I called him on a day he was busy. He stated he would get back with me & didn't. I called him a few days later and he apologized. I explained to him what bad shape the 39 year old full-sized back sliding glass door was in. That with our sand the track it runs on was worn out, how the latch wouldn't latch anymore, how hard it was to open & close - getting stuck half-way every time. It was very difficult with 4 dogs to let only one in! It was driving us crazy! I knew it would have to be replaced, but it had to be done. We made an appointment. I told him he may as well bring a replacement, because it was going to have to have one. He asked me a few questions and said he would be here Saturday to take a look at it. I thought, "great. Then order a door and wait for it to arrive, then get him out here again to do the job." He wasn't here on time. I called him and he hadn't left the shop yet, but he was coming. He arrived. He was able to remove the door by himself (he is a large man). He looked it over and with parts I didn't know existed, replaced the running track with a stainless steel track. He replaced the rollers with extra heavy duty rollers (much more substantial than the ones I had put on a few years ago from Ace Hardware). Was able to replace the latch and the entire latch mechanism. He finished in about 2 hours. When he was done the door worked as good as new and for only $245. Unbelievable, but true! I will call him back to replace my pocket doors that the dogs have ruined over the years. That, he says, is his specialty!