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:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Warranty repairs for storm shutters took over three months. Never received estimate of the cost ( I specifically asked twice and was told "no idea what the cost will be"). They removed them on the first trip and kept them for 3 months, during which we received several nasty storms, the very reason I purchased them. Never returned calls with any information. Scheduled to come and called AFTER they were due to arrive, to tell me that they didn't receive all parts and needed to reschedule. They checked to see if they had the parts needed at 4 pm the day before they were scheduled to be here (and they told me they received them a week before). So they sat for a week without checking to see if everything was there, then the day before, they check. Since this was a warranty claim, all parts were covered by the manufacturer, however, went weeks without hearing about when they would be repaired. I had to initiate all contact with service department and would then have to call back days later to get response. I then get a "discounted" bill for 1/3 the cost of the original door and installation. Had I known that it would be this high of a cost, I would never had done the repairs! Called to inquire why the bill was so high, especially after 3 months and was told that they did "knock off $600". Really! $1600 to warranty repair a $3400 purchase from 4 years ago! I will never recommend them, as I have done, again. Nor will I ever call them for service. Excuse was that it took multiple trips to repair. Again, never any estimate of cost, just a huge bill after it was done. Also, no break down of cost either, just a bill for $1000. I can't even determine how many "hours" they worked on them, or what was "service calls". I am disabled and on a fixed income, now I have to find or borrow $1000 to pay this ridiculous bill.

  

  Business Response

  Date: 04/28/2025

  I am in receipt of and have reviewed the complaint of the customer.  To summarize concisely, the customer had purchased a motorized shutter approx 4-1/2 years ago that featured a 5 year parts warranty on the motor.  The customer was informed that the motor material would be warranted but that the labor would be an extra charge.  Upon arrival it was determined that two of the slats had also been damaged since the original installation and required replacing.   It was not clear if the damage to the shutter caused binding that resulted in the motor requiring replacement (which would not have been warranted), but we went ahead and purchased new slats and replaced them on the shutter as well as replacing the motor.  Technically speaking, the supply of the motor was the only item that was covered under the warranty.  I will admit that we don't have a great deal of experience with replacing the slats on this shutter and have many more hours than we should have had which is why, before billing, we reached out to the manufacturer and asked how much time on the job should an experienced crew have had to do the work that we did.  We were given a range of between 4-5 hours including travel time.  Our rate is $215 an hour and how we arrived at the original billing.  We did not charge the customer for the slats that were damaged and were not under any warranty.  Given the circumstances I am willing to issue a $350 credit and the customer is being contacted today to make that offer.     

  Customer Answer

  Date: 05/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Had they explained that I would be charged by the hour at such a high rate, including travel time, and their lack of knowledge about the product, I wouldn't have made the repair. In addition, if I had received an estimate, or detailed bill, I would have felt less deceived. As of now, I still haven't heard from them even though in their response they say they are going to call me. This is typical from the beginning of this whole process. I have since paid the bill, in order to avoid interest, so I hope I do see a refund check.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I contacted this business in August to order and install Thermatru prehung double front entry doors for my home. I asked before placing the order and paying half the cost upfront, how long would it take to get the doors and was told by ****, that it would be four to six weeks. After placing the order the story changed to them receiving the doors in four to six weeks. Stating to me that is what he thought I wanted to know. There is no doubt in my mind that he knew exactly what I meant. He has been doing this for long enough to know that the customer wants to know how long before they will see the $9600 dollar doors they are ordering, not how long before Overhead will see the doors. It is just a tactic to get the order. I was so upset about being lied to that I even spoke with **** **** in the installation department and he told me that he would do everything he could to get the doors installed in October, which is what I was originally told. This statement was also a lie. I called Overhead this morning to get an update on my doors and was told that they received an email yesterday that the doors are being pushed back to weeks because of an issue in the finishing department at Lumbermens. Also that they were booked out until the end of November for installation. I am certain that the head of the installation department (****) knew this already when I spoke with him on the phone. Greedy, Sleezy, underhanded tactics to get a sale and not have a customer cancel an order. Unacceptable!!! I want the cost of the doors themselves separated from the cost to install. I then want to pay the remaining amount for the doors and I want the doors delivered to my home as soon as Overhead gets them. They will sit in my garage until Overhead gets there heads out of their behinds.

  

  Business Response

  Date: 09/26/2023

  Hi *******, thank you for bringing this to my attention.  I followed up on this with ****, **** and ******* on this order to confirm the information you provided and see what we can do about getting the door installed more timely.  In speaking with **** he confirmed that he did tell you it would take 4-6 weeks to get the doors in.  I explained to him that customers are not interested in when we receive the doors, but rather how soon they would be installed following the placement of an order.  While the information he provided was factually correct, it certainly does not answer the real question that customers want answered when asking about when the doors will be in.  They want to know when the door will be in their home, and going forward **** will be sure to provide that information to future customers.  

  I understand the frustration when material is delayed/backordered from when the original ship date was planned.  I wish this was something that we had more control over and if it were something that happened frequently we would communicate the potential at the time a sale is being made.  I can say that I can not remember a time when the finishing department was called out specifically as a cause for a delay in shipping.  I have attached the communication from Lumbermens to confirm this information and I apologize for this development.  

  I also understand that ******* has already been in touch with you as it pertains to the planned installation occurring within a few days following receipt of door based on the current estimated delivery by Lumberman's.  Our plan is to  do everything we are able to get this door installed as quick as we are able upon receiving the material.  While we are booked out to the end of November as you had mentioned, given all the circumstances I feel this is the best customer service we are able to provide at this time.  

  Thank you again for bringing this to my attention.

  ******* ****

  President, ODC 

  Customer Answer

  Date: 09/27/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******