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September 2024 by Kathy S
Recently, my husband called Suburban Garage Door Services to schedule an appointment for someone to come out and fix our garage door/opener. The appointment was set for Thursday morning. As the day progressed, what should have been a straightforward task turned into a frustrating ordeal.
Around 11 am, my husband called to inquire about the arrival of the repairman. The response was disconcerting; they did not know when he would arrive. This uncertainty stretched over the next few hours. At 1 pm, another call was made to check on the repairman's status, and yet again, there was no clear answer.
By the time we made our third call, it was well into the afternoon. Finally, at 3:20 pm, the repairman arrived. The entire episode had already marred our day, and having to wait over five hours beyond the expected time added to our frustration.
The repair itself took an astonishingly short period of time—only 7 minutes. Despite the brevity of the visit, we were charged a service fee of $125. When we expressed our displeasure about the delay and the steep fee, especially considering we had been expecting the repairman around 10 am, the response was dismissive. The repairman remarked that we should be pleased it was only $125, as Suburban had new owners and service charges were on the rise.
This experience was particularly disappointing given our longstanding relationship with Suburban. Our families have relied on their services for years, appreciating the personalized touch of what was once a family-owned business. Unfortunately, it seems that with the new ownership, the values and customer service we once admired have significantly deteriorated.
We reached out to dispute the $125 charge, emphasizing the inconvenience of having to wait an additional five hours. However, the dismissive attitude of the repairman and the lack of a satisfactory resolution have led us to conclude that Suburban Garage Door Services no longer prioritizes the customer experience.
In light of this, we have decided to seek garage door services elsewhere. It is disheartening to see a trusted, family-owned business change in such a way, but we can no longer support a company that does not value our time or loyalty.
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August 2024 by Jade Henckel
Consider another company. Charge a lot for service fee ($125?), didn't even fix properly, left hand prints everwhere and didnt quote. Called and were very rude over the phone.
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June 2024 by Sam Wildt
About week ago, I had them come out to give me a quote for 2 entry doors and 2 storm doors, they did all the measurements, the next day they called and he said he was having difficulty finding storm doors for my project, which baffles me as you are a door company. Anyways I have received quotes from 2 other companies with no issues. Makes me think they didn’t want this job, oh well you lost on a potential customer
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May 2024 by Michael Roedding
Very rude and disrespectful the whole office from people that answer the phone to the service techs they send out very argumentative and combative anytime I tried to speak cut me off very aggressive I wouldn’t recommend this company at all
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November 2023 by Karen Everingham
We have worked with Suburban Door for many years. They have always been kind and courteous. The gentleman on site has been very knowledgeable about our door but didn't try to push us into buying a new door right away.I'm glad to see that you are still providing good service as you did 10 years ago.
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October 2023 by Martine Vartanian
Came out to replace our garage door and was simple and easy. Took the time to answer questions, show styles and explain differences. Gave 3 quotes for 3 different doors and we had time to pick. Never pressured. Installation happened within 2 days and was wonderful. So easy to reach an actual person too. Very happy!
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September 2023 by Alex Dickinson
Not a smart idea for driver with company name branded on side of van to be flying down road by elementary school at pickup time. Holy hell. I know I’ll never use or recommend them for that stupidity!
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September 2023 by Derek Wenzel
Excellent service. Very professional. I’m very happy with the work they performed. Door looks great too. Definitely recommend.
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September 2023 by blz2049
I have used Suburban in the past. They always provide prompt and excellent service.
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September 2023 by Kip Smith
Great people. Definitely see them for your next door!
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September 2023 by Denise Dlugosz
You guys are awesome!
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September 2023 by Point Credit Solutions
Suburban Door Company is a pleasure to work with!
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September 2023 by Glenna Drennan
The Sasse family always takes care of customers.
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August 2023 by S. Koep
Talk about 1 disorganized bunch of people. The guy named Steven come out gave me an estimate on a entry door. He tried charging me $80 for a deadbolt and a regular door lock. I said I'll use my old door lock but give me a deadbolt. Finally a the door comes with NO deadbolt and the installer had the lock but no holesaw. After 2 days of waiting for them to contact me which never happened. I spoke with Julie and explained the situation. I said just put the charge back on my card. She's like well we can put a lock on , I said that'll be a pain having 2 keys to enter. She said they can rekey. Here comes Steven again, I asked him about it and he wanted to charge me for the rekey. Now I've got to wait another day for that to be done.idiots!!!
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July 2023 by P M
Call to have a garage door opener repaired. When given the time I asked if it was possible to give me an hour since I was helping my parents out. The older man that I was speaking with was very rude and condescending, repeating the time they could come out otherwise, ma’am, we’ll come out between 12 and four never answering my question. When I called him out on how rude he was being to me, he paused, and then repeated, do you want us to come out between now and 12 or 12 and four? Again never answering the question. This is not the first time this is happened I like giving people second chances and sometimes third. this is the third chance and the third time I did not go with them they get no more chances I will not spend anymore time with this company. All he needed to do was take a breath. Apologize and tell me no ma’am I’m sorry we can’t give you one hour leeway, but he couldn’t even do that.
