Complaint Review: Amarr
Amarr Reliabilt by Amarr Garage Door Reliabilt Nationwide
This is my experience with Amarr warranty repairs (Entrematic is who you deal with for repairs). I bought a Reliabilt by Amarr model 700 door from Lowes back in February of 2014. Lowes "recommended" but did NOT require that some "do it yourself" installation kit be purchased. We declined this, because it was UNKNOWN and not required for the sale.
I installed it in late February using the parts that came in the box. The parts conisted of all the necessary the tracks, panels, bolts, springs, spring rod, pullies, cables, and two winders. The door worked flawlessly... UNTIL October 16th, 2016.
During a wind storm in Seattle, the power went out for about an hour (see: Windmageddon 2016, the storm that never was). My Genie garage door opener experieneced a complete failure of the electronics and no longer operated the door. This was on Thursday, October 13th. On October 15, 2016 I purchased a new Chamberlain opener with Internet gateway and battery backup at Home Depot. On the 16th I installed it. About 2-3 hours after installing the new opener I heard a loud boom, and went to investigate. It sounded like something hit my house. I found nothing. Half an hour later, I heard a louder boom. Again, I went to investigate. I found nothing. Back to watching TV.
A few minutes later, my wife decided she wanted to try the internet app to open the door. Upon pressing the button, the door began to rise, but the opener sounded very labored. It got about half way up and STOPPED. As it turned out, the right-hand spring had broken, explaining the booms. The first boom was hearing the spring crack, and the second was hearing it break and unspool the cables, due to the double winder design. I was eventually able to free up the door enough to get it to close. It slammed down under its weight, forcing the opener to run faster than designed. Fortunately nobody was hurt, and the door only suffered minor warpage of the inside of the top panel at the lift point.
I called Amarr on October 17th on my way to work at about 8:00 AM PST. They said to use their online form submission. I did so that evening. On October 19th, we were contacted via email and asked for MORE pictures of the inside of the garage, the broken spring, etc. I sent those to the agent the same day. We were contacted again on October 21st, stating that they had not received the pictures. I sent the pictures again the same day. On October 24th, I was informed that the "incorrect operator bracket" was being used, and that we had an old version of the winding units. I queried what was meant by "incorrect operating bracket" as this is what came in the box. I was told that I was supposed to have ordered and used the "installation kit" at the time the door was ordered and installed, and that if they followed their NORMAL warranty process, that my warranty would be denied. I thanked the agent for clearing up what parts were needed and they agreed to ship them to me. Back and forth this went in email until November 3rd.
On November 7th, I finally got fed up and called them. I was told that the parts were due to arrive in Seattle on November 14th and that no tracking number was available. I inquired what was taking so long. I was told that they have to order a bunch of springs at a time since they didn't have them in stock. Certainly that can't be the case for one of THE most popular springs on the market? At any rate, I ended the conversation at that point, basically fuming because they could not/would not give me more information.
On the 10th I find a box has been delivered on my front porch. My wife looks and it looks like it has been opened or very poorly taped. It contains the parts: a new-style S3 winder, two new springs, two new cables, two end brackets, a different style of operting bracket that crosses the entire upper panel, and a nylon spring bushing, some partial instructions, and that's it.
Fortunately, I am an engineer at heart, and do all my own work. I got it all installed in about 3 hours, and had the door up and running.
Now we get to the COMPLAINT. WHY did it take almost an entire MONTH to get warranty parts to me? WHY isn't Lowes ENFORCING that people purchase the "installation kit" (which I later confirmed contains only the S3 winder, the operating bracket, and maybe the bearing brackets) instead of letting them walk away with the WRONG parts? WHY are the WRONG parts in the factory box? WHY is the "installation kit" REQUIRED at all?
The bottom line is this: IF YOU EVER PURCHASE an Amarr door, make sure you order the "installation kit" (AT EXTRA COST) to FIX the issues with the packaged parts that will come with the door. This seems to me like extremely bad business practices to package the parts like that at all. Why not just package the CORRECT parts to begin with, then there would never be any kit required, nor any problems.
This report was posted on Ripoff Report on 11/15/2016 01:05 PM and is a permanent record located here: http://www.ripoffreport.com/reports/amarr/nationwide/amarr-reliabilt-by-amarr-garage-door-reliabilt-nationwide-1338286. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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