Overhead Door Company of Akron was
contracted by Mrs***’s home warranty company (HSA) to install garage
door openersThe home warranty company decided what a customer will receive
based on policy and original equipmentThe equipment mentioned in Mrs
***’s statement was the
cheaper and held the shortest warranty of all
similar productsSo, the first statement made by Mrs***’s is untrue Twenty
days after initial installation the control boards were replaced, without
charge due to a manufacturing defectDate of install was 7/6/and the faulty
boards were replaced 7/26/Approximately months after the install and
board replacement, customer called with another complaintThe door opener had
a bent draw bar armThe amount of force to bend this arm is commonly
associated with door landing on obstruction like a vehicleArm was repaired
(straightened) and unit was reset and the operations were testedThe unit was
out of warranty at the time and the cost was $(Date 4/30/12) A
little over two years later, Mrs*** called and stated door was not
closingI (Jayson C***) was the technician on this service call, customer
was hostile and irateBoth doors were surpassing the initial open stop limit
and jamming into the stop boltI was apologetic and listened to Mrs
***Again, unit without warranty cost was $ Over
years later (7/16/14), customer called again stating door will not open
diagnosed broken door spring Customer,
Mrs***, was irate/ hostile againBlaming malfunction on faulty door
openerI explained to Mrs*** why the spring had broke and it had
nothing to do with the door opener(11/7/16) Again, I was the technician and
replaced / repaired seals on doors, not relative to door openerI serviced and
adjusted both doorsThe operations were tested.10/3/Mrs***, called for
service on door openerOur technician, Nate was met by an agitated Mrs
***Nate contacted me for guidanceI instructed Nate to explain to the
customer the unit was obsolete and attempts to fix it would most likely be
futileNate explained this to the customer and was belittledI asked Nate to
let Mrs*** know that I would personally come out and assess the
situationCustomer closed the door and wouldn’t respondI asked Nate to leave
unsigned copy of service ticket in customer door.I made a decision to no longer
provide Mrs*** with service due to her constant belittlement /
hostilityOverhead Door Company of Akron and its technicians remained
professional at all timesThe total cost incurred, after initial install,
related to the door openers $All other charges/ service calls we’re
unrelated.Although, the causes were
undetermined, commonly seen as customer misuse, this was never stated or
admitted by Mrs***In my opinion, this claim is unwarrantedOverhead
Door of Akron, in its years, has always been concerned with customer
satisfaction and professionalismAll charges are typical operating/service
costs and in no way excessiveCollection will not be sought, nor will we provide
service to Mrs***Sincerely,Jayson C***Residential sales RepresentativeOverhead Door Coof Akron
I am not satisfied with the company's response because I have always paid them loads of money and was never hostile to the service technician, Jason. Overhead installed a lemon in 2010 for which I had to keep servicing the new garage door openers for years. They should have replaced it as this mechanism had problems to begin with. I have all the receipts for all the years. I am unhappy with their service and very unhappy with the Revdex.com response. Rather than admitting that Nate had no idea how to repair a problem that was repaired frequently by Jason or keeping its promise to send Jason on Thursday to fix it, the response shifts the blame on me? A paying customer from 2010. I will never call this company again too as this is a belligerent response. I don't consider this a resolution of my complaint.
Overhead Door Company of Akron was
contracted by Mrs***’s home warranty company (HSA) to install garage
door openersThe home warranty company decided what a customer will receive
based on policy and original equipmentThe equipment mentioned in Mrs
***’s statement was the
cheaper and held the shortest warranty of all
similar productsSo, the first statement made by Mrs***’s is untrue Twenty
days after initial installation the control boards were replaced, without
charge due to a manufacturing defectDate of install was 7/6/and the faulty
boards were replaced 7/26/Approximately months after the install and
board replacement, customer called with another complaintThe door opener had
a bent draw bar armThe amount of force to bend this arm is commonly
associated with door landing on obstruction like a vehicleArm was repaired
(straightened) and unit was reset and the operations were testedThe unit was
out of warranty at the time and the cost was $(Date 4/30/12) A
little over two years later, Mrs*** called and stated door was not
closingI (Jayson C***) was the technician on this service call, customer
was hostile and irateBoth doors were surpassing the initial open stop limit
and jamming into the stop boltI was apologetic and listened to Mrs
***Again, unit without warranty cost was $ Over
years later (7/16/14), customer called again stating door will not open
diagnosed broken door spring Customer,
Mrs***, was irate/ hostile againBlaming malfunction on faulty door
openerI explained to Mrs*** why the spring had broke and it had
nothing to do with the door opener(11/7/16) Again, I was the technician and
replaced / repaired seals on doors, not relative to door openerI serviced and
adjusted both doorsThe operations were tested.10/3/Mrs***, called for
service on door openerOur technician, Nate was met by an agitated Mrs
***Nate contacted me for guidanceI instructed Nate to explain to the
customer the unit was obsolete and attempts to fix it would most likely be
futileNate explained this to the customer and was belittledI asked Nate to
let Mrs*** know that I would personally come out and assess the
situationCustomer closed the door and wouldn’t respondI asked Nate to leave
unsigned copy of service ticket in customer door.I made a decision to no longer
provide Mrs*** with service due to her constant belittlement /
hostilityOverhead Door Company of Akron and its technicians remained
professional at all timesThe total cost incurred, after initial install,
related to the door openers $All other charges/ service calls we’re
unrelated.Although, the causes were
undetermined, commonly seen as customer misuse, this was never stated or
admitted by Mrs***In my opinion, this claim is unwarrantedOverhead
Door of Akron, in its years, has always been concerned with customer
satisfaction and professionalismAll charges are typical operating/service
costs and in no way excessiveCollection will not be sought, nor will we provide
service to Mrs***Sincerely,Jayson C***Residential sales RepresentativeOverhead Door Coof Akron
I am not satisfied with the company's response because I have always paid them loads of money and was never hostile to the service technician, Jason. Overhead installed a lemon in 2010 for which I had to keep servicing the new garage door openers for years. They should have replaced it as this mechanism had problems to begin with. I have all the receipts for all the years. I am unhappy with their service and very unhappy with the Revdex.com response. Rather than admitting that Nate had no idea how to repair a problem that was repaired frequently by Jason or keeping its promise to send Jason on Thursday to fix it, the response shifts the blame on me? A paying customer from 2010. I will never call this company again too as this is a belligerent response. I don't consider this a resolution of my complaint.