The complaint has been investigated and
resolved to the customer's satisfactionResolved Larson Doors — terrible experience
resolved to the customer's satisfaction
I purchased a custom made $400.00 Larson door seven years ago from The Home Depot in Brooklyn Heights, Ohio. My door developed bubbles at the bottom and soon began to eat through the core of the door. The door had a 10 year warranty on it and the bottom portion ate right through the door, so you could almost see right through it. Larson's warranty was not explanatory and the customer would normally believe that they would receive a complete new door with the warranty Larson Doors has. I was shocked to have found out that Larson Door warranty consisted of the customer having to pay $25 to receive a 'core' only from the door. It would be the customer's responsibility to remove the hardware, Z-bar, handle, windows, screens, etc from the old door and drill holes and place the old hardware into the new core that would arrive by Fed Ex. What a joke that was! I would have had to hire a handy man to drill holes in a new core and who would place old hardware on a new door? It wouldn't be worth the trouble to get the new core.
I found that Larson Doors was extremely difficult to contact. When I called their number, I received a recording saying that they were busy and to go to the online website. When I went to the online website and tried filling out the form, everything was deleted, because there was a problem with their website and I was not able to submit my information, so I had to start all over again.
Larson doors requires a lot of information when filling out their form. The customer must take pictures of their door, the damaged area, the corner of the door where the Larson symbol is, and the outside of their door. Then, the customer must measure the door, but not the complete door. They must present accurate measurements, or they lose, because if the door arrives and the customer did not measure correctly, it's the customer's fault.
Larson Doors makes it hard on the customer on purpose, so the customer gives up and doesn't take advantage of the warranty. I found them to be a big hassle.
I called Home Depot and expressed my feelings on this and how upset I was at the hassle that Larson Doors was giving me. Home Depot said that's why they stopped dealing with Larson Doors. In spite of Home Depot not carrying Larson Doors anymore, Home Depot cared about customer service and before I knew it, they called me, came to visit my home, and placed a new door on my house from Anderson and gave me a whole new warranty. I can't express my thanks enough to Home Depot and to Dan, Frank, and the rest of the crew for handling matters in such a professional and satisfying way. Thumbs up to Brookly Heights, Ohio Home Depot.
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