Pro Gear Warehouse, Inc.

***It has been determined that your issue is related to
the installation of your door, not the product. We recommend that you contact a local Clopay dealer to assist you with your issue. There are two dealers in your area. *** *** *** *** *** *** *** *** *** They are both located in *** **. Either one will be able to assist you. Thanks*** ***Supervisor - Clopay Consumer Services*** ***

[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 ***, and find that this resolution is satisfactory to me. The Customer service supervisor Josh and me agreed that they will send me a check/credit for a Home Depot store in amount of $so I can re-order top section/panel for the damaged door
Regards,
*** ***

Mrs***,We apologize for the issue you are experiencing with your doorAs you already have been informed, we will be replacing your door. Thank you*** ***Supervisor - Clopay Consumer Services*** ***

[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 ***, and find that this resolution is satisfactory to me. Please ship to HD on Danial Webster Highway.
Regards,
*** ***

We have received the complained submitted to Revdex.com for ID no***Due to personal circumstances we were not able to respond to the complaint in the required timeHowever, we wanted to be on the record for submitting a response demonstrating a no mistreatment of our customer.As stated in the
complaint, *** brought his *** for State Inspection and during the Inspection it was discovered the engine mounts on the vehicle were defectiveThis problem was brought to ***'s attention and an estimate for the repair was presented*** opted to have the service performed and the promised repair was performed as discussedThis is in reference to explain the situationTwo days later *** brought the vehicle back and asked the mechanic to check the vehicle for engine light diagnosticsThe shop performed the requested diagnosis at no charge to ***,The diagnostics revealed fault code of P700, which indicates a transmission solenoid is defectiveThis part exists inside of the transmission casingWe explained the problem to *** but *** kept insisting this problem did not exist prior to the change of engine mounts therefore this was a direct caused of the repairs performedOur representative (***) explained to *** that these are two completely unrelated issues and engine light can come on at any timeTo remedy the situation, *** asked *** to have the car taken to another garage and give them the code and if the other mechanics say this code is a result of engine mounts being changed we will provide the service at no chargeAdditionally, The transmission problems are very common in the model years of Due to the frequent complaints *** Motors had extended the warranty on these cars to 100,miles***'s vehicle has 165,miles, Following pages have some information from the web that can found on the issues with the *** transmissions.In conclusion, we don't feel we have done anything wrong and this complaint is not legitimate, therefore no settlement is offeredThere is no evidence that our repair of engine mounts has resulted in the transmission failureIn the spirit of good customer relations, we will extend a 15% discount on any written estimate from accredited business that ***s brings to us.If you have any questions, please feel free to contact us.Best Regards,*** *** Operations Manager

Revdex.com:
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, details of the offer I reviewed appear below.Clopay is making the assumption that my door wasn't properly maintained and that there was no paint failureOn both points, they are making broad assumptionsIn point of fact, Clopay has had paint failure in the past and has warrantied their product. In 2010, my right garage door bottom panel had rust thru and the bottom panel was promptly replacedI have included a picture of the replacement panel manufacturer's tag for proofThe exact same issue on two different doors suggests there is a problemMy assumption is that Clopay would rather hassle retail purchasers than stand behind their productPlease prove me wrong!
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I look forward to prompt resolution in warrantying the product and improvements in product durability and customer care
Regards,
* ** *** ***

*** ***While we stand behind our warranty...as a goodwill gesture we will replace the bottom section on your doorThe warranty covers material onlyIt does not cover labor. We will contact a local dealer to have the sections sent to. If you want them to do the install, they can
arrange that for you.Unfortunately the label you showed us on the strut does not match the door. We will need the serial number off of the door. It's on the left hand side of the bottom section. Once you get that to us, we can proceed with processing your claim.Thanks*** ***Supervisor - Clopay Consumer Services

Revdex.com:
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, 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.]At this point it seems as if Clopay is not willing to assistI would greatly appreciate any assistance that you could provide in this matterPerhaps they would be willing to send someone out to look over the situation If not maybe they would be willing to send door if I agreed to purchase the second. Also, they continue to refer to the "proper" installation procedure I am still not clear on what this entails
Regards,
*** ***

***I apologize...you should have not been charged for the services work on your doorWe will send you payment reimbursing you for the amount you spent. The check will be mailed to your home address.***
*** ***
*** * *** *** ***
*** ***

***Our senior tech (Rick) has contacted you and hopefully has helped resolve your situation. If you need further assistance please let me know. Thanks *** ***Supervisor - Clopay Consumer Services*** ***

Revdex.com:
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, details of the offer I reviewed appear below.Attached are pictures of the garage door problem. I believe that the finish is defective as the problem is only on specific areas of the trim only. This is a quote from Clopay's advertising: "The perfect blend of beauty and practicality, these carriage house doors look like wood, but they are actually crafted of multiple layers of durable, low-maintenance steel and insulation topped with a woodgrain textured composite overlay." This is not low maintenance and is advertising. I had my previous garage door for years and did not have a mold/mildrew or any other problem. I ask that someone from Clopay come to my house and examine this problem
Regards,
*** ***

The dealer is Doors on Demand from *** *** ***

***I apologize for the situation you are experiencing. I will look into this situation and will reach out to you shortly. Feel free to contact me direct.Thanks!*** ***Supervisor-Clopay Consumer Services*** ***

Revdex.com:
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, details of the offer I reviewed appear below
It is very nice to find out now there is a manual when I should have been given it when the door was installed. I lived out of town when the door was installed and *** *** AND Clopay's installer knew that. No one provided me a booklet, or offered where I could get oneAt a minimum I would have expected to be told that one existed. I spoke to several people during this transaction and this is the first I am hearing there are owner instructions! That is a disappointment
Regards,
*** ***

***I apologize for the situation you are experiencing with your door. Unfortunately the warranty covers rust through only, due to a manufacturing defect in the paint. What you are experiencing is surface rust, caused by a foreign substance adhering to the door. The installation
and maintenance manual states the doors need to be cleaned at least twice a year and more frequently if road salt accumulates in a winter climate. You are not experiencing rust through therefore we are not at liberty to honor your claim.Sincerely,*** ***Supervisor - Clopay Consumer Services*** ***

I have spoken with our marketing team (who has been in contact with GH). They have reached out to them and are waiting to hear back in regards to her case. Thanks! *** ***Supervisor

***I have left you a voicemail to discuss your issue. I will try to reach you again tomorrow.Thank You *** ***Supervisor - Clopay Consumer Services*** ***

Revdex.com:
Yes, *** from Clopay
contacted me and advised that they would send all new door panels to Agarage doors, and that the installation fees would be taken care of by them
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[redacted],What you are experiencing is mold/mildew due to environmental conditions and is not a manufacturer's defect.  This problem can be corrected by washing the door.  I have attached instructions on how to clean your door.  I have also attached the maintenance instructions...

that are in your installation manual.  Our products are not maintenance free, annual maintenance is required.Thank YouJ[redacted]Supervisor - Clopay Consumer Services[redacted]