Door Doctor-Southern Illinois

I received very poor customer service. I was accused by the manager of losing or misplacing a controller I never received at the time of my initial service less than a year ago . The technician claimed he gave it to me but he did not. It would have been in the same drawer with the garage openers I received at the time along with the instructions that he also claimed he gave me. Since I did not receive either, I would not have known I would ever need it. I didn't even know the part existed until the technician asked me about it when he came out on a warranty visit. Now that I do need it they are trying to place the blame on me for their oversight in not giving it to me. People make mistakes. You did. Just own it and make it right for the customer and stop making excuses. Instead the manger wanted me to call the manufacturing company and "bug them" as she stated and they might send me one. They obviously don't value all of their customers. (This post was removed by the business owner when it was posted originally on his google business site. It is my legitimate review. I have contacted Google and let them know the company is removing negative reviews.)

The first part of this story is about my poor experience with Lowe's installation service, which helps you understand why I am so happy with the Door Doctor of Southern Illinois. In mid-July I ordered a garage door from Lowe's and paid in full. The next step was for them to come out and measure to make sure they could do a proper installation. A few days after ordering we got a call saying that the garage door was ordered and they would be coming soon to install. After 2 weeks with no more contact, we called to find out what was taking so long. Seems they forgot to send the installer to do that first step of measuring. They said that we were now on an expedited schedule because of the delay. After three or four more days of nothing, I called back and finally got a guy to come and measure. The next week I got a call telling me that the installer needed to do some extra framing work that would cost an additional $100 (approx.) because our existing door was 7' 1" high, which is non standard. I went down and measured myself and sure enough, it was 7' 1". But I also noticed that opening that the door fit against was just shy of 7' high. In other words, the existing door stuck up an extra inch on the inside, meaning a standard 7' door should fit fine. I told them that I didn't think the extra trim work was needed. They said they would talk to the installer, who they seemed to have a lot of trouble getting ahold of. Eventually we decided that the installer needed to come and explain why the extra trim was needed. But after a few more days he never showed up. We were past a month after the initial order now. So I called them and said that I thought it was time for a refund and I would find someone else to do the door. We immediately called The Door Doctor of Southern Illinois, whom someone had recommended in the mean time, and in less than 24 hours they were out installing our new garage door for roughly the same price. And guess what? Just as I suspected, no additional framing was necessary. The Door Doctor was so quick that we had a brand new door installed before I could get over to Lowe's to process my refund. Even if Lowe's could have done what they said they could do, even if they had had someone out to measure the next day and the door installed the following day, it would have taken them twice as long. I have learned my lesson. I won't be going to Lowe's for any installation services, and I will be telling everyone about the Door Doctor. Thank you!

Called the office on Friday. Was not going to be home that day, so scheduled for Monday morning. Arrived on time. Fixed the garage door (cable, caster off shaft, lubricated parts). Was professional and job was completed and is working fine. Glad to know they are right down the street and would recommend them.

Called them 12/27/2013 to set up an appointment to have the work done today or tomorrow. They indicated that was fine and I agreed to let it be 'open' to an exact date and time because of my schedule. They called 12/30/2013 and said they were ready to come when I was ready and they caught me at a great time. They came right over and in just few hours they had all the work done. They had given a price for the opener installed and indicated that any other work would cost more. The tech looked it all over, tested the door for manual operation and told me what needed to be done to have it work right. He also provided an estimate for the total cost which included the opener, installation and all door work. The bill came to just a little less than the estimate, which always makes me happy! :) The job was done professionally and he cleaned up after himself and gave me some tips on programming and such. Great job, excellent price and the door has never opened/closed this well or this quietly!