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. 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 spoke 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.