Overhead Door Company of Winchester Complaint - Faulty installation by Overhead Door Company

Review by bsher10705641 on 2011-03-27
In August 2010, a $1,000+ garage door was installed by Overhead Door Company of Winchester, VA. By November it had sagged in the middle to the point that the metal brace and actual metal of the door is bent.

In December 2010 we addressed the problem with the "General Manager" of
Overhead Door Company of Winchester). When I initially contacted her by phone to explain we had a problem, it was clear that she had no intention of assessing the complaint with an open mind. For example, she immediately asked if the door had hit anything and I replied “no”
(believing that to be the case.) She responded “M-huh” in a sarcastic, knowing tone. She asked if we had experienced strong winds and I told her (countering her sarcasm) that we had the same winds anyone else in the county had which I assume did not result in everyone’s doors being damaged. She sarcastically replied that “in fact, we have had a lot of wind damage calls.” She said she would send someone out. When I hung up, I knew not to expect that customer service was a component of Winchester’s Overhead Door Company.

"Tim" that came out was very courteous. At that point, I had learned from my husband that the door had at one time closed on the bumper of his stationary pickup and we shared this information with Tim. Tim merely said perhaps the door needed more reinforcement and that he would talk with the General Manager who would likely work with us. I told him that it was not my impression that she would, based on her earlier attitude.

Many days later, Jessica called and said they would replace the top section of the door for a bargain $350. I was not interested in paying more for a $1,000 door that we had for 4-5 months. I contacted Overhead Door Corporation's corporate office in Texas. Mr. Sendar there explained that Overhead Door Company of Winchester was an independently owned and operated distributor, over which the corporate office had no authority concerning repair of the door. He said he would call the distributor in Winchester and urge them to work something out for everyone's benefit. He called back confirming he had spoken with them and I should hear from them. I never did.

The Corporate office sent a CYA letter to the BBB supporting the Winchester distributor's position that the door was damaged when it closed on the truck bumper, that office of course never having examined the door. In my 63 years of owning many garage doors, I maintain that the door should have made contact with the bumper and gone back up and that the damage was due to improper installation/adjustment. To avoid harm to my 2 year grandson, my 72 year old husband is attempting repair with the help of a more reputable and professional company. That company agreed the door should have gone back up without damage to anything
Comments:2 Replies - Latest reply on 2011-03-27
Posted by T on 2011-03-27:
I think it was perfectly reasonable for the person on to phone to ask the questions that they did. Metal garage doors do not under normal circumstance bend by themselves. At that price, this door doesn't sound extraordinarily wide. Examples of external forces are definitely impact and wind damage.

As to the tone that was used, I wasn't there but sarcasm shouldn't have been in the conversation. I think she doubted the door got bent by itelf, and it turns out it likely did not. Didn't your husband get out and inspect the door after it hit the car?

It is implied that you have a door opener, and that it wasn't adjusted properly. Was that opener new with the door, or preexisting? They may maintain it isn't their responsibility to adjust the sensitivity, and that it is the homeowner's.

I bent a new door that was installed on one of my buildings a few years ago. But I hit it, and realized immediately I had bent it. So I bent it back. Good luck with your DIY.
Posted by getoverit on 2011-03-27:
Some years ago, we had similar issues with a garage door and opener that were installed by the builders of our house. They finally took care of it but it was a real learning experience.

I would say you're correct in that, when the door closes and it meets an obstruction, it should automatically go back up. But if it doesn't, it would likely be because the opener (as trmn8r points out) is out of adjustment.

What we experienced was that the opener was so far out of whack that it actually damaged the door.

In your case, I would be confused as to why the door would sag. When it closed on the truck, you'd think it would make the door buckle where it came in contact with the truck's bumper.

So, are there really two problems here?

You didn't say whether Overhead installed the opener. You also didn't say anything about a warranty. The problem cropped up within four months of installation, which one would think is well within the warranty period. But the door warranty likely covers actual defects, not something caused by the opener or by weather.

If Overhead did not install the opener - or agree to adjust the opener to suit their door, then I would say that their offer to replace a panel for $350 is fair and equitable. Otherwise, they really need to do better than that.

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