ComplaintsforOverhead Door Company Of Polk County, Inc.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 4th Our door would not open. Leo, of Overhead Door of Polk County, Inc., arrives and gets door operating but it only opens partially, the clutch will not let it go all the way up. He left saying he will return next day. But 2 days later after numerous unreturned phone calls he comes back (6th) out to attempt to fix door but it fell off 1 track. He left, came back next day (7th) and gets the door to close only. He said he would come back with a crew on Monday (10th), with his crew the tested the door and while it was coming done it fell off the tracks and crashed to the ground. He left and said he would come back next day but did not return until Thurs. (13th). He got the door to operate properly but it will not close completely because of the bottom damaged panels which cannot be repaired. The door needs to be replaced. Landlord will not accept the door as it is.

  

  Business response

  05/08/2023

  Please see the attached response.

   

  Thank You

  Customer response

  05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Extremely poor Customer Service.

  Incredibly poor reply. 

  Shockingly unprofessional.  

  If the cables and the door were "so messed up" why did Overhead Door work on the door? Was that a safe and smart decision? The door smashed to the ground because Overhead Door was working on it. Period. 

  Shame on you BBB for giving this company an A rating.
  
  
  ********* ******

  

  Business response

  05/24/2023

  Overhead Door Company of Polk County worked on this business’ door because they called us to. The response from this company questioning whether it was “safe and smart” to work on doors leaves us scratching our heads. Repairing doors is literally what we do and have done for 50 years. We provided an emergency, after hours, service call, (because they called us to), and charged them a total of $285.00. We also explained to this company how very behind we are on service calls. We are not an emergency door company and do not proclaim to be.
  This companies’ argument that just because we were the last to work on this door somehow makes it our fault is completely false. It would be no different that taking a car in for an alignment and the tire going flat on the way home. It is neither predictable or preventative. And certainly, does not make the last company to touch it, liable.
  Our response was not “shockingly unprofessional”. We cannot tell which part they felt was shocking or unprofessional. We responded with facts. Just because they do not agree with those facts, does not make it untrue, shocking or unprofessional.
  Just to clarify, the BBB gives us an A+ rating based on legitimate complaints that they receive, that is how their business works. Our A+ rating means that, in 50 years, we rarely get complaints and we maintain positive feedback.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩