ComplaintsforOverhead Inc.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ******* ******

*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. ↩