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Complaint Details
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Initial Complaint
28/02/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
My garage door opener stopped working. I called Overhead Head Door Co. (the manufacturer) The technician Ivan, came and within five minutes concluded that it could not be fixed, and recommended a new opener. He said "you can't get parts for this any more". The next day, I received a quote from OHD Co for a new opener - almost $1,000. I was suspicious, thinking that their priority was not repairing my existing opener but in selling me a new unit (with my existing unit going into the landfill). I called in ***** ***** ** *** *******. The technician was brilliant: he quickly diagnosed the problem, went to his truck, came back with the required part (the receiver), and had the door opening within 15 minutes. He obviously had no difficulty getting the part. I then went on to ******, and found that the required part was widely available. To repeat, this is the part that Ivan said was impossible to get! The OHD Company took my credit card details when I requested the service call, and charged me $155.40. The OHD Company ****** *** telling me the part was impossible to get. Thhis was clearly false. I have requested the OHD Company to credit my credit card with the amount of the invoice. * ****** *** *** ******* ******** *** ***** *** * *** **** *** *** ****** **** ******* *** **** ** **** *** ******
Business response
28/02/2023
Hi ******,
I wish I could provide a satisfactory reason for Ivan making this recommendation, but I can't. I completely believe every word you say in your complaint. I'm very sorry we didn't offer you better service.
Please note that we have had a very difficult time finding good residential service technicians, and at this point, we have stopped offering residential service altogether.
I see in your file that we have already processed a full refund. Please let me know if you don't see it in the next few days.
Jason L****
President
****************Customer response
28/02/2023
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.
Sincerely,
****** *****
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.