ComplaintsforOverhead Door Company of Lubbock, Inc.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My garage door spring broke. Overhead Garage Doors sent a technician out to replace the spring on April 28, 2022. I paid for the spring and service call in the amount of $178.50. It only held for a few weeks before the door broke again. They sent a different technician out to fix it. I asked what caused it to break so soon. He said the previous technician did not install the spring correctly and it put too much strain on the coil. He fixed it and wanted to charge me and additional $98.50 for the second service call. I told him I shouldn't have to pay a second service charge for something their technician messed up. They ended up sending a technician out 4 times to fix things that they broke. The repairs lasted anywhere from, 3 hours to 2 weeks before breaking again. I paid for the parts but should not be responsible for a second service call because their technicians kept messing up the repairs. I called the office to complain and they took the $98.50 off my bill but later added it back on. In August I called OGD to come out because the door was broken again. He told us the spring Overhead Garage Door installed was not the right size for our garage door. He changed it out and charged $219.00 which I paid. I have not had any further problems. But Overhead Garage Door keeps trying to get me to pay for that second service call. If their technician had done the job properly there would not have been a second service call needed.

  Business response

  12/28/2022

  Business Response /* (1000, 16, 2022/12/30) */ Hello, I apologize for the issues you have had, but we do not show any record of you disputing the bill with our office. I do show the service call should have been warranty and I have taken it off your account. Your account shows a zero balance and has not been sent to collections. The subsequent calls we show on your account were to do with replacing parts in your electric operator, not your spring. I apologize for the miscommunication. Thank you, Mandee Lawlis- Office Manager Consumer Response /* (2000, 18, 2023/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) By showing a zero balance on my account I believe this to be a fair resolution. Thank you for your help in resolving this issue!

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see attached documents:

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2022/01/12) */ Due to industry wide material and labor shortages outside of our control we have experienced massive delays in product shipment. As we do not control the means of production or shipping our hands are tied. We have passed ***** this complaint to those of which it is relevant and are awaiting a response. Overhead Door Co of Lubbock, Inc has been in business over 70 years and prides ourselves on customer service and satisfaction. We will make this right. Consumer Response /* (3000, 7, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any contact from Overhead Door Company Lubbock since the complaint was filed and their response to the complaint. Under the heading Desired Resolutions on the complaint form I entered: Finish the Job and Billing Adjustment. Per ***** ***** on September 10th, 2021 he said that due to all the trouble we were having that the door would be at no charge and he would reimburse me for the $526.50 I had put down before they would order the door. Not sure why I have not received a check for the $526.50. I don't think that has anything to do with not being able to get the garage door panel. Thought maybe I would at least receive the check since I filed the complaint and in their response they stated "we will make it right". That really doesn't say anything. ***** also told me that on September 15th, 2022 that the District Sales Manager would be on the factory floor to make sure the panel got loaded on the next truck going out. So, at this time I am not going to accept the response from Overhead Door Company Lubbock until both conditions are met. Consumer Response /* (3000, 10, 2022/01/20) */ Where in the response it says September 15,2022 it should read September 15th, 2021. Business Response /* (4000, 15, 2022/12/30) */ We kept to our word and finished this job after receiving the correct section from the factory. This complaint should be dismissed. If Mr. ****** has any additional issues, he should contact us directly. Thank you. Consumer Response /* (2000, 17, 2023/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Job completed and refund received.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Awful. Spent almost $2000 having wall mounted garage door openers on my shop earlier this summer. Just got around to trying to link up the openers to the OHD app. They won't work correctly because the installer failed to install the Bluetooth safety lights that were included with the openers I paid for. If these people can cut a corner, they will. I've called every day this week and talked to the "manager" ***. He has an excuse every time. I've reached out to the owners with no response.

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2021/11/05) */ Contact Name and Title: ****** ****** Office Mana Contact Phone: XXX-XXX-XXXX Contact Email: ******@overheaddoorlubbock.com We have tried calling, texting, and messaging Mr. **** on multiple outlets to get this resolved. When his shop was being built there was no electricity to run test the safety lights and we were unable to install the sensors he is talking about. We would gladly repair his operators to pristine functionality given the chance. Please ask Mr. **** to reach out, so we are able to make this right. Business Response /* (1000, 8, 2021/11/05) */ I don't believe that Mr. **** has been fair is his accusation- as there was no way for us to test the function without electricity to his barn. It is inaccurate that it being unfinished was our fault. Consumer Response /* (3000, 10, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Interesting that the business claims there was no electricity in the shop. How else were they able to set the open and close limits? Additionally, they programmed the remotes. All of this requires electricity. Bottom line, they refuse to accept responsibility that there technician didn't complete the install appropriately. However now we know from this response that the workers and the owners are dishonest. Again, wouldn't recommend them. Business Response /* (4000, 15, 2022/12/30) */ Again, we believe this is an unfair review. Our technicians carry extension cords and generators on their trucks, which is how the operator would have been installed and remotes programmed. He could have asked all of this from our office without bringing the situation further. We have been in business owned by the same family for 72 years. You don't get that tenure by being dishonest and it's a far reach to assume a company could require dishonesty from its employees. Please close this file as no rebuttal is needed, and we will agree to disagree.

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