Ace Garage Doors

I just had the most negative customer service experience I've ever had with a contractor. I know that my wife and I tested Dave's patience, but he responded by accusing me of lying, wouldn't let me finish a sentence, and hung up in my face today. I was pretty angry at first, but his response was so far out of line with the situation, I am concerned about his well-being. Here's what happened, from our perspective. I will not be surprised if Dave posts a hostile response to this review, although I hope he has calmed down by now. We hired Ace when we needed a new garage door 2 years ago. Dave did a good job - I can see why he got "A" reviews. A few weeks ago, our 2-year-old door buckled in the middle - probably because of cold weather and us accidentally bringing it down on a car bumper, even though the sensor pulls up the door when it senses an obstacle. It buckled so easily, we thought the door might be defective. Our old door lasted 20 years. My wife called Dave at Ace Garage Doors again. He was very gracious and came out to look at our problem, and he didn't even charge us for the visit, since he was in the area. He described several problems, but could not actually repair them (we are not sure why - seems like minor renovation/adjusting tracking would be something he did regularly). We could not be home when he came by, but he described the issues to my wife on the phone. She did ask if the door was under warranty, but he explained that our negligence likely caused the damage, so, no. She took notes about what was wrong and planned to call him after Christmas to order a new door. The conversation was polite and gracious on both sides. One of us should have been home to talk to Dave, see exactly what he was describing, and then follow up with how he could fix the issues. I called Dave today to ask more questions about the door quality and to clarify that we did not re-program the tracking, as my wife speculated we might have done. We also needed to order a new door - we were planning to use Ace again. This was our third conversation with Dave in about a month - we have not been harassing him or calling with demands. Another lesson for my wife and I is to have one of us follow a project through, so that communications are consistent and clear from start to finish. I will admit that I was a little irritated when I spoke to Dave today - the door we purchased two years ago was subpar, and I felt he should have been able to fix the tracking problems, instead of just describe them. I also asked about a warranty on the door, and that's when he snapped. He got defensive, started interrupting me, accused me of lying to him ("your wife said...!"), and then hung up the phone. We have years-long relationships with local contractors who can vouch for us as good customers, just as Dave has a pretty good track record with customers. His two worst reviews are related to subpar materials two years after a job (our issue with the door we bought), and to poor communication (yep). Based on our experience (and other reviews), if you are going to use Ace Garage Doors, select a sturdy, high-quality door to be installed. It appears that Dave is more likely to get angry if you have to call him back after initial installation. One test of a person's character is to see if he can take responsibility for his actions. We take full responsibility for testing Dave's patience for the reasons listed above, but I am floored at how rude he was on the phone today. We hope Dave finds some peace in the New Year. Mike and Myra Elder

They did fantastic work. They are very professional fast and clean. The job went very well. I would highly recommend them to anyone looking to have garage door work done.

I'm having problems with the first door I purchased from them. They came out to look at it, I was still having problems with it, but now they won't come back out.

They made time in their schedule the day I called. The replacement door needed to be ordered, but once it arrived, they were quick to install it. Very professional and provided a quality replacement door.

Ace Garage Doors returned my voicemail in a timely fashion, scheduled an appointment to come look at and quote the job, and came back to perform the work upon the agreed time and date. The reason for the less than stellar review is the quality of materials installed. The clasp(s) were likely straight from one of the local 'big box' stores and cheesy quality (zinc plated pot metal). They did the job in a very efficient manner, but I felt I overpaid considering how little time it really took and the sub-par wares used.

We got several quotes from other reputable companies on Angie's List - Ace Garage Doors were well below other quotes. It is an odd size door (9' by 7'6"). They came out for the estimate the same day that I called. A couple of days later, we had a problem with another garage door opener. I called them, and they came out again to look at it for me - the same day. (That was a 20 minute drive one way for them.) Even though the opener was a brand they did not sell, he told me what was wrong with it, and even offered to see if he had an old part we could use. I found one online, and they offered to install it for me - for free - when they came to replace the other door. They came to replace the door at exactly the time we agreed upon, and were extremely efficient, courteous, and cleaned up after themselves. They showed me how to work the new remotes and the door. And installed the replacement part on the other opener. It was a great job. We will definitely call on them again for any garage door needs. Fantastic team.

They showed up exactly on time for both the estimate and the work. Not only was their work very professional, they also replaced all of the old rails and installed new torsion springs to replace the old extension springs, which work beautifully. They also replaced the old door seals around the door jambs to ensure a tight, weather seal. I couldn't be more pleased and am still amazed at the low price they charged to do all they did! I would definitely hire again and will highly recommend them to anyone needed garage door work done.

They made the appointment for the estimate the day after I called. They were prompt and were able to present me with the estimate and several brochures for different door options. We initially opted for a door with glass inserts but had to wait for our contractor to finish some framing work in the garage to set a date. I called them a week later to let them know we decided to go with no windows which they indicated wasn't a problem and adjusted the estimate accordingly. The contractor removed the old garage door to complete the framing and Ace set up to install the new door the day after. They were prompt and worked quickly installing the new door and tracks, removing the old garage door opener and installing the new one with new remotes and a new door keypad. I left them at the house while I worked. They called me as they were finishing up so I could meet them to review. They went over everything with me and were on their way in about 15 minutes after I arrived. They cleaned up nicely after themselves and hauled the old door and parts away. Excellent service. I really can't stress how positive this experience was. I would not hesitate to use them again or to refer them to anyone needing their services.

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Quiet but friendly, professional, and courteous.

They came out the same day I called to assess the problem. Offered an affordable solution and ordered it. Came back a week later to fix it. Polite. On time and called before they came for installation. No surprise charges. I got exactly what I wanted and it only took them an hour and 20 minutes to install an 16x7 garage door. Would recommend to a friend!

A crew of two arrive on schedule and re-rigged the door activation.  They then lubricated springs and tracks of both doors and walked me through the programming and maintenance.

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Called to confirm before coming. Arrived on time. Took less than 30 minutes. Cost aligned with estimate. Took time to correct another issue they found while there at no additional charge.
Wonderful experience!

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• Responded to my call, came to my house and made the repair, all in under 3 hours! Would definitely hire again.

I could not have asked for a better experience.

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Called for an appointment to have the garage door looked at.  The company took the information and gave us a quote.  They came the same day and repaired the springs.  He checked our opener and tightened the chain as well.  We are very pleased with the service we got. 

David was very responsive and actually came out for a free estimate the same day that I called. Once he arrived, he looked the existing door over and produced a brochure of the types of doors he installed. After I picked the style of door and color I wanted, he gave an estimate and I agreed to the price. He ordered the door and in about one week he returned exactly when he said he would (~9:30AM was the agreed upon time). They had the door replaced and were gone by 12ish and did a fantastic job! Both he and his assistant David were very professional, respectful, and courteous. At one point while I went down to check on their progress, I noticed they were having to walk around some items in my garage that I had unwittingly left in their way making for an awkward work path. While I wouldn't have minded at all if they had moved the items to make a clearer path, you could tell they were going out of their way to ONLY touch the door they were working on, which was a great sign of trustworthiness in my eyes. If I ever need another garage door I will call Ace Garage Doors before anyone else!

Call first thing in the morning.  Explained what was needed.  Gentleman asked for the details that provided him the knowledge of what was needed.  Promised to fix the problem later that day.  Repair man called and gave a time he was to arrive.  Arrived on time with a helper.  Was knowledgeable, professional, courteous and timely.  Price was very reasonable.  With the holiday weekend I figured we could not get the door fixed until next week but was done in a timely manner.

Was easy to contact and set up appointment for following day.  Arrived on time and with a helper to assist him.  He verified the torsion bar did need replacing as I suspected and quoted $160 for the work which I thought was pretty reasonable.  Only took he and his helper an hour or 2 to take down old bar, replace with new one, ensure everything worked properly, clean up and go. Would definitely use again for future garage door issues.

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