Complaints

This profile includes complaints for Clopay Building Products Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Clopay Building Products Company, Inc. has 6 locations, listed below.

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• 

  Clopay Building Products Company, Inc.

  8585 Duke Blvd Mason, OH 45040-3100

  
• 

  Clopay Distribution Ctr

  1630 Satellite Blvd Duluth, GA 30097

• 

  Clopay Building Products

  3118 Ne 181st Ave Portland, OR 97230

• 

  Ideal Door Garage Doors

  1400 W Market St Troy, OH 45373

• 

  Clopay Distribution Center

  2360 Pilot Knob Rd Ste 200 Mendota Heights, MN 55120

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used *** to place a $50,000 door order through Clopay. Order # ********* for **** ***** ****** ***. We were told the order was 4 weeks and they are now showing 8 weeks. We cannot open our business until these doors are installed and this is costing us money everyday. Need doors delivered ASAP. Clopay rep will not respond to *** as well.

  Business Response

  Date: 05/01/2025

  Clopay has been in contact with the Consumers Dealer. There were 2 seperate orders  placed for the consumer order ********* which is expected to arrive at our ***** ** on 5/9/25. The second order ********* which is expected to arrive at our ***** ** on 5/23/2025. We are currently working on expediting these orders. The consumer should reach out to his Dealer for updates.

  Please note these doors have a 4 -5 week lead time and the second order has Powder Coated Track and Hardware which adds an additional 3 to 4 weeks.

  Customer Answer

  Date: 05/01/2025

  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.

  
  

  
  

  (Dealer is getting zero communication from Clopay and I am beyond frustrated. We did not request anything to be powder coated, this was supposed to be clear anodized. 
  
  
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 05/05/2025

  The consumer needs to go back to his Dealer for answers. Clopay is fulling the order that was submitted by the Dealer. ***** is the contact at the Dealership our DC manager has been communicating with.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 garage doors from this company through **** *****. The doors came in about 2 weeks early which was the middle of winter. The deliver person called and said the doors were ready for delivery and if I did not take them that day it would be a while before they would be delivered because he was the only person delivering and was going on a hunting trip. So, I called my builder and ask what I should do. He said it would be better to take the doors instead of leaving the doors at the warehouse. The doors were delivered to us and the delivery person unloaded the doors on my porch. The doors stayed on my porch still packaged from delivery until we were ready for them. The weather got too cold for my builder, so we did not get to put the doors up until January. After the doors were installed we noticed some dents in each door. But the lighting had to be right to notice the dents. All 3 doors have a dent in the same extra spot. For several weeks I contacted **** ***** and Clopay. **** ***** wanted Clopay to pay half to fix my doors and they said no because I only had 14 days to report damages. The only thing I saw about 14 days was on the bottom of the estimate. It shows - Please report damage in 14 Days. I wanted the dents fixed by replacing some panels. **** ***** was very upset with Clopay because they sell their doors for them. They wanted to give me $500 off of my payment and I really wanted the doors fixed instead. **** ***** is to deduct that amount from my balance. I told Clopay that I could not believe they would not come to see the dents. They wanted money to come to look at the doors. **** ***** came to see the doors and could not believe all the dents. I told Clopay it looked like there is a problem with manufacturing. They would only say it was over 14 days and I should have not excepted the doors till I was fully ready for them. I paid over $7,000 for the doors. It is heart breaking paying money for damaged goods.

  Business Response

  Date: 04/07/2025

  Clopay garage doors have a 14 day to report missing and
  damage.  Customer received the door on 11/30/2024 but damages were not
  reported until January 30, 2025, which was outside of our 14 day period.
   For customer goodwill we will provide discounted pricing for the 3
  reported damaged sections to be shipped to store. 

  Customer Answer

  Date: 04/22/2025

  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.

  
  

  
  

  
  
  I am not completely satisfied with the discount from a message that was left on my answering machine from **** ***** stating that they received a message from Clopay   I will except the refund from shipping and handling price of $150.00 plus $500.00 for each damage door {3 Doors total} which would be a total refund of $1650.00.  I am very upset and stressed from this entire purchase of Clopay Garage Doors.   It is sad to see this world going in the Idirection due to companies not standing behind the products they build and giving the best customer service to the customer who is paying for the product.  My job requires to give great customer service along with equal work for equal pay and I have very satisfied customers.  I work very hard for my paycheck, so why would I damage something that cost me a lot of money and a lot of working hours.  Also, why would I damage something that I will be using and looking at every day.  God Bless Everyone.
  
  
  Regards,
  
  
  
  * *
  
  

  Business Response

  Date: 04/25/2025

  Clopay garage doors have a 14 day to report missing and damage.  Customer received the door on 11/30/2024 but damages were not reported until January 30, 2025, which was outside of our 14 day period.  For customer goodwill Clopay did provide discounted pricing for the 3 reported damaged sections to be shipped to store.

  Customer Answer

  Date: 05/05/2025

  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.

  I am not completely satisfied with the offer from Clopay.  I would be satisfied with a $500 discount on each three doors plus the $150 for shipping and handling.  That is a total of $1650.  It is very upsetting having to look at brand new doors with dents especially for the amount that was charged for the doors.  I am not asking for anything more than what is desired.  Why would I/we damage the doors after paying so much for them.  I just wanted new doors to be perfect and look like they are new not used.  I would think the Company would stand behind their product.  I am expected to give good customer service at my job and I would not want it any other way.  Please consider because this has been a stressful and painful situation.

   

  
  

  
  
  
  Regards,
  
  
  
  * *
  
  

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Clopay garage door model 4300 on 11/24/04 for my single family home which I still own and live in. It was installed on 12/7/04. As stated in the manual that came with the door it had a limited lifetime warranty on rust through. The paint on the door has lost adhesion on the bottom panel and the door has rusted through. I contacted Clopay and they said I could purchase a replacement panel from Home Depot (where I originally purchased the door) but that they would not cover the cost of the replacement under warranty. I would like Clopay to honor their warranty, as stated in the warranty document in the manual, on the garage door.

  Business Response

  Date: 03/25/2025

  The Clopay Warranty, Care and Maintenance Handbook emphasizes the importance of maintaining garage doors by rinsing, cleaning, waxing and occasionally painting. The Clopay warranty expressly protects you against rust through, but does not cover surface rust, salt corrosion or discoloration. In many cases the doors can be prepared for repainting for future years of reliable service. I have enclosed the painting and maintenance information the your door. The written warranty is also included. 

  Customer Answer

  Date: 03/25/2025

  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 materials submitted by Clopay to not match the Installation and Maintenance Handbook included with my garage door.  The handbook has a date of 2003.  I have attached a picture of the Maintenance page in the book.  I have followed the recommended maintenance as listed in the handbook with the door.  I wash my car in my driveway Spring, Summer, and Fall and also clean the garage door at the same time.  On the page you can see the only reference to wax is for Studio Series Windows which I do not have.  As the owner, I have met my responsibility for caring for the door as listed in the Handbook and I expect Clopay to meet their responsibility of honoring their warranty.

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

  Business Response

  Date: 04/01/2025

  Clopay does not  cover environmental or surface rust per our written warranty as provided previously. 

  Customer Answer

  Date: 04/11/2025

  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 response of “Clopay does not cover environmental or surface rust…” does not clearly tie back to the warranty.  Please provide details on what section of the warranty you are referencing.  The metal has rusted through which I believe the pictures clearly show.  Do you disagree that the door has rusted through which is an item covered by the warranty subject to exclusions?  

   

  Which exclusion(s) do you feel apply to my warranty claim? 1) fire, 2) act of God, 3) other accident or casualty, 4) vandalism, 5) radiation, 6) harmful fumes or foreign substances in the atmosphere, 7) occurring as a result of any physical damage , 8) failure of paint applied after the garage door left our factory, 9) failure to provide reasonable, necessary and proper maintenance.
  
  
  Regards,
  
  
  
  **** *******
  
  

  Business Response

  Date: 04/17/2025

  The Clopay Warranty, Care and Maintenance Handbook emphasizes the importance of maintaining garage doors by rinsing, cleaning, waxing and occasionally painting. Environmental / surface rust is not covered, even once it causes the rust to "eat" through. Photo of *** ******* door is attached. 

  Customer Answer

  Date: 04/22/2025

  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.

  
  

  
  

  Your reply references multiple items that are not listed in the Installation & Maintenance booklet included with by Clopay garage door.  See attached picture of maintenance section of booklet.  Specifically, there is no reference to requiring waxing of the garage door.  The section does not reference any requirement to paint the door.  I have followed all required maintenance steps as listed which should be considered reasonable, necessary, and proper maintenance.

   

  Your reply also references substances in the environment.  However, the specific term used in the warranty exclusions is “substances in the atmosphere”.  Since atmosphere is not defined in the booklet, we would use a common definition which is much different from the term environment.
  
  
  I am asking Clopay to honor your warranty as written.
  
  Regards,
  
  
  
  **** *******
  
  

  Business Response

  Date: 04/25/2025

  The Clopay Warranty, Care and Maintenance Handbook emphasizes the
  importance of maintaining garage doors by rinsing, cleaning, waxing and
  occasionally painting. The Clopay warranty expressly protects you
  against rust through, but does not cover surface rust, salt corrosion or
  discoloration. In many cases the doors can be prepared for repainting
  for future years of reliable service. I have enclosed the painting and
  maintenance information the your door. The written warranty is also
  included.

  Customer Answer

  Date: 05/05/2025

  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.

  
  

  
  

  Many of the things you now list for garage door maintenance are probably good.  However many were not included in the maintenance section of the book that was provided with my garage door (waxing etc).   Since Clopay made significant updates to maintenance section of the users manual it reinforces my point that the maintenance requested in the user manual provided with my garage door may not be sufficient.  As such it would not be surprising if this led to valid warranty claims as a result.  
  
  Regards,
  
  
  
  **** *******
  
  

  Business Response

  Date: 05/07/2025

  The Clopay Warranty, Care and Maintenance Handbook emphasizes the
  importance of maintaining garage doors by rinsing, cleaning, waxing and
  occasionally painting. The Clopay warranty expressly protects you
  against rust through, but does not cover surface rust, salt corrosion or
  discoloration. In many cases the doors can be prepared for repainting
  for future years of reliable service.

  Customer Answer

  Date: 05/13/2025

  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.

  
  

  
  

  Your (Clopay) response is based on the revised manual not the one provided with my garage door.  I do not believe an independent third party would come to the conclusion of no warranty coverage in this case based on the requirements and language in the manual provided with my garage door.
  
  
  
  
  Regards,
  
  
  
  **** *******
  
  

  Customer Answer

  Date: 05/30/2025

  I emailed the requested documents to you.  I had difficulty attaching them on the BBB web page.

  ****

  Business Response

  Date: 06/02/2025

  Clopay does not  cover environmental or surface rust per our written warranty as provided previously. 

  Customer Answer

  Date: 06/07/2025

  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.

  
  

  
  

  Clopay’s responses to my complaint reference items not in my warranty or user manual provided with the door.  The response is based on their current warranty and current user manua,l not the one provided with the door.  I am disappointed in the response.  Clopay will have an opportunity to explain their position again in small claims court.
  
  
  
  
  Regards,
  
  
  
  **** *******
  
  

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two Ideal garage doors roughly in 2013 from *******. At the time, ******* stated they were lifetime warranty as I was considering going with *** doors. The doors were installed roughly around the same time. Just recently, I noticed both top panels were defective. They both have creases and one is cracked. I contacted Ideal Doors and sent them numerous pictures per their request. Instead of standin behind their product to correct the issue, they claimed the issue may have been caused by the opener arm being at the wrong angle. In 2016 I had one of your authorized dealers who is ******* Overhead Door Inc. come to my house and inspect/service both of these doors in conversation. Any issues that were found, would have been fixed/corrected by *******, your authorized dealer. If the opener arms were not at the correct angle as Ideal Door was implying from a picture, then it should have been corrected when ******* serviced both of these doors. ******* is one of their four star recommended installers per their webiste. Once again I am requesting Ideal Doors stand behind their product and the implied warranty, and correct the issues at hand with these doors. Please see attached pics.

  Business Response

  Date: 03/19/2025

  Clopay warranty protects against manufacture defects. Installation issues are not covered under our warranty. Any installation issues would is between the Consumer and their installer.

  Customer Answer

  Date: 03/19/2025

  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.

  
  

  
  

  I have some issues with the information received in the response Clopay gave to the BBB.  They continue to refer to it as an installation issue.  This is not an installation issue.  I purchased two 16-foot garage doors.  One was a replacement and one was a new construction.  Both of these doors have the same manufacturing defects on the same panels in the same area.  As I have stated earlier, the doors were serviced by one of Clopay’s recommended contractors.  If there was an installation issue, I can only assume that it would have been addressed at that time.  It is unlikely Clopay can declare an installation issue with only looking at a few photographs.  One would think they would need to send out a certified technician to determine this.  I am again requesting that Clopay stands behind their product and fix the defective panels and/or replace both the overhead garage doors.
  
  
  
  Regards,
  
  
  
  ****** * *******
  
  

  Business Response

  Date: 03/21/2025

  It appears the opener arm that connects to the Clopay garage Door is not installed properly. That is what is believed to have caused the issue. Clopay does not provide installation. This is an installation issue that should be resolved between the Consumer and their installer.

  Customer Answer

  Date: 03/28/2025

  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.

  
  

  
  

  Yes, both overheard doors were inspected by ********
  overheads doors on 1-20-2016, see attached pic. 
  No installation issues were found.  ********
  overhead doors is also one of your 4 stars recommend installers. 
  
  
  
  Regards,
  
  
  
  ****** * *******
  
  

  Business Response

  Date: 04/01/2025

  Clopay does not provide installation. This is an installation issue that should be resolved between the Consumer and their installer.

  Customer Answer

  Date: 04/10/2025

  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.

  
  

  
  

  I am requesting Ideal doors and or Clopay  send a representative to my house to inspect both overhead doors in order to determine weather the door issues is a manufacture defect or an installation issue.       
  
  
  
  Regards,
  
  
  
  ****** * *******
  
  

  Business Response

  Date: 04/17/2025

  Clopay does not provide installation. This is an installation issue that should be resolved between the Consumer and their installer.

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Homeowner builders of our new home and detached garage.Clopay doors were purchased through a local retailer; 3 Clopay Gallery Steel garage doors; 2 det garage and 1 house garage.Salesman was informed just purchase and install ourselves.No mention of any warranty issues for homeowner installation or a timeline for warranty claims from time of installation.Date purchased based on rebate Clopay was offering.Salesman advised install would NOT be immediate after receipt and there was no mention of any warranty issue.Det garage doors ordered 2/15/24, house garage door ordered 5/1/24. All doors stored in enclosed detached garage and installed when ready/had the time (work full time and work at our new property on the weekends).Damage/defects noticed while unpacking/installing doors/windows. We immediately took pictures.Defects found in window grids appeared after sun exposure warping them.Window grid defect is mentioned in several online reviews. Salesman informed during house door order of damage/defects found on (2) detached garage doors. He advised Clopay may replace whole panel on damaged/defective ones. Personal decision to file one warranty claim for all doors once house garage door installed, in case damage/defect found.Salesman made no mention of a timeline on needing to make a warranty claim with Clopay. Paid $5,217; (2) detached garage doors, $3,031 (1) house garage door.Ensured everything kept safe & carefully installed. Have experience installing garage doors. Extensive research on Clopay’s website; installation etc. Filed warranty claim with retailer Nov 2024 with reply back Mar 2025. Clopay advised they would not be replacing any damaged doors/windows or defective grids due to us installing the doors and it being more than 60 days since purchasing the doors. Filing this BBB complaint; Clopay needs to make this right for sending brand new doors/windows that were damaged/defective and replace all items reported to retailer(pictures taken by retailer)

  Business Response

  Date: 03/12/2025

  Clopay has been in contact with the consumer and reviewed the customer complaint. The doors were delivered to the Dealer that the consumer purchased from on 3/18/2024. Clopay has a damage policy that any damages need to be reported within 45 days of delivery. This is why the Dealership denied any replacements because damages were reported after the allotted time frame. As a customer Goodwill Clopay is willing to send replacement glass, a replacement section as well as touch up paint. An email was sent to the consumer offering this as a solution.

  Customer Answer

  Date: 03/12/2025

  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

  Date:12/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had clopay garage doors installed by **** ***** this past summer and we've had nothing but problems with them. We've been working with Clopay's customer support representatives but we are not making any progress on finding a solution and it's been over 6 months since the doors were installed. The doors have constantly been jamming, not closing, the frame has been twisting due to the severe pressure the doors are under. We spent about $25,000.00 on these doors and we've never had 2 fully functioning doors besides for the first day they were installed. Currently both doors are completely broken. One door now has a broken window due to the twisting of the frame and won't close on it's own. And the other door jammed while opening and the top of our vehicle caught the lip and again, due to the pressure of the door & frame, the bottom panel completely blew out. We've been in contact with **** ***** and they refer me to clopay's support team and we have had 0 solutions. The original installer did not install these doors properly. Clopay's customer service agent sent out a different installer and he told us the doors were not installed correctly and that we'd forever have problems with them operating. With the way these doors were improperly installed, someone could get severely hurt if one of these doors falls. We need a solution to these doors or we will getting our money back and someone can come take these doors back.

  Business Response

  Date: 12/26/2024

  A Clopay Representative has left a message for the consumer. The second service provider that Clopay sent out has not returned their finding yet. Clopay has sent messages to the service provider and will follow up with the consumer once we have the Service providers findings. The consumer can reach us at ###-###-####.

  Customer Answer

  Date: 12/27/2024

  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.

  
  

  
  

  We are waiting to hear what the solution will be for our damaged doors. Both doors are currently inoperable.
  
  
  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 01/08/2025

  Clopay Corporation was able
  to speak to *** **** concerning issues he was reporting regarding the garage
  doors. He is obtaining a written inspection report from a garage door company
  who he had come out to provide an inspection of his garage doors. Once we have
  received this inspection report, we will evaluate the inspection report and
  provide our resolution.

  Customer Answer

  Date: 01/23/2025

  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.

  
  

  
  

  Clopay is sending a new installer out on January 31, 2025 to inspect the garage doors and create a plan for replacement of both doors. 
  
  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 02/12/2025

  Clopay sent another install company to out to review the consumers doors. It was found that replacement glass is required and some necessary adjustments are needed to the first door Clopay will be covering the cost for replacement glass and labor for this door. The second door has damages due to the customer backing into it. The customer will be responsible to replace the damaged sections. However, as a courtesy Clopay will cover the labor to install replacement sections.

  Customer Answer

  Date: 02/17/2025

  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 "discounted" repair offer is absolutely unacceptable and unprofessional. Both of our garage doors were never properly functioning since day 1 of the installation. These doors are some of the most expensive doors clopay offers and they sent out a low quality installater who was not adequately trained for these types of doors. The new inspector clearly stated both doors were improperly installed which lead to the damage. The doors were damaged due to a low quality improper installation. We reached out to Clopay several times since the doors were originally installed to have them repaired because of on-going issues. The original installer came out several times and never successfully repaired the doors.  Now, because of this, ongoing damage continued to occur because neither of the doors ever functioned correctly. We will not be paying for any replacement or repair. If these doors were properly installed in the beginning, as they should have been, especially given how expensive they are, we never would of had any issues with the doors. Therefore, we are not going to be held accountable to pay for a damaged door that was never properly functioning to begin with. You cannot hold a customer accountable to pay for a damaged product after they've reach out multiple times to have these issues fixed. The original installer was unable to properly install and repair our doors. This is an absolute was of my time. I've missed multiple days of work to meet with the original installer and the new inspector. I wasted hours of phone calls & emails with clopay and **** *****. If both of these doors cannot be 100% repair/replaced to fully working order, both doors can be taken back and a full refund can be processed. No customer should have to waste their time like I have dealing with this poor quality installation and customer service.
  
  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 02/27/2025

  The customer's damage to their garage door is because
  they backed into the door before it was fully up. While we understand the
  customer was frustrated because there were some adjustments that need to be
  made to the original install, we have an e-mail from the customer stating that
  they knowingly hit their own garage door and initially asked for a price on the
  replacement materials. Clopay will wave insulation fees for replacement
  panels, and is already committed to replacing damaged glass in the other
  door. Clopay will also allow for the damaged panels to be purchased at cost.
  

  Customer Answer

  Date: 03/17/2025

  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.

  
  

  
  

  Clopay is simply manipulating the truth of this matter to defend themselves and the poor installation that occurred with our doors. The truth of this entire situation is that **** ***** sent out an inexperienced garage door installer who improperly installed both of our doors. We have had non-stop issues with BOTH doors. We have tried working with **** ***** and Clopay at resolving these issues. After several repairs, the garage doors still continued to jam, not open, the glass to cracked and the mental frame physically bent on BOTH doors because of how poorly these doors were installed.

   

  If the garage doors were installed properly on day 1, none of these additional damages would have ever occurred. And this doesn't include all the damage the original installer caused on our brand new sheet rocked garage walls that we had to have them come back out and attempt to repair. Yet, there is still physical damage that remains.

  
  For any potential consumer reading this, please use any other garage door company and supplier. Avoid **** ***** and clopay because they do not stand behind their customer when their product fails. 
  
  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 03/17/2025

  The customer's damage to their garage door is because they backed into
  the door before it was fully up. While we understand the customer was
  frustrated because there were some adjustments that need to be made to
  the original install, we have an e-mail from the customer stating that
  they knowingly hit their own garage door and initially asked for a price
  on the replacement materials. Clopay will wave insulation fees for
  replacement panels, and is already committed to replacing damaged glass
  in the other door. Clopay will also allow for the damaged panels to be
  purchased at cost.

  Customer Answer

  Date: 03/27/2025

  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.

  
  

  
  

  Clopay is simply copy and pasting their previous response which simply continues to show how poor their customer service is. The bottom line is clopay installed our doors improperly which lead to compounding damage after several repairs were made, but failed. Again, several repairs were made, and continued to fail, which lead to further and further damage. Now we are coming up on almost 1 year of having these doors installed and both doors do not work. For any consumer reading this, do not use Clopay Garage Doors or **** *****. They will not stand behind their products. We spent over $25,000.00 for TWO broken garage doors and now they want to charge us over $8,000.00 to repair what was damaged since day 1.

  
  Regards,
  
  
  
  **** ****
  
  

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new “Clopay” garage door with dealer coast garage doors in **** ****** ** in May 2022. In June 2024, one door panel began to bubble. A replacement panel was ordered through the manufacturer, “Clopay” and installed June 2024. The new panel is a lighter “mocha brown” and does not MATCH. I am VERY DISSATISFIED. Today, Lulu at Clopay customer service would not assist me. If the panel wont match I demand full replacement of all panels. I did not pay almost $5000 for the panels to bubble and not match

  Business Response

  Date: 09/11/2024

  Clopay has been in communication with the consumer and will be replacing all sections for the consumer. Clopay is sending the consumer color samples to confirm the color of the sections the consumer wants.  The consumer is to receive the samples on 9/16/2024. The Consumer will confirm the color needed and Clopay will replace the sections.

  Customer Answer

  Date: 09/17/2024

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

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased our garage door from Clopay through the **** *****, the lights went out and I had to work the door manually on handicap. I couldn’t lift it up. The springs are out of adjustment. They should’ve adjusted them right from the beginning didn’t know because the lights were working. Put a strain on the garage door motor though fixed it the first time

  Business Response

  Date: 08/16/2024

  The consumer has been in contact with a Clopay employee this morning. The consumer needs to have his springs adjusted which is normal part of the maintenance and care that should be performed at least twice a year. Clopay does offer a 1 year labor warranty. However, this consumer door has been installed over the 1 year labor warranty. The consumer was instructed to reach out to the **** ***** and they would be able to help him purchase a service request for an installer to come out to make adjustments to his door.

  I have attached he Care and Maintenance instructions for this consumers door.
  

  Customer Answer

  Date: 08/17/2024

  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 Answer

  Date: 08/22/2024

  I am dissatisfied with the companies response and site poor workmanship and quality control. They claim the springs have to be adjusted every two years. Well it hasn’t been two years and the springs were out of adjustment. Also, the door seal came loose. They didn’t want to repair that also in a good faith effort to try to resolve this complaint, I reject the response 

  Business Response

  Date: 09/03/2024

  Clopay has had conversations with the consumer. The customer had a one year labor warranty with his door that has now expired. It is the customer responsibility as part of the care and maintenance to check the Operation of the door at least twice a year. (Attached is the brochure the customer would have received with his door regarding care and maintenance. The consumer can contact a local his local store to have service.

  Customer Answer

  Date: 09/25/2024

  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,
  
  
  
  **** *********

  
  I disagree with co response
  A the door was never fixed right when installed 
  B I had complained about the Door before the warranty expired
  C It was a poor manufacturing and installation defect
  

  
  

   

  Business Response

  Date: 09/26/2024

  I have attached the Lien Waiver the Customer signed at the time of installation. The installation has been over a year ago. Attached is also, the Care and Maintenance Brochure that the customer would have been provided. On page 3 of this brochure under Door Operation Checklist it is recommended that at least twice per year the door be inspected. The customer can contact his local **** ***** store to have his door serviced.

  Customer Answer

  Date: 10/02/2024

  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 Answer

  Date: 10/10/2024

  I’m not satisfied with their response because I was having problems within a year within the warranty they couldn’t address them. They told me pretty much how to go about fixing it myself which that’s a joke. I’m handicap.
  They don’t wanna honor their product. The product is defective. They should come out and fix it or replace it. They keep referring it to **** *****. **** ***** keeps referring it back to them.

  Customer Answer

  Date: 11/11/2024

  Yes, I have contacted and sent them a video. Also, I had this company. I’m gonna give you their phone number. They had to come out and repair it. Automatic garage door, ###-###-####

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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.