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Review 1/2/2010
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The setting: New Year's Eve - leaving the house - and the sound of a loud "BANG" when the garage door is going down. The door ended up being stuck in a position that was open about 4" from the ground - clicking the remote only managed to make it shut all the way and reverse to stop again at that slight open position. Great.
New Year's Day 2010 - Not being able to open the door (and having no other entrance to the garage to check from the inside) I finally looked up and called Mako. When there was no answer, I had assumed it was closed for the holiday, but sure enough "Mike" called back (using *69, no doubt) and said they were indeed open for business. I described the events, and he reassuringly said that this meant the torsion spring that holds most of the door's weight had broken and needed replacement. He also assured me that his guys would be able to open the door despite my inability to so much as move it an inch and fear that something had fallen internally blocking it's movement. The cost of the spring replacement plus tune-up was $285, with an additional $45 fee for the holiday.
Bottom line, the guys were excellent. Unfortunately for them, they had made it all the way back to home base from Encino and had to turn around to get to me in Van Nuys (an otherwise 3 mile trip), but they were in good spirits anyway and had no trouble (well, only a little trouble) getting the door open. It took them less than an hour to replace the spring, and the door has worked fine since.
Given the lousy feeling one gets in one's gut when something as odd as the garage door mechanism breaking happens, the assurance and then promised execution of the service that Mako provided was spot on and much appreciated.
And it turns out that these springs have a life expectancy of about 7 years (according to some research I did on the Web), so my door's time had just come. When those springs pop 7 years from now, I'll be calling Mako again.
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