Austin H.
1 STAR — $836.20 FOR ONE SPRING, GARAGE DOOR LEFT UNEVEN, FIVE CALLS, ZERO MANAGER CALLBACKS
This review describes my experience through September 30, 2026. This service took place at my home in the Austin, Texas area. I would strongly recommend thinking twice before using Bill’s Family Garage Door. On July 27, 2026, I called because one of the four springs on my garage door had broken. They sent a technician to my home late that evening. He replaced one spring, and I paid $836.20. My receipt documents the charges as: - $375.00 labor - $385.00 for one spring - $76.20 service fee - Total: $836.20 The next day, I walked into my garage and immediately noticed a problem that had not existed before the repair: daylight was clearly visible underneath one side of the garage door. The door was no longer sitting flush against the garage floor. In order to replace the spring, the technician had to work on the torsion/lifting assembly. After the repair, one side of the door was sitting higher than the other. Whether the issue involves the cable, drum, spring tension, or some other adjustment is not something I should have to diagnose. The door was not like this before they worked on it. It was like this immediately afterward. I paid a professional garage-door company $836.20 to repair my door. I should not have to diagnose or correct a problem that appeared immediately after their technician worked on the lifting system. What has made this experience significantly worse is what happened afterward. I have called Bill’s Family Garage Door FIVE TIMES trying to get this corrected. I have spoken with Max, Anne, and other employees. Each time, I have been told essentially the same thing: “A manager will call you back.” After five calls, not one manager has called me back. Not once. I wasn't initially demanding a refund. I wasn't asking for anything unreasonable. I simply wanted the company to come back, inspect the work its technician performed, and correct whatever caused the garage door to stop sitting properly against the floor. Apparently they were able to send someone to my house late at night, perform an $836.20 repair, process my payment, and collect the money. But when there is a problem with that repair, five phone calls are apparently not enough to get a manager to return a call. The receipt I received does not identify the company at the top as Bill’s Family Garage Door. It is generically labeled “Garage Door Service.” For me, the most important issue remains very simple: $836.20 paid. One spring replaced. Garage door left uneven afterward. Five follow-up calls. Five promises of a manager callback. Zero manager callbacks. A service company's customer service is not really tested when everything goes right. It is tested when something goes wrong and the customer gives the company an opportunity to correct it. Bill’s Family Garage Door has now had five opportunities. At this point, they have had more than enough opportunity to address the problem. Based on my experience, I absolutely would not recommend this company.