ComplaintsforIonia Garage Door

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 20,2023 we paid Ionia Garage Doors $1690.00 to install a garage door opener on our pole barn that we work in. The garage door opener worked for a little while then quit. A person from this company came out to look at it some time end of July or first of August, 2023. At this time this person stated we needed a whole new track and door. We had two estimates before we had this company install the garage door opener. The first estimate was somewhere around $4000.00 because this company was honest and stated at the time that we did need a new door and track. Ionia Garage Doors sent someone out and he stated we just need a garage door opener and that no new door or track was needed. So for $1690.00 we went with Ionia Garage Doors. When the representative from Ionia Garage Doors came out to see what the problem was he stated we needed a new door and track, disconnected the garage door opener that they installed and stated he would give us an estimate on a new door and track. This was in July/ August and we have not heard anything back from Ionia Garage Doors. So we cannot use the garage door opener due to the person disconnecting it and it didnt work before he disconnected it anyways. We have contacted them several times with no response. We would like our money back or for them to fix the garage door opener so that it works and not just for a few months. Their number is ************.

  Business response

  09/24/2023

  We had replaced the top section of the customers door due to it being the wrong size door for the opening he had. We serviced the door and installed a new opener. The door and opener was running smoothly. Once we received a call from the customer that the opener was malfunctioning, we were out there in less than 30 minutes to provide service. Once arrived on site we noticed the opener was disengaged from the emergency release and began to see what the issue was causing the malfunction. Once on the ladder we noticed that the track at the top that mounts to the wall and the torsion tube that holds the cable drum was damaged. This damage was not there when we installed the opener. We also showed the customer the damage and showed that it appeared the track was hit due to it being bent outwards. The barn post at at the same side opening was loose and moving around. At this point we told the customer that the damage was excessive and that it was suggested to repair the post and also suggested replacing the tracks and possibly the door due to the amount of damage and that the cost for replacing broken parts would be nearly the same cost as a new door. Before the we left we went over the damage one more time and that the post would need to be replaced before we could replace the door. The customer then asked us to take a look at his other opener that was I stalled by another business and we informed him that we do not repair that brand of openers due to it being an unreliable brand and we would not warranty it in any way and that he should contact the other company since it was replaced fairly recently and should be covered under that businesss warranty. The customer has not reached out to us since that day in any way. There has been no attempts to reach us either by phone or via email. 

  Customer response

  09/26/2023

   
  Complaint: 20597194
  
  I am rejecting this response because:
  The company told me before installing the opener that the track and door did not have to be replaced so they installed the garage door opener despite saying that we did not need a new track or door. The other estimate we received the business told us that the door and track had to be replaced and the company that installed the garage door opener stated it did not. When they came back out to see why it was not working at this time they stated we did need to replace the garage door and track. There was no damage in between visits. The track is in the same condition as it was when they installed the opener. After all of this the company was asked by me to give me an estimate for a new door and track and I have never received an estimate or notified by this company again.
  Sincerely,
  
  *********************

  Business response

  10/05/2023

  This door likely ran rather well when originally installed years ago, even then the track was altered from the original design. The original top section that was installed years ago had to be "rigged" in order to work. When we first went out there, there was no clearance between the top section and the ceiling to install an opener. The original section installed, prior to our arrival, was too tall to have enough clearance for an opener. We ordered a shorter section to allow the clearance needed to have the room for an opener to be installed. We did this at a considerably lesser cost than replacing the door which then gave us enough clearance. At the time the customer was elated that we could save him thousands by replacing the panel to achieve the goal of having an opener installed. At the time we swapped the panel out, we installed an opener. The opener was plugged into an outlet in the ceiling that was operated by a ************ install, the customer expected us to rewire the outlet to be hot at all times so that it was not ran through a switch. We informed him that we do not rewire outlets because we are not licensed or insured to for this type of work. An electrician would have to do this work. As a courtesy, we ran a temporary extension cord so that the opener would work off of a different outlet until he could have a licensed electrician remedy his outlet issue. At the time he was firm that we do the electrical alteration as he became upset as we informed him again we are not responsible for the work of an electrician. 

  The building we did this work is an older barn that is used for farm work and is used to bring farm equipment in and out and to build large hay wagons. We cannot be responsible for warrantying the door or openers under these conditions. The building has many uneven surfaces and older wood/posts and framing. We had lubed and balanced the door so there was no excessive wear on the opener. The door and opener ran fin for several months. 

  For **************** to make such a complaint on the issue several months later after the door and opener was working under such conditions of the equipment and work being done in the building is not fair. When we went back out after we received a call(about 20mins after receiving the call) we noticed that there was additional damage to the rails of the door. We mentioned this to **************** and denied knowing of anything causing such damage. We cannot be held responsible for changes in the condition of the door causing a change in the operation of our work. Whether he wasn't there for the damage caused or not, there was damage to the existing track of the door. There was clearly a change in the condition of the existing track and we feel that we are being taken advantage of for not taking responsibility for damage we did not cause. 

  We are willing to go and remove the opener and prorate a refund as it is in farm use condition of 70% for the opener cost. At that point we will move on from this matter and **************** is welcome to use any other company he chooses as after this situation we will pass on any future work with him.

  Customer response

  10/08/2023

   
  Complaint: 20597194
  
  I am rejecting this response because:  It wasnt about the money. It is the principle of the matter. There are and never were any extension cords used and again there was no damage to this door after the installation of the door opener. We have witnesses that can testify to this. This business stated at the beginning that there was no need for a new door and track and after installing the opener and it quit working is when they stated anew door and track was needed. I would have went with the other companys bid if I would have known that this company lied about needing a new track and door. 70% of my money back is not satisfactory. 100% and they can have the door opener back. We will not do business with this company ever again.
  
  Sincerely,
  
  *********************

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