The garage doors were ordered at the beginning of July. At the time I was told it could take up to 8 weeks for installation. After 12 weeks there was no contact from The Door Company. I finally called in October, and miraculously they were just about to call me. Installation was scheduled for the following Monday. The installer was to arrive at 7:30 or 8am. At 9am with no word, I called and was told he was delayed. Once the installer arrived he realized that he had no ladder and asked to borrow one. This oversight resolved he worked diligently and professionally to remove and install the garage doors. As he was alone and had some difficulty performing all of the tasks, I assisted when requested. During the course of the installation process the door trim had to be installed, removed and installed more than once. Unfortunately, this resulted in a less than appealing result, with bent nails hammered sideways and flat onto the trim. The installation lasted into the evening and by 8pm the work was ended for the day. The installation was not complete. The door openers were not installed yet. Indicating he would return later in the week I waited for a call to arrange the completion of the work. The call never came. I called and the completion of the work and remediation of the problems with the trim was scheduled for Saturday. When the installer arrived on Saturday he did not bring the replacement trim. In the course of installing the garage door opener on the first door the installer dropped his tools damaging the door. Accidents happen. I accepted that accidents happen and understood from the installer that the damaged door section would be replaced. During the installation of the garage door opener extension on the second door the installer disconnected the garage door opener when the door was in the open position. He installed the extension and connected the opener to the door in the closed position. As soon as he tried to operate the opener, the opener tried to close on the already closed door. The door was bent, the door opener shaft was bent. While trying to figure out what was happening the installer chose to remove the safety bolt from the front of the shaft and operate the opener again. This bent the door more and broke the belt wheel at the front of the shaft. The installer promised that this door section, the opener shaft and the broken wheel would be fixed.
Now, over a week later the company has not contacted me to discuss the problems with the installation or plan remediation. My expectation following such a fiasco would be that the manger would have contacted me within days if not hours of the problems to discuss the issues and provide me reassurance that they would be addressed. If not the manager at least someone that would plan the corrective actions.
Had the company responded in a professional manner and addressed the installation problems, this review would never have been written. If at any point in the relationship the company acted to provide some form of customer service, particularly after the installation fiasco I would have been satisfied. Accidents happen. Problems on a job arise. How a company responds to those challenges is what is important. The Door Company fails.
I do have some hope, I purchased the doors through Costco Installation Services. Costco will intervene on my behalf if the company can’t get it’s act together.
I would recommend that you DO NOT USE THIS COMPANY. If you must use this company, only do so via a partner like Costco so that you are protected by a more powerful organization.