Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had garage door and opener installed in October. The wrong window fixtures were installed on the door. I was told the right ones would be installed in 1-2 weeks. I have spoken to the install department multiple times and still nothing has been accomplished. Its going on 2 months at this point and has become ridiculous.
Business response
12/22/2023
Unfortunately the inserts that the customer is waiting for have been on back order, we are working with the manufacturer to get them in as soon as they can. The moment they arrive we will get the customer taken care of. Customer has been told this info.Initial Complaint
09/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was told that I would receive a 5% senior discount on my service which was done 4/2/2022. The discount should have been 5% of $592.75, or $29.64.I have followed up for 5 months. Every time I would call, I was assured that I would receive a credit of $29.64 on my credit card. After 3-4 months, I was told that it was too late to issue a credit on the credit card, and that I would receive a check.As I have stated, this has been going on for 5 months. Every time I would follow up, I was told that it would be taken care of......and it has never been taken care of.At this point, it is the principle of the thing........I realize less than $30 is fairly immaterial, but this company is either dishonest or incompetent. Either way, it is very frustrating.With that said, I was very satisfied with the actual service.I have tried following up twice with the Manager, *******************..........who has never even given me the courtesy of a return call.Business response
09/09/2022
I have contacted ******** and apologized for the situation and let him know that we have processed his refund and a check will be leaving our *********** office next Wednesday.Customer response
09/19/2022
My issue has been satisfied
Initial Complaint
08/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
4/25/22 Installed a new garage door. One panel was bent but it was installed anyway and they will come back in a month and put in a new panel. 5/24/22 Came out and installed the new panel. It still doesn't work right. The keypad is up too high for me to reach it. 7/6/22 They came out again to fix it and it still doesn't work right. The trim doesn't stay up and looks terrible. 7/14/22 Tech came out again and said the track is moving. He moved the eyes up on the track. Still doesn't work right. We have to keep adjusting the eyes. The trim looks terrible. 8/3/22 2 techs came out and replaced the trim and caulked it. They adjusted the door and left. Now the door won't close. We moved the eyes around again to get it to close. My husband called them this time and they can come back out soon but the manager was gone when he called. The track they put in keeps moving and messing up the eyes and the door won't go down and stay down. We have to keep moving the eyes to get it to work. They have sent techs out 5 times so far and can't fix it. They send different people each time.Business response
08/17/2022
We have set up a warranty ticket to go out to **** ******* home on 08/18 to reset her photo eyes and to address the trim issue.Initial Complaint
04/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
March 4th 2022...Requested a service call from Overhead Door for replacement of broken garage door springs. Technician showed up as promised but said that he was out of that size spring and he would order them. He asked for and received an $89.00 deposit for the broken springs. After about two weeks I contacted the company and they said that it would take several more weeks. I contacted another company and they told me that there was not a shortage of my size springs and they had them in stock. I had them come out and they quickly replaced the broken springs as promised. I then called Overhead Door and asked for a refund. It was promised and they said that a credit would appear on my charge. One week later there was no credit, so I called again. The office said that they had not received the message for refund and would act on it quickly as they realized that they could not supply the part in a timely manner. This has been several weeks ago and now I am seeking your help as they have not resolved this issue after multiple attempts by me to get the deposit refunded.Business response
04/29/2022
Refund has been processed for Mr. *****.Initial Complaint
03/24/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered three garage doors from overhead door. The initial deposit was processed on June 2,2021. At this time I was told that the doors would take eight weeks for the doors to be delivered. One week before I was supposed to receive the doors I called overhead door to arrange a time for installation. On that phone call I was told that it would be another six weeks before delivery. I then called one week prior to delivery and was told the company didn’t have a solid date for delivery any longer. After this phone call I proceeded to call each month to check on the doors. Overhead door never once initiated a phone message with me. The doors were finally installed on February 23,2022. One week before installation I reached out to overhead door with my concern about the length of time to receive my doors, and asked if there could be any compensation for the delays. The response I received was this, “since most of the customers were in the same boat, there would be no compensation.” After installation was complete I called Overhead Door and asked how should I open my non-power door without a handle on the door. Overhead Door stated I should go to Lowe’s and get a handle and install myself. Since it would save me $84, of labor cost for them to finish the job.Business response
04/29/2022
We have reached a settlement of $450 with Mr. ***** and also installed his lift handle and step plate free of charge. thanksInitial Complaint
06/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 6/18/21, I contacted this company to fix my garage door opener. The price was $89. for a service call plus $29. for each additional 20 minutes. The lady, when I questioned this said our emplees work fast. The repairman arrived at 10:26 and left at 10:33. I don't think he even looked at the problem, went out to the truck and said it would cost $260. plus to repair and $650. plus for a new one. I basically paid $89. for 7 minutes of bull. I went to Lowes and paid $258. plus for a new one with the cost of installation included. I had figured with what the lady had said about their people being fast and knowing what they were doing that I would pay close to $150. to get my opener fixed.Business response
06/22/2021
Talked to customer, he though we should refund him half his service charge since it took so little time for the technician to diagnose the problem. I did explain to him that the service charge is the same price regardless if we spend an hour on the diagnosis or just a few minutes. Our service techs are very good at what they do and generally only take a few minutes to find out what the issue is. I agreed to cut his service charge in half since we were not able to help him to his satisfaction.Customer response
06/22/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Customer response
08/11/2021
As of today, August, 11, 2021, I still have not received the have not received the half of the refund they promised: $43.50.Customer response
09/29/2021
The company promised to provide half of the money back as a refund, $44.50. I have not received any refund.Customer response
10/28/2021
I received a check for $4450 from Overhead Door.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.