The complaint has been investigated and
resolved to the customer's satisfactionResolved Ideal Door — Company run by hill billies
resolved to the customer's satisfaction
At the Menards store in Champaign I purchased an 8’x16’ Ideal brand garage door. This door would never open without extreme physical effort. It was sent to me with two left side torsion springs. There is a left spring and a right spring. They are not interchangeable
I suspected one of the torsion springs was the problem, but the people at the Menards store could not imagine such a thing, and were of no help at all in resolving the problem. They suggested I call Ideal’s help line.
Ideal’s toll free help line representatives are friendly and could be helpful, but they could not imagine I might have a door with two springs for the left side. I gave up on the help line representatives and sent a letter to Ideal’s Email address.
I emailed high-resolution pictures of the springs installed on the door. Whoever received the pictures agreed it didn’t look right but they were totally baffled by what the problem could be. They suggested I dial the toll free help line again, and perhaps their representatives could talk me through it
At this time I realized I was dealing with someone who was totally unfamiliar with how modern overhead doors work
I sent another Email explaining how the torsion springs work and requesting they send the correct spring for the right side of the door to me through Menards in Champaign Il. This revelation left them speechless. I never heard from them again. Subsequently I visited the Menards store and ordered the correct spring from Ideal. I paid for it myself saving Ideal door $34.95. Perhaps saving the Ideal Door Company from financial catastrophe.
I have no complaint about the quality of Ideal doors. I have used them often and found them satisfactory. I believe they previously used the name Clopay.
Mistakes are made in any manufacturing process. It only becomes a problem when they are not acknowledged.