DM Garage Door Solutions

I recently purchased a home knowing the garage door opener was broken. I managed to make it work for a few days on my own, but the best thing would be to get a professional to take a look. I called DM, after hours and left a message. I was surprised when someone quickly called me back and scheduled an appointment for later in the week between 8 and 11am. In the meantime I raised and lowered the garage door by hand.
On the day of the appointment, nobody arrived. At 11, I called and was told they were very busy, could they come at 3. There was no call to tell me they were running late. I’d already missed half a day of work, but, sure, come later. By 5 they still hadn’t come and had not had the courtesy to call and say they were again running late. I called and they apologized, and rescheduled for Monday morning «first thing», 8am, and promised me a discount (that I never received).
Of course, again, they were a no-​show until 11, 3 hours late. The installer, who was an owner, was very nice. However, he didn’t even bother to try to diagnose the problem. He was all to eager to sell me a new motor, install it, and move on. He quoted me $ 400. I looked up the part and found it was $ 225, and figuring his time and effort to install it was worth the premium, and I agreed.
15 minutes later after everything was apart he informed me that I’d need a new $ 75 rail as the current rail was not compatible, the holes were drilled in the wrong place. He had warned me this could be the case. Again, the part was $ 25 at home depot, but they are allowed to make a profit. Unfortunately, he didn’t have the part in his truck, and asked to come back the next morning. While I’d be out of town, he could finish the job without me. He assured me it would be done in the morning and he’d call. I gave him a check and he left.
The next day, Tuesday, I received no calls. My wife went over to check the garage after work and found the job appeared completed. While attempting to close the garage the door hit the frame of the house and went back up. It was misaligned. She couldn’t get it closed, and not being tall or strong enough to pull the emergency release, she had to leave it open. I called the shop and they said they were too busy to send someone to get the door to close today, and would look at it the next day. Really? The door is stuck open, you left a job having done sub-​par work, and you are too busy to come close my garage? I finally agreed to see if I could get a neighbor to go over and close it manually (I was out of town), and let them come the next day. They promised to call after they looked.
The next day, Wednesday, there was no call. I finally called them and, seemingly annoyed, after putting me on hold for 10 minutes, they informed me that the door was warped and I’d have to pay them to shave it down. No way! Before they touched it the door slid up and down just fine. I even had the old motor working for a few days. The only explanation is that when he changed the rail he slightly misaligned the door. In addition, if he knew this, why didn’t he call me when it was «done» and let me know. He just left, and, I’m sure, deposited my check. Meanwhile, the door is still stuck open. After arguing on the phone for 10 minutes, they finally agreed to send the owner/​installer back again the next day, Thursday, to see what they could do. Again, I was promised a phone call.
On Thursday, around noon, they called and told me it was fixed. I asked what they did, and the office manager did not know. She was very short, told me it was fixed, and that was the end of the conversation.
In Summary:
Missed appointments, no phone calls to let me know they were running late.
No troubleshooting, just eager to take your money and be done.
Office manager, while nice, is just a liaison between you and the owner/​installer.
The job was ultimately completed satisfactorily, and the door does work again, albeit after much frustration.
Update 1:
Friday I went to check the garage. It closed once, now it won’t close again. It goes almost all the way, stops 1 foot from the bottom, and returns back to the top. I called the shop and they promised to come back Monday morning. They were very polite and apologetic. Will update after they come Monday.
Update 2:
The same owner/​installer came out on Monday around 10:30 (8 – 11 window). He was very nice and polite, didn’t seem bothered at all that I had to call when things weren’t working. He explained that sometimes it takes multiple adjustments and trips, not to worry about calling again if it stops working. This time he and I troubleshot together and determined the track needed to be moved a bit. He did this (free of charge, he pointed out), and everything is running smoothly.
I’d up my score to 2.5 stars if that was a choice.

I had several quotes for replacing my garage door but I went with DM because they were willing to replace both the wood frame and the door itself. Otherwise I would have had to hire 2 different contractors and it was just easier to get the work done by one.
Positives —
1. DM was able to get the job done the following week and complete it in 1 day.
2. No issues with the door so far
Negatives —
1. The «custom frame» was not built out of a solid piece of wood. The sides of the frame were 4 pieces of wood put together (2×4’s I believe). I was not told this was going to be their approach. Obviously I would have preferred they cut the frame from a solid piece of wood. The worst part is that they did not sufficiently seal the wood together so there were numerous gaps where water could get in.
2. They left large pieces of the old frame laying in the middle of the alley. There were metal pieces sticking out and if my neighbor hadn’t moved the scraps it could have ruptured a tire.
3. They used foam insulation around the door, inside and out. Instead of waiting for the insulation to dry, removing the excess bubbles from the outside, and painting over the rest of the insulation so it matched the door, they just left it bubbling over.
I live out of state so I could not check over the work myself before paying them. I got a call from my neighbor a few days later with the above information. I called the company and they said they would send someone right out to see what the issue was. But no one went and they did not tell me they had to reschedule. To make a long story short, DM missed 3 appointments when myself or a family member was waiting for them at the house (with no phone call to say they couldn’t make it), and missed over 3 additional appointments when they told me they would go take care of it on their own and never went. The customer service is HORRIBLE. They do not value their customers. After 6 weeks of being blown off I had to open a complaint with the BBB and 2 weeks later they finally went to my house. They sealed the gaps and removed the bubbling foam insulation but told me I’d have to paint it myself. I am in town this week so I checked over the work and the technician left the foam scraps all over the pavement. I would not recommend this company to my worst enemy.