Reliable Garage Door, Inc.

Called on Sunday before Labor Day thinking it might be Tuesday before I get a call backI was wrong, got appointment same dayKurt came out during the time allotted and got my new remotes and keypad setup in no timeKurt also reviewed current doors and track to ensure everything was working properlyProvided pricing and did not sell me anything I didn't need todayFast, Reliable and super friendlyI will for sure call them first on future repairs Great Company!!! Mitch L

Great experienceShowed up on time, gave a thorough explanation of work that needed to be completedNeeded to replace year old motorTechnician John Rdid a great job, was able to answer questions and we felt confident in the price and quality product we were buyingWould recommendHope to use again when we need the actual door replaced Thanks!

Reliable Garage Door provided exceptional service at a most reasonable costThey were on timeThe service person was cheerful and friendly and answered all my questions and completed the repair quickly

I contacted Reliable via email and received a response within minutesDustin worked very hard to get a technician out to my house ASAP The tech was there within hours and the job was completed within hours of my initial contactJohn *** the tech, was greatHe thoroughly explained all my options and was very sincereHe also worked with me on the financial optionsI am extremely happy with the service I received all around, from beginning to endHighly, highly recommend Reliable Garage Door Thank you gentlemen!!

Our problem with this company sounds very much like one of the complaints noted We couldn't open our garage door, car trapped inside due to collision of rear view mirror with the tract This company took advantage of my husband, quoting $to repair the garage door and trying to sell him a new opener We could build a new garage for what they want to charge I will not use them again and will let others know that they upsell services when they feel they have the chance toI'm a partner in a real estate firm, this will definitely cost them future business

Thank you to John *** for installing my garage door springs last evening You came over right after finishing your prior job; even though it was already evening He was happy to go over the different springs and the warrenties with each product In no time he had the new springs installed He even made sure that my garage door opener was in top shape before he left John was very personable and I highly recommend him and his work ethic

Initial Business Response /* (1000, 5, 2014/05/22) */
Dear *** ***,
I would like to apologize for your unsatisfactory experience with our company and would like a chance to make it rightReliable Garage Door proudly serves the entire Twin Cities area and beyond, with hundreds of very
satisfied customers each weekWe pride ourselves on being the absolute best in our industry when it comes to customer service
There are a few things we would like to address regarding your complaintIt is the job of the technician to point out any issues related to the garage and explain why it is a problem or potential problem if left as isHe is to provide standard pricing to correct these issues and is able to fix them on site should you choose to have the repair doneAll of this is done up front before any work beginsOur technicians are not sub-contractors and have been trained to the highest of industry standardsEach employee will arrive in a fully marked truck and does not work on commission
Looking over the work order history, the technician did his job in pointing out any issues with the garage doorWe leave it up to the customer to decide what actions they would like to take on correcting these issuesWe are always up front with our pricing to every customer and do not recommend services or parts that do not need attention
When the technician arrived, he noticed the following things: Broken spring, a non-functioning garage door opener, rollers in poor condition, lack of reinforcement struts, fraying cables, and rust on the bottom bracketsAs a trained professional, the technician addressed these issues with the customer and recommend a fix to avoid potential malfunction of the garage door in the futureThe customer authorized part of the recommended work and the total bill came to $A new garage opener for $including remotes and a keypad was also offered and declinedThe customer stated in their complaint that accessories would be separate, which is not accurateOpener accessories and pricing are listed on our invoice, however, that pricing is for a la carte items onlyThis *** be where the confusion is coming fromAny applicable coupons and promotional discounts were also applied to the customer's work order discounting the standard pricing listed
Even if the customer would have purchased all recommended items, it would not have totaled what is stated in the complaintIt is standard procedure to give the customer an honest, up front evaluation on all issues and potential problemsThis is exactly what we didThe customer stated they were offered lower pricing from another competitor, which we do not disputeOur products and services are priced at what we believe they warrantMost our competitors simply do not provide the level of service our company provides and the majority of our customers find tremendous value in what we offerIn this particular case, the customer called just before 6pmWhile most of our competitors have stopped answering phone calls by this time, we rushed out same night to helpNot only did we rush out to help, this was not set up as an emergency callThe call was a completely free, on site estimateAt no point during the estimate was the customer under any obligation to use our servicesThe customer was not overchargedWe charged accordingly to our pricing structure for the approved workWe also did not use high pressure tactics to sell anythingWe simply showed the customer what was wrong, made our recommendations, and left it up to the customer to decide what they would like to do
We try extremely hard to avoid any complaints, which is why our estimates are completely free and we are so up front with our pricing and servicesIf the customer would have felt uncomfortable at any point, we would have left a written quote for our services and been on our wayThe customer would have owed us nothing for the visit and this situation would have been avoidedThe customer agreed to the pricing with the technician and no unauthorized charges were added to the billThe work that was charged to the customer was the work that was performed to the garage door
There is one thing we feel we could have done betterThe opener was not functioning after the technician completed the other workThis means the garage door itself was now working, however, the opener that lifts the door up and down was notThe customer declined replacement at the time of serviceWe did provide a lock to the customer at no charge, so the door would remain secure until a decision could be made on what to do with the garage door openerWhile we can understand the frustration of the customer, we were not given a chance to correct the problem before receiving a complaintThe customer stated the other company was able to get the opener functioning, which if true, suggests we could have done a better job at diagnosing the problem and getting it fixed on siteFor this we apologizeWe are declining to refund the customers requested amount as the services agreed upon at the time of the estimate were done at the price we stated
We would, however, appreciate a second chance to correct the situation at handIf the opener was in fact misdiagnosed, the customer could have been charged for a new product when their existing opener *** have lasted longer, even if it was just for a short period of timeThe opener was in a non-working state when we left, and to the best of our knowledge, was not repairable and needed to be replacedThis is still our professional opinion on the matterThe customer did state the other company was able to get the opener workingEven if that is the case, it will only be a matter of time before it failsIn efforts to show how much we value each and every one of our customers, we would be willing to install a Chamberlain 1/HP Chain Drive at no cost to the customerThis would include full installation, remotes, and a keyless entryWe are offering this because we want a second chance to earn the customer's business and show them what Reliable Garage Door is all aboutWe would also be willing to discuss a smaller credit than the customer is currently requesting, as a show of good faithAgain, we apologize for the unsatisfactory experience with our company and would greatly appreciate the opportunity to provide further services in the future
Sincerely,
*** ***
General Manger
Initial Consumer Rebuttal /* (3000, 7, 2014/05/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from Reliable Garage Door is not accepted for the following reasonsIn their response Reliable stated: "We are always up front with our pricing to every customer and do not recommend services or parts that do not need attention." The first and most obvious reason that statement is is that our garage door opener works just fineTheir sales representative failed to re-engage the trolley on it (moving the little lever attached to the red emergency release handle one inch upward into the correct position) after replacing the springsThis takes all of seconds to doHe then attempted to sell us a new garage door openerWhen we declined he then wrote up the estimate and said he would throw in the $rollers that he recommended and the keypad and remotes if we would have them do the installNow they may normally include the keypad and remotes, but in his presentation it definitely came across to us as something he was throwing in free to make us feel like we were getting a great deal with a keypad and remotes, as well the $rollers all for free
The second company that came out for a second opinion noted the lever in the wrong position within seconds of stepping into the garage, moved it up inch into position and the garage door worked immediatelyThey also closely inspected the rollers at several locations, and stated they were in very good condition, were top of the line rollers and absolutely did not need to be replaced
With all of this information we believe there is a reasonable chance that our cable did not need to be replaced either
We paid $for springs and a cable, that if we would have had the second company come out initially may have been only $199, with an extra $for the cable if it indeed needed to be replacedUnfortunately I did not ask to keep the old cable to be inspected furtherWe would have paid over $to Reliable if we had followed their recommendations although It appears that they would have given the keypad and remotes free so that total is closer to $
Another area of concern is that the Reliable technician did not lubricate the new springs he installed or any part of the garage door which is standard practice with most companies' service calls and especially after installing new springsNot sure if he forgot or intentionally didn't do it since we declined to buy the garage door opener
We also understand that it is true that Reliable is allowed to charge premium prices for their springs and any other parts and we were aware of the prices up front, but in the context of our entire encounter with them our feeling that their prices are excessive in our opinion is an important part of the whole story
They have generously offered to replace our garage door opener at no costWhile we appreciate the offer and have seriously considered it, we respectfully decline, for the simple reason that our current garage opener works well (now that the emergency lever has been returned to the correct position and the trolley re-engaged)It makes no sense to take down a perfectly good garage door opener and parts and throw them into the trash
Also the entire situation has left us feeling very uneasy about Reliable and we not feel comfortable to have someone else from them come out to our home
Our desired resolution remains the same as initially stated and as follows:
We believe the high pressure and dishonest sales tactics were used to attempt to create a sales/service cost of $for what should have been an approximately $service callWe believe the cable sold to us for $was likely not neededWe believe the $cost for year springs was excessive (another Revdex.com complaint states tha another division of Reliable sells the same springs for $less)We would like to be reimbursed for the $cost of the service call by the second company which found that Reliable had intentionally left garage door opener trolley disengaged to con us into buying a new opener from themReliable provided information regarding need for replacement of rollers, and other metal plates and new garage door opener
Total settlement requested $plus taxesFirst $overcharge for springs, $for cable that likely did not need replacement, and $to reimburse second service call from alternate companyThank you
Final Business Response /* (4000, 13, 2014/06/16) */
As stated before, the customer was provided with a free on site estimate with absolutely zero obligation to perform any repairsWe charge what we feel our services warrant and the customer was made fully aware of all pricing during the visitThe customer then agreed to have us perform the work at the price that was statedWe respect the customer's decision to use another company should they choose to do so, which the customer did not do during the visitThe customer hired us to perform repairs, then hired a second company once our services were already renderedNow they would like us to issue a refund for our repairs plus pay for another service bill from a different company without contacting us or giving us a chance to work with themThis would equal over a 90% refund which we feel is unreasonable
The customer is stating the Revdex.com is designed to provide feedback about a business with dishonest, unethical or poor serviceWe would like to point out again, the customer called later into the evening when most companies won't even answer the phone, all of our pricing is stated up front on the invoice, and we have hundreds of satisfied customers each week that are thrilled with the quality of service we provide
Our technician arrived in uniform with a fully marked truck after business hoursThe technician gave his professional evaluation with up front pricing and options to choose fromThe work that was completed has been done in a professional manner at the price we agreed on with the customerWe did acknowledge a possible mistake with the garage door opener diagnosisEven though the customer states the opener is still working, it is our professional opinion that it will need replacement in the near futureThis is why we are still offering the option of a free garage door opener even though the customer does not believe they need one
We did everything we said we were going to do and have made a very fair offer to the customerWhile we understand why the customer may have called another company, we were never given a chance to correct the situationInstead were notified by Revdex.com of the issue after the customer decided to call another company
We are one of the busiest garage door companies in the state of Minnesota for a reason; people value our serviceWe would have been more than willing to go above and beyond to correct any mistakes that were madeWe are still willing to work with the customer, however, the customer is expecting us to pay for another company's service bill without discussing it with us or giving us a chance to fix the issue a head of timeWe would have been more than willing to come back at no charge to correct any issues what so everHiring another service company, filling a complaint, and then expecting us to pay the bill is not something any company would consider to be a reasonable solution
We are willing to issue a smaller credit of $should the customer decline the garage door opener, this credit is based on the fact that a mistake may have been made diagnosing the garage door openerThis is the only mistake, in our opinion, that was made during the jobThe work completed at the stated price was work that needed to be doneWe don't adjust our prices because a customer feels they should have paid lessWe don't compare ourselves to our competition, and again, all pricing was presented up front before any work was doneNo hidden charges were added to the bill and the customer agreed to all charges
We are asking the Revdex.com to close this case as we have made multiple reasonable offers to the customer which the customer continues to decline
Final Consumer Response /* (3000, 11, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still not sure that Reliable clearly understands our perspective as a consumerAlthough we appreciate their offer for a new garage door opener, we don't need one, because our old garage door opener works just fineThey are also offering a free tune up at no charge, which is also not needed as the second company we called did a lubrication of the entire system
Reliable states "We do acknowledge there may have been a problem in how the garage door opener was diagnosed, unfortunately since the customer called another service company we were not given a chance to solve the issue." We called another garage door company because we had been told by Reliable that our garage door opener suddenly did not work following Reliable's installation of new springs and a new cableAfter hearing Reliable's prices for the springs, new rollers, the new cable, new brackets we knew we couldn't afford to repair the opener at that price and knew from previous experience that the price we paid Reliable for the springs was twice the price we had paid a few years earlier (on a different house) for springsReliable had given us their estimate for further repairs and we simply did what any smart consumer would do and called a second company to get a bid for the new opener, rollers etcIt was when the second company arrived that they noted within seconds that the trolley release lever had not been moved 1/inch back into position to re-engage the trolleyWe ended up paying them for a service call that would not have been needed if the Reliable repair person had simply moved the lever into the correct positionIf we would have followed the Reliable person's recommendations we would have spent approximately $to replace a garage door opener that worked fine, and replace rollers that we have been told absolutely don't need to be replacedIf we fixed all of what Reliable was recommending it would have been $200- more for a grand total of nearly $more than the $already paid to ReliableIf we would have called the second company as our first choice we would have paid a grand total of $for the springs and cableIf we would have trusted Reliable and followed their recommendations we would be even worse off financially
Our understanding of the purpose of the Revdex.com is to provide feedback to the Revdex.com on potential concerns regarding dishonest, unethical, or simply poor service by companiesMy understanding is that it is important for consumers to make reports to the Revdex.com so that they can look for trends or patterns and provide better information to the public
At this time we would like this situation resolvedReliable states "We would like nothing more than to resolve this issue in a manner that is satisfactory to the customerThis is why we are giving several options to resolve the matterIt would be our pleasure to return with top notch service, a new opener and tune up provided at no charge." Again we don't need a new opener, the old one works just fineWe don't need a tune up, the second company upon noticing that Reliable did not lubricate the new springs or any other part of the garage door system, did a complete lubrication of the systemWe are interested in hearing what Reliable is offering as one of their other several optionsThey state they may be willing to offer a smaller credit than what is requested, so the question is what would the amount of that credit beThank you

JUSTIN FROM RELIABLE GARAGE DOOR COMPANY INSTALLED A NEW GARAGE DOOR OPENER TODAYVERY HAPPY WITH THE OPENER AND THE JOB JUSTIN DIDGREAT PRICE AND A GREAT JOB
DALE

First class in every way. Quality work, dependable and friendly serve team. Highly recommend.

A big thank you to Reliable Garage Door, Inc. and John [redacted] Service Repair Specialist. My garage door was making a loud cracking sound when it lifted up or went down. John [redacted] assessed the door and within a short time had figured out the problem. He showed me where the problem was occurring and explained to me in layman's terms how the problem could be fixed. He quoted me the price for fixing the garage door which was very reasonable. He went above and beyond duty by loosening and tightening up some bolts. Mr. [redacted] informed me that Reliable Garage Door offers a tune up and suggested I might want to do this once a year. I was glad to hear that such an offer was possible. Thank you again for a job well done!

My service was great. They are timely, professional, nice people who do great work. I was very satisfied and pleased. Would highly recommend. Pricing was more than fair.

The best experience ever with a garage door company! Prompt, professional, friendly service at a good price. Will be the company of choice from now on.

I thought I had wrecked my garage door opener trying to get my sockets to have good contact with the light bulbs using a screw driver. I forgot to unplug the opener and proceeded to hear a pop and see a spark and then my opener quit working. I figured I had wrecked the circuit board. Justin came out and checked the circuit box- I had tripped the circuit. The opener began to work - now back to my light bulbs not working. Justin informed me I was not using the right light bulbs. Sure enough when he put the right bulbs in - they worked. He also lubricated the door and gave me my bill for 6 dollars for the light bulbs. I was expecting I would be replacing the opener but instead only needed light bulbs. He also gave me helpful tips on maintaining my garage door. I was very pleased with the outcome and with Justin's service.

I'm very Satisified!! The Tension Spring Broke above my garage door and [redacted] and an associate came out the next morning and told me that's what was wrong. [redacted] looked everything else over and quoted me prices for 2 types of springs. He recommended I replace the rollers and the bottom door seal in the future. He said the garage door itself was in good shape. I went with the less expensive 10 yr warranty spring for $299 plus tax and he also gave me s 5% senior discount. They repaired it quickly and lubed all the parts up on the whole door. They only charge for the parts, there's no labor cost or installation costs involved. You just pay for the parts that they replace. They were very professional, courteous, and fast. I would definitely call them again.