Urban Doors — Local services in Tustin

I bought custom dual doors from Urban Doors last January 2024. After they finished making the doors in March, I called one of their recommended installers to pick-up and install the doors. By December (9mo after install), there were long vertical cracks on both doors. I emailed their warranty dept and they denied my claim. This was their response:

"After careful review of your warranty claim, we regret to inform you that your unit cannot be replaced under our warranty as it does not fall under our warranty guidelines.

Based on the images that were submitted with the warranty claim, it is evident that the unit is not properly protected against weather elements. Our warranty states, “All doors must have adequate protection against direct sunlight, rain, wind, abnormal heat, and sudden change in temperature. Overhang must be located directly above the door. For doors facing North, East, or West, the minimum standard requirement for a 6’8’’ door is 4’0’’ of overhang (projected out to the front and to each side of the door)”.

None of this was ever written on their invoice. How would they know how deep my overhang is without coming over to my house and inspecting themselves. They can tell just by looking at pictures?

Seems like their just making stuff up as they see fit in order to not be responsible for their inferior quality doors. The door I replaced was the original door that came with the house when it was built in 1997. That door lasted over 27 years. This door lasted 9 months. If I knew this door would only last less than a year, I wouldn't have spent over $2000. I would have just kept the...

We recently purchased a custom front door, and from start to finish, our experience was outstanding. I do have to mention that this is largely thanks to Gene. He went above and beyond in every step of the process. There is also a very nice secretary (I don't know her name, but she is always so attentive) was also very helpful and timely with anything we needed.

Gene is incredibly knowledgeable, super patient, was always willing to answer questions and walk us through the details. Anytime we ran into the inevitable questions and hiccups that come with construction, he handled them quickly and professionally, which made what could have been stressful situations feel seamless. He was attentive, responsive and genuinely cared about making sure we were happy with the final result.

What stood out was how approachable and friendly Gene, the secretary in the front lobby and the rest of the team at Urban Doors was. They treated us like valued customers, not just another sale. From helping us select the right door and stain, to addressing warranty questions after the fact, Gene followed through and ensured everything was taken care of.

The door itself looks fantastic (seriously, I love it) and it has elevated the entire front of our home. Just as important, the service we received gave us peace of mind. If you're considering a custom door, I can't recommend Gene and the rest of his team over at Urban Doors in Tustin enough. They made the whole process easy, reassuring and even enjoyable. I wish I could give them more than 5 stars. :) Thank you guys!...

Purchased a door on 12/28/24 (about two weeks before install). I needed a slab because the opening is not a standard size (house built in 1953). I built a custom size jamb out of solid white oak to match a veneer white oak door I purchased from Urban Doors.

Prepped the door last Saturday (1/11/25) and got the new jamb built and hung the door on Sunday (1/12/25). I was planning to leave it in place to finish it up next weekend (still need to install the threshold and drill the locks, and stain and seal it, etc.). The wood veneer on the door started to splinter, crack and separate by Tuesday (1/14/25). This door didn't last even a week.

I reached out to the store and called the office on Wednesday 1/15/25. They sent me a form to fill out and send in, and I did that immediately as I have to finish my front door ASAP, but I've heard nothing since. If and when I get through on the phone, they tell me they will call me back in an hour to discuss the warranty. Still no response from anyone that has answers.

I know its only been a day since I sent in my warranty claim form, but it seems like you could pick up the phone to answer some questions. I've called multiple times, emailed multiple times and still no answers.

They do not seem to stand by their product and honor any sort of warranty.

Im already out an entire weekend of work and a new door.

This was such a waste trusting this company and their product. It looked great in the warehouse, but just completely deteriorated in less than a week. What a piece of junk.

DO NOT BUY...