It is very much as one other user said...pot luck who deals with you on the day! Have used them in past and had a fairly straightforward pain free experience. Used them again recently and the service was shocking! Their engineers installed the garage door poorly. It was basically squashed into the space designed for. Their surveyor must have measured inaccurately prior to installation so the result was the track was installed bowing and bent. The casing for the cartridge was damaged pre installation as even their engineer confirmed that there was nothing in our garage obstructing or that could have caused the damage. The garage was empty at the time of installation. The result of the poorly installed door was that the roller curtain kept rubbing on the bent track resulting in scratches and terrible scuffs right down the front and middle of the slats. After months of emails back and forth and their reliance on us to send images and videos etc an engineer finally came out to assess. Myself and 2 other witnesses stood next to the engineer and listened to him clearly describe the issue and admitted that what they originally thought was our builder's fault, couldn't cause the damage being done to the curtain. We could all hear clearly from his phone call to the office, that he advised his colleague on the phone that a new curtain would be needed and that the damaged cartridge box looks like it could have happened in transit. We could hear his colleague say ok no problem. I asked the engineer if we needed any paperwork etc to liaise with the office and he said no that they would be in touch and set a date for replacement installation etc and that we didn't have to worry as things like this happen sometimes. He apologised for the inconvenience etc. After another 3/4 weeks I had had no news (assuming the replacement curtain was being manufactured). When I contacted Rollerdor, I was told that they would chase up. then Colin or Matt (lost track now!) advised that I would need to pay for the replacement curtain circa £600! I was seething at this point. Also couldn't understand why I would pay for a new curtain to be installed in a bent up warped track! No doubt replacing the track would be basically replacing the entire system!They didn't even seem to have a record of the engineer's attendance until I had to describe the distinctive looking chap for them to work out who attended! Never mind them admitting to any liability agreed over the phone! Its been the most stressful and frustrating experience we've ever had with a firm of contractors. Beware - you've got NO CHANCE of any accountability from them if you have ANY other contractor on your site. If they could pass liability onto another crowd for their mistake, they will! Our builders pulled bits of the walls, and facia down as per Rollerdor's request after being told that if the fascia wasn't installed, the door would work perfectly as it would pop straight out when being released from the 'pressure the fascia was causing'!! The fascia (very lightweight paperlike plinth) was taken off to prove or disprove their point, the track was still wrecking and rubbing against the door after fascia removal and Roller dor STILL wouldn't accept liability for their poor installation. The WORST bit of this is that one of their engineers who attended, confirmed that these doors take 20 mins to churn off on the factor floor so in the scheme of things to treat a repeat customer in such a shambolic manner and try to charge circa £600 for the privilege just beggars belief. I work for a property management company and have referred them in the past to other clients. So embarrassed by the service, will be contacting our other clients for their feedback and will no doubt apologise if they've had similar experiences. Tread cautiously with this crowd!