Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 12/18/2023

  Therma-Tru stands behind our response.  Proper installation and ongoing maintenance are requirements for warranty coverage. 

  Customer Answer

  Date: 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

  Date:11/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:09/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** *** ****** 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

  Date: 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 Answer

  Date: 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

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 08/28/2023

  Therma-Tru stands by original response. 

  Customer Answer

  Date: 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,
  
  
  
  **** *****

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 03, 2023 About 7 years or so ago (my wife has the receipt--within 10 year warranty) I bought a very expensive Therma Tru front door with frosted side windows and the finish started to disintegrate on the door. That is because the sun hits it in the mornings and the finish just did not hold up and began to disintegrate and come off. Contacted Therma Tru and it started to weasel out of any responsibility on its 10 year warranty and gave me a hard time. I assume Therma Tru has had other problems with its woodlook finish disintegrating. i am going to keep posting wherever and whenever i can about how Therma Tru does not honor its 10 year warranty on its expensive front doors. I am a totally disabled homebound Marine Corps veteran who paid over $5,000 for the Therma Tru front door Bought it through Lowe's on North Shådeland Avenue In Indianapolis Indiana. The Lowe’s salesman recommended Therma Tru over the ***** front door I wanted to buy I also bought ***** casement windows for the entire front of my 2 story home in Indianapolis The ThermaTru front door and ***** windows were installed by a Lowe’s installer. **** ***** **** ****** ************ ** ***** *** ***** ******** ****** **** ***** ******** ******* * *****, Buyer/Homeowner

  

  Business Response

  Date: 08/12/2023

  Therma-Tru is reaching out to this customer to learn more about this complaint. 

  Customer Answer

  Date: 08/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  ThermaTru has not 'reached out to me' at all and has taken no steps to resolve my complaint about the problem with the disinteghrating finish of my ThermaTru front door.   My door looks dreadful and lowers the value of my otherwise very nice and well-maintained home in the Geist area of ************
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Therma Tru door that I bought from Lowes came with lifetime warranty on door and hardware. After approx.5 years, my 3 point lock system failed and door can no longer be locked. I have contacted Lowes and Therma Tru and both companies don't want to handle the issue, passing me from one to another.
  I already filed a complain for Lowes but they still saying that Therma Tru should handle the case since it's their product. On the other hand, Therma Tru say Loews should handle it since they are the dealer for product and parts can be ordered through authorized dealers only.
  Please help.
  Thank you,
  ********* ****

  

  Business Response

  Date: 08/12/2023

  This unit was re-sold and does not contain a warranty.  However, Therma-Tru is working with the homeowner to provide local dealers for replacement.