Pro-Master Garage Doors Service

Originally contacted Pro-Master to repair a broken spring. Technician broke original opener when trying to open door using opener. Ordered new opener with delivery/installation to be 3 days later. After 2 reshcedules by the company, technician installed new opener only to find it did not work & had to remove same. On next rescheduled date, technician arrives & states he is there to inspect/adjust the opener - surpirise - none had been installed & technician did not have one with him. Now rescheduled for another date. Manager was difficult to contact as well & there is no info. on their web site to contact superiors.

The guy came 15 mins after the time window they gave me (9:15pm) - and was in such a hurry that instead of taking his time to even talk to me about what the problem was, just began telling me what he thought the problem was. First the circuit board of the garage door opener - he fixed that and then said my sensors are gone - fixed that then said my springs are gone - fixed that and then got to the actual problem which was that the door was getting physicall stuck at one of its arms (and of course i had kept telling him all the while that he was fixing these other things what the real problem was).
By now we are an hour into this and he is increasingly visibly getting frustrated and angry - he is swearing, pushing and shoving the door. When I asked him if was ok he apologizes and informs me that he has been working all day without food and that he is just hungry. By this time my door's swivel arm is broken which he says was broken all along and THAT is what the problem is (So why did he fix all the other things and if it was already broken then why did he not see it broken when he began working on the door). He informs me that I jsut need to get a welder to fix it and everything will be fine. When I asked him to remove all the ridiculous springs, sensors, circuit board he got angry again, threw things around and swore - all the while apologizing to me too that he is just tired and has had a long long day and the last day of the job is always the most difficult one. I paid him to get rid of him and his whining.

The next day I call the people at the office and the supervisor there curtly informs me that they are not in the business of breaking doors. After a lot of patience and diplomacy in the face of being hung up on, CSR's arguing with me, the supervisor being obnoxiously rude, she finally agreed to send a field supervisor out to the house to look at the garage door.

But she tells me that the field supervisor was away on vacation and wont be able to get there for the next 3 weeks. In the middle of winter, I park my car outside my garage because now the door not only occasionally gets stuck but is completely broken and i cant bring anyone else to fix it because i am waiting for pro-master garage's field supervisor to come out of his vacation.

I call them 3-4 weeks later and now the line is that he can only come during the day. Since it is a busy time at work i cant take time off from work on the day she suggests. The next day that she has available for the field supervisor is 4 weeks down the line. When I remind her that I am the aggreived customer here, she tells me that I am the one being unreasonable and inflexible and that she doesnt need to send anybody out. She hangs up on me (again). By this time I was too exhausted to deal with them and realized that they were just a sham of a company and nothing else.

I set out to get estimates on replacing my 16' garage door.
I called 3 companies to get the estimates.

[company 1 -ed] - They said they would call me back to arrange a time for an estimate and I never hear from them again.

The second company I called I cannot remember who it was but also no call back.

Then I called Promaster and they where very helpful.

Within a couple of days a very nice salesperson came to my house with a portable showroom. She looked at the old opener a Sears 1/2 HP and said this was a good unit and I told her it was only 3 years old and had been unhooked for most of that time because of the condition of the old door.
I told her I wanted a double sided insulated steel door with no windows and she said that was a good choice no sales pitch. I signed the estimate, set up a date and that was it.

The Installer showed up on time. Took out the old door, track and hardware and loaded it on his truck. He installed the new door with my old opener and said the opener worked fine. At one point he even asked me for a broom so I swept the floor for him.
He put a weather seal around the exterior of the door so last night I went out in the dark and turned the light in the garage on and I could not see any light showing through to the out side.

The door runs smooth and quite, everybody I delt with at Promaster was helpfull and professional. I would recommend Promaster for a new door installation for sure.

Steve J

I originally called this company from the yellow pages because my opener was not functioning. As luck would have it the thing starts working as I attempt to open the door for the service tech. He then proceeds to tell me that everything about my door is wrong - wrong size springs, cables about to snap etc. Forgetting the door had operated just fine for the past 16 years I decided to let him go ahead with the work - not thinking !!! to ask for an estimate - well how expensive can these parts be. BEWARE - $600.00 I've checked around and I estimate about a 300% mark up and they are not the best quality. By the way the ad in the yellow pages offers $20 off the springs and the technician said that they give seniors a discount, when asking for that I'm informed it's already be taken off - you do the maths. Don't be fooled shop around and learn from my mistake

They were very professional. They had a show room that was helpful in looking at the various products. They were very knowledgeable about products, punctual with estimate and installation. The staff was great and the work exceptional.

Had to get a cable replaced . I felt the technician was pushing for me to buy new hardware unnecessarily...a pair of drums(nothing wrong with them)a pair of metal brackets ...to pad up my bill ! He said my spring is the wrong type too and would probably have me change it too except I just got it replaced 2 years ago. And the rollers...he said I should change those too. I certainly wouldn't recommend this company to anyone! Beware of Pro-Master .

The repair person, Andrey, was very unpleasant and snarky to deal with. When the job was finished the door was very difficult to bring down. My wife can't close the door, it's so heavy. When I phoned their office the next day, I left 2 messages with the secretary for the complaints person, Salma. This person never returned either of my calls. This company is obviously a grab the money and run outfit, with no customer care or service. Don't use them!

I have a garage door that is not level and gets stuck very often. I called Pro-Master and two young fellows show up. They insist the problem is the spring and the rollers. I know there is nothing wrong with the spring. So, I let them replace all the rollers only. They also apply plenty of silicone lubricant. The garage door seems to be quieter. Total cost is $358.05.

Few days later, it gets stuck again. I call Pro-Master. The reply I got is that they can send someone to take a look and it will cost me another $65.00.

Looks like a big work but Sam fixed it well that you cannot tell if it was broken in the first place. Then my husband painted it and looks like brand new garage door.

Cost estimate $200 to replace springs, but final cost was $400.

Although this outfit quotes a low price over the phone, once on site, they recommend replacing almost every piece of hardware on the door. On-site the serviceman recommended that all the rollers, cables and pulleys needed replacing as well. I said fine. Then a few minutes later he calls again, I was at work, and says the bar and brackets need replacing as well. At this point I became suspicious. I know I paid about $800 for the door 20 years ago, which is wood, including hardware and this guy is telling me I need more than $500 in parts. I told him not to replace anything further, complete the job and leave.

After checking the web I found that he overcharged on the parts by up to 300%.

Although I called the "Broken Springs Garage Door Specialists" the
service company was Pro-Master of 5035 Timberlea Blvd, Mississauga.

I know the job looks difficult for the DIY handyman, but it only took the experienced serviceman about 30 minutes to replace the springs. Keep that in mind when estimating the cost should you need this service.

Also, he also asked to use the washroom in the house, asked that my 77 year old father not watch him, and later I found a "Pro Master" sticker near my where I keep my tools in the garage, nowhere near the door. A week or so later I couldn't find a new bag of salt I had bought. Who knows what else is missing!