ComplaintsforTherma Tru Corp.

Doors

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Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased 5 exterior doors (4 panel, 1 sliding) from Window World Richmond in JUN-2014. Each of the 4 panel doors are ThermaTru Smooth-Star Sxxx model doors with Lifetime warranties as documented in my ThermaTru documentation supplied by **** ****** (Window World Richmond, President). These doors have had a history of defective door panels and locksets that **** ****** has refused to honor the warranty and replace the doors/locksets after repeated attempts. My last efforts started in JAN-2024 where their service tech documented the door delaminations and said they were unable to honor the lifetime warranty as ThermaTru OEM was not responding. I asked *****/**** for a written action plan no later than 23-MAR-2024 (almost 90 days out) and they have not provided this plan.
Business response
03/31/2024
Therma-Tru does not have any record of being notified of this complaint previously and will reach out to the homeowner to gather details.
Customer response
04/01/2024

Complaint: ********

I am rejecting this response because:
As you can see from the attached email exchanges with Window World Richmond (VA) that Therma-Tru reseller attempted multiple times to have Therma-Tru acknowledge the warranty situation since JAN-2024 and each time, according to ***** at Window World, Therma-Tru denied any warranty responsibility. Clearly, Therma-Tru knew about my previous attempts and Window World contacts.

Sincerely,

*** *******
Initial Complaint
01/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased the Therma-Tru fiberglass front entry door on 2/5/2022. The 1st delivered door had to be returned as it was damaged. The current door in which the complaint is being filed on was finally installed on 11/18/2022, but a modification to the door and was finalized on 11/27/2022 per Lowe's Installation Support (phone call 1/5/2024 with ********). We have been trying to work with both Therma-Tru and Lowe's since 12/8/2023 (******* at my local Simi Valley, CA Lowe's) regarding the door sweep/weather stripping that is hanging at least 10 inches onto the floor. Lowe's states that it is the manufacturer's responsibility and Therma-Tru states that it is Lowe's responsibility. The door came from the Therma-Tru with the door sweep/weather stripping as my receipt states. Many emails and 8 pictures have been sent to Therma-Tru and my last phone call was with ******** on 1/5/2024. She offered to send a replacement part of the weather stripping, but stated that the part being replaced was not the solution. I asked for support in this as we are not door installers. I was told that Therma-Tru does not offer installation support as they provided the directions back when it was being installed. I was told by Lowe's Installation Support (1/5/2024 by ********) that I would be contacted by a manage as he could not do anything for me from Lowe's, but as of today, I have not been contacted by Lowe's or have heard back from Therma-Tru after my most recent email on 1/9/2024. My door is just over a year old and we should not be passed around between the 2 companies, with neither taking responsibility nor completely informing us of the warranty/purchase/installation procedure. This is against the law. We can provide information if needed, but as stated previously, Therma-Tru has already received pictures of our receipt and many pictures of the damaged door. My case number with Therma-Tru is #*****. This was provided on my 2nd call with Therma-Tru as my first call with ********* back on 12/11/23 was not documented.
Business response
01/29/2024
Therma-Tru Doors is a door manufacturer and does not install doors or parts. ***** reached out to Therma-Tru Doors on 12/14/23, stating she felt that she should not have to purchase a replacement door sweep. Therma-Tru explained that a door sweep is a part which should be changed over time as general maintenance of the door. However, they offered, as a courtesy, to provide a complimentary door sweep. ***** declined. If she has changed her mind, Therma-Tru would still be able to send a complimentary sweep.
Customer response
02/08/2024

Complaint: ********

I am rejecting this response because: This is not an accurate account of my correspondence and request with Therma-Tru. I first tried calling Lowe's on 12/8/2023 and talked to *******. He said that I would get a return call from ***** from Lowe's, but I never did. On 12/9/2023, ******, the Lowe's associate that is associated with my door installation called me and told me that I needed to call Lowe's Installation Support. So, I did and I talked with *******. ******* told me that I had to contact Therma-Tru. He did provide me with the PO and Item numbers that took a bit of time to figure out as the door in which I am referring to is actually a 2nd door. The first door from Therma-Tru was delivered damaged (4/2/22). It took almost a year from my original date of purchase 2/5/2022 to get the current door installed. In fact, I had 2 exterior fiberglass doors installed. The other door is just fine! I followed through with *******'s direction and contacted Therma-Tru on 12/11/23 and talked with *********. I also talked with her on 12/12/23. This is not part of the documented reply from TT as it states that my first contact was on 12/14/23. I did contact TT on 12/14/23 as I never heard back from Lowe's (******) or ********* at TT as I was told I would. During my phone conversation with Trent on 12/14/23, he told me that ********* did not create a case on my behalf. He did start a case at that point (case # *****). In the reply for Therma-Tru to the BBB, I am quoted as asking for a replacement of the door sweep/ weatherstripping and that I declined this. Both of these are false statements! I asked for my door to be fixed. My door is only a year old. I also said that I could not take the door off. I have made many phone calls to Therma-Tru. On 1/5/2024, ******** ******* said that replacing the door sweep/weatherstripping would not fix my door. She would not write this down or provide me with the details of this conversation. She would not call Lowe's on my behalf either. Thus, in my various conversations with Therma-Tru, I have asked them when they have seen a year old door look like mine (I have provided many photos), and I have asked for my door to look like a year old door/fixed. I was told that I was correct in my knowledge of TT stapling and gluing the door sweep/weatherstripping on the door before it left the manufacturer. Therma-Tru owes me a NEW DOOR as I was told that the door sweep/weatherstripping would not fix my door and it is just over a year old as I file this complaint. They state that they warranty this as a LIFETIME WARRANTY and I have provided that documentation. Yet, they have told untrue statement of facts, provided no customer support, and have acknowledged that my door has a problem and the part alone will not repair my door to original quality. I have yet to be answered when anyone of their employees have seen a door look like mine. This started well before it was even a year old and they have stated that general maintenance on this is between 3-5 years. Again, my door is just over a year. I am asking for a new door and I did so on my complaint with the BBB and not a replacement of the PART. I believe this to be a true document to the best of my knowledge and ability.
Sincerely,

***** ***

Sincerely,

***** ***
Business response
02/08/2024
Therma-Tru Doors is a door manufacturer and does not install doors or parts. However, they offered, as a courtesy, to provide a complimentary door sweep. ***** declined. Therma-Tru stands ready to send a complimentary sweep, if ***** desires.
Customer response
02/14/2024

Complaint: ********

I am rejecting this response because: Therma-Tru states that this is a lifetime warranty issue, yet you are not providing warranty. Therma-Tru also states that they do not install parts, yet, my door left the Therma-Tru manufacturing plant with all parts having warranty issues. Again, I have been told that the door sweep is not the problem. Thus, Therma-Tru providing me with this part alone will not fix my door to its original state. Therefore, a NEW DOOR is needed if Therma-Tru holds true to what they say they warranty as documented in the previous conversation and found under the Therma-Tru name.

Sincerely,

***** ***
Initial Complaint
11/21/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Amount paid ****** I recently spoke with rep from Lowes about maybe doing some remodeling but showed him my front door ( ThermaTrue) bcz I was concerned about quality of products since it was clearly rotting on bottom corner..he gave me Thermatrue contact info after he examined saying lifetime warranty and this should not have happened. It took me submitting pics etc 3 x and 2-3 phone calls before they had a phone sec tell me they were denying claim and blaming it on me! Doorframe is NOT ROTTED, but their door is!!! Terrible customer service. Door cost was $******. I am a widow and for the last few years I had no idea who to call..it is true door was purchased in 2013 but it this is not new or getting better and according to the Lowes contact..Lifetime warranty and should NOT be happening at all. Paid $******
Business response
11/21/2023
Therma-Tru is proud to offer a lifetime limited warranty against manufacture defects on our fiberglass doors. However, for longevity of the door, there are a few maintenance items to consider, such as caulk bonds,finishing of the door and jamb, and weathersealing components. In this case, there is no caulking where the jamb and sill meet, and the proper weathersealing components are missing. These items create damage to the product which is not considered a manufacture defect.
Customer response
12/18/2023
[BBB Transcription via Email]
I do not accept Therma tru' s excuse in response to my complaint. IF anything was due to a faulty call or sill it too would be exhibiting signs of water damage and rot...there is NONE except the rotting on their faulty door edge!
Business response
12/18/2023
Therma-Tru stands behind our response. Proper installation and ongoing maintenance are requirements for warranty coverage.
Customer response
12/18/2023

Complaint: 20899441

I am rejecting this response because:
As I just stated IF anything was related to my failure there would be rot and damage in that area and not just on the corner of THEIR door...please refer to photos. I would never recommend this company...

Sincerely,

***************************
Initial Complaint
11/07/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
As part of a home renovation in July of 2008, our contractor Darmen Home Remodeling purchased a Therma-Tru front door (Model C676) with sidelights ( Model CC2276SL) in a prefinished cherry finish. The trim on the front door is flaking away. I sent an email with pictures to Therma-Tru customer service on 10/6/23 and here is their reply: Frame components and finishing are not covered under the warranty. The local dealers would be able to assist you with a quote and lead time for your project. Should you need additional information or assistance, please feel free to reply via email or contact us at (800) 843-7628. Sincerely, Consumer Service Therma-Tru Doors 1750 Indian Woods Circle, Maumee, OH 43537 800-843-7628 Part of Fortune Brands Innovations, Inc. I bought a Therma-Tru door because of the claim that their door would not warp, dent or chip and now it is chipping and will only get worse. The response of the company is that I would have to get the door repaired at a cost to me so they do not stand by their lifetime warranty.
Business response
11/09/2023
Therma-Tru is proud to offer a lifetime limited warranty against manufacture defects on our fiberglass doors. However, for longevity of the door, there are a few maintenance items to consider, such as caulk bonds, finishing of the door and jamb, and weathersealing components. In this case, there is no caulking around the mullpost, nor where the jamb meets the sill, creating damage to the product which is not considered a manufacture defect.
Initial Complaint
11/06/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The first door had a bent jamb. The jamb was replaced with another bent jamb. Very poor paint job for the money. Had to remove the door after installing it and had to make several trips to Home Depot to get things figured out so I could seal up my house before the rain. Door looks like **** and will not close properly! Very regretful purchase after dealing with the poor quality of another manufacturer.
Business response
11/09/2023
Therma-Tru does not have any record of being notified of this complaint previously and will reach out to the homeowner to gather details.
Initial Complaint
10/26/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a therma-tru double door installed during our home renovation. When it was time to paint the door I went to the therma-tru website and ordered paint samples. After choosing a color I went back to the website to order the paint and there is no where to place the order. No where on the website does it state that this paint is not available for purchase, there is a "where to buy" link that leads you to retailers who then do not have the paint. I contacted customer support to see how the paint could be ordered and was told "Prisma-Guard paint is not commercially available. The finish is a multi-step process which cannot be replicated in the field and is applied by certified distributors only." I replied to customer service stating the website is misleading, they allow you to purchase paint samples but not the actual paint. I requested a refund due to the fact that the samples I ordered are essentially worthless since I can not purchase the paint. Customer service responded with "All sales are final and cannot be returned/refunded. We have included a link to our return/refund policy. As it states, items not eligible for refund are restock returns. We sent you the product that was ordered, therefore a refund will not be issued." Customer service did not seem to care that their website is misleading or offer anyway to help.
Business response
10/26/2023
Therma-Tru does not feel that the website is misleading, as the page where you purchased your samples, specifies, "PrismaGuard finish is professionally applied in a controlled environment". Additionally, the "where to buy" portion of the website, specifies that it is a link to find a dealer or installer, not paint. You received the correct samples and utilized them to determine the color you wished to paint your door, as intended. Although the correct product was provided which you were able to fully utilize, Therma-Tru has refunded the $45 that you had paid.
Customer response
10/27/2023

Complaint: ********

I am rejecting this response because: I only received a refund of $31.50, not the full $45.40.
I could have gone to a paint store and gotten sample colors for free. These samples were worthless since I can't order the paint. The website should have a better description explaining that these samples are intended for you to pick the color of your door prior to purchasing the door.

Sincerely,

****** *****
Initial Complaint
09/19/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased a Therma Tru benchmark craftsman stye door from the kirkwood, lowes in October 2020. This door is supposed to have a 10 year warranty. The door has a large portion of the exterior bulging that been progressively gotten worse over the past two years. I have filed two separate claims with Therma Tru, and the most recent claim I called to inquire after receiving a satisfaction survey from them. I was told that the warranty will have to be honored from lowes and that I need to contact them about getting our door replaced. I proceeded to contact the lowes we purchased the door from and the manager of the mill department said he had never heard of that and that he would get back to me. He then put me in contact with a stock vendor, who says that Therma tru is claiming the door isn't theirs. I have been passed back and forth between so many different people, and all I am wanting is someone to assist with my door claim. I have sent in plenty of photos to show the issue with the door.
Business response
09/23/2023
Therma-Tru has provided the correct route for resolution. However, will contact Lowe's on this customer's behalf to provide education on the process for resolution.
Initial Complaint
09/15/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a major issue with Therma-Tru doors rotting. 3 out of 6 Therma-Tru doors have rotted in just 5 years or less. Therma-Tru says they have a lifetime warranty on the doors, but they don't cover rot. I have opened a case with their QC department but they tell me they don't cover rot and that is the homeowners fault. The 3 doors that rotted open directly to the outside, the doors that did NOT rot are protected by a porch. That tells me there is definitely a design flaw that allows rain water to soak into the door.
Business response
09/24/2023
Therma-Tru is proud to offer a lifetime limited warranty against manufacture defects on our fiberglass doors. However, for longevity of the door, there are a few maintenance items to consider, such as caulk bonds, finishing of the door and jamb, and weathersealing components. In this case, these items were not completed, creating damage to the product which is not considered a manufacture defect.
Initial Complaint
09/12/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
***** *** ****** purchased the Therma-Tru Benchmark Single Door w/2 Sidelites Fiberglass Entry Door for $4,315.21 on 1/23/23 for a customer. Installed the door 3/1/23. On 3/4/23 we filed a warranty claim on the door because there was a bow in the door on the latch jamb side that is preventing it to latch properly. The sidelites are also leaking air and anytime there is wind they whistle and if the deadbolt isn't engaged then the door will open. 4/5/23 we sent Therma-Tru an email enquiring where things were at with our claim so we could let our customer know. They told us a claims agent would be in touch. 4/10/23 we got an email stating our service request had been assigned a case #***** and that a service tech would contact us to schedule time to come look at the door. 4/26/23 Sent them an email asking for the techs contact info cause we still had not heard anything. Between April 26 and May 17 we sent 2 more emails and several phone calls and still nothing. Finally got in contact with them and scheduled an inspection. On 6/20/23 they send us the results claiming that its install related and outside of warranty. The reveals show the latch jamb was: top 3/16, center 5/16 bottom 3/16, which shows that its a factory defect and not an install issue 6/30/23 sent email saying that the customer wanted to get his money back and asked how we go about making that happen. On 7/6/23 They said that we had to go through where we purchased the door (Lowes). Lowes tells us Therma-Tru has to agree to refund the money for the door seeing how we had to go through Lowes as they don't sell to private parties. Asked for Mr **** or Mr ******'s contact info and still to date have heard nothing from anyone. At this point our customer would jus like to return the door and get his money back so that he can get a door that functions as it should.
Business response
09/24/2023
There is no contact in our system with the name provided. Therma-Tru will reach out to **** to receive further information so we may research.
Customer response
09/25/2023

Complaint: ********

I am rejecting this response because:
I am waiting for them to do their research they need to do. I sent them via email the information they said they needed in order for them to look into it.
Sincerely,

***** *** ****** **** ******
Initial Complaint
08/22/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi, I purchased a therma-tru fiberglass door system in 2010. I am the original purchaser and homeowner. The fiberglass door has a lifetime warranty stating that the door will “never rot like wood.” Instead, the interior of the door is rotted, identical to wood. When filing a warranty claim with thermatru, the boilerplate response seems to be that the door is not maintained properly. They sent pictures back with arrows pointing out issues such as weather stripping not being flush, but this is on the opposite side from where it is rotted. It seems that thermatru doesn’t really have a warranty and theirs doors rot, exactly as if they are wooden. I will never buy another thermatru product and I will tell every person I come in contact with that owns a home to never buy a thermatru product. They have horrible customer service that cannot identify your warranty when you call, and then email you back the boilerplate language. I will replace my door with another manufacturer’s door.
Business response
08/26/2023
We are proud to offer a lifetime limited warranty on our fiberglass doors. For longevity of the door, there are a few maintenance items to consider, such as caulk bonds, finishing of the door and jamb, and weathersealing components.
Customer response
08/28/2023

Complaint: ********

I am rejecting this response because:
Thermatru’s characterization is entirely inaccurate.

They pointed out the sweep pulling away at the corner, that is precisely because the door has interior rot at the corner. The weather strip is a standard fit appropriate for the 36" width door, and it was installed per manufacturer instructions with care. Similarly, the door has been refinished during my ownership - again, with proper products and care. That said, the wood rot on the interior of the door at the edges is not due to poor weather strip installation, poor refinishing maintenance or lack of caulk - it is the result of poor quality with the ThermaTru door rotting from inside.

It seems to be the customer service agents job to find reasons to deny claims of manufacturing defects and inappropriate wear on ThermaTru products, but the company sent back annotated photos are absurd and honestly insulting, and, the explanations, frankly offensive. The door that ThermaTru manufactured has prematurely rotted, which has caused other issues such as weather stripping that doesn't fit flush and consistently precisely due to the fact that the bottom of the door is rotted.

As mentioned in my previous email, I will be reaching out to all possible consumer protection advocates and state attorneys general to address this deceptive and inappropriate behavior by ThermaTru. The fact that the offered solution from ThermaTru is to use wood putty to restore extensive, internal wood rot throughout the door speaks volumes about your expectations of quality - and (lack of) commitment to doing right for customers.

The warranty is meaningless, and the company's customer service is as rotten as the products.

Sincerely,

**** *****
Business response
08/28/2023
Therma-Tru stands by original response.
Customer response
08/28/2023

Complaint: ********

I am rejecting this response because:
It would be nice if Thermatru would stand by its “warranties” - instead of standing by its original response to blame it’s faulty products on its customers

Sincerely,

**** *****

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