Consolidated Doors, Inc.

Whenever we have a problem with our garage door, and it is INfrequent, we call Consolidated Doors, Inc. We live in Milwaukee and the last two service calls were provided by Richard. He is polite, shows up on time, and is highly expert.
I notice that one person has complained about cost. Well there is an $85 travel/service charge which covers one hour of service. If you need just five minutes of service or 60 minutes of service the charge is the same. Perhaps this is a bit high but I feel comfortable knowing my garage door was properly serviced. In particular, I don't want to mess with those coil springs as they can be dangerous.
All of our experiences have been very positive as everyone has been polite and the service people reliably show up and have been expert.

Review: I purchased a brand new garage door for Consolidated and it has started to rust along the bottom edge of the door. It also is starting to be very loud in its operation. I contacted them in March of 2016 to ask them to come out and take a look for a warranty replacement and was told they would stop out and call me. A month went by so I called again on 4/8/16 and spoke with [redacted], who was the person who was supposed to stop out in March. He told me he would come out the week of the April 12th and call me by Friday the 15th. It is now the 21st with no response.Desired Settlement: I would be happy if they replaced the defective door with a new one of the same value and manufactured components or better.

Business

Response:

I have attached the original invoice showing date of install on the door for Mr. [redacted] and a copy of [redacted]'s limited lifetime paint warranty.Mr. [redacted] has his garage door installed in May of 2010.He did call and explain he was having surface rusting on his door.The Sales rep, [redacted], explained that the [redacted] warranty only covers "rust through" not surface rusting. Surface rusting is normally caused by standing water, ice/snow melting products or denting caused by normal wear and tear.If it is surface rusting, there would be no coverage from a manufacture warranty. The rusting must be through the door.[redacted] did explain that he would stop out when in the area and take pictures to send to our local rep. He did explain that isn't going to change their position of not covering surface rusting, but we would send them anyway. [redacted] had not been able to get in Mr. [redacted]s area to take those pictures at this time. We will make every effort to get out there in the next week to take those pictures.As far as any noise Mr. [redacted] is hearing, we would be more than happy to set up a service call to address those issues. We have found that most times it is due to lack of maintenance in lubing the bearings on the rollers and the springs. This particular service can be performed by our techs, for a fee, if Mr. [redacted] would like to schedule.Should Mr. [redacted] have any questions, we would be more than happy to assist him in any way possible.Thank you for giving us the opportunity to address this issue.[redacted]Consolidated Doors, Inc

Consumer

Response:

The customer contact was terrible from [redacted] at the West Bend store. Upon speaking with other garage door installers and service providers I learned [redacted] did not know his product very well. He did not know a separate accessory is required to work with newer cars for example. You need to have an opener accessory for a newer model cars door opener buttons to work. I needed a four button remote that he said was not available. The provider I went with got me a factory remote with four buttons without any difficulty. [redacted] did not return emails, he did not return calls, and he was awful to deal with. I pleaded with another person in his office to return calls and he still didn't get back to me. I called another one of Consolidated Doors locations to explain I needed to hear back from the West Bend store because my home project was being held up and they just defended him. Turns out [redacted] is a brother in law to an owner. They protect him foolishly. I ended up spending nine thousand dollars with Adams Garage Doors instead, and they did a great job.