The Door Company

A door was installed, then became broken. Charged me full price for the service and parts to do the repair. Customer service staff have no service skills. Just a very disappointing service all around. Would not recommend. This was the THIRD door for a different residence and it will be my last. I will be using another company in the future.

Poor experience with their booking services. They said they would give us a call back and a quote for a minor repair to our garage door (took 15 minutes onsite to replace a cable and level the door).
They never called back, but a technician showed up and quoted us 20 dollars (roughly) to replace the cable. When we received the invoice they included the following charges;
- minimum service fee
- miscellaneous hardware
- fuel surchage
- lubricant
- cable replacement

We were not informed of, nor the amount of, a minimum service fee beforehand (which was $100 CAD), nor a fuel surcharge. There also wasn't any 'miscellaneous hardware' used during the repair either. The only item they affixed to the door was the cable. As for the 'lubricant' the technician literally sprayed a bit of an $8 dollar can of lubricant, and then charged us for the whole can itself. No, we didn't get to keep it either.

When I called about the minimum service fee, which we were not told about upfront, the central booking lady was rather combative, and offered to take 65 cents off the of cable price. I wish I mentioned the other issues too, in retrospect.

All in all, stay away from this company. They'll nickel and dime you, and charge you for things that don't even make sense. Don't be fooled by their 5 star google reviews. While some appear to be genuine, others are likely bots (these accounts literally only have 1 review associated with them, and no other activity).

If the Ottawa Door Company works to rectify these issues I'll update the review accordingly.

Great company, great products, looks fantastic, great service from everyone we dealt with and particularly appreciate individual advice on site. 2 garage doors and trim purchased. Iron Ore Walnut is a new fantastic colour.

Pay the extra for anyone else. Garage door install done incorrectly, issues with doors, contractors quitting and somehow this is customers problem. Rethink when buying doors from these knuckleheads. They do doors for Costco and are not good at all.

The garage doors were ordered at the beginning of July. At the time I was told it could take up to 8 weeks for installation. After 12 weeks there was no contact from The Door Company. I finally called in October, and miraculously they were just about to call me. Installation was scheduled for the following Monday. The installer was to arrive at 7:30 or 8am. At 9am with no word, I called and was told he was delayed. Once the installer arrived he realized that he had no ladder and asked to borrow one. This oversight resolved he worked diligently and professionally to remove and install the garage doors. As he was alone and had some difficulty performing all of the tasks, I assisted when requested. During the course of the installation process the door trim had to be installed, removed and installed more than once. Unfortunately, this resulted in a less than appealing result, with bent nails hammered sideways and flat onto the trim. The installation lasted into the evening and by 8pm the work was ended for the day. The installation was not complete. The door openers were not installed yet. Indicating he would return later in the week I waited for a call to arrange the completion of the work. The call never came. I called and the completion of the work and remediation of the problems with the trim was scheduled for Saturday. When the installer arrived on Saturday he did not bring the replacement trim. In the course of installing the garage door opener on the first door the installer dropped his tools damaging the door. Accidents happen. I accepted that accidents happen and understood from the installer that the damaged door section would be replaced. During the installation of the garage door opener extension on the second door the installer disconnected the garage door opener when the door was in the open position. He installed the extension and connected the opener to the door in the closed position. As soon as he tried to operate the opener, the opener tried to close on the already closed door. The door was bent, the door opener shaft was bent. While trying to figure out what was happening the installer chose to remove the safety bolt from the front of the shaft and operate the opener again. This bent the door more and broke the belt wheel at the front of the shaft. The installer promised that this door section, the opener shaft and the broken wheel would be fixed.

Now, over a week later the company has not contacted me to discuss the problems with the installation or plan remediation. My expectation following such a fiasco would be that the manger would have contacted me within days if not hours of the problems to discuss the issues and provide me reassurance that they would be addressed. If not the manager at least someone that would plan the corrective actions.

Instead, silence.

Had the company responded in a professional manner and addressed the installation problems, this review would never have been written. If at any point in the relationship the company acted to provide some form of customer service, particularly after the installation fiasco I would have been satisfied. Accidents happen. Problems on a job arise. How a company responds to those challenges is what is important. The Door Company fails.

I do have some hope, I purchased the doors through Costco Installation Services. Costco will intervene on my behalf if the company can’t get it’s act together.

I would recommend that you DO NOT USE THIS COMPANY. If you must use this company, only do so via a partner like Costco so that you are protected by a more powerful organization.

DO NOT CALL THEM FOR SERVICE. DO NOT BUY THEIR PRODUCTS! This is the first complain post I have ever written about a company because we were so appalled at this company. We received a Door Company garage door with our new home. We were under warranty and our garage door sensors stopped working properly. We called the Door Company and let them know of the issue and that we were under warranty. The service lady was very quick on the phone and quite rude. They scheduled a service call and the service worker mentioned that the issue was the sensor and went ahead to fix it. When we finished he provide us with a paper to sign that said it was chargeable. He would not leave until I signed the paper. I did so so he would leave our property. We called the company right after he left to inform them that this was under our warranty and should not be charged. The lady there said a service manager would get back to us. After repeated attempts by phone and email the service manager never got back to us. They continued to send outstanding invoices. We finally got a call from their accounts department threatening that they were going to send us to collections. We had to pay a bill for services we did not agree to and that should have been covered under warranty! We have submitted a complaint to the Better Business Bureau. This company is awful! They are unresponsive, rude and disrespectful. They just want to take your money. Be warned all!

We have a door installed through our Home builder that was under warranty with The Door Company, it began working intermittently and we called to have a representative come to diagnose the problem. During the initial conversation we indicated the door was still under warranty and we were told that the service call would be covered as we were still within our one year warranty period.

Fast track to the day of the service call, the representative fixed this issue (sensors) and then decided to go ahead and add some lube to the tracks (not required at all) and then proceeded to hand over a bill for all of the work.

At no point did the representative indicate a charge would be issued before completing any work like any decent person would. The representative handed the bill to my wife and she indicated there she was told no charges would be issued as we were still under warranty, the representative would not leave the property without a signature to sign off on the work. My wife was adamant that we were not paying the bill and the representative of the door company would not leave and eventually bullied her into signing the paperwork and she said she would on the basis that she believed this was warranty work and should be covered and to have him leave our property as she was quite intimidated by the representative and wanted him off our property.

Fast forward to 3 months later after we had been trying to deal with this through a number of different correspondences via email and phone that were met with "we will get back to you/we will call you back" and they now indicate we owe the money for the work or they will send it to collections. I was threatened with the fact that we "supposedly agreed to the fee in the initial call" and that they had a recording they would use against us to prove it, I called their bluff and asked for the recording, they then indicated they no longer had it... a very dishonest and untrustworthy company.

I would never recommend this company to anybody as they also require you to use them for Garage door opener installation and supply (which they absolutely gouge you for) otherwise they will void your warranty (which is useless in hindsight).

DO NOT USE THIS COMPANY!

Defective garage door was initially installed. Technician came back to fix it, which broke a few days later. Called to notify them that the garage door was still not fixed properly. They then refused to fix it, claiming that they already fixed it! Service is horrible! There are so many better companies out there. Save yourself the headache! Customer service and their quality of work is what makes a company great! Unfortunately, The Door Company fails in both of these categories!

Brief overview of our experience; unorganized and potentially unsafe installers.
We initiated a quote with the Door Company through Costco services and found that the price was comparable to other local companies. We went with Costco services as they were offering a 10% Costco cash back card as an incentive.
The initial site visit went well and install was scheduled for 8-10 weeks later due to their work volumes and the time required to obtain the necessary parts. When we were later contacted to schedule an installation date, we chose a date 4 weeks later due to some scheduling conflicts on our end. At this point we were overall still happy with the service. The install, however, did not go as well.
The installer arrived an hour late and just over 2 hours into the job he advised that he did not have all of the parts to complete the installation and would need to schedule another day to come back. We never received a good explanation from the company to explain why after 10-12 weeks the parts were not on hand, nor why they would have scheduled the install knowing they wouldn’t have the required materials to complete the job on that date.
On the second visit a different installer was sent, he was 2 hours late but was very apologetic. After reviewing the job called us into the garage. He seemed rather frustrated and explained that unfortunately he wasn’t going to be able to complete the install. He showed us how the original installer had made some unsafe shortcuts including using old parts from the previous doors and there was bracing missing. He did not have the parts on hand to correct this as it was not identified on his work order so he would have to reschedule a 3rd visit.
On follow up with the sales person he didn’t have much of a response and stated that without knowing the details he would have to defend the original installer as he was the ‘more experienced’ of the two. This concerned us for two reasons. The initial installer said he had the job prepped and ‘ready to go’ for the second visit which was supposed to be a simple install. However the job was prepped and lined up to be installed using improper secure bracing. At the very best if the first installer, the more “experienced installer”, wanted the job done right then he setup the second installer up for failure by not advising him of the parts and work he would need to finish the job resulting in a required 3rd visit. At the worst case the first installer was just expecting the second installer to complete the job in an unsafe manner. So in the best case the company is unorganized, worst case is they have installers that shortcut installs with potentially unsafe results.
Although the quality of the garage doors themselves seem good, our experience with this company left a sour taste in our mouth. The sales guy was unapologetic for our experience, offered no good explanation as to why it required multiple visits to complete the job, and gave some weak excuses to explain the overall poor job.
Very disappointed in this service. We also issued a compliant to Costco services but never had any follow up. This was a bad first experience with Costco services and likely would not use them again for providing sub-contractors.

yesterday the installer from the door company came to install our two new garage doors.
when he arrived he told me we would need some wood to do the job right that was not part of the quote,so i went and got $70 buck worth of wood and brought it back,then he told me the trim that came with the door was not wide enough now the wood was up to cover the wood so i would need to paint or have it capped.
the guy worked hard all day but in the end said he could not finish the job.
This has left us with 2 inoperable doors with gaps all around,also its within 3 feet of the main water supply for the whole house and if that freezes the damage could be in the high tens of thousands.
contacted the company and was sent a text the sales guy is going on holiday and another guy will call me.
This is A pathetic way to run a business.