KTM Door Control

Shocking lack of respect over the phone. Called to get information on how to sync my gate at home with a new car, and was treated to a mocking singsong voice as someone spoke to me the way one would speak to a child. When I told the man I was speaking to that I didn’t appreciate his tone of voice, he replied that he was just trying to get some information. Well, you’d probably get more information if you weren’t so busy interrupting and patronizing. That’s not how one professional speaks to another, and certainly not the way someone who wants to stay in business speaks to a customer.

Have to give a one star for the terribly unpleasant customer service I experienced from, of all people, the OWNER (Jim) of this company. I was playing text tag with my tenant who was giving me tidbits of her conversation with the technician (Terry) who was there at the house to fix the garage. The tec was telling her that this particular issue with the garage will not be covered by my home warranty (AHS) as I had expected (based on my prior convo with AHS). To clarify this discrepancy, I quickly called their office where I was transferred to a man who had absolutely no interest in verifying my very simple question, which was: did the technician actually talk to AHS to verify coverage before determining the item was not covered. That’s it. He immediately responded that the tec did indeed call and it was verified. I knew this was clearly speculatory since not enough time had lapsed for ANY of this to have taken place (my tenant texted me when the tec arrived so I knew how much time had lapsed since the tec’s arrival). After some unpleasant back and forth during which this man had the attitude of «how dare you question me», it was clear that he had no intentions of calling the tec to confirm, so I asked if I can just be connected to the technician. No, waddaya need to talk to him for, I’m telling you the answer. Ok, is there a manager? Waddaya need a manager for, there’s only so many ways to tell you the same thing five times. Ok, is there anyone else I can talk to? No, cuz I’m the OWNER.
WOW! And you’re proud of the fact that of all the people I dealt with in your company, the OWNER had the worst attitude toward his paying customer? Laughable!!!
And the best part: so I hung up and called my TENANT to get the technician, Terry, on HER phone and his exact words were «No, I actually have NOT called your home warranty company to verify coverage yet… I was speculating based on my past experience… In fact, that was Jim (THE OWNER) on my phone just now and he was telling me to call AHS immediately to get verification because the home owner (ME) was concerned.» So waddaya know!!! He HADN’T called yet to verify after all… which was precisely what I was calling your office to confirm. Such a simple request from a customer for a peace of mind before authorizing an out-​of-​pocket repair… One that an OWNER of a business should understand.
Five stars for Terry (who took the time and got me that peace of mind, GREAT attitude). ZERO stars for the owner and the deplorable customer service he provided.
I will be filing a complaint about this company with AHS for having to call my TENANT’s phone to get in touch with the tec that came to my property because the business owner refused to call his own tec or provide me his contact. And more importantly, for advising a customer that their warranty has insufficient coverage without even verifying.
FYI, I’ve had two instances in the past where the tec said an item wasn’t covered under home warranty and it actually was. Always best to verify; even for a nominal repair as this one.

The serviceman fixed the garage opener but did not address the door springs, which were the reason it broke in the first place. When I asked about them, he rolled his eyes as though he was hoping I wouldn’t ask, and then after some heavy sighs, he admitted that they were the wrong springs for the door. Why wouldn’t you fix them in the first place? It wasn’t covered by the warranty so that was additional money for them. It felt as though asking them to do work was a burden, and I did not appreciate it. Since they had to come back the next day, I had to miss an extra day of work, so the burden was mine, not theirs.
Furthermore, I have been missing a $ 100 set of Bose headphones from my garage ever since. I cannot prove that the servicemen took them, but I am confident that either he or his helper did so, as no one else has been in my garage since the door wouldn’t open before they fixed it. However, since I have no proof I have no recourse to get my stolen headphones back or replaced.

I chose KTM based on the other positive Unilocal reviews and I was extremely happy with the service! My garage door would immediately go back up after closing so I needed someone to find the issue. They gave me a 90 minute window for arrival time and kept to their word on that. They found a minor problem that didn’t require any parts and charged me a fair price. I’ll use them from now on.

Was told that I would be called at 8:00 AM the next morning for same day service, and Terry/​Technician called me right at 8:00 AM (I am in The Woodlands Area). Was told he would be at my home at 9:30 AM, and that’s when he showed up. Terry came completely prepared and fixed all my issues. I had reinforcement brackets put up (across the door due to sag, and where the track connects to the wall), nylon rollers installed, and everything lubed up. It took Terry about half an hour to make my garage smell like a lube oil factory and he even showed me how to reprogram my garage door opener. :) The price was excellently writ up, in itemized format, on the reciept, and they even took my credit card via smartphone connection (I love when companies are up with the times). Great service, 8 thumbs up (from our whole family). Thanks guys!

My home owner’s warranty does not cover garage door systems. I looked at Unilocal and KTM was the closest to my house. I called at 3:30 on Tuesday and they offered to come out the same day but our schedules didn’t match. They said they would be there first thing Wednesday morning and Terry arrived at 8:30 am. He looked at the garage, gave me the price to repair, which was very reasonable, and it took him about 20 minutes to repair it. I definitely recommend them.

I started using one of those home warranties and tried it Monday to see if i could get my garage door opener repaired. I called the warranty company — was billed the $ 60.00 dollars for a service charge and along came KTM (they have dropped the Stanley — Stanley no longer makes door openers). Lester _​_​_​_​_​_​_​_​_​arrived today and in 10 minutes had me going again and made another appointment to install another unit this Friday. I am duly impressed with KTM and Lester — thanks all.