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:05/20/2024

  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.

  Purchased a feather river door from *********** The grill on the window melted in direct sunlight. Tried to Purchase a replacement grill from the company. Received an order, a price, and an invoice number for the transaction which was supposed to be done through *********** Followed through with this and was told the order would take a week. Three weeks later the company cancelled the order. All I want is to replace the grill, but attempts to contact the company have gone unanswered. In the mean time I've paid money and rece nothing

  Business Response

  Date: 05/29/2024

  Hello,

  The customer's order for replacement parts was placed on hold because of incomplete pricing and information.  We asked the store to cancel and place the order properly. We contacted both the store and the consumer to explain and offered to send replacement frames at no charge directly to the customer.  Replacement parts were shipped and are due to be delivered 5/30.  

   

  Customer Answer

  Date: 05/29/2024

   
  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:02/16/2024

  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.

  Transaction took more than 9 months and still unresolved. Door was purchased through ****** and it was delivered faulty, with a lot of scratches and the door was made inside out. I had to pay the labor cost to install the door TWICE and the manufacturer would not even compromise in shouldering any reimbursements to at least help with the labor cost that totaled almost $1k on top of the $1.5k cost of the door. Before I even have my initial installer install the faulty door, I took pictures of the door per the suggestion of both ***** and the manufacturer. Then I found out that it is even worse than the scratches and the dings as the door was delivered inside out. I tried contacting both Lowes and the manufacturer (Feather River) and the latter even made it seem that I was at fault. All these should have been prevented if Feather River has a good quality check process in place but it seemed that they do not have anything at all and just ship out faulty and 5 months delayed doors. My biggest gripe about the situation is that I (the consumer) have no choice but to take the financial responsibility and shoulder the expensive labor costs due to the fault and oversight of both the manufacturer and Lowes. The worse part about the whole situation? The customer service of the manufacturer are not even empathetic and they put the blame on the customer.Not sure why a business like this is allowed to operate. If you even look at the ****** reviews at first glance, they have a very poor 1.6 star reviews in ******* I wish i had known that Feather River was the manufacturer that Lowes was using and I could have avoided the headache but I did not have any chance to research as I was just dealing with *****.Stay away from this company and I hope more people can come forward to express their dismay about this company. Hope they will be liable and not get away from the malpractice in a business environment.

  Business Response

  Date: 02/26/2024

  Hello,
  Feather River Doors sells prehung (complete) doors or Slab (just the door portion)doors. 

  The original purchase was for a slab door that included the hinge preps and for a double bore prep.  These preps are supplied to Feather River's standard bore and hinge locations and the consumer's existing jambs must match for the door to be used properly.  The complaint was that the bore preps did not line up properly with their existing jambs, the door was damaged, and we made the door with the opposite handing resulting in the glass being backwards.  The damaged door should have been rejected rather than be permanently installed into the home.  After warranty review, we approved a new order for the consumer and offered a large discount on the new order that included a door jamb and threshold (complete) rather than just a replacement door slab like the original order.

  The consumer received a discount on the purchase from their retailer because of the damage and we offered a new complete door slab at no cost and a jamb at threshold at a reduced rate because of our error in suppling the door with the wrong handing and glass backwards.  The warranty claim has been closed because we fully replaced the door slab that was sent incorrectly under warranty, and we offered the reduced cost on the necessary parts that should have been ordered from the beginning for this order.

  Damage is not covered under our warranty, but we are sorry for the error we made in producing the door incorrectly and have taken steps to limit this from occurring in the future.

  Customer Answer

  Date: 03/05/2024

  Hi - the case is not resolved although I have do not see how this can be resolved since the team has been arrogant and adamant not to give in. They mentioned that the door should have been rejected by the customer and even said that ****** should have a policy to inspect it before delivering to the customer. Both are wrong.

  ****** even mentioned that they do not open any box so that they are not liable for any damages and scratches and they are just there to fulfill the order. In all fairness to them, I saw the door being in the box and bubble wrapped when they loaded into the car. 

  Customer rejecting the door is more idealistic than practical. No ****** can tell if the door is inside out just by looking through it from a box. Scratches are fine (and I have provided all the pictures before I opened the box) as they can be easily repaired but the door being inside out is more structural than aesthetic. They should have a proper quality check process to catch it because they are the door experts, not the customers. Customers place an order with an expectation that they will get a quality door as ordered and not bear the liability to inspect it and it seems that they are not accepting fault but passing it to the Lowes or the customer.

  They provided a new replacement door at a heavily discounted price because that is the least they can do. They did not provide additional consideration for labor, granted that I have to schedule a door installer TWICE (costing $300 each try) and tries to avoid the conversation and liability because "labor is not part of their warranty". They do not even take into consideration the hassle it takes for me to make sure I am at home and not in the office during installation for both times. They try to wash their hands but this could have all been prevented if they have a reliable quality check process in place.

  I am done trying to get consideration from them because it is a true waste of time and they do not even realize that it is their fault and liability. I am just writing it to serve as warning for future buyers and also make BBB learn about their business malpractices. Just take the time to look into their ****** reviews and have a sense of how bad they are, not just for my situation, but for others as well.

  Business Response

  Date: 03/05/2024

  Hello,

  We fully fulfilled the responsibilities of our warranty and replaced the defective product for the customer at no charge.

  Please close this case.
  

• Initial Complaint

  Date:12/27/2023

  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.

  Brought Door November 08 2022 -At the time there were no reviews for Decorative Glass Painted Timeless Black Fiberglass door about the warping due to having a full view storm door. The frame around the window warped and cracked after installation. We have a full storm/screen door that is interchangeable. We switched to the glass when we noticed after a hard rain water was leaking from the decorative glass section of the window inside our home, a few months later the window trim cracked so with a vented or without a vented storm door the door has issues with the window seal. I called Feather River to use my warranty and got a very snarky and careless response suggesting it's an storm door issue... The response from Feather River " This is noted in our installation instructions, in some cases where you have a southern exposure or full sun without any protection, putting a full view storm door over a door is like putting a magnifying glass over the door which will create an extreme heat build up. So should we be responsible for this warning or maybe the storm door company?" The response left me baffled didn't offer any resolution. I'm **** with a door that will continue to warp. How would a consumer know about heat build up , or southern exposure ?? Most homes install screen doors along with exterior doors. The door is sold in a big box store , there are no door Feather River door rep to talk to in store or any warning labels on the box or displayed in store warning about not using full view storm door. I brought the storm door and the feather river door the same day. There are now a good number of reviews stating the same issue door cracking around the window seal in the same area and the company gave the same response. Which suggest to me the company knows it's an issue and hide behind their warranty. This is a scam the door cost went from $479 to $569 and they have not changed how the company informs everyday consumers that the door shouldn't be installed with a full view glass storm door and the door shouldn't face direct Sun. That really should be noted on the box I shouldn't have to find out after or possibly during installation. Even the installer I hired said it was a scam after we shared our experience and he will not recommend Feather River doors to future clients . Feather River doors has poor customer service, horrible quality control and the product doesn't hold up. Never buying from this company and definitely will not recommend.

  Business Response

  Date: 01/09/2024

  Hello,

  Our warranty is very specific to what types of products can be added to our door system.  Our door is energy efficient, and no 3rd party storm door is required or necessary.
  

  The consumer's retailer should have provided information needed for the products they selected prior to the purchase.  

  In an effort to resolve, we have issued a refund to the customer as requested in their complaint.

• Initial Complaint

  Date:10/01/2023

  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.

  The brand new door came in defective and they arent going to replace the door. The door was noticed the door wont close because of the defect. All they want me to do is find someone that can repair the door. Its brand new purchased through ********** and they want me to deal with the company directly. I purchased it from them and I have to argue with the manufacturer. Thats not right

  Business Response

  Date: 10/12/2023

  Hello,
  It appears that the door system experienced some type of damage prior to installation.  Damage is not covered under our warranty; however, we opened up a warranty claim to review the issue with the door system.  We also sent replacement parts to the consumer to have on hand during the inspection so the tech can make a proper repair of the door system.  Appointment can be as soon as 10/13, depending on availability with the consumer.   

• Initial Complaint

  Date:03/24/2023

  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 purchased a Feather Rivers door through Lowes December of 2022. Upon arrival and installation it was really stinky. A very chemical oder. I expected this to off-gas over time. We left the storm door propped open as a mean to help things air out. Fast forward about a month and the smell has not let up at all. In fact, now that we have warmer days it is actually even worse! I work from home and can't even be in the house. There is not place in our **** sq ft house to get away from this oder. I contacted the company today, 3/24/23 and was told this issue is considered normal and is not cover by a warranty. My recommendation would be to use different, LOW VOC materials OR at the very least let your doors off gas someplace else before selling. I want a refund so I can replace with a door that does not cause harm to myself and my family. I need to be able to be inside my house without getting a headache from the fumes!

  Business Response

  Date: 04/04/2023

  Hello,

   

  Unfinished doors must be painted to seal the fiberglass after installation and excessive trapped heat from their storm door can increase the smell the consumer is describing.

  We contacted the consumer, explained steps to take to alleviate the condition and asked that they contact us to report after further review.  They were going to remove the storm door and completely paint the door system. 

  Also asked that they provide photos as well as proof of purchase information at that time.  

• Initial Complaint

  Date:11/17/2022

  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.

  Both ************** and Trinity Glass International (otherwise known as Feather River Doors), have failed to deliver on their promises. See previous BBB complaint with **************, complaint #******** which remains unresolved. Today, I am filing a new complaint specifically with Trinity Glass International.The delivery date has not been met, and excuses have failed to explain or provide resolution to the egregious delays.The doors still have not been delivered.July 27, 2022: Customer receives measure and estimate. customer in store and purchases $ ******** door(s) and instillation. Estimated arrival date of 08/19/2022 for storm door and estimated arrival date of 08/19/2022 for front entry door.08/02/2022: customer notified of storm door estimated arrival date 08/19/2022. Customer notified of front entry door arrival date delay of 13 WEEKS.08/19/2022: doors supposed to be delivered. New date of 11/02/2022 11/02/2022: doors supposed to be delivered. New date of 11/20/2022 11/17/2022: new date of 11/30/2022.When will this end?Desired Resolution? Billing Adjustment and Finish the job.

  Business Response

  Date: 11/21/2022

  Hello,

   

  This PO# 23540655ARNOLD was received from ********** on 7/27/22 and was given a standard delivery date of 11/2/22 on the order.

  The order was a custom painted door which had extended lead-times for delivery.  This order shipped late on 11/14 and is currently in route to The ********** store **** in ************, ** through their RDC logistics network.

  It usually takes ********** two weeks to deliver to their stores through their RDC in *********.  I expect this order to deliver next week the week of 11/28.

   

  We are very sorry for the delay on your order.
  

   

  Tell us why here...

• Initial Complaint

  Date:07/13/2022

  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.

  Date purchased : November ***********: $4,269.57 Business Committed: Feather River Door - front door with glass inserts and full glass sidelites. Full Description: F-RIVER SILVERDALE SERIES / ENTRY DOOR, SASH SET**** A X ******, **** X 12STANDARD ENTRY DOORS, STANDARD ENTRY DOORS{#1. Nature of Dispute: 5 year warranty- The door continues to noisily crack each day when the outside temperatures go above 75 degrees and one of the sidelite spontaneous shattered on the exterior. The company states this isnt covered in their warranty but its clearly due to bad sealing design that causes both the cracking noises and the spontaneous shattered sidelite.Has the business attempted to resolve? Not yet, Ive been email communications with their Warranty support for 3 weeks and no details of any replacement sidelite or contractor support to have it fixed.Order number and payment details provided in images attached.

  Business Response

  Date: 07/25/2022

  Hello,

  Glass and Frames were provided by Feather River Door Company as a courtesy to ************.
  
  As explained multiple times in email communication cracked or broken glass is not cover by the warranty. We extended the courtesy of a no charge replacement glass and waived shipping cost to the ********** Store where the door was originally purchased. 
  
  Our warranty specifically states no labor is provided. *********** will need to seek a professional ****** or contactor in his area to finalize resolution.
  
  Lastly the acclimation movement of the door during this time of year is normal. With heat, humidity and direct sunlight, it's normal for a insulated products to adjust and move during these times. Glass is not impacted as it floats between the fiberglass openings.
  
  Glass and lite frames are shipping via Central Transport pro #*************. It arrived at ********** on July 15th.
  
  Contact ********** Store # ****
  103-179 **********
  *******, ** 07055
  ************ 
  
  
  Reference PO # ********