Highland Door Co

It went very well

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Great!

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Clark installed a new system that raises the door, told me to keep the old wooden door because they don't make them this way any more (That saved a lot of money) and insulated the opening which before had big gaps that allowed all kinds of critters to come in. Everything works perfectly now!

Everything went very well! I chose him because of his response to an F that he had received on Angie's List. He was very responsive, professional. He was really wonderful to deal with and there were no major problems at all. The only (minor) complaint that we have is that when he gave the estimate he did not provide any drawings for the door selection.

Night before last, my garage door wouldn't close completely. The motor hummed, but the chain didn't move. After extensive online research I had determined that the gears were shot, and possibly the garage door opener motor. I priced replacement garage door openers, and I called Highland to find out their price for installation of a new garage door opener. Clark, the owner, said that it sounded like the gear assembly just needed replacing. He performs this repair frequently during and after the winter cold takes a toll on these plastic parts. Even though my garage door opener was a Craftsman model c.1990, the part is the same, and I had no need to replace the garage door opener itself. HOORAY! He came the next morning promptly on time, and the new gear parts were installed in about 30 min. He also adjusted the force, emergency stop, and door closure settings, and lubricated the small wheels in the track the door glides in. Boy, is my garage door quieter! Clark also checked the chain lubrication, but it was fine. Clark relieved my concerns that my 1/2 hp motor was appropriate for the metal garage door (not aluminum, which is lighter). I had read that a wood door is even heavier, and would require a heavier duty garage door opener than mine. My garage door problem was simply that the 11.5 year old gear assembly that had been replaced once before, had finally given out. Clark said the normal lifespan of these plastic parts is about 10 years. My choice was to replace a worn part rather than to install a new garage door opener. The price was right, and the service was excellent by Highland Door Company. My final bill received a $20 Angie's List discount.

Excellent, The repairman showed up promptly, was very courteous, professional and efficient in his repair of the Garage Door Opener. The Garage Door Opener has performed flawlessly since.

Clark arrived for service appointment on time and replaced stripped gears on opener. I had asked that he do this and make any other necessary adjustments to restore door to good operation. I was not at the house during the actual work. Clark called me after he finished his job and told me he did not feel comfortable that the repair would hold due to the weight of the door. I asked if he'd made other adjustments and understood his answer to be that he'd replaced gears in the opener only. We agreed I'd call him back if the repair didn't hold and Clark was paid $130. A few days later, the door was malfunctioning again. I called Clark and he agreed to re-visit the house to repair. Clark failed to show up for this appointment. I called him and, as previously, listened to mostly irrelevant defensive statements about why the the door wouldn't function correctly. He stated he didn't want to take responsibility for this door. I reminded him that he presents himself as a garage door repairman, that he accepted my job, collected $130 and he is therefore responsible in my view. I informed Clark that I do leave feedback on Angies and that I would give him time to re-consider his position before I did so. Regretably, he became all the more agitated with this and just kept throwing out the same defenses, none of which helped me get my door fixed. It is true that this double car garage door is solid wood and quite heavy. However, these are not that uncommon and the door has functioned just fine prior to the present problem. I gave up on Clark, accepted I'd wasted $130 and another repairman was brought in. This person indicated that the chain had not been adjusted after replacing the gears and this resulted in the failure of the door to operate correctly. This chain adjustment was made, travel time also adjusted and door functions correctly. In contrast to Highland, this repair was straightforward, effective and without all the drama. Clark had the opportunity to redress this situation but he chose to hold to a position that displays remarkably poor customer service and, based on his work on this job, incompetence. I see very positive feedback experiences from others and this is why I called him. I've presented this account as accurately as I can and hope it will benefit both consumers and Clark as he develops his business. Member update Feb. 27, 2010: Again, I was exceptionally careful to make sure I represented the events accurately, in great part hoping this would bring Clark around. Regretably, he's just dug in his heels more deeply. If his position had merit, there would be no need to say things that aren't true. I'm posting this update to rebut his misrepresentations. 1. Clark did not present a spring replacement proposal and price to me and I didn't make any statement like "I don't want to hear it." He made up this story. If he genuinely "reluctantly" left the door in it's condition, it was likely his conscience telling him it was wrong to collect a $130 fee for a faulty repair. Note again that the second repairman adjusted the chain and travel time and this effected the repair. If Clark wants to rid himself of confusion, it's best to recognize his repair was incomplete and not make things worse by fabricating a story to defend a mistake. 2. It's not correct to say that my resolution request would have resulted in a free job. At this point, 2 repair invoices have been paid. I asked that Clark reimburse his fee to to the extent of covering the other repairman's fee plus his labor fee excepting the gear part he installed. Though the net effect of this would be a low expense bill in terms of money, it would not be free and I think it's a fair arrangement given the nuisance from start to finish of dealing with Highland Door.

Couldn't have asked for a nicer, more prompt or knowledgeable person.

Had called the manufacturer of the garage door opener earlier. They diagnosed over phone that the problem was an unbalanced door. Made an appointment for late afternoon with Clark of Highland Door. Clark arrived when promised. He agreed the door was out of balance because the spring had slipped. In short order he adjusted the very large spring so that the weight of the door was balanced and carried by the spring, not the door opener mechanism. With this done, we thought the problem was solved. But when he pushed the wall control button and the carriage "screeched" he realized immediately that the "teeth" within the carriage were "stripped" probably because the weight of the door had been too much. Clark had an extra carriage in his truck which he installed only to find that it didn't have the magnet to trip the shut off. He then dismantled both carriages, took the new bar with good "teeth" and put it into the old carriage (that had the needed magnet). I pushed the wall button and the door closed and opened as it should. So in spite of having an unanticipated additional problem, Clark solved each of them with ease, promptness, and professionalism.

He arrived at the appointed time and discovered the board holding the whole garage opener system coming out of the wall because it had been improperly installed. Had the door not been open, someone could have been seriously hurt or killed if it had come out completely. After securing it back to the wall, he noted the wrong size springs had also been installed. He replaced the springs, oiled the hinges and now everything works fine.