ComplaintsforTherma Tru Corp.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 6 sets of double patio doors and one main door. All have air entering our home and have since day one. 10 years! When I called them they had me check with photos every frame, header and threshold for plumb, square and level. They were blaming the installer. Every frame, header and threshold is perfect.. evidence provided to them. I then asked them to send a field tech which they declined. I told them the should replace all doors and of course the declined. They shipped me some new seals and wished me luck. Horrible product, horrible customer service and no warranty!! Extremely upset and I would tell others to not buy Therma Products.

  

  Business response

  09/03/2024

  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 routine replacement of the weathersealing components.  In this case, there is no caulking remaining on any of the door units where the jamb and sill meet.  Additionally, the proper weathersealing components are missing.  These items are maintenance related and not a defect.  However, in March of 2024, Therma-Tru provided maintenance guidelines, instructional videos to aid in replacement, and new weathersealing components, as a courtesy. 

  Customer response

  09/10/2024

   
  Complaint: 22155781
  
  I am rejecting this response because:

   

  These doors have not basic needs since day one when all components were brand new.  When I contacted Therma a few months ago, I spent time and money ensuring all doors and frames were installed plumg, square, level, etc.... 100 photos submitted.  The photos proved they are installed perfectly.  It appears the story has now changed to maintnenance.... and thus the miscellaneous parts were sent to us. 

  Therma should really come see their products performance.  At a minimum,  a certified Therma tech should come and install all the misc parts, to ensure they are installed properly.   We can then see the performance of the doors and if they meet our and Therma's expectations great... if not the doors should be completely replaced.

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

  

  Business response

  09/11/2024

  Therma-Tru did not install the product and is not responsible for installation or ongoing maintenance over the life of the unit.  However, Therma-Tru provided additional weathersealing components, as a courtesy, so that the homeowner did not have the expense of performing ongoing maintenance.  

  Customer response

  09/11/2024

   
  Complaint: 22155781
  
  I am rejecting this response because:  sad response.... 
  
  Sincerely,
  
  **********

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 1/2 Lite 9-Lite-Smooth surface Therma-Tru door from Lowe's. Had it installed and then started to paint it. The paint seeped between the grids and the glass....creating a drippy mess that is visible from the inside of the house, looking out through the door. I contacted Therma-Tru approximately 9 times (left messages, no return calls, LONG wait times) and then FINALLY reached Supervisor ***** who said they would mail me a repair kit and a video to repair it myself. She did tell me that If I did the repair incorrectly, I could destroy the seal on the glass, and the door would be ruined. I asked her for a replacement door...not the frame, only the door. I'm a single, Senior citizen who has no experience in the glazing of glass. She basically referred me back to Lowe's who did NOTHING WRONG. Therma-Tru is the manufacturer and should stand behind their products and not dump it back on Lowe's. I'm asking for a replacement door. Thank you.

  

  Business response

  09/11/2024

  Therma-Tru is proud to offer a lifetime limited warranty against manufacture defects on our fiberglass doors.  Aftermarket finish is not a manufacture defect.  We are unable to warrant finish that we did not apply, nor application of finish when not applied by our facilities or affiliates.  

  Customer response

  09/12/2024

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

  Your Company should have a *Warning Label* on the door explaining that the window grids are NOT adhered tightly to the glass and therefore paint can drip between the window grids and the glass, creating a VERY UNATTRACTIVE MESS.

  Instead of understanding your Customer (me), you respond to the BBB and me with a *canned* answer.

  I am a Customer and you are a big Company who does not care about me.

  I would like you to replace my door or refund my money please. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been pursuing and documenting a warranty claim for my Therma-Tru door for the past three months. I started out online submitting a Therma-Tru Warranty Claim. Therma-Tru called me back providing a case #***** and advised to go to Lowe’s to have them file the claim as the claim involved the stain which was applied by the distributor, ******-*******. As suggested I went to Lowe’s to start the process. Lowe’s eventually replied by email after receiving notice from ******-*******. ******-******* had responded that “the door was not properly maintained according to the finishing warranty instructions.” However ******-******* did not even ask any questions regarding the care of the door. I again contacted Therma-Tru as the 10 year warranty was provided by Therma-Tru explaining how the distributor failed to investigate. The warranty instructions state Therma-Tru recommends applying a high quality urethane clear coat to the doors surface every 3-5 years. The door had only been in service for a period of 3 years. Therma-Tru advised that they would contact the distributor personally and investigate. I have followed up with Therma-Tru multiple times and continue to receive the reply that the distributor has failed to respond to Therma-Tru’s inquiries. I have even emailed the CEO of Therma-Tru, **** *******, and still have not received a reply. I invested not only my money, but also my trust when I purchased a Therma-Tru door backed by Therma-Tru’s warranty from Lowe’s in July of 2020. At just three years into service the finish has failed. While the distributor ******-******* applied the stain, the warranty I purchased as part of the sale was from Therma-Tru. I am asking that Therma-Tru uphold its warranty and fix the finish on my door or replace the door. Consumers expect an expeditious solution when contacting Therma-Tru, an industry leader. Therma-Tru is not standing behind the warranty that was advertised at the time of purchase.

  

  Business response

  07/25/2024

  Therma-Tru Doors was unaware of the requests for status as the email entered is not an active email account.  We appreciate the visibility to the issue and will research and reach out to the consumer.  

  Customer response

  08/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I can assure you I have supplied Therma-Tru with an active email account as it is the same email that the BBB has contacted me at as well as my address and phone number. It has now been 10 days and no one from Therma-Tru has reached out to me. More of the same that I have seen over the past 3 months. Therma-Tru does not want to stand behind their warranty, but they push the warranty when selling their product. I would consider this false advertising. Buyer BEWARE!
  
  Sincerely,
  
  **** ********

  

  Business response

  08/27/2024

  Therma-Tru is working with the homeowner to address their concerns.  

  Customer response

  09/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Therma-Tru has reached out to me by phone and a follow-up email directly after the phone conversation. I find the resolution is satisfactory provided Therma-Tru follows through with their offer. I appreciate the BBB's help in arriving at this resolution.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I already spoke with a couple people from Therma-Tru customer service as well as the Lumber company where I purchased my door. I first ordered this door on 8/12/2020 and it was delivered to me on 9/28/2020 then installed by a contractor on 9/29/2020. I paid $4,052.24 for this door. Recently, a piece of the door just fell off the ddor. I happen to see it laying on the door jamb. I have numerous pictures as well. I also emailed the Therm-Tru customer service team with details including pictures, receipts, etc. The door comes with a Lifetime warranty, so I was wondering what ThermaTru can do to remedy this matter. Their verbal responses have been that the warranty doesn’t cover the actual door! Their email response is that “this happens when over tightening the screws for the lock”! This is based on no facts or measurements and just a false assumption actually. My door was professionally installed by a licensed contractor. They are not taking responsibility for their poorly constructed door. They sent me a pdf guide on how I can try to repair the faulty door that they refuse to address, all with a product that claims they have a Lifetime Warranty. Please advise on what recourse I might have here. Thank you.

  

  Business response

  05/08/2024

  Therma-Tru has reached out to the customer to understand the situation and help with resolution.  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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,
  
  ****** *****

*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. ↩