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Business Profile

Garage Doors

O'Fallon OverHead Doors
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:12/10/2024

    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.
    I hired them in May 2024 to install my garage door opener I had purchased. I purchased a new home, and the builder directed me to utilize OFallon Overhead Doors services, since they were an approved provider for the builder. I called them and paid for a service to install my purchased opener unit, which they said they dont normally do but would charge me the same as if they installed their own as they do normally. We agreed to the service. I was not home at the time of service, but left the door open for them to gain access to the house. The service member called me and told me they had installed the opener, but the unit was defective and they couldnt set the limits needed. They called me to let me know they left and stated they would not do troubleshooting on the unit I had purchased. So the unit was installed but it would not open or close my garage door. Some brief troubleshooting enabled me to get the unit working no problem, which was frustrating when I paid to have a working unit installed. When I asked for any discount, they refused and charged me full price for the service. Several months later (Nov 2024), the track that connects the chain from the opener to the garage door pulled out of the wall stud during normal opener usage. This rendered my garage door unusable.I paid for a working garage door opener, and the service I got was less than optimal while being charged full price. Months later revealed the install job was not acceptable and caused damage to my house. This is unacceptable and I will not recommend others use this company based on my experience. I am requesting they give me a full refund.

    Business Response

    Date: 12/13/2024

    In response to the complaint- we did agree to install a customer supplied product. Our technicians do not troubleshoot other manufacturers products. We informed the customer that the operator was installed but it was not programming correctly. We recommended that the customer contact the manufacturer or return the product. We did the job that we were hired to do which was to install the garage door opener. If this was an operator that we were providing we would have been responsible for the troubleshooting and warrantying of the product. If we were contacted about any installation issues, we would have fixed them as there is a 1-year labor warranty on our installs. We are prepared to issue a full refund of $250. 

    Customer Answer

    Date: 01/13/2025

    This complaint has been resolved. Thank you for the assistance. Please let it be noted the company responded promptly and addressed my complaint in a timely manner.

O'Fallon OverHead Doors is BBB Accredited.

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