Overhead Door Company of St. Louis

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/01/06) */ We have contacted Mr [redacted] regarding this incidentHe relayed that he did not want a refund as stated in this case We offered to perform a preventive maintenance in lieu of the refund, which he accepted at no cost to him In the case of product failure, it is always best for us to be able to examine the product and the situation in order to maintain quality control standards with our manufacturersWe spend a great deal of energy, and have a great deal of pride in our products and servicesWe do not, however, manufacture any products, and therefore have to rely on our vendors to maintain their standards as wellWe play a role in this, and do everything that is possible to relay this type of information when necessary In the case of Mr [redacted] , we were not involved in the replacement and therefore, were not able to take these steps to insure the product quality If we can be of further assistance to Mr [redacted] , we would be happy to Sincerely, [redacted] Vice President, General Manager

]Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @DHPACE.COM We have recently moved into our new building in the Westport area and designed our showroom to be very inviting and customer friendlyWe also train our showroom staff to be very accommodating and knowledgeable regarding our productOne of our areas of concern is quoting a door with an unspecific site evaluation, which happened in Mr***' caseIn the showroom, we were basing our estimate off of a x door from the information Mr [redacted] gave us, when we had our site inspector visit Mr***' residence we found that the door opening, which we use to price and order the door correctly for the highest level of customer satisfaction, happened to be 15' 9" x door opening This is when the discussions of the price discrepancy aroseWe also train our managers to be very cognizant of customer service related issues along with the authority to make decisions to keep customers happy and to maintain our A+ Revdex.com ratingSpecifically, myself nor any of my other mangers have had contact with Mr [redacted] regarding this issue, I am confident that when/if we do there will be a positive result

I spoke with the Installation Manager after Overhead Door received the complaint. Overhead Door has refunded me the full amount which I was seeking. I am satisfied with the outcome and request that this complaint be Closed with BBB.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I don't have any of that. Sounds like the customer doesn't either. I contacted the customer. She said the name of the company was *** *** ***. We are Overhead Door Company of
StLouis. When I called the customer, I had a technician that was only blocks away from her house at another call. In an effort to be a good Samaritan of a company, I sent the technician over to make sure that she could see our truck and how a good company responded. She agreed that we were not the company. I am confused as to why it is my responsibility to get you the details of the company that she did use. She should have the burden to prove that it was us, if any proof is necessary. If you follow up with her, I am confident that she will tell you that she made a mistake.Please let me know how else I can be of assistance in getting this matter closed and removed from the record, as it IS an error.Sincerely,*** ***
*** ***

We scheduled a door and opener "tune-up" as a special advertised on TV The technician, Anthony, showed up in the agreed upon time frame, conducted the checks as part of the "tune-up", made the adjustments that he needed to make and was on his way in about minutes He was very friendly and offered some very helpful information and advice on the operation of the door, remotes, etc We plan to have this service done again in the future, based on this experience

Final Consumer Response /* (3000, 6, 2014/12/08) */
The business came out and resolvedI am very satisfied

Initial Business Response /* (1000, 5, 2015/06/01) */
Overhead Door installed a new opener for Mrs*** on 6/19/On that completed ticket the tech noted that spring system needed some additional work that was not performed at the customers requestIn December of 2014, a tech was dispatched
on a warranty call which turned out to be the lock button on the inside wall console that needed to be disengaged which is not covered under the warranty program, there was a $service call charge which is the first part of the $refundOn May 1st 2015, a tech was dispatched and performed $247.90, this service call addressed the a fore mentioned spring problemAlso the second part of the total refundOn May 4th a third tech was dispatched and replaced the motor unit under the advice of *** technical support at no chargeAfter speaking with Mr*** multiple times(Mrs***'s son in law) regarding his displeasure over the charges, he was informed that due to some confusion between the technician's explanation of work performed to Mrs *** Overhead Door was going to refund the entire After several more conversations between Mr*** and Overhead Door regarding the length of time it takes to process a refund, the additional $was requested to be refunded due to the correlation of work performed and and timeliness of the original installIn order to provide our customers with top line customer service Overhead Door has also refunded the $for a total of $

I will NEVER do business with Overhead Door again
Last Sunday went to close garage door and heard a thud so I looked inside and saw that one of the springs brokeSo I waited till Monday morning and contacted Overhead Door, what a mistakeTo replace two springs and grease the track, less than thirty minutes $Found out tonight I could of gotten the springs from Grainger for 1/of the cost and replaced them myselfWhen the door is up there is no tension on the springs so it's not like the other type of spring that is located above door and will tear ya up if you don't know what you're doingI will NEVER use Overpriced-Overhead Door againVery dissatisfied

I made an appointment at 10am and received a visit by 1:00pm the same day I told them I had a broken spring and reminded the call ahead service man to see if he had some on this truck He had the springs I needed on his truck and had the repair done in minutes
I will definitely use them again

Outstanding technician and service on Chritmas Eve of all days! Technician thoroughly explained repair optionsFinished service in time stated and cleaned work area

]Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@DHPACE.COM
We have recently moved into our new building in the Westport area and designed our showroom to be very inviting and customer friendlyWe also train our showroom staff to be very accommodating and
knowledgeable regarding our productOne of our areas of concern is quoting a door with an unspecific site evaluation, which happened in Mr[redacted]' caseIn the showroom, we were basing our estimate off of a x door from the information Mr[redacted] gave us, when we had our site inspector visit Mr[redacted]' residence we found that the door opening, which we use to price and order the door correctly for the highest level of customer satisfaction, happened to be 15' 9" x door opening This is when the discussions of the price discrepancy aroseWe also train our managers to be very cognizant of customer service related issues along with the authority to make decisions to keep customers happy and to maintain our A+ Revdex.com ratingSpecifically, myself nor any of my other mangers have had contact with Mr[redacted] regarding this issue, I am confident that when/if we do there will be a positive result

I spoke with the Installation Manager after Overhead Door received the complaint.? Overhead Door has refunded me the full amount which I was seeking.? I am satisfied with the outcome and request that this complaint be Closed with Revdex.com

We did not perform this service.? This has also been confirmed with the customer

Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: *** ***, VP, Reg Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@dhpace.com
I have personally spoken with Mr***, and we have sent technicians to his residence to evaluate the function of his door
Further review of the history of this site suggests that we have recommended replacement of this door in the past and made some attempts at short-term solutions to the noise level of the equipmentAt this point, I would like to get this resolved as well
The circumstances of the door, and the space that it has to function in, is unique There are not as many options as most situationsWe will always provide the best solution that is available at the time that the need arises In order to resolve this issue completely, it will be necessary to replace this door I am more than willing to negotiate a fair solution to this complaint
The full set of circumstances are not outlined clearly, and I believe it will take more communication between Mr*** and myself to resolve this fully I have made an attempt at contacting him, and left a message that included my cell number I look forward to discussing this matter further and coming to a reasonable resolution
*** ***
Initial Consumer Rebuttal /* (3000, 13, 2016/01/21) */
I have collaborated with *** *** with satisfactory results in which Mr*** has greatly assisted in the resolution of my concernsI appreciate his efforts and Over Head Door for the resolution

Recently I had a new opener installed for my new home. The technician was great, explaining the different openers available and recommending one but let me make the final decision. He wasn't out to just sale the highest priced. He arrived on time and left a clean work area. I had a couple other service people on site so he was cognizant of my availability and waited so he could explain the operation and how to change codes.

I would definitely recommend this company!

We did not perform this service.  This has also been confirmed with the customer.

Requested a bid for garage door "repairs", NOT a "new" door.......company failed to mention there is a $79.50 service call fee just for coming out to our home!!!!! The company also failed to mention to the person who came out, that the bid was for "repairs", NOT a new door......gee what a surprise.
The employee that came to our home tried to collect it, needless to say I refused to pay the extortion and told him had I known there was a fee, I NEVER would have had him come to our home!!!!!!!
Sneaky, dirty, underhanded "fraud" attempt by this nefarious company.....they'll certainy NEVER EVER get our business!!!!!!!!
[redacted]!!!!!!!!!!!!

Initial Business Response /* (1000, 7, 2015/01/13) */
Contact Name and Title: [redacted] VP Operations
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dhpace.com
After missing service opportunities with the customer our technician went out 12/31 for a second to replace the motor,...

the technician contacted the manufacturer [redacted] while onsite and at that point we finally got the situation under control. The technician diagnosed the actual part needed with [redacted] and completed the repair 1/7. There is no excuse for our lack of follow up with the customer prior to the 12/31 visit and we apologized to the customer. While onsite 1/7 the technician not only replaced the motor in question at no charge he also performed additional work on another operator that needed attention. Since the time of the issue we have been apologetic and attentive to the customers needs, we did not charge for the motor replacement and are sometimes put between a rock and hard place with the suppliers that we use. We put every effort to make the warranty process for our custom an easy and quick turn around to getting the garage door working again.