Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Garage Doors

Overhead Door Company of Lubbock, Inc.

Complaints

This profile includes complaints for Overhead Door Company of Lubbock, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Overhead Door Company of Lubbock, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      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.
      My lake house boat barn overhead door(s) have been serviced/repaired by Lubbock Overhead Door at least twice in past 4 years and done satisfactorily. In early April after one of the big wind storms the west side overhead door was damaged and needing the top two panels and some hardware replaced. I provided pictures of the damage to them and put in a request for repair personally in the Lubbock office. A week or so went by and I got a call from their service man that he was at the location to inspect. Well I do not live at ************************, but in Lubbock and they did not notify me that they were going. But the man measured the outside. Another week went by and yet another guy is at the ********** wanting to do it again. Same thing, they didn't let me know so I could have someone there. I asked him why he needed to measure when they had replaced a panel on the door previously and the part number should be in their *********** I stopped by the office to ask what the status was. The panels had not been ordered. They wanted a deposit to order the panels. They needed someone to be able to go inside the garage to see what hardware would be needed and they couldn't tell me when they would be able to do that and it could take a month to get the panels in.I have used this company to repair my commercial doors in a busines I had out at *****************. I've used them on my house in Lubbock and in ***********. This is absolutely the worse customer service I have ever experienced with them. Todays conversation did not go well and I expressed my absolute disappointment in their service. Their lack of timely communication over this repair has prevented my best use of this boat storage garage as both the east and west doors are necessary to get the boat into the ********* is a question of the cost. It is a matter of their lack of communication. I realize they do not get repairmen down to *********** very often and that is a fact that us property owers at the lake realize.

      Customer Answer

      Date: 05/13/2025

      I have another company working on the repair that has responded promptly to my request for service.

      Business Response

      Date: 05/13/2025

      Mr. ******,

      We acknowledge the mistake in miscommunication regarding ordering your replacement sections. It is our policy to collect a deposit on all non-stock parts and sections, which is why it wasn't ordered when quoted. We have spoken with you since this complaint and tried to come to a sensible solution to get this job completed in a satisfactory manner. Please let us know if we can earn your business and get these sections replaced for you, as we've done in the past.

       

      Thank you,

       

      ****** ******

      Office Manager

      Customer Answer

      Date: 05/13/2025

      I am rejecting this response because:   The last time you replaced panels and did some work no deposit was required and when I came to you this time no mention of a deposit was mentioned. Someone called today and said they could order the pannels off the previous work invoice and I responded that was what I thought was being done last month. I've contacted another company who is looking at the door tomorrow. As I outlined originally in this complaint, you've lost my trust in customer sevice and that is regrettable as you always served my companies well in the past (WesTex Document at *****************) and my home.

      Business Response

      Date: 05/13/2025

      Mr. ******,

      Again, we acknowledge the miscommunication. The deposit might not have been required previously, but it is our current policy. We understand and trust that you were not told this when quoted, as you assumed that we were ordering at that time. As stated, we acknowledge that the ball was dropped as a result of this miscommunication. I wish that this was not your experience and that expectations were made more clear, but unfortunately, all we can do is try to earn your business moving forward.

      We have pulled the history of the work we have done at this address previously and can order the sections based on what we have done before, but as told, the size requires a special order. Please let us know if we can do anything else.

       

      Sincerely,

      ****** ******

      Customer Answer

      Date: 05/19/2025

      Yes close the complaint as another company (OGD) was able to make the repairs the same day they went to inspect the door and did not need to replace the two panels.

      Customer Answer

      Date: 05/21/2025

      I have reviewed the business response and accept this resolution. 
    • Initial Complaint

      Date:11/26/2022

      Type:Billing Issues
      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.
      My garage door spring broke. Overhead Garage Doors sent a technician out to replace the spring on April 28, 2022. I paid for the spring and service call in the amount of $178.50. It only held for a few weeks before the door broke again. They sent a different technician out to fix it. I asked what caused it to break so soon. He said the previous technician did not install the spring correctly and it put too much strain on the coil. He fixed it and wanted to charge me and additional $98.50 for the second service call. I told him I shouldn't have to pay a second service charge for something their technician messed up. They ended up sending a technician out 4 times to fix things that they broke. The repairs lasted anywhere from, 3 hours to 2 weeks before breaking again. I paid for the parts but should not be responsible for a second service call because their technicians kept messing up the repairs. I called the office to complain and they took the $98.50 off my bill but later added it back on. In August I called OGD to come out because the door was broken again. He told us the spring Overhead Garage Door installed was not the right size for our garage door. He changed it out and charged $219.00 which I paid. I have not had any further problems. But Overhead Garage Door keeps trying to get me to pay for that second service call. If their technician had done the job properly there would not have been a second service call needed.

      Business Response

      Date: 12/28/2022

      Business Response /* (1000, 16, 2022/12/30) */
      Hello,

      I apologize for the issues you have had, but we do not show any record of you disputing the bill with our office. I do show the service call should have been warranty and I have taken it off your account. Your account shows a zero balance and has not been sent to collections.

      The subsequent calls we show on your account were to do with replacing parts in your electric operator, not your spring. I apologize for the miscommunication.

      Thank you,

      Mandee Lawlis- Office Manager


      Consumer Response /* (2000, 18, 2023/01/04) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      By showing a zero balance on my account I believe this to be a fair resolution. Thank you for your help in resolving this issue!

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.