ComplaintsforClopay Building Products Company, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sept, 2019- relocated to ******* October, 2020- ******* Door Service (***) installed a Clopay door at my residence in *********** **. Prior to installation, ******* provided a color template, to select the color. Upon installation, *** ******* presented an invoice (see IMG 2331), which includes the following verbiage: "3 year warranty, Parts/Labor, 15 year warranty, Paint & Rust". The color template and the invoice were the only two documents received from ***.. Mid-Jan., 2024- I noticed three rust spots on the bottom panel of the door. I called the # on the ******* invoice, and learned that *** had been sold to ******* ****** ****, in *****. Anytime dispatched a tech to inspect the door; upon arriving, he claimed that Anytime was not responsible for the warranty commitment on the *** invoice, and suggested that I "slap some paint on it". I contacted Clopay directly, was provided with a claim form, and submitted the form on 2/8/24. On 2/23, I was notified by Ms. Tiffany C***** at Clopay that my claim was denied. The denial is based on a warranty statement contained within a Clopay manual, that is apparently supposed to be given to the owner when the door is installed, I received no such document from ***. I cannot be expected to comply with a maintenance requirement that I've never seen! Further, I checked with the neighbor who used and recommended ***, less than a year prior to me. He also did not receive a maintenance manual from ***. I have attached docs evidencing my problem. I feel that Clopay, as the manufacturer, should be responsible for a warranty made by an authorized dealer. NOTE: My damage was reported 3 1/4 years after installation; ALL of Clopay's listed warranties are a minimum of 5 years. I want a new bottom panel for my door, provided and installed by Clopay. In addition to the attached docs, I have made numerous attempts to further the discussion with Ms. C***** via e-mail. She has not responded to the last several messages.

  Business response

  04/25/2024

  Clopay has instructed the consumer that he needs to preform regular maintenance to his door. We have also reviewed his claim with our  quality department and Clopay gave instructions to the consumer that he could make repairs to his door by following our maintenance and care instructions which are attached. Clopay's warranty does not cover surface rust. Surface rust can be repaired by lightly sanding the area with a medium to fine sandpaper, making sure to removal all visible red and white rust. Then the customer will need to, wipe this area with dry, clean rag. Coat the area with high quality rust inhibiting, zinc enriched primer. This can be found at most paint or hardware stores and should be labeled for covering bare and galvanized steel. Wait time specified on the primer’s instructions before proceeding with painting door.

  Customer response

  04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a door through a third party. The company is Clopay americas garage. The guy that put the garbage door did a horrible job. I tried talking to the store letting them know my frustration and the company made no effort to assist me. The door cost is around $2.200. The job was not done correctly. They are refusing to fix the issue. I would like the manager to contact me as soon as possible.

  Business response

  03/27/2024

  At the time of install, the installer had explained to the consumer that her concrete floor is out of level which is why you see the gap at the at the ends of the bottom section. I have attached our installers paperwork and a picture that our installer sent showing this. To fix this issue the consumer would need to have the concrete floor leveled. This is not an installation error or defective product.

  Customer response

  03/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. The project that was done was incorrect and they do not want to fix their mistake. The original garage door was fine and it was no problem. They are reluctant to do the right thing. This is unacceptable, my husband and I asking for them to fix their mistake.
  
  Regards,
  
  ***** ******
  

  Business response

  04/01/2024

  At the time of install, the installer had explained to the consumer that
  her concrete floor is out of level which is why you see the gap at the
  at the ends of the bottom section. I have attached our installers
  paperwork and a picture that our installer sent showing this. To fix
  this issue the consumer would need to have the concrete floor leveled.
  This is not an installation error or defective product.

  Customer response

  05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

  Customer response

  05/09/2024

  I contacted Clopay and they wanted to add a rubber on the bottom to close the uneven concrete which the representative said it would not fix the problem but it would get worse as the years go by. I told them my husband and I would get back with them. We contacted ********* again since they referred Clopay to us. ********* never call us back to let us know what could be done. They charged my credit card without my signature and trying to make me pay for a bill I did not authorized. I contacted my credit card company to let them know I did not approve the charge. So I am waiting for my credit card to get back with me. Sincerely ***** ****** and ****** ******

   

  clopay garage service is the worst service I have ever dealt with and I will never used them again. I had to pay for a contract to fixed the gap that cost us $1200. Unhappy customers

  Business response

  05/10/2024

  From the picture the consumer sent you can see that the concrete floor is out of level. This is not a defective product or issue with installation. The consumer needs to have her floor leveled to fix her issue. This was explained to the consumer at the time of install.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son in law (whom I am filing for) bought 3 very expensive garage doors from Home Depot - but sold by Clopay on 11/26/2023. Oakes Service delivered the garage doors on 01/09/2024. My son in law signed for the doors - but was not prepared to install the doors because of the weather. He opened them on 02/13/2024 and found the damaged section. He immediately called Home Depot on 02/13/2024 and they informed him to bring in the section and they would replace. He took the door into Home Depot on 02/16/2024 (Piqua OH) and showed them the attached receipt. They told him to go get the section and bring it into the store and they would order the replacement section. He drug it into the store and then they said -- it wasn't within the 14 day return policy so they wouldn't replace it. There was NO WAY that he would unpack the sections before he was ready to install the doors. I feel that the doors were unpacked in a timely matter (because of the weather) and that the section should have been replaced. He was quoted a new section price of $1000. This is unacceptable. We have also tried to work with Clopay and their customer service department was not cooperative. We feel that the section was either damaged by Clopay upon loading, or by Oakes Door Service who was contracted to deliver the door. We are filing this complaint on the attempt to get this resolved and that Clopay will do the right thing and replace the damaged section.

  Business response

  02/27/2024

  A Clopay Representative has left a message for the end consumer to advise that we are replacing their damaged section. The service order to replace has been processed and the customer will be notified when the replacement section is available for pick up.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered garage doors from them via HomeDepot, the purchase date is 11/10/2023, on their website they give a lead time for 6-8 weeks, which is an important factor we choose their products. They also require us pay in full before place the order for production($3,567.11). We did and scheduled the installation inspection, according to the tech all parts should arrive around Jan 2, but a week later Clopay informed us the delivery date will be 2/2/2024. Today l got an update email state the date will be 2/13/2024. At this point their office already closed for holiday and not sure if that date is final too. It is a frustrating situation that we would walk away and choose other providers if we knew the lead time from weeks to months.

  Business response

  12/26/2023

  A Clopay Representative has been in contact with the consumer to explain posted lead times and is working to get it shortened to a time frame the customer is satisfied with.

  Customer response

  12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of purchase July 24,2023. We were told Installation would be in 3-4 weeks. Instead it to 12 weeks. Installation date October 2, 2023. Garage door came with copious amounts of green spray paint on interior struts. Clopay states this is how they indicate door size and is standard. Garage door also came with damage on top panel and we've requested it to be replaced. We have still not received a replacement. Garage door still has not passed Inspection due to damage. Today's date is 12/11/23

  Business response

  12/12/2023

  
  The installer is calling the customer today to schedule the installation of the replacement panel. The door did not pass inspection because the inspector wanted the screws in the strut to go through another stile. this had already been fixed. The installer is calling the permit department to see if the door has been re-inspected; if not, they will get the ball moving on the final inspection for the end consumer. 

  The green paint on the strut is standard in manufacturing to indicate the size/length of the product. 

   

  
  

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ********
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  PO # ************ Ticket: [#*******] I ordered a garage door from Clopay Corporation. The delivery was communicated to me in 3 weeks. It has been over a month and they are keep pushing the ETA again and again. They don't let me cancel the order either, because its a special order. In the meantime, my house cannot be put on the market for sale because it doesn't have a garage door. I am loosing a lot of money every week in caring cost because of that. I need them to reimburse me for that and finally ship the door.

  Business response

  10/18/2023

  Ideal Door has been in touch with the customer. Customer has been advised that their order is scheduled to deliver on the next available truck to his area and is expected to deliver next week.

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Based on my several conversations with the company's re,  I have zero confidence that it is actually going to happen.  Plus, she claims the door is ready to be shipped, I don't see why its not getting shipped now.  This rep isn't trustworthy at all, same as the company that's pushing the deadline time after time again.  What's going to stop them from pushing this one.  They are not accountable to anyone. 

  I hope this complaint will remain here with the BBB, so the potential customers would see why they shouldn't deal with them.

  I am also planning on creating a negative google review. 

  
  Regards,
  
  ** ********
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My door order was placed though DoorPros in California around May 12th, 2023. The indicated lead time was 8-10 weeks at the time. It is Oct 11th, 5 months after placing the order and there is still no ETA on the door. The local dealer does not give any dates for delivery and Clopay customer service wants me to contact local dealer from whom the door was ordered. I am left bouncing around between the two.

  Business response

  10/12/2023

  A Clopay representative has been in contact with the consumer. Clopay was able to obtain the order number and product will be shipping November 8th. The consumer should hear from their dealer sometime the week of November 20th to set up the install. Clopay processes orders as they are received. This consumers order is being produced within our lead time.  

  Business response

  10/13/2023

  Clopay received the order on 10/10/23 from your dealer. The product will load on 11/8/23 and the consumer should hear from their dealer sometime  the week of November 20th.  Clopay is working with in our current lead times. If you were  told something different by your dealer you would need to work directly with them. 

  Customer response

  10/17/2023

  Better Business Bureau:
  
  I am satisfied with response from business in reference to complaint ** *********

  
  
  Regards,
  ******** *********
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ??Purchased in July, 2022- Picked up October, 2022- Installation June 2023 ?? order #H3508-135619 for $3,729.10 ?? order #************ for $3,775.56 ?? We assumed that we would receive the correct undamaged items ??My primary concerns stem from their unwillingness to replace damaged (door frame is dented- from interior of unopened box & brackets are damaged) or missing items ( received one residential & one commercial door kit, we ordered two commercial kits), along with a severe lack of transparency regarding their return policy.

  Business response

  09/07/2023

  Clopay Warranty states that "You must report any manufacturing defects that are immediately Obvious or visible at the time of installation within 45 days from delivery or your claim may be barred.(See attached).

  The doors were picked up from the Home Depot store in October of 2022. We are now over the 45 day policy to report any damages.
  

  Customer response

  09/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are listed below.

  - ABSOLUTELY 0 notification prior to ordering about return policy  

  - my receipt does show a 90 day return policy  

  - my original request for assistance from Clopay stated 15 days return policy 

  - now it is 45 days?

  Sounds like your company needs to get on the same page.  I will be sure to mention that in my public complaint  

  Regards,
  
  ***** *******
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 garage doors from Clopay via **** ***** back in March. Was given a 8-10 week time frame to have doors ordered and installed. It's August 10 and now for the 5th time Clopay is telling **** ***** the part that was incorrectly sent in April is still not in and will be delivered next week. Next week has been coming since May. The house has been ready and waiting for the electrical inspection to pass. It won't pass due to the garage doors. The house was due in June and now my pregnant wife who is due in October has to work to set up house even closer to her due date because Clopay has not been appropriately disclosing truthful information about my purchased products. This stress from not being able to move in and waiting daily to get an update from Clopay and the hardship caused by Clopay to me and my pregnant wire cannot be understated. This is pure negligence and unprofessional.

  Business response

  08/16/2023

  A Clopay representative tried to reach the consumer by phone and received no answer and no way to leave a voicemail.  An email has been sent to the consumer letting them know material is in transit to our local distribution center and we will notify the installer once material arrives this week. The installer will contact the consumer to schedule install once material is received.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our builder installed 3 ******** Clopay garage doors during our home construction project and all three are experiencing quality issues. After filing a warranty claim with Clopay, they confirmed manufacturer defects and have agreed to replace all three doors. Unfortunately, we're being told it's our responsibility to pay the full labor cost for the removal of the defective doors and install of new doors. Clopay referenced the small print of their warranty agreement but this practice is completely unfair and deceptive. We already paid once for installing the Clopay ******** garage doors and don't see how it's fair that we the consumer should suffer the cost to reinstall new doors due to "Manufacturer Defects." What if we have issues again? I suppose they would say we would have to pay yet a 3rd time. This is completely unfair and this company should either stand behind their products or get out of the garage door business.

  Business response

  07/20/2023

  Clopay was in contact with the customer on 7-18-23. In our response to the customer we explained that the warranty only covers material. I have attached the warranty page for the customer door that describes our warranty. Clopay will replace the defective product. The labor to install is the responsibility of the customer as stated in the warranty.

  Customer response

  07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The fact of the matter is we already paid our builder a substantial amount of money to install the 3 Clopay ******** Garage Doors that have now been determined to be defective i.e., manufacturers defect, and Clopay wants us to pay yet AGAIN to uninstall their defective product and pay AGAIN to reinstall replacement doors is ludicrous.  

  We just had a similar issue with our $8,000 Thermador stand alone Freezer (same scenario where the original unit was determined to be defective & unrepairable) and Thermador did the RIGHT thing and replaced the entire unit at no cost to us.  It's not our fault that these companies have Quality Issues and there is no reason the burden of their poor quality issues should be passed on to the customer.

  This is the 3rd house my spouse and I have built in the last 15 years and we have always used ********/Clopay products and have never had such poor quality issues with our garage doors and this is how we're treated after being a loyal customer.

  I really don't care what their warranty states if we can't get this resolved via this BBB complaint, I will contact the federal and state consumer protections agencies, attorney general office and have our attorney take it from here.  The Clopay practice of not taking responsibility for selling and replacing defective products is clearly unfair and deceptive.  

  
  Regards,
  
  *** ******
  

  Business response

  07/20/2023

  The warranty only covers material. I have attached the warranty page for the customers door that describes our
  warranty. Clopay will replace the defective product. The labor to install is the responsibility of the customer as stated in the warranty

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩