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:10/15/2024

  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 purchased 2 metal entry doors and 2 Retractable storm doors from ****** in April 2023. In June of this year, (2024) the Retractable screen come out on both sides A week later, the spring broke on the inside, which caused the whole top portion of the glass storm door to drop down to the bottom which left the top section to be totally exposed with no protection I contacted Customer Service and and admitted the product number, and the manufacturer number had been identified there was a Manufacturer defect. They sent out replacement parts, but I had to pay someone a second time to come out and repair the door and install the new parts. The 2nd storm door that I purchased at the same, is now broke for the same issues. I Started calling customer service number again last week, after it broke, Spending hours on hold with absolutely no response from Customer Service I started callingat 7:30 central time. Which is when it says that their phone lines open. The recording as soon as it came on said that the average wait time was 18 minutes for two solid hours. Those minutes started increasing by increments of five minutes after Remaining on hold for over an hour, I requested a call back , Over the course of 3 days & I still have not received a call from any representative. Having only on the doors a year, and both of my doors are already broken. I would never recommend anyone to purchase a Larson door , Due to the quality of the materials of their doors, not to mention how high their prices are. This is the worst Customer Service & definitely does not stand behind their products. The consumer should be your top priority. I would appreciate Someone from the company contact me to get this issue resolved. I paid a total of $700 for 2 storm doors of which are useless.

  Business Response

  Date: 10/17/2024

  A mutual agreement between *** ****** ***** and
  Larson Manufacturing has been accepted as of October 17, 2024.  If you have any
  other questions or concerns, please call us at *************

• Initial Complaint

  Date:10/07/2024

  Type:Billing 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 9-11-24, I ordered a "Retrofit Handle with Decorative Finish and Separate Keyed Lock; Fits Multiple Doors x 1" from Larson Manuf. Co. Later in the day, I received an e-mail from Larson Manuf. Co. indicating that my order was on the way and I could track it via a UPS Tracking number. I've checked UPS tracking at least 5 times since 9-11, and always get the same message: "A UPS label was created on 9-11-24, at 2:17 PM; however UPS doesn't have possession of the package yet. Estimated delivery date will be available as soon as we get the package."
  On 9-25-24, I called Larson Manuf. Co. and was on hold for at least 30 minutes before my call was answered. The Larson Rep. checked my order and did not understand why a UPS label had been printed, but there was no record of UPS picking-up the order. The Larson Rep. indicate that she was placing another order which was being sent to me by UPS EXPRESS and at no charge to me. She stated that I would possible get two orders in the days to follow. Later in the day, I received an e-mail from Larson Manuf Co, confirming my order which indicated a different order number without a UPS tracking number. On 9-28-24, I called Larson Manuf Co and again waited for approximately 30 minutes before someone to answered the phone. The representative was able to see both orders in their system, but was not able to determine why the order(s) was not picked-up, or when I would receive my order. I explained to the Larson representative that I was extremely dissatisfied with the level of service from Larson Manuf Co, and either wanted to receive the product or a refund immediately. The Larson Representative said that someone would call me and let me know that status of my order. As of 10-7-24, I have not received a call nor my order.

  Business Response

  Date: 10/17/2024

  A mutual agreement between *** ***** *** ***** and Larson
  Manufacturing has been accepted as of October 17, 2024.  If you have any other
  questions or concerns, please call us at ************.
  

  Customer Answer

  Date: 10/21/2024

  
  
  Better Business Bureau:
  
  
  A representative from Larson Manufacturing Co. called me regarding complaint ID ********, explained the mix-up with my order, and refunded my money.  This this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ** *****

• Initial Complaint

  Date:10/02/2024

  Type:Billing 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.

  My screen door glass was broken. I ordered a replacement from Larson for $93.28. They sent a kit that has to evidently be put together. I call them repeatedly, there is no response, vm continues to tell u 20 minutes and no response. I am a senior, I don’t know where to get this window assembled and no customer service help! I would like my money returned as it looks like I am going to have to buy a complete new door

  Business Response

  Date: 10/03/2024

  Larson has reached out to *** **** ******** by phone
  and email to find a resolution. We are waiting her response. 

  Customer Answer

  Date: 10/08/2024

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

   

  I found someone to assemble the window.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 10/10/2024

  A
  mutual agreement between *** **** ******** and Larson Manufacturing has been
  accepted as of October 10, 2024.  If you have any other questions or concerns, please
  call us at *************

• Initial Complaint

  Date:09/16/2024

  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.

  Purchased Larson premium storm door from ****** 4 years ago. Door closer assembly seized and was replaced 2 times previously while under warranty, today same issue again door closer seized and Larson told me my door is too old now. With documented history and closer issues for the life of the door they will not stand behind the product and send replacement. Door is stuck open and I don’t feel safe. Looking for assistance.

  Business Response

  Date: 09/18/2024

  A
  mutual agreement between *** ****** ****** and Larson Manufacturing has been
  accepted as of September 18, 2024.  If you have any other questions or concerns, please
  call us at *************

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service 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.

  Profound dissatisfaction with the customer support I have received—or rather, not received—while attempting to resolve issues with my newly purchased and installed defective retractable screen door.
  On September 4th, 2024, I sent an email to ******************** after repeatedly trying to reach someone through your 888 number, which only plays a recording stating that all representatives are currently assisting others. I also tried using the chat feature on ******************* during your listed support hours, yet despite attempting to connect on September 4th and 5th at 1:30 PM Pacific Standard Time (3:30 PM Central Standard Time), the chat feature was unavailable.
  Today, September 12th, 2024, I made another attempt to seek assistance via the chat feature. I was placed in a queue and, after a 20-minute wait, a support agent named ****** finally joined the chat. Initially, I was hopeful that I would finally get some assistance, but my optimism quickly disappeared. Despite my repeated attempts to engage, ****** did not respond to any of my messages. After waiting patiently for 15 minutes while she presumably reviewed the photos and receipt I attached, the chat abruptly notified me that ****** had left the chat. This lack of response and professionalism is frustrating and unacceptable. I have screenshots of the chat window showing the timestamps to document this interaction. After ****** left, the chat window assured me that another agent would be available shortly, but the chat eventually went offline without any further assistance. Given the extensive time and effort I’ve already invested in trying to resolve this matter, I am incredibly disappointed with this experience.

  Business Response

  Date: 09/18/2024

  Larson has reached out to *** **** ********* on September 17, 2024, and have addressed her concerns. 

  Customer Answer

  Date: 09/18/2024

  
  
  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:09/10/2024

  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.

  We special ordered a Larson screen door 8/25/2023. We picked up the order 9/25/2023. On 9/2/2024 the door started not closing. After trying to adjust the closer on the door, we determined the closer had gone bad. There is a 1 year warranty on the closer. We have tried for 7 days now to contact Larson to get them to replace the closer. You are put on hold and no one ever answers. You are given an option to have them call you back when an agent is available but then again no one ever calls
  you back. We have 2 more weeks until the warranty runs out and the broken closer will not be under warranty.

  Business Response

  Date: 09/13/2024

  ****** has reached out to *** **** ****** by phone and email to
  find a resolution. We are waiting her response. 

• Initial Complaint

  Date:09/09/2024

  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.

  I purchased Larson Storm Door Model 346-52. I am having an issue with Screen. I called their Warranty Replacement Phone number several times. Of Course, Business as usual, NO answer. Left Messages in each phone calls, NO RESPONSE. I finally got hold of "Chat line Agent". She sent Video link to rectify the issue, I had described. Unfortunately, it did not help. Finally, I was told to purchased "SCREEN ROLLER". I asked the Agent if this would be replaced under the warranty!, I was told 'NO". I informed to the Agent, this product has Limited Life Time Warranty. The Agent first said It has 1 year Warranty, then 5 year warranty, then Parts has only 1 year warranty. Then Agent said in 2014 Larson Manufacture Started offering only 5 Year Warranty. I become very confused. I explained to the Agent that, I purchased the product in year 2010 and at the time warranty offer for this product was "LIMITED LIFE TIME WARRANTY". I even sent "Warranty Detail revision ******** September 2008 in form of an attachment. Finally, The Agent responded and informed me saying, " I have been with the Company for 20 Years and I know how the Warranty works" & We are done!" & ended the chat.

  Business Response

  Date: 09/12/2024

  
  Larson has reached out to *** ****** ***** by phone and email to
  find a resolution. We are waiting his response. 

• Initial Complaint

  Date:09/07/2024

  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.

  I bought the Larson exterior full view door on 07/21/2019. The door was installed in August, 2019 by a qualified door installer. Within that first year of using the door the rubber door sweep/insulation detached from the door. I have it installed and after a while it comes out again. Also, the bottom door stop screw falls out a lot and is not working properly. So now, at the beginning of this year the rubber has become detached for the 4th or 5th time. Again I called Larson mfg. and again they offered to send me the rubber. This time they went even farther and said they sending me the whole metal part on the bottom of door and another rubber to replace both parts. Due to the extra repair costs, this door has become even more expensive. I have no intentions of hiring someone to replace more parts. I bought the door from ******* in Omaha Nebraska. I will send supporting documents to my complaint by mail when requested.

  Business Response

  Date: 10/02/2024

  Larson has reached out to *** ***** ****** on October 2, 2024, and discussed her
  concerns with the storm door. Larson has offered and shipped the parts the
  customer needs to resolve the issues. 

  Customer Answer

  Date: 10/14/2024

  On October 2, 2024 I received a phone call from ********* ******, Sr. Door Specialist at Larsen Manufacturing Co..  She stated that the warranty does not allow the company to replace my door.  I explained to her that the defect in the door began right after I bought the door in the first year.  The insulation rubber fell out of the door repeatedly after that.  The bottom closer repeatedly broke and the screws fell out.  I received the parts at least five or more times since the door was purchased in year 2019.  I bought four(4) exterior doors from ******* that same day.  At least two(2) of those doors are Larsen.  The same qualified door installer installed them all and I have not had any problem with the other doors.  I paid $319.00 for this full view door and now this door has become much more expensive.  Yes, Larsen Manufacturing has been sending the parts to me to be installed, but I cannot do it myself.  I have to hire a qualified door man to do the installation.  So now, it has been several months ago when the insulation rubber fell out again and not replaced yet.  Once again, Larsen door sent me the whole bottom of the door metal hardware to be replaced, the insulation rubber, and the screws once again.  The employees at the Larsen door company are all in denial that this is a defective door.  They want a door installer to replace the whole bottom of the door, which is the hardware of the door.  I told ********* I will not spend more of my money to hire an installer to repair this door again.  I am cutting my losses now.  I am not satisfied with the responses from Larsen, which has been short of getting a new door.  I am very disappointed with this huge company that my complaints have fallen on deaf ears.  Shame on Larsen Manufacturing and their mishandling of this serious situation.
  
  ***** ******

  Business Response

  Date: 10/15/2024

  While the warranty on the storm
  door provides replacement coverage for parts that may be defective during the
  product’s warranty period, it does not provide coverage for expense the owner
  of the product may incur if they elect to hire someone to complete the
  replacement of the part.  Larson Manufacturing has provided replacements
  for the parts reported as defective, however reporting a defect in a part of
  the door does not equate to the entire door being defective and requiring a
  warranty replacement.   

• Initial Complaint

  Date:08/25/2024

  Type:Service or Repair 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.

  I bought a larson screen door with a hidden door closer. 1.5 later the door closer is broken. I called the phone number for larson 4 times. I left messages and waited on hold for 45 mins each time. I can't find he parts to fix my door. No professional company that obviously doesn't stand behind there product. $1800 for door that broken in a year and Half UGHHH

  Business Response

  Date: 08/28/2024

  A
  mutual agreement between *** ****** ****** and Larson Manufacturing has been
  accepted as of August 28, 2024.  If you have any other questions or concerns, please
  call us at *************

  Customer Answer

  Date: 08/28/2024

  
  
  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:08/18/2024

  Type:Billing 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 purchased a Larson Storm/ Screen door from ***** in S. Attleboro, MA on 07/29/2024 for $476.00. The box was completely sealed. The following day, my contractor installed the door. We checked everything prior to installing the door to make sure it looked ok with the exception of making sure that the screen/ window slid up and down. When the contractor finished installing thee door, we checked the window/ screen and found that it would not go up or down. It appeared that the spring -loaded mechanism that makes the screen retract into the door was broken. I contacted Larson directly and the told me the only options were to have them send me a replacement part and I could have my contractor install it or I could take the defective door off and return it to *****. After watching the video they sent me on replacing the defective part, neither myself nor the contractor were comfortable with doing that. I contacted Larson again and they told me the only option was to return the door. So, I had to purchase another Larson door from *****, have my contractor take the defective door down and install the new one. I returned the defective one to ***** for a credit back to my credit card. But I still had to pay my contractor twice to install the door and also to remove the old one. The extra labor cost for taking the defective door down and installing the new one was $450.00. I feel that Larson should reimburse me for the labor to install the 2nd door. I purchased the door on good faith that they were selling a working door. It is absolutely ridiculous that they have no customer service or service techs in the field to service their defective products.

  Business Response

  Date: 08/21/2024

  
  A
  mutual agreement between *** ******* **** and Larson Manufacturing has been
  accepted as of 8/21/2024.  If you have any other questions or concerns, please
  call us at ************.