I had a nearly $1600 garage door installed. The installation went well, but I assumed that there was a manual release somewhere in case the door would not open (power outage, broken spring, whatever). None was installed, not even a rope, and I did not notice until I could not get the garage door open. I could not install a rope myself. No one told me about ordering a manual release separately or even gave me the option.
First the company insisted that one had been installed and asked for photos of the opening mechanism, which I sent. They did not respond. I called back on the next business day, and talked to "the office". No one knew anything about my request, but "the office" informed me with a demeaning tone that I would be charged for the repair and service call. I told him that seems preposterous since some kind of release should have been installed in the first place or at least discussed with me.
No more word from them until I called again. They set a time for the repair, and I got a call from the tech, saying he was on his way. Next, "the office" said he was diverting the tech to get a part needed for something else and he would arrive later (he did arrive, 2 hours after he called to say he was on his way).
I don't hang around repair people as they work. When he was finished, he handed me an invoice for $166. I asked why I was being asked to pay since the manual release should have been part of the installation. I figured it would be a rope of some type since he was working inside the garage. He installed a keyed release but I did not specify this. He said to take it up with "the office".
"The office" said that if I was not intending to pay, that they would send the tech back to remove the manual release that was installed, even though it would leave a hole in the door and I would have no release again. I did not know that there were different kinds, the type was not discussed with me, and I did not approve the type they chose. Poor customer service from start to finish. Meanwhile the car (my only car) was locked up for 4 days. If I had not pushed the issue with 3 phone calls, 1 text, and photos, there would have been no response at all. Meanwhile, my only car was locked in the garage and I could not get it out.
If you use them, just be very sure that you have studied garage doors and garage door openers ahead of time, and that you make sure that there is a release, that you choose whatever device they have decided to install, and agree to the price ahead of time. Otherwise, they might "forget" something important and try to charge you for it later, when or if they take the time to do something about it. read more
