Metropolitan Garage Door

Submitted a web form for a repair job. No call back.
Called next day and politely asked for a quote. Out of the blue, the guy is yelling at me and then hangs up. Literally, I just need the torsion springs replaced on my garage door and I’m getting yelled at!
After hang-​up, I call right back and ask why he hung up on me. No answer, gave him the specs of the job, he gives me a quote at which time I thank him and then hang up myself. I paid over $ 100 more at a competitor because I didn’t want to give this guy a dime of my hard earned money.
If you can’t be polite to potential customers and hang up on them, you aren’t going to get the money for this job or any future ones of mine or any of my friends.

Do not ever use Metropolitan Garage Door. Never. Not under any circumstances.
Metropolitan installed our garage door and our garage door opener in 2006. In 2012, the large center coil snapped and the door literally came crashing down. It was terrifying. They were responsive and came out the next day to temporarily fix it, but then it took another week for the full repair because they had to wait on parts. The repair was done for free, because the door was relatively new. I appreciated that, and until yesterday, I would have been happy to recommend them to anyone.
On Tuesday evening, I backed out of the garage and pushed the button to close the garage door. It started to come down, and I watched the cable on the left hand side come shooting out. This was followed by the entire left side of the door falling down off the track. The door was solidly jammed, on a diagonal, with the left side out of the track and only the arm from the garage door opener holding it up. Luckily my father was visiting and he disconnected the garage door opener, and managed to manually close the door (partially). It was still at least three feet off the ground on the left side, and it couldn’t be locked in any way. Not good.
First thing Wednesday morning, I called Metropolitan on my way to work. I explained the situation. He told me that this is quite normal and he’d have to look up my paperwork and call me back. He called me back about 15 minutes later and confirmed that they’d installed the door in 2006, realigned it/​oiled it in 2009, and replaced the coil in 2012. He said he had no explanation for the fact that it’s fallen twice in less than a year, unless I’m «overusing» the door, or maybe I’m «misusing» it, but he’d send someone out to take a look. I said that I’m usually the garage door normally, but I was getting on the train, so I really couldn’t argue with him about that. He told me he’d call me after his guy had determined the problem.
Around 10am, my nanny texted me to say that the garage door guy had come and was very nasty to her. He closed the door properly and told her not to touch it because it was dangerous. He said he couldn’t fix it and he’d be back «sometime next week». Then he left a receipt that said he’d been her for an hour, when in reality, he was here for less than 15 minutes. I was tied up with work so I gave the information to my husband, who called them and was told they had to order the part, but they’d have it fixed this week. Okay fine.
This morning, I received a call on my cell phone. As soon as I picked up the phone, someone SHOUTED at me «what did you do to that door?» I was completely lost, and had to ask twice who the caller was. I still don’t have a name, but I know it was Metropolitan. This person then proceeded to berate me, telling me that my «story» doesn’t make sense, that I «obviously jammed something into the tracks to break the door» or that I «took a wrench to it». (Note: I am not proud to admit this, but I wouldn’t recognize a wrench if it fell on me). I explained that I did nothing but push the button to close the door and the cable snapped. He yelled and ranted and raved at me for 20 minutes — telling me that these things don’t happen, that he has 40 years of experience and he know that I did something to the door, that I’m overusing and misusing the door (how does one misuse a garage door, incidentally?), and that I have no idea what I’m talking about. I told him over and over what I did and what I saw to no avail. He said he would send a man over this afternoon to SHOW ME what I must have done to the door. At this point, I legitimately thought the man was crazy, so I told him I no longer cared what he thought and I just wanted it fixed, which my husband was told would occur this week. He screamed «I TOLD YOU I CAN’T GET THE PART UNTIL NEXT TUESDAY!» Then he said he wasn’t dealing with me anymore and he hung up on me! I was so upset that I was literally shaking and I almost started crying.
I called Door Boy in Berkeley Heights at 11:30 am. By 1pm they were here. By 2:15 pm, the door was repaired for $ 170. The repairman told me that the problem was that the center coil didn’t have enough tension on it to support the weight of the door. The lack of tension caused the cable to loosen, and made the door come down unevenly. When the door dropped unevenly, it cause the cable to jump off the pulley. This was the result of the coil (which Metropolitan installed last summer) not having enough tension; it had nothing to do with the way we use the door, how often I open and close the door, or anything else I do. It was the coil!
I will be calling Metropolitan tomorrow to let them know that they can keep their part, their recriminations, and their attitude because I will not be using them again. I will also be telling everyone I meet this story, because no one should be subjected to that kind of abuse over a lousy garage!