American Auto Body Repair

Initial Business Response /* (1000, 8, 2017/07/31) */
Revdex.com complaint #[redacted]
The complaint from [redacted] had been discussed with [redacted] on two lengthy phone conversations. [redacted] did have a cable jump off in January 2016 and we did come to fix at no charge to him out of courtesy. A...

cable can jump off sometimes and there is no warranty with that but we did not charge as stated.
[redacted] is also correct when we talked about his spring but he described it as making noises and I did advise him to lubricate the spring and that would stop that spring from sounding like it was creaking and that was on April 22 2016. That is normal and it is the homeowner's responsibility to maintain and lube their springs, hinges and rollers at least once a year.
Then On in January 2017 [redacted] phoned and explained the door just dropped. I sent out our technicians to see what happened. Their reports states, both cables were off the drums wrapped around the shaft and the door had damage. They used the same cables that were on the door as they were not frayed or kinked in anyway and reset on the drums. The set screws on the drums were tight, the set screws on the springs were tight so there was no slippage and again it would be impossible that both set screws on both drums and springs loosened at the same time to allow a door to fall to the ground evenly. No other damage was visible, including the tracks. The tracks were in perfect condition which is odd if a door just fell because usually if a cable comes off a drum the door will jamb cockeyed into the tracks and jamb into the tracks due to a cable being shorter or longer than the other one. Our technicians worked on and ran the door 10 complete cycles after repair and the door worked fine but the door had damage to it. They tried to recreate this issue and the door ran fine without any hesitations or issues.
This is what I explained to [redacted] on 2 different conversations, it is impossible for both cables to just come of a door at the same time and drop the door under normal use. [redacted] says the door just dropped to the ground evenly and quickly after he pressed his remote. For a door to drop or free fall the cables must come of completely from the top or bottom which they did not. Now if the operator is not engaged (the pull cord was in neutral position then the door will come down but not so quickly with force to do damage as the springs act as the counter balance. The springs are loaded when the door is in the down position and the springs were not broken. It is the owner's responsibility to make sure his operator is engaged or not engaged. [redacted] says, when he pressed his remote the door just dropped but if you look at the picture he sent I'm not sure he if did have a remote work because the operator is not plugged in. Now if the operator was not plugged in and the operator was not in engaged mode then I could see the door falling closed but I would still question both cables jumped off both drums at the same time without some other scenario involved. If the door was raised and went to far up and the operator was not plugged in, then the cables could go slack and come off the drums and wrap the shaft like the picture shows but the point here is, there had to be another factor in this situation that is not due to install or any fault of MGM Automated Doors. The operator has tension device to let the operator know if the cables are taunt or loose and if loose the operator will turn. It does happen where one cable does come off a drum as what happened in January of 2016 which we repaired at no cost, also if one cable does come off the door will jamb on an angle in the tracks.
I was polite with [redacted] and explained to him that this was not an issue with install or faulty cables, drums, or springs. I did say to [redacted] I would make some inquiries and with all of our resources and we could not come up with a why his door dropped completely after he pressed his remote. For the door to completely drop the cables would have had to be completely be off both drums but when the door is in the up position, the cable wraps around the drums. Now if the door goes back to far then the cables can come off the springs would not allow the door to drop with the force [redacted] is indicating. I did have a 2nd conversation with [redacted] and said to him something else happened to that door that was not a faulty issue. I did not say or accused him of any other actions but I was clear that there was no way that door dropped by our installation or bad product.
Also let's look at the timeline, installed Nov. 2015 this happened in Jan 2017. I don't know what [redacted] is expecting but there is no warranty on a door for that period especially as we can't control if the operator was disengaged or not or if any possibility of the door had anything interfere with the closing or opening. A door 14-15 months later that fails and no evidence of a faulty install nor faulty product. Cables do jump off of drums and usually due to something interfering with the door opening or closing.
I do understand [redacted]'s want or need to think we are responsible but there is more to this unfortunate issue then what MGM Automated Doors selling or installing and repairing that is out of our control.
I don't know how to solve his issue because he thinks we are the ones to blame and that is just not the case. In our professional opinion some other factor was involved and it does not involve MGM Automated Doors and no overhead door company warranties a door for that period of cables coming off. You would be charge a service call which we did not because I did not think after what had happen with [redacted]'s door that it was unnecessary and I was not going to add to his situation.
As stated above our company reacted immediately to his concerns but unfortunately [redacted] is looking for us to solve an issue that is really his responsibility as we have repaired his door to work.
Best regards,
[redacted]
Sales Manager
MGM Automated Doors
Initial Consumer Rebuttal /* (3000, 10, 2017/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As we look at the timeline from when the door was installed and its obvious that its been an issue right from the start. within 2 months of installation one cable fell off and jammed the door. and they did come out and fix it right away. then a few months later the main torsion bar was binding up real bad and then a big snap would come out of it as the door opened and closed. as I stated before I emailed [redacted] and he told me that is perfectly normal and just have to spray it, which I took his advice and did that, all that did was make it a bit quieter but still was binding up. Then after about 12 months after the first cable coming off, the cables came off both sides this time and the door fell straight to the ground busting the door up. As [redacted] keeps saying that is totally impossible, I have pictures to prove that both cables fell off which I had already sent to him and I have pictures of his employees re installing both cables that came off. the door has been an issue basically since day one and everything that has happened for some reason is not part of any warranty. as he states in his response that the have NO idea why both cables came off the drums as its apparently impossible that it can happen but it has.
in his response he states " In our professional opinion some other factor was involved and it does not involve MGM Automated Doors" I want and NEED to know what the factors are/is. if there is a "proper" way to push a button on a remote control that will keep the cables on the drums I would like for them to show me.
also in his response he says the springs are loaded which prevent the door from free falling. so it looks like to me that the were loaded wrong and when both cables fell off the drums the door fell straight to the ground, and he states that the springs were not broke.
so I am am stuck with a door that is broke, that had issues right from the start with no answer as to why but in there " In there professional opinion some other factor was involved and it does not involve MGM Automated Doors.
doesn't sound very professional to me.
I feel like with the lack of response from the time they fixed the door when it fell and broke to now which has been approx. 8 months and the lack of response to my emails and lack of response this Revdex.com complaint until the very last day they had to respond it seems to me they were hoping that I would just go away and they wouldn't have to deal with this.

Final Business Response /* (4000, 16, 2017/08/18) */
Aug 18 2017,
It is very unfortunate that this consumer is unhappy because of an action/incident that happened to his door 15 months after install. He keeps saying the same thing but really sheds no light on the actual event that his door dropped by pressing his remote which for the 4th time noted is impossible to happen. His theory of the spring being installed backwards is again false as this door would not open or close at all but this door worked after install, and during the first 15 months until an incident caused that door to jump both cables and just free fall without any broken springs or broken cables. This consumer still has not addressed the issue that his operator was unplugged in the pictures' he provided as noted before twice. He obviously unplugged the operator because his pictures show that. He took the picture's and before we were there.
We have addressed each and every time [redacted] called and we are not going to extend ourselves anymore for an issue that clearly was created by misuse of the door outside normal use.
We have answered him in previous letters of what other factors cause cables to jump from both drums, but he still does not accept it so we are through with going over and over the same claims from this consumer.
His statement of lack of response in 8 months again is an exaggeration as pointed out previously in January he called us and we came the very next day to get his door operating. He was told that day that something other than pressing his remote interfered with that door. Also again in April and again late May. The real issue here is, the consumer obviously did have an issue with his door but it was not from any manufacturers issue, nor an installation issue as this door just does not free fall from pressing a remote and he asking for us to replace a door because something he or someone else did but he is reluctant to understand that his story does not make sense in anyway.
We have offered him a reduce cost to replace his panels and he covers the labour. That is all we are going to offer as the owner is responsible for how he operates his doors.
MGM Automated doors has nothing else to offer to this complaint.
Final Consumer Response /* (4200, 18, 2017/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the door falling was not the first problem I had with this door. its the third problem in 15 months. as its been documented time and time again. but just to refresh memories after only 2 months after install one cable came off and the door wedged. then the torsion spring started binding and snapping. remedy spray lubricant on it. then the third problem was BOTH cables came off. in my opinion if this door was installed properly the cables shouldn't come of a total of 3 times in 15 months. but I am no expert. first he said that something must have jammed the door which that didn't happen, now [redacted] is saying the operator was unplugged, well we both know that wasn't the case. they are just blaming everything but what the actual issue is a problem with the install. then they offer to sell me a new door at cost plus labor to install it. that is an insult. I already spent alot of money with them. as his last response he wont do any more. terrible way to operate a business once its installed anything happens its the customers fault. so I hope the Revdex.com posts this on their site so others can see what I went through cause its not right!!. I did make a call to another garage door company and they are going to come out and take a look hopefully they will shed light on what happened. once they do I will add to this with what they find.