Got questions about garage doors? You're not alone. We answer these questions daily from homeowners across Richmond and Metro Vancouver.
Spring & Opener Questions
Q: How long do garage door springs last? A: Torsion springs typically last 7-12 years with normal residential use. Frequency of use, climate, and maintenance affect lifespan. Springs in coastal areas (like Kitsilano) may corrode faster due to salt air. Most springs are ready for replacement by year 7-10.
Q: What's the difference between torsion and extension springs? A: Torsion springs mount horizontally above the door and work by twisting. They're safer, last longer (7-12 years), and cost more to replace. Extension springs mount vertically along the tracks and work by stretching. They're less safe, last shorter (5-8 years), and cost less to replace. Most modern doors use torsion.
Q: Can I replace springs myself? A: Not recommended. Springs are under extreme tension and can cause serious injury or death if mishandled. Professional replacement is essential. We've trained extensively for this work, we wouldn't recommend DIY.
Q: Why do springs usually break in winter? A: Cold temperatures make metal brittle. Water inside springs can freeze and expand, weakening the coil. Springs nearing end-of-life often fail in the first major cold snap. This is why we recommend inspections in fall.
Q: Is a broken spring an emergency? A: Yes. Without functioning springs, your opener cannot lift the door safely. The door could fall unexpectedly, creating a safety hazard. Call immediately for same-day service.
Q: What happens if I force my door open with a broken spring? A: You risk serious injury or damaging your opener. The opener will strain and burn out, requiring replacement. Never force a stuck or broken door. Call us instead.
Q: How much does spring replacement cost? A: It depends on the spring type, the door weight and whether one or two torsion springs are fitted. We quote the price before any work starts.
Q: Should I replace one spring or both if only one breaks? A: Always replace both. If one breaks, the other is nearing end-of-life. Replacing only one means the second will fail in weeks or months, requiring another service call. Replacing both costs a little more upfront but saves a second service call.
Q: What warranty do you provide on spring work? A: Parts carry the manufacturer's warranty. Labour coverage is set out in our Terms of Service, and we go over the details at the time of service.
Q: What's an opener and when does it need replacement? A: Your garage door opener is the motor that lifts and lowers your door. Typical lifespan is 10-15 years. Signs you need replacement: slow operation, grinding sounds, opener runs but door won't move, safety features malfunction. We quote the installed price before any work starts.
Q: Can you install smart garage door openers? A: Yes. We install Liftmaster, Chamberlain, and Genie smart openers. These work with Apple HomeKit, Google Home, and Alexa. You can open your door from your phone, receive alerts, and set schedules. We quote installation before any work starts.
Door Operation & Safety Questions
Q: Why won't my door open? A: Most common causes: broken spring, broken cable, misaligned track, failed opener, or safety sensor triggered. We diagnose and fix all of these. Call for free phone estimate.
Q: My door opens partially then stops. What's wrong? A: Likely a broken spring or imbalanced springs. If one spring breaks and you have two, the remaining spring can't balance the door. The door opens partway, then the opener stalls. Call immediately, don't force it.
Q: Is my garage door supposed to stay up when I release it? A: Yes. When you stop pushing the button, the door should stay wherever it is. If it closes on its own, springs are too weak. If it rises on its own, springs are too tight. Either scenario indicates spring problems. Call for inspection.
Q: What's the auto-reverse safety feature? A: When something blocks the door (a person, pet, car, or object), the door automatically reverses and opens. This prevents the door from crushing someone. Safety sensors trigger this feature. Test it monthly by placing a box under the door; it should reverse immediately.
Q: My door makes squeaking sounds. Is that normal? A: Squeaking usually means springs or hinges need lubrication. It's a warning sign. Call for a maintenance visit. Squeaking left unaddressed can lead to binding and damage.
Q: My door grinds or makes loud noises. What's wrong? A: Grinding indicates problems: misaligned tracks, worn rollers, damaged opener gears, or spring issues. This needs professional diagnosis. Call for inspection, don't ignore grinding sounds.
Q: Why is my door so heavy when I manually pull it up? A: Springs are losing tension. When springs fail, your door becomes very heavy to lift manually. In a power outage, you should be able to pull your door up with reasonable effort. If it's heavy, springs need attention. Call for inspection.
Q: My door slants to one side. What's wrong? A: Springs are unbalanced (different tensions) or cables are damaged. This creates a safety hazard. Call immediately for inspection and repair.
Maintenance & Repair Questions
Q: How often should I maintain my garage door? A: We recommend annual maintenance (a full inspection and lubrication). This includes spring inspection, lubrication, balance check, safety testing, and belt/chain inspection.
Q: What does annual maintenance include? A: Spring inspection and lubrication, hinge and roller lubrication, door balance check, safety sensor testing, opener function testing, track inspection, weather stripping evaluation, and overall safety assessment.
Q: Can I lubricate my door myself? A: You can do basic lubrication: spray a light coat of garage door lubricant (not WD-40) on springs, hinges, rollers, and tracks. Don't over-lubricate. But professional maintenance is more thorough and checks for problems you might miss.
Q: What's the difference between spring repair and spring replacement? A: Broken springs can't be repaired, they must be replaced. If a spring is worn but not broken, you can sometimes continue operating (with caution). But replacement is recommended before failure to avoid an emergency.
Q: Is a maintenance visit worth the cost? A: Yes. An annual visit prevents problems, extends door lifespan, and catches issues before they become expensive repairs. One emergency call costs more than multiple maintenance visits.
Q: My door is 15+ years old. Should I replace it? A: Depends on condition. If springs are working and door operates safely, you can continue with preventive maintenance. But be prepared, all components are nearing end-of-life. If springs fail, evaluate full door replacement vs spring replacement. Sometimes door replacement is a better long-term investment than repeated repairs.
Cost & Pricing Questions
Q: Why do prices vary? A: Spring cost depends on spring type (torsion vs extension), door weight, quality (residential vs commercial-grade), and whether you need one or both springs. Opening cost depends on problem severity. Opener cost depends on type and features.
Q: Do you charge for diagnosis? A: Phone diagnosis is free. We ask questions and often identify the problem before visiting. If we need to inspect in person, that's a separate diagnostic charge (usually waived if you proceed with repair).
Q: Why are spring replacements so expensive? A: You're paying for expertise and safety. Springs are under extreme tension. Improper replacement causes injury or death. Professional tools, training, and insurance cost money. It's not the cheapest service, but it's the safest and best.
Q: How do you determine pricing? A: We inspect the door, identify problems, and quote specifically. No guessing. No assumptions. You know the exact price before we work.
Q: Do you charge for overtime/emergency service? A: A surcharge may apply depending on your area. We answer 24/7.
Q: Do you offer payment plans? A: For larger jobs, we can discuss payment options. Call to discuss.
Service Area & Availability Questions
Q: Do you serve Kitsilano? A: Yes. We are based in Richmond and serve Kitsilano along with the rest of Vancouver. Emergency calls are prioritized, and same-day visits are offered when available.
Q: Do you serve other Vancouver neighborhoods? A: Yes. We serve all of Greater Vancouver: Vancouver, Richmond, Burnaby, Surrey, Coquitlam, Port Coquitlam, Port Moody, and more. Response times vary by location; Richmond and nearby areas are closest to our base.
Q: Are you available 24/7? A: Yes. We answer 24/7, every day. Emergencies go first; routine service is booked by appointment.
Q: How quickly can you come out? A: We prioritize emergency calls and offer same-day visits when available. Call and we will give you a time window.
Warranty & Guarantee Questions
Q: What warranty comes with repairs? A: Parts carry the manufacturer's warranty. Labour coverage is set out in our Terms of Service, and we go over the details at the time of service.
Q: What if something breaks during your work? A: We're insured. If we accidentally damage something, our insurance covers it. You're not responsible.
Q: What if the repair doesn't fix the problem? A: We stand behind our work. If the repair doesn't solve the issue, we diagnose and fix it, no additional charges.
Brand & Product Questions
Q: What spring brands do you use? A: We use commercial-grade springs from trusted manufacturers. Springs are high-quality, rated for residential/commercial use, and built to last 7-12+ years.
Q: What opener brands do you install? A: Liftmaster, Chamberlain, Genie, Craftsman, Stanley, Wayne-Dalton, and others. We work with all major brands and source the right opener for your door.
Q: Do you install specific door brands? A: We service doors from all manufacturers. We partner with Clopay, Wayne-Dalton, Ideal Door, and others for new installations.
Q: Can you upgrade my old door to a modern one? A: Yes. We handle complete door replacement with new springs, opener, cables, and installation. We quote it before any work starts; the price depends on door type and insulation.
Getting Service
Q: How do I request service? A: Call (778) 873-7282 or book online. We answer 24/7, every day, for emergencies and routine appointments alike.
Q: What information should I have ready? A: Your address, phone number, and description of the problem. A photo of your door or springs helps. We'll ask clarifying questions.
Q: Can I schedule online? A: Call for emergency same-day service. Standard appointments via phone.
Q: What should I do while waiting for repair? A: Don't force the door. Don't attempt DIY repairs. Secure your garage if the door won't close. We'll be there soon.
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More questions? Call Up and Down Garage Doors in Richmond.
(778) 873-7282
Available 24/7 for emergencies. Licensed & insured.
When Your Opener Works But The Door Won’t Move
If the motor runs but the garage door stays put, the trolley carriage has likely disengaged from the opener rail. Pull the red emergency release cord straight down and toward the door to re-engage it, then run the opener through a full cycle. This happens more often than you’d think after power outages or when someone manually operates the door without resetting the carriage.
Check the safety sensors at floor level too, a misaligned beam or cobweb blocking the lens will stop the door cold while the motor hums. Wipe the lenses and verify the indicator lights are solid, not blinking. If the door still won’t move after both checks, the drive gear or logic board may be the issue and it’s time for a service visit.