Complaints
This profile includes complaints for OGD Overhead Garage Door's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 78 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/17/2022
Type: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.
Called OGD to fix my garage door. Tech came out looked at it, determined it needed a bullet that had broken on the chain. Didnt have part so he said he had to order it. Called number to set up the next appointment which was on Friday. Tech showed up, put new sticker on door and proceeded to tell me he had not ordered the part after he said he would. After he did order it, he installed it, and same day.broke again. Told me it could be computer board or some other part. At this rate I am $488 in and nothing has been fixed. Called reputable company I have used before and they came right out and immediately knew it was some part that controls how far door travels. At this rate, he advised me to purchase a new unit. For what OGD charged me to NOT fix it, I could have bought a new one.. Now OGD wants documentation to show what other company did. I even told OGD I didnt mind service call and part charges but would like the rest of my money back. Evidently there is no warranty on their work as their website states.
Business Response
Date: 10/13/2022
If the customer would help us follow our process and provide the information that we need to get it resolved, we would have it resolved by now. Please provide the information we have requested so we can resolve the matter fairly. Thank youInitial Complaint
Date:08/15/2022
Type:Status:ResolvedMore 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.
Garage door opener stopped working. Called OGD, set appointment. Before they arrived, garage door opener started working again. Tech arrived and said there was a short, that I needed to replace entire system. Required $474 deposit. Would only take check.Next day, i thought about it and contacted tech and company to cancel. Tech tells me that the $474 deposit is non-refundable. I immediately stopped payment on the check but I don't know if that was successful yet.Business Response
Date: 08/16/2022
If you stopped payment on the check what are you wanting us to do? You will get your money back from the bank? What is the complaint here and why did you contact the BBB instead of the business??!!!Customer Answer
Date: 08/16/2022
Complaint: 17712666
I am rejecting this response because: the stop payment was too late. You already have my funds. An acceptable resolution to me would be a refund of $424.00. That leaves OGD with the $50 fee for a home visit.
Regards,
*****************************Business Response
Date: 08/22/2022
Okay. I will look into that. That is the reason we did not process your refund. Why make the threat to put a stop payment on the check then?Customer Answer
Date: 08/30/2022
I cannot either accept or reject the Business Response on 17712666. They didn't specifically make an offer.
However, I did speak to a representative of their firm today who indicated that a refund was being processed. I will accept their response when I have their check in hand.
*****************************
************Business Response
Date: 09/07/2022
Okay, thank youCustomer Answer
Date: 09/15/2022
Better Business Bureau:
I received a full refund yesterday. Because of that, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************Initial Complaint
Date:08/12/2022
Type:Status:ResolvedMore 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.
In Nov 2021, we had our garage door replaced by Overhead Garage Door. On June 1, 2022, we called OGD back because of issues with the installation (loud and vibrating). They sent a technician who fixed the issue, and charged $360.00. We were contacted by OGD in July 2022 asking if any work had been done in June. Turns out the technician collected the $360 to his own business account.OGD promised a refund for the warranty work, and sending a fraudulent technician.We have tried to contact their representative many time to ask about refund, and they are ignoring us.Contact name is *******************************, *************************Business Response
Date: 08/23/2022
This was an oversight that has been corrected. The customer should have received the refund process email today showing when the check will be arriving.Customer Answer
Date: 08/25/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It will be once we receive the check.
Regards,
*************************Initial Complaint
Date:08/10/2022
Type:Status:ResolvedMore 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 called OGD, (OGD, Overhead Garage Door) not to be confused with "Overhead ************* to set up an appointment to repair my garage door. Next morning (Aug 4) a tech arrived to assess the repair. He provided 2 solutions, replace the belt drive and rail or replace the system entirely. I chose the belt repair and the tech confirmed that it would be fixed the next day since he did not have the belt and rail on his truck. He asked for a deposit of $144.50 (1/2 of the $289 repair quote) which was provided and he mobile deposited the check - I assume to the corporate account. Aug 5 (day 3 for my broken garage opener) he shows as promised only to find that he has the wrong belt for my opener. He then states given the age of the motor - he cannot make the repair. I said that was OK as long as you can provide a refund of my money. I was then instructed that he cannot refund the money - I need to call the customer service number ************. I have done so three times. I have also left a voice mail and I have texted this number as the recording requests. I have yet to have any confirmation of my calls, texts or messages. When you call the other phone numbers for OGD they all tell you the same thing - "you must call the 844 customer service number" which in my opinion is a black hole of silence. Once you provide a deposit - there is no guarantee that work will be completed and they substantially overcharge on bids. If your work is not completed (as in my case) and its impossible to talk to anyone about getting your deposit back. I think their business practices and marketing is deceptive. I continue to await a response as I type this complaint.Customer Answer
Date: 08/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I continue to contact the company and they have yet to respond.
Regards,
***************************Initial Complaint
Date:07/28/2022
Type: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 July 26, 2022, I called Overhead Garage Door Company to have an issue fixed with my garage door. The company sent in ******************************* to perform the service. He misdiagnosed the issue of motor not working, and he left a hole in my garage door. The only issue with the door was that it was not closing, and it kept on touching the ground and opening back up.The prior motor that the technician took off is still working in good condition, but he replaced it with a new one just to charge a high bill. In addition to that, when the technician left, I noticed a hole in my garage door because of *******'s carelessness.Business Response
Date: 08/09/2022
I have reviewed the pictures that our technician took when he was doing his inspection of the door and motor prior to doing any work. The pictures are time stamped so its clear that he took the pictures before doing any work. The damage to the door was there already. The damage to the door isnt even in a place that he worked on. The motor attaches to the top panel. The panel that is damaged is in the middle of the door. Why didnt the customer call the office when the tech was on site to report that? Why didnt the customer ask the tech why he damaged the door?
The customer states that there was nothing wrong with the old motor. We have pictures of a damaged gear and sprocket on that motor. The motor might still come on and "work" but it will certainly not operate a door.
Customer Answer
Date: 08/10/2022
Complaint: 17629060
I am rejecting this response because a lot of the statements made by the business are fabricated and far from reality. The picture that I posted in my complaint from the outside of the door clearly shows the damage to the front of the door.
Technician replaced the motor unnecessarily, and when I questioned why he is replacing the motor? He could not give a plausible explanation, so he decided to do favors. He said that he will replace the hinges without any additional charges, and I realized the damage from the outside after he left. I closed the door and observed it from outside; the damage occurred while he was replacing the hinges because he was using a heavy hammer, and I found it after he left.
The reason that I initially called was that the door wouldnt close. It would go all the way down and come back up, and the problem that the door wouldnt close still occurs even after the tech installed new motor. Therefore, it is apparent that replacing the motor was not a fix to the problem. As I rightfully stated, he misdiagnosed the issue and replaced a motor to charge a higher bill.
Regards,
***************************Business Response
Date: 08/30/2022
This is the first time it has been mentioned about the door not working after the motor was installed. There has been no text or calls from the customer to our office to report that issue. If you would call us to let us know, we would be able to send a tech out to look at it. You do have a warranty. We will reach out to you now that you have made us aware of the issue.Customer Answer
Date: 08/31/2022
Complaint: 17629060
I am rejecting this response because this company keeps on deviating and deflecting from the actual issue. The real issue was that the tech misdiagnosed the issue, and he created a hole in the garage door. I have attached the picture, and it clearly shows that the hole is inside out; it was caused by the tech's negligence. Additionally, I have mentioned several times that the main reason I called about was that the door would not shut. It would touch the floor and go back up, and this had nothing to do with the motor that he replaced. When I inquired from the tech, why he is replacing the motor, he had no explanation whatsoever. He decided to do a favor by replacing the hinges at no additional cost, and while he was doing it, he created a hole in the garage door.This company needs to change their practices and issue me a refund for the hole created in the garage door and unnecessary replacement of the motor.
Regards,
***************************Business Response
Date: 09/13/2022
I do not see any proof that the tech misdiagnosed anything or that the tech damaged the door. If you watched the tech damage the door why didnt the customer say anything to the tech? Why did the customer pay the bill in full even though the tech damaged the door? We spoke to the customer over the phone and there has been no proof given to us that shows that the tech damaged this door.Customer Answer
Date: 09/17/2022
Complaint: 17629060
I am rejecting this response because this company keeps on deviating and deflecting. I have said multiple times that I saw the door from outside right after he left. He caused damaged to the door while installing the hinges, and he was using a big hammer hitting the door inside out while installing hinges. As soon as he left, I saw the door from outside, and I noticed the damage to the door. I have submitted picture which clearly shows that the hole is from inside out. The company has to prove that the door was not staying on ground due to the defective motor, and they failed to give any plausible explanation of what the correlation is between the door not staying on the floor and motor. I have said multiple times that the door had the same issue even after replacing the new motor, and this is evidence that the tech misdiagnosed the issue.
Regards,
***************************
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