Complaints

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• Initial Complaint

  Date:12/03/2024

  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.

  Starting in August 2024 our garage door stopped working. We contacted Overhead Door and they sent a technician over who diagnosed a faulty "logic board". He didnt tell us we needed a new motor or give other possibilities. We had them order and replace the part which cost around 450$. The door still didn't work. They came back in September and this time told us it was the *** sensor. This cost around 200$ to replace and still the door didn't work. I was then informed by the company we will now need a new unit that would cost 1000$. When I contacted the company about this frustration and paying them to fix what they told me was wrong I was met with opposition. I was told it was the "consumers responsibility" to decide what path to go down. I was also told that this "is how the industry works". All I wanted was the professional to tell me what was wrong and fix it. Instead I was charged nearly 600$ for nothing and then told I needed a new unit. After further discussion with ****** in the office I was told they would no longer be serving me. So in the end paid them 600$ for nothing, still have a broken garage door and now they are blowing me off because I was not satisfied with that treatment. I am willing to pay the difference for the new unit but shouldn't have to pay for them to not fix what they are the experts in. I find that for them to basically tell me off because of their failure to fix this issues poor business practice and would like this resolved.

  

  Business Response

  Date: 01/09/2025

  Ms. **** is who we dealt with on this project. We initially went out and the board on the operator was not working. Ms. **** was told that the part was special order and it had to be paid for upfront before we could order. Once that part was replaced it worked for a week or so and then we received a call from Ms. **** stating the wall controls had stopped working. We came out free of charge and reset the operator. Another week goes by and it stops working again. We contacted the tech support for the brand of operator she had,and they stated it was a bad RPM sensor. Once again Ms. **** was told this was a special order part and that it had to be paid in full before it could be ordered. At this point she was told that if this part did not fix it, she would be looking at having to get a new operator. She chose to proceed with the new part. The operator worked for a few days before Ms. **** called again, and at that time I priced her a new operator. I would like to note that we do not leave the site and ask for payment unless the operator is functioning. This last call ******* refused to pay the labor and was given a discount of half off. When we priced the new operator and she was also given $100 off with another option for another $100 off if she want to go with a model without the WiFi *************** this point Ms. **** wrote an Email stating what she would be willing to pay for the new operator which would be below even our costs for this operator and accused our technician of being inable to correctly diagnose the problem since he used tech support.  In the response Email,it was explained that special order parts cant be returned once they have been used and that some parts have to be replaced before other can be found to be faulty and that this is the case throughout the whole industry. She was also told that her operator is one of the more expensive, high end operators and so parts are a bit pricier than other models. We also apologized for the miscommunication on the process of repairs versus replacement and told her we were working to improve this in the future. She was told that the discounts and credit we had already given her were what could be given and that there would be no more. ******* became extremely rude and demanded that we give her what she deemed fair. At this point I told her we could not help her anymore.