ComplaintsforMasonite Corporation

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Initial Complaint
05/08/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
I ordered a patio door from Masonite through *********** It was a special order with a request for a half lite (the top half of the door would be glass). When I received the door, it was not half lite, it was more like a quarter lite, and had scratches on it. The bad part about the scratches is that they were covered with plastic. Someone wrapped the door with plastic knowing there were scratches on it. I have been dealing with ********************* in the mill work department at **********. ************** informed me that what I received was a half lite and I should have ordered a 3/4 lite. He said he would have to put in a request to Masonite to return my door. I am now waiting for a response. I did not receive a half lite door. I have a door with a half lite and provided ************** with a photo of it along with a photo of a patio door from the internet with a half lite. They are saying it is a half lite to cover up their mistake. ************** said they are not addressing the half lite issue when requesting a return. They are only addressing the scratches on the door.
Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
door was purchased from *********** We didn't know that we purchased this door only for one year. I am not buying doors made by Masonite and wouldn't advise it to anybody. I am contacting a vendor to at least replace or provide missing part or refund me a money for bad quality of door. Masonite told us that we have to pay for everything on our own. We can't replace our door all the time, we paid for installation and door by itself and it means that we have to do it again!
Business response
05/06/2024
I have sent an email to the customer to get more information. Once I received a reply and understand the issue a little bit better, I will know how to proceed. Email was sent to customer 5/6/24.
Customer response
05/21/2024

Complaint: 21584412

I am rejecting this response because:
I received a phone call from Masonite, they offered me a $****** which i didn't accepted. I feel like they just want to give me ****** to close this case and to make me happy.
I think they should at least compensate me a price of this door which is about $200.00. They are not willing to negotiate so case is not closed yet.
I still want to talk about quality of this "exterior" door.

Sincerely,

*******************************
Business response
05/24/2024
The issue the customer brought up about her door did not fall under coverage by Masonite's warranty. The customers door was past the ****** warranty for her door jamb. Also, customer could not supply her proof of purchase receipt. The complaint about her jamb being defective was due to installation issues - the door frame was not properly sealed where the frame meets the threshold which caused water to get into the wood of jamb causing it to rot. Due to all of these factors the warranty is void. As a good will gesture, $100 was offered to the customer to help with the future purchase of a new door or to repair the existing issue. The customer refused the $100 gesture.
If the customer has changed her mind and would like to accept the offer, please reach out to Masonite and I will submit a check request for it to be mailed to her.
Thank you.
Customer response
05/28/2024

Complaint: 21584412

I am rejecting this response because: I feel even worth now, company "donating" me a $100 for repair. Really? Why they offered me this money if door is fine. We are now doing an estimates for new door. Guess what, no Masonite anymore. I am willing to post our door's picture everywhere to make sure people aware what they buying. To buy a door and replace it all the time-i don't think it is a good idea. I am not accepting this $100. Thank you.
Now i need a full refund for this door and plus for installation. Installation was about $170.00 plus door about $180.00. I am surprise company wasn't able to locate by PO where door was purchased.

Sincerely,

*******************************
Initial Complaint
04/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear Masonite,I had a door installed on July 6, 2023. It is beautiful! We were thrilled that we waited for the new relase of glass as we chose a new model. The custom color is perfect and we are regularly complimented.However, it is now bowing at the top left along the lock side. This is not an 8 ft door needing a double lock but a standard sized door. It was ordered from a reputable seller and installed by their contractor. We reported the issue and a Masonite field representative vistied our home. His solution was to install additional weather stripping - which neither worked nor addressed the true issue of the bowing door. The sidelights and transom remain perfectly intact with no apparent manufacturing errors. I am aksing for a replacement door (not whole unit). You Masonite mission is, "We make life and living better by designing and producing doors that address human needs for comfort, safety, security and convenience.' However, I do not feel that is being honored at the moment. You also state that, "our radical ambition is to transform what doors can do with solutions that inspire, delight, and enhance how people experience their home." As of now, I look at that door and am sorely disappointed in the lack of customer service. In addition your warranty states, "Masonite offers a warranty for its exterior doors. The door panel will be free of manufacturing defects in material and workmanship for the expected lifetime of the door. The factory-installed glass inserts and frames will be free from seal failure or extraordinary discoloration resulting from a manufacturing defect in materials or workmanship for periods of five (5) years for its clear glass inserts and ten (10) years for its decorative glass inserts."I am aksing that you honor your product and provide me what I paid for with a willing posture.
Business response
04/17/2024
An email was sent to the consumer today, 4/17/24 in order to determine how to proceed with this issue. Email asked for more information regarding the purchase.
Once information is received we can move forward.
Initial Complaint
02/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am filing a complaint against Masonite for their refusal to honor a warranty claim. I purchased an entry door with window insert from ********** and when I was installed, it had a crack in the window. I purchased the door in August 2023, however it was not delivered and installed until October 13, 2023. I noted the crack the next day. I contacted Masonite via phone twice and was told a warranty claim form would be sent via **mail. This did not happen after either phone call. On my third call, I was told to go to ********** to start the claim, which I did. Between ********** and I, everything requested was sent via **mail (to include photos and receipt) on December 21, 2023, and was accepted by Masonite. I followed up with ********** on January 31, 2024, as I had not heard anything. On February 7, 2024, Masonite denied my claim stating that the door should have been inspected before leaving the store and that I can order a new insert separately. This was the last door in stock. My ********** rep **mailed back the same day stating that a new insert cost more than the door which does not seem right. Since that date, my ********** rep has on multiple occasions attempted to contact the representative and has not received any responses. What will satisfy my complaint is a replacement of the glass insert. Thank you.
Business response
03/11/2024
This issue has been received by Masonite and will be looked into further and the consumer will be contacted.
Customer response
03/20/2024

Complaint: 21344638

I am rejecting this response because:
masonite has not reached out to me as was stated in their response.
Thank you.

Sincerely,

***************************
Business response
04/17/2024
Here is the history of the Masonite claim# ****** submitted by ***************************. Emails between Masonite, ********** store and *************************** attached to this reply.
12/27/23 Claim opened.
12/27/23 Email sent to ********** and *************************** to alert that more information was needed before claim could move forward.
12/27/23 Email reply from store to *************************** sharing some information with her about her order.
12/27/23 *************************** forwarded that email back to the store.
12/27/23 Store let *************************** know that she needed to send it to Masonite.
12/27/23 *************************** sent the information to Masonite however it was not the right information to proceed with a claim.
12/29/23 Masonite emailed *************************** again requesting more information about her door purchase from **********.
1/12/24 No reply from the *************************** by this date so email sent to say the claim was closed due to no reply but once sent in claim would be reopened.
2/7/24 Reply to *************************** to advise that "damages are not covered under warranty" and the claim was closed.
Customer purchased the door from ********** in Aug/2023 and opened a claim for broken glass in Dec/2023. Policy with ********** is that all orders are to be inspected by store and customer within ***** of receipt from **********************. If after that time period Masonite will not be responsible for damaged due to leaving the store and/or movement in the store.
Claim is denied.
Customer response
04/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
01/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
New construction Endura Hurricane Astragal trim piece is showing cracks. There is a little fin on the edge of it and it seems to have the cutouts for the buttons/bolts. Is difficult to see if photo because the light on the white surface.
Business response
02/02/2024
Masonite Warranty will reach out to the consumer to see how this matter should be handled.
****************
Customer response
02/06/2024

Complaint: 20969390

I am rejecting this response because I would like to see this through its resolution. Once resolved this can be closed.
Business response
02/10/2024
This has not been rejected by Masonite. It is being looked by the appropriate department in Masonite. Customer should receive reply from ********************** the week of 2/12/24.
****************
Customer response
02/13/2024

Complaint: 20969390

I am rejecting this response because I want to wait until I hear from Masonite before accepting resolution:

Sincerely,

*****
Initial Complaint
01/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a Masonite double impact window via Homedepot on 01/23. In October without impact of storm in the area the outside glass cracked. I reported this to Homedepot and was sent to warranty claims to Masonite. I sent photos and proof of insurance when I follow up today I was told the glass on an impact door is not covered?! Mostly when the door cracked without any heavy impact to it? How can they even keep a verification of impact product?! How unsafe would it be in case of a real hurricane storm? This product is not qualified to be coded impact resistance.
Business response
01/08/2024
I see that this issue previously went through out warranty department in the month of December. I will reach out to the warranty team to understand the details behind Masonite warranty claim# ******.
Thank you.
*************************
Customer response
01/17/2024

Complaint: 21098168

I am rejecting this response because: This representative didnt offer any time of actual response. Just acknowledgement of the open claim.

Sincerely,

**********************
Business response
01/18/2024
This issue is also currently open as a warranty claim (claim# ******) at Masonite. Originally the claim was closed as denied on 1/4/24 because broken glass (damage) is not covered under Masonite warranty. Claim was reopened after inquiry came in via Better Business Bureau. Management reviewed the claim again and decided to move forward with a goodwill gesture. Masonite will replace the customers glass insert and have it installed for the customer as well. Neither damage nor labor are covered under warranty. Customer purchased their door 1 year ago in January 2023. Replacement product is on order and expected to ship 1/23/24. ******************** will pick up the product from the retail store and will take to customers home for installation. ******************** will call homeowner to set up install date.
Initial Complaint
12/28/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Two MASONITE 36 in. x 80 in. 4 Panel ******* Primed White *******Core Composite Bi-fold Interior Door were ordered from ********** store #**** (*************, **), ORDER #WG41671982. Payment was made using PayPal transaction 6RF2129168776300T Delivery of this order has been delayed multiple times. The current delivery is between Jan ***** after being Dec 27-Jan 3 for the last month.
Business response
01/08/2024
I will be checking into this late order inquiry to see why it is late and what can be done to ************** out asap.
I have to reach out to ********** to get the purchase order number that they placed with Masonite as the customer order number supplied here does not work in our computer system.
I will reach out to the consumer once I have some information about his order.
*************************
********************************************
Initial Complaint
10/23/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a door on 4/20/2020, which is supposed to be suitable for both indoor and outdoor use. It was installed in the patio area within our residence. One day, we came home and noticed that the door was shedding on one side for no apparent reason. We visited *********** where they informed us that it has a 10-year warranty and directed us to contact the manufacturer, Masonite.I reached out to Masonite, but they stated that they do not cover this issue because it's related to the shading of the glass. This doesn't seem right to me because the way it broke was not due to any misuse. They replied saying that it's not covered, and that's why I'm turning to you. It's not fair for them to refuse coverage for something that is under warranty and provide an excuse for a defect. I hope you can assist us in getting it repaired. Thank you very much.
Business response
10/23/2023
The Masonite warranty does not cover any type of damage. This door was purchased in April of 2020 without any issues reported at the time of delivery about the glass in the door. Damaged like this to the glass is not covered under warranty and would need to be replaced by the customer. I have attached a copy of the warranty for your review. In your note you mentioned that ********** advised you have a 10 warranty, please keep the warranty card attached here for your review. To replace the glass in the door model that you purchased, you would need to order a slab replacement from **********. They can easily help you place that reorder.
Thank you for your inquiry.
Initial Complaint
09/27/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Limited Lifetime Warranty on a Belleville Fiberglass Door w/ two Sidelight Units not honored.
Business response
09/27/2023

We have received this complaint for ************************* and will research it further to understand the nature of the issue as there is not enough information here. With research we will see what options, if any are available for the customer.
Initial Complaint
06/08/2023
Complaint Type:
Delivery Issues
Status:
Unanswered
The business failed to respond to the dispute.
In 2010 I purchased very expensive steel edged double front-doors (model MHD-122537X) with a 15 yr warranty. The ************ are badly water rotted. I'm now told nothing is covered except the steel edge.I need a new frame/jamb and wanted to order one & have installed all at MY cost. Adding insult to injury Masonite said they can't order a replacement part without the old PO# (purchase order#) My contractor the bought doors from ****** ********* who was acquired by Gulfeagle Supply, who says they have no PO records from ******. I have the detailed ****** order receipt but no PO# is shown-only the door ******************** name are shown. Masonite ****. Service told me "Our system wont allow me to order any replacement components without a PO number for the original purchase so Im at a loss to help you in any way through warranty." For Masonite to tell me they can't order a part (at MY COST) without a PO# from over a decade ago due to their system data entry requirement is absolutely ludicrous! It sounds like an intentional loophole to avoid honoring warranties. Why is a PO# required to order a part when they have the model info? I DO NOT have the ******* have no way of getting it. My contractor won't respond. Had I known I'd need a PO# for future, I would've made sure to get it when the order was placed. Also Masonite told me "I tried to find any order I could for this company and cannot find any records of the original purchase since its been 13 years." Really? So why do you give a 15 yr warranty if you can't find records from 13 yrs ago?I'm totally disgusted with Masonite. The full steel doors that were installed when my house was built lasted 32 ******* had no problems whatsoever. I only replaced them for cosmetic reasons when I got new siding. At the same time that I had the Masonite front doors installed I replaced my backdoors with 2 sets of Therma-tru double ************* are no problems with them either. I sincerely regret the Masonite purchase :(

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