Neighborhood Garage Door

I got a new garage door, tracks, trim, and spring system installed by Neighborhood Garage Door, LLC on 2/2. They followed the instructions and specs I provided. However, on 1/6/22, the electricity went out, and my automatic garage door stopped working. I tried to open it manually, but I couldn't because the emergency-release cord didn't stay disengaged, there were no handles on the door, and the hinge was too small to grasp. I spent 30 minutes trying to open the door myself but had to call a friend to help me. It took both of us to raise the door, and when we closed it, the weight of the door slammed it shut. It could have hurt someone. I called the company, and they said the door should have handles and easily lift with one hand, and the release should disengage when pulled. They suggested it might be the spring. I scheduled a service for 3:00. The serviceman said there was nothing wrong with the type of release, and the door was getting caught on something, but then he said nothing was wrong. He also said the spring was fine and that not everyone wanted a handle. He offered to attach handles for $75. The installation manual says the handles should be attached, and the emergency release cord should easily disengage and remain disengaged to enable manually lifting the door. The consequences of the door had this been an emergency rather than the inconvenience of a missed appointment could have been dire.