Overhead Door

"In reviewing the sequence of visits and repairs made to the customer's garage door I would like to provide some clarity as to the events that required the repeat visits. The first visit we made to the home we replaced a broken spring on the garage door (first problem). The spring on a garage door is the piece of equipment on the door that makes the door capable of being lifted manually as it assists in countering the dead weight of the door. When we left all was working as designed. We were called back about two weeks later for a garage door opener issue and was told that the motor was just humming. Upon arrival at the home we found the operator chain all bound up so we repaired as needed at no charge and upon departing the operator was working as designed. Three days later we were called out again for the same problem at which point we found that the operator's gear kit inside the operator head (made of plastic) was chewed up and required replacement. In short, the spring breaking made the door heavier as it was no longer counterbalanced which put extra pressure and strain on the plastic gear kit in the operator. I can only assume that the gears were materially worn at the time of the first visit, but not bad enough to cause operational issues and indicate a need to replace. I agree that a more thorough review of the garage door opener on the second visit would likely have uncovered the need to replace the gear kit and we take responsibility and apologize for the extra visit that was required to finally identify and repair (second problem). In short, there were two separate and distinct problems with this garage door system, one with the door (broken spring) and the other with the operator (damaged gear kit). There was no charge for our second visit, and for the third visit where we identified and replaced the gear kit only half our normal labor cost was charged in an effort to compensate the customer for the repeat visit and aggrevation. I have spoken with our service crews and instructed them to inspect operator gear kits on this brand of operator going forward when on projects to replace springs so as to be more proactive in avoiding call backs. I have also instructed them to communicate more clearly the issues they are encountering so that the customer can be more aware of the repairs being made and why they are required. Thank you for your feedback."