Roly Door Inc

I was hoping for a inspection of all the moving hardware on the door and lubrication/replacment of any worn parts but that did not happen.

David arrived on time. He was courteous. He informed me that spring and cables needed to be changed.

Very well....

The entire job took about 30 minutes start to finish. No problems yet.

Great! Prompt, courteous and professional. Problem resolved .

Great-repair done efficiently and quickly

unknown

unknown

unknown

unknown

OK, seemed expensive for the little work provided.

unknown

They were able to come right out and replace the broken spring. So they would get an "A" for their first trip out. Unfortunately that wasn't the end of the story. Yes, they did come out promptly. Yes, they did have the parts on the truck and were able to perform the work that was needed. After the springs were replaced they ran the door up and down a couple of times and it seemed to be balanced and operating OK. Shortly after they left we noticed the door had developed a "squeak" as it went up and down. We figured it was just the new springs wearing in. However, we did give the springs a shot of WD40 but that didn't silence the squeak. After a few more cycles up and down the door started to shudder or "jerk" as it moved an then there was a "bang" and the door suddenly was no longer hanging straight and something was obviously wrong. As it turns out, they apparently had installed a lift cable into one of the cable drums incorrectly. The crimped "knob" on the end of the cable must have been bent out from being fully seated in the slot in the drum. As it operated a few times the door migrated just a bit to one side and the cable started dragging on a mounting bracket. That turned out to be what was causing the squeak. Eventually the cable fastener thoroughly snagged on the bracket and that tore the cable from the drum fastener. It appears the metal tab on the drum that holds the end of the cable has been sheared off. That left the door hanging in a crooked state and it would no longer go up and down properly. It would not close completely and the roller brackets were being bent. That's the description of the mechanical problem.
As soon as the problem occurred we called Roly Door and informed them of the problem. It was after 5:00 when this happened so we got their call center and had to leave our info for the contact person to call us. They did, within 15 minutes or so. Again, an "A" for prompt response.
Here's where the problem started. They would not come out and fix the problem that their incorrect work had caused. At least not after hours. Apparently if we were a commercial customer they would do so. They would also do so for us as a residential customer if we were willing to pay them an additional $160 for the after hours service call, even though it is warranty work. They flatly stated that they do not do after hours warranty work without an additional charge. While this might be reasonable in most cases it is not an appropriate policy in this case. We seem to be stuck with a garage door that won't go up and down, may even be damaged by trying (very crooked in the tracks and brackets are bending), and can't get a solution until sometime during business hours tomorrow. My wife (a very persuasive real estate agent) has been back on the phone with Roly Door and they have now escalated the problem up their management chain. It is possible we could see a service person out yet sometime this evening. To be continued...
OK, this part is being written two days later. We wanted to make sure everything was OK before finishing the review.
After escalating our problem up the management chain, Roly Door did finally decide to send their on-call person out after normal business hours to resolve the problem. The service person (a different person that either of the two individuals who did the original work) showed up an hour or so later and fixed the problem. As the cable drum was damaged because of the earlier incorrect cable installation the drum had to be replaced. And the drums have to be replaced in matched sets. Fortunately the service person had a pair of drums that fit our garage door on his truck and was able to complete the repair in only 15-20 minutes or so. The door has now been working for a couple of days with no issues.
Bottom line... Roly Door was very responsive in getting to our home to do the initial spring replacement. They did the job quickly and apparently professionally. However, they missed the fact that one cable was incorrectly installed (not completely seated in the cable drum) and this caused the drum/cable to fail after a dozen or so operations of the door. Roly Door does have a phone service to take after hours calls and this is a plus. Their policy of not returning to fix a botched job after hours is not good. A customer can be left with no way to secure a garage door or to get in/out with a vehicle. Also, a "hanging" garage door can be dangerous to both cars and people. After much discussion they did finally dispatch an after hours service person who fixed the problem at no additional charge. That's a real plus for Roly Door but it should not take so much effort to get them to do so.

We needed 3 new garage doors, and since I had a garage door replaced on a different house, by Roly Door in 1983, I sought them out again. Rick was very helpful in giving us choices of style and colors available for our doors. We also wanted a garage door opener for the third door. He came on time to measure and order the doors, which arrived right on schedule. The installers arrived on time and were very efficient, friendly and did a wonderful job of installation. They also gave us a few tips on simple maintenance lubrication. I again am very pleased with the product and service provided by Roly Door and recommend them highly.

Service was prompt and efficient.

It was fine. I liked them very well. They came within 24 hours and I was lucky they did. The man that did it was friendly ad answered any questions I asked. He showed me the old one and he put in the new one.

..

This was a routine repair of a type that we have had done before on another garage door. Service tech was prompt and the job was completed in a short time, approx. 30 min.

I have used them twice over the past few years. Also known as "Roly-Door". They came on time and installed everything at the quoted price. The guy that put in the new door opener actually swept out my garage as well!!!! I am very happy with price, service and professionalism.

We were informed by the technician that the main drive chain required replacement, but that the opener was worn out and really should be replaced. We chose to go the cheaper route and try the drive replacement.
The door operated when the technician left but failed an hour later.
I called to have them come out and see if the repair was done properly. The person I spoke to was inflexible and insisted that the work was done correctly and that they would only return to do a replacement.
I was very frustrated with this experience and have called another company to do the replacement. Roly door needs to work on improving their customer relations skills. They have lost my business for good.

The existing garage door needed replacing. When operated by the garage door opener the top panel would bend causing the opener to reverse or it would stick - I disengaged the opener and was opening the door by hand.

I researched Angie's List and chose 3 companies for estimates - Felluca, Tracey, and Roly-Door. I must let everyone know that I was comfortable with the people from all 3 companies who came and gave me estimates and that the estimates were all close in price. The deciding factor was that Roly-Door had a door in a light gray shade that matched well to my house color, versus white. Rick, the Roly-Door estimator, suggested the color and had a swatch for visually checking the color.

The door needed to be ordered, Rick estimated about 3 weeks to installation, and it turned out to be 3 weeks to the day.

Two men came to install the door, they were a few minutes early - not late. The installation went well and within the estimated time. This included removing the old door and all associated parts, i.e. rails, installing the new door, attaching the garage door opener, and making all the necessary adjustments. The installers were very polite and nice. One explained periodic maintenance. We also chatted a little bit - turns out we grew up in neighboring towns in the Syracuse area. By the way, the color match was even better than the swatch showed, which, most people know about the difference that can occur between a small swatch and the final, large area, results.

They did a really great job and I would use them again.

a real pleasure to do business with , from the initial phone call to the service. Very profesional company with great turn around , less than 24 hours. Price was very fair. Tech was very personable and did the work in a timely and professional manner.

They did a nice job and cleaned up everything. The experience was very good. The salesman was very polite and very informed. He offered me several options. I picked a door that had windows in it which did cost a little bit more, but I liked the way it looked instead of the one which just had panels, but he offered me different options and different prices. The workman was very efficient. He went right to work and he was on time. Everything went very well. I didn't really compare their price with other companies. I had dealt with them before which was why I went with them and didn't question the price too much. I would use them again in the future if need be.

I couldn't ask for anything more. Service was friendly, on time, all work was completed as promised and everything was cleaned up.

About 4 hours from start to finish.

Would recommend for sure.