Safety first
Springs and cables hold a lot of force. A door can weigh more than 200 kg, and the springs carry that weight. Do not adjust, loosen or undo anything on them. Keep people, pets and cars clear of a door that is crooked, jammed or stuck part open.
The emergency line, 03 8789 9398, is answered 24/7. We aim to have a technician with you the same day to fix the door or make it safe.
Is it an emergency?
Call the emergency line if the door puts people or the house at risk, or if you cannot get your car in or out.
| What has happened | Call now? |
|---|---|
| The door will not close and the garage is open | Yes. The garage stays open until the door is fixed or made secure. |
| The door has come off its tracks | Yes. Do not force it. |
| Your car is stuck inside, or outside | Yes. |
| A spring or cable has broken, with a loud bang or a door that suddenly feels very heavy | Yes. Do not use the door. |
| A car has hit the door | Yes, if the door is bent, will not move or will not close. |
| The door works but is noisy, slow or the remote is patchy | No. Book a standard visit. |
The tracks are the metal channels the door runs in.
Standard bookings are usually available within one to two business days. Use the online booking page or call 03 8789 9397. If you are not sure, call the emergency line and describe what you see.
What to do right now
Safe to do
- Keep people, pets and cars away from the door.
- If the door only starts down and goes back up, wait until it has stopped fully open. Then clear anything from the opening and wipe the lenses of the safety beams, if your opener has them. These are small sensors low on each side of the opening.
- If the door is off its tracks, switch the opener off at its power point, but only if you can reach it without standing under or beside the door.
- Take photos of the door and the opener, and note any flashing lights or beeps.
Leave to a technician
- Springs, cables, brackets and any bolt or screw on the door.
- Pressing the remote again and again. If a spring has broken or the door is sticking, the opener is not built to make up for it and can be damaged.
- Forcing a door that is off its tracks.
- Releasing a door that is crooked, jammed, stuck open or part open.
If a spring or cable has gone
Signs are a loud bang, a door that feels very heavy, an opener that runs while the door barely lifts, a visible gap in a spring, or a door that sits crooked or lifts unevenly. Cable trouble can show as one side sitting lower, a jerky door or a frayed cable. When a spring breaks, the stored force is let go suddenly. Stop using the door and call.
If your car is stuck inside
Many automatic doors have a release, often a red cord, that frees the door from the opener so it can be moved by hand. The design differs by brand and model, and there is no one method that suits every door. Check your opener manual. AGG Doors explains the risks in its guide to disengaging a roller door motor.
Makers say to use the release with the door closed if at all possible. An open door can fall fast if its springs are weak or broken. Do not use the release if you heard a bang or think a spring has broken. Call instead. If the door is very heavy to lift by hand after release, that points to a spring problem. Stop and call.
If a car has hit the door
Whether the door can be repaired depends on how bad the damage is, the door type, parts supply, and whether the tracks, frame or structure were hit. Photos help us give first advice. A hit door may also be off its tracks, so do not force it. The panel door guide and the roller door guide cover the parts that can be replaced.
Keeping the house secure while you wait
An open or unlocked garage can be a way into the house. Victoria Police says offenders have used garage doors to get in. Its advice:
- Lock the door between the garage and the house.
- Take garage remotes out of parked cars.
Visible cameras and sensor lights also help, and always check the door has closed all the way. Many openers hold the door locked while it is engaged. Once released, the door is no longer locked. If you release a closed door to get your car out, the garage stays unlocked until the door is re-engaged. Your manual explains how.
What happens when you call
- Call 03 8789 9398. The line is answered 24/7.
- Say what the door is doing. Mention any flashing lights or beeps, and whether it is a roller or panel door, if you know.
- We aim to have a technician with you the same day to fix the door or make it safe.
- If the part your door needs is not on the van, the technician makes the door safe and secure before leaving, then returns with the part.
What it costs
A standard call-out to a Rowville address is $249, including GST and the technician's labour on site. Parts and bigger repairs are quoted on top, and you decide before anything is fitted.
After-hours call-outs cost more than the standard visit. The rate is confirmed on the phone.
As a guide, a torsion spring replacement starts from $459 for one spring and $699 for a pair. A cable replacement starts from $449 with the drums at the front of the door, or $539 at the rear. The repair cost guide has the rest.
Emergency questions
Should I pull the release cord to get my car out?
Only if the door is closed and your opener manual says how. Do not release a door that is open, part open, crooked or jammed. It can fall fast. If the car is stuck and the door is not safe, call the emergency line.
Can I leave the door as it is until morning?
If it is closed and nothing is broken, a standard booking may do. If the garage is open, a spring or cable has broken, or the door is off its tracks, call now. The technician can make the door safe and secure.
Do I need photos before I call?
No. Call first. Photos of the door and opener, and a note of any lights or beeps, help us give first advice and a rough estimate.
Can you always fix the door on the first visit?
Not always. If the part is not on the van, the technician makes the door safe and secure, then returns with the part.
What if the door only reverses and I can see nothing wrong?
Check the beams and the floor first. The steps are in the guide to a door that won't close. If it still reverses, stop pressing the remote and call.