Complaints

This profile includes complaints for Overhead Door Company of Worcester's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Overhead Door Company of Worcester has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Overhead Door Company of Worcester

  60 Sunderland Rd Worcester, MA 01604-3339

  
• 

  Overhead Door Company of Worcester

  444 Central St Leominster, MA 01453-6161

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15th , we have our overhead door serviced , the torsion springs had to be replaced . That is when the problems began . The springs installed was the wrong ones . After this the door wasn't closed all the way anymore , after call the company few times , we were told the door was like that , that was normal .But because was spring /summer , we only open the door once a day . In October that we need to open and close the door all day long , the problems on the door got worse. So we called the Overhead door company again on 10/06/2022 , they serviced the door and charged us $275 .In 10/13/2022 they replaced both torsion springs again charging us $1001.46 .In 10/17/2022 they had to came back again because the door wasn't close right , so they had to make some adjustments and even with the parts replaced wrong they charge me again $275 .in 11/23/2022 the top section of the door broke on half and the door got stuck open , they came back and charge me again $315.94 , and I was told that I need new door that will cost me over $7000 . Now we cant use the door at all affecting my business , all because some parts was installed wrong and the company dont want to take responsibility for it . So I called a different company to get a second opinion about my door . They check the weight on the door , and they are 100% sure the torsion spring was calculated wrong and there is even more parts wrong . So I called overhead door again to talk about the situation , spoke to a service manager Matt , explained the situation on 12/08/2022 , he sent some workers to look at on Dec 12 . , I was recording what the workers was doing , they were reducing the pressure of the springs . I asked what was wrong ? They said they had to go back to the shop and get a scale so they had to weight the door . When they came back and did it , they said " Now we can say for sure , this springs was replaced by us wrong , the measurements was wrong . We need to replace it .Company is ignoring me

  Business Response

  Date: 01/06/2023

  Customer satisfaction is a top priority for us.  Fortunately, it is very rare for us to encounter a situation that we can not address to achieve a positive outcome.  ******************** is not providing an accurate assessment for the door which he is referring to in his complaint.  Please review his initial letter we received via certified mail on 12/20/22.  Upon receipt of his letter, we reviewed the service history and related pictures and provided the attached response. His assertion ignores that fact that his door was significantly damaged prior to our arrival on 4/15/22.  He also erroneously states that we replaced the springs on 4/15/22.  This is not correct as we only provided a temporary repair to the existing springs to make the door operational.  A temporary repair is standard practice while replacement springs are being ordered.  We did replace the springs with the equivalent of the existing on 10/13/22.  However, since the door had been run with broken springs previously, the electric operator caused essive force on the top panel.  It was this excessive force that caused the damage to the top panel, not the torque rating of the springs.  Due to the excessive age of the door and the fact the panels are no longer available, we recommended replacement.  When we learned of Mr. ********** dissatisfaction, we offered to void the existing open invoices totaling the amount of $590.94.  We realize this offer falls short of Mr. ********** expectation.  However, we feel we were providing service in good faith to keep his door operational while minimizing repair costs, and any further refund or replacement at this point is not warranted.  We regret we were not able to arrive at a more positive outcome.