Superior Garage Door Reviews (%countItem)
Superior Garage Door Rating
Address: 1538 White Bear Ave N Ste 206, Saint Paul, Minnesota, United States, 55106-1612
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They Did A good job on Our Garage Door, Nice Prompt And Professional. Will Recommend Superior Garage Door
Amazing work.. tech was on time and explained everything. When he completed the work he did it in a very timely manner. Will use Superior again!!
After 4 times out, I am still experiencing the same issues with my garage as I first had. We paid for something to be fixed, but the same issues have continued to occur since our first appointment. After confronting the issues with the business, they told me "you are wrong, we fixed it" "we explained all this to your boyfriend, maybe the two of you should try talking once and a while" "I have been doing this for 20 years, you have never fixed a garage door, so you cannot tell me I have not fixed your issues"
Attn: ***
Dear *** (Revdex.com):
CC: Ms. ***
This letter is in response to the complaint filed against Superior Garage Door, LLC with the Revdex.com (Revdex.com) in regards to the work completed for *** and *** at ***, St. Paul, MN 55106.
On January 6th 2020 Superior Garage Door received a call for service at *** St Paul, MN 55106. Service was scheduled for the following morning between 7-9am. (Jim) Service Technician / Service Manager arrived at 7am and met with Mr.. While they were going through the inspection of the door (Jim) identified the obvious issue as to why the door wouldn’t open. One of the two springs were broken and (Jim) told Mr. that he would have to go to his office and pick up the correct springs in order to complete the job. (Jim) returned that morning around 11am and started work. (Jim) noticed the cables were rusted as well and received permission from Mr. to change those out in addition. Upon completion of the job (Jim) walked Mr. through what he had fixed and explained that the door was working properly. (Jim) ran the door up and down a few times to show the customer and he was happy with the outcome. (Jim) went over Billing and Mr. paid for services that were completed.
On January 17, 2020 we received a call that there was a new issue with the opener at ***. (Brady) Service Technician arrived at the property on January 17th at approximately 330pm. Upon inspection (Brady) Noticed that the Garage Door Opener was not plugged in all the way. (Brady) plugged the opener back in and showed the customer that the opener seemed to be operating fine. There was no charge for this service even though normally when the issue doesn't reflect on previous work completed (New Issue) the customer would be charged a minimum service fee of (69.00).
On January 28th, 2020 we received a call that there was another issue with the opener at ***. That same day at roughly 215pm (Brady) Service Technician arrived and spoke to Mr.. It was noted that there is another issue with the opener and that it would need to be replaced due to “either” a bad circuit board or a bad gear and sprocket but either way it was determined by (Brady) that the best course of action was a full replacement based on the age of the unit. (Brady) gave the customer a couple options and was told that he could not make a decision without speaking to Ms. and he would get back to us with the decision. Again we did not charge Mr. the typical Service charge fee even though we did adjust the travel limits again with hopes that it would run until a decision was made. We never did receive a call informing us as to which direction they would like to go in regards to replacing the opener.
On February 7th, 2020 we received a call that the opener was still having issues and the customer was not happy. Our receptionist informed Ms. that we would have (Jim) Service Manager come out to make sure the problem was solved correctly. (Jim) was not available until February 10th but would be more than happy to come out and evaluate. The follow up service was scheduled for February 10th, 2020 between 1-3pm.
On February 10th, 2020 at roughly 215pm (Jim) arrived and met with Mr.. (Jim) noticed right away that the Garage door opener was partially unplugged again so he plugged it back in and noticed the same issue (Brady) previously did. (Jim) informed Mr. that the opener might very well need replacing or to be repaired but was unaware that (Brady) had already come to the same conclusion because (Jim) had not seen the previous notes on this job. Mr. again seemed happy and discussed the fact that if this continued that he would reach out to us to fix or replace.
Within 20 minutes of (Jim) leaving the property our office received a phone call from Ms.. During this discussion Ms. informed us that the opener wasn't fixed and that she wanted a full refund. It was explained to Ms. that (Jim) would have to discuss this with her to determine if that was a possibility. (Jim) attempted to immediately contact Mr. and Ms. but was unsuccessful so (Jim) left a voicemail for Mr. because Mr. was the only person he had had contact with in regards to the work being done. At roughly 6pm (Jim) was contacted by Ms.. During this conversation (Jim) and Ms. discussed what happened or what did not and why the problem was not resolved to her satisfaction. (Jim) explained to Ms. the issue at hand and why it wasn't resolved. (Jims) initial goal in this conversation was to educate the customer on how a garage door operates and that the repairs that were done on the first trip were done out of necessity. Ms. informed (Jim) that she had another garage door guy come out and that the springs never needed replacing and that it was the opener all along. That was not the case at all and (Jim) informed Ms. that Mr. was aware of the actual reason the door initially wasn't working and he understood why and that this was a separate issue that has nothing to do with the initial appointment and what they were charged for. Not only was the initial problem fixed but upon further trips to the customers home Mr. nor Ms. was ever charged another fee. We fully understand being unhappy that your door is not working properly but without a decision on whether to repair or replace the actual opener there is nothing more than we can do. (Jim’s) intent in his conversation with Ms. was to try and make the customer happy. Unfortunately this was not something that was possible during this conversation. Ms. was adamant that the only way to make her happy was to refund in full. This is not an option strictly because Ms. was never charged for working on her garage door opener. She was charged with work performed on her door (Springs/Cables/Labor). These are two entirely separate functioning units and again to make this clear Ms. was never charged for attempting to fix her opener.
We strive to maintain a great relationship with our customers. Difference of opinion happens but a fact is strictly a fact. We would still love the opportunity to make things right with Mr. and Ms.. We would be willing to do a gear replacement for free for both labor and parts. The only other option is to change out the opener. For that option we would not charge labor but we would have to charge for the opener.
If there is anything we can do to assist in finding an answer to this situation please contact us and we will do our best to help.
Thank you for your time.
Sincerely,
Jim ***
(Service Manager)
Superior Garage Door
***
St. Paul, MN 55106
Cell -
Office -
I am rejecting this response because:
I asked for this exact scenario to happen when I spoke to Judy on 2/5, because I still do not believe the first service was needed. I continued to have the same issues even after we paid for a repair. She informed me that had to be approved, and she would not have an answer until Monday because the necessary party for approval was out of town. Judy then informed me she would call me on 2/10 with an answer if my repair on Monday would be free. I never received the call, so I called her around 12:00 PM to confirm the additional repairs and services I needed for Monday 2/10 would be free.
When I called her, she very quickly dismissed me saying only 'yes someone will be at your house by 1' with no additional answers or concerns this was the 4th time they would be at my residence, with the same issue persisting.
After Jim came out again and says he 'fixed' something, but the problem returned as soon as Mr. left the house. Which continues to tell me Jim and Superior Garage Door never fixed my real issue to begin with and made me pay for a service that was not needed.
Also, I do not want to have Jim at my house again for the utter disrespect he gave me tell me 'I have been fixing garage for 20 years, how many have you fixed?' And 'I have explained this to your boyfriend, maybe the two of you should try talking once an awhile'.
I am still requesting a full refund.
Amazing Service, Ron Came and installed a new door for us last week all work perfect and looks beautiful will use them again for sure
I requested a simple service call over the phone and was quoted a price of $39. After the technician arrived he immediately tried to up sell my wife on some unnecessary maintenance for the cost of $179. My wife decline and the technician completed the originally requested service (simple system reset) in 12 minutes. Then, they requested payment for the amount of $179. This is not about the price of this service at all it is about unprofessional and abusive business practices. Additionally, to charge the same price when a service is not provided is absurd. When I questioned the Manager/Owner he explained to me that they would have charged $179 no matter what they did because that's just what they charge.
We have solved the matter with the client, please verify
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
The business reached out to me and we worked through what seems to have been a misunderstanding between the business and myself. They were very gracious and we reached a solution that made sense for both parties. Thanks!
Company installed a Chamberlain LiftMaster 1/2 HP Garage Door Opener at my home on Feb. 3, 2019. Jesse was the installer. I called Jesse one hour after the installation to request the model and serial no. of item installed. He told me it wasn't necessary to have it. I then called the office and explained to them that I wanted to fill out the manufacturer's warranty and needed the model and serial number. Liz at the office said they would have someone out on Feb. 5 between 9 and 12 a.m. No one showed up. I called again and was told that someone would be out Feb. 11th between 1 & 3 p.m. No one showed up. I called again that day and was put on hold only to have the phone ring as a busy signal. I tried 3 more times, but couldn't get through. I had my daughter call on February 11 because I felt they weren't answering my calls because they could see by the phone number it was me calling. My daughter was told by Liz someone would be out on Wed. Feb. 13th between 7 & 9 a.m. Again, no one showed up.
My daughter called again on February 13 and asked to speak to the owner, Alexey ***, and was told he was out on calls all day. She left a message and asked that he return her call. As of February 15th he has not returned her call.
I am appalled at the poor level of service this company has exhibited and want others to be aware.
Customer was told We dont have a serial number for the opener she purchase. and there was no issue with it by our understanding
Serial number is shown on the back of the opener and is visible for the customer to see
I am rejecting this response because:
I am a 87 year old widow and cannot get on a ladder to read the serial number. That should have been noted when it was installed. I feel their installer should have returned to note the number for me, or at least leave the portion on the carton that had the number imprinted on it.
I was referred to this company by a friend.
The technician Jim arrived really fast and was very kind and professional.
The issue was resolved faster than I expected and I was very pleased with the service.
I will definitely recommend them to anyone who has an issue with their garage door in the future!
Thank you Itay, we appreciate the feedback
They have installed for me a new opener lift master came on the same day as promised, also ended up replacing the rollers too, very friendly 5 star service and will definitely recommend others to use there services in the future.
They charged me $179 for 2 cables that I could buy at Menards for less than $13.
They charged me $120 for 2 bottom plates that I could buy for less than $11.
And, I was charged $195 for 45 minutes of labor.
I gave the OK to go ahead on the project but believed that consideration would be given to difficulty and that the estimate would be adjusted accordingly.
I emailed them a week after the service and never received a response.
I have filed complaints with the Attorney General, Home Advisor and Yelp.
Mark we have tried contacting you numerous times with no response from your side.
We called them to repair our garage door. When the employee came out from Superior Garage Door, he didn't really look at the broken parts, he just said he needed to replace the system entirely. He let one of the old garage door springs go while he was removing it, which then spun uncontrollably leaving a hole in the sheetrock as well as spraying oil all over the garage. He then spent 5 hours taking springs off and on at one point letting the door fall off track. When he finally called his supervisor to figure out which springs to use he finished the job. We were so unsatisfied with his actions we did not want him to come back to make any repairs. We contacted the Company directly and the manager called us back and he assured me that he would come himself to look at the damages and come up with a solution to repair it. He scheduled a time, but never came. When we called AGAIN, they indicated they would call to set something up and never did. A month has come and gone, and we still have a hole and no one has returned our call.
My technician Jim *** solving the problem.
Next week he going to finish it hopefully.
Thanks for the understanding
I am rejecting this response because:
They never came and resolved the issue. Their response was they were taking care of it. They called over a week ago and were supposed to be sending someone out to fix their damage. To date, no one has come or contacted us to complete this work. We're VERY disgusted with the whole thing.
resolved issue with customer and fixed it