Lifetime Door Company, Inc.

Review: Based on Lifetime Door’s responses to their previously filed complaints, I am sure they will twist this around to their favor. I hope they will not take advantage of future customers who may be elderly or desperate to get something fixed. Make sure you buy their expense doors and have funds for future replacement and/or repair costs.

Events:

10/27/14

Called Lifetime Door Co and asked if someone could repair our garage door we bought from them in 2006. I noticed a cut on the top door panel and looked like something maybe wrong with the opener or something. She stated there would be a *service charge*. Appt made for Thursday 10/30/14. Someone will call that morning to confirm the time of arrival.

10/30/14

Repair man arrived. Stated spring is broken and would need to be replaced. He did not have the spring with him. Also, the top panel would need to be replaced. I asked the time frame and he stated 2+ weeks. I asked if this was covered under the warranty and it was not. Warranties are only good for a year. He did not have the cost at this time.

I was concerned the door would stop working and inquired what we can do if this happened. He stated it would take 2 guys to lift the door. I stated, due to our schedules we have limited time to handle this in the event the door does not open or close easily. He stated he can come out on Monday if they had the part.

After thinking about this I called *** at Lifetime Door Co and stated my concern the door may not function over the weekend. She checked and they do have the spring in stock. She highly recommended we replace both springs because the other spring would break in the near future. Now we are up to around *$250.00* for both springs not including the 1 door panel. The appt was set for the next day 10/31/14.

10/31/14

Spoke to the repairman on the phone since there were 2 separate conflicting voice mail messages. He stated he would arrive within 20 minutes. He arrived almost an hour later. He looked at the door and stated we would now need 2 panels and both springs replaced. Due to the cost he recommended a new door. The cost would around *$1000.00*. About a *$80.00* difference between the repair and the new door. He then pressed on the panels pushing the screws away from 2 panels and highly recommended a 2 steel sided door because we probably will encounter the same problem in the near future.

NOTICE THE PROGRESSION:

-service charge, no repair on the day;

-1 spring and replace 1 panel;

-2 springs and replace 1 panel;

-2 springs and replace 2 panels;

-new 2 steel sided door

-double sided steel door

-$$$$ I took 2 days off of work to try to get the door repaired; door still not repaired; $$$$ possible vandalism and stolen property; undue frustration and worry the door may not be functional

I became very frustrated and asked him to leave stating we need to think about this. I pressed the door opener to close the door and the door took several attempts to close. I contacted *** at Lifetime Door Co and voiced my concerns. I was so upset I had to hang up before I raised my voice. No return call.

I just wanted the door repaired we bought from Lifetime Door 8 years ago. Now we can’t afford to replace the door for damages we did not cause. We just paid off the loan for the new garage and will have to take out another loan.Desired Settlement: I am now stuck with a garage door that will have major repair costs in the future if I do not purchase a new steel door. I want a garage door that will last a reasonable amount of time (more than 8 years)without any major problems when properly used. Lifetime Door is aware of issues with the springs and panels they sell to consumers after the warranty expires. From 1 spring repair cost to the cost of a new steel door is extreme.

Business

Response:

ID ***

In response to the complaint filed by ***.

Excellent workmanship - efficient, fast and well done. I am very pleased with the cost of the door and what was included.

We came in on a Friday at 4:15,and the lights were off,but the door was open.The store hours were until 5. The salesman was very nice,and said their would be someone out Monday to measure the door,to make sure of a right fit, and they would squeeze us in that week for an install.Monday at 7am the phone rings,"someone called in sick,can we please make it tomorrow". I agreed.
Tuesday at 8, he calls,and tells me he will be here at 11-12am. I told him to call 1st because my Wife and I both work nights and are normally sleeping during the day.
11:30 he rings the door bell 3x,NO call 1st, freaks out the Dogs,and in the 1 min it took me to get to open the overhead door( I am surprised it even worked!) here he is peering into the window..He is gone in 5 min.
I had to call THEM to find when the squeeze me in time was...
The Installer was a very nice guy,called 1st,and was done in about 90min.BUT, he left screws,staples from the boxes the stuff came in(the big brown ones) and nuts all over my Garage, and driveway floor(I counted 7 total),and He was smoking in my garage with the door 3/4 of the way closed!....NOT very professional if you ask me.

Review: In 2011 I purchased a door and closer from Lifetime Door Co. and had it installed by their company installers. On October 20, 2014 the spring mechanism tore out of the wood it was attached to falling down and damaging the door. When I looked at how it was installed the wood lag bolt that tore out was installed in a seam between two pieces of wood instead of centered on the blocking. I sent an email and asked what my options were. I spoke to *** and he tried to set me up with a service person to come out to look at it. I spoke to *** who said she couldn't get anyone out today, Oct 22. when I talked to another person whose name I didn't get, I explained the situation to him. He told me there would be an $89 service charge to which I asked if your service person says it was installed wrong I wouldn't have to pay that correct? Because it is the installers mistake. he said no he has to charge the $89 to send someone out. I asked if he stands behind his installation and told him what is wrong and he hung up on me. I called back and asked again and he hung up again. I have taken pictures showing the poor placement of the bolt and where it failed but he didn't care to even hear what I had to say. I am a carpenter for over 18 years and know the proper placement of fasteners, and this was poor placement.Desired Settlement: Since this will take some time I will re mount the tension spring if the bracket isn't too damaged. I would like Lifetime to replace the damage done to the door by the tension spring, and if the door has faded so the colors don't match , replace the door. If I cant re use the bracket I would like that fixed too.

Business

Response:

I was personally unaware of the problems that Mr. *** was having with his door. I sent a man to Mr. ***’s home to evaluate the problem and we have agreed to replace the two damaged sections on his door.

We bought a new door from Lifetime Door 6 years ago no problems. Recently we were having problems with the motor (door went half way down then went back up) and I called them to service our unit. They came out and said we just need to "wipe the eyes off" and then they charged us $89. 10 days later, the door still was not working and we called them again. On the phone he told me it was no charge (since the issue wasn't resolved), so they came out and "adjusted the eye" and charged another $89. I called the dispute and he was extremely rude, but finally waived the 2nd bill. Problem is still happening and I think motor needs to be replaced so we are going with ANOTHER company. I feel like they just wanted to keep coming out and servicing for $89 a pop!

I had a new garage door opener installed, I am very pleased with the service that was provided, as well a the product.

Review: We ordered expensive garage doors from Lifetime for our new house. We asked for color samples multiple times and were told that we could not have any. When the doors arrived they were darker than we remembered. *** the manager at lifetime was off for the week and Lifetime decided not to complete the install until ***s return. In the meantime collections contacted me and I told them I was not able to pay for doors that are likely incorrect. When *** returned, I asked him to bring his sample to the site. He said the doors are correct and there was no need to come out. We started to accept the color until Lifetime came to finish the install and the trim around the doors matched the color we remembered but are VERY different from the color of the door. I insisted that this color was incorrect and *** contacted the vendor for another sample. In the mean time, I was contacted again by Lifetime collections. I informed them that the install is not correct and to date does not have all components installed. I called *** this morning to check the status of the sample and he informed me that they will be filing small claims court. This is ridiculous service and threatening legal action before the issue is resolved is not appropriate.Desired Settlement: I would like this situation to go on lifetimes record and I would like Lifetime to provide the premium product that I paid for with complete and full installation prior to paying the remaining balance.

Business

Response:

The customer and his wife were in our showroom a number of times before placing the order for the doors. They looked at the doors and sample colors. A contract was drawn up and signed by the customer and a down payment was paid. When the doors were installed, the customer told the installer the doors were not the correct color. The installer contacted the office and they decided to stop the completion of the installation until the issue was resolved as to the color of the doors. We verified along with the manufacturer that the doors were the color that the customer ordered. We did have a delay in applying the outside decorative hardware because when it was determined to precede with the completion the hardware was out of stock and we were waiting on a new shipment to arrive.We did not refuse to provide the customer with a color sample. We did say that we could not let them take our sample from our showroom, but the manufacturer would send us a sample for him. The sample did arrive and his wife picked it up today. The issue with the door stops not being an exact match to the door is because the door stop and the doors are not made by the same manufacturer. The door manufacturer does not make door stop and the door stop manufacturer does not make garage doors. We get the closest match to the door that is available. The job is completed and if there is an issue with the door openers they are covered under warranty. The contract was written as Balance to be paid on completion. The owner received the doors that he ordered and we completed the installation. When we complete a job and are not paid for it, our only recourse is to legally try to collect it. Lifetime stands behind our workmanship and our product. We provide the best product available to us and our manufacturers and behind their products as well. If a customer orders a product from us and then is not happy with their choice, we do not feel that it is the fault of the manufacturer or us. We gave the customer what he orderedLifetime stands behind our workmanship and our product. We provide the best product available to us and our manufacturers and behind their products as well. If a customer orders a product from us and then is not happy with their choice, we do not feel that it is the fault of the manufacturer or us. We gave the customer what he ordered. The job is completed and if there is an issue with the door openers they are covered under warranty. The contract was written as Balance to be paid on completion. The owner received the doors that he ordered and we completed the installation. When we complete a job and are not paid for it, our only recourse is to legally try to collect it. Lifetime stands behind our workmanship and our product. We provide the best product available to us and our manufacturers and behind their products as well. If a customer orders a product from us and then is not happy with their choice, we do not feel that it is the fault of the manufacturer or us. We gave the customer what he ordered.

Consumer

Response:

The sample was received today not when requested when the order was placed 12/15. Remotes for doors included with the opener were never received. Somehow *** feels that a remote that goes in your car is an optional accessory even though the liftmaster model that was specified in the contract comes with them. The keypad for outside was discussed many times via email and phone but was not specifically stated in the last quote received. (*** also almost ordered mahogany even though I clearly stated ash. I did catch that mistake). The doors do not close due to a pressure sensor error and *** said that the installer wouldn't have left like that. Openers were not functional when the installer left. At my company, both senior designers and the director of interior design both agree that the color is not a match and should be rejected. I am more appauled that instead of fixing the issue, Lifetime is more concerned with collections and threatening legal action.