I really appreciated the fast service call. However the technician wanted to charge me $150.00 for a simple fix. The technicia n stated I needed to remove a new garage door opener. Which was purchased less then a year ago. He tried to say the door needed to be replace. That was not true. However I decided not to use your company. Nor will I recommend this company. Only needed to a line the rail and oil the door. I paid $60 for a service call to rip me off.
A Response from Paula:
Rhea - thank you for your feedback. Comments from our customers (both positive and negative) help us to achieve our goal of 100% customer satisfaction. In discussing with the technician - he let me know that the reason that your rail was getting caught at the top of the door was because when Sears installed the operator - it was installed too low with not enough clearance. As I understand, you have a warranty with Sears and you are having a hard time getting Sears to honor the warranty. Given the warranty issues with Sears, your husband Chance was going to contact Sears. Since Brian was there, he performed a 25-point safety inspection on your door. He determined that your door was not properly balanced and that the springs and the rollers were worn. In essence, they failed our rigorous safety inspection. Brian also determined that the door itself was in great condition and the door panels passed the inspection with flying colors. He simply recommended new hardware. Our policy is to ensure that all of the components of a garage door are safe and free of issues and that all garage doors comply with the requirements of the National Safety Council. If your door is not properly balanced, it puts excessive strain on the operator. The springs actually lift the weight of the door and not the operator. The operator simply serves as a guide. An improperly adjusted door or operator can exert deadly force when the door closes. Again, our goal is to ensure that your door functions in a safe and reliable manner. I do apologize for any confusion that our recommendations have caused and would be happy to further discuss. Please feel free to contact me at the office 313-387-0350.