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:01/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  We ordered 16 doors from ETO doors. We had one door damaged, which they STILL have not sent a new one. We also had to hire a contractor to fix the strike plates on EACH door so the doors would fit. ETO Doors admitted they were at fault for the issues. However, they have been silent and will not get back to us on refunding our money nor have they sent any new product.we want a new door and to be refunded the full amount of money we have had to spend to fix their mistake.

  Business Response

  Date: 01/20/2025

  ETO Doors has emailed the customer, but has not received a response. We are waiting on the customer.

  1. 1 door damaged: ETO agreed to replace free of charge. 

  2. 16 strike repairs: The Customer sent us an outrageous invoice for repairing the strikes after the doors were installed. If there was an issue with the strikes, the customer should have informed us of the issue and allow us to inspect/repair the issue as needed. The customer cannot email us an outrageous invoice amount and expect us to refund him after the fact. Each repair would take less than 10 minutes....ETO offered $300 for the strike repairs. 

  Thank you, 

  ******

   

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22793760
  
  I am rejecting this response because:

  
  ****** is lying, I responded to them on 1/3/2025. They have not reached out to me since then. In my email to ****** on 1/3/2025, I rejected their offer of $300 when it cost us $950. ETO doors should be fully responsible for their mess up. Also, she has not updated me on when I would get my door replacement. We also have not received our refund for the incorrect glass they sent. I have an email from ****** stating we would receive $200 for that, it has not come. Furthermore, we requested that ETO doors be responsible for the staining of the new door which would be $150. 
  

  They have NOT responded to my email on 1/3/2025. I have all email communication to show that and that ****** is lying. 
  

  i am happy to provide any and ALL emails to prove this. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/22/2025

  I have tried to call the customer multiple times to discuss. The customer is refusing to speak to me. Please have the customer return my calls. Over the past week, I called over 5 times, leaving messages with no responses. This is the email I sent the customer yesterday. 

  "Per our last email we will be replacing the door that had the bubble on the veneer, and the $200 for the glass. Regarding the strike prep, we should have been notified once you got a quote for the strike prep and before you had them fixed. We are willing to issue $500, as we stated before we could have resolved it had we been told before you fixed them."

  ******- ETO Doors. 

   

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22793760
  
  I am rejecting this response because:
  
  ****** has called me ONCE and it was on 1/20/2025 at 4:06pm PST. I refuse to speak on the phone because she has a history of changing stories and I want all communication in writing. It has been MONTHS and we still have no new door, no refund for the improper glass, no refund for the painting and no reimbursement for the $950 we had to spend because of their error. We should NOT be financially responsible for THEIR error. They have known of all of these issues for over TWO months and have done NOTHING to reimburse us. 
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22793760
  
  I am rejecting this response because:

  ****** has called me ONCE and it was on 1/20/2025 at 4:06pm PST. I refuse to speak on the phone because she has a history of changing stories and I want all communication in writing. It has been MONTHS and we still have no new door, no refund for the improper glass, no refund for the painting and no reimbursement for the $950 we had to spend because of their error. We should NOT be financially responsible for THEIR error. They have known of all of these issues for over TWO months and have done NOTHING to reimburse us. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/22/2025

  ***, in writing emailed the customer requesting to see the proof of payment the customer claims he paid for the strike repair. The customer is refusing to provide it. The amount paid to the contractor was an exorbitant amount. It was not approved by *** and only sent to us after the work was completed. *** should have had a chance to repair any potential issues. The customer's refusal to send over the payment to the contractor makes the invoice for repairs even more suspicious. 

• Initial Complaint

  Date:12/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  On September 6th my husband and I placed an online sales order with ETO doors for a "right-hand" in swing exterior prehung door. A couple weeks later, we were contacted by ******, an estimator for the company to go over details like hardware finish and things. At that time the question of the way the door opens came into question. With my husband on the phone with her, he explained he was " outside the house, handle on the left and the door opens in". We were told by ****** we needed a " left-hand inswing". So this is what was ordered. Now the door is delivered and we find it's opposite of what we need. We made attempts to contact ETO Doors and were finally told to file an online claim. After much difficulty to even find the claim form, that was done. We never received a response until we continued to contact them. They asked to schedule a phone consultation with us and we agreed. There was no call at that time. So later we started to call them. With some difficulty we finally talked to a manager "******". Both her and ****** confirmed that our online order of Septemer 6th, was the correct "Right-hand" inswing but that later it was changed. And since we signed the contract to produce the door, we were stuck paying for it with no recourse. This is beyond incredible. We ordered correctly and that was changed by THEIR employee.And their position is "oh well, you signed the agreement so too bad, we can't help you". We wanted to work through this with them to resolve the issue. We no longer want to, we only want a refund. We would find it very difficult to work with any company with such low moral standards. We appreciate your help and assistance.

  Business Response

  Date: 12/20/2024

  ETO Doors produces our orders off signed paperwork. The online order configurator includes images that clearly depict how the doors swing. The customer requested to update the swing after the order was placed and I did so. The handle was never discussed. I have been working at ETO for 17 years and I know how to hand doors. As a gesture of goodwill, I would like to offer a compromise: we can ship you a new door of the same size and style at our cost (our true cost of materials will need to be paid for by the customer). We will also share in the shipping costs. The customer can also keep the existing door. Please contact me if that works. Thank you.  ******- ETO Doors. 

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22699154
  
  I am rejecting this response because:

  ETO doors states that we should know what the swing on the door is due to an "online order configurator" that shows the correct swing. They are correct in this. That is what we used when we placed our original online order. That original order was correct. 

  Sadly that is where their response falls apart. ****** states that "the customer requested to update the swing after the order was placed". 

  This would indicate we contacted them. Actually,  ETO doors, ******,  contacted us. Phone records would show an "incoming" call from Eto doors. ****** contacted us to discuss the type of metal and other items to be used in the hardware. ****** brought up the swing, and after discussion and on ******** advice, the swing was changed. 

  I ask again,  why would we place the correct order, then change it to an incorrect order? 

  In our ignorance,  we had no idea that during our conversation with her that we should be online confirming her information. We THOUGHT she knew what she was talking about.

  We cannot except Eto doors offer of a compromise.  They suggest they make us a new door with us paying the " true" cost of materials. After the original conversation with their manager and seeing ******** response,  we feel that " truth" is obviously not a company or employee practice. At this point it would only be throwing good money after bad. We have no intention of being ripped off and lied to again. 

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/02/2025

  Again, I would like to offer a compromise: we can ship you a new door of the same size and style at our cost (our true cost of materials will need to be paid for by the customer). We will also share in the shipping costs. We are willing to cover a portion of the cost of a new door and a portion of the cost of shipping and the customer can keep the existing door on an order where ETO did nothing wrong. If the customer is not satisfied with this, there is not much more we can do. We produced the order off the details from the signed paperwork

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22699154
  
  I am rejecting this response because: As stated. We ordered correctly.  THEY contacted us and on THEIR advice we made the change to the door swing. 

  This business is not professional and is far from trustworthy. 

  We feel we would be fools to send them another dollar. 

  They should be ashamed. But for that they would need good ethics. 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/25/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On December 4th *** charged my credit card for three fire rated doors that we were purchasing. The estimate was 4-8 weeks for delivery. I checked back in on February 27th after no correspondence. The conversations after this can be summarized as: they were having trouble with their vendor, then they switched vendors, then the wrong frames arrived. The company is not calling me back and I still don't have my doors. They have my money but won't communicate what is happening. No return calls from the company after leaving messages 03/21 and 03/22.

  Business Response

  Date: 03/26/2024

  ETO Doors has spoken to the customer and provided the customer a shipping date for the order that is satisfactory for the customer. 

  Thank you, 

  Tal

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21482822
  
  I am rejecting this response because:

  ETO has NOT provided me with a shipping date, nor have they given me tracking information or the company shipping my doors. I have called them three times today 3.26.24 unsuccessfully and have sent an email and have left frustrated as no one has answered my call or email.

  The sales representative called me yesterday 3.25.24 and said the doors were still in production and that possibly they would would be ready for inspection tomorrow 3.26.24. That was all that was provided to me, that possibly this horrible ordeal might be over but no one has called me back or provided me with anything in writing saying the doors are being shipped and giving me the tracking information.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/07/2024

  The customer's complaint was ************ is not calling me back and I still don't have my doors. They have my money but won't communicate what is happening. No return calls from the company after leaving messages 03/21 and 03/22."

  The customer was contacted multiple times by both phone and email. The customer was provided tracking information for his order. Which ones of the customer's concerns were not resolved? 

   

  Thank you

  ETO Doors Team.

  ************

  Customer Answer

  Date: 04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We have ordered four exterior double doors and a single exterior door as well as a few interior doors with ETO. They were delivered by ETO and were in acceptable confirm. At the time of delivery. Less than four months later most of the exterior doors started cracking and exposing glue where the small frame surrounding the glass meets the rest of the wood paneling. I called and spoke to a few reps, asked to speak to a a manger. Ended up getting a useless link for a warranty complaint. Sent pics in that were again not acceptable to ETO who requested more pictures as well as info as to what paint was used to finish these doors. It became clear that *** had no interest in handling a refund for the damaged doors as requested but wanted to blame to splitting doors on the paint used, which was interior ******************************* paint, that has absolutely nothing to do with the manufacturers defect that repeats itself on almost all doors. I have requested in writing and also via phone their insurance or binding info which was never provided. It seems that legal steps need to be taken to get this resolved

  Business Response

  Date: 12/14/2023

  ETO Doors has been in contact with this client. ETO Doors believes the defects were caused by the customer. In good faith, *** offered to pick up the doors and repair them at no cost. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20967872
  
  I am rejecting this response because I have spent **** dollars to install these doors that ended up being defective and would *********** do that again after ETO repairs the doors. While in the meantime I would have no doors in the property. Apart from that we dont want to do business with the company. ****** has agreed That they made a mistake and have glued only one side of the moldings on all doors, thats why they are coming apart. A reputable company wont even cut corners like this on nine doors to save on glue and have the customer pay the price again for reinstalling the repaired product. We want a refund and its been expressed quite clearly to ****** already. No repairs and no pick up of the defective items. At a total of ***** dollars between the doors paid to ETO and the installation I dont think it is reasonable to impose any further costs or inconvenience on the customer who only 3 months down the line has now doors that are falling apart. The company is NOT to be trusted and issues would happen again and again looking at the quality and craftsmanship they have provided as well as the hundreds of one star reviews online and complaints with bbb

  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/13/2024

  ETO Doors has reached out to the customer via email and phone, but the customer has yet provided a clear picture to clarify the issue. The photo sent does not show any issues. 

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On February 20, 2023 I purchased 14 doors from ETO, and paid $10,614. I was promised a six week delivery, but the doors didnt even ship for 8 weeks and then took another 6 weeks to be delivered (from *********** to *******). When the doors arrived, an entire pallet was missing, several doors were incorrect, and one was broken. After some back and forth with ***, they agreed to replace the missing doors, were a little wishy washy on the broken door, and refused to acknowledge the incorrect doors. All told, we were expecting a shipment of 5 replacement doors plus an additional door we purchased at the same time. After another lengthy wait and another lengthy freight period, the doors arrivedbut only 4 of the six! The business has refused to respond to several attempts to resolve the situation.

  Business Response

  Date: 09/29/2023

  ETO Doors is in contact with the customer and handling his claim. 

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Date of transaction was 9/22/22 Amount of purchase: $1,421.32 I bought a pre-hung door which is a slab door that is already attached by hinges to a three-sided doorframe. It is sold by the manufacturer as a complete package and "ready to go. This door however had very sharp screws protruding from the frame so it would not fit into the doorway. This is extremely dangerous to the consumer. Moreover, because it was delivered with the incorrect size screws, the contractor had to use an angle grinder to grind off all of the protruding screws which took a lot of extra work. This is not what I paid for and was falsely advertised. When I spoke to the manager she advised they received several calls from concerned customers regarding this issue, but that they are unable to provide the doors with the correct size screws. If their manufacturer is not competent enough to use the correct size screws, they should include a warning to consumers so they are aware they are not truly pre-hung doors and will require extra work. The manager did not return my follow up phone calls regarding the matter to find a resolution. They gave me a small credit due to poor customer service, but did nothing for providing doors with the wrong size screws.

  Business Response

  Date: 05/13/2024

  ETO Doors has contacted the customer and explained the long screws used are screws that we use on every order and are industry standard screws. ETO Doors provided the customer a discount in good faith to alleviate her concerns and cost for new screws. 

• Initial Complaint

  Date:04/11/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 ordered a plank door custom made. The door arrived damaged. The door was also very low quality with varying wood quality, the planks were split and didn't match colors.

  Business Response

  Date: 05/04/2023

  This ordered was delivered in February. The customer received the door, had an opportunity to inspect the door. The customer then proceeded to stain and install the door and only thereafter contacted ETO Doors to file a complaint. ETO Doors cannot control any work taken on by the client on his end. If the client believed there was an issue with the door, the client should have filed a claim prior to staining and installing the door. 

   

  ETO Doors- Claim's Department

• Initial Complaint

  Date:11/01/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Date of Transaction: Proposal Accepted: May 13, 2022 First Installment Paid: May 13, 2022 (Amount ********* Second Installment Paid: August 4, 2022 (Amount *********** Order Picked Up by (Third Party) Shipper: August 8, 2022 (Partial and incorrect) Order Received by Customer: August 26, 2022
  
  Amount of Money Paid to the Business: *********** This does not include shipping cost I incurred in the amount of **********
  
  What the Business Promised to Deliver: The itemized sales invoice is attached.
  
  Nature of the Dispute:
  * *** delivered the wrong merchandise and refuses to take responsibility for it by providing the correct merchandise and shipping it to me at their expense (I paid for the shipping for merchandise they incorrectly sent - paying again for shipping is patently unfair).
  * *** failed to disclose material information that would have caused me not to place my order in the first place.
  * In spite of numerous written requests, *** has failed to provide garage door parts that are missing (but paid for) from my order.
  
  Business' Efforts to Resolve the Dispute: *** Doors efforts to resolve this dispute have been almost non-existent. More times than not, *** employees do not answer specific written questions. Many times they have not responded to my emails. They have failed on every single occasion to return my phone calls, and they have not even once followed up with me by phone at a previously agreed upon (in writing) time. I have asked - in writing - at least 7 times for someone from management call me about these issues, and that has yet to occur. Management appears to hide behind letting their low-level employees, none of whom are apparently authorized to make decisions that would resolve customer disputes, deal with the customer. This has frustrated every good faith attempt I have made to resolve these disputes. Hiding behind low level employees to deal with a customer who spent over ******* is unethical.