ComplaintsforTherma-Tru Corp

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The original door was purchased 7/24/2015. Therma-tru gives it a lifetime warranty. This particular door comes with a faulty 3 pt locking system. About 3 years later the locking mechanism failed-5/22/2018. The failure was so bad you could no longer lock the door and it had to have something braced against it to keep it from opening. A representative came out and made some recommendations which we followed at $427.11. Now fast forward to 12/08/2021-same exact problem. This is an outside door and we again cannot lock it, no security. Therma-tru looked at the locking mechanism and agree it was faulty. Now it is 3/16/2023 and the exact problem has occurred with the locking mechanism. It is obviously a manufacturer defect. It gets better. Therma-tru designed the door to only enable you to use their faulty 3 pt locking mechanism. A representative from ***** ******* came out and looked at the door and said if we do not want to continue to deal with this, we have to replace the door. We contacted Therma-tru for some assistance and they told us it was the fault of the lumber company. Therma-tru offered to replace the lock but we will have to deal with a door that malfunctions every 2-3 years obviously, We are older and are not up to having to baby-sit a life-time warranty, faulty, outside door. We asked they just help with some of the cost of the replacement door, since we cannot replace the faulty lock with a more reliable lock due to their manufacturing decision.

  Business response

  03/30/2023

  ** has reached out to discuss situation and determine how TT can help.

  Customer response

  03/31/2023

   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.

  
  

  Thank you.  Therma-tru are going to replace the door in question.   This is very acceptable to us.  TY!

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Therma-Tru entry door with sidelights (model 263 LHD), which was advertised by Therma-Tru and the seller, ******** ****** in *********, ** to be "rot-resistant", was installed by a reputable professional contractor with decades of experience. The door unit was faithfully maintained with high quality exterior paint and caulking as needed every autumn. Despite expert installation and adequate maintenance, the right side extension jamb is rotted and the paint over that portion of the door jamb has peeled. I emailed Therma-Tru and attached pictures of the condition. The representative responded that "rot is not covered" due to lack of maintenance, despite acknowledging in a telephone conversation that she can see the intact caulking. Further, she acknowledged in the same phone call that the paint on the left side jamb is present but the paint on the right side, over the rotted wooden side jamb extension, has peeled. Does is make sense that anyone would maintain left side of the door unit and not the right side?Since neither installation nor maintenance could have caused this defect, the only cause remaining is defective product design and/or materials. Therma-Tru should be required to provide a full replacement of the defective unit. It is interesting to note that there are multiple reports of the same problem on BBB.org, and other websites, and that newer models of the same product are now manufactured with composite side jamb extensions. (Composite materials are less prone to rot than wood.) Why would Therma-Tru change the manufacturing specifications if the previous design and materials were adequate? Obviously, because there are well documented identical problems with their products.

  Business response

  03/01/2023

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

  Customer response

  03/06/2023

   I am rejecting this response because: Therma-Tru has NOT "reached out... in an effort to resolve this issue". The last contact that I received from Therma-Tru was in October of 2022, before I filed the BBB complaint. I am requesting a complete replacement of the defective door unit. Therma-Tru's response is unsatisfactory because it is false and because they are seemingly unwilling to remedy a product and/or design defect that was warranted.
  
  
  

  Business response

  03/30/2023

  TT has reached out to this homeowner and asked for availability for a phone call to help clarify maintenance requirements. 

*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. ↩