Complaints

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• Initial Complaint

  Date:04/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 had installed a new garage door opener, but was concerned that the header bracket (where the rail connects to the wall above the door) was unstable, since it was moving during operation, so I called Overhead Door Pros to come take a look at it and the garage door springs (which I suspected were an issue because it was hard to close the door manually)
  
  I had told the technician about these issues. He advised to make two repairs:
  1) Replace the garage springs, since mine were quite old, and
  2) Move the header bracket so it could be mounted more securely.
  
  I agreed.
  
  The springs were replaced, and the header bracket (along with the wood it was mounted on) were moved.
  
  Two weeks later, the door got stuck during operation. Inspecting it, it was clear that the bracket was again pulling away from the wall and the wood had cracked (see attached picture). When I disconnected the garage door opener and opened the door manually, the door flew up, showing the springs were not properly balanced.
  
  I called the office to have this corrected, and was assured if it was the same issue I had originally paid to have fixed, then it would be corrected without charge. After a confusing few days where various techs called me and gave me a different story (it wasn't clear if I was going to be charged for this to be corrected or not and it wasn't clear who was going to come or when), the front office stopped picking up my calls, and did not return my call when I left a message.
  
  I've since had to hire a different company to come and do the repair. They informed me the springs used were inappropriate for my garage door, and had to remount the header bracket (as well as a number of other things Sean had missed, see safety report attached).
  
  I was charged $1,962.44 for the springs and the work. All of the work had to be redone and the springs were inappropriate for the door. I am happy to return the springs in exchange for a full refund.