I hired Garage Door Guru to install a new garage door opener, and I want to be clear that my experience with the technicians and the product itself was very positive. The technicians who came out were great--professional, knowledgeable, and did a good job. I also really like the opener that was installed.
Unfortunately, my experience with the owner was very different.
When I initially called, I felt that the owner was somewhat dismissive. For example, when I asked whether the estimate was free, his response was essentially, "Yes, yes, yes, the estimate is free," which came across as impatient rather than helpful.
My biggest concern came after the work was completed. I contacted the company because I needed a detailed invoice/documentation of the work performed to provide to a previous garage door company in an attempt to resolve a dispute and recover money I had already paid them. The owner gave me his opinion about the situation and told me he was not willing to provide the documentation I was requesting. He also told me that the previous company "doesn't care about me" and that I was "fighting a losing battle."
I understand that a company is not obligated to get involved in another company's dispute. However, I was simply asking for documentation of the work Garage Door Guru had performed so I could advocate for myself as a customer. I was disappointed that there wasn't more willingness to assist with something that seemed like a reasonable request.
My low rating is not a reflection of the technicians or the garage door opener. Both were great. It is based primarily on my interaction with the owner and the way I felt I was treated after I had already spent $1,275 with the company.
As a customer, I believe good service should continue after the payment is made. I would have appreciated feeling that my business was valued and that the company was willing to provide reasonable documentation to support the work they had performed. read more
