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Customer Service Policy

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Fagan Door Corp. is committed to providing its customers with quality products and workmanship.  In the event that any trouble with an installation or product arises, Fagan Door Corp. will resolve the issue in a timely manner.

We always welcome customer feedback that will help us to better serve you.

The following are guidelines by which Fagan Door Corp. serves its customers:

Hours of Operation

Fagan Door Corp.’s office/showroom is open for business Monday through Friday from 8:00 AM to 4:30 PM and most Saturdays from 9:00 AM to 12:00 PM.  Fagan Door Corp. closes for all major holidays.  We also are closed on Saturdays when there is a major holiday on the Monday following.

Time Restrictions

We at Fagan Door Corp. will make every effort to schedule appointments that fit our customers’ needs.  We do not, however, guarantee a specific time of arrival due to a number of variables which include but are not limited to: weather, traffic, accidents, or any other unforeseen circumstances wh ich may arise.  Appointments will be scheduled in two-hour increments beginning from 9-11AM.

Service Calls

Fagan Door Corp. makes every attempt to answer service calls in an efficient manner. We do not offer 24-hour emergency service; however, priority will be placed on “emergency” situations.  Service issues related to radio controls, keypads, or garage door openers are not considered emergencies, as the garage door can be used manually.  We will respond to all other calls in the order that they were received.  When a service call is placed before 10:00 AM, a service technician will typically respond on that same day unless there is no service vehicle in the area of the call.  Every effort will be made to respond to any service call within 48 hours, although this cannot be guaranteed due to a number of variables.  We reserve the right to refuse to perform service if a dangerous situation exists that will compromise the safety of our technicians.  No charges will be incurred if we refuse to perform the service.

All vehicles and/or items of value should be removed from the garage prior to our arrival, to ensure ample working space and to avoid any potential damage.

Guarantee of Service Work

Service work and replacement parts are guaranteed for ninety (90) days. 

If within that period of time the same problem arises due to normal use, we will attempt to correct the problem at no labor cost to the customer.  If the garage door is abused or misused, the service will not be guaranteed. The customer shall be responsible for the payment of any additional parts that may be needed to correct the problem.  If the problem cannot be corrected after several attempts, upon the manager’s discretion, a portion of the monies spent on the repair(s) will be credited toward the purchase of a new installed product.  No refunds will be given for service work.

By requesting a technician to be dispatched to your home or business, you agree to pay the current service fee quoted at the time of your request. If the service is not completed, for any reason, a minimum on-site charge will be assessed.

Garage Door Installations

Garage door installations will be performed in the most efficient manner possible and according to industry standard practices as governed by the IDA.  It is the customer’s responsibility to make sure that the driveway is clear of vehicles, snow and ice to allow our installation truck to back up to the garage.  It is also the responsibility of the customer to make sure that the garage is clear of vehicles and/or materials to allow enough working space for the installer.  The installer requires a working space equal to the space underneath the door when it is in the open position. Fagan Door is not responsible for damage to any item (vehicle or other) that is left inside the garage during installation or service.

For those customers who pay for disposal, it is the responsibility of the Fagan Door Corp. employee to discard any materials that were remaining as a result of a new installation. 

No carpentry work, electrical wiring, lumber, or painting is included unless specifically indicated at the time of sale.

We are not responsible for any damage that may be incurred to any electrical wiring, plumbing, or other such items that have been previously installed under sheetrock or plaster that is not visible to our technicians.

Garage Door Opener Installations

It is the responsibility of the customer to provide a grounded outlet in the correct location of the garage door opener installation.  Manufacturer or labor warranty will not apply for any units that are plugged into an extension cord or plug adapter.  Manufacturer warranty does not cover electrical disturbances such as power surges and/or lightning strikes. 

Photocell misalignment is not covered under Fagan Door Corp.’s labor warranty.  Garage door openers that do not meet current UL-325 standards will not be reconnected to the new door.

Installation Warranty

All labor and materials for new garage door and operator installations are guaranteed for a period of one (1) year from the date of the installation, unless specifically otherwise stated. 

The warranty period begins on the date of the installation.

The garage door opener warranty does not cover electrical disturbances such as power surges and/or lightning strikes.

Photocell misalignment on garage door openers is not covered under the warranty.  A service charge will be collected for service calls that require re-alignment of the photocell system.

If a manufacturer agrees to replace a defective product, which is under warranty after the labor warranty has expired, the customer is responsible for any labor costs that may be incurred to replace the defective material.

Product Warranty

Please refer to the specific product warranty from the manufacturer of the product, which is available through Fagan Door Corp.

Should any product need to be replaced within the specified warranty period, new product will be furnished in accordance with the original installation.  Any modifications made to the product after the installation is expressly the responsibility of the end-user.  Expenses related to any modifications made to the product (including but not limited to: painting or staining, lumber application, etc.,) are not covered under the warranty.            

Cancellation Policy

Any deposit given for an order will be surrendered by the customer if the order is cancelled after the factory has begun production. The money will remain on your Fagan Door account as a store credit which can be used toward the purchase of any product or service.  If you have ordered through the Home Projects program, your Home Projects account will be charged 25% of the order total.

Electrical Parts

Any electrical parts, whether installed by a Fagan Door Corp. technician or picked up by the customer is a non-returnable/non-refundable item.

Payment Terms

Payment is due in full at the time of installation or service.  Fagan Door Corp. accepts cash, Visa/MasterCard, Discover, and personal checks with a valid driver’s license and date of birth as payment for services rendered.  We do not accept credit card payments over $2,000.00. We also offer financing options with approved credit through Wells Fargo. Ask for details.

Taxes

All customers must pay appropriate taxes unless the customer provides a valid tax-exempt form for our records.

Deliveries

We recommend that the customer be present at the time of delivery to note any damage or shortage.  Payment is due in full at the time of delivery.  Fagan Door Corp. is not responsible for lost, stolen, or damaged materials if the customer is not present at the time of delivery.

Returns

Returns will be accepted upon the discretion of the manager.  Returns must be within thirty (30) days of the original purchase and accompanied by the original sales receipt.  No electrical parts or radio controls are returnable. Upon the manager’s discretion, a return made after (30) days may be issued a store credit.

Refunds

No cash refunds will be given.  Refunds for returns made within (30) days are made by either check or credit card, depending on the original form of payment. Upon manager approval, returns made after (30) days may be refunded in the form of a store credit.