Pro Gear Warehouse, Inc.

Every garage door sold by Clopay contains an "Installation and Maintenance" manual.  If you no longer have the manual, you can find a copy of it at www.clopaydoor.com / service and support / Installation & Maintenance Manuals.

I don't have a copy of the original receipt. As you can see below, Clopay hasn't made this an issue. I have included a picture of the installation manual and photo of the damage for review.   [redacted]
[redacted] ...

[redacted] Dear [redacted] We are sorry but the Clopay Warranty does not cover surface rust due to lack of properly maintaining the door, which includes cleaning behind the stop mold. This is not a defect in our product, so it is not covered by our warranty. Sincerely, Ms. [redacted] Consumer Services Representative [redacted]
Consumer Services Department Case Number 8661142 [redacted]
[redacted]
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[redacted]   My door has rusted through as my finger went thru the door when I took the picture for you.  I have removed the molding to show greater detail (please see attached).  Please honor your warranty.   Thanks!!     [redacted]           From: BPC Warranty [mailto:[email protected]] Sent: Tuesday, August 16, 2016 12:48 PM To: '[email protected]' Subject: Re: Clopay Warranty Claim (ref case #8661142) Speen   Tuesday, August 16, 2016 Mr. Peter Speen 7 Footpath Rd. Chelmsford, MA 01824 Dear Peter Speen, We are sorry to hear that you are having rust-discoloration problems with your Clopay Garage Door. The Clopay Warranty, Care and Maintenance Handbook emphasizes the importance of maintaining garage doors by rinsing, cleaning and occasionally painting. I have attached the warranty page from 1999. We understand that your Clopay door is showing rust discoloration, but has not rusted through. The Clopay warranty expressly protects you against rust through due to defects in manufacturing, but does not cover surface rust, salt corrosion or discoloration due to environmental factors. In many cases the doors can be prepared for repainting for future years of reliable service. As stated in the manual, be sure to clean behind the stop mold on the top & sides of the door. I have enclosed the painting and maintenance manual for your door model. Surface rust should be lightly sanded until removed, then a zinc-based primer should be used on all exposed steel. Paint with 100% acrylic Latex Exterior Paint. I have included color matching codes for Sherwin Williams and Behr brand paint. You door is our Standard White color. If you wish to replace your rust-discolored door sections, please call your installing dealer or a local Authorized Dealer nearest you. You can locate that dealer by using our web site, www.clopaydoor.com . If we can be of any further assistance, please contact us at 1-800-225-6729. Sincerely, Ms. Krista Cisco Consumer Services Representative [email protected] Consumer Services Department Case Number 8661142   [redacted]Internet E-Mail Confidentiality[redacted] Notice:  This e-mail may contain information which is privileged and confidential.  If you are not the intended recipient, you are hereby notified that any copying of or disclosure of this e-mail or its message is strictly prohibited.  If you have received this in error, please call 800-282-2260 x3834, or collect at (001) 513-770-4800 x6410.  Thank you. [redacted]Internet E-Mail Confidentiality[redacted] Notice:  This e-mail may contain information which is privileged and confidential.  If you are not the intended recipient, you are hereby notified that any copying of or disclosure of this e-mail or its message is strictly prohibited.  If you have received this in error, please call 800-282-2260 x3834, or collect at (001) 513-770-4800 x6410.  Thank you.

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] If Clopay was going to use a 45 day time period for resolving an issue, why did they wait THIS LONG to do so?  Different people at different "levels" have tried to resolve this issue for months, but only now someone comes up with the 45 day rule?   I have all the correspondence from the beginning, if this 45 day rule were in  fact the case, someone would have tried that before now. We are going to court, people.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 Although the representative I just spoke to was much more thorough and well versed in Clopay products I am very unhappy that I never received instructions to 'lubricate' the springs when I bought this door.  I was working out of town and so was not at home when the garage door was installed.  Everyone knew that when I ordered the door but didn't give me the courtesy of proper instructions to maintain the door springs.  I paid $900 for this door and would expect that I should have received the information I needed.  
Regards,
[redacted]

The last we spoke with [redacted], they were going to send their own representative out to inspect Mrs. [redacted]’s door.  We have not heard anything back since then. We are waiting for a response from either [redacted] or Mrs. [redacted]'s regarding the results of [redacted]'s inspections results. Thanks  
[redacted]SupervisorConsumer Services, I-Store & Specialty Door Customer Service[redacted]

[redacted]As we discussed, the rust you are experiencing on your door is not covered under the manufacturer's warranty.  However, as a good will gesture, we will replace the bottom section on your door.  It will be shipped to the Home Depot.  Please let us know if you want it sent to the store on Colisuem Drive or Daniel Webster Way.Thank You[redacted] - Clopay Consumer Services

[redacted]We apologize for the issues we are having with you Clopay door.  We will replace the sections of you door and upgrade the hardware.  We be contacting a local dealer to receive and install your replacement sections and hardware.  I will contact you once we have this...

arranged.Thank you,[redacted]Supervisor - Clopay Consumer Services.

[redacted]We apologize for the situation you are experiencing. We have reached out to our contact at TDI to find status on the door's approval. We will contact you Monday with a resolution. Thank You[redacted] Supervisor - Clopay Consumer Services[redacted]

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

[redacted],We are sorry that you are having issues with your Holmes garage door but without a serial number or order information, we cannot identify your door model to determine it's warranty.  We are unable to process your claim without that information.   We have reviewed the...

pictures you supplied us.  It was noticed that the door has not been properly reinforced (per the installation manual) for the use of an automatic opener. Unfortunately this damage can take a while to manifest itself based on door/opener usage.  We have attached a photo and instructions explaining this.  Failure to reinforce the door properly voids the warranty, therefore we are not a liberty to honor your claim.  You can order replacement sections through your local Holmes dealer.Thanks[redacted]Supervisor - Clopay Consumer Services

I understand you are concerned about the safety of your garage door.  We would like to help with that.It is not uncommon to have two different springs on a Clopay garage door.  This is a common practice.  The springs are based on the size and weight of the door. If you would...

like to be sure that your springs are correct,  feel free to contact our Consumer Services Department at ###-###-####.  They will need the model number of your door, size of the door, type of windows (if any) and the color painted on each spring.  Thank you,Clopay Building Products, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I followed the manufacturers recommendations on cleaning the doors regularly.  Clopay never accused me of not adhering to the recommended maintenance, yet by including it in the reason they are not honoring the warranty they are implying it.  In addition they say the pain failure is due to foreign substances adhering to the door but no one has ever come out to take samples of the paint to see if there are "foreign substances" on the door.  It appears that they are simply looking at the pictures of the paint failure and deducing that, because the paint failed, this must be the cause (circular reasoning).  If their assertion is that the door is fine but it is simply the paint that failed, I would like reimbursement for having a painter strip the doors and repaint them or for Clopay to do it themselves.  But if not, which I am sure they won't, I feel it is very important for consumers to know that despite proper maintenance, the paint that Clopay uses on its doors will not hold up more than 5 to 6 years before cracking, peeling and rusting, and that it is up to the customer to refinish them.  This is somehow omitted from the beautiful brochures they use to sell their products initially.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[redacted],Although the issue you are experiencing is not a manufacturering defect, as a good will gesture, we will replace your door sections. We will contact you once we have all of the details (install date, etc...).  Thank You[redacted] - Clopay Consumer Services[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My complaint is still open as neither [redacted] nor Clopay has inspected the problem with the garage door yet.
Regards,
[redacted]

[redacted] I apologize for the problem you are experiencing with your door.  The installer for you local [redacted] is being contacted today to set up a service call.  You will be contacted by them to schedule an appointment. Thanks[redacted]Supervisor-Clopay Consumer...

Services(937) 440-6134

Mrs. [redacted],We have been in contact with [redacted] in regards to your case and are waiting on an update from them.Thank You[redacted] - Clopay Consumer Services Supervisor

[redacted],We apologize for the situation you have experienced.  As a goodwill gesture we would like to offer you $100 to compensate you for your incovenience.  You should receive your payment within the next 3 weeks.Please contact me if you have any additional questions.[redacted]...

[redacted]Supervisor - Clopay Consumer Services(800) [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted] Please call me at ([redacted] to discuss a solution to your issue. Thanks[redacted]Consumer Services Supervisor([redacted]

Mr.Speen,We are sorry that you are having issues with your door.  Unfortunately the rust you are experiencing is due to a lack of proper maintenance. This is not a manufacturer's defect and will not be covered under the Clopay warranty.  I have attached the warranty and maintenance instructions detailing this.Thank You[redacted]Supervisor - Clopay Consumer Services(800) [redacted]