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Complaint Details
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Initial Complaint
08/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have lifetime warranty on motor for the door opener as long i am the original owner of the home that Overhead Door Vancouver company (Ph ************) installed several years ago.Today 5-Jan-2024 a technician - **** - visited.When **** arrived he said the operator should be replaced. I asked him what exactly was broken and to open the faulty operator to show me the problem part. He says - he is paid by hour and can not open the faulty unit (there were screws). Hi DIDN'T pay attention for the lifetime warranty for my *************** since he didn't show me what is broken to apply the lifetime warranty for the motor.Overhead Door have sent me estimate for $895 + GST for my garage door opener that was installed BY THEM (I have all papers) with the LIFETIME WARRANTY on the motor!Also, I took a half-day off from my work to meet a technician in garage. They didn't change the faulty unit and I'd like they compensate for my loss of half-day work.SUMMARY - I'd like Overhead Door Vancouver 1. Change the faulty motor of the door opener (on lifetime warranty), and 2. Compensate for my loss of half-day work - $480.Customer response
10/01/2024
A new version following.
I have lifetime warranty issued by the Overhead Door Vancouver company on the motor for the door opener Phyton2 Model OCG800ML originally installed by Overhead Door Vancouver company (Ph ************) several years ago. Today 5-Jan-2024 a technician - **** - visited to service the opener. When **** arrived he said the opener should be replaced. I asked him what exactly was broken and asked him to open the faulty opener to show me the problem part. He said - he is paid by hour and can not open the faulty unit (there were screws). He DIDN'T pay attention for the lifetime warranty for my *************** since he didn't show me what is broken to apply the lifetime warranty for the motor. Overhead Door have sent me estimate for $895 + GST for my garage door opener that was installed and warranted BY THEM (I have all papers) with the LIFETIME WARRANTY on the motor! They didn't change the faulty unit and I'd like they (1) Repair or replace the faulty unit under the lifetime warranty issued by the same company when originally installed; and (2) apologize for not fulfilling their warranty obligation without pressure via BBB.
Business response
10/01/2024
First, I mention that the warranty on the motor for the Python operator is offered from Overhead **************** (the manufacturer of the operator) not from Overhead ******* of Vancouver. We are a locally owned distributor of Overhead ****************'s products, not the manufacturer. The complainant is free to seek warranty compensation or a new motor from the manufacturer.
When ************** attended on-site, he determined that the problem did not lie with the ****** but rather the operator failed elsewhere. The manufacturer's warranty would most likely not apply, as the problem appeared to not lie within the motor.
The complainant asked ************** to disassemble the operator. The technician made a determination that it would both be potentially unsafe to disassemble the operator, and further would leave the company in a situation of liability, since he was not sure he could reassemble it completely. (It is a very old motor, likely past the life expectancy for the complete assembly.)
At that point, the complainant began asking probing and inappropriate questions of **************, including where he worked previous to working for us. When ************** declined to answer, the complainant asked if he worked for the *** or ***. This made ************** uncomfortable, and he chose to end the interaction.
Finally, we made no offer to compensate for the complainant's time in ensuring ************** had access to his door.
Initial Complaint
28/02/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
My garage door opener stopped working. I called Overhead Head Door Co. (the manufacturer) The technician Ivan, came and within five minutes concluded that it could not be fixed, and recommended a new opener. He said "you can't get parts for this any more". The next day, I received a quote from OHD Co for a new opener - almost $1,000. I was suspicious, thinking that their priority was not repairing my existing opener but in selling me a new unit (with my existing unit going into the landfill). I called in ***** ***** ** *** *******. The technician was brilliant: he quickly diagnosed the problem, went to his truck, came back with the required part (the receiver), and had the door opening within 15 minutes. He obviously had no difficulty getting the part. I then went on to ******, and found that the required part was widely available. To repeat, this is the part that Ivan said was impossible to get! The OHD Company took my credit card details when I requested the service call, and charged me $155.40. The OHD Company ****** *** telling me the part was impossible to get. Thhis was clearly false. I have requested the OHD Company to credit my credit card with the amount of the invoice. * ****** *** *** ******* ******** *** ***** *** * *** **** *** *** ****** **** ******* *** **** ** **** *** ******Business response
28/02/2023
Hi ******,
I wish I could provide a satisfactory reason for Ivan making this recommendation, but I can't. I completely believe every word you say in your complaint. I'm very sorry we didn't offer you better service.
Please note that we have had a very difficult time finding good residential service technicians, and at this point, we have stopped offering residential service altogether.
I see in your file that we have already processed a full refund. Please let me know if you don't see it in the next few days.
Jason L****
President
****************Customer response
28/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.