Brief overview of our experience; unorganized and potentially unsafe installers.
We initiated a quote with the Door Company through Costco services and found that the price was comparable to other local companies. We went with Costco services as they were offering a 10% Costco cash back card as an incentive.
The initial site visit went well and install was scheduled for 8-10 weeks later due to their work volumes and the time required to obtain the necessary parts. When we were later contacted to schedule an installation date, we chose a date 4 weeks later due to some scheduling conflicts on our end. At this point we were overall still happy with the service. The install, however, did not go as well.
The installer arrived an hour late and just over 2 hours into the job he advised that he did not have all of the parts to complete the installation and would need to schedule another day to come back. We never received a good explanation from the company to explain why after 10-12 weeks the parts were not on hand, nor why they would have scheduled the install knowing they wouldn’t have the required materials to complete the job on that date.
On the second visit a different installer was sent, he was 2 hours late but was very apologetic. After reviewing the job called us into the garage. He seemed rather frustrated and explained that unfortunately he wasn’t going to be able to complete the install. He showed us how the original installer had made some unsafe shortcuts including using old parts from the previous doors and there was bracing missing. He did not have the parts on hand to correct this as it was not identified on his work order so he would have to reschedule a 3rd visit.
On follow up with the sales person he didn’t have much of a response and stated that without knowing the details he would have to defend the original installer as he was the ‘more experienced’ of the two. This concerned us for two reasons. The initial installer said he had the job prepped and ‘ready to go’ for the second visit which was supposed to be a simple install. However the job was prepped and lined up to be installed using improper secure bracing. At the very best if the first installer, the more “experienced installer”, wanted the job done right then he setup the second installer up for failure by not advising him of the parts and work he would need to finish the job resulting in a required 3rd visit. At the worst case the first installer was just expecting the second installer to complete the job in an unsafe manner. So in the best case the company is unorganized, worst case is they have installers that shortcut installs with potentially unsafe results.
Although the quality of the garage doors themselves seem good, our experience with this company left a sour taste in our mouth. The sales guy was unapologetic for our experience, offered no good explanation as to why it required multiple visits to complete the job, and gave some weak excuses to explain the overall poor job.
Very disappointed in this service. We also issued a compliant to Costco services but never had any follow up. This was a bad first experience with Costco services and likely would not use them again for providing sub-contractors.
