Ammar automatic garage doors or door openers

The reports, as CPSC published them

1. No one hurt

   Made Dec 3, 2014 · , sent to the company Dec 16, 2014 · , published by CPSC Jan 2, 2015

   The product, in the report: Steel torsion bar spring on the top of the 16’ Ammar Garage Door that lightens the weight of the door for opening.

   Purchased a Amarr Garage Door in 1/19/2009 through Costco.com. On November 25, 2014 heard a large explosive sound in the Garage. Looked about and couldn’t find anything, I tried to open the garage door and it would not open. My door operator would go into protect mode. I examined my door to find that the large torsion spring across the top of the door which is torqued very tightly had fractured in several places sending shards of metal about the garage. The door itself is about 500lbs or more. I couldn’t open the door manually. I called Costco and received an email that I would be contacted. It took 8 days only after I contacted the Executive offices in Washington State to get someone to talk with me. In the end I was told that I was on my own and that the warranty period had expired. I spoke to Amarr Door company and through a number of emails and was told that I was out of warranty. I told them that people have doors that the hardware lasts for decades. I assume the springs come from China. I am concerned that a recall may be in order. I wonder how many people have exploding springs and don’t report the incident. I am concerned that someone may lose an eye or worse.

   I am enclosing my correspondence: Good morning [REDACTED],

   11/26/2014 I am sorry to hear of the problem you are experiencing with your door. Would you please provide a copy of your original purchase receipt. Also, could you please tell me the series of your door (Classica 1000, 2000 or 3000), the size of your door and if the door has any glass sections. This will help determine if the doors are still under warranty. If it is determined that the door is still under warranty, we will need to know the specifications of the door to ensure that the correct part is ordered. Sincerely, ___________________________________________________ [REDACTED] Process Control and Resolution Specialist, Service Center Sectional Doors Americas www.amarr.com Intrematic 3800 Greenway Circle, Lawrence, KS 66046 USA

   Direct: [REDACTED] Main: +1 866-366-7701 Fax: +1 866-366-7702 E-mail: [REDACTED] www.entrematic.com

   11/26/2014 I responded Good morning, Costco has the information and the website won’t let me go back to Jan. 2009, when it was purchased. This information is on the side of the door: W06535389KS & ITEM# 99056822 (attached is a photo of the broken spring....) Both cars are stuck in the garage. Its a very heavy door even for two adults to raise and it will not stay up. Please see attached email from Costco from 11/25/2014.... Thank you for your assistance. [REDACTED] Dear [REDACTED] ,

   My name is [REDACTED] and I have been assigned to the issue with your Costco.com order.

   Based upon your initial contact with the Costco.com customer service staff, I understand that the spring that the opener uses broke and the door will not open. I sincerely apologize for any inconvenience this has caused. I have provided this information to our buying team to get this issue resolved as quickly as possible.

   You will be contacted by a member of our buying team within 1-2 business days as they will further assist in resolving the issue at hand.

   If you should have any questions or concerns during this process, please do not hesitate to let me know and I will be more than happy to assist you. My direct contact information is: [REDACTED] Ecommerce Resolution Specialist Phone: [REDACTED] Fax: [REDACTED] Email: us_ecom_resolution@costco.com Monday-Friday, 9:45 AM – 6:00 PM PST

   Please respond to this email in order to keep a history of this correspondence and ensure proper routing to the appropriate Resolution Specialist.

   “Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.” On 11/26/2014 [REDACTED], Are you able to take a picture of the sticker on the side of the door? Unfortunately, the two numbers provided will not let me pull up a specific order and the Coscto system and our system are not linked, so I am not able to pull up your order that way either. However, there is more information on that sticker that will allow us to determine the model and size of the door. A full view of the interior and exterior of the door is helpful as well. Anything you could provide would be great. Thank you, ___________________________________________________ [REDACTED] Process Control and Resolution Specialist, Service Center Sectional Doors Americas www.amarr.com Entrematic 3800 Greenway Circle, Lawrence, KS 66046 USA on 11/26/2014 I sent email to Ammar Good morning,

   Costco has the information and the website won’t let me go back to Jan. 2009, when it was purchased. This information is on the side of the door: W06535389KS & ITEM# 99056822 (attached is a photo of the broken spring....) Both cars are stuck in the garage. Its a very heavy door even for two adults to raise and it will not stay up. Please see attached email from Costco from 11/25/2014.... Thank you for your assistance. [REDACTED] On Wed, Nov 26, 2014 at 7:51 AM,[REDACTED] wrote:

   Good morning [REDACTED],

   I am sorry to hear of the problem you are experiencing with your door. Would you please provide a copy of your original purchase receipt. Also, could you please tell me the series of your door (Classica 1000, 2000 or 3000), the size of your door and if the door has any glass sections. This will help determine if the doors are still under warranty. If it is determined that the door is still under warranty, we will need to know the specifications of the door to ensure that the correct part is ordered. Sincerely, ___________________________________________________ [REDACTED] Process Control and Resolution Specialist, Service Center Sectional Doors Americas www.amarr.com Entrematic on Nov. 26.2014 I recieved Dear [REDACTED], You recently contacted us concerning the torsion springs on your Stratford 3000 steel garage door (This was determined using the section label provided). We examined the warranty documentation in order to make a determination. We regret that we are unable to honor your warranty claim. Your model of door has a three-year warranty for the associated hardware such as springs. You indicated that your door was purchased in 2009, which means that the hardware warranty would have expired in 2012. I’ve attached a copy of Amarr’s residential warranty for your review. _______________________________________________ How does steel springs fall out of warrant after a few years. Garage doors last for 30 and 40 years without the springs fracturing. If my springs exploded all the molten metal made bad springs during the manufacture. How many other homes out in the US have experienced this failure? How many other claims have been made and been denied to save money on Amarr’s cost? Costco did not stand behind the Customer. They love to advertise and state that they do. There were no support or assistance to me. Amarr has a responsibility under The Magnuson–Moss Warranty Act to provide the proper caliber of spring that would last for many years.

   Model

   W06535389KS & ITEM# 99056822

   Bought from

   Costco, Texas

   Bought

   Jan 19, 2009

   Where

   katy, Texas: Home/Apartment/Condominium

   Who was involved

   Age 57, Male

   The reporter’s relation to them

   Unspecified

   As this report names them

   Brand Ammar, made or sold by AMARR GARAGE DOORS COMPANY

   How badly, in CPSC’s words

   Incident, No Injury

CPSC’s disclaimer

Sources