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 Jessica Webber (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. When I hung up, I knew not to expect that customer service was a component of the 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. We also pointed out that the brace supporting the door was flimsy. 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. Mr. Sendar of ODC's corporate office encouraged the local company to work with us, but we heard nothing further. We had another company repair the door; that company agreed that a properly installed door would have hit the truck bumper and gone back up.
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