Position is a useful detail.
Is the door closed, fully open or partway up? Has one side moved farther than the other? These observations help explain the issue without trying to diagnose a spring or cable yourself.
Keep the door and opener in the conversation.
Changing the remote won't resolve a mechanical obstruction or damaged lifting component. Ask whether the proposed repair addresses the source of the problem and what checks will follow.
Use Sun City West, not just Sun City.
They are separate communities. Give the actual address and, for a managed property, the person who can authorize the work. A community or recreation-center membership does not authorize changes to shared equipment.
A lock or key instead?
Home, car and business locksmith information for Sun City West has its own page.