On Trac Garage Doors

We got our garage door replaced by ONTRAC via Costco program. Have problems with the type of paint, still waiting for a resolution is being a week and still waiting, the neighbor association is not going to aloud the paint! will post the result when finally, is done.

We got our garage door replaced by OnTrac via Costco program. The door is by Amarr. The company is very responsive and accommodating to change their installation schedule around my schedule. The installers were on time and cleaned up my garage well after their job.

We had a wonderful experience with this company. Ordered through Costco and they were very honest and accessible. Our door was installed within about 3 weeks of getting our quote. Further we just had an issue in which the door was not opening (less than a month after installation) and Rafael came out and spent over an hour figuring out the issue and adding an emergency latch to open the door (we don't have any other access to the garage). Would definitely recommend!

Very unhappy with the quality of the garage doors (Amarr) that We bought through Costco! From day one we reported that these doors are not aligned and when they operate it feels like an earthquake happening, they make a very loud & disturbing noise, they just don't operate properly! In response they sent us a spare garage door opener and a response that there's nothing wrong with the doors! Big mistake that we purchased Amarr garage doors from On Trac Garage company!

8yrs ago an Ontrac person came to my home and replaced my broken spring. I purchases a Lifetime warranty. The person did not explain that it was only for the spring and nothing else, because there was NO explanation on the receipt. When I called the company a rep answered and was rude and dismissive. He informed me that they were not going to replace the spring without getting paid and was simply unkind.

If this was written clearly on the receipt I would understand, but it was not. And the labor went from $79 to $199, which inflation could be a part of it but wow. I am a customer service person and would NEVER treat a customer in the way I was dismissed. So all in all, I am sharing my experience to let others know that this rep, and maybe company's integrity is a bit rude and not worth investing in. I did get my spring and garage door working w/o this company.

I thought the purchase through Costco would give me quality. NOT with On Trac. Oh, so that is how it works when I spend money with your company. I expected that this was a quality company that cared about the quality and the customer. I waited two months to get this garage door. First of all, you never mentioned that my door was a weird size or I would not have ordered windows. Second, the piece of plastic you have on as weather stripping comes in many sizes as my neighbors after looking at mine noticed.

His is much narrower and it fits above the windows. Since you did not mention anything about my weird door size in advance. I need you to get the narrower weather stripping that is the right size and does not bunch up and put it on my door. I am very, very disappointed in this company and if it is not fixed. I will make sure no one else is mislead by your company. Third, I paid $599.00 for a Wifi and keypad and I expect that it should be working when the installer leaves.

I spoke to my friend in Montana and she said when her door was installed, ,.everything was done and shown to her before the installer left. I tried to set up this keypad and so far the door works but the keypad doesn't. It must be a faulty one and I need it replaced immediately. I also do not even know how to open the door without the clicker as this was not shown to me either.

Thank you for your time. To our valued Costco members and customers: Your business with us is extremely important and we truly appreciate your loyalty. Very disappointed customer.

Not professional please reconsider before purchasing a garage door from this co. I went through Costco thinking it would be good service, but has been horrible ever since. I ordered my garage door in the middle of Sept 2019 it was suppose to be installed beginning of Nov. I was told they needed a certain part and could not install it in that time.

I called every week and same story. They finally installed it the end of Nov. That was just the start. I noticed the door was off in size i contacted them and said it looked crooked. They sent someone out and they said they measured the door wrong and they will have to come back out and cut it. I was not satisfied with this. they did and it looked bad after that i have gaps on every side they have came out multiple times to fix this issue and every time drilling new holes into the door i have reached out to them many times they have a very unprofessional staff that cut you off when you are speaking to them a year later there solution is to have someone come out and readjust the door when i spoke to the manager Tina i informed her i went that route numerous times the door needs to be replaced i informed her of the holes that were made she replied that they can be filled it does not affect the function of the door when i declined the solution she offered which was not different then any other time she became very short and cut me off when i was speaking she said they will get back to you i really hope they will change there customer service and train there employees to speak to people professionally they have been nothing but a headache

Had On Trac install a Heritage 2000 garage door 9/16 through Costco. According to Amarr (the manufacturer), the warranty should be 5 years on a broken tension spring. On Trac insists its 3 years, and can't send anyone out for a week anyway despite the fact my car is trapped in the garage. This after a 4 hour wait for a call back. I'm really unhappy with the customer service this company is offering. I only went to this company on the strength of Costco's affiliation. Now I'm thinking I really made a mistake.

I bought a garage door through Costco, this is the Company that installed it. No one told me to get the 273/283 Spring that is guaranteed for life. They installed a spring that lasted 3 years and 6 months. Of course warranty is only 3 years. Seems like a scam. Have to pay $400 more dollars now for labor and a new spring. Buyer beware. When I complained, they told me to buy the better spring and they would do a $30 price adjustment.

When it came time to install, they had no notes, and said they did not know who spoke to me. They agreed to take my word for it, and adjusted $30. Not feeling very good about this Company or their support, and business. Also had to wait 7 days for them to come replace the spring. I also spoke to Trina.

Look no further! Call On Trac and request Fernando. Before On Trac I used a couple other firms that were very sketchy. As an FYI Costco uses On Trac. They Have insurance, are great, friendly, fair and honest. If you need help these are the people to call.

This was a Costco referral. I spoke with Trina at the On Trac office and made my appointment for an estimate. On the date and time specified for the appointment they were a "no show." Waited 2 hours still nothing. Called back to the office and Trina confirmed the appointment time told me "Kyle" was scheduled but, he had the wrong address. I would have appreciated a phone call.

We are so pleased with the garage door that was installed by On Trac. They showed up on time and did quality work-the door looks great. Contrary to a former review, they are still the supplier to Costco which is why we got an estimate from them in the first place. We trust Costco's reputation and have had other work done through them. Greg was the consultant on this job and followed up on every promise.

We had trouble programming the wi fi opener but even though it was our lack of computer expertise, Greg and On Trac sent a rep out immediately to program it for us. Very happy with this company.

Ontrac a vendor for Costco installed my double wide wood sectional garage door in 2012. Yesterday the door fell down. Called Ontrac for service. They said 5 days. With my door down? R U kidding. Got a local garage door guy. Mike from 5 H. Told me why the door fell. All the issues in installing the door. Not enough support for the roller bar so it was bending and eventually the rollers fell out. While installing he also realized that section 2 and 3 were interchanged. And the screws were too small for the weight of the door. ONTRAC NO LONGER A VENDOR FOR COSTCO.

I purchased a garage door from On Trac in 2010. I up-charged to a better motor with lifetime warranty. A few years later I had an issue. They came out and fixed it. They showed up on time are were very friendly. I didn't need to provide any paperwork. A while later I had another issue. The came out again and replaced the circuit board. Again, they showed up on time and were very friendly.

The tech noted that the motor I had was prone to the issue I was having. About 6 months later the new circuit board started to fail. I called and they said they would replace the motor. The just left. They showed up on time and were very friendly. I now have a new motor. Things break but they have stood behind their product and installation. I'm very pleased.

I waited two weeks for today's appointment to get an estimate. At 9:20 AM this morning the UPS driver rang my doorbell and I found on my porch Ontrac's brochure and the sales consultants card. I called Greg, the consultant, but he did not take my call. After that I sent two text messages and I also called two more times. By 2 PM he still had not answered me so I called their office.

I was told that he was here at 9 AM and that he waited for 30 minutes and that he had called into their office telling them that. I have no record of a phone call from him on my phone, and had he rang the doorbell or knocked on the door I would've answered immediately the same way that I did for the UPS driver. To let me waste an entire day from work when all he had to do was text back and say he was not coming back today is so unacceptable especially since I have purposely not left this house since I got home from work last night just to make sure that I did not miss this estimate call.

I realize now that if this is their initial contact with the customer that I probably would've been in for some real problems had I used them to replace my garage doors. Thank you for allowing me to dodge the bullet by not using this company.

Wow! I finally decided to get a new garage door. I called several companies and received several estimates. The last appointment was with On Trac. I knew immediately that they were the company that I would select. The sales person was excellent and the installed was the BEST. Thank you for a wonderful transaction!

This was the smoothest transaction I have ever experienced with a service company. From my first contact on the telephone to set up my appointment to the day of completion it was pure perfection. The gentleman who came to my home to take the order arrived on time, answered all of my questions and was extremely knowledgeable. The gentleman who completed the installation also arrived right on time (one of my pet peeves is when someone arrives early because they finished their last job early even though that may be inconvenient for me).

He was outstanding, worked quickly and was a pleasure from start to finish. I have already recommended On Trac to all of my neighbors. On trac should be a role model for all businesses in any form of construction!

OnTrac reps were great they answered all my questions quickly. The rep who did my estimate was very knowledgeable and had a great personality he did great work and even gave me pointers and tips on how to keep my garage running smooth. The installers were great quick and effective, and left no mess behind. The time windows they give are great and accurate, I did not have to waste a whole day waiting on them. Great service!

I had used this company twice once about 14 years ago and then about 10 years ago for a second house. Unfortunately the house I first had done stopped working correctly about three years later. The lift wouldn't lift the door anymore. I called and had to get another estimate about repairing it and servicing it but the amount was very high. The second home I had done I had paid for the lifetime warranty on parts.

Everything on that house was fine until yesterday. A 2x4 spacer that they used when installing the door came loose it and it wouldn't allow the door to open. It was originally attached with 3 nails into the drywall into a stud. However with the vibration of the door going up and down it slid out of the wall. Frankly I'm surprised it lasted this long! nails!

Not even screws! I called to ask about having this serviced since I had a warranty. They explained that their system only dates back to 8 years so I would need to find my receipt and take pictures to send them. This is just ridiculous. If you pay for a lifetime warranty (which is not cheap) they should keep track of who these customers are! Springs are under a lot of tension, my family could have been hurt, because of this mistake on this companies part. Using nails?! Really? That's not safe, I won't be calling them again.

I found On Trac through Costco. For whatever reason I just trust Costco to offer quality, professional, honest sub contractors and workers more than any other store. From the On Trac the customer Rep, Paul who extremely professional, to installation everything was beyond by expectations. This is exactly what every consumer is looking for. Nothing shoddy or uncomfortable. Paul gave us all kinds of options and stopped by twice to make sure we were happy with color and options.

I found On Trac by leaving a note at strangers door with my cell # because I was impressed with their door. Fortunately the person texted me, "Costco". I searched for the longest time to find a garage door company and installer. I had many quotes including one from a company that advertised quite a bit on TV and all were shoddy and could careless for my business. I only wish On Trac was more visible to the general public. They should be the household name for garage doors.

Good service, fast installation, great price! I highly recommend using their services, the door i ordered was a simple model and was ready a week earlier than what we estimated.