Reviews

Review Details

• Review fromSusan K

  Date: 11/18/2023

  1 star
  I had a negative experience with Quality Overhead door. I scheduled a service call on Thursday, 11/16/23 for my garage door, I am very petite in stature and had tried to pull the cord on the Craft-Master unit to re-align the track. This had happened before due to a power outage . The technician showed me the simple fix of pulling the cord. Nothing was wrong with my unit. This took him less than 1 minute. He insisted, per his company policy, that I had to be charged $90 service call plus taxes. Of course, I was outraged and immediately called the office. The person who talked to me became very defensive and rude on the phone.....I admit that I was upset about the price and was not very calm....she went into some rhetoric about minimum service call fee, his knowledge and expertise, the cost of the vehicle gas, etc and the time factor was not relevant in the company's pricing policy per service call....This in itself is ludicrous and a simple defense policy for pure greed, Because I was so upset, she agreed to lower the charge to $50.00...I will never use Quality Overhead door in the future and Consumer beware of their pricing tactics and minimum service fee. The person who spoke to me has little or no customer service skills. i do not recommend Quality Overhead Door. I informed them, that I am a senior citizen and a Veteran and no discount was offered based on either of my statuses. *****
  

  Quality Overhead Door

  Date: 11/21/2023

  Very sorry this customer feels her experience with our company was negative. We respectfully disagree. She called 11/14 and scheduled service for 11/16. She was advised on the phone that our service charge would be $98/hr + any parts needed. Call notes: “door won’t open, off track, preventative service”.
  Our technician arrived as scheduled 11/16. The opener had been disconnected from the door (problem causing door not to open). After re-engaging the opener with the door, it ran smoothly. He explained this to the customer, showed her how to reengage the opener and had her do it herself so she would know how. He cleaned debris off the bottom of the door, checked over the door & opener to make sure there were no other issues, and told her the charge would be $98. This took more than “1 minute” (no less than 15-20 minutes onsite). She was not happy and didn’t feel she should be charged. He explained that the service charge covers his time, truck/gas, insurance, etc and wrote up a receipt giving her 10% off because she said she was a senior and a veteran.
  As she admits she was “upset and not very calm” when she called to speak to a manager. After a few minutes complaining and not giving our manager any opportunity to speak (threatening scathing reviews, saying she would not pay $98 but she would pay $50) our manager had to interrupt her. The “rhetoric” was the explanation of what the service charge is for - our technicians are very efficient and have years of experience which is the reason they can quickly diagnose and fix a problem. Our service charge is for our knowledge and expertise, not necessarily time. As a courtesy, our manager agreed to discount the charge to $50 as customer goodwill.
  All customers are advised of the service charge before scheduling a service truck to come to their home.
  Consumers Beware - there are online companies advertising in our area as local companies. They have deceptive pricing tactics and charge significantly more to unsuspecting consumers.
  Quality Overhead Door will continue to serve our community with competitive and fair pricing as we have done for the past 40 years.

• Review fromJeff J

  Date: 10/18/2023

  5 stars
  Quality Overhead Door Toledo did a great job servicing my garage door. **** was friendly, professional, and knowledgeable and took care of the problem very quickly. I can't recommend them highly enough. Thanks ****.
  

  Quality Overhead Door

  Date: 11/21/2023

  Thank you for sharing - our technicians are awesome and do a great job!

• Review fromamy f

  Date: 08/12/2022

  1 star
  Extremely poor customer service. 2 residential and 1 commercial doors ordered 3/31/22. Nothing but us as the customers calling to find out install dates. Was told last Thursday there would be a meeting on when commercial could be installed and was promised I’d receive a call the next day/Friday. Here it is a week later and I’m calling back again with not new updates or knowledge on anything. Owner won’t return husband call either. Wish we would have gone to another company.
  

  Quality Overhead Door

  Date: 08/17/2022

  Having been in business over 40 yrs, customer service is
  very important to us.  Very sorry to hear you had a negative experience.  This year has been quite a challenge.  Admittedly we've been unable to proactively communicate order status
  with our customers due to the number of open/pending orders, extended lead times, backorders, and other issues beyond our control.  We apologize you did not receive a return call as promised with an update.

  
  

  In reviewing your paperwork, proposal was signed
  4/4/2022; doors ordered 4/5/2022 - lead times were 15 wks. Once material is received and complete, typically takes another
  2-3 wks to get into the installation schedule.   
  
  Your order being a little different than most (both
  residential and a commercial door on the same order) was subject to our commercial scheduling which has been extremely hard to manage recently. 

  
  

  Your residential doors were installed yesterday (8/16).  From our installer’s perspective, they said the
  job went well and they felt you were happy when they were done.  It is noted we still need to
  install new black weatherseal on those doors.

  
  

  Your commercial door installation is scheduled
  for next Tuesday 8/23.  We’ll do
  everything possible to have that installation go smoothly as well.  The black weatherseal is expected on this
  week’s delivery and ideally will be completed at that time as well.

  
  

  Once everything is installed, we hope you will be pleased that you
  went with our company.  Please feel free to contact me directly at 419-578-8700 should you have
  any questions or concerns.  We appreciate
  your patience and understanding.   

  
  

  Lisa Roth