Masonite reviews and complaints 1
View all 18 complaintsMasonite - Warranty / Defective Door
I bought a Masonite fiberglass door that was custom due to the rough opening. As other household priorities took place over the door install, the door was left in the original strapping/packing and stored vertically in a dry place for a little over two years. It never occurred to me that the door would be defective as I have 4 other Masonite doors installed in my home (including two exterior fiberglass doors). When we went to install the new door, there was clearly a problem with the door being way too tall for the frame provided. Also, the door was warped beyond their allowed tolerance of ¼”. We did not install the door as a result. I filled a claim with Masonite on 6/7/13. Overall, they were entirely unhelpful and promptly rejected our warranty. When I asked for the name and number of someone in Management to speak with, Theresa Wever of Masonite simply restated the claim was rejected. She said that because the door was not painted in two years, that the warranty was no longer valid. Apparently, the lack of paint on the fiberglass caused the door to warp and grow vertically. As anyone who understands wood (the door core) or fiberglass, this simply is not possible given the extent of my door warping and vertical grown. Once they rejected our claim, we did make an attempt to install the door “as is” and to see if we could make some minor adjustment to alleviate the issue. When the door threshold is adjusted to the maximum height, the door sweep literally ripped off after opening the door a few times. Nothing in the warranty indicated the door must be installed within a set period of time. At the end of the day I expected Masonite to do what was right. Instead they found a loophole in their warranty to reject the claim. As anyone in construction knows, you do not paint a door in storage that is not installed.
The complaint has been investigated and resolved to the customer’s satisfaction.
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Masonite Doors are the worst doors you can buy. No support and if you ever need to change out the plastic threshold seal, forget about it. They won't even talk to you, just refer you to HD or Lowes which have people with little or no knowledge of doors other than placing and order or selling what the have in stock. Buy Reliabilt next time, I know I will.