Masonite

A significant $7k custom order through Home Depot was full of issues.

Awesome place. If you're visiting Calgary you need to come here and enjoy the beauty of this place and the delicious restaurants around it.

Originally bought our door through Rona in Bowness about 4 years ago. It is a double patio door with full sized windows, with the blinds built into the window. One of the strings let go and the blind has failed. It is a non-serviceable window pane that costs $325 to replace. Rona unfortunately ran the purchase through as a cash sale so there’s no proof of purchase, but they said all warranty goes through the manufacturer so call them. Called Lisa at Masonite who is the Western Canadian warranty manager and asked her what we can do? She said that she needs proof of purchase in order to process any warranty claims. Told her we don’t have a receipt but their window is installed in my house, with a serial number and P.O. Number on it. She said that it is policy to require a proof of purchase from the store. I said again that I don’t have that, and that she would have to take my word that we own one of their windows. I asked for customer service and she said she cannot help me. I asked her is this is all worth the bad complaint for $325? She said it is policy and that’s that. But their product if you want, but be prepared for policies to trump customer service. That’s an easy one star folks.

We loved the door styles and have 4 in our house. Within 18 months the window popped a seal in one of the doors during a cold snap in Alberta. The door was still under warranty. It took 4 months to get a replacement glass, and then they wanted us to install the glass within the door frame. What? We don't have that ability. Poor customer service and poor warranty. The warranty doesn't cover the labor of replacement product. Won't buy these again.