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Business Profile

Garage Doors

Overhead Door Company of St. Louis
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints 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:02/28/2025

    Type:Billing 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.
    This company performed a service for me but they owe me a credit of $488 that I have yet to receive. I have spoken to the company numerous times and they keep promising the credit will be processed but I have yet to receive anything or hear from the company.

    Business Response

    Date: 03/18/2025

    Mr. ***** did call our company to repair his gates, we had a tech to his house to diagnose the issue and were approved to order parts for the repair. We received parts from the manufacturer that were faulty prolonging the amount of time from the original service call to the final repair. This caused several additional trips to his house. After a discussion with Mr. ***** in February it was determined that we would issue Mr. ***** a refund for a portion of the charged service work. The final agreed upon refund was issued to Mr. ***** on 3/5/25.

    After speaking with Mr. ***** on 3/18/25, he has the agreed to refund amount and his gates are working to his satisfaction. 

  • Initial Complaint

    Date:11/04/2024

    Type:Billing 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.
    My door is not opening or closing automatically due to a part that is damaged. The door made a loud pop and it came down to a broken spring that needed to be replaced. When they tried to replace it but they could not fit it. The big issue comes down to the things they have listed in the receipts aren&#**;t lining up with what they actually did. For example in march of 2018 they replaced the entire unit, but on the receipt it mentions as "2 torsion springs, 3 transmitters, 2 stationary screws and 2 training screws". Another time they mention something about a broken chain, but there was no broken chain whatsoever. Because of this, the amounts do not line up with what they did. They claim they had no record of replacing the unit, but I showed the tech the logo of the H32303235**303035**32H and the signature of the person who did it. They have been saying they do not have parts for this but all that needs to be replaced is a bolt and a washer. I don&#**;t mind paying a service charge but I was charged for a service on that visit that never truly happened (Ie a broken chain when there was no broken chain).They charged me ****** and 275 for taxing to replace the whole thing but they claim they have no record of doing it. That makes no sense.

    Customer Answer

    Date: 11/13/2024

    The part that was broken was a small piece of black plastic the size of a spoodle of thread.
    Overhead Door repairman wrote on the repair invoice the problem was a broken chain.
    He pointed out the plastic part saying that he would check his truck for a replacement part.
    After he checked he stated that he didn't have the part needed to make the repair and the only
    solution was to replace the boom 7' chain Odyssey/Destiny part number 3706OR.  
    He denied that it was their equipmet that needed the repair until I pointed out their name on
    the previous invoice their name on the new unit they installed on 03/06/2018.
    He called the office and the office claimed they had no record of this invoice or installation.

    Business Response

    Date: 11/18/2024

    Customer is mistaken about his charges and repairs.  In March of 2018 we were called out to his residence for a broken torsion spring.  we repaired the spring and also provided customer with new remotes for his existing operator.  He was never charged for an operator.  On his most recent service call, we replaced a "chain" drive type boom for his operator.  He may not have seen the chain because it's encased in a square tube for safety.   Unfortunately there are no refunds due to customer.  For customer satisfaction, we did give him 10% off this recent service call. 

    Business Response

    Date: 11/19/2024

    The invoice that the customer provided is from 2015.  This is when we installed the operator.   this operator is long out of warranty.   in 2018, we repaired the springs on the door.   this is clearly on the receipts. 

  • Initial Complaint

    Date:12/06/2023

    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.
    Had garage door and opener installed in October. The wrong window fixtures were installed on the door. I was told the right ones would be installed in 1-2 weeks. I have spoken to the install department multiple times and still nothing has been accomplished. Its going on 2 months at this point and has become ridiculous.

    Business Response

    Date: 12/22/2023

    Unfortunately the inserts that the customer is waiting for have been on back order, we are working with the manufacturer to get them in as soon as they can.  The moment they arrive we will get the customer taken care of.  Customer has been told this info. 

  • Initial Complaint

    Date:09/01/2022

    Type:Billing 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 was told that I would receive a 5% senior discount on my service which was done 4/2/2022. The discount should have been 5% of $592.75, or $29.64.I have followed up for 5 months. Every time I would call, I was assured that I would receive a credit of $29.64 on my credit card. After 3-4 months, I was told that it was too late to issue a credit on the credit card, and that I would receive a check.As I have stated, this has been going on for 5 months. Every time I would follow up, I was told that it would be taken care of......and it has never been taken care of.At this point, it is the principle of the thing........I realize less than $30 is fairly immaterial, but this company is either dishonest or incompetent. Either way, it is very frustrating.With that said, I was very satisfied with the actual service.I have tried following up twice with the Manager, *******************..........who has never even given me the courtesy of a return call.

    Business Response

    Date: 09/09/2022

    I have contacted ******** and apologized for the situation and let him know that we have processed his refund and a check will be leaving our *********** office next Wednesday. 

    Customer Answer

    Date: 09/19/2022

    My issue has been satisfied

  • Initial Complaint

    Date:08/03/2022

    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.
    4/25/22 Installed a new garage door. One panel was bent but it was installed anyway and they will come back in a month and put in a new panel. 5/24/22 Came out and installed the new panel. It still doesn't work right. The keypad is up too high for me to reach it. 7/6/22 They came out again to fix it and it still doesn't work right. The trim doesn't stay up and looks terrible. 7/14/22 Tech came out again and said the track is moving. He moved the eyes up on the track. Still doesn't work right. We have to keep adjusting the eyes. The trim looks terrible. 8/3/22 2 techs came out and replaced the trim and caulked it. They adjusted the door and left. Now the door won't close. We moved the eyes around again to get it to close. My husband called them this time and they can come back out soon but the manager was gone when he called. The track they put in keeps moving and messing up the eyes and the door won't go down and stay down. We have to keep moving the eyes to get it to work. They have sent techs out 5 times so far and can't fix it. They send different people each time.

    Business Response

    Date: 08/17/2022

    We have set up a warranty ticket to go out to **** ******* home on 08/18 to reset her photo eyes and to address the trim issue. 

Overhead Door Company of St. Louis is BBB Accredited.

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