Welborn Garage Door Inc

DISGUSTED with this company. I will never use them again. Please beware of their "good" reviews. They offer customers coupons for $50.00 off a subsequent visit for writing them reviews on Yelp and Google! Notice all of the company responses are always defending what they did. None of the responses from Welborn are ever accepting or admitting any responsibility for the reviewer's complaint. I called Welborn in Dec 2016 because my garage door was being noisier than it should when opening. The folks on the phone were friendly and sent a techn out to do a an inspection and tune up. My first complaint is that their technsdo not show up in company labeled trucks or anything to indicate who they work for. The tech who came out was literally at my house less than 15 minutes. I do not feel he did a thorough inspection of my entire garage door and motor. He quickly knocked on my door and said everything looked great, and that the only thing he'd recommend is new rubber rollers for the door. He said the rollers I had were lower quality and installing rollers would put less strain on the metal track. I knew this was most likely an unnecessary up-sell, but I trusted the tech when he told me nothing else was wrong and decided to pay for the rollers. He literally installed them within a few minutes and left my house. This visit cost me over $150.00 for less than 15 minutes of work and some cheap rubber rollers. Next day, I called Welborn back and let them know the door was making more noise than before the tech came the 1st time. They sent the same guy a 2nd time the next day and he admitted he had tightened / adjusted one of the metal tracks too much. He adjusted it back and left (why didn't you check to make sure it was right the 1st time)? Around 1 week after the 1st two visits, my garage door would not fully close. Since Welborn techs were just at my house saying everything looked great, I figured maybe something was wrong with the safety sensors. They send a new tech named Vester out to look at everything on 12/17/16. Vester did spend a little more time than the first tech. He sprayed some lube on all the hinges and did some sort of adjustment to the spring mechanism, played with the wires on my safety sensors and pronounced everything was fine! I was charged $35.00 for a "safety check" for this 3rd visit, even though I'd originally paid over $150.00 for my 1st visit 1 week before. On 1/15/17, I came back from an overnight trip and my garage door wouldn't fully open. I called Welborn on Sunday 1/15/17 because the sticker their tech gave me says "24 hour service." I explained my frustration that a tech had been out 3x to the receptionist, and she said that this was their after hours line, and that to have someone come out that day, it'd be a 45 dollar 'emergency' charge + parts/labor. I decided I'd wait to see if she could send someone on 1/16/17 at 5:30 PM and requested a manager call me back Monday morning. On Monday 1/16/17, Welborn did not call me back. I had to proactively call her and she said they'd been "busy." She told me she could not schedule me for 5:30 PM and would send someone on Tuesday, 1/17/17. She also said a manager would call me within the hour to follow up. Their "management" never called me within the hour. I had to call them again and request to speak with a manager. They connected me with a mgr named Ryan, and I explained my frustration their techs had been out 3x within a few weeks time and that I was now having to take off work a 4th time just to be there for them to come fix the problem. I explained to the mgr Ryan that I was frustrated the techs seemed to do a rush job and were supposed to be inspecting things, but that instead, I had more problems SINCE Welborn started coming than I ever had before they showed up. Ryan and Welborn don't understand the meaning of CUSTOMER SERVICE and the customer is right. There was no sympathy for my time off work, the money I have paid them, or the numerous visits they had to make to my home. Instead, I felt I was being accused as the customer for simply holding them accountable to do their job properly. This is terrible customer service. The tech did show up as promised on Tuesday, 1/17/17 to look at my door again. He told me the spring broke and quoted me $405 AFTER a $50.00 "discount" to fix it! Labor for this was a whopping $199.00 of this charge. I UNDERSTAND parts do fail and the techs don't necessarily know what's going to fail in the future. HOWEVER, if they came to my house on 3 prior trips to "inspect" the door, shouldn't they let the client know something like "everything looks OK now, but your springs are older. Keep in mind those might need to be replaced soon." I would rather them be HONEST and tell me things like that so I can plan my budget knowing something important to the operation of the door might fail due to old parts. Had they told me this type of info during the 1st trips, I wouldnt have wasted $ on rollers! I called Plano Garage Door after getting Welborn's quote for the spring at $405.00 AFTER their "discount." Plano Garage Door sent someone out the same day to repair the spring for me. Their tech showed up on the dot as scheduled with only a 1 hr appt window. He came in a company marked truck saying "in business since 1977." Plano Garage Door completed the repair for me today for $50.00 less than Welborn's "discounted" price. I have to wonder what would have happened had I done more research and called Plano Garage Door to begin with. Much better service and I will NEVER use Welborn again. I have already told friends not to use them b/c if you don't have a customer 1st mindset in today's market, you have nothing. I only called Welborn to begin with because my HOA sent an email out recommending them, so I trusted the HOA without doing any reviews. I have let our HOA know not to continue recommending them so hopefully people will be able to avoid the experience I had with them! Delete review

greatttttt

Perfect. Tech arrived on time and got the job done fast.

Overall, excellent customer service and prompt service.

unknown

The tech immediately found the problem. Because the door was from a customized company that Welborn did not cover, he gave me a phone number to call out to. And was on his way. I was very, very impressed that he did NOT charge me for his time.

Excellent work. I have lived in this old house with a garage door that has given me fits over the years and have had two other companies come and "repair" the door. This is the first time that I believe the door has actually been repaired. They were responsive, professional and the price for knowing the door has actually be repaired was reasonable. I would use them again and would recommend them if asked. Joan

Great! So thankful they were able to get out the day of and get it fixed quickly.

Very courteous and professional service. Will use again.

It was great. They did a great job. They actually came, aligned the door and lubricated it, it was like it was going to fall apart, but by the time they left, it's virtually silent, so I was extremely pleased. He was able to not have to buy another sliding or parts, he gave some recommendations if I wanted to, but he didn't pressed it and which I appreciated, then like I said he's done probably may be an hour and I'd say that's a bargain. I'd give him top grade. I would use them again even without the coupon.

Excellent experience with technician punctual, flexible on re-schedule and very competent in diagnosing and correcting problem.

They showed up early, were very friendly and got the job done with no issues. It was a full dismantle of the old stuff, and a new install of everything down to new rails. They took all the old stuff away and I was left with a smoothly working new door and super quiet opener :-)

Great job! Will definitely use them again

Very well. The tech was very informative, patient and answered all of my questions thoroughly. He explained a lot of stuff about my garage door that I appreciated knowing. Will definitely use them again.

Great. They were very nice, quick in their work, explained everything to me and they hauled off the old door. Love the new door, super quiet!

They are not trusting the customer.. why I need to lie

 

He was very thorough and explained my options on replacing one or both springs as well as the cost. I ended up replacing both springs since it would have been an additional labor charge if he would have had to come back and replace it. I didn't feel like I was being upsold but was given a very honest recommendation. After replacing the springs he then completed the tune-up of the garage door.

Great! Fast and courteous. Honest

No call no show

unknown

In about 5 mins he told me what I had kind of suspected, that the door and opener needed more work than a tune up at a cost of probably close to just getting new for both. He answered all of my questions.

The technician removed the old door, loaded it in his truck to haul off, and installed a new door. He cleaned up the installation debris before leaving.

Awesome! So fast and easy! Very professional! Great price!!!

Did a great job.

Arrived on time. Very friendly and professional. They could have tried to sell me a new garage door but instead did the right thing by just fixing the problem. Pricing was quoted up front. I went ahead and had the rollers replaced since they were 15yrs old. He noticed that the spring was getting rusty and sprayed it with WD40 twice. Told me to spray it again in 2 days. This will extend the life of the spring.