Harvey Building Products - Huntingdon Valley

Preface The following is a detailed description of the issues with the four Therma-Tru doors that our contractor ordered from Harvey Building Products in Huntingdon Valley, PA. Included in this summary are the actions/non actions by HBP. Contact with Therma-Tru After the installation of the doors were completed and the issues (described below) were noted I called Therma-Tru customer service department to determine next steps. That call was made on 10/17 and I talked to Fatima. I was told by Therma-Tru that the supplier (HBP) had to be contacted to set up an appointment with an agent to come to our home to look at the doors and open a claim. At that point in time I was under the impression that the agent assigned to the claim was a Therma-Tru employee. Contact with HBP It took two phone calls, one voice message, and three weeks before we made contact with HBP and the agent (Dan Hartnett) assigned to look at the doors and open the claim. Three weeks to respond to a customer issue is two weeks and six days too long. An appointment was made at that time with what I still believed was a Therma-Tru employee. Issue #1 ? Privacy Rating of the Concorde Glass We selected the Concorde glass based on its style and as according to the Therma-Tru web site it had a privacy rating of 8. When the doors were installed we were shocked that border around the glass pane was clear. This was by no means a glass style with a privacy rating of 8. The web site was very deceiving as the pictures we saw of the Concorde glass pattern indicated that the glass was frosted with the exception of the design in the middle of the glass. This was clearly not an 8 and not acceptable for what we thought we were getting and the price we paid. This was the onus of the original call to Therma-Tru and we expected the glass to be replaced with a true privacy 8 style. HBP Response Dan examined the windows and stated without hesitation that the Concorde style was truly not an 8 privacy rating and would be replaced at no cost to us. Issue #2 ? Cracks in the Wood Door Jam I am will try and describe this issue as best as possible. When the door is open there?s wood that is between the internal and external steel panels. The part of the door I am referring to is where the latch and strike plate is located. On several of the doors there are cracks in the wood or whatever material that piece is made of. HBP Response Dan examined the doors and said the wood/material should not have cracks and will be replaced. Issue #3 ? Weather-stripping Protruding from the Windows There are pieces of weather-stripping protruding from the windows. HBP Response Dan said that the contactor should have cut off any excess. Dan did say that when someone came out to fix issue #1 and #2 that the excess would be trimmed at that time. Issue #4 ? Dent in the Doors Two of the doors had dents in them. The front door had two dents on the interior and one exterior. One of the non paneled doors had three dents as well. The dents had to be filled in with putty and sanded by the contractor. HBP Response Dan indicated that the doors should never have been delivered with dents and replaced with doors that were not damaged. Issue #5 ? The Doors Ordered Were Not White and had to be painted The doors we ordered were not white. We specifically ordered white doors. The contractor stated that the doors were ?industrial white? but in reality were primer gray. The doors, to comply with Therma-Tru warranty standards, had to be painted. I called Therma-Tru to verify the painting requirements (exterior latex based paint, half inch mole hair roller, no need to prime) to ensure our warranty would not be voided. I talked to Mindy at Therma-Tru who made the above recommendations and followed the online directions. Unfortunately the Therma-Tru recommendations and guidelines for painting resulted in a textured, not smooth surface. In fact if the Sherwin-Williams dealer had not told me Mindy?s recommendation of a ½ inch mohair roller was for walls the surface would be worse off than it is with the use of a foam smooth roller. HBP Response Dan stated that this issue had to be resolved with the contractor. This and issue number 4 would be nonexistent if HBP supplied the contractor with doors that were white and not damaged. Actions by HBP to Date None! After the revelation that an HBP agent, not a Therma-Tru agent, was sent to look at the doors and open the claim we were certain our issues would be resolved. Dan Hartnett stated that the actions he outlined to fix the problems we noted would be done and we were to expect a call back when someone would come out to remediate. A few days after Dan?s visit and report we received a phone call from Margie at HBP Field Services in NH. Margie indicated that HBP informed our contractor that he had to resolve the issues. After informing Margie that Dan Hartnett definitively stated the issues would be resolved we received a call from Ben at the NH office. Ben told us that he talked to Dan and reiterated what Margie indicated. In sum Ben that what was ordered was delivered. HBP did not only distance itself from the issues at hand, the company is also going back on its claim (handled by Don) and that is fraud. Don reviewed and documented all issues and said they would be fixed by HBP. The deceit and lies from HBP constitute fraud. I have since received an email from Antonino Chiola at HBP stating the following: After reviewing your email, providing you with a proper response to these issues requires that your contractor respond. We have since forwarded your issues to your contractor who has already agreed to call you with an explanation. Thank you for choosing Harvey Building Products, we hope you and your contractor can move forward with resolving your concerns. It?s dumbfounding that HBP has the audacity to thank us for choosing them when they do not take accountability for their products and conduct their business in a fraudulent matter. Actions Underway for HBP · Complaint to be filed with the Eastern Montgomery County (PA) Better Business Bureau · Similar complaints to be filed with the Consumer Protection departments of the PA, NH, and MA Attorney General?s Office · Detailed account of HBP?s fraud and deceit on Angie?s list · Recommendation (complete) to our contractor and colleagues to not use HBP in the future Actions to be done by Therma-Tru Dave Rutherford (Therma-Tru) to schedule an onsite inspection of the doors Therma-Tru to recommend a true 8 privacy window style and replace the windows in the kitchen door All other noted issues to be resolved Do?s Do your research to ensure your contractor does not do business with Harvey Building Products. Do your homework prior to buying any exterior door from Therma-Tru. Do check the privacy rating of any glass component of a door and ensure it?s what you want. Be careful as the privacy rating can change with the size of the glass even though the manufacturer is negligent is ensuring that information is clear and concise to the consumer. Don?ts Don?t use Harvey Building Products ever!