- Report: #493687
Complaint Review: Therma-Tru Doors - Maumee Ohio
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Therma-Tru Doors
1750 Indian Wood Circle Maumee, 43537 Ohio, United States of America
Phone:
8008437628
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Therma-Tru Doors Crystalline Glue Chip glass design displayed in catalog and website is poor respresentation of actual product. Company disagrees and won't exchange product or offer a refund. Take a look!! Maumee, Ohio
I am in the process of replacing my front door unit (door, sidelights, and transom). My contractor handed me a Therma-Tru catalog to make the selections. After studying several models and glass designs both in the catalog and online (to cross reference), my wife and I decided to purchase a Classic-Craft door (CC58) with the Cambridge Glass. When the product was delivered, the largest part of the glass design...called "crystalline glue chip", looked nothing like the picture in the catalog or online. The catalog features a dense "double glue chip" crushed glass looking design while the actual product design was very spaced out and looked like vines/leaves. I asked a dozen or so individuals (to get an unbiased opinion)...and they all thought I must have recieved the wrong type of glass...it was that obvious! Even my contractor agreed that the catalog picture was an extremely poor representation of the actual product. After several conversations with Therma-Tru's Senior Customer Care Agent, Michael Molnar, he basically said that the "Marketing" department believes the picture matches the product and no refund or glass replacement would be offered. He also stated that this is a rare complaint. My impression of this company is that they don't care about the end user (homeowner) and since this is not a common complaint...they could care less. Shame on Therma-Tru...especially the marketing dept! And shame on Mike Molnar for not caring for his customers!! Isn't that his job title?? I believe they should enhance the picture online and in the catalog...or modify the disclosure to include "design my vary"..not just the current disclosure stating "color may vary". Below you will find 2 links: the first is to an online picture of what they call "crystalline glue chip". the second is a link to kodakgallery.com to view 2 pictures that I took of the actual "crystalline glue chip" design on one of my sidelights. Sorry if you have to retype the link in the address field... it's worth it!! You have to see for yourself why I am so upset and feel Therma-Tru should admit to their product misrepresentation.
http://www.thermatru.com/products/glassdetail/cd/index.aspx
http://www.kodakgallery.com/ShareLanding.action?c=wakghq7.6ixgfwun&x=0&y=9ap130&localeid=en_US
1 Updates & Rebuttals
Erik
Avon,Ohio,
USA
Therma-Tru has stepped up to the plate!
#2Author of original report
Sun, November 22, 2009
Approximately 2 weeks after I filed the report, a Therma-Tru rep called and said they would replace my door. Kudos to them. The door is now installed and looks terrific. Not sure if they read my report but regardless, they did the right thing. I recommend Therma-Tru doors but highly recommend you see the actual door or example of glass type in person ..NOT IN PRINT OR ONLINE.. before purchasing.
