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:07/12/2023

  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.

  I contacted therma tru corp. regarding the residential lifetime warranty on my fiber classic door system.
  The door system was installed during new house construction and we are the original owners.
  The warranty covers’ the door applied or inserted panels, glass, light inserts, wood grills, hinges, weatherstripping, door, bottom, gaskets, corner seals, dorsal, multipoint lock system and astragal’.
  
  I was asked to send pictures. I did so. A month and a half later, I was provided with a list of parts numbers to go and purchase myself at Home Depot rather than Therma Tru replacing them under the lifetime warranty.
  **** ****** acknowledged the weather stripping was torn and the astragal cracked and that various parts were needed to repair the door. But he said it was because my door ‘has been abused’ and they won’t be sending any parts. I don’t think this company honors any lifetime warranty claims. Rather they say everything that goes wrong with their door systems falls under ‘normal wear and tear’.
  
  Case # *****.
  To resolve, therma tru door corp should follow their exclusive remedy to ‘repair the component or provide replacement components to the warranty holder or the sellers dealer designated, or refund the warranty holders purchase price.’ I recognize the labor cost to reinstall would be on me.

  

  Business Response

  Date: 08/03/2023

  Therma-Tru's warranty states that true Therma-Tru components, such as weatherstrip, sweep, and corner pads will be free of non-conformaties in material and workmanship.  Damage to these items is not a defect and does not qualify as a warranty condition. 

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Contacted ******** ** on 4-10-23 They provided copy of receipt and warranty.
  They advised I contact manufacturer.
  
  Called Therma Tru on 4-11. Spoke with ****** and described that door does not hang true & plumb. She stated that is not covered under their warranty. They send the parts to an assembler who assembles product and then delivers to HD for installation.
  
  I also described the ¼ “ gaps in side lights that I repaired with caulk.
  
  ****** suggested that I replace the hinge screws to tighten up door. I explained that I paid $6,322.63 for the door and I was not about to remove screws and replace them, particularly since the door is very heavy. Additionally, I would assume that an assembler would have assembled it correctly according to manufacturer’s specs.
  
  She said this is a HD problem. She volunteered to contact the ******** ** to intercede on my behalf that they need to execute the repairs.
  
  The installation fee charged by Home Depot was $1,056.00. With taxes I paid
  $7,614.66
  
  ****** sent a warranty claim form. I filled it out complete with photos.
  
  I have not heard back from anyone.

  

  Business Response

  Date: 05/11/2023

  Therma-Tru received a complaint about installation on 4/11/23 and reached out to the installer, on Mr. *****'s behalf, the same day.  We also followed up with Mr. ***** on 4/28/23 and 5/1/23, with the latest update being that the distributor is reviewing the situation and would follow up with resolution. 

  Customer Answer

  Date: 05/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/07/2023

  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.

  We purchased Thermatru Fiberclassic door in October 2014. It was installed by the retailer's installer. The door has been maintained, painted, caulked etc over the years. I want to mention the prior steel door we replaced this with is still solid and being used on my chicken coop now. That door was purchased in 1999.
  The Therma tru door was functioning poorly for the last few months. The bottom right rubber seal came off a few days ago and when I went to replace it, I noticed rot on the core of the door. I contacted Thermatru and they state this not a covered warranty item. Their accusation is that the door has not been maintained. Given no one from Thermatru has inspected the door, it is clear this is their stock answer for a warranty claim. Not once was I asked to submit photos or any evidence of the rot. I am the person in my house who paints, caulks etc. I am a licensed builder and maintain my home. The fact that the previous door, and all other doors on my house, are in perfect condition is testimony to the maintenance of my house.

  

  Business Response

  Date: 04/08/2023

  Therma-Tru has reached out to homeowner to get more information. 

• Initial Complaint

  Date:01/17/2023

  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.

  Therma Tru Company states that they have a lifetime warranty against defects. My door has warped and in fact will not close properly. I have had three professionals who all state that this door cannot be repaired due to the warping. I have contacted the company to ask if one of their representatives could come to my home to help resolve this issue. They ask for more pictures even though I have sent what they are asking from me. I have sent the warranty deed of my home to show ownership and being the sole owners, given them the home builders name and location. And all homes in my subdivision have Therma Tru doors as the builder only used this company for doors. Can you please help me BBB?

  

  Business Response

  Date: 01/25/2023

  We spoke with this
  customer on 8/26/22 and asked for pictures and her receipt.  We reached
  out in September and October for information.  We did not receive a
  response so we closed the case on 11/3/22.  When the customer received the
  closed notification, she called in on 11/3/22 at 2:15pm and told us that she is
  postponing any action on the claim until March 2023 due to her schedule and the
  weather. 

  Customer Answer

  Date: 02/10/2023

  [BBB Transcription via Duplicate complaint]

  Problem:
  I have continued to try to work with customer service about my door being warped and here the company says they have closed out the case however, I am still trying to resolve this issue.

  

  Business Response

  Date: 02/10/2023

  The BBB complaint does not have our glass.

• Initial Complaint

  Date:12/29/2022

  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.

  Purchased french entry doors with glass, have had glass leak water thru glass at bottom, have had door replaced due to warping / bent at top with air leaking in, factory has been out several times, checked to make sure it was square and level, on their nd trip I had my installing contractor out at same time, now same factory rep said it was not square ( yet never said it 1st time out ) replacement door was ordered- took several months to get- then sent wrong door. My contractor came back resquared the door, said new door being ordered again. Now 2 days before christmas I have ice on the inside of the stationary door about 12 inches at top and bottom of door.
  Contractor has replacement door, but is hesitant to put in due to the ice problem. Air gag is on top of door not side. This has been ongoing for about 1 year now. Several call to differnet people and never getting solved.
  Therma Tru says call contractor, contractor calls his supplier, ******* ******** ******* they call ****** *******, I have called them all, often with no call backs,

  

  Business Response

  Date: 01/20/2023

  TT has reached out to the homeowner in an effort to resolve this issue.  

  Customer Answer

  Date: 01/20/2023

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

  Only received a phone call stating they are looking into it. 

   
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 01/31/2023

  TT has reached out to homeowner to get more info.  

• Initial Complaint

  Date:12/29/2022

  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.

  Bought a Therma-Tru Benchmark Door WickerPark 36-in x 80-in Fiberglass Craftsman Right-Hand Inswing Mahogany Stained Single Front Door with Brickmould Insulating Core
  Item #******
  Model #BMTTSOE door at lowes in Alpharetta ga on 11-21-2022 via phone then picked up on 11-22-2022. I noticed when I went to get door that it had some stain scratches, missing plugs for door around window and door weatership cut and not aligned right. Discussed at length with associate if these doors where seconds etc. he insisted no said call Thermatru and they will make good, he said you have a lifetime warranty on door. When I got home I called first thing Monday 11-23 and had multiple problems reaching someone who could give me some answers. After numerous attempts, discussions, and contacts to lowes, thermatru, Tennessee door shop I was told I had no warranty on door I had installed because I bought with surface scratches, missing plugs, and bottom sweep bad. I am highly disappointed!!! I even called Thermatru again and explained that warranty paper said that if you couldn’t get any issues resolved to contact Thermatru. They were not willing to give plugs, stain pen, door sweep, to make it right. I am highly disappointed to be told I have no warranty on door at all and to find out I was sold something that a company doesn’t warranty is a joke. I had door installed thinking I had a warranty to find out I didn’t. If I would have knew all this I would have never purchased the door must less have installed. Also found out window is crooked in door. Noticed after it was installed. I have photos of all.

  

  Business Response

  Date: 01/16/2023

  TT is currently working with the homeowner to resolve this issue. 

• Initial Complaint

  Date:12/08/2022

  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.

  Ordered a Therma Tru door from Lowes in Carmel, IN. The door was installed in August of 2022. The doors have chipped paint all over them, the caulk in the glass is protruding, and the locking mechanism on the bottom of the door doesn't work. I would like a new door with no chips, no caulk showing and a locking mechanism that works properly.

  

  Business Response

  Date: 01/07/2023

  TT Customer service has contacted the homeowner to try to resolve the complaint.  

• Initial Complaint

  Date:10/27/2022

  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.

  Thermatru fiberglass exterior door install August 2017 purchased at retailer as special order. Advertised as will not rot (see description attached). Also, See pictures of rot. Door painted according to manufacturer specifications.
  First: no caveat is included that door is not 100% fiberglass.
  Second: warranty specifies: door a/k/a door slab and panels is covered. A door slab definition includes:
  "The vertical components of a door slab are stiles, and the horizontal components are rails. The stile that houses the locking mechanism is called the lock stile. The stile attached to the hinges is called the hinge stile. The top rail is located at the top of the door slab and the bottom rail is located at the bottom."
  Third: Door is plumb and square and properly caulked with sill pan flashed.
  Fourth: problem: customer service rejects door slab is under warranty.
  Why advertise that this fiberglass door will not rot? The warranty does not exclude the door slab component of the purchased door system.

  

  Business Response

  Date: 11/16/2022

  After reviewing the pictures, it has been determined that the
  issue experienced with wood deterioration is due to improper
  installation/maintenance and is not covered under the warranty. Reasons include:
  damaged/worn corner pads, weatherstrip not properly trimmed and needs
  replacement, finish has not been maintained, and lack of or deteriorating caulk
  around the sill and jamb joints. It is suggested you reach out to a local
  dealer for replacement options.
  
  Therma-Tru is not responsible for what the dealer goes over
  with the customers. We have the material and the makeup of the doors documented on our website for reference. Here is a link to door
  specifications for you to view.
  https://www.thermatru.com/globalassets/widen/professionals/technical-manuals/door-system-specifications/doorsystemspecs.pdf
  
  Therma-tru advertises rot-resistant doors and components,
  however the warranty states the door must be maintained.  Here is a link
  to the warranty for your door.
  https://www.thermatru.com/globalassets/widen/2019-therma-tru-lifetime-limited-warranty.pdf
  
  
  Should you need additional information or assistance, please
  email customer support or feel free to contact us at (800) 843-7628.

  Customer Answer

  Date: 11/21/2022

  [BBB Transcription via Email]
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  **** <*******************>
  8:40 AM (21 minutes ago)
  to me
  
  ********, thank you for your assistance. Please find below my rebuttal to thermatru's response.
  
  1) I reject thermatru's assertion that the door system (I e., A factory assembled Fiberglass door slab housed in a thermaTru weatherstripped door frame) was not installed properly. It remains plumb and square.
  2) I reject thermatru's assertion that maintenance was not rendered. I did inspect to see that the weather stripping sealed as there being no light seen from inside. And that the bottom of the jambs remained solid which I did repaint as needed. Upon this nspection of this front entry door I identified the issue in question which initially seemed to be just need for repainting of edges but resulted in realizing the extent of the damage. I contacted thermatru immediately and received a denial of my warranty inquiry.
  3) As to the Residential Warranty chart referenced via a link in thermatru's reply, the second column speaks to fiberglass door system products. The Third row for "fiberglass" indicates lifetime (with no footnotes). The fourth row for "Door a/k/a slab and panels..." reads "yes" with no footnotes negating any component of the "door a/k/a slab and panels".
  4) I read the warranty in it's entirety and found no wording in the body nor footnotes which Partiializes components of the fiberglass "door slab" e.g., the stiles and rails. In fact, the last sentence of the introduction paragraph of the warranty titled "Product Definition..." Defines the components of the door systems. In doing so, it details the "fiberglass or steel door slab(s)" as one component in a list of many components comprising a door system (then details each other component also making up the system.) Again, here there is no footnote to the "fiberglass...door slab..." disclosing that the frame of the slab is not fiberglass but is wood. Further the last sentence of this same paragraph addresses "other all wood parts" which are not covered by the warranty and details the specific wood components of the door system not covered. Here the stile and rail frame wood components of the "fiberglass door slab" is not detailed in this sentence which explains what components of the door system is excluded.
  5) The thermatru marketing message is clearly to communicate to prospective customers and reasonable persons the "durability" of a fiberglass door compared to wood or steel because "...Unlike wood fiberglass will not warp or rot. And unlike steel, it will not dent or rust." (See Thermatru website; and, big box store website "product description").
  6) As a side note on this matter, During this process, exploring options going forward, I ventured to a store to scout future door options. In speaking with a sales representative in the door department, I inquired about thermatru fiberglass doors. And was assured that the advantage to purchasing a fiberglass door is that it "does not rot or rust like wood or steel doors." When I showed the pictures of my door the representative was surprised to learn that the door is not 100% fiberglass. My point is the reasonable person and even at least one informed sales representative understand the intended up front marketing material of thermatru to mean that the fiberglass doors are worry free of rotting. In fact, that is the highlighted selling point to the customer in the marketing materials as to why to buy a fiberglass door.
  7) So no, I do not accept the response of thermatru for the above-mentioned facts and reasons.
  
  **** ********   ************
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 11/21/2022

  Therma-Tru stands by original response.  

  Customer Answer

  Date: 11/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I stand by my rebuttal. Thermatru should consider from a quality assurance and performance improvement perspective my consumer feedback regarding there marketing approach. How deep into the literature does a consumer need to dig to understand that the "fiberglass door" "that does not rot like wood....or dent or rust like metal. Doors " is not all fiberglass.   And I did do inspections and maintenance. The caulking at the door jamb and sill is in tact.  The weatherstripping is tight against the door. The doors bottom seal is tight against the sill.  As a reasonable consumer what more can I determine aside from hiring a door expert annually to maintain a fiberglass door that is not supposed to rot.  The website states "does not rot like wood".
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:10/07/2022

  Type:Delivery 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.

  Ordered a thermatru door. We have waited 11 weeks so far. We received a manufacturer promise date & then the day it was supposed to be delivered we were told another two weeks before it would come. After a week, we were just informed that they prepped the door for the incorrect hardware and now we have to wait 6 more weeks for something that was not our mistake. There is no sense of urgency or responsibility for what has occurred. Spent a lot of money to go with this company to not be expedited or reimbursed some of the cost for their mistake is unacceptable.

  

  Business Response

  Date: 10/23/2022

  Therma-Tru does not sell directly to homeowners.  However, we do try to fill our orders as quickly as possible.  

  Customer Answer

  Date: 10/24/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: all you told the place we were working with was that it would be 6 weeks, because you cut the wrong holes for the door handle. We didn’t get any sort of urgency in getting the new door again or any sort of reimbursement for the excessive amount of time needed to get the new one. Poor customer service! 
  
  
  
  Sincerely,
  
  
  
  ********* ******