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Complaint Details
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Initial Complaint
12/01/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Garage door panels showed some deficiencies after a few months from the installation. BROTEN model 4300 16x7 garage door was installed in my property in August 2020 (Project identified as "QXXXXX" in the documentation I have). Points of corrosion (pitting) were detected in February 2021. Customer service (Mrs. ******** ********* was contacted via email on March, 31st, who transferred the case to the service department. Around july 2021 (after some reminders from my side), the service department (Mrs. ***** contacted me to arrange a visit from one of their technicians who took some photographs of the status of the door panels. For the next months (until October) I didn't get any feedback. Once I called BROTEN again, I was informed that the warranty had not been accepted. I requested BROTEN to review the case as those panels and their coating (paint) should be prepared for outdoor conditions and not to corrode (panels have LIFETIME warranty on the paint as per the documentation I have). I was promised that the case would be escalated and that I would be informed. 2 weeks later, I called BROTEN again, and I was informed that a technician would be coming to clean, see if that would solve the issue and take more pictures. He did on the Thanksgiving week. I called BROTEN again today (Dec, 1st 2021) since I haven't heard from them. The message I have got is that ****** is reviewing the case ******** seems to be the manufacturer of the panels). For the record, I have followed all the instructions from the technician regarding lubrication of moving parts and cleaning... This is taking definitely too long and I need all 4 panels to be replaced ASAP. Although the pitting is observed only in the 2 lower panels, I wouldn't want the upper panels to have a different look. BTW: door handles are getting yellow after a bit more than one year. That should be reviewed too, although I assume that once you replace panels, they come with the handles.
Business response
12/07/2021
Business Response /* (1000, 6, 2021/12/03) */ We are sincerely sorry for the experience this customer has had with Broten. After receiving this complaint, we reached out to the customer and our Vice President scheduled a visit to his home. We have resolved this issue with the customer directly. Consumer Response /* (2000, 8, 2021/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) The VP of Operations came to my house, inspected the marks and agreed on the fact that the coating of the paint was defective and that the handles were lacking some UV inhibitor and therefore had turned yellow as per the action of sunlight. He offered to replace the complete sections of the door and promised the company would keep me informed along the process, although the estimated lead time could be long (between 24-30 weeks).
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.