Complaints

This profile includes complaints for Overhead Door Company of Houston's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Overhead Door Company of Houston

  3450 South Sam Houston Parkway East Suite 400 Houston, TX 77047

  
• 

  Overhead Door Company of Houston

  11533 S Main St Houston, TX 77025-5905

  

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:08/07/2023

  Type:Billing 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.

  Service Request: Repair broken chain & idler sprocket on my garage door opener. Was told there would be a service charge plus parts if needed. No mention of any travel charges.
  
  1st Visit: 12/12/22 by S. *********. Diagnosed the repair: replace broken chain & idler sprocket. He took pictures & took all parts with him, including broken chain, connectors for the chain to the opener, & idler sprocket. Paid in full using credit card via the tablet computer he had with him = $163.
  
  Documented repairs, per OH Door service report: Recommended replacing chain and idler sprocket on a Commercial RSX Operator model OPRSXT5001B.
  
  2nd Visit: 12/30/22 by S. *********. Had new chain & sprocket but did not have connectors to attach chain to the opener. Thought they were still at my home, but they were attached to the broken chain that he took with him when he made the first visit. Because did not have all parts, repair could not be made. Technician said no service charge for this visit, because he did not bring all parts needed to make & complete repair. Reflected in the service report for this visit.
  
  3rd Visit: 2/3/2023, by 2 new technicians. Had all parts & completed repair using my personal ladder to access the opener. When completed I asked what the charges were & was told there were none at the time. No receipt or paperwork was given to me by this 2 person crew.
  
  Next communication was 3/9/2023 by email, a summary invoice from Claudia ***** for $2,266.65 with no details included to back up any of the charges. I replied on the date I received it, 3/9/2023 questioning the invoice and asking for details.
  
  On 3/23/2023 I received a reply email saying Claudia would reach out to the sales team & get back with me.
  
  On 6/12/2023 I received a phone call from an OHD collections specialist, Shalla Sanderson, asking for payment.
  
  Valid charges are: Service Charge: $163 for the 3rd visit, New Chain: $119.00, New Idler Sprocket: $35.55, Taxes: $0 due to Ag Exempt = Total Due: $317.55

  Business Response

  Date: 08/14/2023

     On December 12, 2022 Robert ***** called in a service call for his residence. We were able to perform same day service to find it was a commercial door. We were able to determine what was the issue with the door and had to order parts to repair the door / operator.  We scheduled and returned December 30, 2022 to repair the door / operator. The service professional started to repair the equipment to find that the wrong sprocket was ordered. The service professional let Mr. ***** know of the mistake and told him no charge for todays trip due to our mistake. We reordered the sprocket and returned February 3,2023. We replace the sprocket and finished the repair. After the job was completed and the work order went to invoicing.  At this point is where we made our mistake.. We charge commercial rates for the repairs. 

   At no point did any team member discuss the fact that the repair should have been charged commercial rates. The invoice was sent to Mr. ***** and followed up with by the collection department. While the collection team tried to collect the invoice in question, Mr. ***** let them know that he was disputing the invoice in question. Once again we made another mistake and did not get this information over to management to discuss the dispute. 

    After receiving a letter by the BBB,  the matter was finally brought to managements attention. After looking into the dispute, I reached out to Mr. ***** to discuss the invoice. We were able to come to an agreement for final pricing on the invoice. I sent a email to my billing team copying Mr. ***** on it. I lined out how to re-invoice the project for the agreed amount that was discussed.  

    This dispute was handled and aggred upon by both parties. 

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  

  Please see the Invoice Revised Total spreadsheet for what I content are the valid versus invalid charges.
  
  Regards,
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:12/07/2022

  Type:Product 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.

  Date of initial Signed Proposal 11/15/2022, Date of Revision 11/16/2022. I Specify that I did not want Chain driven openers like thr ones being replaced but wanted a quote for the ***** ***** ***** **** ****** openers. Mr. Robin W******* saw the condition of ther chain driven ones to be replaced on 11/14 when coming out for the quote.
  Contractor was given wrong products for installation. Chain link Overhead door ****** ********* ******* ** ******* *** ** ****** **** **********, so they chose the lowest HP available which seems to be 1/4 HP.
  After installation the installer named Michael noted that one of the openers chain was loose and I replied that I did not want chain driven . He informed the company of the discrepancy and the correct parts were supposed to be ordered, but NO one is responding to my inquiries. I paid $1650 for the Overhead door substitute Openers and I want what I asked for. I will also accept a refund of the $1650 so I can purchase the ***** ***** * *** ** that I asked for and assumed I was getting.
  NOTE: I am making this complaint as a Senior Citizen !!

  Business Response

  Date: 12/15/2022

   

     I am responding regarding a dispute filed against Miner LTD. DBA. Overhead Door Company of Houston.

   

   

  On 11-18-2022 Mrs. ******* agreed to a quote presented to her by a representative of our company, Robin W*******. In the agreement we were to replace both garage doors and motor operators, to include all the hardware. We performed the work on 11-22-2022. When we were done with the job the customer informed us that she requested a belt drive motor operator instead of a chain drive. Notes were indicated at the time of the installation. The following day we spoke with the sales representative that sold the job to get clarification on what was quoted.

   

     We created a warranty ticket to return to replace the chain drive system to a belt drive system. In doing so, We transposed her phone number and did not catch that at first. After several attempts to contact Mrs. ******* with no response, due to calling the wrong number, we checked the phone number on the original job. At that point we updated the warranty paperwork with the proper number. We were able to contact Mrs. ******* and schedule the replacement of the drive system.

   

    I have spoke with Mrs. ******* regarding the delay in service and the typo on our end. She was understanding and this matter has been resolved.

   

   

     Please let me know if any other details are needed.

   

  Customer Answer

  Date: 12/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.