OVERHEAD DOOR CO OF RALEIGH

Poor quality installation. Windows were defective. Garage door were dented. Water intrusion due to poor trim. Customer service lacking.

Buyer beware - OHDC of Raleigh willingly sends defective parts, and the home owner has to catch the quality issues. We built in Wexford Reserve. We had several significant quality challenges with OHDC of Raleigh: 1. Wrong garage door ordered, and installed anyway - despite writing exactly what we wanted and included a pic in email.  2.  Defective doors: Both doors had multiple concave areas. We were told by OHDC it was a manufacturer issue and a lot of customers “don’t mind it“. We’re including pictures because it wasn’t just one panel. We are at a loss to know how a professional installer can look at those garage doors and think they were acceptable. Additionally, these defective panels were a different color on the interior garage side.  When we asked why they were a different color - response was - “oh that’s just dirt, they were probably sitting in the warehouse for a while”. 3. Glass: Some of the glass was installed backwards, so the tinting was different. Again, not identified on installation or on later visits. We had to point it out. 4.  Seal: A broken seal, or some type of oil (what we were told) – could be seen between several panes of glass.  Again, it was explained to be a manufacture defect, but they were installed anyway. Again, no one checking for quality issues. 5. Door frame: The garage door opening was built too large, and installers had to use four seal trim pieces on one side, and two on the other side of both doors. However when these four pieces were cut, every single one of them was a different length, and none of them sealed with the concrete. One seal was more than an inch high off the concrete. As a result, large amounts of water flowed into our garage causing staining of the baseboard and sheet rock, damp odor, and possibly mold exposure within the wall. We have a video of water flowing into the garage. They never told us the initial deployment was a temporary fix that was supposed to be corrected later. This was never done until we caught it after heavy rains. Conclusion: We are extremely disappointed none of these problems were identified at time of installation. We had to find the problems, which meant multiple trips to our property to coordinate, as well as potential for damage long term. OHDC has employees that are incompetent, don’t care, and think customers are too stupid to catch defects. Pictures we've included tell the nightmare story. Buyer beware.

Travis and Jerry were GREAT!!! They were sharp, super-fast, and fantastically efficient. REAL PROS!!!

Good, on time, fixed the issue

The technician arrived within 2 hours of my call. He was professional and precise. We are very happy.

The completed work looked just like the pictures of the garage door we had chosen, along with the trim. There is a five-year warranty on the materials and we are pleased with the quality. Paul and the installers were responsive, knowledgeable, professional and friendly and left no evidence they were even here. We would recommend them to friends and family.

It went very well

Everything is fine

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installation went fine, but there were a few mistakes that had to be fixed regarding the wiring.

Our chief complaint is the opener and remotes.  We have had issues such as having to press keypad several times before door will respond.  The keypad itself is cheaply made and cover keeps falling off.  You have to press car remote several times in order to get it to work.

In 2015 the mother board had to be replaced.  They said it was probably from a power surge and suggested getting one for the opener.  They never suggested this when it was installed.  That repair cost $115 and it was only 2 years old.  Our house is 35 years one and our other openers never had these issues.

Today, the opener will not respond to any of the remotes or keypads, so here we go again.

Needless to say I am very disappointed with this opener.

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Ultimately, we are very happy with our new garage door.  It was not the cheapest door from several vendor quotes we received but we already had a new motor from this company and know their reputation is solid.  The door however, was installed without the decorative hardware and with the wrong window inserts and was left dirty after installation.  No mention was made by the salesman or the installers of these mistakes.  The hardware was installed shortly thereafter but the window inserts took a bit longer to get in.  The door started making a lot more noise after the first week but the installer came back and made adjustments when the correct window inserts were installed and has been quiet ever since.  It is a pretty door and we are happy with our decision to go with The Overhead Door Co of Raleigh.

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They did a good job.

When they originally installed the door a few years ago it took them 3 trips out to install it properly.   When the door broke I called them back because I wanted to give them another chance to get it right.  They came out and said we can't fix it under warranty because you didn't have it serviced every year.  I said how much is it to get it serviced?  The service manager Ronnie said it was 125$.   So I said in order for you to honor your work I have to pay you once a year 125$?  He said yup but I'll make an exception this time & only charge you 75$.. He was calling it giving me break.. The warranty should have been covered anyway imho.. So I paid the 75$ & the fixed the broken piece & then called themselves doing maintenance on the door & had to call them another 5 times to fix the constant issues from their MAINTENANCE work..  They never did get it fixed properly & they stopped taking my calls because they didn't know how to fix the issue..  I was also surprised that a company I thought was Nation wide didn't track any of their customers maintenance work in a computer it was all( if it was actually documented) was in a file folder.. Every time I called I heard them ask for the folder for such & such customer.   Seriously??  The sad thing is I called the company who made the door motor & they were more help than the OverHead door company.. It's really sad that a company can operate like this & stay in business & people put up with this lack professionalism.. Good thing they gave me a break..

The service desk was extremely helpful when I called to set up an appointment.  They sent someone out in less than two days.  The repairman was outstanding.  He arrived on time, conducted himself professionally and did the job in blazing heat without a complaint or delay.  He also helped me set up one of my remotes without charge.  Excellent company and a pleasure to do business with.

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We had to call twice to get an initial callback. The residential lead came to the house and met with my husband, measured the door and said he would provide an estimate by email. After three weeks passed with no email estimate, my husband had to call twice to get the estimate sent. The technician admitted he had lost our paperwork and the measurements for the door, and asked my husband to remeasure the door to confirm. He did so and provided that information. The company asked to schedule the installation for the day after Christmas, which didn't work for us, so they were willing to reschedule on a date that worked for us. The installer arrived about an hour late and installed the door, motor and keypad within the time window provided to us. The installer finished and told my husband he was done, and asked for payment. We asked him to show us how the wireless keypad worked, and it turned out that he couldn't set the code correctly. After several attempts, he was able to set the code. Then we asked him to change the code but he couldn't get the keypad to work. We told him we would not accept the keypad and he removed it, after telling us that their branded keypads had had problems in the past. He took the cost of the keypad off the invoice and we paid him. Later that day, we realized that the garage door wasn't going all the way down and there was daylight between the panels. We called the company and were directed to call the residential lead, which we did (left a voice mail, and also mentioned the problem with the keypad). Without any call back, the same technician arrived at our house at 5 p.m. that afternoon to adjust the door. Good thing we were home. He adjusted the door and left after about 30 minutes. The next day my husband got a voice mail saying that the company wanted to schedule a time to install a new wireless keypad, and suggested 1/2/14. We did not call them back to confirm since we were looking at other options, but the technician showed up on our doorstep on that day and called my husband to ask why he wasn't there. He left work to try to get this finished, but the new wireless keypad still did not work. My husband talked with the office about generally when it would be best to schedule a third visit (time of day, but no day in particular). Then, again, a technician showed up at our house without warning or confirmation and called my husband to complain that no one was home. Again my husband left work to come to the house. At least this time the keypad was installed correctly and is working. 

Called to have a spring replaced but found out that the spring was fine and that a support was broken. The tech replaced a portion of the structure and did a general tune up. He did a nice job.

The guys at Overhead Door were prompt, professional, and very courteous. Ronnie kept us informed of all details and when he said a crew would arrive, they did. I would use them again.

They did an awesome job!  It was a great price with great work done!