Overhead Door

From what I understand, this business is under new ownership. The new owner’s name is Jeff, I believe. Nice fellow.
Anyway, I called them to service the garage door opener that was in my house when I bought it. They sent a guy over, who «tried» to fix it, and for whatever reason, did or could not. So then he offered to sell me a «refurbished» unit instead of a new one at a discounted rate, with a one year warranty. I appreciate saving a few bucks, so I went for it.
Skip ahead to two months later, and the unit won’t work. The door opens but refuses to close. I call the guy that put it in to make good on that one year warranty, and his phone isn’t working. I called, texted, and couldn’t get in touch with him. Peeved, I called the company back and tried to track down the guy. He had been fired, apparently, and he’d been up to no good with other customers. Yikes.
So, now I’m stuck with a machine that I don’t know where it actually came from, it’s broken, and I’ve already spent $$ to try and resolve the problem, and not really up for buying another new one. The following is why these folks get a 5 star rating from me.
I called, and ended up speaking to someone in the Leominster office, and gave them all the history. I wasn’t sure what, if anything, they could or would do, but I didn’t know what else to try, so I talked to them and told them what happened.
Someone called me later from the Worcester location called me and told me that they were going to take care of me, and send a tech out to my house and to fix the machine (which was probably stolen from them). Honestly — who does that!!! Like nobody! I really appreciated that they cared THAT much about their relationship with me to go the extra five miles.
Skip ahead, skip ahead — the machine is fixed, and a very wrong was turned into a very right.
I’ll happily refer and do business with them for years to come. This was exemplary treatment, in a situation that wasn’t that great for them, and where they didn’t HAVE to do anything for me. Thumbs way up.

I have not used Overhead Door because I was so turned off by the very rude man who answered the phone when I was transferred to the service department. He acted as if he did not want my business and was so nasty. I manage an apartment community so this company had the potential to make a great business relationship with me as I will inevitably need more work in the future. I ended the phone call without even setting something up because the person on the phone was such a turn off for the company. I would recommend having someone else answer you phone if you want to get business.

Need 2 ratings: 1 for the service call & 1 for the actual on-​site service
Service call: minus 5
On-​site service: plus 5
Some gruff irritable guy took my call (who I will call, irritable bowel syndrome Bob) & we agreed to Thu, between 9−11AM and I would get a call when the serviceman was on his way. I think, that’s a good customer oriented touch. A phone call prior to his arrival. The phone transaction was a bit rough, because he came across short, rude, and impatient to listen.
It’s Wed afternoon & someone from the main office said the serviceman left my house because no one was home. I was home & never heard the door.
I call the office & was forced to talk to this same gruff irritable bowel syndrome Bob. When I said the appointment was Thu & I was supposed to get a heads up call, he had the gall to try to turn this misunderstood appointment back onto me. In other words, it would be my loss if I didn’t take this Wed appointment while raising his voice at me.
One: Irritable bowel Bob isn’t good at his job because he got 2 different days & time frames mixed up.
Two: Irritable bowel Bob guy has no interpersonal communication skills from taking a work order to following up and foremost listening to completion without being interrupted.
Exceptions can be made if Irritable Bob was an affable orate Bob. Bottom line, he belongs off the phone & away from public access. He fails on competency & public appeal!
The service guy was exceptional. He explained & showed me where to spray the silicone to reduce the noise level & keep the door in motion. He was exceptionally friendly, trustworthy & fun to talk with.
20 mins of service = .50 hrs of labor at $ 75
Posted to FB & they requested a private message. Sent them a private FB message but they NEVER replied.