ComplaintsforProVia

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a Spectrum Series Storm Door - Model 291 Full View installed in the Fall of 2023. The door worked great for the first few months. However, in the Spring of 2024 the door began to sag, going from working fine one day to requiring a significant effort to get the door to latch the next day. Due to the door not latching properly, the door swung open and was pushed by the wind, bending the bottom pull bar. This occurred in the middle of a clear day. After contacting the dealer/installer (*****) they sent out a technician who took pictures and made note of how the window frame of the storm door was no longer parallel with the interior glass. We were told that the sagging door is a defect that should be covered by the warranty. ***** reached out to Provia to make the warranty claim, which was subsequently rejected with the explanation that Provia has never had this problem before and therefore it must not be their fault. This is completely illogical and an obvious attempt to avoid honoring their warranty. We have been trying for weeks now to get this fixed, during which time the upper pull bar began pulling the interior flashing away from the wall, ruining the aluminum flashing and resulting in us having the storm door fully removed to avoid any further damage to the door and our property. I am not being unreasonable in expecting a brand-new door to maintain its shape and continue to latch properly. I received a defective product and Provia should honor their warranty.

  Business response

  05/22/2024

  We apologize for the issues *** ********** is experiencing with his Storm Door. ProVia Storm Door warranty does not cover wind damage, in this situation the wind chain was not attached to the Storm Door at the time of damage.  We do not have record of ***** reaching out to us to discuss the door sag issue prior to this complaint.  We have reached out to ***** to discuss and ProVia will be replacing the Storm Door; ***** will reach out to *** ********** to discuss the install of the replacement Storm Door.   

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had ProVia windows installed by ****** **** ****** in July 2019. In 2020 we noticed some fogginess in the windows and asked a representative from ****** to come out and inspect the windows. The fog or condensation is found in between the window panes. The ****** rep said that the vacuum seal for the windows looked like they were defective. When there is a temperature change (especially in the cold) the fogginess will appear. We have been dealing with ******, *** ****** **., and ProVia to get the window switched to new ones since 2020. ProVia rep per ******* denied the claim saying it is just condensation, but would still want them to install new windows. We remodeled the whole exterior of our home, including siding, doors, and windows.

  Business response

  05/09/2024

  This is a response in reference to the complaint by ******* ******** regarding her windows.  The Account Manager has reached out to ** **** *** *** ****** to schedule a time to do a full evaluation of her windows. If this is found to be product related during the evaluation ProVia will cover the necessary parts under warranty.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date: 1/12/24 to 3/18/24 Paid for a door with out any problems $5,300 Nature of complaint: door defective multiple problems 3 attempts were made to fix problem; 1 by installer, 2 Provia rep and installer Order number: ******** Door style and model: Legacy, *************, ***********

  Business response

  04/30/2024

  We apologize for the issues *** ******** is experiencing with his Entry unit.  The ProVia Account Manager is reaching out to *** ******** to reschedule an onsite inspection with an representative from the Distributor to determine if this is install related issues or a manufacturing defect.   

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Got call from regional director saying rep would be out to look at door.   Has not happened
  
  Regards,
  ******* ********

  Rep was supposed to set up meeting to look at problem. Never Happened

  Business response

  05/09/2024

  The ProVia Account Manager is actively trying to coordinate an onsite evaluation of the unit with the contractor. Once he hears back from the contractor a date will be set and further communication will be provided. 
  

  Customer response

  05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Nothing  has been done, as of 5/16/2024, to review the condition of the Provia door which was installed in my house and has the problems I previously documented.

  I believe these problems reflect a defective door.
  Regards,
  
  ******* ********

  Business response

  05/23/2024

  ProVia representatives have been trying to coordinate an onsite inspection with the Contractor and this has been scheduled for Friday May 24th. ProVia representatives have communicated this with *** *********  The importance of needing the Contractor present is to validate accurately if the problem is product or install related. Solution for final resolution can be made when all parties are present for the inspection.
  

  Customer response

  05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  ******* ********

  Customer response

  05/31/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  The Provia rep and the president of the installing company met at my house on 5/31.   The rep took multiple measurements and after several conversations the rep agreed to resolve this issue by replacing the entire door unit and the same installing company will install the new unit.  We are happy that Provia stood behind its product and resolved this problem to our satisfaction.
  
  ****** *** **** ******* ******* ********

   

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we have a purchased a house in July of 2022, there were two sliding patio doors and one 3-piece casement window that was purchased and installed by previous owner in 2020 and 2018 respectively. in summer of 2022, i noticed separation and water leakage around the casement window, i contacted the installer and got the Provia account manager involved. they came and inspected and deemed defect to be within manufacturing tolerances. fast forward 1.5 years and the aforementioned window is being replaced with a different brand at our cost. same summer (summer of 2020) i also noticed sliding patio doors catching and trim bowing on the inside of the glass, again contacted installer and the account manager and this time they said they need to see how the patio door reacts to extreme winds. since then, the problem only has gotten worst AND multiple attempts on my side to get the rep to come and see the door during high wind has fallen on deaf ears. today, i was told by Provia that i should only speak to the installer and they can not do anything for me. in short...get any other window and door besides provia, they are inferior quality with subpar costumer service. they do not stand behind their products that was installer less than 4 years ago.

  Business response

  03/28/2024

  This is a response in reference to the complaint filed by *** ********  This house that was purchased in July of 2022 is not the primary residence of the homeowner, *** *******.  Provia’s product warranty only applies to products installed in the primary residence of the consumer. However, Provia will partner will the dealer to make an onsite inspection to evaluate the situation to determine resolution moving forward. We are currently in contact with the homeowner and all parties involved to set a date for the inspection.

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21464973, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Yes, this property is not our primary residence, just like it was not primary residence for the person that we purchased the house from, it is a lake house and 80% of people on that lake live full-time somewhere else. why would it make a difference if the house is primary residence or not?!. Does that mean a patio door that was installed in 2020 should not be working properly? 

  Reading Provia’s warranty fine print, no-where there is a mention that non-primary residence will disqualify product warranty. Regardless of how non-logical that argument is to begin with 

  typical from this company to not stand behind their products for fabricated reasons. I have been at this issue for just under two years with their dealer and Provia itself, I am happy that they are sending someone to look at it because their dealer refuses to communicate regarding this issue.

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******i

  Business response

  04/10/2024

  We are responding to ***** ********* dissatisfaction with ProVia's response to his initial complaint. For clarification purposes, our response should have stated "ProVia's full product warranty only applies to products installed in the primary residence of the consumer". The word full was missing and clarification of this statement follows on exactly what is and isn’t covered by the product warranty.
  
  We want to clarify the primary residence definition in the product warranty applicable to this complaint. The opening paragraph of the warranty itself reads, “ProVia LLC, hereinafter “ProVia”, warrants to the original consumer purchaser, that under normal use this product will be free from defects in material and workmanship for as long as the purchaser owns and lives in the single family residence, hereinafter “Home”, in which the product was installed. The details of the warranty are as follows. The highlighted text defines what type of property qualifies for the full product warranty. 
  
  However, the property identified in this complaint is a vacation rental property that can be rented through vacation rental sites. This property is still eligible for a warranty of product with reduced terms. This falls under the warranty’s section, NON-RESIDENTIAL & MULTI-FAMILY APPLICATIONS, which reads, “Where the structure in which the product is installed is not a single family residence occupied by the purchaser, or is owned by a public or private corporation for profit or non-profit, an unincorporated association or other business entity of any type recognized by law, a church, a school, a governmental or public authority, the time periods stated in this warranty shall be limited as follows:  Basic Window or Patio Door Unit – 5 Year (non-transferable); Hardware - 1 Year; Insulated Glass – 10 Year (glass breakage not included); Internal Blinds – 5 Year; Screens – 5 Year; and Finishes – 1 Year “. The disqualifier for this property is that it’s non-transferable for the Basic Window or Patio Door Unit.
  
  ProVia is still committed to working toward a resolution for the product issue outlined in the original complaint. We are sending out representatives, along with the dealer, to identify the root cause of the described problem and to determine a resolution once the inspection has taken place. The resolution doesn’t change the fact this product isn’t covered under the terms of the warranty.
  
  Attached with this response is a complete copy of the warranty which is applicable to the products installed on this property. 
  

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********2 and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  We appreciate that you are sending this response and sending a manager and engineer to look at it.  However, when the complaint was first filed in august of 2022 with your deale* ******* ****** the house was not on any websites.  It was filed shortly after we took ownership of the home and realized there was a severe problem.  We were told by your dealer that he couldn't do anything about it until he "hears" the wind and needs to replicated in cold months.  We also have our original text messages to ******* to prove this. At that time it was not on any websites and it had never been rented.  This is a poor excuse to get out of honoring a warranty and standing behind a faulty door and faulty installation.  We had numerous phone calls with ******* and the company prior to anyone but me and my husband and child staying in the house.  Since then only family (relatives) have stayed with us.  No where in the original warranty does it state it must be your sole residence.  We have an additional home 30 minutes away and stay at both properties during the year.  Look forward to resolving this matter after meeting with your product manager and engineer. 

  
  Regards,
  ***** *******

  Business response

  04/24/2024

  We have a scheduled visit on May 1st.  There will be two representatives from Provia and a dealer representative there to do the onsite evaluation of the patio door of concern. A decision on a final resolution will be made after the onsite evaluation is completed.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had $9400 of ProVia windows installed December 14th. I choose the windows based off the description of the windows on their website and the contractor who was installing them that worked with ProVia. Provia advertise that these windows are noise reducing and can be used in industrial areas and depicts an airplane in the picture. The contractor stated they would greatly improve any noise reduction especially as the windows I had were 30 year old single pane windows. I live in a generally quiet residential street, but I hear cars on the next street and people talking loud etc and assumed it was my old single pane windows. Surely new triple pane, aspect, with upgrade windows would be better with obvious improvement? No nothing! There is no difference what so ever. It’s blatant false and misleading then they assume customers cannot afford to take them to court or do not want to spend the time dealing with all the stress but I will not pay $9400 for nothing.

  Business response

  01/25/2024

  This letter is in response to BBB complaint 21137948 filed by ****** ******* regarding an issue with vinyl windows manufactured by ProVia. The complaint states that Ms. ******* assumed it was her old single pane windows allowing the sound infiltration. The complaint also indicates that the contractor stated the replacement windows would greatly improve the noise reduction. Triple pane glass does have a better sound transmittance rating than single pane glass. However, the benefit of this will only be apparent if the noise was primarily coming through the single pane glass of the original windows and that the exterior of the home is well sealed and insulated. Her statement that there is no difference whatsoever is a very telling indicator that there are other factors contributing to the sound infiltration and that the windows were not the root cause of this particular concern.
  

  The assumption that the noise was solely coming through the single pane glass is not an accurate assessment of sound infiltration. Windows are not the only barrier against outside noise. There are many factors that must be considered when making this assessment. What is the exterior covering of the home? Are the exterior walls well insulated? Was the perimeter of the windows insulated and sealed properly when installed? These are just a few considerations needing to be made when looking to reduce sound infiltration.
  

  In summary, the statements within the complaint provide proof that the sound infiltration is not just occurring through the glass on the windows. The ProVia windows installed in the home do however provide enhanced energy efficiencies over the original windows. Based on the information provided, there is no guarantee that replacing these windows again will resolve the matter due to all of the other possible contributing factors that are most likely allowing sound transmittance. We encourage Ms. ******* to have her home evaluated to determine what other steps can be taken to improve the noise concern before moving forward with any changes to her new windows.
  

  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had all new ProVia siding installed on my house by *** **********. Within 6 months part of the siding failed. The failed siding was replaced and within 6 months the product failed again. *** ********** says that the ProVia representative is busy so nothing is being done. It has been 2 months and no one seems to know what the problem is and nothing is being done to correct it. I believe that ProVia is selling defective siding.

  Business response

  09/04/2023

  We want to thank **** ***** for bring this issue to ProVia's attention. A search of our records never indicated any type of a warranty complaint being filed by either **** ***** or the contractor, *** **********. We did contact ProVia's Account Manager responsible for this geographical territory and he was familiar with the initial complaint. He stated the original complaint was brought to his attention by *** ********** and they inspected the issue. It was determined to be heat distortion which is not covered under ProVia's Siding Warranty. The original siding was replaced by *** ********** changing to a different color altogether which was a darker color. According to this complaint, this same issue is happening again. This time it would be more obvious due to the darker color they changed to. ProVia's Account manager did receive a request from ProVia to look at this home a second time. He has been trying to contact *** ********** to set up a time to do the onsite inspection. *** ********** is not returning his messages to try and get an appointment set up. ProVia's Account Managers are not to perform onsite inspections without the contractor or distributor being present as well. We have also learned that *** ********** no longer carries ProVia's siding so that may play a role in their lack of a response to the appointment requests.

  ProVia's request is for **** ***** to encourage *** ********** to coordinate an appointment for an onsite inspection with ProVia's Account Manager so a determination can be made of the issue she outlines in her complaint. If determined to be a product warranty issue, ProVia will honor the terms as outlined in the warranty.

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The new siding was the same color as the original color installed so there seems to be some incorrect information. I do have an appointment with the Now and Provia next week.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** *****

  Business response

  09/16/2023

  ProVia's initial response was from information provided by our Account Manager. If we were in error on the statement about color change, we apologize since that was what our Account Manager was told. As the consumer stated in the rejection to our response to the original complaint, there is an appointment set up for representatives from *** ********** and ProVia for an onsite inspection at the home. This will lead to making a determination of the cause of the issues with the siding. Again, as stated in the initial response from ProVia, if determined to be a product warranty issue, ProVia will honor the terms as outlined in the warranty and have the problem siding replaced. The key factor remains to have a determination made of the cause.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November of 2019, I paid for smooth steel ProVia door, Model#******* ($3,400 for door and labor). Within the first year of installation the grid covering the glass panel began cracking at its base. Medallion, the installer (ProVia distributor), replaced the grill after receiving it from ProVia. Less than a year after this replacement, the grid began cracking again so I contacted ProVia directly, on November 7, 2022 via email, accounting the issues about the defective door. In response to my email, I talked to Kevin, a ProVia lead person, at 800-669-4711, ext. 1564, on November 8, 2022. Kevin understood the issues and promised ProVia will replace the grid and potentially redesign it so this does not become an annual problem. I agreed to the variation in the design. It has been 8 months and ProVia still has not resolved the issue with the defective door. I contacted the installer/distributor on February 8, 2023, to follow-up on the replacement, and they told me ProVia wanted to handle the grid replacement directly. There was no benefit purchasing an expensive ProVia door. I cannot enjoy this defective product. The grid never fitted flushed in the opening made for it and is not straight. The door is noisy [settling or cracking] throughout the day. The steel gets so hot on the exterior, enough to burn your skin, during the summer. I need a refund so I can purchase a door from **** ******

  Business response

  07/12/2023

  This is in response to a complaint filed by Hermain ****** concerning issues with Legacy Single Entry Door manufactured by ProVia.  We would like to offer an apology for the length of time this issue has not been resolved. The heat build up between the full view storm door and Entry door is causing the external grids to bow.  In November of 2022, the offer was made to reorder glass with internal grids under warranty so that the grids will be between the Entry Door glass and the heat will no longer cause bowing. Suggestion of venting the storm door was also encouraged to reduce the potential of heat buildup.  As of February 2023, our records indicate that a representative from Medallion is still waiting to hear back from the consumer with confirmation to proceed with a reorder.  After no update was provided to ProVia, the reorder still remains on hold.  As resolution, we would like to propose that we move forward with the reorder and have a ProVia Warranty Service tech replace the glass with the internal grids option at no cost to the consumer. 
  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Brought an expensive Provia door with stained glass panel through M&M Construction. When delivered the deadbolt on the door, and the lock cutout on the frame didn't match. Provia made it wrong and it had to be replaced. Since then I have had M&M and/or Provia out six more times because the trim around the glass window warps and cracks from heat trapped between the inner door and storm door. Maybe they should sell this combination, but they did. I have been getting the run around. I told them I am willing to have the door replaced with a solid slab to avoid warping trim, but I'm not paying a premium for a glass window if I'm not going to end up with one.

  Business response

  07/07/2023

  We understand the current frustrations you are experiencing with your Entry unit and we hope to have this resolved in a timely manner. Due to the heat build up between your storm door and Entry unit we have offered to change to a 006 panel slab and provide compensation for the difference in cost of the two units. Please inquire with M & M Home Remodeling Services for that compensation amount.  ProVia Warranty Service tech has been in communication with you(6/14) to schedule the service to replace your unit and is awaiting confirmation, tentatively scheduled for 7/21/23. 

   

  Thank you

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a ProVia door installed by ****** of NJ in October of 2021. In the months afterwards we had an issue where the door handle loosened, causing the paint to end up chipping off around the handle. We contacted ******* on April 16, 2023 and on June 6 they took the action of repairing the handle and contacting ProVia about inspecting the paint on the door for repair through their warranty. On May 24, ******* informed us that Anthony *********** of ProVia would contact us to arrange the inspection. We never heard from him. I informed ****** on June 7 that we still had not heard from them. On June 14 I contacted ProVia directly and left a message asking Anthony to contact me. They did not return communication. We do not need a new door, we want either repair to original paint condition or would accept placing a plate matching the handle around the door handle. Contact with ******* can be made through **** ****** ************, ****************

  Business response

  06/19/2023

  Good afternoon,

  
  I understand your current frustration and after following up with Anthony he has been in contact with Prown's and most recently he had reached out to set up an onsite inspection.  I apologize this is still an ongoing issue and he will reach out again this week to work towards a resolution.    Thank you for the details and timeline you provided we hope to have this resolved soon.

   

  Thank you

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had 10 windows installed in our new addition in December 2022., 5 of the 10 windows will not open and close properly a d one will not lock. We were told by the installer” they would need to settle” then they would work fine. After reaching out and having numerous conversations with Provia’s customer service, salesman, and the installer, they refuse to correct the issue and claim “it is normal for slider windows to teeter totter and see saw”, binding and nearly bouncing out of the frame. I asked Provia’s account manager why 5 of the windows work flawlessly and 5 do not and he had no reply. He assured me he would talk with engineering and get back with me, which he has not. However, months later, I did receive an email from the company who installed them that stated, “there is nothing wrong with his sliders (windows(. If we reorder the windows again, they would do the exact same thing again. We don’t see this as a problem” Today I reached out again to Provia’s customer service department and was told they have reached out to their account manager to contact us previously, but were not sure why he hasn’t. Since we fired the installation contractor due to numerous code violations and poor quality workmanship,We were also instructed to contact another Provia installer in our are and see if they would come look at the problem, as Provia does not have anyone within their company that works on their Product.

  Business response

  06/12/2023

  The windows manufactured by ProVia on this order in question are all slider windows which are 52" tall and range from 39" - 40" in width. This size lends itself to the sash being somewhat narrow and tall. Sash of sizes such as these in slider windows will have a tendency to rock some inside of the frame when operating them. For the purpose of sash removal, the sash can't be tightly fit into the tracks they travel within so there is some movement built into the design of slider windows.

  This complaint brings up some issues with the window sashes which have been rectified. Complaint was received on the day following a call in to Customer Service. ProVia's Account Manager scheduled a visit to the home on the afternoon of June 8. On that visit it was determined the weld joints on the frame weren't cleaned down far enough so he shaved them down further eliminating the issue of the sash jumping out of the frame pocket. The locking issue on two of the windows was determined to be caused by two of these sashes being out of square. Both sash were reordered and will be replaced as soon as they are manufactured. The Account Manager's summary of the onsite visit indicates the consumers were satisfied with the results and once the two sash are replaced, this complaint should be considered resolved.

*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. ↩