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New England Leasing Reviews (1)

Initial Business Response /* (1000, 8, 2016/04/05) */
[redacted] bought a door from Boncor in 2007. In January of 2016 he informed us of an issue he was having and wanted it replaced by warranty; we promptly sent out a technician to do an inspection of the door system to see what the problem was...

and, to provide us with a detailed report. The technician found that the door was installed square and plumb but, did note that there was a slight bow in the striker post on the door.
I notified the current manager of our door plant in [redacted] with the issues and it was concluded that the door would have been experiencing these problems from day one if it was indeed a manufacturing defect. However, this occurred many years after it was installed so it was decided that there must be some sort of external factor working on the system causing it to happen. A door wouldn't just start to bow on its own accord.
Some ideas were discussed as to what could have been causing the warping (i.e. the house may have settled, thermal bows can/may occur) but upon discussing these ideas with [redacted] he disagreed and disclosed the fact that he had a 25 year warranty on his door. Boncor has never offered a warranty with that time period, and upon further research, no other door manufacturer offers such a timeline either. I asked him to provide us with his warranty certificate that states the 25 year coverage and he could not provide one to back up his claim. He simply stated that he was "told in good faith" that it would be covered for that period. I informed him that I could not get a door replaced simply on information that was verbally stated to him ten years ago and that if he could provide us with hard proof we would gladly stand behind it.
Unfortunately [redacted] does not feel that this is acceptable even though it was clearly communicated to him that certain information is required to back up warranty claims.
If [redacted] can provide us with such warranty certificate we will most certainly look into the claim again and if necessary replace.
I have attached the current warranty information so there is no confusion as to what is covered. You will see that there is no instance where there is coverage for 25 years.
I hope that this helps with the claim against us and we would like to reassure you that we fully stand behind our warranty program, if the problems encountered, fall within the limits of coverage.
I look forward to your response in this matter
Thank you,
Initial Consumer Rebuttal /* (3000, 11, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The infomation on the 25 year warranty came from [redacted] staff at Boncor. I do not have my warranty cert so before explaining what my issue was I asked what my warranty period was.
I do not believe Boncor is going to take any action to fix or replace my door. I have take steps to correct the problem myself.
I will take this experience as a lesson learned.

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Address: Route 202, Winthrop, Maine, United States, 04364

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