Complaints

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.

• Initial Complaint

  Date:04/03/2023

  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.

   I am rejecting this response because:
  
  
  I was never told the charge for the visit until AFTER the job was completed.  The receptionist did not state the charge at the time of my initial call.  The technician did a little work after reengaging the door and SAT in my driveway most of the 20 minutes they claim he worked.  I was an old customer and should be shown some fairness in this dispute 

  

  Business Response

  Date: 04/14/2023

  Tell us why here...

  April, 14th,
  2023
  
  Good morning,
  
  Thank you for bringing this to our attention and giving us
  the opportunity to respond.
  This customer had called into our office and requested
  service.  He was given our service rates
  and agreed to schedule the service call.  Upon arrival to the residence, the customer again asked the technician
  how much this would cost him and allowed the technician to complete the
  service. 
  
  Upon arrival to the home the service technician found that
  the emergency release was disengaged from the operator rail.  As with all of our service calls, no matter
  the difficulty or ease of the repair, the technician went over the entire door
  to ensure that the door will function safely.  The technician tightened all of the hinges on the door as well as adjusted
  the spring tension to properly balance the door.  The door was lubricated and tested manually,
  then re-engaged to the operator and tested electrically.  The technician was actually on site for 20
  minutes (as verified by GPS), and only charged for our minimum of 15 minutes
  labor.

  
  Our minimum service fee for a residential service call is
  $162.00 and is what the customer was charged.
  
  Thank you,
  *** *****
  General Manager
  Overhead Door Company of *****