Service FAQ

Use the service request form, or call 512-782-8787. Include your location, what's happening, and photos or a short video if you can — it very often lets us resolve it without a trip.

Manual systems: replacing frayed ropes, inspecting and installing missing hardware (anchors, D-rings, clasps), lubricating pulleys and zippers, adjusting panels for proper operation, reinstalling broken zipper heads where repairable, and installing customer-provided filler flaps or expansion panels.

Motorized systems: inspection of motors, side tracks, remotes, and hood components, plus remote reprogramming or resets as needed.

More than people expect. Motor limits, track obstructions, control and switch issues, zipper and flap adjustments, and operating technique after staff turnover are all commonly resolved over the phone.

No, and the reason is the machine rather than the willingness. The clear vinyl and the border are not glued or stitched together — they are melted into a single piece by a fabric welder, an industrial machine with a 20-foot arm that lives on the shop floor. There is no portable version of it. Any company you might have hired faces the same constraint.

So a failed weld or a tear means the panel comes back to the shop. Send photos first and we will tell you whether it is a repair or a replacement.

It is the install in reverse, and it is a two-person job on anything wider than about 10 feet.

1. Lower the curtain all the way. On a rope-and-pulley system, unwrap the rope from the cleat first.
2. Unclip the webbed bottom straps from the D-rings in the floor.
3. Unzip the panel from the curtains on either side of it, and from any weather flap attached to it.
4. Slide the bottom bar out of the pocket along the bottom edge. Keep it — it goes back into the repaired panel.
5. Remove the self-tapping screw holding the curtain in the top track.
6. Slide the top welting out of the track, working from the middle of the opening toward the outer edge. If a corner is tight, loosen the track, slide the welting past it, then re-secure.

Fold it, never roll it, and only above 50°F. Folding is what keeps shipping affordable. Cold vinyl is stiff and creases badly, so if the panel has been outside in the cold, bring it indoors and let it warm up before you fold and box it — and do the same at the other end before unboxing.

You ship it to us, we ship it back. Send us what the outbound shipping cost you and we will credit your account for it, so the repair costs you nothing in the end.

That credit stays on your account. If you need a repair years from now, outside warranty, we will apply it then.

Once a year, ideally just before your busy season. An annual tune-up is the single most effective thing you can do to extend the life of the system, and it catches the small issues before they strand you on a Friday night.

3 years on workmanship and 5 years on motors, for the original purchaser.

Not covered: faulty third-party installation, hail, flood, fire, harmful chemicals or fumes, misuse or abuse, fading, chalking, oxidation, acts of God — and the operating-limit situations above. Repeated exposure to winds above the rated speed while deployed and secured will damage the curtains and voids the warranty.

Warranty work is covered. Non-warranty visits are quoted before dispatch, and an onsite visit carries a labor charge. Service visits are scheduled after full payment on the original project.

No. Panels and filler flaps are made to your exact dimensions, so they are quoted and purchased separately and fabricated to order.

Not required, but recommended. Having a manager or point of contact available lets our tech walk the completed work, flag anything else they noticed, and get approval on additional repairs while they are still on site.

Nationwide, the same as our install coverage. Our crews run out of Austin and San Antonio and travel; we do not farm service out to third parties.

Sometimes. Send photos and we'll tell you honestly whether it's serviceable or whether you're better off replacing it. We won't take a service call we can't actually resolve.