Raynor Garage Doors

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Much of the information provided by [redacted] is inaccurate and misleadingThese are similar tactics used by [redacted] her ex-husband, so I don't blame [redacted] entirelyWe know she's not involved with this property anymore, so she may be getting second hand talking points (For example: The mention that the openers were never programmed is inaccurateThe remotes are preprogrammed by the factoryWe would think the other garage door companies they had on site would share this information with [redacted] or [redacted] One door did fail do to extraordinary winds, which was replaced at a highly discounted rateAt this time, the owners seemed to understand that these doors and openers were beyond their warranty coverageWe installed the new doorAdditionally, and at our expense, we installed a wind protection package to this doorWe didn't want them to have further issues [redacted] paid for this...with no mention of any additional repairs listed in this complaintNow they are asking us to make repairs to doors and openers that have clearly been abused and misused by other subcontractors on this project After replacing cables on a door that were clearly cut, we quoted a replacement panel that had been damaged when the cable was cutHe asked us to order the panelHe was asked numerous times to sign the quotation/contract, send it back to us, and call in with his credit card informationHe never did this, but then acted surprised that we hadn't ordered the panel yetWe started to get the feeling that we were going to be stuck with the bill, or a special order panel that we can't use, so we asked for a prepaymentThat's when he started to complain to the manufacturer about other issues on this project At this point we have developed mistrust for the owner and encourage him to choose one of the other garage door companies that have reviewed the project Warranty coverage for this project ended years ago in Project delays and divorces don't extend warranty coverageAbuse and misuse has never been covered under our warrantyWind, fire, floods and other acts of nature are not covered by our warranty Initial Consumer Rebuttal / [redacted] (4200, 13, 2015/07/23) */ Why is this case closed? I just spent $3000- fixing work that the original contractor install improperly and COULD NOT WORK as installedIt is sickening if you allow this contractor to get away with this type of workmanship that was described to me as being "absurd", the way it was installed....Gee wonder why they wouldn't come back? Reopen this file Thank you, [redacted] Final Business Response / [redacted] (4000, 15, 2015/07/28) */ This project was installed years agoyears go by without a single phone call from the owners The materials and workmanship are years past warranty coverage and now we are asked to do repairsMost repairs needed are a result of misuse and neglect perpetrated by others We were willing to make repairs, but the owner is unwilling to pay for them No documentation exists that promises we will come back years later and fix damage caused by othersNo documentation exists that states the installations, programming and set up were left incompleteIt doesn't exist because the work was completed in Please note: This type of opener MUST be programmed at installation or very bad things happen to the doors and the people operating themOur installation crews are very aware of this The customer paid the full invoice balance of $14,upon completion of our workThis alone is an affirmation that our work was complete at the time of installation

I have talked to *** at *** Garage Doors who was mentioned in this complaint and is an authorized Raynor garage door dealer and installer. *** did receive a call on a Thursday and due to the nature of the call and their schedule, arrived to the home on Monday to fix. The
initial observation was that the operator plate had pulled loose from the section. *** repaired this at no charge to the customer. They also lubed, checked the tension, adjusted and balanced the door and operator which did not appear to have been done since the installation in 2014. This should be done every year for proper maintenance of a garage door. *** has not received a call that there are further issues so we currently view this case completed. Please let Raynor know if there are any questions and we will everything in our power to help

Initial Business Response /* (1000, 5, 2015/06/30) */
Much of the information provided by [redacted] is inaccurate and misleading. These are similar tactics used by [redacted] her ex-husband, so I don't blame [redacted] entirely. We know she's not involved with this property anymore, so she may be...

getting second hand talking points.
(For example: The mention that the openers were never programmed is inaccurate. The remotes are preprogrammed by the factory. We would think the other 4 garage door companies they had on site would share this information with [redacted] or [redacted]
One door did fail do to extraordinary winds, which was replaced at a highly discounted rate. At this time, the owners seemed to understand that these doors and openers were beyond their warranty coverage. We installed the new door. Additionally, and at our expense, we installed a wind protection package to this door. We didn't want them to have further issues. [redacted] paid for this...with no mention of any additional repairs listed in this complaint. Now they are asking us to make repairs to doors and openers that have clearly been abused and misused by other subcontractors on this project.

After replacing cables on a door that were clearly cut, we quoted a replacement panel that had been damaged when the cable was cut. He asked us to order the panel. He was asked numerous times to sign the quotation/contract, send it back to us, and call in with his credit card information. He never did this, but then acted surprised that we hadn't ordered the panel yet. We started to get the feeling that we were going to be stuck with the bill, or a special order panel that we can't use, so we asked for a prepayment. That's when he started to complain to the manufacturer about other issues on this project.
At this point we have developed mistrust for the owner and encourage him to choose one of the 4 other garage door companies that have reviewed the project.
Warranty coverage for this project ended 3 years ago in 2012. Project delays and divorces don't extend warranty coverage. Abuse and misuse has never been covered under our warranty. Wind, fire, floods and other acts of nature are not covered by our warranty.
Initial Consumer Rebuttal /* (4200, 13, 2015/07/23) */
Why is this case closed? I just spent $3000- fixing work that the original contractor install improperly and COULD NOT WORK as installed. It is sickening if you allow this contractor to get away with this type of workmanship that was described to me as being "absurd", the way it was installed....Gee wonder why they wouldn't come back?
Reopen this file.
Thank you, [redacted]
Final Business Response /* (4000, 15, 2015/07/28) */
This project was installed 4 years ago. 3 years go by without a single phone call from the owners.
The materials and workmanship are 3 years past warranty coverage and now we are asked to do repairs. Most repairs needed are a result of misuse and neglect perpetrated by others.
We were willing to make repairs, but the owner is unwilling to pay for them.

No documentation exists that promises we will come back 4 years later and fix damage caused by others. No documentation exists that states the installations, programming and set up were left incomplete. It doesn't exist because the work was completed in 2011. Please note: This type of opener MUST be programmed at installation or very bad things happen to the doors and the people operating them. Our installation crews are very aware of this.

The customer paid the full invoice balance of $14,859.00 upon completion of our work. This alone is an affirmation that our work was complete at the time of installation.