Update by user Aug 04
Therma Tru contacted me immediately and resolved my issue by sending me a new glass and frame insert at no charge but install is on my dime. I am almost completely satisfied but grateful that the problem was acknowledged and rectified. Thank you!!
Original review posted by user Jul 25
COMPLAINT ACTIVITY REPORT Case # 40052788 BBB - Centralized Complaint Services
Consumer Info: SterlingAppel, Roz Business Info: Therma Tru Corp.
34 Dalton Street 1750 Indian Wood Cir
Long Beach, NY 11561 Maumee, OH 43537-4049
- 917 402-4729 419 891-7400
Location Involved: (Same as above)
Consumer's Original Complaint :
I bought a thermal try door with side lights and the 3/4, one panel, 12 light glass in the door shattered with any any sign of impact.
I purchased the above door while elevating my home in 2017 after Super Storm Sandy. The model number is S92 3/4, one panel 12 light Smooth Star
I made the purchase through Centre Mill/ True Value in Island Park, NY. They have beed super helpful but Therma Tru has not.
After coming home from vacation I noticed that all the exterior glass shattered. Two different glass companies came to inspect and I was told that if I
ordered the glass kit $525.00, It would cost over $250 to install. That is $775.
A new door cost $875 with sale tax., $250 to install. While these
professional glass people were inspecting the glass i was then told there is no point of impact so it seems like it just exploded. Nothing banged in to it to
cause it to crack.
This is an exterior door and should be able to withstand weather and not spontaneously combust, and if so Therma Tru should stand by there products
and at the very least use my experience as a learning tool to improve their products so it will lower the chances of happening a again.
Therma Tru offered nothing and basically said sorry we will do nothing for you.
Buyer beware when buying their products, their "Lifetime Warranty on
covers the parts that will never break....I will voice this complaint on ever outlet I can find because I am forced to purchase the same door because I
have two matching 10" sidelights and hoping the door fits perfectly in place.
Shame on you Therma Tru!!!!
Consumer's Desired Resolution:
I believe The door should be replace at thermal Tru's expense. This damage is definitely a manufacturers defect.
07/25/2019 web BBB Case Received by BBB
Reason of review: Bad quality.
Monetary Loss: $1100.
Preferred solution: Full refund.
Therma Tru Pros: Fairly price, Wide variety of style.
Therma Tru Cons: Quality, Warrenty.