Stated below is ProVia’s response to the Revdex.com complaint filed by *** * *** regarding a Legacy Steel French Entry Door unit purchased and installed in through *** *** *** *** ** ***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 *** *** *** ** *** **? March 24, A service request was placed by *** to ProVia on 5/26/The request stated that the active slab was warped, and a new slab was orderedReordered slab was delivered to *** *** ***? *** n June 17, 8/20/(Sunday) ??" *** *** 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 *** *** *** *ould come and remove it and refund him his money8/21/17- ProVia replied to *** ***t to notify him that our Account Manager would reach out to *** and relay his message to ProVia*** *** *** *** for ProVia, emailed *** *** *** *** on this date with information on troubleshooting the unit, as well as offers to help resolve this issue 9/22/17- A service request was placed by *** *** *** for new a frame and casingReordered components were manufactured and delivered to *** *** *** *** on 10/11/ProVia has no record of any further communication on this issue from either *** *** *** ** *** ***t after the last reordered components were delivered ? In summary, the complaint by *** *** ***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* ***p.* *** **? 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 *** *** *** *orporate office to work toward resolution to the satisfaction of *** ***? to this 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* ***, 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,
*** ***
[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 resolved. I 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 03/02/2017 and will give some time to determine if no issues arise with the door. Thank 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 ProVia. Our 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 7/2/2013. ProVia received and proofed the order, then placed it into manufacturing on 7/2. Unit was produced and delivered to ProVia’s dealer on 7/19/2013. · On 1/13/2014 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 2/14/2014 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 well. Items were delivered to the dealer on 2/28. · On 6/12/2014 dealer ordered a replacement astragal stating the consumer damaged the original (dealer’s statement, not ProVia’s). Part was delivered to the dealer on 6/17/14. · On 1/28/2016 a call was received by customer service regarding ongoing poor performance of the French door unit. This 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 1/29/2016 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 requested. He stated that he still has frost on the interior of the astragal and daylight is visible through it as well. The 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 2/8/2016 ProVia’s Account Manager placed a reorder to have the French door unit replaced in its entirety because of the problems [redacted] was having. The unit has been manufactured and delivered to the dealer on 2/25/2016. · The dealer will be performing the removal of the original unit and reinstallation of the new replacement unit. In summary, the last bullet indicates that the entire unit is being replaced and this should help alleviate the problems outlined in the complaint. Ongoing performance of the unit will be the ultimate determining factor. [redacted] Director of Customer Service
My apologies for the tardy response to this complaint. I missed some time from work due to an accident my wife had so I'm trying to catch up. Here 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 ProVia. Our 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 10/2/2015. ProVia received and proofed the order, then placed it into manufacturing on 10/5. Unit was produced and delivered to ProVia’s dealer on 12/10/2015.On 1/15/2016 a service call was received by ProVia’s Field Service department stating that the Invent Screen wasn’t retracting properly. A new replacement Invent Screen was reordered and subsequently replaced by ProVia’s Field Service Technician on 1/26/2016. On 3/14/2016 the Field Service department reordered the top screen track for the Invent screen. It was indicated that it was damaged on the previous service call in January. Track was replaced by ProVia’s Field Service Technician.On 4/26/2016 Field Service received another service request. On prior service call, ProVia’s Field Service Technician indicated when the screen magnet was attached to the mull post it was wavy. It was also noted that an additional service was necessary to replace and then additional pop rivets would be added to eliminate the waviness. Service was performed on 5/26/2016 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 itself. The claims she states made by ProVia’s sales representative and the salesperson from the dealer can’t be substantiated. The 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 unit. This concept has been tremendously successful for many years without any major issues. The unit purchased by [redacted] was ordered with a retractable screen which is a frameless screen concept that rolls up into a cylinder when retracted. We have no idea why this option was selected when the unit was ordered. Consumers have a love hate relationship with retractable screens throughout the industry, not just ProVia’s. The 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 Doors. ProVia’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 2016 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 2016 for a French door unit. The unit was comprised of a 460 (full glass) Legacy textured steel outswing French Entry Door unit. The completed unit was delivered to [redacted] March 24, 2016. A service request was placed by [redacted] to ProVia on 5/26/16. The request stated that the active slab was warped, and a new slab was ordered. Reordered slab was delivered to [redacted] n June 17, 2016. 8/20/17 (Sunday) – [redacted] emailed ProVia consumer service department stating that his door was not able to be locked and needed adjustments. He was having some difficulty working with the [redacted], and the replacement door slab didn’t resolve the issue. He requested the door to be fixed or [redacted]ould come and remove it and refund him his money. 8/21/17- 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 issue. 9/22/17- A service request was placed by [redacted] for new a frame and casing. Reordered components were manufactured and delivered to [redacted] on 10/11/17. 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 installed. ProVia’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 2015 through [redacted] (now [redacted] manufactured by ProVia. Our records indicate thefollowing timeline...
of issues:• An order was placed in September of 2015 comprised of 13 model 301 Integra vinyldouble hung windows by our authorized distributor, R[redacted]. ProVia receivedand proofed the order and began production on the order 9/28/2015. The productswere manufactured and delivered to the dealer on 10/8/2015.• A service request was placed by [redacted] (formerly R[redacted]) on4/21/2017. The request stated that the homeowner complained of air leaking thru at tiltlatch sash meeting point and vent locks on all 13 double hung windows. The 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 bestwindows. Field service manager explained limitations, and said we will see if we canimprove.• On 5/8/2017, the service technician completed the scheduled work. The service logsindicate that night latches were removed, and the fiberglass insulation was pushed inabove and below the hollow chamber. The tech removed and installed new weatherstrip pads on the bottom sashes at meeting rails, and on 10 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 purchased. The Integra Windows were discontinued in September of 2015and replaced with a new line of vinyl windows. Based 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 13 of her Integra Vinylwindows with ProVia’s best line of Vinyl windows, the Endure series. ProVia offered toreplace the products at no charge based on the information provided by the customer andour records. We believe this will bring resolution to the complaint.
Stated below is ProVia’s response to the Revdex.com complaint filed by *** * *** regarding a Legacy Steel French Entry Door unit purchased and installed in through *** *** *** *** ** ***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 *** *** *** ** *** **? March 24, A service request was placed by *** to ProVia on 5/26/The request stated that the active slab was warped, and a new slab was orderedReordered slab was delivered to *** *** ***? *** n June 17, 8/20/(Sunday) ??" *** *** 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 *** *** *** *ould come and remove it and refund him his money8/21/17- ProVia replied to *** ***t to notify him that our Account Manager would reach out to *** and relay his message to ProVia*** *** *** *** for ProVia, emailed *** *** *** *** on this date with information on troubleshooting the unit, as well as offers to help resolve this issue 9/22/17- A service request was placed by *** *** *** for new a frame and casingReordered components were manufactured and delivered to *** *** *** *** on 10/11/ProVia has no record of any further communication on this issue from either *** *** *** ** *** ***t after the last reordered components were delivered ? In summary, the complaint by *** *** ***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* ***p.* *** **? 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 *** *** *** *orporate office to work toward resolution to the satisfaction of *** ***? to this 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* ***, 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,
*** ***
[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 resolved. I 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 03/02/2017 and will give some time to determine if no issues arise with the door. Thank 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 ProVia. Our 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 7/2/2013. ProVia received and proofed the order, then placed it into manufacturing on 7/2. Unit was produced and delivered to ProVia’s dealer on 7/19/2013. · On 1/13/2014 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 2/14/2014 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 well. Items were delivered to the dealer on 2/28. · On 6/12/2014 dealer ordered a replacement astragal stating the consumer damaged the original (dealer’s statement, not ProVia’s). Part was delivered to the dealer on 6/17/14. · On 1/28/2016 a call was received by customer service regarding ongoing poor performance of the French door unit. This 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 1/29/2016 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 requested. He stated that he still has frost on the interior of the astragal and daylight is visible through it as well. The 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 2/8/2016 ProVia’s Account Manager placed a reorder to have the French door unit replaced in its entirety because of the problems [redacted] was having. The unit has been manufactured and delivered to the dealer on 2/25/2016. · The dealer will be performing the removal of the original unit and reinstallation of the new replacement unit. In summary, the last bullet indicates that the entire unit is being replaced and this should help alleviate the problems outlined in the complaint. Ongoing performance of the unit will be the ultimate determining factor. [redacted] Director of Customer Service
My apologies for the tardy response to this complaint. I missed some time from work due to an accident my wife had so I'm trying to catch up. Here 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 ProVia. Our 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 10/2/2015. ProVia received and proofed the order, then placed it into manufacturing on 10/5. Unit was produced and delivered to ProVia’s dealer on 12/10/2015.On 1/15/2016 a service call was received by ProVia’s Field Service department stating that the Invent Screen wasn’t retracting properly. A new replacement Invent Screen was reordered and subsequently replaced by ProVia’s Field Service Technician on 1/26/2016. On 3/14/2016 the Field Service department reordered the top screen track for the Invent screen. It was indicated that it was damaged on the previous service call in January. Track was replaced by ProVia’s Field Service Technician.On 4/26/2016 Field Service received another service request. On prior service call, ProVia’s Field Service Technician indicated when the screen magnet was attached to the mull post it was wavy. It was also noted that an additional service was necessary to replace and then additional pop rivets would be added to eliminate the waviness. Service was performed on 5/26/2016 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 itself. The claims she states made by ProVia’s sales representative and the salesperson from the dealer can’t be substantiated. The 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 unit. This concept has been tremendously successful for many years without any major issues. The unit purchased by [redacted] was ordered with a retractable screen which is a frameless screen concept that rolls up into a cylinder when retracted. We have no idea why this option was selected when the unit was ordered. Consumers have a love hate relationship with retractable screens throughout the industry, not just ProVia’s. The 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 Doors. ProVia’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 2016 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 2016 for a French door unit. The unit was comprised of a 460 (full glass) Legacy textured steel outswing French Entry Door unit. The completed unit was delivered to [redacted] March 24, 2016. A service request was placed by [redacted] to ProVia on 5/26/16. The request stated that the active slab was warped, and a new slab was ordered. Reordered slab was delivered to [redacted] n June 17, 2016. 8/20/17 (Sunday) – [redacted] emailed ProVia consumer service department stating that his door was not able to be locked and needed adjustments. He was having some difficulty working with the [redacted], and the replacement door slab didn’t resolve the issue. He requested the door to be fixed or [redacted]ould come and remove it and refund him his money. 8/21/17- 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 issue. 9/22/17- A service request was placed by [redacted] for new a frame and casing. Reordered components were manufactured and delivered to [redacted] on 10/11/17. 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 installed. ProVia’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 2015 through [redacted] (now [redacted] manufactured by ProVia. Our records indicate thefollowing timeline...
of issues:• An order was placed in September of 2015 comprised of 13 model 301 Integra vinyldouble hung windows by our authorized distributor, R[redacted]. ProVia receivedand proofed the order and began production on the order 9/28/2015. The productswere manufactured and delivered to the dealer on 10/8/2015.• A service request was placed by [redacted] (formerly R[redacted]) on4/21/2017. The request stated that the homeowner complained of air leaking thru at tiltlatch sash meeting point and vent locks on all 13 double hung windows. The 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 bestwindows. Field service manager explained limitations, and said we will see if we canimprove.• On 5/8/2017, the service technician completed the scheduled work. The service logsindicate that night latches were removed, and the fiberglass insulation was pushed inabove and below the hollow chamber. The tech removed and installed new weatherstrip pads on the bottom sashes at meeting rails, and on 10 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 purchased. The Integra Windows were discontinued in September of 2015and replaced with a new line of vinyl windows. Based 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 13 of her Integra Vinylwindows with ProVia’s best line of Vinyl windows, the Endure series. ProVia offered toreplace the products at no charge based on the information provided by the customer andour records. We believe this will bring resolution to the complaint.