My garage door actually tore in two places, making it unusable as it bent out of shape coming down the track. My home was a spec home built in 2006 by Denova Homes. I knew the garage door was crap when I saw how thin the aluminum was, uninsulated, and they used styrofoam for in certain spots as fill in.

I had called my builder who informed me that there was a warranty from the manufacturer, Northwest Door, but the contracting company who installed the door would have to come out and take photos and inspect it. After coming out and looking at it, this is the email that he sent directly to Northwest Door along with photos:

"Yesterday I met up with a homeowner who had contacted you on 5/9/2011
(see attached email)in regards to a couple of sections that have
split/cracked. I have attached a couple of pictures as well. Upon
inspection it is clear that the sections themselves have just
split/cracked at 2 locations. Both areas that are splitting are at the
center of the sections. The # 3 section is splitting at the top of the
section and the # 4 section is splitting at the bottom of the section. I
did inspect the entire door and at this time I could not see any other
areas that have this issue. I also did inspect the door for install, and
it looked clean. I also inspected the door for any type of misuse or
damage by the homeowners and could not find any. Overall door was in
good shape and homeowners garage was clean. Homeowner is requesting that
these 2 sections be replaced at no cost to them due to what they feel is
a manufacturer defect. I did explain to homeowner that I was there to
inspect the door only, and that any warranty determination would have to
be done by Northwest Door. Should you have any questions please feel
free to contact me. I can also provide you with another picture or 2 if
needed. "

So after a long period of no response, I get a call directly from Northwest Door saying that they will need to come out and inspect it again. I got a call from their California Territory Sales manager Clint Atkins who set a day and time to come. I was happy and hoping once they come out, they would hurry and get my replacement process complete so I could use the garage door again (it doesn't open or close). Well, the day of the appointment, Clint and the company's National Sales Manager, Bob Poirer come 30 minutes late, and didn't even have the courtesy to call to let me know they were going to be late. After less than two minutes of taking photos, they left. I tried to speak with them, but the attitude of Bob already felt as if he had some sort of vendetta to not warranty this door (maybe for a company bonus or something). He was rude, arrogant, and was completely uninterested in speaking with me or asking me any questions about the door. I asked him when I would hear back, and he said in two days.

A week and two days passed, and I finally heard back from Bob Poirer, after I had sent him an email wondering what the heck was going on. This is the absurd email he wrote to me:

From: "Bob Poirier" <[email protected]>
Sent: Thursday, June 16, 2011 8:29:56 PM

After investigating the issue with your door, we have found this not to be covered under our warranty policy. The top rail of the third section has been hit, then the horizontal rail was cut in order to try and force the two sections to line up. With continued use, the door sections continued to be more and more damaged, until door no longer worked properly. Due to this, there's nothing we can offer under our warranty policy.

I was completely floored as to how in the world this poor excuse for a manager would accuse a customer of something completely preposterous. Seriously, does anyone in their right mind come to the conclusion that cutting a garage door will make it work better? Here is what I responded with:

"Bob, first you come to your appointment 30 minutes late without calling to let me know you`ll be late, then you are a week late in responding as you originally agreed, and then fling some preposterous accusation of me of cutting the door? Do you even realize the absolute insanity of what you are saying? Do you think I`m a garage door engineer to imagine that cutting the door would make it work or know where to cut it? Why would anyone cut their garage door to make it fit properly when i know i had a warranty to just call you? The tears in the door are what made it NOT fit properly.

Please explain what type of logic you`re using here, because it seems youre making this accusation with no merit. And you say after investigation you came to this conclusion? It seems you made up your mind about what to do before seeing it since your "investigation" took less than 2 minutes and you didnt even care enough to ask me any questions.

Even the contractor who came first told you it looked defective and he told you in an email his findings. He also told me he has seen another case with the tear before.

What kind of company says blames a customer for a defective product? "

I CC'd my response to the CEO of the company, who also has yet to even take the time to reply. I cannot believe a company like this still exists with their shoddy garbage garage door products and even worse product warranty.

BUYER AND BUILDERS BEWARE!!! DO NOT USE OR BUY OR INSTALL NORTHWEST DOOR GARAGE DOOR PRODUCTS!!!