A few minutes of checking before you call can save a wasted visit, and having the right details ready helps the company send someone with the right parts. This page covers what's safe to look at yourself, what isn't, what to tell the company, and what to ask them.
What's safe to check yourself
- Power. Opener light on? Check the outlet, the breaker, and press reset on any GFCI outlet in the garage.
- Wall control. Make sure the lock or vacation button isn't on. Try the wall button as well as the remote.
- Batteries. Replace the remote and keypad batteries, especially after a cold spell.
- Safety sensors. Both small lights near the floor should be steady. Wipe the lenses, clear the beam, and gently re-aim a sensor that got bumped.
- Bottom seal. Look for ice, packed snow or salt crust. Free it with a plastic scraper or low heat, never metal tools.
- Tracks. Pick out leaves, sticks or anything sitting in the tracks. Don't bend or loosen them.
What to leave alone
- Springs, torsion or extension. They store enough energy to cause serious injuries.
- Cables and bottom brackets. They're under tension from the springs.
- A door that's crooked, off track or hanging by one side. It can fall.
- The red release cord with the door open. If a spring is broken, the door drops.
- Lifting a heavy door by hand. If it won't lift easily, something is broken. Stop.
If any of those apply, unplug the opener, keep people and cars clear, and call. More detail on the most common one is in broken garage door springs.
What to tell the company
- Your town or ZIP code, and whether it's a house, a multi-family home or a business
- What the door is doing, and when it started. Did you hear a bang?
- Single or double door, and roughly how old it is
- Torsion spring above the door, or extension springs along the sides
- The opener brand, if you can see it on the motor unit
- Whether a car is stuck inside
- If you rent: whether the owner knows and has approved the visit
A couple of photos (the whole door from inside, the spring area, and anything that looks broken) are a big help if the company asks for them.
What to ask before they come out
- What's your business name, and do you work in my town regularly?
- Are you registered as a Massachusetts Home Improvement Contractor? (You can check on the state's HIC lookup.)
- Can you send proof of insurance?
- Based on what I've described, what parts might you need, and will they be on the truck?
- Will you explain what's wrong and what you recommend before starting any work?
- What warranty comes with the parts and the labor?
- When can you come, and will you call before you arrive?
How long typical jobs take
| Job | Usually | Can take longer if |
|---|---|---|
| Spring replacement | One visit, often an hour or two on site | An unusual spring size has to be ordered, or cables need replacing too |
| Cable or roller replacement | One visit | The door came off its track |
| Opener repair (gear, sensors, wall control) | One visit | Parts for an older model must be ordered |
| New opener | A few hours | The garage needs a new outlet, or the door needs adjusting first |
| New door | Usually a day once the door arrives | Custom size, low headroom, or framing repairs |
During the visit
- Ask the technician to show you the broken part before replacing it.
- If they recommend extra work, ask why, and whether it needs doing now or can wait.
- Get a written receipt that lists the parts and the warranty.
- Before they leave, watch the door run a full cycle and test the safety reversal together.
Not sure whether your door is worth fixing? Read repair or replace.
Questions people ask
What information should I have ready when I call?
Your town or ZIP, what the door is doing, whether you heard a bang, whether it's a one-car or two-car door, torsion or extension springs if you know, and the opener brand. A couple of phone photos help too.
How do I check a garage door company in Massachusetts?
Ask for the business name and their Home Improvement Contractor registration number, look it up on the state's HIC lookup, and ask for proof of insurance. Get the scope of the work and the warranty in writing.
How long do typical garage door repairs take?
Springs, cables, rollers and most opener repairs are usually one visit. A new opener is often a few hours. A new door is usually installed in a day once it arrives.