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Complaint Details
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Initial Complaint
10/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Overhead came to my house in April 2021 due to damaged panels that the worker determined as likely installed as damaged. All 4 panels will be replaced under warranty. He let me know there was a short backorder and it would be a few weeks before it would be replaced. I have continuously checked in and have only received a response (sometimes after multiple attempts) that the panels are delayed due to manufacturer issues. I understand this (and shipping) is an issue, but from what i have heard from others, NEW customers are being prioritized vs warranty replacements (existing customer). I called again earlier this week to get an additional update because I am looking to sell my townhouse and need it replaced before placing it on the market. It's been several days and again no reply. We are now going on 7 months since my original appointment where the individual/worker said it would only be a few weeks.Customer response
11/17/2021
am forwarding you correspondence from last week 11/9/2021. My response and my follow up yesterday after I didn't hear back from them (even thought it seemed to indicated that I should have heard back from them).I am getting ready to list my house for sale and have been waiting for months to do so because I need this fixed. Because it's a townhouse and apart of the condo association, the color has to match the other units.Please let me know if you have any questions.Thank you,***********************Customer response
11/22/2021
***********************<*********************************
2:20 PM (41 minutes ago)
tomeBegin forwarded message:
On Monday, November 22, 2021, 1:08 PM, *********************** <*********************************> wrote:Thank you for the response! You mentioned you were going to try to get an update from the manufacturer since Im looking to sell my house and have been waiting since April. Have you been able to get a better estimate? I really hate to bother you on this, but Im really hoping to get my house on the market and have delayed this since April.At that time, I was told that my replacement panels under warranty would only be a couple weeks backordered.We are now going on nearly 8 months. Im extremely frustrated, as Im sure you guys are too.
Thanks,***********************
Sent from Yahoo Mail for iPhoneOn Monday, November 22, 2021, 1:02 PM, Madison Overhead Garage Door Svcs <******************************************************> wrote:
Good Afternoon ******,We're still waiting on the sections from the manufacturer. As soon as we have them, we can install right away.Thank you,*******
ReplyForwardCustomer response
12/14/2021
I was just checking on some of our orders and I was told the sections are coming "soon." I'm not sure exactly what that means, but at least it's a verification of someone in giving me anything resembling information. :-)I'm hoping this is the light at the end of the tunnel! (preferably a good light).More to follow!Thank you and have a great day,*******On Mon, Nov 22, 2021 at 1:08 PM *********************** <*********************************> wrote:Thank you for the response! You mentioned you were going to try to get an update from the manufacturer since Im looking to sell my house and have been waiting since April. Have you been able to get a better estimate? I really hate to bother you on this, but Im really hoping to get my house on the market and have delayed this since April. At that time, I was told that my replacement panels under warranty would only be a couple weeks backordered. We are now going on nearly 8 months. Im extremely frustrated, as Im sure you guys are too.
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