Tarnow Doors advertises "customers are the only reason we are in business, our mission is to meet or exceed the expectations of our customers by providing exceptional value.". For this reason, I chose them to install a new $4,500 garage door. Upon installation, Henry Tarnow the owner came to inspect it, he told me that he felt the carriage bolts might be screwed in a little too tight and he decided to replace the door, although I did not feel it was a problem.
Six months later, the door was replaced with an inferior door to the one I paid for. It did not have the carriage bolts and it was much thinner and of lesser quality. I was very concerned about this, but Henry Tarnow assurred me it would last 20 years.
Three years later, I opened my door one day and the entire bottome half of the door completely fell off. Upon inspection by a builder, he noted that there was only a weak clasp at each end of the door not even bolted all the way through. The entire length of the door seemed only to have been glued on. Tarnow wanted $80 just to come and look at the door, even though we were telling them that their door fell apart and was defective.
Finally a manager came out and was shocked at the condition. He said that he had never seen a door fall apart like that before at least 20 years. He took pictures and told me he would send them to Clopay, the manufacturer for analysis. I asked him why Henry Tarnow would have replaced my better quality door and he said he had been in the business over 20 years and there was absolutely no reason it should have been replaced, that bolts in a little too tight would not have hurt the quality. He said the door was no longer there and was probabably sold to someone else.
After weeks of our having to call, we finally got ahold of the manager again. He said that Clopay felt it was probably Tarnow's fault for not staining it properly and Tarnow thought it was probably Clopay's fault for a defective design. I left several messages for Henry Tarnow personally. I sent him a certified letter. One would think because of his advertising he would have had concern over the fact that such an expensive door of his had literally fallen apart in only a few years.
He never had the courtesy, professionalism or respect to make one return phone call. He advertises that his products are durable and reliable and for the most discriminating customers only. Yet he can't be bothered even to return a phone call once he has collected his money.
He replaced my high quality door with a substandard one, and it appears he sold the other one to someone else, yet kept the full amount of my money for the better quality door. He could not bother to inspect the door to come up with an explanation as to why it fell apart to avoid it happening to future clients or to make right by my situation.
His company promised me on two separate occassions that my door would last at least 20 years. I have an implied warranty according to the attorney general. Now I will have to file a lawsuit and go through the time and expense of a trial to have my door replaced, instead of him honoring his advertising and simply repairing his poor quality product.
I would never advise anyone trust this company or the owner, Henry Tarnow with their money or believe his advertising.
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