We have had our security door for about 3yrs. Last week the mechanism in the door failed and it would not open. This is our front door and the fire exit for my kids' rooms so very important to correct immediately. While at first we received some resistance, I escalated it and I was put in touch with John Garrison. John embodies the tenants of customer service! He came out at 5:30 on Friday night and worked on it for over two hours. He would not leave until the door was functioning perfectly. He replaced the mechanism at no charge out of warranty due to the failure of it and made sure we were 100% happy. Ralph followed up Monday morning to ensure we are happy. Good move! A story of turning a bad experience into a fabulous one. Definitely recommend them!