Lifetime Door Company installed Mr. [redacted] garage door and door opener 06/03/2006. The door and opener were ordered from Lifetime by the garage building contractor that...
Mr. [redacted] had contracted with to build his new garage. The builder ordered an 18’ X 7’ steel one sided insulated door.
On 10/27/14 Mr. [redacted] contacted us to say that his door opener was not working. When our service man arrived, he found that they had a broken spring on their garage door. Our service man did not have springs for an 18 X 7 door on his truck and a second man was sent out the following day to replace the springs.
Because Mr. [redacted] was running the door with a broken spring on it, the flexing of the door from the pressure of the opener lifting the addition weight of the door caused the two top sections to split.
We explained to Mr. [redacted] that after replacing the springs on the door it would not run properly with the damage to the sections. Our recommendation would be to replace the door with a two sided insulated door as to not have this occur again in the future if and when a spring were to break again. Springs are rated at 10,000 cycles and depending on the usage of the door, springs generally need to be replaced anywhere from 5 to 10 years.
We can order sections to replace the damaged sections on Mr. [redacted]’s door, but weighing the cost of replacing the sections with the possibility of future problems, and installing a new stronger door, we recommended replacing the door. Replacing the sections would be close to half the cost of the new door.
In conclusion, the damage caused to Mr. [redacted]’s door was caused by him running the door with a broken spring. We did not want to replace the springs and then explain to him that the door would not function properly until the sections were replaced and further damage would be caused to the door if they were not replaced. We were being up front and telling him what needed to be done and what his options are. In no way were we trying to sell him something he did not need. Sections for his door would need to be special ordered as we do not stock any doors 18’ wide in single sided steel. Had he bought the door directly from Lifetime, we would have explained to him the advantage of the two sided steel and recommended he buy the two sided steel door to avoid the exact problem he is experiencing.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [redacted] accused us today of stealing the equipment that his technician supposedly left with a contractor on the job site. As I told him, if I gave his payment to a contractor doing work on his property and he didn't receive it, I am sure that he would not accept that as an excuse. [redacted]'s response, "we leave the transmitters and owners manuals on site and I have never had a problem."Then to blame the customer for missing equipment? Not ok. Regards,
[redacted]
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 [redacted] 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. ([redacted] 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 [redacted] 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. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
ID [redacted]
In response to the complaint filed by [redacted].
Lifetime Door Company installed Mr. [redacted] garage door and door opener 06/03/2006. The door and opener were ordered from Lifetime by the garage building contractor that...
Mr. [redacted] had contracted with to build his new garage. The builder ordered an 18’ X 7’ steel one sided insulated door.
On 10/27/14 Mr. [redacted] contacted us to say that his door opener was not working. When our service man arrived, he found that they had a broken spring on their garage door. Our service man did not have springs for an 18 X 7 door on his truck and a second man was sent out the following day to replace the springs.
Because Mr. [redacted] was running the door with a broken spring on it, the flexing of the door from the pressure of the opener lifting the addition weight of the door caused the two top sections to split.
We explained to Mr. [redacted] that after replacing the springs on the door it would not run properly with the damage to the sections. Our recommendation would be to replace the door with a two sided insulated door as to not have this occur again in the future if and when a spring were to break again. Springs are rated at 10,000 cycles and depending on the usage of the door, springs generally need to be replaced anywhere from 5 to 10 years.
We can order sections to replace the damaged sections on Mr. [redacted]’s door, but weighing the cost of replacing the sections with the possibility of future problems, and installing a new stronger door, we recommended replacing the door. Replacing the sections would be close to half the cost of the new door.
In conclusion, the damage caused to Mr. [redacted]’s door was caused by him running the door with a broken spring. We did not want to replace the springs and then explain to him that the door would not function properly until the sections were replaced and further damage would be caused to the door if they were not replaced. We were being up front and telling him what needed to be done and what his options are. In no way were we trying to sell him something he did not need. Sections for his door would need to be special ordered as we do not stock any doors 18’ wide in single sided steel. Had he bought the door directly from Lifetime, we would have explained to him the advantage of the two sided steel and recommended he buy the two sided steel door to avoid the exact problem he is experiencing.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [redacted] accused us today of stealing the equipment that his technician supposedly left with a contractor on the job site. As I told him, if I gave his payment to a contractor doing work on his property and he didn't receive it, I am sure that he would not accept that as an excuse. [redacted]'s response, "we leave the transmitters and owners manuals on site and I have never had a problem."Then to blame the customer for missing equipment? Not ok. Regards,
[redacted]
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 [redacted] 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. ([redacted] 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 [redacted] 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. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]