ComplaintsforOverhead Door Company of Madison
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Complaint Details
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Initial Complaint
09/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went in Friday 9/24/2021. My garage door openers were not working and I thought I needed new ones. NOTHING was said about replacing batteries first. There was no attempt to try and resolve my issue. Also, nothing was said about no returns. I left and then a friend told me I probably just needed new batteries. I had the batteries replaced and now the old openers work fine. I went back over to Overhead Door and he said, read the bottom of the invoice. This was not the same employee as the one who charged me $80 for two openers that I did not need. He asked if the person who sold me the openers had tried to trouble shoot and I said no. The look on his face said too bad, so I walked out. One of the boxes does not have the seal broken, and the box that does have the seal broken was done by the employee who sold me the openers. I want my money back. This employee should not have sold me the openers without offering assistance for the issue. No attempt was made.Business response
10/13/2021
The customer came to our showroom and asked for new remote controls. She never mentioned trouble with the existing remotes or asked for help with them and I assumed she wanted additional remotes for her door. Our return policy on electric items is posted at our service counter where customers come to pay and listed on the receipt. We cannot guarantee electric items for re-sale if they are brought back for a return so we do not accept any returns on electrical components.
Sincerely,
**** ******
Vice President- Operations Manager
Overhead Door Co of Madison,Inc.
Customer response
10/13/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I said my remote controls were not working. I did not know what was wrong. Any reputable business should be trouble shooting at that point. It is their responsibility to help a customer with a solution, not just sell replacements. Their response is not accurate. [Please type your response here.]
Regards,
Business response
10/26/2021
If we are not alerted to an issue with existing equipment, we cannot troubleshoot with a customer. If Mrs. ****** wishes to return the remotes, I will give her a refund.Customer response
10/28/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.