Staying true to its business model of providing consistently excellent service for its customers is the bottom line for Madden Door & Sons, Inc. “We’ve worked very hard to achieve our status in the community,” says Scott O’Neill, the company’s sales director and son of owner Kevin Madden. “It would be impossible for us to build our business on our model unless we fulfill our promises.”

Madden Door & Sons prides itself on being a master dealer, which means it carries almost any garage door brand that’s available on the market. “Many manufacturers want our business because they know we have unparalleled access to products,” says Mr. O’Neill. “That’s also important in helping customers find the right product for their needs and wants. We have brand access across the board.”

As a result, the company’s work isn’t tailored to the limitations of products or suppliers. There’s a large selection from which to choose–from basic steel doors to custom carriage house doors. “We have every possible product you could ask for,” says Mr. O’Neill.

Potential customers can visit the company’s website at www.maddendoor.com and see the different products that are available. “You can also submit a photo of your home, and we’ll offer you virtual design assistance,” says Mr. O’Neill. “Our website is there to help serve our clients, but it’s certainly not there to supplant us. We’re only a phone call or in-person visit away.”

Attention to detail is very important to the professionals at Madden Door & Sons, says Mr. O’Neil. It uses non-rusting, galvanized, stainless steel screws that are fastened to allow for easy adjustment in the future. Its installation technicians are highly-experienced, insured and paid a rate that’s commensurate to that of a professional tradesperson. “These assurances provide our clients with a guarantee of superior installation,” says Mr. O’Neill. “After all, if a door’s installed better, it’s going to run better and last longer.”

When purchasing a new garage door, quality service and honest pricing dictate a good experience. Like many trades, the garage door industry is comprised of people with varying levels of skill and experience. “You have to watch out for shortcut work,” cautions Scott O’Neill, sales director at Martinez-based Madden Door & Sons, Inc. “With the economy the way it’s been recently, many bad business practices have cropped up in the marketplace.”

Mr. O’Neill advises customers to assess the real value of a purchase before committing to anything. In other words, customers should think about what they’re getting for the money they’re spending, as opposed to only looking at the price. “You may be dealing with someone who just wants to sell something out of the back of their truck—someone who doesn’t even have a place of business.”

To be on the safe side, it’s always a good idea to hire someone who has an established reputation and a permanent address you can actually visit, even if they also conduct business online. The value of a “brick and mortar” business is that clients can actually go there and see the products they’re buying. If there’s ever a problem or issue, they have a place to go to resolve it. Don’t risk doing business with a company that may disappear on you. “Many companies in our industry don’t have a place of business and only operate with a cell phone,” says Mr. O’Neil. “It’s very important to steer clear of those.”

Always make sure the company you’re hiring is licensed and bonded. You can go to the California State License Board’s website (www.cslb.ca.gov) and enter the license number of a prospective contractor to validate their history and status. While you’re online, it would be advantageous to check the Diamond Certified website to see if the company is certified there.

Q: What type of garage door would be good for me?

A: We’ll assist you in your decision by asking questions about what you need, what kind of style you like, what your budget is, and so forth. We’ll look at your answers and come up with something that best serves your specific application.

Q: If I want a garage door installed, what’s the lead time?

A: Depending on the product selected, our average turnaround time for installation can be anywhere from one week to three weeks.

Q: I’m thinking about getting a steel garage door. Does it need to be insulated?

A: The steel doors we carry are insulated with bonded polyurethane, which adds strength enhancement to what’s otherwise pretty thin steel. All steel garage doors today are very thin-gauged, and the manufacturers are the ones who decide what to disclose regarding the gauge. Unfortunately, there’s no third-party verification, which means customers have to trust the steel is as strong as the manufacturer claims it is.

Q: What kind of garage door operator should I have?

A: That depends on the type of door you choose. We’ll discuss every aspect with you and come up with an appropriate recommendation based on your needs and wants.

Q: What kind of warranty do you offer?

A: You’ll have a one-year warranty on parts and labor from the date of installation, as well as extended manufacturers’ warranties. If there’s ever an issue with a manufacturer’s warranty, we’ll work directly on your behalf to ensure you get a fair and equitable resolution.

Q: Are carriage garage doors worth the price?

A: Absolutely. Carriage doors can greatly improve the appearance of a home and dramatically enhance its value. Recently, we were hired by a realtor to install a new carriage door at a home that had been on the market for four months. After the new carriage door was installed, the house sold that same week for more than the asking price. It obviously improved the curb appeal, because it’s the first thing you see on the front of the house.

Q: I have a garage door that needs repairing, but it was originally installed by another company. Can you fix it?

A: Yes. We do repair work on a wide variety of doors and openers, even those that weren’t purchased from us. We have access to many hard-to-get parts, so if a model is still being made—or if the parts are available—we can solve the problem. If not, we can appropriately advise alternate solutions.

Q: Do you offer any incentives or specials?

A: Yes. You can visit our website and find deals you couldn’t get otherwise. We have a “specials” page for doors, garage door openers and service.