ComplaintsforNewark Overhead Door Company

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to get a broken garage opener spring replaced. I asked for an estimate. The person from Neark Overhead asked if the door had one spring or two. I said two He left the phone and came back and said it would cost about $140.00 I ordered the work and it was done to my satisfation. However the invoice was $303.92 ,not $140.00 which we paid.. I called the office and spoke to someone that said the person that gave the quote was not qualified to give quotes. Im not sure the $303 is unfair. Its just not what I was quoted and made a buying decission on.

  Business response

  09/24/2024

  Mr. *****. 

  You called and asked the cost of a spring. You were told the spring cost would be $4.50 per inch of length. The person on the line was qualified to do the pricing estimate of the spring itself. You did not mention what would be the cost for labor to change the spring. 

  When you called to ask the cost of the spring you were told the cost of the spring itself. 

  We have customers who only ask for the spring price and then come pick up the spring.

  You did not ask if that was with labor included.

  After telling you the cost of the spring itself you said to go ahead and set up an service appointment to change the broken spring system. You did not ask if that included labor, or you would have been told the labor cost also...

  You were treated very fair on pricing. I even explained this to you over the phone the day the work was done. You acted like you understood the miscommunication & I thought the "problem" was resolved. 

  Then the very next day at 5:30 AM I get an e-mail from the BBB? Try a different door company next time you have any door problems. 

  You will find you were treated more than fairly by our company. 

   

   

   

   

   

  Customer response

  09/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22097079
  
  I am rejecting this response because: I asked the person I spoke to about the cost of the repair not the cost of the spring.  Logically, why would I call and ask for them to come repair the problem and only ask for a cost of a portion of the repair. I have learned from others that this business has a reputation of communications problems and their response was expected.  When I call to complain to the business  about the problem, the person to whom I spoke said that the person that took the origianal order was new and did not understand what I was asking, which is probably true. While the repair itself was satisfactory, the response and attitude of management was not. Newark and ********* are small communities and I will encourage my friends to avoid these people.
  
  Regards,
  
  **** *****

  Customer response

  09/27/2024

  This was a verbal estimate, so there is no written information.  The business admits that a lower number was given, but they claim it was for the spring only, which makes no sense. I asked for them to come out and replace the spring.  Why would they give me the price of the parts only, not the whole price. When I called the company before I contacted the BBB I felt the person to whom I spoke was instant that I should have no reason to expect a solution not even and explanation and an apology.  Which I think, had it been given nicely, I might have excepted. 

*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. ↩