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:02/03/2025

  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’m reaching out about my storm door. I have lived at this house since 2017 and I believe this storm door was put on in 2008 according to the warranty number on the door which is ********* ** ****. According to the old home owners and everything I’ve looked up these doors have lifetime warranties. The door is not functioning properly. It barely closes the handle is coming off and the door is very drafty. I want a replacement under the lifetime warranty. I know a lot of companies hate doing that but it’s not my fault. It should last longer than it has.

  Business Response

  Date: 02/10/2025

  Hello,

  Larson storm door warranty applies to the original purchaser of the storm door and is not transferable.  See attached document.

  The door is from 2008 and was on the home when **** purchased the home.

  We have informed the **** ****** of the warranty.

  Thanks

   

   

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair 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.

  Hi, I bought two new storm doors from Menards in West Bend Wi. I had problems with one door handle. The inside knob you turn to lock or unlock the door from inside became very hard to turn. Went to menards three times before talking to someone who was able to help, ***** ****). he was able to get me a new handle and problem solved, not for long. The same problem happened with the new handle. Went back and talked to ****. told him I would try to lubricate the lock knobs. That didn't work. called the Larson support number and entered my door number, kept hanging up on me. went to menards again, they gave me a phone number where I was able to send a message about my problem. Larson said I probably overtightened the handles and to try loosening them. Tried that, they were tight without being attached to the doors. Larson said to send my address and they would send me a shipping label and to remove the handles from the doors and send them for inspection. Without the handles on the doors, they could be opened with a screwdriver but otherwise, no in or out of our front doors! I could have returned the complete doors and bought from another company or bought the handles myself. I went to menards and ordered two different style handles without the twist inside lock knobs. This eliminated the problem but, costed me $123.53 for the both. Do still have all the packaging for the doors and the locks. Sucks to have to pull them off the house. My house had larson doors on it before replacing them.

  Business Response

  Date: 12/09/2024

  Larson has reached out to *** *** ******* by phone and email to find a resolution. We are waiting his response. 

  Customer Answer

  Date: 12/25/2024

  Hi, Larson did refund me for the door handles. Thank You BBB! *** *******

• Initial Complaint

  Date:11/27/2024

  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.

  Yesterday I bought their lever CH3000301 white... the latch was broken rivet had no head wants to come apart...I tried their chat line..finally they sent me to a site "ask a question??" which wanted my credit card info... they didn't answer their phone help line....tried to just order a part on their parts dept. but one they show is different as it has square ends where mine are bullet shaped... it is a 120 mile drive back to menards so that isn't a help... all I want is the correct part so I can install a locking screen door...that I PAID for!!!

  Business Response

  Date: 12/04/2024

  A mutual agreement between Mr. J*** ****** and Larson Manufacturing has been accepted as of 12/4/2024.  If you have any other questions or concerns, please call us at ###-###-####.

• Initial Complaint

  Date:11/06/2024

  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.

  I purchased from ***** a Larson Platinum RS RH Linen 32 door plus hardware. Approximately 12 months later the screen portion fell down and could not be repaired. I contacted the company who said they will send a free screen. The screen arrived and my contractor (who has put on all my doors) could not replace and make it work. Repeated calls to the company went unanswered or I was in line waiting for min of 80 minutes. Second door I purchased from *******, the SAME door; however , on my part was the wrong size. I then ordered the correct door- minus the hardware which was taken from door #1. Everything was going smoothly until my contractor could not put the handle (hardware) on... per the directions included because the holes did not line up. (pictures enclosed). Without handles on you cannot put the door up. You cannot open door. Cannot open door, cannot find registration. Again calls to the company were pointless.

  Business Response

  Date: 11/12/2024

  Larson is in contact with *** ***** ******* and is working towards a mutually acceptable resolution. 

  Customer Answer

  Date: 11/13/2024

  
  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:10/15/2024

  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 purchased 2 metal entry doors and 2 Retractable storm doors from ****** in April 2023. In June of this year, (2024) the Retractable screen come out on both sides A week later, the spring broke on the inside, which caused the whole top portion of the glass storm door to drop down to the bottom which left the top section to be totally exposed with no protection I contacted Customer Service and and admitted the product number, and the manufacturer number had been identified there was a Manufacturer defect. They sent out replacement parts, but I had to pay someone a second time to come out and repair the door and install the new parts. The 2nd storm door that I purchased at the same, is now broke for the same issues. I Started calling customer service number again last week, after it broke, Spending hours on hold with absolutely no response from Customer Service I started callingat 7:30 central time. Which is when it says that their phone lines open. The recording as soon as it came on said that the average wait time was 18 minutes for two solid hours. Those minutes started increasing by increments of five minutes after Remaining on hold for over an hour, I requested a call back , Over the course of 3 days & I still have not received a call from any representative. Having only on the doors a year, and both of my doors are already broken. I would never recommend anyone to purchase a Larson door , Due to the quality of the materials of their doors, not to mention how high their prices are. This is the worst Customer Service & definitely does not stand behind their products. The consumer should be your top priority. I would appreciate Someone from the company contact me to get this issue resolved. I paid a total of $700 for 2 storm doors of which are useless.

  Business Response

  Date: 10/17/2024

  A mutual agreement between *** ****** ***** and Larson Manufacturing has been accepted as of October 17, 2024.  If you have any other questions or concerns, please call us at *************

• Initial Complaint

  Date:10/07/2024

  Type:Billing 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.

  On 9-11-24, I ordered a "Retrofit Handle with Decorative Finish and Separate Keyed Lock; Fits Multiple Doors x 1" from Larson Manuf. Co. Later in the day, I received an e-mail from Larson Manuf. Co. indicating that my order was on the way and I could track it via a UPS Tracking number. I've checked UPS tracking at least 5 times since 9-11, and always get the same message: "A UPS label was created on 9-11-24, at 2:17 PM; however UPS doesn't have possession of the package yet. Estimated delivery date will be available as soon as we get the package." On 9-25-24, I called Larson Manuf. Co. and was on hold for at least 30 minutes before my call was answered. The Larson Rep. checked my order and did not understand why a UPS label had been printed, but there was no record of UPS picking-up the order. The Larson Rep. indicate that she was placing another order which was being sent to me by UPS EXPRESS and at no charge to me. She stated that I would possible get two orders in the days to follow. Later in the day, I received an e-mail from Larson Manuf Co, confirming my order which indicated a different order number without a UPS tracking number. On 9-28-24, I called Larson Manuf Co and again waited for approximately 30 minutes before someone to answered the phone. The representative was able to see both orders in their system, but was not able to determine why the order(s) was not picked-up, or when I would receive my order. I explained to the Larson representative that I was extremely dissatisfied with the level of service from Larson Manuf Co, and either wanted to receive the product or a refund immediately. The Larson Representative said that someone would call me and let me know that status of my order. As of 10-7-24, I have not received a call nor my order.

  Business Response

  Date: 10/17/2024

  A mutual agreement between *** ***** *** ***** and Larson Manufacturing has been accepted as of October 17, 2024.  If you have any other questions or concerns, please call us at ************.
  

  Customer Answer

  Date: 10/21/2024

  
  Better Business Bureau:
  
  A representative from Larson Manufacturing Co. called me regarding complaint ID ********, explained the mix-up with my order, and refunded my money.  This this resolution is satisfactory to me.
  
  Sincerely,
  
  ** *****

• Initial Complaint

  Date:10/02/2024

  Type:Billing 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 screen door glass was broken. I ordered a replacement from Larson for $93.28. They sent a kit that has to evidently be put together. I call them repeatedly, there is no response, vm continues to tell u 20 minutes and no response. I am a senior, I don’t know where to get this window assembled and no customer service help! I would like my money returned as it looks like I am going to have to buy a complete new door

  Business Response

  Date: 10/03/2024

  Larson has reached out to *** **** ******** by phone and email to find a resolution. We are waiting her response. 

  Customer Answer

  Date: 10/08/2024

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

   

  I found someone to assemble the window.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 10/10/2024

  A mutual agreement between *** **** ******** and Larson Manufacturing has been accepted as of October 10, 2024.  If you have any other questions or concerns, please call us at *************

• Initial Complaint

  Date:09/16/2024

  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 Larson premium storm door from ****** 4 years ago. Door closer assembly seized and was replaced 2 times previously while under warranty, today same issue again door closer seized and Larson told me my door is too old now. With documented history and closer issues for the life of the door they will not stand behind the product and send replacement. Door is stuck open and I don’t feel safe. Looking for assistance.

  Business Response

  Date: 09/18/2024

  A mutual agreement between *** ****** ****** and Larson Manufacturing has been accepted as of September 18, 2024.  If you have any other questions or concerns, please call us at *************

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service 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.

  Profound dissatisfaction with the customer support I have received—or rather, not received—while attempting to resolve issues with my newly purchased and installed defective retractable screen door. On September 4th, 2024, I sent an email to ******************** after repeatedly trying to reach someone through your 888 number, which only plays a recording stating that all representatives are currently assisting others. I also tried using the chat feature on ******************* during your listed support hours, yet despite attempting to connect on September 4th and 5th at 1:30 PM Pacific Standard Time (3:30 PM Central Standard Time), the chat feature was unavailable. Today, September 12th, 2024, I made another attempt to seek assistance via the chat feature. I was placed in a queue and, after a 20-minute wait, a support agent named ****** finally joined the chat. Initially, I was hopeful that I would finally get some assistance, but my optimism quickly disappeared. Despite my repeated attempts to engage, ****** did not respond to any of my messages. After waiting patiently for 15 minutes while she presumably reviewed the photos and receipt I attached, the chat abruptly notified me that ****** had left the chat. This lack of response and professionalism is frustrating and unacceptable. I have screenshots of the chat window showing the timestamps to document this interaction. After ****** left, the chat window assured me that another agent would be available shortly, but the chat eventually went offline without any further assistance. Given the extensive time and effort I’ve already invested in trying to resolve this matter, I am incredibly disappointed with this experience.

  Business Response

  Date: 09/18/2024

  Larson has reached out to *** **** ********* on September 17, 2024, and have addressed her concerns. 

  Customer Answer

  Date: 09/18/2024

  
  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:09/10/2024

  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 special ordered a Larson screen door 8/25/2023. We picked up the order 9/25/2023. On 9/2/2024 the door started not closing. After trying to adjust the closer on the door, we determined the closer had gone bad. There is a 1 year warranty on the closer. We have tried for 7 days now to contact Larson to get them to replace the closer. You are put on hold and no one ever answers. You are given an option to have them call you back when an agent is available but then again no one ever calls you back. We have 2 more weeks until the warranty runs out and the broken closer will not be under warranty.

  Business Response

  Date: 09/13/2024

  ****** has reached out to *** **** ****** by phone and email to find a resolution. We are waiting her response.