Garage Door Company Sold Wrong Spring

[Jade4]

What is the name of your state (only U.S. law)? Georgia
Due to an accident, one of our garage doors was damaged and needed to be replaced. I contacted the company that sold the original door to our builder (11 years ago) and they sent out a representative. He noted the specs and informed me that they would provide a quote that would make the replacement door look exactly like the old one (and our undamaged door). This included the base door as well as the materials and labor to add decorative trim boards that make it look like a carriage door and all labor and materials to remove the old door and install the new one.

Several days later a sales representative sent me the quote and I asked if I could just buy the door and installation hardware and do the rest myself, which they agreed. While installing the door, I ran into two problems. The first was that the track was not adjustable as to the distance from the door frame. It was intended for doors that do not have decorative trim, yet I needed to move it back 3/4" to account for the trim boards. Fortunately I was able to reuse parts from my old door that are adjustable so I kept going. Then after installing the door, I was unable to balance it correctly and contacted the dealer, only to be informed that the spring they sold me was not strong enough to counter balance the weight of the door with the trim added. Now they want to charge me to come out, remove the old spring (which is an entirely different type of spring where it is inside the rod, not outside) and install a new spring (that is outside the rod), reusing the spring rod and other hardware from my old door instead of new hardware.

I reminded the person that they knew the trim was required, and that they made a mistake. He agreed, adding that the spring would never have worked properly and if he had been involved instead of the other person, he would never have sold me that particular door. I am hoping to come to an agreement where they will provide the labor to change out the required parts at no charge but if that doesn't happen, I wanted to see if there is a chance that I might have a case against them.

 

[Zigner]

What is the name of your state (only U.S. law)? Georgia
Due to an accident, one of our garage doors was damaged and needed to be replaced. I contacted the company that sold the original door to our builder (11 years ago) and they sent out a representative. He noted the specs and informed me that they would provide a quote that would make the replacement door look exactly like the old one (and our undamaged door). This included the base door as well as the materials and labor to add decorative trim boards that make it look like a carriage door and all labor and materials to remove the old door and install the new one.

Several days later a sales representative sent me the quote and I asked if I could just buy the door and installation hardware and do the rest myself, which they agreed. While installing the door, I ran into two problems. The first was that the track was not adjustable as to the distance from the door frame. It was intended for doors that do not have decorative trim, yet I needed to move it back 3/4" to account for the trim boards. Fortunately I was able to reuse parts from my old door that are adjustable so I kept going. Then after installing the door, I was unable to balance it correctly and contacted the dealer, only to be informed that the spring they sold me was not strong enough to counter balance the weight of the door with the trim added. Now they want to charge me to come out, remove the old spring (which is an entirely different type of spring where it is inside the rod, not outside) and install a new spring (that is outside the rod), reusing the spring rod and other hardware from my old door instead of new hardware.

I reminded the person that they knew the trim was required, and that they made a mistake. He agreed, adding that the spring would never have worked properly and if he had been involved instead of the other person, he would never have sold me that particular door. I am hoping to come to an agreement where they will provide the labor to change out the required parts at no charge but if that doesn't happen, I wanted to see if there is a chance that I might have a case against them.

The spring was correct for the door that they sold you...it only became a problem once you modified the door. Normally I'd say that it's on you. Since he seems to agree that he screwed up, I suspect that you'll be able to come up with an agreeable solution. I suspect a more reasonable expectation, however, is for you to pay for the labor and for them to supply the correct part.

 

[adjusterjack]

I wanted to see if there is a chance that I might have a case against them.

I don't see it. When you take it upon yourself to buy materials and do your own installation in order to avoid spending the money on a professional YOU are the one who is supposed to KNOW what materials are needed and RECOGNIZE when the wrong item is provided.

The risk becomes yours, the consequences become yours.

That the supplier is willing to work something out with you is a gimme.

But since you know all about installing garage doors why don't you just uninstall the springs, drive them over to the supplier, and exchange them for the proper springs?

That's what my friend in the garage door business would do if the materials package contained the wrong part.

 

[Jade4]

Thanks for the responses. Normally I would not think there was a case but in this instance what gave me pause was that I wasn't just buying something off-the-shelf, like I could have done at a big box store. I paid more by going to a specialist because I needed their expertise to be sure I was getting the proper materials. From what I understand, the won't sell a door to an individual without first having someone see firsthand what is needed.

And while I do have some experience with garage doors, this particular spring system is new to me and I was going on their word that it would work. It's a shame that it doesn't because it is exponentially better/safer than traditional torsion springs.

I'll wait for their response and most likely just pay for their labor to be done with it. Thanks again for the help.

 

[Zigner]

I don't see it. When you take it upon yourself to buy materials and do your own installation in order to avoid spending the money on a professional YOU are the one who is supposed to KNOW what materials are needed and RECOGNIZE when the wrong item is provided.

The risk becomes yours, the consequences become yours.

That the supplier is willing to work something out with you is a gimme.

But since you know all about installing garage doors why don't you just uninstall the springs, drive them over to the supplier, and exchange them for the proper springs?

That's what my friend in the garage door business would do if the materials package contained the wrong part.

I disagree. If the company had sold a spring to the company that was for door B, knowing that the customer has door A and that the customer asked for the hardware/spring for door B, then the company is wrong. What happened here is that the company, at the customer's request, sold door A and the spring for door A, then the customer modified door A in such a way that the spring for door A was no longer appropriate. Same end result, EXCEPT that the company has already acknowledge that they had full knowledge of the intended use and that it was their fault for selling the wrong spring.