Report: #1047522

Complaint Review: Therma Tru doors

  • Submitted: Tue, April 30, 2013
  • Updated: Tue, May 14, 2013
  • Reported By: Baseball mom — Colorado
  • Therma Tru doors
    1750 Indian Wood Circle
    Maumee, Ohio

Therma Tru doors False advertising; gross misrepresentation of product; denies claim that anything is wrong with product Maumee Ohio

*Author of original report: Therma-Tru Resolved My Issue

*Author of original report: It's been a week and no contact

*UPDATE Employee: Therma-Tru response

Show customers why they should trust your business over your competitors...

We ordered an entry door and sidelight from the Therma Tru 2012 catalogue. The door ordered was the door on the front cover with Hazelton glass.

The Hazelton glass looked nothing like what they presented in the catalogue. 

We filed a claim stating that the glass was defective due to looking nothing like the advertised door and window. We sent comparison pictures and expected Therma Tru to recognize the gross discrepancy in their advertising. Instead, we received a letter stating that the claim was denied and that there was nothing wrong with the glass.

We asked if there was a way to replace the glass, however, they said that you cannot replace the glass because it is part of the wood slab.

We asked the local company who provided us with the Therma Tru door to fight for us, but they too said there was nothing that they could do.

Therma Tru has altered the pictures of their products in their catalogue. [continued below]....

..... This is called false advertising. We chose our door based on the pictures in the catalogue. The pictures turned out to be a gross misrepresentation.

After the door was installed, we found a local showroom that had our door with the Halzelton glass and it too did not look anything like what was delivered to us.

I have attached catalogue and showroom pictures to compare to the pictures of our door that was installed.

Therma tru has the worst customer service of any large company that we have ever had to deal with. The door cost us approximately $4000 to install and for a large company to refuse to help us when they repeatedly use deceptive practices in their advertising is outrageous. 


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#1 Author of original report

Therma-Tru Resolved My Issue

AUTHOR: Baseball mom - ()

Therma-Tru has resolved our door issue and we are completly satisfied. Customer support came through and we are very happy with their response. Thanks for taking care of this matter Therma-Tru. You have regained our confidence.


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#2 Author of original report

It's been a week and no contact

AUTHOR: Baseball mom - ()

If your previous post is truly legitimate, you can contact me via email to initiate a resolution regarding this matter.

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#3 UPDATE Employee

Therma-Tru response

AUTHOR: Therma-Tru - ()

Therma-Tru is committed to customer satisfacton.  We are looking into this matter and will respond to you directly as quickly as we can.


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