Feldco review: Exterior doors

On May 10, 2025, my wife and I purchased 2 replacement doors from Feldco. We have an older home built in the 1880’s. This is my wife’s home, she was born and raised here and when we moved back to Michigan, we purchased the house from her parents to keep it in the family. When the salesperson came and looked at what she wanted, this was clearly communication Mike Lucas how important this house is to her
Our issues with Feldco are not with the product, the final doors installed were nice. The issues are delays, lack of accountability, non-existent customer communication and nonexistent interpersonal skills.

1. The contract signed with Mike Lucas (Sales) indicated that they are custom doors and would be 4-6 weeks for delivery.
a. This was supposed to be 4-6-weeks (Based on it was a custom order). We were expecting a June 7, 2025 – June 21, 2025, install. The 1st door was installed on September 4, 2025 (117 days or 16weeks 5 days).
b. The second door was finally installed December 15, 2025 (219 days or 31 weeks 2 days).
2. Late in June my wife started calling and emailing the salesperson Mike Lucas and the project manager Drew Bain. Voice mail boxes were full, no response from e-mails, nothing. She called and left messages and inquiries to customer service, no one called back. Finally on August 28, 2025 (110 days or 15 weeks 5 days) Drew the project manager who ignored my wife’s calls and messages called to schedule the install of the doors. Over 9 weeks late no phone calls, no e-mail no text but now he just wants a date to install the doors. We spent $26, 000, it was a lot of money for us and just any update would have put us at ease, but we got nothing for over 9 weeks.
3. I then talked to Drew Bain (The project manager), and this is a part of the follow up email I sent him.
a. When we talked on the phone, and I stated that my wife kept trying to get updates and would get no return calls or information. You indicated you were not sure who she was contacting, like somehow, she was responsible for your organizations lack of follow up and keeping people up to date. Feldco is who we bought the doors from. It is just simple courtesy and follow through. At 4 weeks a quick e-mail or phone call “Hi Lisa this is XX from Feldco just letting you know your door is not ready yet, but I will let you know as soon as it is”. At 6 weeks another follows up. Why would she need to keep asking when and what is going on? Why would no one call her back? He clearly saw no problem being 9 weeks late with zero communication, it was not his problem.
4. On September 4, 2025, the second door was broken at the install. Dew Bain told us “This (The new door) would be expedited, and it would be 3 weeks. There was 8 weeks between the “Expedite” and the actual re-attempt to install. I need to be clear We were upset when the second door was broken but we understood sometime things happen. What was upsetting is again we receive no feedback, no updates from Feldco, even when Lisa tried to Drew Bain or Mike Lucas no one would respond.
5. October 31, 2025 (174 days or 24 weeks 6 days), the installers come to install the second door the second time and no one apparently has told them they were to use the old door? Another communication issue, 1st with us now with the installer. I took the day off just so I could be there if anything went wrong, and I am glad I did. The installers agreed to come back Saturday November 1, 2025, and bring the other door. They show up, take out our old door only to find the “New Door frame” is trapezoid, over 2 inches different from the top to bottom in width and 3.5 inches short height wise. We have an older home, and we had to agree to remove the interior door trim and put it back on as Feldco would not be responsible for damaging the trim. So, the door had to be correct for the trim to fit properly, at 3.5 inches short the trim will not fit. Feldco came out two times to measure the opening prior to signing the agreement on May 10, 2025, how could they get this wrong.
6. The Contracted installer Shawn Tolley (Great group of guys) could not put our old door back in. They did get some OSB and close the opening but now we are looking at snow (In Michigan) that week. The contractors did come Wednesday November 5, 2025, and add some insulation and close the opening up better. This seems an afterthought more than proactive.
7. On November 4, 2025, I did speak with Drew Bain the project manager about the lack of communication, the errors, and how upset my wife was. His first response was they could not control the factory, (Yet the sales guy Mike Lucas indicated that is exactly why to do business with them) “They have direct contact with the factory”. I stressed the lack of communication and updates through the whole process to him and how upset my wife was. He said he understood and was asking his boss for a discount due to all the issue and sent me a text indicating he was asking for 20% which he indicated would be about $2,000. I responded to him trying to understand the number as $2,000 was not 20% of $26,000. He responded December 8, 2025 (Over 1 month later) indicating we would discuss it after the final door was installed and there were no further issues.
8. The final door was installed December 15, 2025 (219 days or 31 weeks and 2 days). The contract installers Shawn Tolley did a great job while there were issues with our plaster and lath falling out due to the multiple in and out of the door and temporary closure this was not their fault. I then talked with Drew Bain the project manager again who informed me they would be giving us a 5% discount for the delays and issues. When asked how we went from 20% to 5% he said, “You were never going to get thousands of dollars off this install that was just not realistic”. Trying to make is sound like somehow, we were to blame for the lack of communication, delays, and manufacturing errors. He gladly offered me his bosses e-mail but the very tone of it told me Feldco could care less about the customer or their experience once the contract was signed. Drew Dain (Project Manager) and Mike Lucas (Salesperson) are the people trained by Feldco and represent Feldco. I just wanted to share my experience with them so everyone else will know while the final product is OK the project management, communication, and overall experience with Feldco is less than poor. We have two other doors to do prior to finishing the downstairs and would not recommend or use Feldco for anything again.