldn't. Called them because my Gate opener would not open when you pulled up to it. They sent a Technician out and he told me that there was no exit probe installed. I told them to give me an estimate. They came back with $1900.00. When I told them that i was not going to spend that we negotiated it down to $1000.00. I gave them a $500.00 deposit. I had to call the office to get them to tell me when they were going to come out and install it. They came out installed it and it worked for about 2 weeks then suddenly started opening and closing by its self. This was on a Saturday. I tried to call them but did not get an answer. I called another company and they came right out. There tech said that there were now 2 exit probes installed. The original exit probe had a wire that had become disconnected from its exit probe loop sensor. They installed the new one straight to the control unit and did not install a a loop sensor that it needs to work properly and just hooked up to the control board. The 2 exit probes were basically fighting each other sending false signals sense there was no way to adjust the sensitivity on the new one. The tech disconnected there exit probe , plugged in the loose wire and the gate opener started working. They charged me a $1000.00 for something I did not need. When I called and asked for my money back they basically said there was nothing they could do. Not a very good way to treat a customer especially a Disabled Veteran.

  

  Business Response

  Date: 04/14/2025

  Hi ****, we are genuinely sorry to hear of your experience using OGD. We understand your concern, and in speaking to our gate department we have come to the conclusion with the information you have provided that there may have been an initial misdiagnosis. In light of this we will be refunding the cost spent to have that work done. Please contact us at our main office line, **************, and ask to speak to our gate department for updates on this refund and for more details on how you will receive that. We do again apologize for the error and look forward to resolving the matter. Thank you for reaching out. 

  Customer Answer

  Date: 04/21/2025

  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

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/27/25: One (of 4) garage door springs broke. *** quoted replacing all four for $2550. (This equates to approx $280 hr labor) and servicing all moving parts. I accepted.1/28/25: Work completed and I was told all parts were now 100% and would be trouble free for years. Next 6 weeks: Door & supporting architecture, etc creaks, door opens slowly, motor stops completely, The 4 year old premium motor has a ***** year projected lifespan and worked flawlessly prior. 3/12/25-3/15/25: Two garage door technicians and an engineer / custom home builder reached the same conclusion: Improper springs were stalled, as evidenced by the door being too heavy lift with motor disengaged, the new springs being over torqued, the indentions on the rod showing where the collars should be, the motor giving an error code, the supports bending, etc. (Proper springs support all but <40 lbs of the door. This is why during power outages you can disconnect a motor and lift a door manually.) I believe the salesman could not obtain the springs I had agreed to purchase, thus he installed a lesser product, overtightened them to compensate, and misled me rather than refunding my money. I am seeking a refund of $2550 for the improper work, and an additional $1000 for a new motor and installation. I intend to use another provider to have the work remedied.

  

  Business Response

  Date: 03/24/2025

  Hi *** *****, 

  We want to help get this matter resolved. The technician that was there most recently, stated that your door itself is a heavy door, however the door supported itself when the second panel was on the horizontal track, which indicates and is what a technician looks for to determine that the door is properly balanced. He indicated that a heavy duty motor was necessary for your door, a 3/4 ******** with a solid one piece I-Beam rail to account for the weight of your door vs the 1/2 HP with a multi piece snap together rail, since the report is that the door was balanced properly. We can have a senior technician in the field come back out to retest the doors balance, and to look at the springs installed in January with his supervisors here in the office to just double check those. We would not intend to perform a repair that does not hold, and we do stand behind our work. We understand as well that another company coming out to earn your business is not going to tell you that everything was done properly and that you do not need them, so it can be an easier in for them to say the work was done incorrectly. We would like again to get our senior technicians eyes on this, and to address the matters at hand with getting your door working properly and find a route to a resolution depending on what we see there. Please reach out to us and ask for ******* in customer service if this is an acceptable next step for you, as we do feel this will be the what we can offer at this time to reach a resolution. Thank you. 

  Customer Answer

  Date: 03/26/2025

  Complaint: 23075053
  
  I am rejecting this response because:
  I have hired this company three years (starting in 22) in a row to perform service. Three prior visits and there was never a mention of the door being too heavy for the motor. The motor has been trouble free since I installed it in 7/2019 (I just verified the date). Now, immediately following $2550 worth of maintenance, the door is suddenly under sprung, barely opens, is noisy, and cannot be lifted manually. The service provider is deflecting blame and refusing to acknowledge poor workmanship.  
  Regards,
  
  **** *****

  

  Business Response

  Date: 03/31/2025

  Hi ****, we are confused by your assertion that we refuse to acknowledge any issues here. As of today, we have completely re-done your spring system. We came out and assessed the work done, and acknowledged the springs were incorrect and we took full responsibility for that and got those replaced. The springs that were broken at the initial appointment, were replaced with the exact same size springs that were already up there, and we have rectified that with an all new set of high cycle, powder coated springs. When going through the photos of that initial visit when your old springs broke, we can see that the motor rail was bent/bending at that time, indicating further that the motor was struggling before we did that spring replacement. We do still stand behind the assertion that your motor is not made for a wooden heavy door like yours. ************ even 3/4hp belt motors are never recommended for wooden doors. We want to further acknowledge any part we may have played in this, and although your motor is now working with the door and spring, we want to extend the offer of replacing your motor with a motor better suited and recommended for your wooden door, a 3/4hp Chain drive motor, with a solid 1 piece I-Beam rail. When, and of course if, you are ready to replace your motor and do choose to go with our company to replace that motor, we would provide and install at cost only, for $600. We hope that we can get this resolved with you and that the spring matter having been resolved will help assuage any concern that we will not stand behind our work moving forward. 

  Customer Answer

  Date: 03/31/2025

  Complaint: 23075053
  
  Three years in a row you serviced my garage w no issues. The motor was never a part of the conversation or a problem. Then, your January tech left me with a static weight of 115 lbs instead of the 20 lbs industry standard, your early March tech quoted a motor and intentionally obscured admission that OGD had just left me with 6x the normal manual lifting weight. Most recently you ignored my repeated attempts for rectification from the branch and corporate. A formal BBB complaint was the only method that compelled you to respond. For $600 I expect a 3/4 HP belt drive with WiFi, liftmaster / ***********, with the new rail, installed. Ive paid for two chiropractor appointments and a dry needling session since trying to lift the door you under sprung thus stranding me after my motor seized.
  
  **** *****

  

  Business Response

  Date: 04/01/2025

  We do understand that you have utilized the BBB regarding this complaint. We do again want to stress the importance of the belt VS. chain drive motor, as you currently have a 3/4hp belt drive motor, and the belt drive motor is not ever recommended for a solid wooden door like yours. We are offering the proper motor for your door, which is a Liftmaster dual sprocket 3/4 HP chain drive motor, with a solid one piece I-Beam rail. This is the motor that is rated for your door, and that will be fully installed for the cost offered. It is a commercial grade motor, and it does come with Wifi and MyQ.  We do again want to be clear that this motor is not belt driven, as the belt driven motors are not recommended for solid wood doors. We understand that you feel this has been intentionally done to you, which could not be further from the truth as we are a professional repair company that offers warranties on our work and products in the event that something occurs of this nature. We are happy to schedule the motor install at your convenience, and hope to hear from you to set that up. Thank you. 

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/10/2025 I gave a deposit for a double garage door of $ ******** Install was scheduled for 2/7/2025 9 to 11am time frame. No Show, No Call Reschedule due to installer having no partner due to illness or injury.On 2/20/2025 The installer said he had no helper and once again - reschedule.On 2/12/2025 I was informed that the company was having another crew come work in the area and that they would be at our home2/17/2025 First Thing in the Morning ! At 9:50 AM on Monday I called and was told that the installer was at the warehouse to retrieve the door and proceed to my home straight away. No Call, No Installer, and now they pass my call to a manager named ****** would for what ever reason will not return my call. I have never had such a bad customer care experience in my life. Just want my deposit returned so I might find a better company for my door needs. Thanks for listening.

  

  Business Response

  Date: 03/21/2025

  Hi Mr. ************** apologize that you have faced this trouble getting your door installed. I am currently working with our door department to more details and provide a solution moving forward. I will contact you again soon, thank you for reaching out. 

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/26/24, the technician assessed the issue and replaced the broken spring for $644. However, the door malfunctioned the next day, not opening beyond two feet. The technician returned on 11/29/24 but could not fix the issue after several hours. The door was left halfway open, with parts hanging off the tracks, missing rollers, bent tracks, snapped lift cables, and a damaged motor rail. These damages were not present before the service and resulted from negligence. Despite my requests, the technician attempted to leave the door in this dangerous condition, only partially securing it with help from my father.The technician then suggested replacing the motor for a little over $1,000, which I declined. His final assessment was that the entire system required replacement. Attempts to resolve this with your company have been unsuccessful; calls on 11/29 and 12/2 yielded no response.I contacted another company for repairs. They determined the original spring replacement was mishandledyour technician installed an undersized spring, causing the door to fail. I have since replaced the system for $1,750.On 12/05, ******* called me back. I sent pictures and an invoice from the other company. I still have not received a follow-up call or compensation for replacing my garage door system.Considering the damages caused during the service, I request Overhead Garage Door (OGD) reimburse me for the full replacement cost of $1,750. Additionally, I request a refund of the $644 paid for the initial service, as it was performed incorrectly. The total compensation I am seeking amounts to $2,394.

  

  Business Response

  Date: 12/18/2024

  We have received the photos and attached complaint, and we will have the correct management look through the work orders in our system and the photos and complaint sent here via the customer. *** will contact the customer with more details regarding a resolution. 

  Customer Answer

  Date: 01/03/2025

  Complaint: 22695436
  
  I am rejecting this response because the company hasnt contacted me since 12/05/2024. Ive sent several emails since then to resolve and havent gotten anything back. This happened over a month ago and I need it resolved as soon as possible.
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 01/20/2025

  Mrs. ****, 

  Per our previous conversation, OGD will refund the total amount spent for the service we provided due to the issue not being resolved by that repair, amounting to $644.73 Please give our office a call when you are available and we can get that refund process started. Thank you. 

  Customer Answer

  Date: 01/20/2025

  Complaint: 22695436
  
  I am rejecting this response because of the incompetence of their service technician I had to replace my whole garage door system. If the service was completed properly in the first place I would not have spent over $2000.00 to fix it. I should not have to cover the cost of incompetence. Please refund me the requested amount. 
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 02/06/2025

  Customer had 15 year old door. OGD was called out due to the door having a broken spring and having been thrown off track when that spring broke. The inspection checklist at the first visit indicates that the door needed attention in many places, the broken spring, rollers needed replacing, drums and bearings needing replaced, cables needing replaced, bottom seal needing replaced, hinges needing replaced, and the motor belt/chain and gear/sprocket showing signs of needing to be replaced/having been worn down. The only repairs authorized were replacing one out of the 2 springs, and replacing the rollers. We had a warranty visit with the customer 3 days later as the door was off track again. Mrs. **** told us that the technician relayed that the above listed work needed to be done, as well as the motor and tracks likely needing to be replaced. All of this was declined and Mrs. **** only wanted the technician to get her door in a closed position. The door would not properly close without those needed repairs being completed, however Mrs. **** called a relative of hers to help the technician force the door closed as she insisted the door could not be left open or with gaps. Customer called OGD back a few days later again, during the Thanksgiving Holiday. When we spoke to Mrs. **** for the first time regarding the condition of her door and to try and find a resolution, Mrs. **** had already at that time had another company come out and replace the entire garage door we were told. At that time we could no longer assess any damage or repairs done by ***. We offered a full refund of the services OGD provided. *** is not responsible for the customer choosing to have the entire system replaced by another company before speaking to us about a resolution and after declining less invasive repairs offered while OGD was onsite previously. *** will still offer and honor a full refund of the cost of services Mrs. **** received at $644.73.

  Customer Answer

  Date: 02/07/2025

  Complaint: 22695436
  
  I am rejecting this response because the incident described did not occur and I understand that the company is trying to get out of being responsible. This is unacceptable. The technician was the ONLY tech for my area per the *** that I spoke with. If he destroyed my system and was negligent then why would I want him to continue to work on it. The first visit was just for a single spring ***lacement. The tech NEVER discussed any other issues with the system. The garage worked fine before the spring broke. I tried to resolve with company before getting service from other company. *** would not return my call. I also did not want to incompetent tech to return to my home. Again, take responsibility for the untrained tech and cover the cost of that mistake.  
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to this company for my mother to help get her garage door fixed. They scheduled an appointment, and a technician showed up, he told my mom he fixed the door and charged her $300, $50 dollars went to OGD and $250 went to the contractor I assumed. When I got to her house the door was not fixed. It had the old bent bar on it and there was a large gap between the door and the frame of the house. I call OGD to get the status of ***air and the **** a female said they sent me an estimate and the door had not been fixed yet. She said they only received the $50 services fee; they knew nothing about the additional $250 my mom paid the guy who showed up. I asked to speak to a manager at that point because something did not seem right. The *** told me all managers we gone and someone would call me back. A man did call me back, **** and he asked me to send him copies of the check and I did. He scheduled for another tech to come out and fix the door at no charge. The tech that showed up the second time had no idea of the situation and said he could fix the door for $480.00. I called the office and put him on the phone with a very rude customer service *** and let him explain the situation, the *** hung up, but the contractor called his manager and was told to fix the door as a warranty. I explained the gap and told the contractor if he can't fix it not to do anything, because we wanted the door fix probably. He said he could fix it, worked on it and left. the door still has a gap in it. It is not fixed and when I called OGD again, I spoke with a *******, who said that they were not responsible for the independent contractors ***air. I asked for a refund and was told they could only give back the $50 and we had to contact the independent contractor to get the rest of the money. They took advantage of my mom and we want a full refund so we can get the door fix probably. We do not want this company to send anyone else out to my moms house.

  

  Business Response

  Date: 12/11/2024

  *** sent a technician out to the home, and the technician and the customer onsite decided that they would not get the work done through OGD, rather the customer would pay one check to OGD of $50 for the required service call, and a separate check written to the technician directly for the repair and cost of $250. That is not the way our payments work, and having only paid OGD the $50 service call, which does not cover any repairs, we are not able to warranty any work provided outside of OGD. *** did however provide a repair at no cost to the customer when we were called out a second time, with the agreement and circumstance that the repair we were providing at no cost would have no warranty attached, as there has been no payment for repairs/warranty provided to OGD. Unfortunately, the decision to have the work OGD was offering done at a cheaper cost by paying the technician directly is not work that OGD can or does cover under OGD's warranty. We are happy to provide all receipts and communications on the subject for reference.
  

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the Overhead Garage Door because my door would come open after closing it. They came to make the repair August 19th. According to the technician the repair was made. I paid for the service and a service package. The following day the same problem happened. I called them again. They sent another technician. A couple days after that the problem continued. The tech came back and said that I may need a new door. I requested to be reimbursed for at least half of the amount I paid because I will most likely need a new door. I was communicating with ******* who has failed to return my call. She said she had to reach out to her leadership for approval. I have continued to call and leave messages for her, but she stopped returning my call. I would like to get your assistance in getting at least half of my money reimbursed. Thank you.

  

  Business Response

  Date: 10/31/2024

  *** has resolved this matter with Mrs. ******* and fulfilled the request for a refund of half the payment made for the repair. Mrs. ******* has accepted this offer. OGD processed the refund 10/31/2024. We believe the matter to be resolved. 

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 4, 2024, *** gave me a quote for replacing two springs on my garage door. They proceeded with the work for the total amount of $589.46. However, I later discovered that the springs were not new nor were they matched; they were rusted and appeared to be used. I called them on September 9 to come back. On September 11, they returned and told me that they could replace the springs with new springs or return half the money I paid back to me. At that time I insisted that they return my money in full and remove the springs they had installed since I didnt trust them anymore. They refused and I am again asking for a full refund.

  

  Business Response

  Date: 10/16/2024

  OGD installed dual springs on 9/4/24. The customer called us back and set up another visit for 2 days later on 9/6/24 to get a quote for a new door entirely. We showed up for that onsite visit, but received no answer at the door or via phone call, and therefore we emailed the quotes the customer requested for the new door over to them, with the understanding that since we had just done a spring replacement at the customers request to get the door working while they waited for a new door, we would of course apply the cost of the spring repair to any new door quote.  During this time the customer received quotes from other companies to replace the door as well, and was told that a used spring was installed by us. We quickly set up a warranty visit, which revealed that one of the springs had a cone that was dated 2011. The spring itself had zero signs of wear or use and looked identical to the age of the other spring used with a cone dated 2023, and certainly did not present as a 13 year old spring, and likely this was a cone that was made in 2011 that the manufacturer used to build the spring. Although this does not make the age of the spring 13 years old and the customers door was now, after the repair, in perfect working order, we understood the concern, and we offered to replace that spring with another that had a new date on the cone, along with refunding a portion of the cost of the service for the inconvenience. The customer refused and demanded a full refund because they did not want the repair anymore since they were getting a new door with another company. The customer at this time told us they were going to just cancel the payment with their credit card company and ended our phone call. All of our phone calls and communications with the customer are recorded and have been listened to by customer service and applicable upper management, and OGD feels as though we have offered above and beyond our duty to make this right with the customer since a service was provided that fixed the customers door when needed and requested of us, as well as offering another new part and partial refund of that service due to the inconvenience. 

  Customer Answer

  Date: 10/22/2024

  Complaint: 22384946
  
  I am rejecting this response because:

  The parts are not the same..please see photos.

  i would accept a refund for half the cost I paid.

  Please note that this vendor did not come to my house at the appointed time on September 7th to discuss new garage doors and I cancelled that visit on September 8th.

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

  

  Business Response

  Date: 11/13/2024

  We are looking further into this, and will reach out to the customer to discuss this resolution. 

  Customer Answer

  Date: 11/16/2024

  Complaint: 22384946
  
  I am rejecting this response because:  the provider has not reached out to me yet
  
  Regards,
  
  *** **********

  

  Business Response

  Date: 12/18/2024

  *** has taken a look back through the records and recordings of our communications with the Richardsons, and we will not be able to offer a 50% refund. We will continue working with the customer to find a suitable way to resolve this for both parties. 

  Customer Answer

  Date: 12/19/2024

  Complaint: 22384946
  
  I am rejecting this response because:

  The invoice I received stated I received a dual-spring package replacement.  I did not receive this.  What I received were two different springs, one of which I was told was used.

  i would like to request either half my money back as was originally offered to me or that the springs be replaced with two matching, new springs.
  
  Regards,
  
  *** **********

  

  Business Response

  Date: 01/06/2025

  We would like to get this matter resolved, and OGD will be happy to come out for another visit in order to replace both of the springs with new springs at no further cost to the customer. I will reach out to the Richardsons today to get this visit scheduled to resolve the matter. 

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OGD Overhead Garage Door arrived at my residence on September 12, 2024, to replace a broken spring that was installed 6 months prior. Several significant issues occurred during the technician's visit.Labor Fee Discrepancy:The tech agreed to replace the spring, the technician attempted to charge a $216.00 labor fee, even though customer service had previously assured me there would be no charge. I refused his offer. I am concerned it may reflect a broader practice where techs are hustling customers.Unprofessional Behavior The technician became increasingly irritated when discussing the attachment plate between the door and motor mechanism. After I informed him that I had installed it, his attitude became dismissive and condescending. He also implied the spring failure was somewhat related, which I strongly disagree with, as the failure seemed to be a premature single point failure.Proposed Door Replacement:After four hours of work, the technician informed me that the door was "completed," but he left it unattached from the motor due to his discomfort with the attachment plate. He then suggested that the entire door needed replacement, offering his "special discount" of $2,600.00. I declined and asked him to show himself out of the side door once completed.Damage to the Door:Following my refusal of the door replacement, the technician appeared visibly irritated. After he left, I discovered damage to the top panel rail of the door, which resulted in a crease in the exterior mid-span. This damage was not present before his visit. I reviewed video surveillance which clearly shows he forcibly bent the door. I believe this was done intentionally as an attempt to force me into replacing the door, which is completely unacceptable.This experience has been frustrating, and I am disappointed by the unprofessional conduct and damage caused to my property. Moreover, my garage door is now in a worse state than before the technicians arrival.

  

  Business Response

  Date: 10/30/2024

  *** has sent another technician to the customers home, and we are continuing to resolve the matter with the customer. 

  Customer Answer

  Date: 11/04/2024

  Complaint: 22340823
  
  I am rejecting this response because: OGD did send a ********** who attached the opener to the door, he also ***laced the top interior frame that was bent, however the top panel o the door remains damaged which allows rain and the elements into the garage. Furthermore, the door is now demonstrating characteristics of another premature failure by not smoothly going *** the rails. Second ********** did a fantastic job of trying to correct the issue and admitted a new panel was needed. Several comments were made between the ********** and his supervisor over the phone regarding how the install was not correct.

  OGD *** contacted my wife to advise they were working on rectifying the panel ***lacement (2 weeks ago), however until this has been corrected I choose to leave this complaint open.

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

  

  Business Response

  Date: 11/13/2024

  We understand the need to leave the complaint open while we work through this with the customer. I am working with the supervisor that was on the phone with the most recent tech onsite, and will contact the customer via phone call to continue towards resolution. 

  Customer Answer

  Date: 11/17/2024

  Complaint: 22340823
  
  I am rejecting this response because: Just waiting for response as indicated by OGD.
  
  Regards,
  
  ****** **********

  

  Business Response

  Date: 12/18/2024

  We understand the complaint is still open and I will continue on my end working to find a suitable resolution for *** and Mrs. *****************

  Customer Answer

  Date: 12/19/2024

  Complaint: 22340823
  
  I am rejecting this response because: Leaving status of case open until resolved.
  
  Regards,
  
  ****** **********

  

  Business Response

  Date: 01/06/2025

  Hi Mr. *********** in your initial message you stated that you have video footage of what appears to be the technician visibly and forcefully bending that top panel of the door. Would you be able to email us this footage please, as it will help in getting this matter resolved. You can send that to me at ****************** Thank you, I will look forward to receiving this. 

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gentlemen:Our garage door spring broke on 6/14/2024. We called O G D (Overhead Garage Door) for help. They dispatched a service technician later that day. The technician evaluated the situation, replaced both springs, lubed and serviced the rollers and drive chain. The total charged for service call, springs and installation was $609.00, paid by check to ***. On July 31, 2024 the garage door came off its track. I called OGD for assistance, they informed me that we were beyond the 30 day warranty period but they could get another tech out the following afternoon. Being somewhat unimpressed with the response, we contacted another service provider. The springs installed the prior month were apparently larger than original causing an over-torque situation in the full open position. That could have caused the torque to pull the rollers out of their tracks. After discussion with the new technician (a retired engineer), I opted to have the proper sized springs installed. I paid for the proper springs. I took pictures of the previously installed OGD springs and the replacement springs, including their numerical markings, for comparison. I contacted ***, requested a refund of the springs and their installation charges but not for the service call. I expected them to buy their over-sized springs back at what they charged me for them. Numerous calls, long holds and promises of calls back over the last two weeks have been futile, not to mention aggravating. Thus far I have not had even the courtesy of the promised return call, much less the appropriate refund. And I have a set of springs that are of no use to me, yet might be appropriate for another garage application.

  

  Business Response

  Date: 11/13/2024

  *** provided a full repair with parts to the customer. The customer had a competitor out rather than allow us the time to get back onsite, and in speaking to the customer through text he told us the other company onsite did not recommend he replace the springs, that he, the customer opted and requested that they replace the springs. Had the springs been incorrect, that would have been a recommendation from the other company that had been onsite. The customer was and is aware that another company performing a repair to the door will void the warranty on the parts and labor provided by *** as well. We reviewed the photos that the customer sent to us of the springs, and determined that they would not have been incorrect for the door. While we can secede that the springs we installed possibly could have used an adjustment in the number of turns on them, we are unable to even confirm that having had them removed by another company at the customers request. We are unable to provide a refund due to these factors. 

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a garage door installed and after two weeks, it pulled out of the wall. They came back to fix it and a few weeks ago, it did the same. The garage door came crashing down and slammed into the ground - I have young kids and this could have been very serious. I have called nearly a dozen times, spoken with several people, and still cannot get a call back from the customer service people. *** also missed several initial appointments and are telling me I need to pay a service charge for their faulty installation - they admitted that the first installation was not drilled into a wood stud, which is their fault. They also drilled several holes into the drywall and said they would fix it, and they never did. I need a refund on this for all of the headache here. I also need them to come fix this. *** also had to part my brand new *** outside for several weeks. This has been one of the very worst experiences Ive ever dealt with and I am very understanding and usually do not escalate issues.

  

  Business Response

  Date: 09/26/2024

  *** has gotten this complaint settled with the customer, we have provided further repair at no cost and a partial refund of the previous service.