Complaints

This profile includes complaints for CDF Distributors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CDF Distributors

  254 W Eastland St Gallatin, TN 37066-2704

  
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  CDF Distributors

  254 W Eastland St STE 100 Gallatin, TN 37066-2704

  

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:02/19/2025

  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.

  Installed double doors. Have a 3/8 gap between doors. Weather stripping provided not keeping out cold air. Also each door has a keyed lockable device. They sent two separate locks with different keys. Said I should have specified that locks to be keyed alike. What salesman would not figure that double doors should be keyed alike. I contacted company and they sent me quote for a different weatherstrip for $208.00. Why did they not send the different ones first. They have not addressed keys. Have contacted them several times with no results.

  Customer Answer

  Date: 03/02/2025

  I have not heard at all from this company. Complaint # ********

  

  Business Response

  Date: 04/01/2025

  Hey ******,

  I'm sorry to hear about your frustrations with your door order, that is definitely not the experience that we want and I apologize. I'm also sorry for the delay in my response, I needed to talk to the salesperson involved, sales manager, customer service agent, and customer service manager to work on a solution for you and an update to our processes.

  To address each of your complaints I've separated them out:

  1. The recommended gap between doors is 1/4", if yours is currently 3/8" and you would prefer to adjust it we are able to provide guides on how to do so, or customer service would be happy to schedule a call with you in order to assist on how to adjust your door.

  2. Your order included our standard weatherization kit, which is currently used nationwide. We're happy to provide troubleshooting on the installation of this weatherization kit, or if you can provide specific feedback about what you're looking for we can find you a replacement that will better meet your needs and we'll work with you on the cost of a replacement.

  3. Your locks should not be keyed differently, I would like to offer $80 per lock ($160 total) to have a locksmith rekey these for you so they use the same key. Please send us an invoice for this service and we'll reimburse you.

  Please let me know what questions you have and send us the invoice for your lock rekeying at your earliest convenience.

  Have a great day.

  

  Business Response

  Date: 04/01/2025

  Hey,

  Just wanted to provide additional information. I'm committed to making this right for this customer due to the delay on our side, but it does sound like he has declined/rejected multiple attempts on our side to resolve this. 

  The levers were not keyed alike, which the customer did not request or pay for - this is an optional upgrade the customer did not ask or pay for, however, I offered to pay for a locksmith to fix this in my response to him and am committed to getting that done for him.

  The stock weatherization kit did not meet the customers preference for his area, despite being the same kit sold to regions with much colder climates. He also installed it and the doors incorrectly, and after multiple attempts to provide installation guides, videos, and instructions on phone calls we have not been able to get him to fix the incorrect installation. In my response I did ask for clarification on his issue, because even though we don't sell a higher rated kit I am willing to source one that meets the specific needs he's looking for. IE - if he's looking for a weatherization kit that completely prevents cold from being felt on the other side of the door that isn't possible, but if he needs a wind rated kit we can try to find one that better suits his needs. We did offer this from our customer service team, but did not hear back from him.

• Initial Complaint

  Date:05/23/2024

  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.

  Order# QB-******** $1500 purchase. Door received quickly (maybe too quick). Packed very professionally. Signed for door. Spent 1 hour removing for pallet for inspection. Upon inspection noticed the very poor quality. The finish was traditional cherry. Very very dark splotches all over the door. Definitely not a wood finish look. Very poor quality. Reached out to CS and received this response. Poor response. Poor service. No returns! Unacceptable

  Customer Answer

  Date: 06/02/2024

  CDF shipped a replacement door. I cant thank the company enough for the gratitude. I will give them my business again. 

• Initial Complaint

  Date:02/29/2024

  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 a door package from cdf they sent it with the wrong hinges on door System so when these double doors closed there is a 1" gap between these doors I have been going back and forth with them for the last few weeks on getting some new door rail sent but no one can give me a definite answer they keep say that they will be shipping out so and so date but when I call to check status no one has an answer or updates to the problem but they keep saying the same thing nothing getting resolved and keep in mind I purchased these doors in beginning of December 2023 and here we are the last day of February 2024

  

  Business Response

  Date: 06/24/2024

  This issue has been resolved directly with the consumer. 

• Initial Complaint

  Date:02/14/2024

  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.

  CDF doors had admittedly made a mistake on their door prep. The depth of the cut wasn't deep enough. Instead of them sending replacement doors, we came to agreement for us to purchase a machine that would get it to the correct depth. They agreed to re-imburse us both for this purchase and 5% of the cost for the trouble. Time was a factor because school was starting soon.On Aug. 11, 2023 we purchased the machine. After submission of the receipt, we never received the compensation. After a few emails, they stopped responding. The device cost us $123.69 and 5% would be $300. So we are looking to collect a reasonable $423.69.Copy of relevant email:From: *********************** <*********************>Sent: Thursday, September 14, 2023 9:30 AM To: *********************** <************************************************>Subject: Re: QB-******** CASE # **** The 5% should cover the mortise tool and labor, yes! *********************** ??5th Grade / Athletic Director St. ****'s ******** -Waltz Phone ************ Fax????************ From: *********************** <************************************************>Sent: Thursday, September 14, 2023 10:21 AM To: *********************** <*********************>Subject: QB-******** CASE # **** Ok so on this one order there has been 3 different claims. 1.Wrong size frames and we did a no charge replacement for those 2. Mortise prep was off. I tried to compensate for the key cutter cost. 3. looking for a master key for these locks. Advised that it was not on the order for a master key.. So, I get you over to sales and get this quoted for you .. and I can copy ***** on this and ask for the extra 5% discount on that quote. Just trying to make sure that I understand exactly what you are saying.. and with the 5% discount then we are good with the locks not being keyed alike? And everything with this order has been taken care of ??? Thank you,***************************** | Claims Analyst Main: ********************* www.cdfdoors.com

  

  Business Response

  Date: 06/24/2024

  This issue has been resolved directly with the consumer. 

• Initial Complaint

  Date:07/19/2022

  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.

  On May the 4th I ordered a commercial fire rated exterior door package from CDF distributors. The door package upon installation had the wrong size header and would not allow for proper installation. The header once installed would not allow for the 2 doors they sent to be installed. I requested through repeated emails and phone calls to get them to send me the right doors but to date they have not sent me the correct doors to fit the header and jamb they sent in the package. Please help. Just want the doors to fit the jamb they sent. Door cost $2200 and the customer that is having me install the doors is threatening lawsuit because I had to use old doors in my new frame to secure the building.

  

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/22) */ Contact Name and Title: **** ******* CS Manager Contact Phone: XXXXXXXXXX Contact Email: ************@cdfdoors.com We have contacted Mr. ****** and hopefully worked through his issues by sending another door. The door is being shipped today, 7/22/22 and should arrive at his destination on Monday the 25th. After reviewing Mr ******' pictures and listening to his complaint, we determined this would be the best avenue of resolution. CDF always goes Above and Beyond with our customer support and in this case will do the same. Mr. ****** expressed his thanks for resolving his issue and said he would give a positive review in this matter.