We had some internal doors installed for a cool room, very professional service and love the finished product

Terrible customer service and did not supply as quoted. They were recommended by Home base Subiaco so thought I would be pretty safe. The quote gave delivery 4 weeks, required immediate deposit which I paid 28 April. After 3 weeks no contact no phone calls returned. Then an email was answered to say someone would come and measure and that delivery, installation, had gone out from 4 weeks to now 5 to 7 weeks. A couple of days later measurement was done, further payment required and made. More unanswered phone calls and messages. Finally a “likely" installation time about 12 July, 11 weeks after deposit. Called 12 July no answer, call returned 13 July, they suddenly realised that they didn't have some parts, need to be sent from Germany. Finally installed 18 August almost 4 months after order!

After installation I expected to receive warranty and product documentation but all I got was the bill for the final part of payment. On a cold morning I put my hand on the outside glass and compared to the inside, little difference. Not much of a test but it made me suspicious. I email requested warranty and product information. Received the 10 year limited warranty info so again requested product information as I wanted the official U value rating of the door that, incidentally, had no outside handle at all. I received a copy of the order acknowledgement document. It listed the outside handle, nothing about U rating. So, I again questioned, response: the order acknowledgement was a standard document, I was not charged for an outside handle, first I’d heard, a door with no outside handle?? Still no product documentation but in the email the owner, Nathan, said U rating 1.9. Before order placement they had quoted "U rating 1.3 but could be as low as 0.76". The main reason I ordered from Thermaglaze, despite being over 80% higher than the cheapest quote, was they quoted the best, that is lowest, U rating. I reminded Nathan of this fact by sending a copy of the email stating U rating. He then sent me a web based performance calculation from Guardian Glass.com, for only the glass part of the door, based on the American NFRC 2010 standard (National Fenestration Rating Council) showing U rating 1.4. Two problems, one, it was for the glass only not the whole door assembly, two, when I plugged the same data into the calculator on the same website the U rating came out as 2.5. (I did note that it was possible to easily “edit" the calculation output report file) Applying the ISO (International Standards Organisation) in the same calculator, U rating came out as 2.6. Since Thermaglaze was recommended by Homebase Subiaco I went and spoke to them, their response, "don't pay until satisfied". Now three weeks since installation communication has ceased, no product documentation, no associated U rating, no external handle, no final payment made and a very unhappy customer!!