ComplaintsforSpringfield Overhead Doors By Hart

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late July 2023 they worked on my garage door. They replaced springs, cables and pullies. My garage door started having problems in December 2023. I finally figured out that they had put a 3 inch pully on 1 side and 4 in pully on the other side. This was causing door to occasionally catch on pully. Service man gave me no paperwork,said i would get bill in mail. Called overhead door and explained my problem. the receptionist said there was no mention of pullies being replaced. she talked to owner and he said they didnt replace pullies and was not going to fix my problem. I told receptionist that I was contacting BBB and would let all my friends and coworkers know about my experience. the next day the owner called me and was very rude and disrespectful. He was yelling saying that I was threating their company. I said that didnt happen. He said that I told receptionist that I was going to run my mouth. I asked him why he called me since he was not going to fix my problem, apparently just called to scream at me. He also said they dont make 4 inch pullies, i correctd him and told him that i had already researched the part. 3 inch is for regular door and 4 in is for commercial doors. I have replaced incorrect part but garage door need readjusted. I want problem fixed but not by overhead door. I want another co to fix door and for overhead door to pay for it. the owner seems to be a hothead and i dont trust that they will do a good job. They have already messed up once. I have lost my receipt and they will not send me a copy.

  

  Business response

  02/16/2024

  February, 2024 customer called our office about warranty on a service call from July, 2023.  Customer stated we installed the incorrect wheels on his door.  After discussing with the customer, Springfield Overhead Doors determined the customer was referencing the extension spring pulleys on the door.  Springfield Overhead Doors explained to the customer that per our invoice he paid in August 2023, we replaced (2) extension springs and both cables on his door, but had not replaced any pulleys.  

  Customer was informed of the service warranty of 90 day labor warranty from date of service and that he actually had not been charged for any pulleys.  Customer was also informed that no warranty applied to parts customer did not pay for and we did not replace in July, 2023.  Customer was given the option for us to come out to service his door but that it would not be free of charge for something customer did not pay for in July, 2023.  Customer stated they would replace the pulley himself.

  At no time did customer request a copy of his July 2023 service invoice.  We are more than willing to provide the customer with the invoice showing work performed and payment date.  Just need an email to forward it too.

  At no time during multiple conversations with the customer did any of Springfield Overhead Doors' staff raise their voice or treat the customer unprofessionally despite the customer threatening to file a BBB complaint, have his wife bad mouth our reputation at her place of employment, and that he too would do same at his place of employment.

  Springfield Overhead Doors did not tell the customer that 4" pulleys don't exist, but that the residential service trucks do not stock 4" commercial pulleys to install incorrectly on a customer's door.  

  Springfield Overhead Doors will not provide a credit for this customer's service work completed in July, 2023 for replacement parts required to get his door fixed and running as requested.  Springfield Overhead Doors will not be responsible for additional work on customer's door that customer did not pay Springfield Overhead Doors to complete in July, 2023.

  Should you have any questions, please feel free to contact our office.

  Sincerely, 

  ***** ****

  President

  Springfield Overhead Doors

  Customer response

  02/17/2024

  first off he is a liar. he did raise his voice and his response that my wife was going to run her mouth is aggressive ,disrespectful and unprofessional why am i being pushed off because his serviceman didnt write down the pully.installation. One of the cables was frayed. when he was installing the cable on south side of garage he found that the pulley was damaged  and needed replaced. the damaged pulley caused the cable to fray. i personally watch him put in new pulley. i remember that he had to go  back to truck several times to get the correct socket. I never signed off on what serviceman did. He did not give me any paperwork. Said I would receive a bill in a few weeks. I tried to explain to owner about all that happened and would be more than happy to pay for the correct pulley but I would not pay a second time for installation for something they did incorrectly the first time. He said that he could not believe that I have the nerve to call after 7 months had gone by. My garage sits on a floating  slab. When we had that bad freeze in December is when I started having occasional problems. Slowly got worse. I finally found that top of garage door was catching on the 4 inch pulley. The four inch pulley is twice as wide as a 3inch pulley. I am a senior citizen with a heart condition and I felt threatened when he called.I almost called the police. I do not want any more contact with overhead door.  The owner and i do both agree on 1 thing, if you get good service then a good review is given but when you not only get poor service but feel threatened and unsafe then a poor review  is well warranted. I will make sure that his unbelievable response and behavior will be known. thank you BBB for your help.

*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. ↩