• Report: #563431

Complaint Review: Amarr Garage Doors - Costco.com

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  • Submitted: Tue, February 02, 2010
  • Updated: Thu, January 10, 2013

  • Reported By: rippedoffbyamarr — Ontario Canada
Amarr Garage Doors - Costco.com
Internet United States of America

Amarr Garage Doors - Costco.com Cheney Door Co Inc. left with leaking doors 2 weeks after installation directly caused by manufacture defects Internet

*General Comment: Amarr Garage Door Windows Leaking

*Consumer Suggestion: clarification needed from the author of this report

*Consumer Suggestion: clarification needed from the author of this report

*UPDATE Employee: Full refund received

*Author of original report: Full Refund Received

*Author of original report: Checks in the mail, okay if you say so

*Author of original report: Checks in the mail...okay if you say so

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In August of 2009 we purchased and had Amarr garage doors installed on our garage through a contractor who serviced our area. Jade Contracting suggested we purchase the Amarr doors as they were a suitable product to our application. We had the doors installed and paid for them with a 700.00 deposit and 2150.00 the day they were installed for a total of 2850.00. Within two weeks of installation the doors leaked and we ended up with pools of water on the floor, we called the installer who say it wasn't his problem and suggested we contact Amarr for warranty repairs. You would think the doors would last longer than 2 weeks! We filed on on-line warranty request but received no response, I waited a week and then called the company. The lady said she had no record of the warranty claim and didn't even know where those on-line claims went to yet she was in charge of warranty claims. She allowed me to file a phone warranty claim with her but then declined it because I did not send photos of the leaks, having to wait until it rained again Christmas night, I ran out with my camera and took photos of the leaks and returned to her via email. I was contacted by a local Amarr Representative who arranged to come out and view the doors on a dry day, and said he couldn't see a problem, of course not it wasn't raining, but he agreed to warranty the window panels and replace them. The panels were shipped out and replaced by a wonderful company called Elite Doors in Oshawa Ontario and they left the old panels behind. within a week of the warranty replacement being done the doors leaked again from the exact same area on the door. The leaks originate from the window sections which were not properly siliconed and sealed in place allowing the water to gather in the snap on window grids and then enter the gap areas in the silicone application and leak into the interior of the door and exit via the hardware points. I contacted Amarr again who denied this could happen again and insinuated that we were responsible for the defects in the windows and said they would not replace the panels again as it was not in their best interest to do so. they said they would pay me back for the doors but only the cost of the doors I would have to cover the installation portion, I argued and they finally agreed to pay the installation portion of the costs but then had to fight with them to get them to pay out in full so I could arrange to get another set of doors installed to replace theirs. I am still fighting with them to get a full refund. My thoughts on these doors is that they look pretty but in regards to quality or function they suck! they are not water proof and if you have anything of value in your garage you can expect it to get wet every time it rains as the doors can not keep water from entering via the windows or the bottom weather seals. Amarrs idea of serving the customer is to avoid doing anything under their warranty and use it as against their customers when warranty issues arise. If you do get them to fix the problem you will have had to jump through hoops, bend over backwards and constantly chase after them to get the problems resolved. If they can't fix the problem on their first attempt they will walk away from the problem and leave you hanging... not a qulaity product and the company does not stand by it's products or give a s**t in regards to it's customer's satisfaction levels. Don't buy these doors unless you are prepared for headache and heartache in regards to warranty issues. Note that the water leakage from the windows comprises the interior of the doors which are not rust proofed and that the water can also cause the slab foam insulation to mold and mildew and can cause air health issues within your garage so the entire leaking panel should be replaced!


This report was posted on Ripoff Report on 02/02/2010 07:58 AM and is a permanent record located here: http://www.ripoffreport.com/r/Amarr-Garage-Doors-Costcocom/internet/Amarr-Garage-Doors-Costcocom-Cheney-Door-Co-Inc-left-with-leaking-doors-2-weeks-after-563431. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
3Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 General Comment

Amarr Garage Door Windows Leaking

AUTHOR: doorguy - (Canada)

Sorry sir, I'm a garagedoor installer. I've been installing garage doors since 1989. We use many different types of garage doors manufactures. The way youre describing the windows leaking by leaving a puddle of water, it is not possible for that much
water to be leaking through any of the garage door windows by leaving a puddle of water when it rains; you would have to have a hurricane to leave that much water leaking. You can stand there with a water hose and youll notice it is all leaking through the bottom of the door underneath the weather seal and that is caused by the concrete of your garage floor sloping in so it is coming
underneath the garage door not through any of your windows. You may get a little bit of leak in through windows but not as much as you described. So I stand behind the installer by him saying your concrete is the problem and not your
garage doors.
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#2 Consumer Suggestion

clarification needed from the author of this report

AUTHOR: mike madison - (United States of America)

I own an Amarr Garage Door and took some interest in looking at the issues that were presented here.  At first it seems 'rippedoffbyamarr' had some very valid points, so I decided to take a look in detail at them.

But I found that I have some questions.  These questions also point to the possibility of 'rippedoffbyamarr' not being informed correctly about some of the things they were claiming to be ripped off by.

For example- was there a claim on Amarr's website or in any of their brochures that the doors are waterproof?  I'm not asking about your expectations, but rather a claim made by Amarr that was not correct, where you felt to need to claim you were ripped off.  Looking more for the facts, in writing by something from them.

I could not find any claim on their website of such, and, could not find that claim on any of the major manufacturers of garage doors websites, - Clopay, Wayne Dalton, Overhead Door. So, while I agree that water in my garage is not ideal, I don't see where you were ripped off?  I can not find a promise or claim that was not true.
Yet, Amarr still attempted to make you happy, and still refunded your money.  And they did this for a claim they never made nor any of the other similar companies have made.  It kind of sounds like they went way above and beyond to meet your expectations they never claimed to be able to do.

It also sounds like you have ripped off their reputation in holding them responsible for something they never said they could do.

You also said the interior of the doors are not rust proof.  The metal is painted on both the interior and exterior and has a 15 year warranty on their base model and lifetime on the higher end models against rust.  From what I read on Amarr's and their competitors websites, it looks like a very advanced painting process they go through.

You also state water can cause the 'slab foam insulation' to mold and mildew which could cause heath issues.  The insulation they use on at least 90% of their doors appears to be polystyrene insulation. This stuff is pretty inert.  They install chunks of it in row boats / canoe ends and float marinas / boat docks with the stuff.  So are you also saying all of these things are health issues when exposed to water for long durations?

My only claim here might actually be you were not ripped off by Amarr, but possibly not informed properly or thoroughly by the sales person you bought the door from at Costco or lead to uncover the expectations you had and if this product can meet them.  It appears that other companies have the same stance as Amarr on this too.
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#3 Consumer Suggestion

clarification needed from the author of this report

AUTHOR: mike madison - (United States of America)

I own an Amarr Garage Door and took some interest in looking at the issues that were presented here.  At first it seems 'rippedoffbyamarr' had some very valid points, so I decided to take a look in detail at them.

But I found that I have some questions.  These questions also point to the possibility of 'rippedoffbyamarr' not being informed correctly about some of the things they were claiming to be ripped off by.

For example- was there a claim on Amarr's website or in any of their brochures that the doors are waterproof?  I'm not asking about your expectations, but rather a claim made by Amarr that was not correct, where you felt to need to claim you were ripped off.  Looking more for the facts, in writing by something from them.

I could not find any claim on their website of such, and, could not find that claim on any of the major manufacturers of garage doors websites, - Clopay, Wayne Dalton, Overhead Door. So, while I agree that water in my garage is not ideal, I don't see where you were ripped off?  I can not find a promise or claim that was not true.
Yet, Amarr still attempted to make you happy, and still refunded your money.  And they did this for a claim they never made nor any of the other similar companies have made.  It kind of sounds like they went way above and beyond to meet your expectations they never claimed to be able to do.

It also sounds like you have ripped off their reputation in holding them responsible for something they never said they could do.

You also said the interior of the doors are not rust proof.  The metal is painted on both the interior and exterior and has a 15 year warranty on their base model and lifetime on the higher end models against rust.  From what I read on Amarr's and their competitors websites, it looks like a very advanced painting process they go through.

You also state water can cause the 'slab foam insulation' to mold and mildew which could cause heath issues.  The insulation they use on at least 90% of their doors appears to be polystyrene insulation. This stuff is pretty inert.  They install chunks of it in row boats / canoe ends and float marinas / boat docks with the stuff.  So are you also saying all of these things are health issues when exposed to water for long durations?

My only claim here might actually be you were not ripped off by Amarr, but possibly not informed properly or thoroughly by the sales person you bought the door from at Costco or lead to uncover the expectations you had and if this product can meet them.
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#4 UPDATE Employee

Full refund received

AUTHOR: Amarr Marketing - (USA)

We apologize for the product quality issues and the lengthy warranty process that this customer experienced with Amarr. Amarr stands behind our garage doors and service to customers. Amarr fully replaced the defective door initially, and then, at the customers request, fully reimbursed her for the purchase price of the door and installation, as well as taking care of the removal of the doors when the new doors are installed. Amarr is 100% focused on providing quality products and service to meet our customers satisfaction and has notified our manufacturing group to ensure this issue does not occur in the future.
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#5 Author of original report

Full Refund Received

AUTHOR: rippedoffbyamarr - (Canada)

As hard as it is to believe we finally received a full warranty refund for the leaking Amarr Garage Doors, We are happy that we can now use our refund to replace the defective garage doors and have found resolution with the Amarr company. It was nice to see a manufacturer take responsibility for a defective product and make the customer happy at all costs. Once we receive a call from the new installer to book an installation date we will make arrangements for Amarrs contractors to uninstall their doors for return. Both my husband and myself are happy to be able to move on and no longer have to focus on this issue. Hopefully Amarr will use this opportunity to review the defective doors and ensure that their quality control/engineering depts address the causes for the water leaks and rectifies them on their manufacturing lines so other Amarr customers will not have to go through the long drawn out process of a warranty claim. Thank you Amarr for working with us to fully refund our monies. Special Thanks to Jason at Amarr Canada for helping to move this issue to resolution.
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#6 Author of original report

Checks in the mail, okay if you say so

AUTHOR: rippedoffbyamarr - (Canada)

Amarr refused to do further warranty repairs to repair the defects on the customers garage doors and opted to pay out to the customer under a `Warranty Refund` for the total of 2850.00 The customer received a Warranty Refund agreement and signed and returned it to Amarr and has been informed the check is in the mail, but to date has yet to receive the refund check from Amarr and is still waiting for their refund for the defective garage doors.
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#7 Author of original report

Checks in the mail...okay if you say so

AUTHOR: rippedoffbyamarr - (Canada)

Amarr agreed to a refund as they are not prepared to repair/replace the garage doors under their warranty agreement. As instructed a Warranty/Refund agreement sent to the customer was signed and returned to Amarr but to date the purchaser has not received payment although they have been advised that a "Check is in the mail". Customer still stuck with leaking garage doors and gets only promises of payment.

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