I want to share a story with my fellow garage enthusiasts. Kind of long sorry, my wife does not understand my frustration and I want some validation.
For the last 2-3 months I've been planning and saving for my precious new garage door. I had been going back and fourth from mfg. to mfg. on which one I wanted to go with. At first I was fully set on Amaar, then I had considered Dalton. Finally I found the Clopay Gallery 2" to be an incredible value and their reputation seemed pretty good from the research I had done, so I excitedly ordered my new door about 3 weeks ago and set the install date for the morning of Oct. 2nd (today). So yesterday I called the installer (Performance Building Products Vancouver, Wa.) to confirm we were on for the specified time. They said "yes sir. you are the first install that morning, see you between 9AM and 11AM" I said, "I'm going to miss some work, so please be on time". So I give them a call at 11AM to find out they are on another install 60 miles away and they will be here late afternoon. I tell them if they are not here in an hour they can keep the door.
They show up 2 hours later and start tearing out my old door. *Note to installers, make sure you have all the necessary parts before tearing out old door* Turns out Clopay sent a 7' rail kit instead of an 8'. When called on it, Clopay refused to deliver the proper rail kit to the installation site so the installers had to modify my old busted up rails to work until they can get the new ones out. I'm pissed. Then I start admiring how pretty the new door panels are until I see one of the panels has about 4 obvious dents in it right out of the packaging. I'm fuming.
So my house currently sits with a new $1500 garage door full of dents on old busted up rails. Add to this Clopay did not ship all the proper hardware (spade handles), I talked to a Clopay rep on the phone, and when asked if this is how they normally do business she answered with " I'm sorry sir, I've only been here a few weeks"??? Good F'ing Answer! This is what is wrong with our country today, complacency.
I'm sure there are millions of satisfied Clopay customers, but that was my experience. Take it for what it's worth.
For the last 2-3 months I've been planning and saving for my precious new garage door. I had been going back and fourth from mfg. to mfg. on which one I wanted to go with. At first I was fully set on Amaar, then I had considered Dalton. Finally I found the Clopay Gallery 2" to be an incredible value and their reputation seemed pretty good from the research I had done, so I excitedly ordered my new door about 3 weeks ago and set the install date for the morning of Oct. 2nd (today). So yesterday I called the installer (Performance Building Products Vancouver, Wa.) to confirm we were on for the specified time. They said "yes sir. you are the first install that morning, see you between 9AM and 11AM" I said, "I'm going to miss some work, so please be on time". So I give them a call at 11AM to find out they are on another install 60 miles away and they will be here late afternoon. I tell them if they are not here in an hour they can keep the door.
They show up 2 hours later and start tearing out my old door. *Note to installers, make sure you have all the necessary parts before tearing out old door* Turns out Clopay sent a 7' rail kit instead of an 8'. When called on it, Clopay refused to deliver the proper rail kit to the installation site so the installers had to modify my old busted up rails to work until they can get the new ones out. I'm pissed. Then I start admiring how pretty the new door panels are until I see one of the panels has about 4 obvious dents in it right out of the packaging. I'm fuming.
So my house currently sits with a new $1500 garage door full of dents on old busted up rails. Add to this Clopay did not ship all the proper hardware (spade handles), I talked to a Clopay rep on the phone, and when asked if this is how they normally do business she answered with " I'm sorry sir, I've only been here a few weeks"??? Good F'ing Answer! This is what is wrong with our country today, complacency.
I'm sure there are millions of satisfied Clopay customers, but that was my experience. Take it for what it's worth.
. I also think the packaging might not have been done properly on your doors if they were dented up when you got them the dents were put there at some point in transit hard to say if it was o n the installers truck or the shippers truck. I hav e actually taken brand new equipment out of a box at a customers house only to find it dinged or dented although the boxes showed no sighns of damage . I usually box it right back up and return it promptly but I am seldom more than 20 miles from my distributor so it doesnt hurt the job as much. I will also say on service I give a 2 hour window if you are one of the earlier appointments for the day you stand a good chance of getting me there within that 2 hours but if you are one of the later customers and its been a rough day I may be late . I will also say though if I am going to be late I either call back to the office so they can give customers advanced warning or I call the customers directly to let them know I have been held up at another job longer than expected. I can also say though that I own the joint and I want to keep every customer HAPPY when your just a peon working for the man sometimes you dont care as much wehter or not Mr. Jones will ever call the company again