Overhead Door Company of Central Jersey

2/19/15, Thursday - visited *** residence on a service call to repair a non-functional garage door openerUnit is years oldTechnician diagnosed burned out control boardReplaced and test ran unitTested OK at time of
serviceSometime over the weekend of 2/& 2/22/customer left voice mail that opener had again failed2/24/- visited residence again, tested opener system, discovered motor assembly had failedMotor is under warrantyOffered to replace motor for direct site labor (waive service call charge) and no charge for the partCustomer refused this service on the basis of having to pay a labor chargeReminded customer unit is years old, some parts are still under warranty, labor is notCould not resolve with customerIt is unfortunate the unit presented with a different problem within a few days of the control board replacement but this can happenSimilar to getting your transmission fixed to find out your fuel pump fails a week later - unfortunate but unrelatedWe will still be glad to replace the motor on this unit at a minimal labor charge and no charge for the partAlternatively the customer may visit our store with the bad motor and we will provide him with a replacement partThe customer can then have the motor installed by any qualified individual of his choiceI was not present at the time of the site visit where a discussion regarding the cost of a new opener occurredIt would not be unusual for a technician to either offer a comparison or answer a question regarding the cost of replacement vsrepair

Review: Overhead Door Co arrived at my house to correct an issue we are having with our Overhead Door Co garage door opener. Tech. Diagnosed problem as a circuit board, replaced circuit board and charged us $186.18 after tax. Soon after the tech left, the same problem started occurring again. New tech came out today and said that I now need a new motor. The motor is still under warranty but there is an additional $75 installation fee. The tech then tried to sell my wife and entire new opener for over $450 even though motor was under warranty

Called branch manager and was told that the circuit board was bad and that the motor is bad too. I asked that if the board was bad how did the first text not acknowledge that the motor was bad too. The problem reoccurred right after the first tech left. The branch manager just kept saying that the motor has a dead spot and needs to be replaced and never answered my question about how the first tech missed it and the fact the circuit board NEVER fixed the issue.Desired Settlement: That the Overhead Door Co replace the warranty motor at no charge since we feel the circuit board was not the correct diagnosis

Business

Response:

2/19/15, Thursday - visited [redacted] residence on a service call to repair a non-functional garage door opener. Unit is 10 years old. Technician diagnosed burned out control board. Replaced and test ran unit. Tested OK at time of service. Sometime over the weekend of 2/21 & 2/22/15 customer left voice mail that opener had again failed. 2/24/15 - visited residence again, tested opener system, discovered motor assembly had failed. Motor is under warranty. Offered to replace motor for direct site labor (waive service call charge) and no charge for the part. Customer refused this service on the basis of having to pay a labor charge. Reminded customer unit is 10 years old, some parts are still under warranty, labor is not. Could not resolve with customer. It is unfortunate the unit presented with a different problem within a few days of the control board replacement but this can happen. Similar to getting your transmission fixed to find out your fuel pump fails a week later - unfortunate but unrelated. We will still be glad to replace the motor on this unit at a minimal labor charge and no charge for the part. Alternatively the customer may visit our store with the bad motor and we will provide him with a replacement part. The customer can then have the motor installed by any qualified individual of his choice. I was not present at the time of the site visit where a discussion regarding the cost of a new opener occurred. It would not be unusual for a technician to either offer a comparison or answer a question regarding the cost of replacement vs. repair.