FAQs
- What should the customer know about your pricing (e.g., discounts, fees)?
We offer free on-site estimates and diagnostics with no obligation. Our pricing is transparent — we’ll give you a clear, written quote before any work begins. No hidden fees, no pressure to upgrade, and no surprise charges. We work hard to offer fair, competitive prices while using quality parts that last.
- What is your typical process for working with a new customer?
When you contact us, I (Arthur) or one of my team members will answer the phone personally and take the time to understand your situation. We schedule a convenient appointment for a free on-site visit. I usually come out myself, diagnose the problem, show you exactly what’s going on, and give you clear, honest options with a written quote. Most of our customers tell us they regain trust in garage door service after working with us. We’re set up to complete the majority of repairs and installations on the first visit, so you’re not left waiting days for parts. Once you approve the work, we get it done quickly, cleanly, and correctly. We always follow up to make sure everything is working perfectly for you.
- What education and/or training do you have that relates to your work?
I’m Arthur, the owner of OnTrac Garage Doors, and I personally perform most of the work. As a small family business, we bring over 25 years of experience in home repair and construction, with 18 years specifically dedicated to garage doors in the Charlotte area. We stay up-to-date with regular factory training on major brands like LiftMaster, Chamberlain, and Genie. Because of our extensive hands-on experience, we’re often able to repair garage doors and motors when other companies say they can only be replaced. This saves our customers a lot of money while still delivering safe, reliable results.