Door Pro America

We purchased a custom door installation in the July 2021 after seeing an advertisement at Costco. An appointment was set up quickly and a sales rep came to our home for measurements and to show us the various options available. He did not try to sell us anything that we did not want or need. We made several phone calls after the appointment and the sales rep returned our calls with a satisfactory response The installation a few months later and was done quickly and professionally. We would recommend this Door Pro America to family and friends should they need a garage door installed.

This was the worst service experience I have ever encountered. Starting with the salesman who is in my home in mid-November. I was clear that I wanted the door replaced by Christmas and he assured me that could be done. By mid December I finally received an email saying that they have no ETA for my door. It took me multiple tries to reach someone at the company, my email to the salesperson directly went unanswered and the phone often riding with no response until I finally got someone I was then informed that the salesman should have never told me that as the doors take at least 4 to 6 weeks to arrive and with the holiday that would be extended even more. So this was clearly a case of bait and switch on the salesman's part but the company would not believe me unless I had something in writing from the salesperson come and they did not even offer to speak to the sales person to confirm what he had said. There was nothing I could do, other local contractor said they could have done it by Christmas but I was locked into a contract and could not cancel even though I had been lied to, without incurring a significant restocking fee. They finally scheduled service for January 5th from 8:00 a.m. to 5:00 p.m. . As 9 hours is a long time to sit by your house and not even be able to take the dog for a walk, the day before I called to get a more narrow time frame. I was told that a technician would send me a text in the evening to give me a better estimate of time. By 9:00 p.m. I had received no communication. Tried leaving multiple messages for the company again. The next morning someone called me and told me the technician would be there at noon but we called me the hour before. When I asked why I had not been told the evening before as promised they said that someone was out sick. This is a huge company and I cannot believe due to one person being sick they cannot fulfill a request customers request. 11 came no call 12 came and finally by 1:00 no call and no show. I called the company and after 45 minutes on the phone found out the technician was stuck on another job but did not have the courtesy to let me know he would be delayed. He finally showed up at around 3:30. I was furious the company has offered me nothing but an apology and no explanation for this poor experience. Then to make matters worse when they finish they told me there was a slight problem and I looked and they had installed the wrong color door. This is not a slight problem this is a major problem as my order clearly stated almond and what they put in was a white door. They are coming again today to redo the job. Please do not use this service despite their association with Costco I've called Costco and they can do nothing for you. After all this the company has offered no compensation of any sort and I have spent hours on the phone with them at this point.

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We purchased two doors through initial contact with a rep at Costco. An appointment was set up quickly and a sales rep came to our home for measurements and to show us the various options available. He was very thorough and advised a model based on our needs and how much we wanted to spend. He did not try to sell us anything that we did not want or need. The appointment was on time and as scheduled and took less than an hour. The professional installation was approximately a month later and was done quickly and very professionally. We would recommend this Door Pro America to family and friends should they need a garage door installed.

Salesman was great very helpful Install worked very hard and did a super clean and professional job

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The actual installation was fine. BUT, the company seems quite disorganized. Usually, when I hire a vendor they will give an approximate time that they expect to arrive - say, either morning or afternoon. This company gave the approximate time as anywheres between 9 am and 5 pm. Even with this huge time frame, they never showed up AND never called me to tell me that they were so delayed that they could not make it. I had to call them at about 5:30 pm to find this out. In addition, I had called them in the early to mid-afternoon to double check on the time. They told me that they had an additional job to do, but insisted that they would make it within the time frame. When the woman on then phone told me where this additional job was, I knew from the location and rush-hour traffic pattern that they could not possibly make it to my location in time, yet she insisted that they would. Since I hired them through Costco home services, I complained to Costo after this incident. Costco was very responsive and helpful.

The servicemen arrived on time and went right to work. When they were done they asked me where I wanted the decorative handles to go. They made sure the doors worked properly and showed me everything to make sure I was satisfied. They left their number in case I had any issues and needed to call. The place was left clean and neat when they left. Great experience!