O'Brien Garage Doors - Twin Cities

"Hello [Member Name Removed], It saddens us very much that you were so upset by your visit. We truly did try and offer you the best service. You called on a Saturday morning, we gave you the quotes, and we had a technician dispatched to your home within two hours to perform the repair. When the technician arrived, he went over the quotes for the different spring options. We do always mention our lifetime warranted springs, as it is an excellent option that many of our customers choose to go with. We have been honoring lifetime warranted springs packages for about 15 years now, and our customers who have chosen to purchase them are very grateful because the warranty is there as long as you are in the home, and springs on garage doors are guaranteed to break in a number of years depending on the use/maintenance of the garage door system. The quote that he gave for the standard warranty springs was exactly what was quoted over the phone. It seems that maybe when you called in and asked how much to change the spring you thought that it covered if you had multiple springs? The price difference that you mentioned is because when the technician got to the home he saw that you had two springs instead, and that included changing both. We put in very high quality parts and always make sure we warrant all work that we do, so it is possible that we are a little more expensive than some other companies, but we did give all those quotes up front, before coming out, as honesty and integrity are very important to us. We do generally have a service call of 47.50 (38 since you had the 20 percent off service call fee coupon) and this is in place to cover the cost of fuel/truck maintenance, and making sure the technician is compensated for his time. We would have, however, been very happy to receive a call from you regarding your dissatisfaction at the time and worked with you on this because, above all, customer care is very important to us. We truly wish there were something more we could do for you at this point to change your impression of our company, as we very much value each and every customer of ours. We are happy that you got your repair taken care of and hope that you have a wonderful new year! Regards, O'Brien Staff."

"Our technician's job is to make you aware of all issues so that you can make a fully informed decision. We want to make sure that the door is 100% safe so that you don't have to call us back. The technician was onsite for almost 2 hours repairing your door. This was not a simple cable swap which would have been cheaper. The door is in terrible condition. The steel is rotted, but additionally, the tracks were completely bent and rusted, the rollers are warped, the cables were snapped, the springs needed to be reset, and the door was off track. For 175$ the technician replaced the cables, reset the torsion springs, put the door back on track, and straightened out the bent tracks. The additional $125 would have included replacing the warped rollers with lifetime warranty nylon coated steel rollers. The 900$ quote included all of the previously mentioned labor in addition to, replacing the 18 foot panel, and replacing the track rather than straightening it. Because the repairs to your door were so extensive, he highly recommended replacing the door. In fact, he told you that he wouldn’t waste time making a repair and that you should replace the door to begin with. A replacement would be a much more cost efficient option. You would have a much higher quality door, and it would include all 4 panels, tracks, springs, rollers, and hinges, all of which are damaged, and/or rusted on your existing system. We still highly recommend this option so that you have a long lasting solution. It would be easy for us to sell you a new panel, but would you be happy in 6 months when the door came off track again? We value your business, and hope that this explanation has clarified the situation. Please don’t hesitate to call if you have any further questions."

"I wasn't able to look up your account with the service date provided because it is a future date. Please contact our office directly; we would be happy to check into any services provided to you, but would need accurate information to move forward."

"We apologize for the delay in arrival, and appreciate your patience in sticking with us. We hope to be a valuable resource to you for any garage door needs you may have in the future."

"Thank you for your comments. We appreciate your business."

"We appreciate your feedback and hope to be a valuable resource for any of your garage door needs in the future."

"My records indicate that you purchased a battery back up for your existing unit. You were charged a service call fee for the trip out which we discounted with our advertised coupon (-20% off s/c). The technician installed the battery you requested, as well as performing a tune up on the system. During the tune up he found bad rollers and did suggest you replace them. In total he was onsite for about 30 minutes which is average. We train our technicians very well so they are able to quickly and efficiently complete repairs. We are unhappy that you are dissatisfied with the experience. What do you feel we can do to rectify the situation?"