Recently, I helped my elderly mother replace the garage door at her home. Unfortunately, the…read moreprocurement process was marked by repeated communication issues, missed callbacks, lost follow-ups, and general lack of coordination. Most of the issues occurred during the procurement phase, but on the day of installation one final communication failure erased my remaining confidence in their operation, resulting in an installation day that will not soon be forgotten.
Because I was working during the installation, I planned to stop by afterward to inspect the work. On the morning of the installation a scheduling issue arose which, combined with the earlier procurement problems, eroded my remaining confidence in this installer. As a result, I asked my mother not to make the final payment until I could personally inspect the work later that afternoon.
Shortly after installation finished, I received an angry call from the owner about the apparent delay in payment, ironically one of the few prompt calls I received during the two-month process. He seemed unaware of the series of issues that had led to my hesitation. While his tone softened somewhat once I explained the situation, he still insisted on immediate payment rather than waiting a few hours until the end of my workday.
One statement stood out among the rest: "If I had known there were issues, I would have scheduled this completely differently." To me, this suggested that this contractor only adjusts their level of care after problems have already occurred, rather than proactively ensuring a smooth experience from the start.
As a compromise, I asked them to send photos of the completed installation and we would pay immediately. The photos revealed a very obvious installation issue, confirming my hesitation to pay without inspection. After I pointed it out, the installer promptly called to say they were returning to correct it. At that point, with tensions rising and rework underway, I left work early to inspect the installation myself so I could complete payment and avoid escalating the situation further.
In the end, we are happy with the finished door, though the process to get there was much shakier than expected. To Jim O'Connor's credit, he did call afterward to sincerely apologize and offer to make things right. Perhaps this was a one-off experience with an otherwise solid company. That said, based on this experience, I will likely consider other garage door companies the next time we need service. This caution is also reinforced by some questionable payment demands described by other customers in these reviews.
Note: A week after writing my initial review, and after reflecting further on the timeline of events, I decided to lower my overall score and revise the review to reflect the experience more accurately. Initially I attempted to temper my comments to offset the frustration of the moment, but with time it has only become clearer to me that this installer has operational issues that many customers would be wise to avoid.
