Complaints

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

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  OGD Overhead Garage Door

  1019 N Henderson St Fort Worth, TX 76107-1470

  
• 

  OGD Overhead Garage Door

  2402 N Beaton St Corsicana, TX 75110-1922

  
• 

  OGD Overhead Garage Door

  906 E 5th St. Ste 101B Austin, TX 78702

  
• 

  OGD Overhead Garage Door, LLC

  1028 Virginia Ave Ste 211 Indianapolis, IN 46203

  
• 

  OGD Overhead Garage Door

  3133 Maple Dr NE Ste 220 Atlanta, GA 30305

  

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:12/13/2022

  Type:Order 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.

  I paid $2,172.92 to OGD to repair 5 garage doors and I have had nothing but issues with them since the moment they came out for repairs. Ive had them out 3 times to fix the same door to my shop which kept coming off the track which cost me a couple thousand in revenue because I couldnt use the door. Then a couple hours later my main door separate issue comes off the track and almost collapsed onto a customer of ours. At this point they send the brother of the original tech who is clueless. He starts arguing with me about the issue that his brother couldnt fix and I ended up kicking him out of my building. I called OGD and was connected to very poor customer service and they refused to take accountability and return my money so I could call someone else to fix my doors. They want to send the same guy for the 4th-5th time to fix it. I dont trust or have faith that they will be fixed. They worked better before I even called them in the first place.

  

  Business Response

  Date: 01/24/2023

  Our commercial service department has sent a technician out the property on 12.12.22 to address all issues with the customer on site

  Customer Answer

  Date: 01/24/2023

  Complaint: 18551726
  
  I am rejecting this response because:I have over $1,000 in repairs made just days after ODG touched our doors but they are too big of file to send at once. Plus OGD owes me seals and 3 garage door openers I paid for but never received. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 02/13/2023

  we have not received any information about you having to have another company service the doors. The invoice that we have for you does not have any seals on it. Its the same invoice that the BBB has. There is not charge for any type of seals. What seals have you paid for that OGD owes you? You should be able to send ** the invoice showing you spent over $1000 with another company. You can email it to ********************** The invoice you submitted to the BBB is a part for a man door, not an overhead door. We do not service man doors or have ever charged you to service a man door so Im not sure why you send that invoice. It does not apply to this complaint at all. You can email ** the invoice that you claim to have no matter how big the file is. 

  Customer Answer

  Date: 02/15/2023

  Complaint: 18551726
  
  I am rejecting this response because:right at the bottom of your invoice it clearly states I paid $297 for 3 garage door openers that I never received. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 02/21/2023

  We had to order the remotes. We have them now. We can bring them by and program them anytime. We will have someone in commercial service reach out and schedule that. 

  Customer Answer

  Date: 02/27/2023

  Complaint: 18551726
  
  I am rejecting this response because:it does not take care of the $1,300 I paid another company to fix your mistakes the next day. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair 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.

  *** was contacted to come to my home to repair the keypad that opened the garage door on October 14, 2022. Upon arrival after the specified time on that day the technician arrived as I was leaving for a previously scheduled appointment. He was informed at that time that the Keypad needed to be fixed that was the purpose of the original need to come to my home. He completed a service of that did not include why he was called out. I contacted the company that by October 17, 2022 where I spoke to ******* the manager to discuss my concern. Note that the cost of the visit is $225.73, After much discussion with *****, we agreed on a resolution to come back and replace the keypad so that it is functioning on December 6 2022. In parallel, I informed my credit card of my dispute and was told to try to reserve the master with the company and they will put a dispute hold on the account. I discussed with ******* the *** manager that I would like to hold the pay for service until resolution on 6Dec22. ******* agreed. Prior to December 6 the charge of service was re-instated on my credit card, I followed up with credit card and realized that *** has been paid and I need to re-open the dispute since my keypad was not fixed. On December 6th, I received several automated text (see below) that the service technician was on their way, taking time from work to be here , there no call no show. I followed up again on 7Dec22 as to why, at which time I spoke to ****, who was polite and re-scheduled my service call to 8Dec22, I was a bit concerned of technician showing up and did voice my concern. As I thought, the same outcome of no call no show happened. I called twice once about 2: 12( spoke to ******) to ask for an *********** stated he will follow-up with technician to give me a time of arrival. A second call was made about 2: 43 and I spoke to ******* regarding service. I am no longer comfortable & seeking alternate company to resolve my keypad issue.

  

  Business Response

  Date: 12/16/2022

  Can the customer provide some insight to what they found was wrong with the keypad?

  Customer Answer

  Date: 12/18/2022

  Complaint: 18546087
  
  I am rejecting this response because: The technician, stated that the keypad battery area was corroded and he did not have a similar one on his truck. He did not fix it as it is still not working.

   

  
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 06/12/2023

  I understand that the keypad is not working. It sounds like it needs to be replaced and it sounds like the tech covered that with you. The service that you paid for is as follows. This information is on the invoice that you have provided also. We did not charge anything for repairing or replacing the keypad. Therefor there is nothing to refund for the keypad not working.

  (Basic) Whisper Quiet Package - Package priced as a lump-sum including the following materials and labor:12 Point Safety Inspection, Lubrication of Door and Operator, Door Balance, Track adjustment, Set travel and Force Settings, adjusted chain/belt, 30 Day labor warranties

  Customer Answer

  Date: 06/14/2023

  Complaint: 18546087
  
  I am rejecting this response because: The initial call for keypad not working was not corrected. The oil and lubrication and on the system not warranted. I am replacing  garage door opener system at my cost including keypad for about the same cost as was charge for not addressing the issue of keypad not working.As of today the the garage door opener has not functioning properly.
  

  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/07/2022

  Type:Delivery 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.

  I ordered doors and gave a $3,223.81 deposit. After being told lead times were now longer than were promised before the deposit I tried to cancel, but was told the doors were already ordered. One year later I don't have doors, a refund, or any communication.On 12/3/21 I reached out to OGD for a quote. At that time I was told that I could have the doors by the latest of January 10th. On 12/6 and 12/7 I received various quotes from OGD as we discussed different options for the doors. On 12/7 I placed the order and gave a $3,223.81 deposit. On 12/9 I received an email that the delivery date would be March 10th to 31st, or for an additional shipping charge of $2899 (nearly half of the value of the order) I could have the doors in 2 weeks. I was out of town at the time that email was sent, so I called OGD on 12/13 (2 business days later) to cancel the order as the timeline was not what was discussed previous to my deposit. I was told by ****** that since *** had not ordered the doors from the manufacturer yet I could probably still cancel.After a few more calls attempting to get an answer, on 12/16 ***** emailed me to say that the optional high lift tracks and windows are what caused the delay. (Throughout the ordering process I made it clear that lead time was most important to me, but the options adding 2+ months of lead time had not been mentioned at all.) At that point ***** told me the doors had been ordered from the manufacturer (although I had still been recently offered to pay the higher price from another of their manufacturers and had already asked to cancel the order).On 12/20/21 I was told a refund was in the system. I made at least 21 attempts to contact ***, each time either being put to voicemail that never resulted in a returned call, or being told they would look into it and call me back the next day then never call me back.

  

  Business Response

  Date: 01/05/2023

  We show that we quoted the customer a time frame for his original quote. That quote was then changed and the parts that were changed on the order were special order and the lead time was longer. We communicated that to the customer and gave an option to expedite the material which was declined. The lead time did not change on the original quote, it only changed once the customer added high-lift track and lite panels to the door. OGD has a no refund on deposits policy as stated on the signed estimate. OGD should not be providing any refunds based on that and the fact that the original quote and time frame would have been met if the order had not been changed by the customer. A refund was never agreed on therefor was never processed. We would not normally issue a refund in a case like this but we are making an exception. The customer will receiving an email within the next few days with instructions on accepting the refund and the time frame the refund will be issued. 

  Customer Answer

  Date: 01/25/2023

  Complaint: 18536018
  
  I am rejecting this response because:

  The response stated "The customer will receiving an email within the next few days with instructions on accepting the refund and the time frame the refund will be issued." but I have not received anything and it has been nearly 3 weeks since this response.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 02/13/2023

  Our CFO is processing this today.

  Customer Answer

  Date: 03/08/2023

  Complaint: 18536018
  
  I am rejecting this response because:

  I have still not received the promised refund or any communication about the refund.

  

  Business Response

  Date: 05/26/2023

   I have an update on ******. The refund was reprocessed this morning after getting verification that the first check was never cashed.  This was also emailed to *************** this morning.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair 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.

  On 10/31 my 72 year old mother called OGD to come inspect her door, repair it, and rehang it. The door had been taken down by a contractor due to the wall needing to be repaired. My father (her husband) had passed away 3 weeks prior to this call in an accident related to the wall damage. They jumped on the opportunity to come out immediately. Upon arrival, the tech looked at the door on the ground & said it couldnt be fixed. He did not unroll it or even touch the door. He then proceeded to talk my mom(who was still distraught & not needing to be pressured into these decisions) into signing a contract for a new door. I found out that evening and started calling OGD the next day to cancel the order. I also contacted someone else to look at the door. The door was not broken beyond repair. It had a DENT that was causing it to catch at the top foot of rolling up. Over 2 days, I made 5 phone calls trying to speak to someone to help cancel the order. Finally, a call came in to me registered to a ************************* in ************ number ************. I told him his tech had not inspected the door & took advantage of my moms lack of ********************* & I wanted the door canceled. He then informed me the tech looked & the spring was broken & he wasnt having his tech lose an arm. I assured him it was not broken & his tech never checked the spring (it is now hanging & functioning perfectly as of 11/26). I also told him his tech ordered the wrong *********** door. A 10x10 Janus 650 Model roll up door would not fit the opening. The door that was up was a 10x12 and the opening is 106 tall. I had also spoken with ***** Internet that ************** had told me a chain hoist could not be added to the 650, yet OGD had a chain hoist added onto the invoice. He claimed that was not the door ordered despite the invoice, but said hed cancel & refund. We are still waiting and on 11/18 they texted saying they are coming to install on 12/2. We want a refund!

  

  Business Response

  Date: 12/16/2022

  Our commercial service team will be in contact to come up with a resolution. We look forward to speaking with you

• Initial Complaint

  Date:11/10/2022

  Type:Sales and Advertising 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.

  The servicing of my garage door opener and door were secondary to getting new remotes to the opener. The tech was unable get a remote to work with my opener. The ****** for the basic checkup of my unit was not a ****** job. Oil isnt that expensive. The ***** off coupon was not honored, because the tech was unable to get a remote to work.

  

  Business Response

  Date: 11/14/2022

  What is the desired settlement? Our ad clearly says the $50 off coupon is valid on services with parts replacement. If there are no parts listed on the invoice, it does not allow the technician to add the coupon. 

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair 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.

  I just wanted to inform you of the interaction that my company had with the Overhead Garage Door Company. The interactions with the young lady over the phone was very pleasant. She was very courteous. She informed me that they were sending a technician to my warehouse and he would arrive between 2 and 4 pm. The young lady also informed me that there would be a $99.00 service fee. The technician arrived earlier than expected which is great, I have no issue with that. He was very courteous as well. He assessed the situation that I called the company for and informed me that the quote for the work required would be $450.00 for thirty minutes of work to adjust a spring on my bay door. For me this is a bit excessive as it is just adjusting a spring that is already there and not even an hours worth of work. When I declined the quote, he informed me that $99.00 was due for the service fee and then a $50.00 energy surcharge. I asked what that was for since there was no work done and what the surcharge was for. The technician informed me that the surcharge is for gas, and that the service fee was just to come out and quote the work needed. I do not agree that $150.00 is being charged for no work being done. I was not informed of the energy surcharge before I agreed to have the technician come out. On September 15th $109.65 was charged to my card for no work being completed and just to come out to quote what needed to be done. I did contact the company and was told that it was $99 to book the appointment and for the labor that was going to be done and there would be no refund even though their website says that they give free estimates. When this was brought to their attention with a screen shot, I was told that it was a case by case basis and I was reading the website how I wanted to.

  

  Business Response

  Date: 10/24/2022

  What are you asking for a refund on? The total of the invoice was $109.65. That is what was agreed on what you booked the appointment. Free quotes are given over the phone and apply to door sales only, not service work. Last question, why haven't you contacted our business before filling a BBB complaint? 

  Customer Answer

  Date: 10/25/2022

  Complaint: 18246684
  
  I am rejecting this response because:We did contact your business and the response given from ************************* was that we are interpreting the website how we will and we uploaded the emails from ************************* to the BBB website when we complained. We did include the screen shot of the actual website that says free door estimates. No where on the website does it say for new doors only. It just says doors. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 10/27/2022

  But you were told about the service call to come out and still agreed to that instead of asking for a free estimate? We will not be refunding the service call fee since you were aware of it. We can offer free verbal estimates over the phone for new doors. That was not what we did here. 

  Customer Answer

  Date: 10/28/2022

  Complaint: 18246684
  
  I am rejecting this response because: A service fee indicates that there will be work done and there wasn't. So you are charging to come out and estimate? If that had been clarified in the phone call, which it was not, then I wouldn't have made the appointment. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/14/2022

  Type:Product 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.

  July 2022 I paid $2299.50 for the purchase of a NEW garage door and garage door opener. I paid $1199.50 on July 5th and the balance on the completion install date July 12th. Within weeks, I started having issues with the door not wanting to close, technicians came out to my house on 4 different occasions. The final resolutions (week of August 15th) they had to order a part and it would be in within **** days. The week of August 30th I called almost every day, about my garage door being repaired. Because of the manner in which I had been handled as a customer I requested a refund, informed the **************** Rep. to have the owner of the company to contact me and that they could come and uninstall the garage door opener. At first I was ok, with the replacement part, however I paid for a new opener NOT one that needed replacement parts within weeks of the install. I no longer trust the company I've requested the last payment to be reimbursed to be through my bank. On Sept 19th,I received a text from **** from OGD questioning my complaint. Texting seems to be their only means of communicating with me as customer. As of 10/02/2022, my routine for getting my cars out of the garage. The door will raise up, so I can pull my car out of the garage. I then have to get out of my car, hit the button on the wall and continue to hold it until the door is completely down, if I let it go the door raises back up, I then have to go through my house come out the front door and get back in my car. I have endured this every day since the install of the so called new garage door. I have endured this during the bad weather and now that it has started to get dark, I do not feel secure because I cannot pull into my garage and immediately close the door. I have the text conversations between ***, I've made videos of my experience. This company has consideration for their customers and to think this is a Veteran owned business!! I wasn't able to upload the videos, but I have 3.

  

  Business Response

  Date: 10/17/2022

  We apologize that you are having issues with the product we installed. Are you not willing to let us come out and see whats going on? I noticed that you issued a chargeback for the entire amount of $2399. I also have a question about the desired settle of $1199.50. Why is that the amount you are requesting? The opener on the invoice was $550. 

  Customer Answer

  Date: 10/20/2022

  Complaint: 18157293
  
  I am rejecting this response because: Due to the fact that I purchased a new garage doors and that it NOT what I got!!  I am requesting a refund for last payment of $ *******, for mental

  anguish, frustration, time lost, the ability to feel secure upon departing and returning  home, having to deal with inclement weather, my self worthlessness as a customer. As I stated, my daily routine to leave my house is that I have to pull out of my garage, get out of my car, hit and  hold the wall panel, go through my house and come out of the front door in order to get back into my care.  The matter in which I have been treated as  a customer is indeed what I considered as not respected, even with the call that I received from ******* on October 17, 2022.  As well as taking into consideration that the time has changed and that it gets darker and the fact that I cannot leave or return to my home in what I feel as secure. The garage and door opener was completed on July 12, 2022 in which case I have now had to deal with this ordeal and frustration for OVER 3 MONTHS!!!

  
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 10/24/2022

  Currently, I have an unresolved matter with Overhead Garage Door Company in *********, ** for the install  (07/12/2022) of what was supposed to have been a new garage door opener and garage door. However, I now have a new issue with the garage door opener and I wasnt sure how to add this information to the I do not accept the response made by the business to resolve the complaint   that I responded to on 10/20/202. 
  
  Today (10/22/2022) after pulling into my garage as I was holding the garage door wall panel  button to the let the door down.  Continuously holding the  wall panel button to get the door to close is part of the initial issue, anyhow as I was holding the button I notice something hanging from the garage door opener?  So once the door was down I checked it out and it appears to be a rubber piece with some grooves in it?? I am not sure what purpose it services in opening the door or if it will it break? So in addition to the safety issues with me not being able to close the garage door  when departing and retuning with it being dark outside, I am now concerned that if I continue to use the garage door will the piece of rubber break causing the door to come crashing down?  If that  happens then I will be requesting a full refund for  the entire amount in which I paid.  Also,  I noticed in the resolution message that they continue to ask if they can return to my home to check the matter out or resolve it? In July and August, they sent 2 different technicians out to my house  4 times to resolve the matter, the last time  I was informed that a part would  be order  with **** days and the garage door opener would  be repaired.  First, I purchased a new opener NOT once that was going to fall apart within months.  Being that there is another issue with the garage door opener, I am well past the point of them coming back to my house as well as the fact in the way that they choose NOT to or to communicate with me the **** of August 27, 2022. Its makes no sense that I have to files complaints to get something that Ive already paid for!  So I dont trust the company , the items that they are selling to customers or their unprofessional **************** Department!!
  
  I have included pictures regarding the matter at hand for today.
  
  If you should need to contact me, I can be reached at ************** or ************* or e-mailed at ************************** 
  
  Thank you for your assistance in this matter.
  
  *****************************
  BBB Complaint # ********

• Initial Complaint

  Date:09/27/2022

  Type:Customer Service 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.

  When I contacted this company from my ****** search this company When answered when I asked is this Overhead Door they said yes. I set up an appointment thinking that it was overhead door of **********. This company misrepresented themselves. In addition when they arrived they said that there would be a service call and that their cost would be no different than overhead door. I was then coerced into signing a contract To only adjust the the belt and they charged me $285. A call after they left To Overhead Door verified that it would have been an $85 repair. In hindsight I should have told your company to get off of my property because you misrepresented yourself as to who you were. I called the customer service number and followed up with a complaint they told me a manager would call back but no one ever did I knew you wouldn't. Not only did you misrepresent yourself as another company but you took their identity as their identity and said that they would charge the same amount and then you overcharged This is deceptive business practice and gouging. You are playing off the Reputation of overhead door of ********** and even the name of your company is deceptive. Your ****** ad was at the top and it did not identify yourself different than overhead door of **********. I would expect a refund to the normal normal business cost of this repair otherwise or otherwise you are doing nothing but stealing their identity and price gouging. Overhead Door of ********** is fully aware of your practices and I made sure that I let them know my situation too.

  

  Business Response

  Date: 10/11/2022

  I just listened to the phone call that was placed to our business by *************** and there was not a single mention of any other company when he called. At all. Everything he just stated is not true at all. In addition to that, when the appointment was set, there was a text message sent stating our company name twice. We also had the customer write a check to OGD. I can play the call in its entirety to the customer if they would like. I would also like this complaint removed from our account. 

  Customer Answer

  Date: 10/19/2022

  Complaint: 18135290
  
  I am rejecting this response because:
  
  This company is clearly riding the name of Overhead Door OF **********.   I CLEARLY said TO THE REPAIR PERSON WHO SHOWED UP< YOU ARE NOT Overhead Door of **********, in my phone call I said also clearly said 'Is this Overhead Door OF **********?', there was nothing that was said to me to identify that THEY WERE NOT!
  
  The repair person told me that he would have to charge me a service call, I realize now I should have just told him to get off my property however I listened to him talk about how they were as good as Overhead Door of ********** IF NOT BETTER AND CHEAPER!  LIES!   He then proceeded to tell me that it would be $280, and started high pressure talking me to other services even more expensive, i told him i just want the belt back on the track.   I felt pressured to have him do the work since he promised it would be cheaper.
  
  When he left I called the REAL Overhead Door of ********** and she detailed the repair I just had as costing $80 for that service call.   
  
  I then called this company's customer service and complained and they said they would have a manager call me.  NO ONE CALLED ME>
  
  This is a scam company charging 3 times the cost of repairs and they should be held accountable.
  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 10/25/2022

  I have attached the call recording from the phone call when the appointment was setup. There was no other company names mentioned and **** clearly stated that this is "OGD overhead garage door" when she answered the phone. In addition to that, before the technician arrived there was a text message sent to your cell phone that read "Hi, *********************, the technician is en route to your address. Drive times vary, we will notify you if anything changes. All credit cards and checks made out to "OGD" are accepted. Cash is not accepted. If you have any questions reply to this text."

  Unfortunately I can not comment on what was said between you and the tech, as I was not there nor have any kind of recording to confirm anything that you stated. I dont believe the tech would have promised our price to be cheaper than any other company as we do not know what they charge for their services. I understand you did not mean to call us for service but the facts are, you did and we provided a service which you agreed to. You could have simply asked the tech to leave when you realized he was not with the company that you meant to call. 

  Customer Answer

  Date: 10/27/2022

  Complaint: 18135290
  
  I am rejecting this response because:

   

   If I could have simply told the Tech to leave then why did the Tech tell me there would be a $50 service call?  
  
   He told me very clearly that you were  Competitive with overhead garage door he specifically mentioned them when I said that I thought that he was overhead garage door.  By the time he told me it would be 275 he was well into looking at it and working on it.

   I knew that that sounded very high little did I know how high it was until I contacted overhead garage door and told me that would have been an $80 surface call.  You clearly took advantage of their name.

   

   The true basis of my complaint is not only did you misrepresent misrepresent in your ad which took the place of my ****** search 1st and I mistakenly clicked on it because it said overhead door no mention of the word garage.  But you gouged me in the price that is the real complaint.   In talking with overhead door they told me that multiple people had called them complaining about the charges from your company.

   

   I stand by my complaint you misrepresented yourself in your name and you took advantage of me in your pricing it is ridiculous that a simple adjustment would have been $275

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair 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.

  I have large garage doors with duel springs, and on one of the doors, one spring broke on the left side of the door, as it is ************************************** our garage. A tech from OGD came out on July 7, 2022, and replaced the spring. I noticed it was smaller than the other one on the right side of the door, and asked about it, but he said it did not matter and would do the job. It cost $972.73 for the one spring. So, a little over two weeks later we notice the door was not closing evenly to where it sits flush to the floor. We called OGD and they sent a different tech out on July 25, 2022. This Tech says this is very dangerous, shows us the spring is being held by one screw, and it could fall on us if we used it. He said both springs should be the same size regardless of the door size. He said we needed to buy a new spring for the right side of the door and asked for a down payment ($486.36), which I gave him. He said he would be back with the new spring in a few days and fix everything. On July 28, 2022 a different Tech came out and he did not have the new spring and did not know what to do. He tried to reach someone at OGD's office and could not reach them, so he left. The technician could not even reach their own office! My wife called and texted ****** many times without an answer or response. So, we are out $972.73 for one spring that is too small, and half ($486.36) of the payment as a down payment on a new spring, and the so-called manager, ******, will not respond to our calls or text messages. Finally, he sends a fourth guy out and this tech says he is their top guy and is the answer to our issues. He says the springs just need adjusting, but what we really need is a new garage door motor. I am so sick of this, and he was very convincing, so I said okay. I told him about their manager, ******, never returning our phone calls and he said, "oh that's not surprising, he won't even return our phone calls." He did not have a motor but said they had one

  

  Business Response

  Date: 09/07/2022

  Im sorry that you are not happy with the service provided. Here is what I can see according to the records and phones that we have. The first call from the customer was on **** and the door was serviced on ****. 1 of the ********* were replaced. When a door has dual springs, there can be a combination of different sizes that will work to balance the door. Its not always true that both springs always need to be replaced and its not always true that the springs will be the same size. It all depends on the weight of the door and what springs are needed to balance the door. We replaced 1 spring on that visit. The customer also left a 5 star review when the tech was complete

  The customer called us again on **** reporting that the door was not coming flush to the ground. By now it has been over 60 days since we serviced the door and we would assume since the customer states that they use this door often, that it has gone up and down just fine at least 120 times by now with no issues. We did see an issue with another serviceable part of the door, the actual motor itself looks like it is causing some issues. The belt is starting to come apart according to the pictures our tech took. The $486.36 payment the customer is speaking of was a deposit for us to order and install a new motor. That order was cancelled by the customer and the $486.6 payment was refunded. I have the information on the refund if need be. 

   

  I do show outbound calls from ****** to the customer on 8.1 and 8.2 with a 15 minute inbound call to ****** on 8.1 so I know the customer has spoken with him. The customer received the $486.36 refund from what I can tell. I am unclear of what additional refund the customer is asking for

  Customer Answer

  Date: 09/08/2022

  Complaint: 17794833
  
  I am rejecting this response because:

  Please see the attached WORD file for the complate complain and response to OGD's response to my original complaint.  There was not enough room for my total story so I am including it as an attachment.  I greatly appreciate your help in this matter.

  If my complaint and response is unclear, please let me know.

  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/13/2022

  Im just seeing the same complaint. I see that the desired resolution is a refund but Im not clear on what they are wanting refunded. We have already refunded the $486.36. The customer has already gotten that back. 

  Customer Answer

  Date: 09/13/2022

  Complaint: 17794833
  
  I am rejecting this response because:  If you would ready the entire complaint you would see what I am asking for.  It is not the same complaint as the first one as there was not enough room on the BBB site for my full story, thus I included it as a WORD attachment so you could read the whole complaint.  I want a refund for the useless spring you sold me.  It is laying in my garage and you can have it back.  It would be a refund of $972.73.  Please read the entire complaint and you will see why I am asking for this refund.  I am not being unreasonable.  I will attach it agin.  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 10/12/2022

  I have read the whole complaint again. At this point, we have issued a refund for the $486.36. Did you have to have the work we charged you for redone? Are those parts still installed and working?

  Customer Answer

  Date: 10/12/2022

  Complaint: 17794833
  
  I am rejecting this response because: Yes you refunded the $486.36, which was for the second spring that we ordered but never got.  If you read my complaint you will see why.  You had another tech come out and he said we did not need a second spring, he said we needed a new motor, which we never got, thus the refund of the $486.36.  I want a refund of the original $972.73 for the one spring you did install that was too small to raise our gargae door correctly.  That is why you kept sending technicians out to our house; to figure out why the door would not work correctly.  One of your techs said it was too dangerous to use and he unhooked the door so we could not use it.  Your folks disappeared and I hired Overhead Door to fix the problem.  As I said in my complaint, we needed the door fixed and safe for use. Overhead Door (not your company) came out and replaced both springs with the same size springs we originally had (larger springs than the smaller one you installed) for approximately $650 total (both springs). I then tried to contact *********************** again several times to request a refund of the $972.73 for the small spring your company installed but he was never available. The last guy I talked to said *** could not refund my original $972.73 because I told them we had used another company to remove it and reinstall a larger spring. I told him we had to call another company because *** would not return our phone calls.We gave you numerous chances to correct your mistake, but you never did. So your spring is laying in my garage perfectly fine, and you can have it back because it is useless to me.  I want the $972.73 it cost because it was the wrong size and you had two different technicians say so.  Everyone one of your techs had a differing opinion on what the problem was, but the problem was the spring was too small.  I have the spring and will return it to you as it looks brand new, but I want the original cost for it ($972.73) refunded to me please. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair 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.

  We need our garage door to be replaced. We received a quote and paid the amount upfront on May 16th. We understood it was take at 60 days due to supply chain, etc. Could not get updates from company and never called us back with messages, texts, and talking to assistant. I took and travel from out of town two days on August 3rd and August 10th. Technician showed up on Aug 3rd but need a second pair of hands. Came back on August 5th put a part was not place correctly and was going to get it. August 10th they cancelled and then again they scheduled for August 17th, move it to 18th and now to 19th. NO PHONE CALLS, FOLLOW **** EXPLANATIONS, etc. They have our money for over 3 months with no garage door installed and not contact with me or other family members on call list. This is totally unacceptable especially NOT CALLING BACK.

  

  Business Response

  Date: 08/22/2022

  There is been plenty of communication. We have all the text messages communicating with you about the delay in the products. It was un foreseen but it was communicated. Heres what we got in response.

   

  "This is a joke. You have our money get the **** door up."     "It is not the distributors fault. Your company did not order the right track. That is your fault. It is also your fault for assigning one person the job when you clearly knew it would take two people. Lastly, we have been fed so much bull instead of the truth. It took **** weeks to get the "custom" track that was wrong. So honestly how do you expect to get this one fast. What is a realistic delivery date"

   

  We have the install scheduled for the 26th. We are waiting on the material to arrive. Nothing more, nothing less.