ComplaintsforAmerican Overhead Doors

• Initial Complaint

  05/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been working with this business since the Summer of 2020. Todd, one of the sales representatives came to my house twice for a quote and details. October 30th, my garage door was installed. When I went out to see the work, I couldn't open the door leading into the garage. The team had put the track on incorrectly. I called the company around 4pm during their business hours but no one picked up. I called the Sales Representative that had sold me the door and he yelled at me and said nothing was done wrong. I couldn't believe that someone was telling me nothing was done wrong when I couldn't enter my own garage! I finally reached out to ******, the company who made the garage door and they put me in touch with the owner, Mike. Mike provided me a discount and then the team came back out to fix the garage door. A new lead installer. The second time the garage door was installed, it hit my cabinets and I was unable to use them. I paid the rest of the balance with the promise that t

  

  Business response

  05/17/2021

  Dear BBB -

      The tracks were older tracks which were replaced. Due to new engineering the track had a slight decrease in radius. This was changed out immediately and fixed. Due to the professional grade track now installed- the length was longer and covered a cabinet opening fully. We resolved this issue as well to the customers satisfaction. At this time I, Michael M******- Officer made a price discount for the multiple trips upwards of $750dollars. At this time it was mentioned that the customer was supposed to have glass. This was not on a signed contract and digital proof signed by customer. My offer to keep good relationship status was to give free Insulated Frosted Glass on the door- a consumer price on this custom order would have cost $1500- $ 1800 dollars. This was ordered at no cost, and installed at no cost in good faith to keep our customer happy and go above and beyond normal business practices. A scratch was noticed and a new section is still on order at no cost, under warranty and a manufacture issue. The customer after all this decided to contact us again for a matching entry door. This request for a quote from us felt like we kept our relationship in good standing to gain her business back. Unfortunately we only sell the entry doors to customers retail as a complementary option. We do not install the entry doors as we advise customers to use a contractor or fine woodworker due to the different installation aspects, tools and background needed. This was not acceptable to our customer and wanted us to provide work out side of our scope of business. Again every concern was dealt with - provided discounts and free product - even gaining back more requested work from us. Our manufacture was in touch as well to assure her that our company was doing everything above industry protocols and craftsmanship outlined via emails. We even then tried to see if their was another dealer that did install entry doors near her and our manufacture stated the same from most dealers that Entry doors are retail only in the industry. As a Family Company 35 years old- we provided every level of A+ business ethics, values- and superb customer service and support even when issues were at hand- and fixed 100%. 

  Sincerely, 

  Michael D. M******

  Chief Operations Officer 

  American Overhead Doors, Inc. 

  Customer response

  05/17/2021

  
  Complaint: ********
  
  I am rejecting this response because: the owner, didn't even attempt to share anything about my recent experience which prompted me to reach out to the BBB. I took off the day off work and was supposed to have the team come and install the last panel of my door due to a dent. They arrived at my home at 10:07am when my window was 8-10am and told me that a rack fell in the truck and damaged the panel that I waited for over two months for. Mike, who responded to my complaint, shared he couldn't call me and tell me himself because he was in a meeting from 9-10am. Mike made all the concessions because of the amount of time the team messed up. There are many details not included here, for example when the garage door was installed, and installed so that my door hit it, preventing me from entering the garage, not a single person could be contacted during the team's business hours. I finally got a hold of the sales representative and he said there was no problem.

   

  When I reached out to Mike again, for the last issue, before prompting me to reach out to the BBB, he stated I was harassing him, when I shared why I took off the day from work. Apparently, his girlfriend, Ally, the one I spoke to and shared that the job would take 2-3 hours, was incorrect. I am not sure how it is harassing that I shared with him one of his employees shared with me wrong information, when Mike asked why I took off time from work.

   

  I want to be compensated for my time spent clearing the garage for the team to come work, for the fourth time, how Mike spoke to me in a condescending way and rudely in emails, and the day off from work. I asked about the entry door, as a way for his team to provide me compensation for the reasons in the previous sentence, not because I wanted to work with them again.

  
  Sincerely,
  
  ******** *********

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