Easy Lift Door Company Inc.

Review: Garage door installed nstalled incorrectly by Easy Lift Doors. Steel cracked from inside, became inoperable, company refuses to fix under warranty

10/11/2013. Wayne Dalton 8100, 8200, 8300 Steel Garage Door. Per Warranty Information: ten (10) Year Warranty from the Date of Installation:

The Product becoming inoperable due to rust-through of the steel skin from the core of the Product section, due to

cracking, splitting, or other deterioration of the steel skin, or due to structural failure caused by separation or

degradation

Contacted installer, who is also authorized distributor of manufacturer & they refused to honor warranty. Requested to speak to manager, and they said he'd call me back (never did). Called again & the manager refused to speak to me. Contacted a third party company to inspect garage door & both Home Depot & the contractor said the interior crack to the steel door should be covered under warranty. Instead Easy Lift wanted to charge me $556.80 to replace two panels, which would be the price of an entirely new garage door (not just two panels)Desired Settlement: I would like my garage door fixed, by the installer, under warranty. As it is stated within the terms of the warranty.

Business

Response:

Initial Business Response

Homeowner was only in contact with [redacted] our receptionist/customer service rep. At no time did the homeowner ask [redacted] to speak with a manager.

On 10.14.2013 my service tech Mikhail inspected the door. His expert opinion was that the door was hit from the outside and because of continued use, the panels eventually started to crack. I had him also check for any rust through. He did not see any. The 10 year warranty from the manufacturer is as follows:

TEN (10) YEARS from the date of installation against:

o The Product becoming inoperable due to rust-through of the steel skin from the core of the Product section, due to cracking, splitting, or other deterioration of the steel skin, or due to structural failure caused by separation or degradation of the foam insulation.

o Peeling of the original paint as a result of a defect in the original paint or in the application of the original paint coating.

Since my tech did not see any rust through we found no reason to replace under manufacturer warranty.

I would be more than happy to send a 2nd service tech out for inspection. He could also provide pictures if any rust is found or not found.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I called multiple times asking to speak with a manager, and will request the recordings of those calls since I work for a school district. Especially the last one where [redacted] put me on hold, came back and said the Manager will not take my call & Easy Lift will stand by their decision and that your company discussed it with the manufacturer and agreed. I also called and left a voicemail for [redacted] your Director of Operations on 10/14/2013 at 3:56 PM (PST), and never received a call back.

Regardless, I sent the images to the Manufacturer and they agreed it is a warranty issue and I they have agreed to replace all sections of the door under warranty. Therefore, Easy Lift Door Company has now lied about Customer Service (or their lack thereof), as well as incorrectly assessed the issue that the manufacturer and manufacturer quality team identified as a warranty issue with 3 images in less than an hour (which puts no faith in your techs skills). I will gladly work with Wayne Dalton, but stand by my claim that Easy Lift Door Company is a horrible with customer service & technical skills.