Door Pro America

We are quite happy with our new garage door opener that Door Pro America provided/installed. The salesperson, Steven, was an experienced installer himself, came to look at our relatively small garage and shared with us helpful information. Steven then recommended sending the most experienced installer, Tim, to come help us install. Tim was polite, professional, experienced and honest. He helped us install the garage door opener without putting on a new track, saving us a few hundred dollars. The call center based in VA was also pleasant and efficient. Thank you very much for the service.

Initial review (1 star due to no resolution at that time): Door Pro America installed a garage door at my home in Seattle on October 1st. On October 3rd I made them aware that the services paid for were not provided - an additional $1,000 (plus tax) of demo and rebuilding of the exterior framing was not performed as paid for. Instead, the minimal interior framing required was performed. I notified Door Pro, and after waiting weeks I was informed on October 20th that they could reschedule a new date to come and redo the work. As I do not live in Seattle and cannot oversee the work, I do not desire to schedule additional work by Door Pro. I clarified my request for a refund of the over-payment, to align payment with services performed. My request was received on October 20th, and additional information requested, which I provided that day. I have since received no further communication, despite requesting an update on October 24th. Today, October 29th, I have had no communication from Door Pro for 9 days, and there has been no resolution achieved despite having received notification of their error 26 days ago. I trusted them as they were performing this work through Costco, whose customer service I trust. Needless to say, that trust was ill-placed when transferred to Door Pro America. Updated review (3 stars): The update is that resolution was completed soon after my initial review. A refund of $500 was made to accommodate the work not performed (I was told this was above the value of the work not performed). I now believe Door Pro intended to make things right, however, communication issues delayed resolution. It was an unfortunate, and unpleasant experience. I would not select them in the future as my ideal would be to identify a service provider that does not result in rework/resolution follow up. Their quality and value may be at the high end of competitors, but based on my experience onsite oversight would be needed to confirm on the day of work with those performing the installation. Signing a quote for work, and paying for it, did not result in that work being done. It seems they have internal communication issues to resolve. As I live out of the country and could not be present for a return trip, I chose a refund over rescheduling to correct the work. However, if I'd known that part of the work I paid for would not get done, then I would not have agreed to the upsell. I would have signed the $1000 less quote for the minimum work needed. Instead, I got half of the upsell work, and not the half that was the primary reason I agreed to the upsell (which was the exterior work to address rotting wood trim).