Problems with bi-fold door
Discussion
I am writing to seek assistance in the repair/replacement/refund of a bi-fold door that was purchased (from Express Bi-fold Leeds) in Jan 2014.
2 years after purchasing the glass panels started to mist in-between the panel
We contacted the company last year (Jan/Feb) and after several conversations and e-mail where we supplied them with images, they concluded that the problem with the fitting and not the product – and during the summer months this problem does not exist so we decided not to pursue. We were advised that there would be a £250+vat charge to inspect the problem – but product would not be covered under warranty – Despite the products being sold to us with a 10 year warranty.
This Christmas, we had problems with the lock on Christmas Eve. It would not lock. We call them again, and were advised that “it would be most cost effective” to call a local lock-smith who would be able to sort the problem out at a low cost.
We called a locksmith and he removed the barrel of the lock and advised that the problem is a lock-gearbox, which should be covered by warranty especially on a product like this – Quoted “I would expect this to have at least a 10 year warranty”.
We were advised on reporting this to EBD that a replacement gearbox would cost £90+VAT, and fitting £300+VAT. The lock only comes with 12 month warranty.
We complained in writing about the lock and the panel and received a reply stating that the panels are covered by a 10 Year warranty, and the lock is only 12 month (because it was fitted by our builder as part of an extension) – if EBD had fitted the door the warranty on the lock would have been 5 years.
Today I have contacted again, stating that we would not have purchased a door for £4300 on the basis that it was under warranty for 12month and was expected to last less than 3 years.
They have confirmed in letter that the glass panels are covered, but the fitting/removal of these would be chargeable at £300+VAT to remove the blind (which is where they believe the problem is) and re-manufacture new blinds and fit them for an additional £300+VAT.
Can you offer any assistance with this matter, surely a 4-fold bi-fold door, costing over £4,300 (unfitted) should have a life expectation of more 2 or 3 years. Locks should last more than 3 years, we have locks on front door and back door which are used more frequently that have lasted over 10years with any issues.
I currently have a unlocked door, (unusable, and not fit for any purpose), a bill of several hundred to correct the glass and lock, and even if we agree to this no warranty longer than 12 months? This is surely robbery, and there should be some route for action against this company.
They advise the lock is “made for them” and cannot be replaced with another from any other manufacture – I asked if I could replace lock system with company like YALE instead.
I have found the lock system comes from a company DeBar – which is co-owned by EBD.
Can you please provide any assistance to resolve this matter. Thank you.
2 years after purchasing the glass panels started to mist in-between the panel
We contacted the company last year (Jan/Feb) and after several conversations and e-mail where we supplied them with images, they concluded that the problem with the fitting and not the product – and during the summer months this problem does not exist so we decided not to pursue. We were advised that there would be a £250+vat charge to inspect the problem – but product would not be covered under warranty – Despite the products being sold to us with a 10 year warranty.
This Christmas, we had problems with the lock on Christmas Eve. It would not lock. We call them again, and were advised that “it would be most cost effective” to call a local lock-smith who would be able to sort the problem out at a low cost.
We called a locksmith and he removed the barrel of the lock and advised that the problem is a lock-gearbox, which should be covered by warranty especially on a product like this – Quoted “I would expect this to have at least a 10 year warranty”.
We were advised on reporting this to EBD that a replacement gearbox would cost £90+VAT, and fitting £300+VAT. The lock only comes with 12 month warranty.
We complained in writing about the lock and the panel and received a reply stating that the panels are covered by a 10 Year warranty, and the lock is only 12 month (because it was fitted by our builder as part of an extension) – if EBD had fitted the door the warranty on the lock would have been 5 years.
Today I have contacted again, stating that we would not have purchased a door for £4300 on the basis that it was under warranty for 12month and was expected to last less than 3 years.
They have confirmed in letter that the glass panels are covered, but the fitting/removal of these would be chargeable at £300+VAT to remove the blind (which is where they believe the problem is) and re-manufacture new blinds and fit them for an additional £300+VAT.
Can you offer any assistance with this matter, surely a 4-fold bi-fold door, costing over £4,300 (unfitted) should have a life expectation of more 2 or 3 years. Locks should last more than 3 years, we have locks on front door and back door which are used more frequently that have lasted over 10years with any issues.
I currently have a unlocked door, (unusable, and not fit for any purpose), a bill of several hundred to correct the glass and lock, and even if we agree to this no warranty longer than 12 months? This is surely robbery, and there should be some route for action against this company.
They advise the lock is “made for them” and cannot be replaced with another from any other manufacture – I asked if I could replace lock system with company like YALE instead.
I have found the lock system comes from a company DeBar – which is co-owned by EBD.
Can you please provide any assistance to resolve this matter. Thank you.
Paul Drawmer said:
I know this sounds harsh, but I've missed the bit in your first post on this forum, which names and shames a company, where you have laid out exactly wheat it is that they have done wrong.
Whilst the terms of their warranty, and the longevity of the parts supplied my not be as you have wished; has the company broken their contract with you, or failed to keep to the terms which you presumably accepted when you ordered their product?
If they have done so, then you need a solicitor. If they haven't done so, then your best bet would be to see if your local Trading Standards can offer any help.
This would be better than joining websites in order to publicise how sore you feel.
Paul - thanks for the comments, but I have not joined just to publicise how sore I feel (which I do), but because a similar tread http://www.pistonheads.com/gassing/topic.asp?h=0&a... came up on google search, so I thought someone maybe able to help. On this thread they also mentioned several companies including the one I mentioned.Whilst the terms of their warranty, and the longevity of the parts supplied my not be as you have wished; has the company broken their contract with you, or failed to keep to the terms which you presumably accepted when you ordered their product?
If they have done so, then you need a solicitor. If they haven't done so, then your best bet would be to see if your local Trading Standards can offer any help.
This would be better than joining websites in order to publicise how sore you feel.
nikaiyo2 said:
No idea but if that £4.5 is 20% less than others prices there might be a reason. Express bifold are cheap, that is how they sell, they cost less than anyone's else.
Chances are, warranty or lack of is a reason some companies are cheaper than others. It costs a lot to send a bloke in a liveri d van out to fix your locks, comparatively little to send a part in the post.
Price is no indication of quality - and no Express were not the cheapest, but we liked the look and feel of the product at the ideal home show and selected them from several, and the price difference was +/- 10% or so, but I did not choose them based on Price. The industry standard I believe is £1k per panel, so I have paid £300 over the "standard price" + fitting. Chances are, warranty or lack of is a reason some companies are cheaper than others. It costs a lot to send a bloke in a liveri d van out to fix your locks, comparatively little to send a part in the post.
LeadFarmer said:
Express Bifolding Doors are complete and utter cowboys.
I had them fit my bifolds, and whilst the doors are great, and working fine, their installation was a nightmare. Express did a complete bodge job and I had to fight both and nail to get them to return to do it properly. In the end I had to get them back about 4 times until the install was done to a satisfactory level.
As for your lock, the first thing I did was swap the standard supplied lock with an Abus anti snap at about £40. So if you need a new lock, just take yours out and take to a locksmith and ask for a god quality replacement.
Whenever i hear the name Express Bifolding Doors I break out in a sweat and my anger levels raise to maximum. I did everything I could to spread bad news about them on various forums (including this one).
Thanks for the alternative, but it's not the barrel that's the problem, its the gearbox do you know if alternatives are available that would fit a XP10 door? I am led to believe that they manufacture all the bits so I can only get it from them? I had them fit my bifolds, and whilst the doors are great, and working fine, their installation was a nightmare. Express did a complete bodge job and I had to fight both and nail to get them to return to do it properly. In the end I had to get them back about 4 times until the install was done to a satisfactory level.
As for your lock, the first thing I did was swap the standard supplied lock with an Abus anti snap at about £40. So if you need a new lock, just take yours out and take to a locksmith and ask for a god quality replacement.
Whenever i hear the name Express Bifolding Doors I break out in a sweat and my anger levels raise to maximum. I did everything I could to spread bad news about them on various forums (including this one).
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