The Promise, in One Paragraph
When Marlow Garage Door Repair fixes your door, that fix is covered for 365 days from the date of service. If the repair doesn’t hold, we come back and make it right at no charge. No forms to fill out, no receipt to dig up, no fee to pay. We have the job on file. You call, we come. That’s it.
What’s Covered
- Our workmanship, in full. If a repair we performed fails or doesn’t perform the way it should, that’s on us to fix.
- Parts we supplied and installed. Any component Marlow sourced, brought to the job, and put in place is covered for the full 365-day window.
- A repeat visit at no charge. If you call us back within 365 days on a covered issue, the return trip costs you nothing.
- A complete re-do when a repair doesn’t hold. If a patch or adjustment we made fails, we don’t patch the patch – we fix the problem correctly.
- Clean-up after every visit. Whether it’s the first visit or a return trip under this promise, we leave the workspace the way we found it.
- A straight answer when you call. Every call goes to a live person, 24 hours a day, 7 days a week. You’ll know within minutes whether your issue is covered and when we can be there.
What Isn’t Covered
- Damage from storms, impacts, or accidents after our visit. If a tree falls on the door or a car backs into it the week after we leave, that’s a new situation – not a failure of our work. Call us anyway; we’ll come take a look.
- Work performed by another company or a DIY repair. If someone else opens the panel after we close it, we can’t stand behind what they did. That’s fair, and most homeowners agree.
- Parts the customer supplied. We install with confidence what we source and stand behind. Parts you bring to the job fall outside what we can warrant.
- Normal wear on equipment we didn’t service. A spring or cable on a different section of the door that we never touched isn’t part of this promise.
- Problems you asked us not to fix. When our tech flags something and you choose to leave it for now, that issue isn’t covered by this promise – though we’ll still note it in your job file so it’s on record if you call back.
- Equipment that was already at the end of its life when we arrived. We’ll tell you that upfront, in writing, before we start any work.
How to Use the Promise
Step 1: Call (512) 883-4374 or book online
A real person picks up, day or night, 365 days a year. You can also book through the website in about two minutes – no account required, no app to download.
Step 2: Tell us the job and roughly when it was done
Give us your name and a short description of what’s happening. We pull the job up on our end – there’s no form to submit, no receipt to hunt down, and no fee to trigger the return visit.
Step 3: We schedule the return visit
We’ll give you a live arrival time you can track, the same way you tracked the first visit. No four-hour windows, no vague “sometime in the afternoon.”
Step 4: We make it right
The tech comes back, reviews the original work, and fixes whatever didn’t hold – at no charge to you. When the job is done, you get before-and-after photos and a digital record of the return visit, just like the first time.
Timing
The 365-day window starts on the date we completed your service – you’ll see that date on your digital invoice. If you raise an issue a few days after the window closes, we’re not going to slam the door on you; we’ll come look and talk through what we’re seeing. We think that’s the only reasonable way to handle it. Every Marlow location is independently owned and operated, but every one of them honors this promise in full – it’s a condition of operating under the Relay Home Co. name, not a suggestion.
Questions About the Promise
If something isn’t clear or you want to talk through whether your situation is covered, call us at (512) 883-4374. A live person answers every call, around the clock. We’d rather take five minutes on the phone now than have you wonder about it.
Written by Jaylen Ross, Owner & Lead Technician at Marlow Garage Door Repair, serving homeowners nationwide since 2002.