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:12/08/2023

  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 purchased a Larson storm door with blinds between two panes of glass, Registration number ****************** from *** ****** ****** in my hometown. The skilled installer from the business worked for several hours to get the door to fit the 32” opening. We have paid for a carpenter to repair/replace the closer a few times, which involved drilling new holes in the wood frame around the door. I can live with that. A few months ago, lots of condensation developed between the panes of glass. The water will drip down the blinds to the bottom metal inside the glass, but the condensation remains. The Larson Customer Helpline will never answer, so I filled out a form on their website and uploaded pictures of the fogged over glass. I received an email telling me to run off a form and complete information, which I did. However, they want me to remove the glass insert to measure it tip to tip. It’s December in Missouri, and I’m sure I couldn’t get the glass insert back in if I can get it out. I would like them to replace the glass/blinds insert.

  Business Response

  Date: 12/08/2023

  Larson has been in contact with Ms. ****** to discuss warranty coverage on December 8, 2023. We believe the matter to be resolved. 

  Customer Answer

  Date: 12/08/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Larson offered $50 credit if I bought another one of their doors.  The original door frame is in good condition.  The full view glass is defective.  The double pane glass should not leak and allow condensation to form. At times the blinds get out of line when they are moved up or down, which must be the result of drops of water resting on them. I have a wonderful view out the door that now looks like a giant gray cloudy blob.  Larson does not manufacture this door anymore and the rep told me she was not aware of any problems with the glass in the door, which is hard to believe.  I am hoping they stand by their workmanship and replace the glass insert.

  Model 400-17  Registration ******************

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

• Initial Complaint

  Date:10/12/2023

  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.

  I purchased a Larson door and handle from my local *****. Purchase Order ********* dated 11/16/23 in the amount of $532.33
  From the very beginning, this door has not worked as it should. I contacted ***** (as they installed the door) and the tech upon revisiting did fix one of the two issue but also advised me issue #2 (the door not locking in the open position) was not an installation issue. This made sense to me and, I agreed with him. Upon contacting Larson customer support via phone I described the issue of the door not locking in the open position. They sent me a replacement part for self installation. Not the best answer but acceptable. I received the part and installed it per the accompanying instructions. This made no difference and the door continued to have the issue. Once again I contacted Larson customer support and was told they would send me some parts to fix the issue. I did not realize at the time but they were talking about the exact same part I received and installed previously. I perform another part replacement.
  By now it is September and the warranty expires in two months. I contact customer support yet again, this time via chat. I speak with Mel who simply offers to send a third set of the same part which had been replaced twice already. I suggest that will not fix the issue and that they send someone to repair the door since it is still under warranty. Mel advised me that they (Larson) do not have nor do they send technicians out to fix doors. They simply send the consumer (a layman) the new parts. I found this unacceptable since part of the very definition of warranty is a written guarantee of the integrity of a product and the maker’s responsibility for the repair.
  October. I contact Larson customer support again, my intention this time is to obtain an RMA for the door or for someone to fix it. I happen to get Mel again who advised me that Larson does not issue RMAs.
  I come to you (BBB) for assistance in a resolution.

  Business Response

  Date: 10/12/2023

  A
  mutual agreement between *** *** ****** and Larson Manufacturing has been
  accepted as of October 12, 2023.  If you have any other questions or concerns, please
  call us at *************

• Initial Complaint

  Date:10/10/2023

  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.

  I have purchased a Larson Platinum storm door from Lowe’s in Dover Delaware. The door has worked great for an just one day it started slamming shut. So hard that you think the glass is going to break. I have done all the adjustments to the door as stated in trouble shooting. It last for about a day and slams again. These closure are Larsons newest door and they are rated 1 star and many complaints all the same. Working fine and all of a sudden start slamming. One c/s rep. Stated it sounds defective do to the pressure if the closing mechanism. These storm doors cost 587.00 per door. Not cheap price but defective quality. I have all necessary information on my purchase that they need. Live chat is telling me u to I do all adjustments that I have already tried now stating the wind may have caused the problem huh!!! Me and hundreds of other people too! No it’s a defect in the closure on the door they must stand behind.

  Business Response

  Date: 10/10/2023

  Larson has reached out to *** ******* ******* by phone and email and is waiting their response. 

• Initial Complaint

  Date:06/28/2023

  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.

  The item replacement part that was sent to me is different than the original part. It does not fit or work and they knew it but sent me the part anyway. I believe that since they knowingly sent me a part that will not work, they should cover the return shipping costs that i incurred of $21.45 as well as refunding me for the wrong part which cost $33.70.
  I don't like to file a complaint but feel that I have no other recourse. If they had told me originally that the part is discontinued or might not fit, I would not have ordered this part.
  I have pictures to show the difference and can provide more picture documentation showing that the part does not work.
  Thank you

  Business Response

  Date: 07/13/2023

  Larson has reached out to Mr. ***** ******* and are working through a resolution. 

  Customer Answer

  Date: 07/14/2023

  
  
  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:05/22/2023

  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 bought 2 Larsen Platinum RS doors from ****** and they installed them a little over a year ago. We have been very satisfied with them until today. Recently, a stone that was accidentally thrown from a weed whacker shattered the lower glass pane on my front door. When I contacted Larsen today in an online chat, the only solution they offered was for me to buy a new door. Unbelievable! * ** * ********** ******* ********* ***** ** * **** ** *** ****** ** ********** ** ************** *** ******** ** *** **** **** ** ***** *** ** **** ** ******* ** **** ** ********* ************* *** ************ ** ***** ****** * ************* * **** **** ********* ****** *** ************ **** ** ** ******* *** ******** ** ** *********** I have never seen a door that cost this much that was not repairable. Had I known that fact at purchase time, I would not have bought Larsen.
  The door numbers are: ************* Manu********** I understand that glass is usually excluded from warranty, but I expected that a door this expensive should be reparable, either by the manufacturer or a regional representative. Interestingly, the ****** where I purchased it said they do not service it, nor could they recommend a local repairer. Thanks for your consideration.

  Business Response

  Date: 06/06/2023

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

• Initial Complaint

  Date:05/16/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 storm door from a local lumber yard on April 12. I was given a rebate form to mail in for a $** rebate. I mailed the form on May 8. It was sent back because the p.o. box in ** **** has been closed.
  
  I contacted customer service. They told me the address has changed, and I can just send the returned envelope to another address, this time in *********. No explanation as to what happened, or why the new address is more likely to work than the old one.
  
  I stopped at my retailer, and the rebate forms they are handing out still tell customers to send rebate forms to ** ****, so you still are sending customers on a wild goose chase.

• Initial Complaint

  Date:04/21/2023

  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 purchased a Larson Door ******************* model door at ****** **** *********** a few years ago. This is a costly high end screen door. The hidden door closer (model #**) has failed and the door now binds and will not close on it's own. This is an expensive door and this part should last longer than that.

  Business Response

  Date: 04/25/2023

  A
  mutual agreement between Mr. John **** and Larson Manufacturing has been
  accepted as of April 25, 2023.  If you have any other questions or concerns, please
  call us at ************.

• Initial Complaint

  Date:04/20/2023

  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.

  Installed new Platinum model. Transition threshold plate will not stay in place causing a tripping hazard. Tried to call for problem fix. Can't get through with a call or a chat. Stuck with a design problem.

  Business Response

  Date: 05/02/2023

  A mutual agreement between Mr. Charles ******* and
  Larson Manufacturing has been accepted as of May 2, 2023.  If you have any
  other questions or concerns, please call us at ************.

  Customer Answer

  Date: 05/03/2023

  
  
  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,
  
  
  
  Charles *******

• Initial Complaint

  Date:04/18/2023

  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.

  On March 21, 2023, I ordered from Larson’s website an XL Built-in Pet Door for $****** (including $***** in taxes). On March 30, I received an email from Larson that my order had shipped. My Order # is *******; my tracking number is *********.
  
  Two weeks after receiving the shipping notice, I still have not received the door, and it is absolutely impossible to contact the company. When I call them at **************, I always get a recording apologizing for being unable to take my call. Their chat option is equally unavailable, and they do not provide an email address.

  Business Response

  Date: 04/18/2023

  Larson has reached out to Mr. Ken **** by phone
  and email explaining, Mr. ****** order was delivered today, April 18 at 1:08 pm.

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:
  
  
  Thank you for motivating Larson to communicate with me. I (finally) received the door today and am having it installed tomorrow. 
  
  
  
  Sincerely,
  
  
  
  Ken ****

• Initial Complaint

  Date:03/29/2023

  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.

  We bought a ********* security screen door and have been trying to contact to have the small hole in it replaced or a kit sent to us. I have mailed them twice the warranty form and they never call and say they didnt receive it. Then i called their customer service three times and after a 30 minute wait was disconnected! When called back they said i would have to take the door off and return it, then they said it was past the year warranty and it is now because i have been trying to contact them for months! I get an email today that they will not cover the small hole. I do not expect a whole new door but a little latitude from them and maybe a repair kit would have been helpsul considering i have purchased three of their products. This was received with a hole in it and i could not take the security door off to take back as it was bolted to door, or however they put it on. It is sad the customer service and non caring I got from them after being hung up on after waiting 30 minutes (screenshot proof of this) and a basic "we dont care attitude". When THEY caused me to be out of the year warranty trying to contact and mail the warranty forms to no avail.

  Business Response

  Date: 03/30/2023

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

  Customer Answer

  Date: 03/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We called immediately when we got this email and left a message for whomever has this number and they never called back. 
  
  Sincerely,
  
  
  
  Melissa *****

  Business Response

  Date: 03/31/2023

  We reached out to Mr. ***** at 10:02 this morning, he did not have time to discuss the product and indicated he will return our call at his convenience.  

  Customer Answer

  Date: 04/03/2023

  This is NOT TRUE. They had called my husband and they told him they would send a patch kit to us to try to repair the screen. Now they are saying my husband said he didnt have time to talk is **. This needs to be rectified. This company is **** ** **** and false information.

  Business Response

  Date: 04/05/2023

  Larson was in contact with Mr. ***** at 4:36 pm on March 31 and came to an agreement to send parts to repair the screen. 

  Customer Answer

  Date: 04/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they sent me a small square piece and I need a full piece for the whole door or it is no longer a security screen. If you could send me one solid pics I can install myself. I will not have a square that simply covers the home and secure it with what?
  
  
  
  Sincerely,
  
  
  
  Melissa *****

  Business Response

  Date: 04/14/2023

  Larson reached out to Mr. ***** this afternoon, April 14 and we are working to resolve this. 

  Customer Answer

  Date: 04/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we called you and we’re told you would send us the whole sheet to repair the door ourselves. We have to buy the river gun etc to fix this issue which seems ludicrous to me but are waiting  for the delivery of the whole sheet of security screen not the five inch square you sent. 
  
  
  
  Sincerely,
  
  
  
  Melissa *****

  Business Response

  Date: 04/19/2023

  Larson spoke with Mr. ***** on April 14 and discussed a
  couple of options, he opted for the full sheet of steel screen, and he would
  rivet it to the door. We are waiting for the requested dimensions from Mr.
  ***** in order to fill the order.