The new garage door that Robert installed broke. We paid for the thermal door upgrade, the glass inserts upgrade, and he replaced the entire frame, springs, and power opener not even 5 years ago. Our last door and opener lasted 30 years and was still functioning when we replaced it.
I e-mailed Robert on the weekend, then called him last Monday. He said he received my e-mail and would call me back later that day. He did not return my call as promised. I called several more times through the week, leaving voice messages. I also sent more e-mails including my phone number on every one, in case he lost it. He has not had the courtesy to call me back, or return an e-mail, and a week has gone by. Our garage door has been stuck in a partially open state all this time. Now I must assume he has no intention of returning my calls and e-mails, so I need to find someone more professional to help us. Had he said he was too busy to help us we could have contacted someone else a week ago.
The wire on one side of the door was off the spool, and the frame is bent on the opposite side which I believe is why the door is not working. The frame has no bolts in the top holes so the top of the frame bent over towards the wall. Since I have no other choice, I will contact someone else to see if this is a proper installation.
I would not recommend him or this company simply because he does not return your calls or e-mails when you are needing his help. Is it just common courtesy.
A professional was contacted and he informed me that the door broke due to improper installation. In the photo, you can see all of the places where they did not install the required bolts and screws. We were fortunate that this unsafe installation did not injure anyone when it broke.