Do NOT use this service. I never leave reviews on Yelp but this experience prompted me to. I called BWI out to get an estimate for a repair on a rolling garage door. When the technician showed up and examined the door, he told me there was a broken spring that likely needed to be replaced. Then he decided he should open the control box to see if the problem was actually stemming from there. After looking at the control box, the technician called me back and said, "good news, the problem was just that the presets in the control box were off. I reset them and now the door is working. And that will be $500." The job had taken about 1 hour. I politely told him that while I appreciated him fixing the problem, I never even received an estimate for the price, and never even had a chance to accept any quote. I told him I was not going to pay $500 but that I was willing to pay something more reasonable, perhaps in the range of $200-300. He said he would call his office and get back to me later that evening, or have the office call me themselves.
I didn't receive a call back from either of them before they texted me an invoice with a link to make an online payment of $412. At this point, I called the office and spoke with a woman named Adina. I explained the situation and she agreed that the technician should not have completed any work without first providing me an estimate, and that the mistake was on their end. We eventually agreed that I would pay $200. Adina also informed me there would be a 3 month warranty on the work. I received another text invoice for this amount, and shortly afterward, Adina called me and said that the company did not accept online payments (despite the link they sent me) and that I needed to make a payment over the phone. I told her I was not comfortable making the payment on the phone because I wanted to be able to see what I was paying (due to the initial dispute). She forcefully tried multiple times to get me to pay over the phone, and then eventually mentioned that they could send someone out to pick up a check from me. Later, I received a call from the technician and we arranged for him to come pick up the check the following Monday.
That Monday, I went to get my car out of the garage, and the garage door failed once again. I spoke with the technician shortly thereafter and informed him of the issue, and we agreed that he would come pick up the $200 check and follow up on the garage door, per the warranty. The technician called me back later in the day (after he was supposed to come earlier) and I told him I was out running an errand but would be home within 1-2 hours. He said he would come by the following morning instead. I asked him to give me a call when he was on his way and he agreed.
The following morning, I never received a call or visit. I called the technician around 2:30pm to check on things. He told me he'd blown a tire on his truck and was stuck on the side of the road, and he told me to call the office. I called the office and spoke with Adina again. This is where things became truly egregious. Adina insisted that because I had not yet paid the initial invoice (I was waiting for the technician to come get the check!), the company would NOT conduct ANY follow up service per the terms of the warranty. I explained to her that I had a check in hand, waiting for her technician to come get it, and he had not shown up. She did not care, took no responsibility for the situation, and abruptly hung up on me.
Long story short, this is NOT a good service provider. It's a sloppy company that does not have organized processes (apparently including no online payment option despite sending links for online payment), and Adina is as bad a customer service rep as I've ever dealt with. There are plenty of other companies that do these repairs--I highly suggest choosing one of them rather than BWI Garage Doors. read more
