Repairs

Our charges and what you can expect

When you call us to enquire about a garage door repair, we want you to have a clear understanding of the fees we charge, what the fees cover and what they do not and what you can expect from our service.

If your door needs a repair, when you call us, please have ready the following information:

Any paperwork you have relating to the garage door – a receipt, installation instructions, etc. It’s not essential but it helps us identify the type of door you have.
The information from the manufacturers label – most doors will have a label fixed to the back of the door that shows the manufacturer, the serial number, size and other characteristics of the door. Again, it’s not essential but it helps us identify the type of door you have.

We’ll discuss with you the problem you’re having with the door and, if an engineer visit is required, we’ll agree timings and book in a visit.

The fee for our engineer to visit is £78 inc. VAT, this covers:

Travel to and attendance at your address.
Up to 1 hour of labour to resolve the issue.

The fee does not cover:

Any parts required to repair the door.
Time beyond 1 hour to repair the door.

If the Engineer is unable to make a repair to the door and a return visit is required (with the necessary parts, as an example), the first attendance fee of £78 inc. VAT is payable in addition to the costs for the second visit.

What happens when the Engineer arrives?

Our Engineer will review the issue you are having with the door and investigate a resolution. Typically, faults will fall into common types; collision damage, motor or control failure, mechanical lifting mechanism faults arising from damage, wear and tear or misalignment.

Our Engineer will explain what is required to make a repair. This may require adjustments to the door mechanism, replacement of parts or in some cases replacement of the door.

If the door can be returned to working order without requiring parts within 1 hour there will be no further charge on top of the £78 Inc. VAT visit fee.

If the repair requires more time than 1 hour or requires parts, this will be explained to you along with the expected cost for you to agree before proceeding with the repair.

Example:

Attendance fee = £78 Inc. VAT
Repair time = 2 hours that requires 1 additional hour of labour on top of the 1 hour included in the attendance fee. Additional hours are charged a £68 Inc. VAT per hour.
Parts required = £30 Inc. VAT
Total cost: £78 + £68 +£30 = £176 Inc. VAT

If the door cannot be repaired or requires parts that the engineer does not carry, you will be provided with an estimate for the cost of the return visit, completion of the repair and the expected time requirement. This will either be confirmed by the engineer at the first visit or by the office once the cost of parts has been identified. Timing for the return visit will be confirmed once the availability of the required parts has been confirmed from the supplier.

Do Engineers carry parts for all doors?

We do carry parts but there are many door types, designs and ages of doors, so we can’t guarantee we’ll carry what your door needs. If we don’t have the parts, our office team will look to source the parts and advise you of the timescale for their arrival from the manufacturer and the cost as part of the booking process for a return repair. Before we order parts, we will advise you of the cost for you to approve.

If your door needs to be replaced a quote will be provided for approval.

At the end of a visit

Our engineer will provide you with a worksheet that lists the work carried out, any advisory notes on the condition of the door and any further work or activity required to repair the door. Your signature will be requested to confirm completion of the work as listed.

Safety

If the door cannot be repaired our engineer will always seek to leave the door in a safe condition and explain what is required, if the door can still be operated, how to do so safely.

How quickly will you come?

Once we have understood the nature of the problem, we can discuss the timeframe to attend. We know that if a door is not working you want it fixed quickly, and we’ll do our best to get to you as soon as we have an engineer available. As you can imagine there is a limit to our capacity to respond but we’ll always be honest and realistic about what we can achieve.

Question?

If you have any questions about our repair service, we’ll be happy to talk through things – just call!