[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] , 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 resolvedI will only say this is resolved if the front door isn't continuing to have issues and with the installation of the front storm door, to be determined if its adequate to perform as it should As forthe backdoor it was swapped 03/02/and will give some time to determine if no issues arise with the doorThank you, Regards, [redacted]
Revdex.com:I have reviewed the? response made by the business in reference to complaint I [redacted] , and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below It seems unacceptable to me to be dealing with Provia about this issue for about one yearI have been complaining and talking to the Dealer ( [redacted] ) and to Provia regarding my dissatisfaction and in several occasions I was told that they should have never sold this door to meIn fact, it was stated to me that the sales person lost her job because of the quality of the work performedMoreover, recently I visited other Provia dealers and they all stated that retractable doors are not adequate for patio doors ? Also, it seem unacceptable to me for someone from Provia to say in writing “The expectations versus the reality of the product can create frustration”How is this even acceptable? As a company, Provia should strive to MEET CLIENTS’ EXPECTATIONS AT ALL TIMESTo add to my frustration, I just received a bill from the Dealer ? I have been waiting for a long time for Provia to own their mistake and to do the right thingThe right thing would be to do the following: ·? ? ? ? ? ? ? ? Completely replace the entire patio door with a new one because the existing patio door has been tampered so many times by Provia Technicians ·? ? ? ? ? ? ? ? Provia should install their best screening door that is best suited for the patio door ·? ? ? ? ? ? ? ? Finally, I would expect a price adjustment because of the inconvenience and because the faulty retractable screen is expensive I Hope that Provia does the right thing ? ? Regards, [redacted]
To whom it may concern.? This is ProVia LLC’s (ProVia) response to Revdex.com concern [redacted] The windows identified in the complaint were manufactured by [redacted] which has subsequently changed its name to ProViaIn the warranty provided with the windows in 2002, the manufacturer is identified as [redacted] ProVia’s warranty provides lifetime coverage for glass breakage as stated in the following excerptGLASS BREAKAGE - LIFETIME [redacted] further warrants the glass in its units against breakage as follows: (1) If the glass in a properly registered and warranty covered unit breaks as the result of a manufacturing defect; (2) In the event of an accident in the home that is not covered by insurance or is of an amount that is within the insurance policy deductible, Sugarcreek will replace the glass free of charge, for as long as the original homeowner owns and lives in the home in which it was originally installed.The actions taken by ProVia to replace the glass broken by the wind-borne umbrella, correspond to what is committed to in our warranty as stated in the following excerpt.WARRANTY CONDITIONSThe manufacturer will ship the replacement product or part to the nearest authorized dealer and the purchaser must pay for any and all labor necessary to install such product or part and for the transportation from the nearest authorized dealer to his/her residence.In regards to the broken components that the homeowner did not replace, it’s possible that this will lead to further damage and even injury in the futureProVia recommends to the homeowner to reconsider having these components replaced.Included with this response are:Timeline of windows since purchase by [redacted] Emails supporting the established timeline throughout the processVinyl Window Warranty (copy) In summary, ProVia manufactured a replacement sash at no charge to [redacted] or [redacted] warranty replacementThe charges referenced by [redacted] were provided as one of two options to [redacted] by Dealer the sash was shipped toThe second option was that he could pick up the sash at their location at no cost whatsoever to [redacted] ProVia fulfilled its role in the warranty claim process completely and the Dealer provided legitimate optionsIn conclusion, ProVia’s resolution to the broken glass is exactly what we commit to in our warranty.? The fact that the homeowner decided not to accept this as an acceptable resolution does not mean ProVia is entitled to compensate the homeowner for the alternative they decided on [redacted] VP of Customer Experience
Revdex.com: I have reviewed the? response made by ProVia in reference to complaint [redacted] , and find that this resolution would be satisfactory to meI just want the door to open and close and be able to LOCK IT without all of the nonsense I have had to put up with in the past.? After reading the response from ProVia, it is evident to me that [redacted] DID NOT keep the manufacturer informed or up to date on all of the problems and issues I experienced.? Such as the extra door that was ordered that they installed to replace the original door.? (I knew that was not the problem; but I have to go with along with [redacted] and it did not solve the problem).? ? Next thing ProVia was unaware of was the multiple times [redacted] ? from [redacted] was sent up here to adjust the door...and on going problem.? And several times AFTER I would call in for them to come out and have them adjust the door...I would call the following week and 'Well, we'll try to get out there next week'...was the common response I got on more than one occasionAnd in the mean time, I would have to put up with a door that I could not dead bolt, or it would drag when you open and close it.? ? It's kinda like the old proverb...sometimes where you stand, depends upon where you were forced to sit.? One thing I do disagree with ProVia's reply was the email reply I received from them stated their representative would be in touch with meThat never happened.? I can understand they would want to touch base with the seller and installer of their door...but what about a courtesy call saying they are aware of the issue and they will be getting with the seller and installer to rectify the problem and solve the issues I am experiencing with their doorOr to follow up with me via email or by phone to see if the problems/issues were corrected.? That never happened either.? Keeping a customer informed is not hard or difficultI think anyone could see why my pot boiled over with them.For NOW, I will wait until ProVia follows up with [redacted] to make this problem go away.? if the problem goes away...I will be happy.? All I want is for the door to open and close and be able to dead bolt the lock.? Is that too much to ask?? ? I do need to add that [redacted] came out Monday, March 5, and I was still out of townHowever, he told my wife that the REASON we could not lock the dead bolt was there was a 3/inch screw in the square metal latch where the dead bolt went into to be locked.? [redacted] *aid, the screw was too short and that allowed the mechanism on the stationary door to move preventing us the ability to lock the dead boltHe took out the short screw and installed a screw that was 1/inches long that would anchor deeper into the doorIt is locking fine now...but it always does after they come out and fiddle with it.? I will know by the end of days, whether or not this was the 'fix' it needed....based on the doors previous track record of being problematic.? Thank YOU Revdex.com for your assistance and prompt reply from the BBC and ProVia.? ? Regards, [redacted] ***
My apologies for the tardy response to this complaintI missed some time from work due to an accident my wife had so I'm trying to catch upHere is ProVia’s response to this Revdex.com complaint filed b [redacted] in reference to an [redacted] purchased with a Swinging Patio Door unit manufactured by ProViaOur records indicate the following timeline on this issue.An order for a Swinging Patio Door unit, comprised of ProVia’s 20-Guage Smooth Steel doors in a 460BLR model with an Invent Retractable Screen, was placed by our authorized dealer on 10/2/ProVia received and proofed the order, then placed it into manufacturing on 10/Unit was produced and delivered to ProVia’s dealer on 12/10/2015.On 1/15/a service call was received by ProVia’s Field Service department stating that the Invent Screen wasn’t retracting properlyA new replacement Invent Screen was reordered and subsequently replaced by ProVia’s Field Service Technician on 1/26/On 3/14/the Field Service department reordered the top screen track for the Invent screenIt was indicated that it was damaged on the previous service call in JanuaryTrack was replaced by ProVia’s Field Service Technician.On 4/26/Field Service received another service requestOn prior service call, ProVia’s Field Service Technician indicated when the screen magnet was attached to the mull post it was wavyIt was also noted that an additional service was necessary to replace and then additional pop rivets would be added to eliminate the wavinessService was performed on 5/26/and Technician’s notes indicate the screen worked as designed after completion of the service.In summary, the complaint outlined by [redacted] indicates dissatisfaction with the Invent Retractable screen and the unit itselfThe claims she states made by ProVia’s sales representative and the salesperson from the dealer can’t be substantiatedThe fact is that ProVia’s Swinging Patio Door system is designed to primarily accommodate a sliding screen in an aluminum frame that operates on a track along the top of the unitThis concept has been tremendously successful for many years without any major issuesThe unit purchased by [redacted] was ordered with a retractable screen which is a frameless screen concept that rolls up into a cylinder when retractedWe have no idea why this option was selected when the unit was orderedConsumers have a love hate relationship with retractable screens throughout the industry, not just ProVia’sThe expectations versus the reality of the product can create frustration.ProVia proposes to have the Invent Retractable screen replaced with the standard sliding patio door screen that is offered as a standard feature on ProVia’s Swinging Patio DoorsProVia’s Field Service department would do the service and would determine if the entire Patio Door units needs replaced or if it is a field fix that replaces the Invent Retractable screen with the standard sliding patio screen[redacted] Director of Customer Service
Stated below is ProVia’s response to the Revdex.com complaint filed by [redacted] regarding a Legacy Steel French Entry Door unit purchased and installed in through [redacted] The unit in question was manufactured by ProVia and our records indicate the following timeline of events: An order was placed in March of for a French door unitThe unit was comprised of a (full glass) Legacy textured steel outswing French Entry Door unitThe completed unit was delivered to [redacted] ** March 24, A service request was placed by [redacted] to ProVia on 5/26/The request stated that the active slab was warped, and a new slab was orderedReordered slab was delivered to [redacted] *** [redacted] n June 17, 8/20/(Sunday) – [redacted] emailed ProVia consumer service department stating that his door was not able to be locked and needed adjustmentsHe was having some difficulty working with the ***, and the replacement door slab didn’t resolve the issueHe requested the door to be fixed or [redacted] *ould come and remove it and refund him his money8/21/17- ProVia replied to [redacted] ***t to notify him that our Account Manager would reach out to [redacted] and relay his message to ProVia [redacted] for ProVia, emailed [redacted] on this date with information on troubleshooting the unit, as well as offers to help resolve this issue9/22/17- A service request was placed by [redacted] for new a frame and casingReordered components were manufactured and delivered to [redacted] on 10/11/ProVia has no record of any further communication on this issue from either [redacted] ***t after the last reordered components were delivered In summary, the complaint by [redacted] ***t is that his unit does not operate correctly because he has difficulty operating the locks, and it is believed this issue is caused by alignment of the frame and slabs in the opening [redacted] ***p[redacted] ** will need to be involved in any resolution of the problem, since they completed the original sale and installation, and it is unknown to ProVia if the additional parts were ever installedProVia’s Regional Director of Sales will work with [redacted] *orporate office to work toward resolution to the satisfaction of [redacted] *** to this complaint
Stated below is ProVia’s response to the Revdex.com complaint filed by [redacted] in reference tovinyl windows purchased by a contractor selected by [redacted] in through [redacted] (now [redacted] *** manufactured by ProViaOur records indicate thefollowing timeline of issues:• An order was placed in September of comprised of model Integra vinyldouble hung windows by our authorized distributor, R [redacted] ProVia receivedand proofed the order and began production on the order 9/28/The productswere manufactured and delivered to the dealer on 10/8/2015.• A service request was placed by [redacted] (formerly R [redacted] ) on4/21/The request stated that the homeowner complained of air leaking thru at tiltlatch sash meeting point and vent locks on all double hung windowsThe accountmanager placing the request noted that he spoke to the homeowner regarding possiblesolutions, and stated that her home was positioned on a hill, across an open field, sohigher winds may still be felt.• On 4/24/17, the field service manager called to schedule an appointment on 5/8/2017,and the homeowner stated that she lived in a wind tunnel, and wanted the bestwindowsField service manager explained limitations, and said we will see if we canimprove.• On 5/8/2017, the service technician completed the scheduled workThe service logsindicate that night latches were removed, and the fiberglass insulation was pushed inabove and below the hollow chamberThe tech removed and installed new weatherstrip pads on the bottom sashes at meeting rails, and on of the taller windows, thetop sash style rails were hour glassed, and those were tapped out to correct the issue.The tech noted that he could feel air prior to service, but once work was completed, noair could be felt.In summary, the complaint by [redacted] indicates she is completely dissatisfied withthe products she purchasedThe Integra Windows were discontinued in September of 2015and replaced with a new line of vinyl windowsBased on the existing field service andreports from the homeowner, [redacted] r of Sales called and spoke toconsumer [redacted] on 1/26/18, and offered to replace all of her Integra Vinylwindows with ProVia’s best line of Vinyl windows, the Endure seriesProVia offered toreplace the products at no charge based on the information provided by the customer andour recordsWe believe this will bring resolution to the complaint
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the? response made by the business in reference to complaint I [redacted] , 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 resolvedI ? will only say this is resolved if the front door isn't continuing to have issues and with the installation of the front storm door, ? to be determined if its adequate to perform as it should? As forthe backdoor it was swapped 03/02/and will give some time to determine if no issues arise with the doorThank you,? Regards, [redacted]
Here is ProVia’s response to this Revdex.com complaint filed by [redacted] in reference to a French Entry Door unit manufactured by ProViaOur records indicate the following timeline on this issue· An order for a French door set, comprised of ProVia’s Heritage textured fiberglass doors in a 350EMZ model, was placed by our authorized dealer on 7/2/ProVia received and proofed the order, then placed it into manufacturing on 7/Unit was produced and delivered to ProVia’s dealer on 7/19/· On 1/13/a call was received by ProVia’s customer service from [redacted] r stating he is having frost on the interior on the bottom hinge and the astragal of the unit(Astragal is an aluminum piece that is attached to the inactive slab of a French door unit and the active slab latches and locks into it)Check was made with ProVia Engineering and they stated the cause is from the cold outdoor temperatures relative to high humidity inside the home· On 2/14/the dealer reordered bottom sweeps for the door slabs because they were torn, q-lon weather-stripping for the entire unit because existing was twisted and torn and some non-warranty casing trim was ordered as wellItems were delivered to the dealer on 2/· On 6/12/dealer ordered a replacement astragal stating the consumer damaged the original (dealer’s statement, not ProVia’s)Part was delivered to the dealer on 6/17/· On 1/28/a call was received by customer service regarding ongoing poor performance of the French door unitThis request was forwarded to ProVia’s Account Manager in this area so an onsite inspection of this unit could be scheduled· [redacted] r called again on 1/29/and talked to Customer Service Team Leader to have an official complaint logged that the dealer and ProVia were not fixing the problems with his French door unit as requestedHe stated that he still has frost on the interior of the astragal and daylight is visible through it as wellThe Account Manager was contacted again and he was setting up an appointment for him and the dealer to go to the [redacted] home and inspect the unit so a determination for resolution could be made· On 2/8/ProVia’s Account Manager placed a reorder to have the French door unit replaced in its entirety because of the problems [redacted] was havingThe unit has been manufactured and delivered to the dealer on 2/25/· The dealer will be performing the removal of the original unit and reinstallation of the new replacement unitIn summary, the last bullet indicates that the entire unit is being replaced and this should help alleviate the problems outlined in the complaintOngoing performance of the unit will be the ultimate determining factor [redacted] Director of Customer Service
Here is ProVia’s response to this Revdex.com complaint filed by *** *** in reference to problems with a front door and a back door manufactured by ProViaOur records indicate the following timeline on this issue.• Order received on 3-28-from dealer for a model 110, 20-gauge smooth steel
entry door painted Mountain Berry Red in a custom sized height and tagged as front doorUnit was manufactured and delivered to dealer on 4-8-2016. o On 1-6-a new weather-strip set was reordered by the dealer.o On 2-22-a model Spectrum Storm door, painted Mountain Berry Red was ordered by dealer to be placed over the front door.• Order received on 10-12-from dealer for a model 430, 20-gauge smooth steel entry door painted Mountain Berry Red in a custom height and tagged as back doorUnit was manufactured and delivered to dealer on 11-4-2016.o On 2-7-ProVia’s Account Manager reordered the door slab itself because the existing slab was dragging on the threshold and margin at the top was deemed to be more than allowed toleranceSlab was manufactured and delivered to the dealer on 2-17-2107.This outlines the timeline of the doors that are identified in this complaint based on the interaction ProVia has noted between ProVia, the dealer and ProVia’s Account ManagerThere is additional activity that transpired which we want to identify as well as this is what brought the initial complaint to the attention of ProVia’s Customer Service department. On 1-31-ProVia received an email from *** ***y through our website stating “I have many issues with my front door due to cold air coming thru the door in multiple areas and functionality of it opening and closing properly, please HELP”Message was responded to and ProVia’s Account Manager was notified of this requestThe Account Manager and the Installer (not a ProVia employee) did follow up by an onsite inspection of the door on 2-17-to check to see what the problems were. Their findings were that the front door appeared to be in excellent working order, the installation done very well and they were unable to validate the complaint on cold air coming through the doorTheir recommendation after the inspection was to add a storm door over the unit to reduce, or eliminate this cold air complaint as it would provide an additional layer of protectionOn this same visit, they were asked to inspect the back door as well and they determined that slab was hung too low in the frame which was causing the slab to rub on the threshold making it very difficult to operateThey determined a new slab would need to be reordered to replace the existing one and that should resolve this problem.The storm door was ordered on 2-23-and is in process of being manufactured and is scheduled to deliver to the dealer on 3-10-The slab for the back door was reordered on 2-7-and was delivered to the dealer on 2-17-These are the products which have been reordered to satisfy the complaint by *** ***
Initially Dealer and ProVia’s Account Manager had placed the order for the storm door with a charge appliedProVia subsequently removed the monetary amount from the order once we learned of the issue and subsequent recommendation and we will be providing the storm door to this job at no cost to the consumerThe dealer will be replacing the back-door slab and installing the storm door over the front door once they receive the storm door, also at no additional cost to the *** ***We believe these steps will bring resolution to this complaint.*** ***Director of Customer Service
RE: ** *** *** ***e complaint response # ProVia’s response to the rejection of ProVia’s proposed resolution to this complaint is as followsOur initial offer was “ProVia proposes to have the Invent Retractable screen replaced with the standard sliding patio door screen that is offered as a standard feature on ProVia’s Swinging Patio DoorsProVia’s Field Service department would do the service and would determine if the entire Patio Door units needs replaced or if it is a field fix that replaces the Invent Retractable screen with the standard sliding patio screen.” The request in the rejection of this offer was that a complete new patio door and our best screening door suited for the patio door be included should be offeredProVia will remove the portion of the initial offer concerning a replacement of the screen onlyOur offer will be to completely replace the existing patio door with a new one that includes our standard patio sliding screen The portion of the resolution requesting a price adjustment needs to be negotiated back through the dealer, A** *** *** *** *** purchased this unit through this dealer and is their customerProVia is willing to discuss this request with the dealer and any concessions agreed upon would be made to *** *** *** who in turn would be responsible for concessions to their customer, *** *** *** *** Director of Customer Service
Revdex.com:
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,
*** *** Unable to view or open docx files
RE: ** *** *** ***e complaint response # ProVia’s response to the rejection of ProVia’s proposed resolution to this complaint is as followsOur initial offer was “ProVia proposes to have the Invent Retractable screen replaced with the standard sliding patio door screen that is offered as a standard feature on ProVia’s Swinging Patio DoorsProVia’s Field Service department would do the service and would determine if the entire Patio Door units needs replaced or if it is a field fix that replaces the Invent Retractable screen with the standard sliding patio screen.” The request in the rejection of this offer was that a complete new patio door and our best screening door suited for the patio door be included should be offeredProVia will remove the portion of the initial offer concerning a replacement of the screen onlyOur offer will be to completely replace the existing patio door with a new one that includes our standard patio sliding screen The portion of the resolution requesting a price adjustment needs to be negotiated back through the dealer, A** *** *** *** *** purchased this unit through this dealer and is their customerProVia is willing to discuss this request with the dealer and any concessions agreed upon would be made to *** *** *** who in turn would be responsible for concessions to their customer, *** *** *** *** Director of Customer Service
Revdex.com:
I have reviewed the response made by ProVia in reference to complaint ** ***, and find that this resolution would be satisfactory to meI just want the door to open and close and be able to LOCK IT without all of the nonsense I have had to put up with in the past. After reading the response from ProVia, it is evident to me that *** *** *** DID NOT keep the manufacturer informed or up to date on all of the problems and issues I experienced. Such as the extra door that was ordered that they installed to replace the original door. (I knew that was not the problem; but I have to go with along with *** and it did not solve the problem). Next thing ProVia was unaware of was the multiple times *** from *** was sent up here to adjust the door...and on going problem. And several times AFTER I would call in for them to come out and have them adjust the door...I would call the following week and 'Well, we'll try to get out there next week'...was the common response I got on more than one occasionAnd in the mean time, I would have to put up with a door that I could not dead bolt, or it would drag when you open and close it. It's kinda like the old proverb...sometimes where you stand, depends upon where you were forced to sit. One thing I do disagree with ProVia's reply was the email reply I received from them stated their representative would be in touch with meThat never happened. I can understand they would want to touch base with the seller and installer of their door...but what about a courtesy call saying they are aware of the issue and they will be getting with the seller and installer to rectify the problem and solve the issues I am experiencing with their doorOr to follow up with me via email or by phone to see if the problems/issues were corrected. That never happened either. Keeping a customer informed is not hard or difficultI think anyone could see why my pot boiled over with them.For NOW, I will wait until ProVia follows up with *** to make this problem go away. if the problem goes away...I will be happy. All I want is for the door to open and close and be able to dead bolt the lock. Is that too much to ask? I do need to add that *** came out Monday, March 5, and I was still out of townHowever, he told my wife that the REASON we could not lock the dead bolt was there was a 3/inch screw in the square metal latch where the dead bolt went into to be locked. *** *aid, the screw was too short and that allowed the mechanism on the stationary door to move preventing us the ability to lock the dead boltHe took out the short screw and installed a screw that was 1/inches long that would anchor deeper into the doorIt is locking fine now...but it always does after they come out and fiddle with it. I will know by the end of days, whether or not this was the 'fix' it needed....based on the doors previous track record of being problematic. Thank YOU Revdex.com for your assistance and prompt reply from the BBC and ProVia.
Regards,
*** ***
To whom it may concern. This is ProVia LLC’s (ProVia) response to Revdex.com concern *** The windows identified in the complaint were manufactured by *** *** which has subsequently changed its name to ProViaIn the warranty provided with the windows in 2002, the manufacturer is
identified as *** ***ProVia’s warranty provides lifetime coverage for glass breakage as stated in the following excerptGLASS BREAKAGE - LIFETIME*** further warrants the glass in its units against breakage as follows: (1) If the glass in a properly registered and warranty covered unit breaks as the result of a manufacturing defect; (2) In the event of an accident in the home that is not covered by insurance or is of an amount that is within the insurance policy deductible, Sugarcreek will replace the glass free of charge, for as long as the original homeowner owns and lives in the home in which it was originally installed.The actions taken by ProVia to replace the glass broken by the wind-borne umbrella, correspond to what is committed to in our warranty as stated in the following excerpt.WARRANTY CONDITIONSThe manufacturer will ship the replacement product or part to the nearest authorized dealer and the purchaser must pay for any and all labor necessary to install such product or part and for the transportation from the nearest authorized dealer to his/her residence.In regards to the broken components that the homeowner did not replace, it’s possible that this will lead to further damage and even injury in the futureProVia recommends to the homeowner to reconsider having these components replaced.Included with this response are:Timeline of windows since purchase by *** ***Emails supporting the established timeline throughout the processVinyl Window Warranty (copy) In summary, ProVia manufactured a replacement sash at no charge to *** *** or *** *** *** warranty replacementThe charges referenced by *** *** were provided as one of two options to *** *** by Dealer the sash was shipped toThe second option was that he could pick up the sash at their location at no cost whatsoever to *** ***ProVia fulfilled its role in the warranty claim process completely and the Dealer provided legitimate optionsIn conclusion, ProVia’s resolution to the broken glass is exactly what we commit to in our warranty. The fact that the homeowner decided not to accept this as an acceptable resolution does not mean ProVia is entitled to compensate the homeowner for the alternative they decided on*** *** VP of Customer Experience
Here is ProVia’s response to this Revdex.com complaint filed by *** *** in reference to problems with a front door and a back door manufactured by ProViaOur records indicate the following timeline on this issue.• Order received on 3-28-from dealer for a model 110, 20-gauge smooth steel
entry door painted Mountain Berry Red in a custom sized height and tagged as front doorUnit was manufactured and delivered to dealer on 4-8-2016. o On 1-6-a new weather-strip set was reordered by the dealer.o On 2-22-a model Spectrum Storm door, painted Mountain Berry Red was ordered by dealer to be placed over the front door.• Order received on 10-12-from dealer for a model 430, 20-gauge smooth steel entry door painted Mountain Berry Red in a custom height and tagged as back doorUnit was manufactured and delivered to dealer on 11-4-2016.o On 2-7-ProVia’s Account Manager reordered the door slab itself because the existing slab was dragging on the threshold and margin at the top was deemed to be more than allowed toleranceSlab was manufactured and delivered to the dealer on 2-17-2107.This outlines the timeline of the doors that are identified in this complaint based on the interaction ProVia has noted between ProVia, the dealer and ProVia’s Account ManagerThere is additional activity that transpired which we want to identify as well as this is what brought the initial complaint to the attention of ProVia’s Customer Service department. On 1-31-ProVia received an email from *** ***y through our website stating “I have many issues with my front door due to cold air coming thru the door in multiple areas and functionality of it opening and closing properly, please HELP”Message was responded to and ProVia’s Account Manager was notified of this requestThe Account Manager and the Installer (not a ProVia employee) did follow up by an onsite inspection of the door on 2-17-to check to see what the problems were. Their findings were that the front door appeared to be in excellent working order, the installation done very well and they were unable to validate the complaint on cold air coming through the doorTheir recommendation after the inspection was to add a storm door over the unit to reduce, or eliminate this cold air complaint as it would provide an additional layer of protectionOn this same visit, they were asked to inspect the back door as well and they determined that slab was hung too low in the frame which was causing the slab to rub on the threshold making it very difficult to operateThey determined a new slab would need to be reordered to replace the existing one and that should resolve this problem.The storm door was ordered on 2-23-and is in process of being manufactured and is scheduled to deliver to the dealer on 3-10-The slab for the back door was reordered on 2-7-and was delivered to the dealer on 2-17-These are the products which have been reordered to satisfy the complaint by *** ***
Initially Dealer and ProVia’s Account Manager had placed the order for the storm door with a charge appliedProVia subsequently removed the monetary amount from the order once we learned of the issue and subsequent recommendation and we will be providing the storm door to this job at no cost to the consumerThe dealer will be replacing the back-door slab and installing the storm door over the front door once they receive the storm door, also at no additional cost to the *** ***We believe these steps will bring resolution to this complaint.*** ***Director of Customer Service
Stated below is ProVia’s response to the Revdex.com complaint filed by *** *** in reference tovinyl windows purchased by a contractor selected by *** *** in through *** *** (now *** *** *** *** manufactured by ProViaOur records indicate thefollowing timeline
of issues:• An order was placed in September of comprised of model Integra vinyldouble hung windows by our authorized distributor, R*** ** ***ProVia receivedand proofed the order and began production on the order 9/28/The productswere manufactured and delivered to the dealer on 10/8/2015.• A service request was placed by *** *** *** (formerly R*** ** ***) on4/21/The request stated that the homeowner complained of air leaking thru at tiltlatch sash meeting point and vent locks on all double hung windowsThe accountmanager placing the request noted that he spoke to the homeowner regarding possiblesolutions, and stated that her home was positioned on a hill, across an open field, sohigher winds may still be felt.• On 4/24/17, the field service manager called to schedule an appointment on 5/8/2017,and the homeowner stated that she lived in a wind tunnel, and wanted the bestwindowsField service manager explained limitations, and said we will see if we canimprove.• On 5/8/2017, the service technician completed the scheduled workThe service logsindicate that night latches were removed, and the fiberglass insulation was pushed inabove and below the hollow chamberThe tech removed and installed new weatherstrip pads on the bottom sashes at meeting rails, and on of the taller windows, thetop sash style rails were hour glassed, and those were tapped out to correct the issue.The tech noted that he could feel air prior to service, but once work was completed, noair could be felt.In summary, the complaint by *** *** indicates she is completely dissatisfied withthe products she purchasedThe Integra Windows were discontinued in September of 2015and replaced with a new line of vinyl windowsBased on the existing field service andreports from the homeowner, *** *** ***r of Sales called and spoke toconsumer *** *** on 1/26/18, and offered to replace all of her Integra Vinylwindows with ProVia’s best line of Vinyl windows, the Endure seriesProVia offered toreplace the products at no charge based on the information provided by the customer andour recordsWe believe this will bring resolution to the complaint
Stated below is ProVia's response to the Revdex.com complaint filed by *** *** in reference to the vinyl sliding patio unit purchased by ** ** ** *** * *** on behalf of *** *** Our records indicate the following timeline of issues: An order was placed 7/17/with ProVia comprised of Endure
vinyl sliding patio door, model with *** multi-venting system by ** ** ** *** * ***ProVia received and proofed the order and began production on 7/21/2017.The order was completed and shipped on 8/8/2017On 1/5/2018, a warranty service order was entered for a new *** *atch system to replace the existing, which was not working properlyService was completed, and the unit was working correctly upon closure of the service report.On 6/7/a new warranty service request was entered for the same issue with the*** *atch systemThe possible solutions proposed by ProVia to ** ** ** *** * *** to a) install a new unit with a foot look rather than the *** *atch in order to ensure the issue is closed or b) install the newly-revamped *** *atch, and if a problem presents itself, a new unit with foot lock could be installed.On 6/11/2018, ** ** ** *** * *** communicated to ProVia that the homeowner had agreed to proceed with proposed solution b of having the newly-revamped *** *atch installedService will be scheduledIn summary, the complaint of *** *** indicates he is completely dissatisfied with the lock system in place and has accepted ProVia's offer to replace the lock with an updated locking systemAlso, an agreement has been reached between ProVia, ** ** ** *** * *** and *** *** that the entire door will be replaced with a foot lock in place of the *** *atch if there are problems with the *** *atch being installed as the solution to this complaintWe believe this should bring resolution to this complaint
Revdex.com:
I have reviewed the? response made by ProVia in reference to complaint ** ***, and find that this resolution would be satisfactory to meI just want the door to open and close and be able to LOCK IT without all of the nonsense I have had to put up with in the past.? After reading the response from ProVia, it is evident to me that *** *** *** DID NOT keep the manufacturer informed or up to date on all of the problems and issues I experienced.? Such as the extra door that was ordered that they installed to replace the original door.? (I knew that was not the problem; but I have to go with along with *** and it did not solve the problem).? ? Next thing ProVia was unaware of was the multiple times ***? from *** was sent up here to adjust the door...and on going problem.? And several times AFTER I would call in for them to come out and have them adjust the door...I would call the following week and 'Well, we'll try to get out there next week'...was the common response I got on more than one occasionAnd in the mean time, I would have to put up with a door that I could not dead bolt, or it would drag when you open and close it.? ? It's kinda like the old proverb...sometimes where you stand, depends upon where you were forced to sit.? One thing I do disagree with ProVia's reply was the email reply I received from them stated their representative would be in touch with meThat never happened.? I can understand they would want to touch base with the seller and installer of their door...but what about a courtesy call saying they are aware of the issue and they will be getting with the seller and installer to rectify the problem and solve the issues I am experiencing with their doorOr to follow up with me via email or by phone to see if the problems/issues were corrected.? That never happened either.? Keeping a customer informed is not hard or difficultI think anyone could see why my pot boiled over with them.For NOW, I will wait until ProVia follows up with *** to make this problem go away.? if the problem goes away...I will be happy.? All I want is for the door to open and close and be able to dead bolt the lock.? Is that too much to ask?? ? I do need to add that *** came out Monday, March 5, and I was still out of townHowever, he told my wife that the REASON we could not lock the dead bolt was there was a 3/inch screw in the square metal latch where the dead bolt went into to be locked.? *** *aid, the screw was too short and that allowed the mechanism on the stationary door to move preventing us the ability to lock the dead boltHe took out the short screw and installed a screw that was 1/inches long that would anchor deeper into the doorIt is locking fine now...but it always does after they come out and fiddle with it.? I will know by the end of days, whether or not this was the 'fix' it needed....based on the doors previous track record of being problematic.? Thank YOU Revdex.com for your assistance and prompt reply from the BBC and ProVia.? ?
Regards,
*** ***
My apologies for the tardy response to this complaintI missed some time from work due to an accident my wife had so I'm trying to catch upHere is ProVia’s response to this Revdex.com complaint filed b* *** *** in reference to an *** *** *** purchased with a Swinging Patio Door unit
manufactured by ProViaOur records indicate the following timeline on this issue.An order for a Swinging Patio Door unit, comprised of ProVia’s 20-Guage Smooth Steel doors in a 460BLR model with an Invent Retractable Screen, was placed by our authorized dealer on 10/2/ProVia received and proofed the order, then placed it into manufacturing on 10/Unit was produced and delivered to ProVia’s dealer on 12/10/2015.On 1/15/a service call was received by ProVia’s Field Service department stating that the Invent Screen wasn’t retracting properlyA new replacement Invent Screen was reordered and subsequently replaced by ProVia’s Field Service Technician on 1/26/On 3/14/the Field Service department reordered the top screen track for the Invent screenIt was indicated that it was damaged on the previous service call in JanuaryTrack was replaced by ProVia’s Field Service Technician.On 4/26/Field Service received another service requestOn prior service call, ProVia’s Field Service Technician indicated when the screen magnet was attached to the mull post it was wavyIt was also noted that an additional service was necessary to replace and then additional pop rivets would be added to eliminate the wavinessService was performed on 5/26/and Technician’s notes indicate the screen worked as designed after completion of the service.In summary, the complaint outlined by *** *** indicates dissatisfaction with the Invent Retractable screen and the unit itselfThe claims she states made by ProVia’s sales representative and the salesperson from the dealer can’t be substantiatedThe fact is that ProVia’s Swinging Patio Door system is designed to primarily accommodate a sliding screen in an aluminum frame that operates on a track along the top of the unitThis concept has been tremendously successful for many years without any major issuesThe unit purchased by *** *** was ordered with a retractable screen which is a frameless screen concept that rolls up into a cylinder when retractedWe have no idea why this option was selected when the unit was orderedConsumers have a love hate relationship with retractable screens throughout the industry, not just ProVia’sThe expectations versus the reality of the product can create frustration.ProVia proposes to have the Invent Retractable screen replaced with the standard sliding patio door screen that is offered as a standard feature on ProVia’s Swinging Patio DoorsProVia’s Field Service department would do the service and would determine if the entire Patio Door units needs replaced or if it is a field fix that replaces the Invent Retractable screen with the standard sliding patio screen.*** ***Director of Customer Service
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] , 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 resolvedI will only say this is resolved if the front door isn't continuing to have issues and with the installation of the front storm door, to be determined if its adequate to perform as it should As forthe backdoor it was swapped 03/02/and will give some time to determine if no issues arise with the doorThank you, Regards, [redacted]
Revdex.com:I have reviewed the? response made by the business in reference to complaint I [redacted] , and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below It seems unacceptable to me to be dealing with Provia about this issue for about one yearI have been complaining and talking to the Dealer ( [redacted] ) and to Provia regarding my dissatisfaction and in several occasions I was told that they should have never sold this door to meIn fact, it was stated to me that the sales person lost her job because of the quality of the work performedMoreover, recently I visited other Provia dealers and they all stated that retractable doors are not adequate for patio doors ? Also, it seem unacceptable to me for someone from Provia to say in writing “The expectations versus the reality of the product can create frustration”How is this even acceptable? As a company, Provia should strive to MEET CLIENTS’ EXPECTATIONS AT ALL TIMESTo add to my frustration, I just received a bill from the Dealer ? I have been waiting for a long time for Provia to own their mistake and to do the right thingThe right thing would be to do the following: ·? ? ? ? ? ? ? ? Completely replace the entire patio door with a new one because the existing patio door has been tampered so many times by Provia Technicians ·? ? ? ? ? ? ? ? Provia should install their best screening door that is best suited for the patio door ·? ? ? ? ? ? ? ? Finally, I would expect a price adjustment because of the inconvenience and because the faulty retractable screen is expensive I Hope that Provia does the right thing ? ? Regards, [redacted]
To whom it may concern.? This is ProVia LLC’s (ProVia) response to Revdex.com concern [redacted] The windows identified in the complaint were manufactured by [redacted] which has subsequently changed its name to ProViaIn the warranty provided with the windows in 2002, the manufacturer is identified as [redacted] ProVia’s warranty provides lifetime coverage for glass breakage as stated in the following excerptGLASS BREAKAGE - LIFETIME [redacted] further warrants the glass in its units against breakage as follows: (1) If the glass in a properly registered and warranty covered unit breaks as the result of a manufacturing defect; (2) In the event of an accident in the home that is not covered by insurance or is of an amount that is within the insurance policy deductible, Sugarcreek will replace the glass free of charge, for as long as the original homeowner owns and lives in the home in which it was originally installed.The actions taken by ProVia to replace the glass broken by the wind-borne umbrella, correspond to what is committed to in our warranty as stated in the following excerpt.WARRANTY CONDITIONSThe manufacturer will ship the replacement product or part to the nearest authorized dealer and the purchaser must pay for any and all labor necessary to install such product or part and for the transportation from the nearest authorized dealer to his/her residence.In regards to the broken components that the homeowner did not replace, it’s possible that this will lead to further damage and even injury in the futureProVia recommends to the homeowner to reconsider having these components replaced.Included with this response are:Timeline of windows since purchase by [redacted] Emails supporting the established timeline throughout the processVinyl Window Warranty (copy) In summary, ProVia manufactured a replacement sash at no charge to [redacted] or [redacted] warranty replacementThe charges referenced by [redacted] were provided as one of two options to [redacted] by Dealer the sash was shipped toThe second option was that he could pick up the sash at their location at no cost whatsoever to [redacted] ProVia fulfilled its role in the warranty claim process completely and the Dealer provided legitimate optionsIn conclusion, ProVia’s resolution to the broken glass is exactly what we commit to in our warranty.? The fact that the homeowner decided not to accept this as an acceptable resolution does not mean ProVia is entitled to compensate the homeowner for the alternative they decided on [redacted] VP of Customer Experience
Revdex.com: I have reviewed the? response made by ProVia in reference to complaint [redacted] , and find that this resolution would be satisfactory to meI just want the door to open and close and be able to LOCK IT without all of the nonsense I have had to put up with in the past.? After reading the response from ProVia, it is evident to me that [redacted] DID NOT keep the manufacturer informed or up to date on all of the problems and issues I experienced.? Such as the extra door that was ordered that they installed to replace the original door.? (I knew that was not the problem; but I have to go with along with [redacted] and it did not solve the problem).? ? Next thing ProVia was unaware of was the multiple times [redacted] ? from [redacted] was sent up here to adjust the door...and on going problem.? And several times AFTER I would call in for them to come out and have them adjust the door...I would call the following week and 'Well, we'll try to get out there next week'...was the common response I got on more than one occasionAnd in the mean time, I would have to put up with a door that I could not dead bolt, or it would drag when you open and close it.? ? It's kinda like the old proverb...sometimes where you stand, depends upon where you were forced to sit.? One thing I do disagree with ProVia's reply was the email reply I received from them stated their representative would be in touch with meThat never happened.? I can understand they would want to touch base with the seller and installer of their door...but what about a courtesy call saying they are aware of the issue and they will be getting with the seller and installer to rectify the problem and solve the issues I am experiencing with their doorOr to follow up with me via email or by phone to see if the problems/issues were corrected.? That never happened either.? Keeping a customer informed is not hard or difficultI think anyone could see why my pot boiled over with them.For NOW, I will wait until ProVia follows up with [redacted] to make this problem go away.? if the problem goes away...I will be happy.? All I want is for the door to open and close and be able to dead bolt the lock.? Is that too much to ask?? ? I do need to add that [redacted] came out Monday, March 5, and I was still out of townHowever, he told my wife that the REASON we could not lock the dead bolt was there was a 3/inch screw in the square metal latch where the dead bolt went into to be locked.? [redacted] *aid, the screw was too short and that allowed the mechanism on the stationary door to move preventing us the ability to lock the dead boltHe took out the short screw and installed a screw that was 1/inches long that would anchor deeper into the doorIt is locking fine now...but it always does after they come out and fiddle with it.? I will know by the end of days, whether or not this was the 'fix' it needed....based on the doors previous track record of being problematic.? Thank YOU Revdex.com for your assistance and prompt reply from the BBC and ProVia.? ? Regards, [redacted] ***
My apologies for the tardy response to this complaintI missed some time from work due to an accident my wife had so I'm trying to catch upHere is ProVia’s response to this Revdex.com complaint filed b [redacted] in reference to an [redacted] purchased with a Swinging Patio Door unit manufactured by ProViaOur records indicate the following timeline on this issue.An order for a Swinging Patio Door unit, comprised of ProVia’s 20-Guage Smooth Steel doors in a 460BLR model with an Invent Retractable Screen, was placed by our authorized dealer on 10/2/ProVia received and proofed the order, then placed it into manufacturing on 10/Unit was produced and delivered to ProVia’s dealer on 12/10/2015.On 1/15/a service call was received by ProVia’s Field Service department stating that the Invent Screen wasn’t retracting properlyA new replacement Invent Screen was reordered and subsequently replaced by ProVia’s Field Service Technician on 1/26/On 3/14/the Field Service department reordered the top screen track for the Invent screenIt was indicated that it was damaged on the previous service call in JanuaryTrack was replaced by ProVia’s Field Service Technician.On 4/26/Field Service received another service requestOn prior service call, ProVia’s Field Service Technician indicated when the screen magnet was attached to the mull post it was wavyIt was also noted that an additional service was necessary to replace and then additional pop rivets would be added to eliminate the wavinessService was performed on 5/26/and Technician’s notes indicate the screen worked as designed after completion of the service.In summary, the complaint outlined by [redacted] indicates dissatisfaction with the Invent Retractable screen and the unit itselfThe claims she states made by ProVia’s sales representative and the salesperson from the dealer can’t be substantiatedThe fact is that ProVia’s Swinging Patio Door system is designed to primarily accommodate a sliding screen in an aluminum frame that operates on a track along the top of the unitThis concept has been tremendously successful for many years without any major issuesThe unit purchased by [redacted] was ordered with a retractable screen which is a frameless screen concept that rolls up into a cylinder when retractedWe have no idea why this option was selected when the unit was orderedConsumers have a love hate relationship with retractable screens throughout the industry, not just ProVia’sThe expectations versus the reality of the product can create frustration.ProVia proposes to have the Invent Retractable screen replaced with the standard sliding patio door screen that is offered as a standard feature on ProVia’s Swinging Patio DoorsProVia’s Field Service department would do the service and would determine if the entire Patio Door units needs replaced or if it is a field fix that replaces the Invent Retractable screen with the standard sliding patio screen[redacted] Director of Customer Service
Stated below is ProVia’s response to the Revdex.com complaint filed by [redacted] regarding a Legacy Steel French Entry Door unit purchased and installed in through [redacted] The unit in question was manufactured by ProVia and our records indicate the following timeline of events: An order was placed in March of for a French door unitThe unit was comprised of a (full glass) Legacy textured steel outswing French Entry Door unitThe completed unit was delivered to [redacted] ** March 24, A service request was placed by [redacted] to ProVia on 5/26/The request stated that the active slab was warped, and a new slab was orderedReordered slab was delivered to [redacted] *** [redacted] n June 17, 8/20/(Sunday) – [redacted] emailed ProVia consumer service department stating that his door was not able to be locked and needed adjustmentsHe was having some difficulty working with the ***, and the replacement door slab didn’t resolve the issueHe requested the door to be fixed or [redacted] *ould come and remove it and refund him his money8/21/17- ProVia replied to [redacted] ***t to notify him that our Account Manager would reach out to [redacted] and relay his message to ProVia [redacted] for ProVia, emailed [redacted] on this date with information on troubleshooting the unit, as well as offers to help resolve this issue9/22/17- A service request was placed by [redacted] for new a frame and casingReordered components were manufactured and delivered to [redacted] on 10/11/ProVia has no record of any further communication on this issue from either [redacted] ***t after the last reordered components were delivered In summary, the complaint by [redacted] ***t is that his unit does not operate correctly because he has difficulty operating the locks, and it is believed this issue is caused by alignment of the frame and slabs in the opening [redacted] ***p[redacted] ** will need to be involved in any resolution of the problem, since they completed the original sale and installation, and it is unknown to ProVia if the additional parts were ever installedProVia’s Regional Director of Sales will work with [redacted] *orporate office to work toward resolution to the satisfaction of [redacted] *** to this complaint
Stated below is ProVia’s response to the Revdex.com complaint filed by [redacted] in reference tovinyl windows purchased by a contractor selected by [redacted] in through [redacted] (now [redacted] *** manufactured by ProViaOur records indicate thefollowing timeline of issues:• An order was placed in September of comprised of model Integra vinyldouble hung windows by our authorized distributor, R [redacted] ProVia receivedand proofed the order and began production on the order 9/28/The productswere manufactured and delivered to the dealer on 10/8/2015.• A service request was placed by [redacted] (formerly R [redacted] ) on4/21/The request stated that the homeowner complained of air leaking thru at tiltlatch sash meeting point and vent locks on all double hung windowsThe accountmanager placing the request noted that he spoke to the homeowner regarding possiblesolutions, and stated that her home was positioned on a hill, across an open field, sohigher winds may still be felt.• On 4/24/17, the field service manager called to schedule an appointment on 5/8/2017,and the homeowner stated that she lived in a wind tunnel, and wanted the bestwindowsField service manager explained limitations, and said we will see if we canimprove.• On 5/8/2017, the service technician completed the scheduled workThe service logsindicate that night latches were removed, and the fiberglass insulation was pushed inabove and below the hollow chamberThe tech removed and installed new weatherstrip pads on the bottom sashes at meeting rails, and on of the taller windows, thetop sash style rails were hour glassed, and those were tapped out to correct the issue.The tech noted that he could feel air prior to service, but once work was completed, noair could be felt.In summary, the complaint by [redacted] indicates she is completely dissatisfied withthe products she purchasedThe Integra Windows were discontinued in September of 2015and replaced with a new line of vinyl windowsBased on the existing field service andreports from the homeowner, [redacted] r of Sales called and spoke toconsumer [redacted] on 1/26/18, and offered to replace all of her Integra Vinylwindows with ProVia’s best line of Vinyl windows, the Endure seriesProVia offered toreplace the products at no charge based on the information provided by the customer andour recordsWe believe this will bring resolution to the complaint
[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the? response made by the business in reference to complaint I [redacted] , 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 resolvedI ? will only say this is resolved if the front door isn't continuing to have issues and with the installation of the front storm door, ? to be determined if its adequate to perform as it should? As forthe backdoor it was swapped 03/02/and will give some time to determine if no issues arise with the doorThank you,? Regards, [redacted]
Here is ProVia’s response to this Revdex.com complaint filed by [redacted] in reference to a French Entry Door unit manufactured by ProViaOur records indicate the following timeline on this issue· An order for a French door set, comprised of ProVia’s Heritage textured fiberglass doors in a 350EMZ model, was placed by our authorized dealer on 7/2/ProVia received and proofed the order, then placed it into manufacturing on 7/Unit was produced and delivered to ProVia’s dealer on 7/19/· On 1/13/a call was received by ProVia’s customer service from [redacted] r stating he is having frost on the interior on the bottom hinge and the astragal of the unit(Astragal is an aluminum piece that is attached to the inactive slab of a French door unit and the active slab latches and locks into it)Check was made with ProVia Engineering and they stated the cause is from the cold outdoor temperatures relative to high humidity inside the home· On 2/14/the dealer reordered bottom sweeps for the door slabs because they were torn, q-lon weather-stripping for the entire unit because existing was twisted and torn and some non-warranty casing trim was ordered as wellItems were delivered to the dealer on 2/· On 6/12/dealer ordered a replacement astragal stating the consumer damaged the original (dealer’s statement, not ProVia’s)Part was delivered to the dealer on 6/17/· On 1/28/a call was received by customer service regarding ongoing poor performance of the French door unitThis request was forwarded to ProVia’s Account Manager in this area so an onsite inspection of this unit could be scheduled· [redacted] r called again on 1/29/and talked to Customer Service Team Leader to have an official complaint logged that the dealer and ProVia were not fixing the problems with his French door unit as requestedHe stated that he still has frost on the interior of the astragal and daylight is visible through it as wellThe Account Manager was contacted again and he was setting up an appointment for him and the dealer to go to the [redacted] home and inspect the unit so a determination for resolution could be made· On 2/8/ProVia’s Account Manager placed a reorder to have the French door unit replaced in its entirety because of the problems [redacted] was havingThe unit has been manufactured and delivered to the dealer on 2/25/· The dealer will be performing the removal of the original unit and reinstallation of the new replacement unitIn summary, the last bullet indicates that the entire unit is being replaced and this should help alleviate the problems outlined in the complaintOngoing performance of the unit will be the ultimate determining factor [redacted] Director of Customer Service
Here is ProVia’s response to this Revdex.com complaint filed by *** *** in reference to problems with a front door and a back door manufactured by ProViaOur records indicate the following timeline on this issue.• Order received on 3-28-from dealer for a model 110, 20-gauge smooth steel
entry door painted Mountain Berry Red in a custom sized height and tagged as front doorUnit was manufactured and delivered to dealer on 4-8-2016. o On 1-6-a new weather-strip set was reordered by the dealer.o On 2-22-a model Spectrum Storm door, painted Mountain Berry Red was ordered by dealer to be placed over the front door.• Order received on 10-12-from dealer for a model 430, 20-gauge smooth steel entry door painted Mountain Berry Red in a custom height and tagged as back doorUnit was manufactured and delivered to dealer on 11-4-2016.o On 2-7-ProVia’s Account Manager reordered the door slab itself because the existing slab was dragging on the threshold and margin at the top was deemed to be more than allowed toleranceSlab was manufactured and delivered to the dealer on 2-17-2107.This outlines the timeline of the doors that are identified in this complaint based on the interaction ProVia has noted between ProVia, the dealer and ProVia’s Account ManagerThere is additional activity that transpired which we want to identify as well as this is what brought the initial complaint to the attention of ProVia’s Customer Service department. On 1-31-ProVia received an email from *** ***y through our website stating “I have many issues with my front door due to cold air coming thru the door in multiple areas and functionality of it opening and closing properly, please HELP”Message was responded to and ProVia’s Account Manager was notified of this requestThe Account Manager and the Installer (not a ProVia employee) did follow up by an onsite inspection of the door on 2-17-to check to see what the problems were. Their findings were that the front door appeared to be in excellent working order, the installation done very well and they were unable to validate the complaint on cold air coming through the doorTheir recommendation after the inspection was to add a storm door over the unit to reduce, or eliminate this cold air complaint as it would provide an additional layer of protectionOn this same visit, they were asked to inspect the back door as well and they determined that slab was hung too low in the frame which was causing the slab to rub on the threshold making it very difficult to operateThey determined a new slab would need to be reordered to replace the existing one and that should resolve this problem.The storm door was ordered on 2-23-and is in process of being manufactured and is scheduled to deliver to the dealer on 3-10-The slab for the back door was reordered on 2-7-and was delivered to the dealer on 2-17-These are the products which have been reordered to satisfy the complaint by *** ***
Initially Dealer and ProVia’s Account Manager had placed the order for the storm door with a charge appliedProVia subsequently removed the monetary amount from the order once we learned of the issue and subsequent recommendation and we will be providing the storm door to this job at no cost to the consumerThe dealer will be replacing the back-door slab and installing the storm door over the front door once they receive the storm door, also at no additional cost to the *** ***We believe these steps will bring resolution to this complaint.*** ***Director of Customer Service
RE: ** *** *** ***e complaint response # ProVia’s response to the rejection of ProVia’s proposed resolution to this complaint is as followsOur initial offer was “ProVia proposes to have the Invent Retractable screen replaced with the standard sliding patio door screen that is offered as a standard feature on ProVia’s Swinging Patio DoorsProVia’s Field Service department would do the service and would determine if the entire Patio Door units needs replaced or if it is a field fix that replaces the Invent Retractable screen with the standard sliding patio screen.” The request in the rejection of this offer was that a complete new patio door and our best screening door suited for the patio door be included should be offeredProVia will remove the portion of the initial offer concerning a replacement of the screen onlyOur offer will be to completely replace the existing patio door with a new one that includes our standard patio sliding screen The portion of the resolution requesting a price adjustment needs to be negotiated back through the dealer, A** *** *** *** *** purchased this unit through this dealer and is their customerProVia is willing to discuss this request with the dealer and any concessions agreed upon would be made to *** *** *** who in turn would be responsible for concessions to their customer, *** *** *** *** Director of Customer Service
Revdex.com:
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,
*** *** Unable to view or open docx files
RE: ** *** *** ***e complaint response # ProVia’s response to the rejection of ProVia’s proposed resolution to this complaint is as followsOur initial offer was “ProVia proposes to have the Invent Retractable screen replaced with the standard sliding patio door screen that is offered as a standard feature on ProVia’s Swinging Patio DoorsProVia’s Field Service department would do the service and would determine if the entire Patio Door units needs replaced or if it is a field fix that replaces the Invent Retractable screen with the standard sliding patio screen.” The request in the rejection of this offer was that a complete new patio door and our best screening door suited for the patio door be included should be offeredProVia will remove the portion of the initial offer concerning a replacement of the screen onlyOur offer will be to completely replace the existing patio door with a new one that includes our standard patio sliding screen The portion of the resolution requesting a price adjustment needs to be negotiated back through the dealer, A** *** *** *** *** purchased this unit through this dealer and is their customerProVia is willing to discuss this request with the dealer and any concessions agreed upon would be made to *** *** *** who in turn would be responsible for concessions to their customer, *** *** *** *** Director of Customer Service
Revdex.com:
I have reviewed the response made by ProVia in reference to complaint ** ***, and find that this resolution would be satisfactory to meI just want the door to open and close and be able to LOCK IT without all of the nonsense I have had to put up with in the past. After reading the response from ProVia, it is evident to me that *** *** *** DID NOT keep the manufacturer informed or up to date on all of the problems and issues I experienced. Such as the extra door that was ordered that they installed to replace the original door. (I knew that was not the problem; but I have to go with along with *** and it did not solve the problem). Next thing ProVia was unaware of was the multiple times *** from *** was sent up here to adjust the door...and on going problem. And several times AFTER I would call in for them to come out and have them adjust the door...I would call the following week and 'Well, we'll try to get out there next week'...was the common response I got on more than one occasionAnd in the mean time, I would have to put up with a door that I could not dead bolt, or it would drag when you open and close it. It's kinda like the old proverb...sometimes where you stand, depends upon where you were forced to sit. One thing I do disagree with ProVia's reply was the email reply I received from them stated their representative would be in touch with meThat never happened. I can understand they would want to touch base with the seller and installer of their door...but what about a courtesy call saying they are aware of the issue and they will be getting with the seller and installer to rectify the problem and solve the issues I am experiencing with their doorOr to follow up with me via email or by phone to see if the problems/issues were corrected. That never happened either. Keeping a customer informed is not hard or difficultI think anyone could see why my pot boiled over with them.For NOW, I will wait until ProVia follows up with *** to make this problem go away. if the problem goes away...I will be happy. All I want is for the door to open and close and be able to dead bolt the lock. Is that too much to ask? I do need to add that *** came out Monday, March 5, and I was still out of townHowever, he told my wife that the REASON we could not lock the dead bolt was there was a 3/inch screw in the square metal latch where the dead bolt went into to be locked. *** *aid, the screw was too short and that allowed the mechanism on the stationary door to move preventing us the ability to lock the dead boltHe took out the short screw and installed a screw that was 1/inches long that would anchor deeper into the doorIt is locking fine now...but it always does after they come out and fiddle with it. I will know by the end of days, whether or not this was the 'fix' it needed....based on the doors previous track record of being problematic. Thank YOU Revdex.com for your assistance and prompt reply from the BBC and ProVia.
Regards,
*** ***
To whom it may concern. This is ProVia LLC’s (ProVia) response to Revdex.com concern *** The windows identified in the complaint were manufactured by *** *** which has subsequently changed its name to ProViaIn the warranty provided with the windows in 2002, the manufacturer is
identified as *** ***ProVia’s warranty provides lifetime coverage for glass breakage as stated in the following excerptGLASS BREAKAGE - LIFETIME*** further warrants the glass in its units against breakage as follows: (1) If the glass in a properly registered and warranty covered unit breaks as the result of a manufacturing defect; (2) In the event of an accident in the home that is not covered by insurance or is of an amount that is within the insurance policy deductible, Sugarcreek will replace the glass free of charge, for as long as the original homeowner owns and lives in the home in which it was originally installed.The actions taken by ProVia to replace the glass broken by the wind-borne umbrella, correspond to what is committed to in our warranty as stated in the following excerpt.WARRANTY CONDITIONSThe manufacturer will ship the replacement product or part to the nearest authorized dealer and the purchaser must pay for any and all labor necessary to install such product or part and for the transportation from the nearest authorized dealer to his/her residence.In regards to the broken components that the homeowner did not replace, it’s possible that this will lead to further damage and even injury in the futureProVia recommends to the homeowner to reconsider having these components replaced.Included with this response are:Timeline of windows since purchase by *** ***Emails supporting the established timeline throughout the processVinyl Window Warranty (copy) In summary, ProVia manufactured a replacement sash at no charge to *** *** or *** *** *** warranty replacementThe charges referenced by *** *** were provided as one of two options to *** *** by Dealer the sash was shipped toThe second option was that he could pick up the sash at their location at no cost whatsoever to *** ***ProVia fulfilled its role in the warranty claim process completely and the Dealer provided legitimate optionsIn conclusion, ProVia’s resolution to the broken glass is exactly what we commit to in our warranty. The fact that the homeowner decided not to accept this as an acceptable resolution does not mean ProVia is entitled to compensate the homeowner for the alternative they decided on*** *** VP of Customer Experience
Here is ProVia’s response to this Revdex.com complaint filed by *** *** in reference to problems with a front door and a back door manufactured by ProViaOur records indicate the following timeline on this issue.• Order received on 3-28-from dealer for a model 110, 20-gauge smooth steel
entry door painted Mountain Berry Red in a custom sized height and tagged as front doorUnit was manufactured and delivered to dealer on 4-8-2016. o On 1-6-a new weather-strip set was reordered by the dealer.o On 2-22-a model Spectrum Storm door, painted Mountain Berry Red was ordered by dealer to be placed over the front door.• Order received on 10-12-from dealer for a model 430, 20-gauge smooth steel entry door painted Mountain Berry Red in a custom height and tagged as back doorUnit was manufactured and delivered to dealer on 11-4-2016.o On 2-7-ProVia’s Account Manager reordered the door slab itself because the existing slab was dragging on the threshold and margin at the top was deemed to be more than allowed toleranceSlab was manufactured and delivered to the dealer on 2-17-2107.This outlines the timeline of the doors that are identified in this complaint based on the interaction ProVia has noted between ProVia, the dealer and ProVia’s Account ManagerThere is additional activity that transpired which we want to identify as well as this is what brought the initial complaint to the attention of ProVia’s Customer Service department. On 1-31-ProVia received an email from *** ***y through our website stating “I have many issues with my front door due to cold air coming thru the door in multiple areas and functionality of it opening and closing properly, please HELP”Message was responded to and ProVia’s Account Manager was notified of this requestThe Account Manager and the Installer (not a ProVia employee) did follow up by an onsite inspection of the door on 2-17-to check to see what the problems were. Their findings were that the front door appeared to be in excellent working order, the installation done very well and they were unable to validate the complaint on cold air coming through the doorTheir recommendation after the inspection was to add a storm door over the unit to reduce, or eliminate this cold air complaint as it would provide an additional layer of protectionOn this same visit, they were asked to inspect the back door as well and they determined that slab was hung too low in the frame which was causing the slab to rub on the threshold making it very difficult to operateThey determined a new slab would need to be reordered to replace the existing one and that should resolve this problem.The storm door was ordered on 2-23-and is in process of being manufactured and is scheduled to deliver to the dealer on 3-10-The slab for the back door was reordered on 2-7-and was delivered to the dealer on 2-17-These are the products which have been reordered to satisfy the complaint by *** ***
Initially Dealer and ProVia’s Account Manager had placed the order for the storm door with a charge appliedProVia subsequently removed the monetary amount from the order once we learned of the issue and subsequent recommendation and we will be providing the storm door to this job at no cost to the consumerThe dealer will be replacing the back-door slab and installing the storm door over the front door once they receive the storm door, also at no additional cost to the *** ***We believe these steps will bring resolution to this complaint.*** ***Director of Customer Service
Stated below is ProVia’s response to the Revdex.com complaint filed by *** *** in reference tovinyl windows purchased by a contractor selected by *** *** in through *** *** (now *** *** *** *** manufactured by ProViaOur records indicate thefollowing timeline
of issues:• An order was placed in September of comprised of model Integra vinyldouble hung windows by our authorized distributor, R*** ** ***ProVia receivedand proofed the order and began production on the order 9/28/The productswere manufactured and delivered to the dealer on 10/8/2015.• A service request was placed by *** *** *** (formerly R*** ** ***) on4/21/The request stated that the homeowner complained of air leaking thru at tiltlatch sash meeting point and vent locks on all double hung windowsThe accountmanager placing the request noted that he spoke to the homeowner regarding possiblesolutions, and stated that her home was positioned on a hill, across an open field, sohigher winds may still be felt.• On 4/24/17, the field service manager called to schedule an appointment on 5/8/2017,and the homeowner stated that she lived in a wind tunnel, and wanted the bestwindowsField service manager explained limitations, and said we will see if we canimprove.• On 5/8/2017, the service technician completed the scheduled workThe service logsindicate that night latches were removed, and the fiberglass insulation was pushed inabove and below the hollow chamberThe tech removed and installed new weatherstrip pads on the bottom sashes at meeting rails, and on of the taller windows, thetop sash style rails were hour glassed, and those were tapped out to correct the issue.The tech noted that he could feel air prior to service, but once work was completed, noair could be felt.In summary, the complaint by *** *** indicates she is completely dissatisfied withthe products she purchasedThe Integra Windows were discontinued in September of 2015and replaced with a new line of vinyl windowsBased on the existing field service andreports from the homeowner, *** *** ***r of Sales called and spoke toconsumer *** *** on 1/26/18, and offered to replace all of her Integra Vinylwindows with ProVia’s best line of Vinyl windows, the Endure seriesProVia offered toreplace the products at no charge based on the information provided by the customer andour recordsWe believe this will bring resolution to the complaint
Stated below is ProVia's response to the Revdex.com complaint filed by *** *** in reference to the vinyl sliding patio unit purchased by ** ** ** *** * *** on behalf of *** *** Our records indicate the following timeline of issues: An order was placed 7/17/with ProVia comprised of Endure
vinyl sliding patio door, model with *** multi-venting system by ** ** ** *** * ***ProVia received and proofed the order and began production on 7/21/2017.The order was completed and shipped on 8/8/2017On 1/5/2018, a warranty service order was entered for a new *** *atch system to replace the existing, which was not working properlyService was completed, and the unit was working correctly upon closure of the service report.On 6/7/a new warranty service request was entered for the same issue with the*** *atch systemThe possible solutions proposed by ProVia to ** ** ** *** * *** to a) install a new unit with a foot look rather than the *** *atch in order to ensure the issue is closed or b) install the newly-revamped *** *atch, and if a problem presents itself, a new unit with foot lock could be installed.On 6/11/2018, ** ** ** *** * *** communicated to ProVia that the homeowner had agreed to proceed with proposed solution b of having the newly-revamped *** *atch installedService will be scheduledIn summary, the complaint of *** *** indicates he is completely dissatisfied with the lock system in place and has accepted ProVia's offer to replace the lock with an updated locking systemAlso, an agreement has been reached between ProVia, ** ** ** *** * *** and *** *** that the entire door will be replaced with a foot lock in place of the *** *atch if there are problems with the *** *atch being installed as the solution to this complaintWe believe this should bring resolution to this complaint
Revdex.com:
I have reviewed the? response made by ProVia in reference to complaint ** ***, and find that this resolution would be satisfactory to meI just want the door to open and close and be able to LOCK IT without all of the nonsense I have had to put up with in the past.? After reading the response from ProVia, it is evident to me that *** *** *** DID NOT keep the manufacturer informed or up to date on all of the problems and issues I experienced.? Such as the extra door that was ordered that they installed to replace the original door.? (I knew that was not the problem; but I have to go with along with *** and it did not solve the problem).? ? Next thing ProVia was unaware of was the multiple times ***? from *** was sent up here to adjust the door...and on going problem.? And several times AFTER I would call in for them to come out and have them adjust the door...I would call the following week and 'Well, we'll try to get out there next week'...was the common response I got on more than one occasionAnd in the mean time, I would have to put up with a door that I could not dead bolt, or it would drag when you open and close it.? ? It's kinda like the old proverb...sometimes where you stand, depends upon where you were forced to sit.? One thing I do disagree with ProVia's reply was the email reply I received from them stated their representative would be in touch with meThat never happened.? I can understand they would want to touch base with the seller and installer of their door...but what about a courtesy call saying they are aware of the issue and they will be getting with the seller and installer to rectify the problem and solve the issues I am experiencing with their doorOr to follow up with me via email or by phone to see if the problems/issues were corrected.? That never happened either.? Keeping a customer informed is not hard or difficultI think anyone could see why my pot boiled over with them.For NOW, I will wait until ProVia follows up with *** to make this problem go away.? if the problem goes away...I will be happy.? All I want is for the door to open and close and be able to dead bolt the lock.? Is that too much to ask?? ? I do need to add that *** came out Monday, March 5, and I was still out of townHowever, he told my wife that the REASON we could not lock the dead bolt was there was a 3/inch screw in the square metal latch where the dead bolt went into to be locked.? *** *aid, the screw was too short and that allowed the mechanism on the stationary door to move preventing us the ability to lock the dead boltHe took out the short screw and installed a screw that was 1/inches long that would anchor deeper into the doorIt is locking fine now...but it always does after they come out and fiddle with it.? I will know by the end of days, whether or not this was the 'fix' it needed....based on the doors previous track record of being problematic.? Thank YOU Revdex.com for your assistance and prompt reply from the BBC and ProVia.? ?
Regards,
*** ***
My apologies for the tardy response to this complaintI missed some time from work due to an accident my wife had so I'm trying to catch upHere is ProVia’s response to this Revdex.com complaint filed b* *** *** in reference to an *** *** *** purchased with a Swinging Patio Door unit
manufactured by ProViaOur records indicate the following timeline on this issue.An order for a Swinging Patio Door unit, comprised of ProVia’s 20-Guage Smooth Steel doors in a 460BLR model with an Invent Retractable Screen, was placed by our authorized dealer on 10/2/ProVia received and proofed the order, then placed it into manufacturing on 10/Unit was produced and delivered to ProVia’s dealer on 12/10/2015.On 1/15/a service call was received by ProVia’s Field Service department stating that the Invent Screen wasn’t retracting properlyA new replacement Invent Screen was reordered and subsequently replaced by ProVia’s Field Service Technician on 1/26/On 3/14/the Field Service department reordered the top screen track for the Invent screenIt was indicated that it was damaged on the previous service call in JanuaryTrack was replaced by ProVia’s Field Service Technician.On 4/26/Field Service received another service requestOn prior service call, ProVia’s Field Service Technician indicated when the screen magnet was attached to the mull post it was wavyIt was also noted that an additional service was necessary to replace and then additional pop rivets would be added to eliminate the wavinessService was performed on 5/26/and Technician’s notes indicate the screen worked as designed after completion of the service.In summary, the complaint outlined by *** *** indicates dissatisfaction with the Invent Retractable screen and the unit itselfThe claims she states made by ProVia’s sales representative and the salesperson from the dealer can’t be substantiatedThe fact is that ProVia’s Swinging Patio Door system is designed to primarily accommodate a sliding screen in an aluminum frame that operates on a track along the top of the unitThis concept has been tremendously successful for many years without any major issuesThe unit purchased by *** *** was ordered with a retractable screen which is a frameless screen concept that rolls up into a cylinder when retractedWe have no idea why this option was selected when the unit was orderedConsumers have a love hate relationship with retractable screens throughout the industry, not just ProVia’sThe expectations versus the reality of the product can create frustration.ProVia proposes to have the Invent Retractable screen replaced with the standard sliding patio door screen that is offered as a standard feature on ProVia’s Swinging Patio DoorsProVia’s Field Service department would do the service and would determine if the entire Patio Door units needs replaced or if it is a field fix that replaces the Invent Retractable screen with the standard sliding patio screen.*** ***Director of Customer Service