JG
2026-07-02
I sent a service request through the website because I have a minor issue with (what I thought was) the trim of my garage door. I received a text asking some questions, answered, and booked an appointment for the next day and took a half-day from work to stay home for the appointment window.
My appointment was canceled during the appointment window because the technician was supposedly injured. I rescheduled for the next day and took another half-day to stay home for the new appointment window.
The technician arrived, but told me that the problem was with my door framing, not my trim. He then told me that he couldn't recommend anyone to repair the framing, but that he would have to charge me an $85 service fee. The website does not indicate that there is an $85 service fee, and this was never mentioned when I booked my appointment. The technician was here for 5-10 minutes total (this is at minimum a $510/hr rate just to tell me that they don't fix the thing that I needed fixed). The company did not verify that the problem was actually with the "trim" (e.g. they didn't ask for pictures or anything) when booking the service, but apparently that is my fault. The technician was supposed to e-mail me some notes, but he never did.
I called the next day to ask if I could have the charge refunded because it is not disclosed on their website and was not disclosed when I booked the appointment. They told me the fee is disclosed on their website. I told them that I couldn't find it (I looked again, I still can't find it - see attached photos of their website). They responded that I was told that there was "$85 off any repair service", which corresponds to the service fee. It is true that I received a text saying that, but it did not say that there was a base $85 service fee (see attached photo). I told the person on the phone this, but they doubled down that it was my fault and I should have known that the "$85 off any repair" promotion offer meant that there was an $85 service fee. The person on the phone was adversarial, misrepresented what the technician did/told me, and eventually hung up on me because I got frustrated, cut them off, and told them I would dispute the charge with my bank.
This is a very deceptive practice. If the website or text had clearly indicated that there was an $85 service fee for just showing up, then I would not be upset. However, the service charge was not clearly communicated and now I am out nearly $100 after taxes and 2 half-days at work because I confused the "framing" of my garage door with the "trim". I am not a garage door expert. That's why I called this company in the first place. Their website says "When it comes to garage door troubleshooting, we can fix it all." Apparently, "we can fix it all" does not include garage door "framing", and they'll charge you $85 (plus tax) to come to your house, tell you that, and then leave.
To be clear, if they had just clearly communicated that there would be an $85 service fee, then I would not be writing this review. I don't have a problem with paying a service fee as long as I am informed up front about the cost. I have worked with other companies that have service fees, and they all disclose them clearly up front. I have worked with other companies that give free quotes and do not have service fees. Either way, this is the first time that I've been surprised by a service fee.
Edit: I originally posted this as a 1-star review, but Tausha reached out to me today, apologized for the situation, and offered to refund the service fee. She was very amicable, and I appreciated the gesture. I have updated the review to a 3-star review.
319-364-5400
