Never had an issue with mine.
You have to loosen both of them in order to be able to change your ride height. Whoever installed your coilovers tightens them together so that they don't change while you're driving around, for obvious reasons.
You might want to get two wrenches so that you can turn the two collars in opposite directions to loosen them up. One of the collars is free floating and will easily go up/down the threads on your coilovers. You don't even need a wrench to move this one up and down after you have untightened it.
The other one actually adjusts the height of your car and will be more difficult to turn. You will need the wrench tool to move this one.
Make sure that when you're done adjusting you tighten them back up with each other so that they don't change. Also, screwing the collars down lowers your car, while raising the collars up the thread raises your car up.
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