Sears Garage Solutions

To Whom this may concern, When we come out to a customer's house we need to make sure that the door is in safe & correct working order prior to installing the garage door openerUnfortunately, in this case it appeared that there were several areas of concern with the door's system and that is why we could not replace the garage door opener as the customer wishedOn the customer's invoice it is written that the customer needs lift springs, a strut reinforcement, a operator bracket, and a surge protectorAlthough some of those parts are optional (the operator bracket and the surge protector, but the springs and the strut are the most important parts of the garage door and they cannot be overlooked)If the spring is broken or worn then if you try to use the garage door opener, it will wear down the opener and will not lastIn addition it will create an unsafe situation if the door is no longer supported by the springs counter balance and the motor gets disconnectedIf there is no strut on the door and the garage door opener wants to pull the door up forcefully then usually the top section bends and when it bends so often the whole top section can crack in halfcording to residential code, a strut is required when an electronic opener is being attachedWhen we suggest optional things these are in the best interest of the customerWe are not trying to oversell anything that the customer doesn't need, we just wish that the customer is informed on everything that could make their garage door betterThere is always a $diagnostic fee for a technician to come out to a customer's home and also assess the situationThis covers costs for driving to and from the customers house and the technicians valuable timeThis is a non-refundable fee that every specialist is entitled toIf the customer was to go ahead with the repair (at least the minimal required items) when the technician was there or within a week of him being there then that $would go towards the repair.- [redacted] ,Operations Manager

To Whom this may concern, When we come out to a customer's house we need to make sure that the door is in safe & correct working order prior to installing the garage door opener. Unfortunately, in this case it appeared that there were several areas of concern with the door's system and that is...

why we could not replace the garage door opener as the customer wished. On the customer's invoice it is written that the customer needs lift springs, a strut reinforcement, a operator bracket, and a surge protector. Although some of those parts are optional (the operator bracket and the surge protector, but the springs and the strut are the 2 most important parts of the garage door and they cannot be overlooked). If the spring is broken or worn then if you try to use the garage door opener, it will wear down the opener and will not last. In addition it will create an unsafe situation if the door is no longer supported by the springs counter balance and the motor gets disconnected. If there is no strut on the door and the garage door opener wants to pull the door up forcefully then usually the top section bends and when it bends so often the whole top section can crack in half. According to residential code, a strut is required when an electronic opener is being attached. When we suggest optional things these are in the best interest of the customer. We are not trying to oversell anything that the customer doesn't need, we just wish that the customer is informed on everything that could make their garage door better. There is always a $75 diagnostic fee for a technician to come out to a customer's home and also assess the situation. This covers costs for driving to and from the customers house and the technicians valuable time.. This is a non-refundable fee that every specialist is entitled to. If the customer was to go ahead with the repair (at least the minimal required items) when the technician was there or within a week of him being there then that $75 would go towards the repair.-[redacted],Operations Manager