Durham Doors reviews (49)

Hi David. Sorry that you are not happy but we do not see this review as fair. From the very beginning the importance of the extra weight being added to your door was stressed to you and your contractor. We were told several times to "just order heavy springs" despite explaining the importance of getting the exact extra weight. Your contractor passed us off to his supplier who eventually (verbally) gave us a weight to work with. As we explained to you, and proved after, that weight was off. We came back twice, at no cost, to adjust things for you. At our last visit, the door was running, there was a balance owing to us, and you were told that the door would never run properly as is. We have offered to resolve this issue, but not for free. We ordered your door based on misinformation, after insisting the importance of the spring engineering. That is the only issue here, the springs need to be changed, but we have refused to cover this cost as it was not our mistake. We are still happy to take of this for your, however the cost of the new material, and the labour to redo it needs to be covered. Whether by you directly, or by your contractor but not by Durham Doors as we did everything that was asked of and agreed upon for us to do. We stand behind our work, we told you that this was wrong and needs to be redone, and we are waiting on you to allow us to do so.

Andrew, we do not believe that this is a fair synopsis of what took place. There were issues with your original installation, which we took full responsibility for. Replacement parts were ordered and at that time, due to global supply chain issues, and the fact that you have an American made door, you were told that the ETA for the replacement parts would be in the Summer. Your parts arrived, and were immediately installed in July as predicted. The section was brand new out of the package, and the adjustments to your tracks were made as per our discussed plan. We are sorry that you had a negative experience. Sometimes these things unfortunately happen, but of course no one wants them to happen on their job. We do however feel that the issue is finally rectified, and all be it long. This did take place right around the time that we predicted based on shipping issues that are out of our hands. All the best.

Thank you so much Susan. Always happy to help out, glad you love the doors!

Always happy to help and glad we could get this handled for you before the weekend. Thank you for the kind words!

Thank you Jamie for your business and the great review.