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Business Profile

Garage Doors

Overhead Door Company of Des Moines, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    June16,2024 We purchased a door to fit our garage and was very clear that we did not want any of the pattern not showing. **** ****** said we would not have that. We put half down and waited 6 weeks for the door. When I called to see how much longer it happened to just be delivered that day. They installed it the following Tuesday. We immediately told the installer that it was not right. The pattern was above the opening. He called his manager who came right out. He said they would make it right. They have not. The salesman called and harassed me and I called the mgr and said for **** not to call me again. **** the mgr has given us excuses and said even at one point to fix it right we would have to buy two more of the right size panels. They call us once in awhile saying theres nothing more they can do and now theyre sending us bills for the other part of the door that is wrong. And we told them we would pay when they fix the door.

    Business Response

    Date: 11/13/2024

    Management is in the process of reaching out to customer to schedule an on-site visit to further discuss options for a resolve.

    Customer Answer

    Date: 11/13/2024

     
    Complaint: 22510000

    I am rejecting this response because: I have talked to the mgr but nothing has been settled. He is coming out Monday and I can go from there. I have been through a lot of they will make it right and so far nothing. I dont want to drop this until we have a solution. 

    Sincerely,

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

  • Initial Complaint

    Date:01/16/2024

    Type:Order Issues
    Status:
    Resolved
    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.
    On 05/15/2023 I entered into a contract with Overhead door for a ********* Garage Door, mission oak with 4 large spear handles and insulated grey tint windows. The door was to be installed in June but was not installed until August. When installed the door trim was the wrong color, the windows were not grey tint and the hardware had not been provided or installed. I immediately contacted the company who sent out an inspector who agreed that the trim was the wrong color, the windows were not tinted, and the hardware had not been installed. He said he would contact the company and have it addressed. I have talked with the company reps here in Des Moines as well as their corporate rep in ****** all of whom have stated they would correct the problem. To date nothing has been done. This past week I received an invoice for the entire amount of the work ($5,450.42) despite the fact that I had made a 50% deposit.

    Business Response

    Date: 01/31/2024

    I was unaware of the issue. I am contacting local management right now and will try to get a resolve. *****

  • Initial Complaint

    Date:10/16/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    We contacted Overhead Doors of Des Moines on June 12, 2023 to install 2 new insulated garage doors and 2 new side mounted garage door motors. There was an initial delay due to supply chain issues but they sent out a technician to install everything on August 11, 2023. The first technician spent more time in his truck on his phone than working to install the new doors and motors. He was unable/ unwilling to complete the job and left without notice leaving us with garage door openers that were programmed incorrectly, garage door PIN pad that worked intermittently, the wall mounted garage door openers also worked intermittently and were installed crooked, and 1 of 2 overhead lights did not work at all, and the outside door trim was not installed as promised. Overhead Door sent a 2nd technician a month later on Sep 11, 2023 to attempt to correct the mistakes of the original technician. While the 2nd tech was able to install the outside trim and straightened the wall mounted openers, all other problems remain unresolved. Finally, after a month of multiple attempts to engage Overhead Door to come to some kind of resolution, they answered our phone calls. We no longer wanted the side mounted garage door motors as they never worked correctly and just wanted our *************** put back in. They said they wouldn't do that but would send out a 3rd technician to see what he could do. The 3rd tech was supposed to be their "best installer" but had temper issues. When I explained the issues we were having and how we wanted it resolved, he screamed at me repeatedly saying "HE GOT IT!!" At that point I terminated our exchange and told him to leave my property.

    Business Response

    Date: 01/02/2024

    We talked to this customer and we changed out the side ************ with the trolley operators and gave them a 5% discount. I have been talking to his wife *************************** regarding it and from my understanding in our last conversation, about a week and a half ago, the doors were working and everything was good.

    She mentioned the lack of communication which I addressed and gave her my number to get the issue resolved. I believe everything is good as of now but what is mentioned below was discussed and a discount was applied for the delays and issues. 

Overhead Door Company of Des Moines, Inc. is BBB Accredited.

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