ComplaintsforClopay Building Products Company, Inc.

• 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

• Initial Complaint

  07/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a garage door through ****** **** **** in March 2023 with an estimated arrival of 10-12 weeks. In a few days it will be 17 weeks and still no garage door and no update. ****** **** **** has reached out to Clopay but there is still no update on the status of the door! If they can’t deliver a product then they should refund the money.

  Business response

  07/12/2023

  Clopay has reached out to the consumer who confirmed that they have been in contact with their Dealer they purchased from. Per the consumer their door is expected to arrive next month and will contact Clopay directly if they have any further issues.

  Customer response

  07/13/2023

  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. 
  
  Regards,
  
  ******* *********
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Feb 24th we ordered a Garage door through **** ***** who sources with Clopay Corporation to complete. When ordered we were quoted a 3-5 week window to complete. It took 3 weeks to get the inspector to come out and measure for garage door. (This was only after we made multiple calls to try to find this person, who was supposed to be scheduled from them), Waited 3 weeks and heard nothing so we called Clopay, turns out the inspector never turned in measurements so nothing was progressing. Only because we called and checked did they discover that this hasnt been completed. Waited 3 weeks for garage door to finally come in, only to discover that they didnt send all the parts. So they installed what they had and ordered the missing parts. 2 weeks later they finally come to finish only to discover it was the wrong part ordered. Now here it is 2 weeks later and this still has not been completed. In total this project has taken 14 weeks and we still do not have a complete garage door. I did discuss a 25% discount with Clopay 3 weeks ago but that was when the project was going to be finished the next week. At this point I am beyond upset that this project has gone on so long and the lack of communication has been terrible. If not for us calling constantly to check up on the project it would not have progressed at all.

  Business response

  06/29/2023

  A Clopay representative has been in contact with the consumer. The customer was missing the bottom seal  for his door. The missing seal was delivered to our installer this morning and the installer is reaching  out to the customer to schedule a time to come out and install the seal.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order ********* I received the door on Feb 15 with damaged left vertical track and no mounting brackets. Replacement track kit was picked up by me at ******* warehouse Mar 9. Never received installation manual - downloaded old version from **** ***** site. Both kits were for low ceiling garage which I didn't order. Result is top door panel leans in about 2 inches at the top because vertical track is 6-8 inches too short. Horizontal track must be angled up at the back to align curve. I want a normal track kit and should be compensated for all the time and effort required to figure out what I was missing and why the installation left the top rollers on the curve of the track. For over 3 weeks the door panels were held in place with toe nails through two big wind storms. The entire door could have been blown down while I waited for a replacement kit. I will also need to install the correct tracks when you provide them which will require additional installation time. Installation address is ******** **** **** * **** ***** ** ******* ** *****

  Business response

  03/21/2023

  A Clopay representative has left voice messages and sent an email to the consumer try to resolve the issue. The consumer needs to reach out to us to get resolution. The consumer can contact us at ###-###-####.

  Customer response

  03/26/2023

  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,
  
  ****** ****
  

  If those were the proper tracks for the door then you have an engineering problem. Your response that I should adjust the top rollers into the "v" is a false solution. If I were to suggest a solution it would be to design a new top roller bracket that moves the roller closer to the curved track while leaving it in the proper track channel and holding the top panel against the door frame. I won't attempt to add space to the bracket because that is your job as the door should be under warranty and the top segment clearly is leaning inward and is wrong.
  

  Business response

  03/30/2023

  A Clopay representative has reached out to this consumer regarding his concerns. From the pictures that the consumer has sent us we have concluded he can adjust the adjustable top roller bracket to address his concerns. The phone number to our Installation help line has been give to the consumer to contact Clopay for help with making this adjustment. The consumer can reach our Installation help at ###-###-####.

  Customer response

  04/04/2023

  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,
  
  ****** ****

  Clopay has not offered a solution to my complaint. Adjusting the screws holding the top roller brackets would not result in the top section of the door moving to close the gap between it and the door frame.

  I could add a spacer between the roller bracket and the top section of the door (estimated at least one inch in thickness) and secure the bracket with longer screws. I won't do this without an engineering study to determine if the longer screws would hold or would come loose and damage the top section of the door. I would not do this also for fear that Clopay would claim my changes have voided the door's warranty.

  It should be the sole responsibility of CLopay to provide a workable solution to what they admit is a problem.

  I want to emphasize several other aspects of my complaint theyrefuse to address.

  1) Clopay has never provided my with a current installation manual. The one I downloaded is out of date.

  2) Clopay has changed their tracks so the brackets are now riveted to the tracks. There is now no way to adjust the brackets.

  3) Clopay provided me with a set of tracks for a low head clearance garage which I did not order. These tracks are the reason the top rollers are on the track curve resulting in the top section not closing. These tracks also require that the "horizontal" tracks be installed at an upward sloping angle to align the vertical and horizontal tracks. The back of this track is 6 to 10 inches closer to the ceiling than the front of the tack. Clopay insists these are the "correct" tracks for my door and this is obviously not the case since the door doesn't close properly.

  I still await a serious addressing of these issues.
  

  Clopay has never provided my with an installation manual and the one I downloaded from the **** ***** site is out of date.
  

  Business response

  04/04/2023

  A Clopay representative has reached out to this consumer regarding his
  concerns. From the pictures that the consumer has sent us we have
  concluded he can adjust the adjustable top roller bracket to address his
  concerns. The phone number to our Installation help line has been give
  to the consumer to contact Clopay for help with making this adjustment.
  The consumer can reach our Installation help at ###-###-####.

  Business response

  04/05/2023

  The consumer issue is his top garage door panel leaning in about 2". The consumer sent us the attached picture. In the picture we can see that they need to adjust the top roller bracket as described in our installation manual on page 18 (attached). Clopay also offers installation help via phone. The  consumer can call our installation assistance line at ###-###-#### and we can walk him through how to make adjustments to this top roller bracket.

  Customer response

  04/06/2023

  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,
  
  ****** ****
  

  Neither attachment, the installation manual or the png image of the top roller bracket can be found with your references. Please email me the attachments at my normal gmail email and I will review them.
  

  Business response

  04/12/2023

  Clopay has sent an email directly to the consumer with the attached picture of the consumer Top Roller Bracket that needs to be adjusted  and instructed to the consumer to see page 18 of our installation manual. Also we provided the consumer the phone number to our installation help line so that he can call for help with making the adjustment needed.

  Customer response

  04/19/2023

  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. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 7, 2022 (9 months ago), I purchased two CloPay Garage Doors and garage door openers for $5,572.30 from Home Depot. On November 10, 2022, Clopay and Home Depot installers installed the two garage doors wrong leaving a gap at the bottom of the doors, failed to install the proper garage door bottom seals and failed to bring the two exterior garage door perimeter seals. The garage door panel also has a dent on it. More than 20 emails and numerous conversations have been made to Clopay and Home depot to complete the job which has met with negative results. Their promises to repair have never materialized. We have been threatened with mechanic's liens even though "The Home Services Installation Customer Approval states the following: Do not sign this completion certificate or any agreement stating that you are satisfied with the entire project before this project is complete. Home repair contractors are prohibited by law from requesting or accepting a certificate of The Home Depot.

  Business response

  03/14/2023

  Clopay has been in contact with the consumer to let them know our installer will be out to make corrections to the installation. Consumer is to contact Clopay with any further issues.

  Customer response

  04/04/2023

  Consumer has confirmed resolution.
  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a follow up complaint filed 12/9 and auto closed the next week. I had a call from ***** at Clopay on the 14th of December saying they had doors on order but ******* nor her had any more info. She said she would call a few days later. She never called. I left 3 messages for her in January and February with no return call so I'm refiling After some research and seeing what neighbors installed in their house, we chose two Clopay doors, model ****. ******* doors out of Phoenix was hired to install these doors and did a great job. ******* has been great to work with and have helped in every way possible. However, they are dealing with an inferior product. We put down a deposit in the amount of $2044.71, which is half of the $4089 total. We had our doors installed on March 23, 2020 and they looked great. Early after installing, I noticed water leaking inside the door on the windows. This happened every time it rained or the doors got wet. Being the doors are frosted glass, it looked pretty bad every time it leaks. We called ******* and they sent a tech out to replace the seals on behalf of Clopay. ******* came out and installed new seals again on the 9th of September, 2020. After a few months, the issue came back and in March of 21, ******* came back out to replace the seals again. The technician told me this isn't isolated and they are 'fighting a manufacturer issue'. I was also told they wanted to use silicone around the bezel to seal the doors, which I would not allow. A few months go by and we go through the process again in January of 2022. They replace the seals and it lasts for a few months. Its now December of 2022 and the seals are leaking again, bad. I reached out to Clopay a few months ago and heard nothing back. Its frustrating to spend over $4K and have them look dirty all the time because they leak when it rains. I'm looking for a solution that will stop these from leaking, permanently. If one is not available or guaranteed, I'd like a refund.

  Business response

  03/03/2023

  A Clopay representative has left messages for Mr. ****** letting him know that we are replacing his door sections and his Clopay dealer will be preforming install. The replacement sections are to ship out from our plant the week of 3/20/23. Once his dealer receives, they will contact him to schedule a time to come and swap out the sections.

  Customer response

  03/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and will accept this to see if it takes care of the leaks.  Clopay and ******* Doors have called and said new panels were ordered but I was told doors/panels were on order in December as well.  If there is an option to keep this open until the doors are installed and tested, that would be great.

   

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

• Initial Complaint

  01/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a ********** Steel Garage Door July 11, 2022. As of January 2023 I have not received the door nor a reliable ETA. The "go-between" me and this company is the local installer (****** **** **** of *** ******* **). I've attempted numerous times to contact the installer as well as Clopay (the latter sends me to the installer). Numerous complaints on the BBB website have shared a similar experience. I want one of the following solutions: a reliable ETA + the product I've paid for (or a refund). I also think the rating needs to drop from A+

  Business response

  01/25/2023

  Clopay has reached out to the consumer and the Dealer that the consumer purchased from. We found that the order was received from the Dealer on 12/13/22.  This order is  loading at the plant on 2/15/23. After speaking with the Dealer they have the installation scheduled for the first week of March, 2023 and will be in contact with the consumer.

  Customer response

  01/28/2023

  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. 

  A representative from Clopay called me directly and followed up with the Dealer.  She was very professional and kept her promise to respond within 24 hours after checking on the order.

  While the Dealer had come to my home in mid-July 2022 and taken a deposit, the Clopay representative discovered that the Dealer had not submitted the order to Clopay until mid-December 2022. 

  I had made repeated calls over those 5 months to the Dealer to ask about the door delivery and they gave me artificial dates on an order not placed while blaming Clopay for supply chain issues. In reality an employee departing from the Dealer had not submitted the order.

  After learning all this, I consider Cloplay innocent in this complaint.  The Dealer in the middle of us was the issue.  However, without this BBB complaint, I don't think I would have received such a timely resolution.

  So I thank Better Business Bureau for their service in expediting a resolution.

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

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Ideal garage door through ******* in October 2020 and had it installed in November 2020. The door has failed twice. The first time it was a piece of hardware that broke. This time, the door has collapsed in the middle due to the weak door bracket. The door comes with a 3-year warranty but Ideal denies the claim.

  Business response

  01/05/2023

  A Clopay representative has been in email communication with the consumer regarding their issue. The consumer had sent pictures of the damage to his door and our quality department determined the issue that cuased the damage was not a manufacture defect.  Per the instructions, the opener bracket that comes with the opener is not to be installed on the door nor is the opener to be attached directly to the door. While the top section is reinforced, the opener arm appears to have been attached to the center stile which is the cause of the damage to the door. Please see the instructions page attached for install of the door.
  

  Customer response

  01/05/2023

  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.

  There is nothing wrong with the installation.  The door is poorly made and should not have failed.

  This is simply their attempt to deny responsibility.
  
  Regards,
  
  ******* ******
  

  Business response

  02/09/2023

  A Clopay representative has been in email communication with the
  consumer regarding their issue. The consumer had sent pictures of the
  damage to his door and our quality department determined the issue that
  caused the damage was not a manufacture defect.  Per the instructions,
  the opener bracket that comes with the opener is not to be installed on
  the door nor is the opener to be attached directly to the door. While
  the top section is reinforced, the opener arm appears to have been
  attached to the center stile which is the cause of the damage to the
  door. Please see the instructions page attached for install of the door.

  Customer response

  02/10/2023

  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.

  
  

  They claim it was installed wrong but what they are claiming has nothing to do with the failure.

  
  

  The door is poorly made with inferior materials that fail many months before the warranty.

  
  

  They should replace the two bent panels and the supports that caused them to fail.
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been ordering material for over 60 years with clopay. Within the last 1 or so I was told to email instead of call for purchases so I did noone ever returned my emails or calls until yesterday when I sent emails to get a price and was told the deactivated my account because I didn't purchase and wants me to start calling other garage door company to get material. I told the ladies that finally emailed that is ridiculous that they closed my account because of there employees not returning calls or emails for orders. They told me they won't re activate my acct. This is wrong wrong wrong. I am a business been using them for 60 plus yrs and for them not respond to any of emails until yesterday and told I can't buy through the distribution center. Not my fault period. I even showed the lady emails of no response when I tried to order she didn't car won't reopen my acct. It's wrong wrong.

  Business response

  01/10/2023

  Clopay sent a notification out via email "due to inactivity you're account will be closed". No one from the office reached out us to not close their account. This account was closed back in March of 2022 and they are just now reaching out. It doesn't appear that they are in the door business full time by the lack of a website and physical location. One of our local Sales Representatives will reach out to see if they can qualify to become a dealer again.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After some research and seeing what neighbors installed in their house, we chose two Clopay doors, model ****. ******* doors out of ******* was hired to install these doors and did a great job. ******* has been great to work with and have helped in every way possible. However, they are dealing with an inferior product. We put down a deposit in the amount of $2044.71, which is half of the $4089 total. We had our doors installed on March 23, 2020 and they looked great. Early after installing, I noticed water leaking inside the door on the windows. This happened every time it rained or the doors got wet. Being the doors are frosted glass, it looked pretty bad every time it leaks. We called ******* and they sent a tech out to replace the seals on behalf of Clopay. ******* came out and installed new seals again on the 9th of September, 2020. After a few months, the issue came back and in March of 21, ******* came back out to replace the seals again. The technician told me this isn't isolated and they are 'fighting a manufacturer issue'. I was also told they wanted to use silicone around the bezel to seal the doors, which I would not allow. A few months go by and we go through the process again in January of 2022. They replace the seals and it lasts for a few months. Its now December of 2022 and the seals are leaking again, bad. I reached out to Clopay a few months ago and heard nothing back. Its frustrating to spend over $4K and have them look dirty all the time because they leak when it rains. I'm looking for a solution that will stop these from leaking, permanently. If one is not available or guaranteed, I'd like a refund.

  Business response

  12/14/2022

  Clopay has been working on the issue with the dealer to resolve the issue. It was determined that replacement sections need to be sent. The sections are on order and the Dealer will reach out to the consumer once the receive the replacement to schedule a time to install. A Clopay representative did reach out to the consumer and left a message letting them know what was happening with their issue.

*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. ↩