Business ProfileforCarl's Door Service, Inc.

I called Carl's because a roller had come off the track on my garage door. I agreed to the charge of $125 for a 30-minute service call. The technician showed up on time on 5/3. He was very nice and polite (as was the office staff when I made the appointment). The technician popped the roller back in the track and then said he needed to figure out why it was happening. He was cranking on a gear to get more tension on the cable. Suddenly there was a loud popping noise. He said that he'd gotten the tension up to 14 (or so -don't recall the exact #) and was trying to get it up to 16 (ish). That was when the part broke. Then, he suspected that the torsion spring might be broken, so he took it off to examine it and it was fine. He made a call to someone and came back to tell me that the part that broke is no longer made. He suggested that I call another company that might have an old one in stock. He said I'd get a call later that day with a quote to replace the torsion assembly. That never happened. He did not charge me for the service call. I was not convinced at this point that he'd broken the part. It's an old door. I called the company he recommended. That guy told me that the broken part had odd tool marks on it and he suspected that the technician from Carl's broke it. He didn't have the part. I called a 3rd company and they came out for an estimate. Both the estimator and the technician said the part was manually broken. If there had been wear and tear on the torsion assembly, the spring would have broken not the part that did break. I paid the 3rd company $550 to replace the entire torsion assembly because 1 part wasn't available. The tech said the problem with the rollers was because of a separation in the track where the rollers rubbed and eventually got caught. The only thing he found wrong with the torsion assembly was the broken part. I wrote to Carl's telling them what had been discovered. They denied any liability.