4 Customer Reviews
Review from Richard B
2 stars03/05/2024
I contacted Cardinal Door in late February 2024 because the garage door opener they had installed a few years ago was lurching upon opening. Prior to calling, I had manually tested the door going up/down with no issue. While unattached, the opener was cycled up/down. Going up there was an noticeable lurch. The service tech responded within a few days; no complaint there. Unfortunately, when running the same diagnostic there was no issue. It should be noted that temperature differences for the two test days was significant. Temps on my test were in the upper 70s; the day of service temps were in upper 30s.Tech proceeded to lubricate the hinges, torsion springs, and the rail curve (where the garage door becomes horizontal). All told, he was here 20 minutes. The charges, however, were outrageous. First there was a fuel surcharge, then a fee for service call, lubricant costs, and finally labor. All told the cost was $264 just to spray some lubricant. I called Cardinal Door to complain and was told someone would call me back to discuss. To date I've not heard from them. My complaint is the excessive cost. The fuel surcharge should have been incorporated into the service call fee and the service call fee does not cover any part of the call other than showing up. I have had appliances serviced for less than $100. Service fee is too high As to the labor cost, I was originally told that it was for 1 1/2 hrs, then told that there is a minimum charge for preventive maintenance. I was not informed of fee schedule prior to action being taken. Had it been known, I'd been on the hook for the service call but not the high labor and materials.
Cardinal Door Response
03/07/2024
Cardinal Door is aware of the customer concern noted above. There was confusion as the call initially came in as a service call and not a preventative maintenance call. Upon arrival, the technician could not duplicate the concern. He then performed preventative maintenance in an effort to provide optimal operation of both the door and operator, which all function correctly at the end of the service provided. The customer signed the work order and paid without issue.
Being an accredited Internation Door Dealer and employer of Union Certified Technicians as well as a Brick-and-Mortar location our fees are in alignment of those in the region. We are held accountable by the aforementioned and have been in business for ************************************************** alignment as a professional provider of service and installation by certified employees. We are in business to provide a solution to our customers' needs at an industry set rate, correctly the first time. We value our customers' and understand without them, there would be no business.
Our standard Service Call Rates are $119 Service Call/Show Up Fee, Fuel Surcharge $8 (which fluctuates, the reason not being included in the service call fee), Lube charge $12 if used and labor at $125 per hour- charged in 30 minute increments of $62.50.
Our Standard Preventative Maintenance Rates are $119 Service Call/Show Up Fee and $62.50 per opening including door and operator.
We serviced two doors and two operators for this particular customer which would break down as $119 Service Call Fee, $62.50 x 2 totaling $244. The customer was charged and paid $264. On 2/29/24 a credit request was submitted for $20 and will be mailed to the customer address once processed.
As a courtesy for the confusion, we would like to also extend the next PM service at 50% discount to be used in 12 months. We apologize for the confusion and would prefer to remain in good standing for years to come.
Review from Naomi P
1 star11/25/2022
Ive been dealing with this company since August 2022. It is now the end of November and the job still isnt completed. 1) They missed the first scheduled appointment. 2) They were 4 hours late to the second scheduled appointment. 3) Job was done sloppy and incomplete. Hardware was bent exposing screws that could have resulted in a break in. 4) A door latch was broken in the process and the company says it will cost me over $2000 to fix it. 5) when they finally got around to rekeying my locks, the key would not dislodge when the door is in the locked position, leaving the door to my business open for over 3 days. I should have checked behind the guy, but trusted him because he said he double checked. My patience has truly been tried concerning this company. I really wish I would not have went with them. I am now sitting guard in my basement waiting on their locksmith to call me back to see IF he can come to fix the lock they were supposed to fix three days ago. This door has been unlocked for three days and cant lock. I am so disgusted.Review from Phyllis L
5 stars06/21/2022
They managed to fit us in on the day we called about our broken torsion spring. Great service and price.Cardinal Door Response
06/23/2022
*******, thank you for taking the time to let us know how we're doing. We appreciate your business and are honored to assist!Cardinal Door Response
06/23/2022
*******, thank you for taking the time to let us know how we're doing. We appreciate your business and are honored to assist!Review from lyle b
5 stars01/13/2022
I had a broken tension spring on my 16' garage door. I called another company and they sent out a repairman who did not have the material to do the job. I contacted **** at Cardinal Door. She had one of her service men (*****) come out. He was there within 2 hours of my call. He had all of the material needed to make the repairs. He explained to me every step of the repair and why the spring had failed. He replaced it with upgraded springs. He did a complete door inspecton and found that the cable brackets on both sides of the door had rusted through and were in danger of failure. He ordered the parts and came back the next week and replaced them. I have worked in maintenance my entire life and I know a quality craftsman when I see one. I would rate ***** as one of the best. From quality workmanship to reasonable prices, you cannot go wrong with this company.Cardinal Door Response
06/23/2022
Thank you for taking the time to let us know how we're doing. We appreciate your business and strive to provide excellent customer service as well as exceptional technical experience. We are honored to solve your needs efficiently!Cardinal Door Response
06/23/2022
************, Thank you for taking the time to let us know how we're doing. We appreciate your business and strive to provide excellent customer service as well as exceptional technical experience. We are honored to solve your needs efficiently!
Customer Review Rating
Average of 4 Customer Reviews
Contact Information
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.