Damaged track.
We checked all the sections of the tracks and found they a lot of parts had rusted and were damaged. We discussed this with the customer and he decided to replace the entire arrangement. We carefully set the door down and removed the damaged parts. Then we installed the new tracks made sure they were completely aligned with the door and operated the system several times to make sure it was moving safely and smoothly.
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* $29 service call - deducted from the service
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