Rachel Lauren
Horrible horrible horrible!!! My experience was problematic from the get go. I called for service June 30th. My torsion bar was broken and needed converted to spring. It was a Friday so I wasn't expecting much. Trent, said it's a holiday, July 4th, Tuesday, so he couldn't get us in until Wednesday. He said he would call Wednesday and give us a window that they would come. Perfect. This was no emergency, so this was great. Wednesday came and went. No call, nothing. Thursday I call and Trent says, oh yeah! They had totally forgotten about us. Ok fine. We set up a time. The service guys show up and get to measuring right away. They were friendly. One of the guys asked do you want a quote o if we should get started. I had looked up online on Angie's list, this old house, Bob Vila etc, and they all said between $150-350. I said well I'd like to know at least a ball park estimate from you. The service man and I actually joked about a surprise bill in the thousands. He then told me he can't give me an exact number but $200 or $300 max. I said well I don't want to wait a lot longer, I need this done, so with the estimate I received I said to get started, as it sounded right. Even at the high end I was ok with that. They were fast and friendly and gave us some tips on keeping it running well. They left and we had a garage door that worked. Fast forward to July 16 and I receive a bill for $565.59! I was shocked. This was 2x higher than the high estimate that they quoted me! I called Trent to try and figure something out and see why this had happened. After some phone tag, Trent was very unapologetic. He said that he has told his guys not to quote people but they still do. I said that wasn't my fault and it is really poor service to back both your service people and customers into a corner. He said they could have called in a quote over the phone. I explained that no one ever offered that, which they didn't. I specifically said id like at least an estimate before they started. I stead of calling, they just gave me a bogus quote. Trent kept explaining that it's not his fault and that his service people shouldn't give quotes as they don't know the prices in the system etc. He never once said he was sorry, never once wanted to earn my business. He basically was full of excuses and took zero accountability for his company. He said that the tech said well i figured it was fine because even 565 was really far from the 1000s we were joking about. He kept reexplaining the same thing over and over again. I said well I guess I will just pay my bill and not use you again as this is going no where. He then got very nasty and said, we have 1000s of customers, I don't need your business. I'll hilight you in our system so you cant use us again. I said you don't need to be nasty. He got even worse and began to belittle my patronage even more. I said , I see this is going nowhere. I hope you have the day you deserve, and hung up. This was terrible. I have never had such awful service ever. I would not recommend vertical door solutions to anyone ever. I feel badly for his employees. If he treats paying customers this bad I can't imagine how he treats staff, they were very kind.
