Overhead Door Company of Rockford and Dekalb

It was done well. The ladies at the office was very friend. The guy that came out to do the work was very professional.

They have very poor customer service. First I want say we had a bad snow storm the night before. So I understand people running behind. I understand the company wanting to make sure the employees are safe. But I do not understand why they would call me to confirm the day before, knowing that the storm was coming and want to confirm the install? I told the lady that called I was available to have to install one one day before. I was told they would call me back. They called me at 9 am on Thursday. But NO ONE ever called me back. So I believed at that point they were going to be fine keeping the install date on Friday. Then they install people show up telling me the office told them they did not want to work done today. Why would they send an installer to tell me such a thing and not even take time to call me, the home owner. to me this company has VERY POOR communication skills. I wish I had not used them. I will call someone else to service my home if needed and would NOT recommend this company to anyone!

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The next day, since I expected someone from Overhead Door Company of Rockford & Dekalb to arrive between 8-8:30AM, I sat in my house and waited, waited and waited. No one called. No one arrived at my house. I finally gave up and left at 9:25 to go to work. I lost two hours of work for nothing. No one from Overhead Door Company of Rockford & Dekalb called me at any time that day. We had a specific agreement. Overhead Door Company of Rockford & Dekalb did not perform any part of that agreement which makes the agreement null and void. Therefore, I called another company and arranged to meet at 4PM the next day The next day at 9:06AM (25 hours after the agreed-upon time), someone called from Overhead Door Company of Rockford & Dekalb's main number (815-229-3667) and left a voicemail that started of with the statement "Hey - sorry 'bout yesterday" then went on to say he was sending someone to my house and they wouldn't charge me for a service call! At 10:16 (26 hours after the agreed-upon time), someone else called me from Overhead Door Company of Rockford & Dekalb and left another voicemail to say they were at my house and could anyone let them in. I had meetings throughout the day and - due to the complete lack professionalism they displayed the previous day - I did not feel compelled to return either call. When I arrived at home for my 4PM meeting with the 2nd Overhead Door Company, I FOUND THAT SOMEONE HAD OPENED MY GARAGE DOOR AND LEFT IT PROPPED OPEN WITH A CINDER BLOCK. THERE WAS SUFFICIENT ROOM FOR SOMEONE TO SLIDE UNDER THE DOOR AND GET INTO MY HOUSE. I HAVE TO CONCLUDE THAT THE REPRESENTATIVE FROM Overhead Door Company of Rockford & Dekalb THAT CALLED FROM MY HOUSE AT 10:16 ACTUALLY HAD THE ARROGANCE TO BREAK INTO MY HOUSE AND THEN LEAVE MY HOME OPEN TO ANYONE WHO HAPPENED TO COME ALONG FOR HOURS UNTIL I GOT HOME. Apparantly, the respresentatives at Overhead Door Company of Rockford & Dekalb live in crime-free neighborhoods. I don't. Luckily, the gentleman who agree to meet at my house at 4PM actually showed up and was on time - which I consider basic, professional behavior. He immediately saw that the garage door was propped open with a cinder block and was able to lift it slightly so that I could slide the cinder block out and close the door. To summarize: When I called Overhead Door Company of Rockford & Dekalb, I was very clear in describing what I needed done and why. We came to a very clear, un-ambiguous agreement as to the date and time the intial meeting would take place. These arrangement were all confirmed with a follow-up call from a second representative from Overhead Door Company of Rockford & Dekalb. I don't know how our agreement was translated into "if it's unconvenient to meet at the specific time we came to, then just don't - no need to call" because I know I never used those words. I also did not know what kind of company sends a person to someone's property 26 hours after they were expected. Both of these events are unquestionably annoying and unprofessional. The events that crossed the line and prompted me to write this review relate to the representative from Overhead Door Company of Rockford & Dekalb that: - arrived at my home 26 hours after the appointed time, - found the home locked up and no one home, - called the homeowner and got no reply, - DECIDED TO BREAK INTO THE HOUSE ANYWAY BY LIFTING UP THE GARAGE DOOR - AND THEN LEFT THE DOOR PROPPED OPEN FOR HOURS. Who treats a potential customer this way? Who treats private property this way? Who treats someone's home this way? I obviously do not recommend this company, I wish I had known what to expect when I looked for a company to replace my garage door - I certainly wouldn't have contacted Overhead Door Company of Rockford & Dekalb.

Roland came promptly, just a few hours after we made the telephone call. He was polite, introduced himself and was attentive to detail. We were very satisfied.

Poor customer service. The installer did not show on the original installation date. On the next date for installation, he was over an hour late (he overslept). Poor caulking job. He also dented the metal trim.

Poor customer service. The impression was they did not care about our time. Each time we called, it was as though we were bothering them. They talked down to my wife. That changed when I called them. Their installer missed the first appointment for the installation. Then he was over an hour late for the next appointment. It was as though he was reluctant to apologize. Poor caulking job. The installer also dented the aluminum trim around the exterior garage door frame. I will never consider using this business again and I will go out of my way to tell everyone how bad of an experience I had. Final grade: D-.