Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a kitchen renovation completed in 2021.My contractor used The Door Maker. Shortly after installation the doors began to delaminate(10 year warranty).The material they use began lifting and peeling. It started on a few door fronts. I contacted my contractor who initiated the warranty process with The Door Marker.(******* *****,).He advised that he filled out the warranty cards and started the process to have the doors/ drawer fronts replaced.After several months i finally did receive the new pieces.Unfortunately, within the next 6 months many more began to delaminate. I reached out to my contractor again who advised that he was in an accident where he broke his back/ neck and could no longer work. He provided me with *******'s phone number and requested i connect with her regarding replacements.I contacted ******* who advised that she would order the replacements. I sent the required replacements & photos of the delaminating product in December 2024.I followed up via telephone in mid Jan after not receiving responses to my emails.I asked if there was an update on my replacements, she told me they would be in early next week.I began removing the broken doors and drawer fronts in my kitchen. After not receiving my order a week later i called back and left voicemail. I attempted to contact her several ***es and began to suspect i was being ignored. I reached out online and finally received a response from a ***** ****** basically saying they were not going to replace the doors.For months they claimed to be replacing them only to deny me months later because the contractor who installed them is not contactable today, although he was in contact with them when this started.I find it to be a breach of their warranty and am extremely sad and disappointed at the way they are choosing to behave and not stand behind their product.I spent thousands replacing my kitchen and am going to need to do so again in the near future if they do not replace the faulty product.

  Business Response

  Date: 29/04/2025

  The Door Maker (TDM) is a Business to Business manufacturer of kitchen cabinet doors.  TDM sold doors to ******* the contractor.  The warranty is only available to the contractor it is not transferable as ******* is to extend its own warranty to the customer.   This person is a customer of ******* NOT a customer of TDM.  TDM never sold to this person and has no record of ANY transaction with this person.  The customer here was told on several occasions to contact ******* to have ******* start and finish the warranty process.   TDM deals with 850 contractors and 1800 Home Hardware Stores it could not possibly allow any of the numerous customers to make warranty claims without the original contractor as the lead on the warranty.  As stated on numerous occasion the person here must get ******* to order the replacement doors through the normal channels of TDM's warranty.   

  Customer Answer

  Date: 30/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because

  Please see below email sent to the door maker by *** ****** from *** ****.  

  I would expect now that *** has reached out that the door maker will do the right thing and replace the faulty product they supplied.  

  To:davida@****************.com;****@***********;******@****************.com
  
  Wed 2025-04-30 8:29 AM
  
  Good Morning *****
  
  This is *** ******, originally from *** **** Inc. 
  
  I have been contacted by ****, a past client of ours, to inform me that a number of his doors/drawer fronts are delaminating.  This matter has been an on going issue since the original installation a number of years ago with several of the doors already having been replaced.  
  
  I am no longer living in the area and have since changed careers due to health issues but would like to request that you deal with this issue directly with ****.  We used your products on many projects over the years without issue and have always been happy with your service.  Could we sort this one out please.  
  
  If you need any further information from me please let me know otherwise please contact **** directly at ****@*******.com.
  
  Best Regards
  
  *** ******
  
  
  
  Sincerely,
  
  
  
  ******* ************