Ziegler Doors Inc.

Dear Cathy, We are terribly sorry for the bad customer experience. WE know that our customer service department was having some personnel deficiencies, we were unaware that you had such a difficult time and we sincerely apologise. We have taken your insight very seriously and as a result of hearing your complaints we have hired on additional personnel so that we can improve the overall customer experience. WE know that it's hard to find quality contractors. We have been a leader in the door industry 1967 and we won't stand for bad customer experiences either. I want you to know this was not a reflection of our company and what we stand for. WE have made changes and would love another shot to prove to you that this is not how we do business. Sincerely B. Ziegler

Marina, There is always two sides to every story and I am sorry that you had this experience. We as a reputable contractor since 1967 in the garage door industry, we have seen many companies come and go over the years. I am very familiar with your project and this complaint in particular, I handled this issue for you personally. To the general public please note that there are 2 claims in here that cannot be validated. #1 springs are not measured by weight rating they are measured by "life cycles". A life cycle is the number of rotations a spring can handle and is based upon moderate use and weight is part of the calculation but is not how springs are rated. #2 the weight of the door, we weighed the door in front of her father-in-law and the door did not weigh 600 lbs. Where this weight thing came from is an industry rule of thumb that if the door weighs more than 600 lb the track has a different recommended size from 2" to 3". However this has to do with diflecton in the track and nothing to do with springs. There are 2 ways to deal with deflection on heavy doors. #1 larger track and #2 center and back hang brackets on the overhead track when door are within a considerable tolerance. Ziegler always uses the 2" track and a combined center and back hang bracket on all doors in the +/- 600 lb range.

It is a very common practice in the garage door industry for service technicians to claim the last guy did something wrong so they can inflate a bill (they make commissions). Spring change is the number one claim because it's the biggest thing you can do to a door (besides replacement of the door) generating $100-$200 commission for the tech. The only problem is you stated that the other company tech said the springs were wrong and track was wrong by just standing in your garage and looking at it. This is impossible, the weight is a factor in the springs but not the rating. This is unfortunately how some companies operate. Ziegler does not do this.

When we first received this complaint as you know we took it very seriously and we sent technicians to your home on several occasions to verify that perhaps, we did make a mistake. We took your entire door system apart and re weighed each section (most accurate) and calculated the weight and size of your door and it was determined that the springs size was within normal life cycle range for your door. No it was not the highest rating but it was well within size to operate your door. For free we reassembled the door and provided at no charge lube and tune on both your garage doors and upon departure they were both operating perfectly. What is not being mentioned here is that the Builder (a very large national builder) designed this door system, we bid the project the way it was designed and approved by the city building department and upon completion your home received an occupancy permit. If the system was dangerous or installed incorrectly no final building permit would have been issued. I am sorry that we could not have made you happy and it is unfortunate that we are having to reply to this slanderous statement of distorted facts. It is a counter balance system and they do not work when anything in the balance is incorrect. If the system was wrong, Ziegler would have fixed it. WE believe in making all our customers happy and we tried very hard to help you. WE are sorry that our education about your door system was superseded by a good salesman. Sincerely PR