Complaints

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:11/05/2024

  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.

  Garage Door Opener instuled on June 8th 2024. Installer asked to borrow an extension cord and used it to reach the electric outlet that was further away from an outlet that was reachable. After he left I corrected his error by simply plugging into the closer outlet! Now for the problem. Called Sept. 23rd explaining I had to hold wall button down to close door. Installer came back on Sept 25 and within 5 seconds adjusted photeye, which anyone could do if had been instructed. Here’s the insult: charged me $129.50 went to the business, expressed my concerns. After finally receiving a promised refund and several follow up calls. Nothing has been done.

  

  Business Response

  Date: 11/26/2024

  On June 6, 2024, our technician installed a new garage door opener at **** ******* *** ******* ** *****. When ***, our technician, plugged the motor into the outlet closest to the motor, the plug was not functioning. He assumed the outlet did not have power and asked the homeowner for an extension cord so the plug would reach a functioning outlet. Our technician left on good terms with the customer, and we thought all was well.

  On September 23, 2024, the homeowner called us to report he could not get his garage door to close unless he held in the wall button. We dispatched a service technician to investigate his issue on September 25, 2024 and found the problem to be a sensor knocked out of alignment. The homeowner had placed bottles of antifreeze next to the sensor and admitted to our technician he may have bumped the sensor. Since the issue was not a product or installation related problem, it was a chargeable service call. The homeowner paid the balance due and we thought the issue was resolved.

  I do not have a date documented for when he came into the shop after the service call was completed, but it had to be either Thursday or Friday, September 26 th or 27 th , as our offices are closed on Saturdays and Sundays. Our office administrator, *****, handled that encounter with Mr. ****** that day. She said he was angry that he had to pay for a service call that only took the technician a few seconds to identify and correct the problem. He admitted to her he had been moving things in his garage and likely bumped the sensors. He became angry and rude during the visit and left stating he wanted to talk to the owner. He had power and influence and could damage our company.

  After his “visit”, our general manager contacted Mr. ****** and told him we would refund the $129.50 back to his credit card, which was done on September 30, 2024. The receipt is attached. Mr. ****** seemed pleased with this course of action, and we thought that was the end of the matter. We feel we have done nothing wrong and have gone above and beyond in this matter.

  Customer Answer

  Date: 12/12/2024

  First and foremost this whole matter would be moot if there was follow up and confirmation that my account had been credited like was said in conversation with management. It was agreed that I would be made whole and that when ***** the owner would be back in town we could finalize this. After 4 weeks and multiple  phone calls which can be found in phone records there was no response.That is why I filed a complaint in the first place.It has only been in the last several weeks that it has been  brought to my attention that I did not respond to the counter from KETTERING OVERHEAD DOOR in a timely fashion and that the matter had been closed.It has only been in the last week that I had the opportunity to see their response in which they did make restitution to me on September 30. Why they did not Contact me is baffling. This whole situation should’ve never evolved into this. And because I did file a complaint their response is to portray me as a person that I wouldn’t like either. I was portrayed as being angry and rude during the visit and that I had power and influence and could damage our company“ it was also stated that I said I had been moving things in the garage and likely bumped the sensor all this is diatribe and is blatantly false.

  Whar really happened when I arrived add KETTERING OVERHEAD DOOR was to Exchange pleasantries  and inquiry as to how ***** is doing. I’ve had nothing but wonderful working relationship with ***** over the 38 years, ask him for yourself who I am. I stated my case and never once did I raise my voice or was a remotely rude. I clearly stated my concerns and I took exception to such Business ethics. After state my case I said I hope for some satisfaction and then I guess did say I do not wish to harm any small business since I’ve been creating small businesses and hundreds of employees over the last 40 years. And with a wonderful past relationship I would never do anything to hurt another small business . however, I did state I hope this can be resolved but if not I could not in good faith recommend KETTERING OVERHEAD DOOR do any of my business associates and friends and that my phone directory which has probably 400 contacts would be let me know what I have gone through. That’s not a threat that’s a promise. As for the tech that came to my house ,that’s a whole different ball game. Shoddy workmanship to say the least. However I never once complained about it .I  corrected  his mess that he created and said nothing to anyone. try to visualize this when the tech came to my house to replace the garage door opener with a new one there are two electrical outlets in the ceiling. The reason being that when I went from two garage doors to 138 years ago in which they built for me and installed a garage door opener we only used one of the outlets. Both outlets are working fine always happen. However one of the outlets is 3 inches further from the motor. He chose to use the one that was the furthest from the motor. At a glance you wouldn’t notice there was 3 inches difference however it made the difference when it came to installation. I’m assuming he thought they were the same distance and chose the wrong one. Since it didn’t reach he asked to borrow an extension cord of which I complied. I was assuming this was a temporary fix oh but I was wrong. To make that 3 inch gap work he stapled a 12 foot extension cord back-and-forth across the ceiling of my garage. You wanna talk about hideous is not the word and unprofessional absolutely. I looked closely and seen that this would work by simply plugging it into the other outlet which it did and took down the 12 foot stapled extension cord from my ceiling. He claims that that outlet didn’t work. simply put he was covering his own backside of blatant lie. There’s other accusations of been made I’m not going to entertain those but I can we would like to have a conversation at another time.

  in conclusion the only foreseeable end to this nonsense is to establish truth. To allow my character and integrity to be impugned by falsehoods Will not stand. And to do so I am ready to pay for a professional to implement a polygraph to all parties involved. If I am found to be untruthful on any of my counters I will write a check for $1000 to KETTERING OVERHEAD DOOR. As for the rest of the parties when it is revealed that there has been untruths stated all I ask for is a sincere apology. Case closed.

• Initial Complaint

  Date:07/11/2022

  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.

  My husband and I purchased a front door and sliding back door on 12/23/08 for $6139. These 2 items had lifetime warranty for parts. ****** the owner came out to our home in December 2021 to checkout the issue with our sliding back door. There is a problem with the door track causing functional issues. ****** confirmed the parts were covered under warranty and needed to be replaced since they were defective. He said the manufacturer representative would come out with him to checkout what needed to be done. There was no follow up with ******. I repeatedly called the office to speak to him and left multiple messages for a call back. No response from him. This has gone on repeatedly for weeks and now 7 months. I was informed by his employees, ****** (owner) could only respond to this issue.

  

  Business Response

  Date: 07/21/2022

  The Sales Representative from Provia and myself meet at the customers home on Monday 7/18/2022 and the representative is having the damaged part replaced and the service is being completed by Provia, the company that manufactured the patio door. The part has been ordered and the Provia customer service department has been in contact with the customer and is now waiting for the part to be delivered and to complete the repairs to the door. I will follow up with the customer to make sure all repairs have been completed from Provia.

  Sincerely,

  ***** *******