Response to statement from Mr*** that initial response would not resolve his complaintProVia’s response is as follows: Following Mr***’s statement that he was in contact with ProVia for at least a month prior to initial complaint, we had our IT department go through the company’s history of emailsWe did locate an email thread of communication that started on 5/6/from Mr*** to ProVia’s general website email accountThe email was responded to on 5/as well by a representative of ProVia and there were a couple more back and forth on the 6thAfter that, additional email correspondence took place on 5/16, 5/and 6/A copy of this email correspondence is included with this response to make it a part of this complaint and subsequent response.Clarification of what was called out as a warranty repair request is The ProVia Consumer Complaint Policy that is available on ProVia’s websiteIt is included as a part of this response as wellStep by step procedures are defined on the documentIf gathered information is not provided to ProVia then it becomes a moot pointAs stated in our initial response, ProVia was not notified by his contractor or our authorized distributor of a warranty request at the time response was written.ProVia has no communication difficulties within its warranty service processesUntil notified of any type of a problem with any of our manufactured products, steps can’t be taken toward a resolutionThis holds true for all of ProVia’s authorized dealers and distributors as wellThey can’t request warranty parts and services if they aren’t made aware of an issueIncluded with this response is a copy of the email correspondence from Mr***’s contractor to ProVia’s distributor and subsequently sent to ProViaResponse time was prompt once received.ProVia provided the parts that were requested by Mr***’s contractor via email to ProVia’s authorized distributor (see email referenced in #3)ProVia was contacted on Wednesday, June 3rdThe requested parts were ordered promptly and delivered to our distributor on Tuesday, June 9thThe distributor informed ProVia that they notified the contractor that the parts he requested were thereProVia did a follow up email on Monday, June 15th to our distributor, Mr*** and his contractor to also let them know the ordered parts are at the distributor’s locationProVia has fully honored the terms of the product warranty of the Vinyl Patio Door once we were made aware of the issue and what components the contractor was requesting to take care of the problemNote: email addresses and some names have been blocked out on the attached email communications copies to protect the parties involvedWe feel the messages play a pertinent role in the response
This letter is being written in response to a complaint filed by [redacted] concerning a problem with a vinyl sliding patio door manufactured by ProVia. To lay out the parameters of our response; first we want to briefly overview ProVia's service process. We operate on a very simple product...
resolution process for issues that arise from the products that we manufacture. It's as simple as our dealer, contractor or consumer contacting either ProVia's Account Manager or Customer Service department and indicating what the problem is. Messages are logged onto the order that was generated to manufacture the product in question which creates a historical log of all information related to that order. Any subsequent parts orders, product reorders and/or returns are linked to this order as well. Once a resolution is established, necessary components are sent out promptly without any type of a delayed process of validating warranty registrations and the like. Our goal is always to have the end user taken care of promptly so their product performs as expected. We did locate the order that was placed for the 2-Lite Vinyl Patio Door ordered by an authorized distributor of ProVia's for their customer, who ordered it for Mr. [redacted]. Order was placed on 1/15/2015 and the completed unit delivered to ProVia's distributor on 2/3/2015. Since the time of delivery, ProVia has not had one form of contact from anyone from the distributor, their customer or Mr. [redacted] of any type relating to this product. Enclosed is an actual printout of the order and messages, with the monetary information blacked out, to show what has transpired with this door since it was ordered. The complaint further states that "He documented the defects per ProVia's procedure and submitted a warranty repair request the week of Mar. 15, 2015." This submitted warranty repair request was never received at ProVia in any form, including email, fax or general mail. We are also curious about the ProVia procedures being referred to since the vast majority of the warranty issues received are dealt with via phone calls. We also disagree with the statement that ProVia has simply chosen to ignore both Mr. [redacted] and the contractor for about 10 weeks based on the history of this order. ProVia is unable to respond with answers, parts, product replacement, etc. when there isn't notification that a problem exists. ProVia has successfully provided product service and support for many years in this manner and continues to do so. ProVia has never defaulted on the terms of product warranty and this situation isn't any different. In fact, handling warranty related issues based solely on phone calls, faxes or email without searching for warranty registrations goes completely against the statement of intent to default. ProVia's service is built on a relationship of trust with all of our authorized dealers and distributors without an array of policies, procedures and other bureaucratic steps to follow. ProVia's resolution to this complaint is for either the contractor or Mr. [redacted] to simply contact a member of our fully staffed Customer Service team at [redacted] between the hours of 8:00 —5:00. We will need the ProVia order number (#[redacted] in this case) and the exact nature of the problem and it will be taken care of. We have also enclosed a copy of the product warranty supplied with this vinyl patio door when purchased to reflect the coverage on the vinyl patio door.I am sending this email as a follow up to the response I emailed to you yesterday pertaining to ID #[redacted], complaint filed by [redacted]. ProVia received an email from our authorized distributor yesterday at 12:54 p.m. forwarding an email they received from their customer. This was sent to them yesterday as well at 12:49 p.m. and it was referencing the [redacted] patio door. The brief email went into a description of the problem and included photos.Customer Service processed the request promptly this morning and is sending a pair of tandem rollers and a sliding panel rail to resolve the issue. All of these are being sent at no charge on our truck leaving our facility on 6/8. The parts will be at our distributor’s location on 6/9 to be available for their customer to pick up and complete the service.As stated in my response yesterday, it is simply a matter of ProVia being contacted and the issue will be resolved promptly. We are not placing blame anywhere on the lengthy delay that transpired but ProVia has taken immediate steps to resolve the problem once notified. I needed this email to be a part of the response as well. We can also provide copies of the emails we received to validate the receive date if so desired.Please acknowledge receipt of this email.Thanks
Revdex.com:
I have reviewed the response made by ProVia in reference to complaint [redacted], and find that this resolution would be satisfactory to me. I 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 occasion. And 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 me. That 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 door. Or 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 difficult. I 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, 2018 and I was still out of town. However, he told my wife that the REASON we could not lock the dead bolt was there was a 3/8 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 bolt. He took out the short screw and installed a screw that was 3 1/2 inches long that would anchor deeper into the door. It is locking fine now...but it always does after they come out and fiddle with it. I will know by the end of 45 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The bottom line is this. Provia sold to me a product that was warranted against defects in workmanship and material. I never received a door free from defects. Provia simply relagates the cost and time of fixing defects to a third party.
Regards,
[redacted]
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
[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
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 [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.
Response to statement from Mr*** that initial response would not resolve his complaintProVia’s response is as follows: Following Mr***’s statement that he was in contact with ProVia for at least a month prior to initial complaint, we had our IT department go through the company’s history of emailsWe did locate an email thread of communication that started on 5/6/from Mr*** to ProVia’s general website email accountThe email was responded to on 5/as well by a representative of ProVia and there were a couple more back and forth on the 6thAfter that, additional email correspondence took place on 5/16, 5/and 6/A copy of this email correspondence is included with this response to make it a part of this complaint and subsequent response.Clarification of what was called out as a warranty repair request is The ProVia Consumer Complaint Policy that is available on ProVia’s websiteIt is included as a part of this response as wellStep by step procedures are defined on the documentIf gathered information is not provided to ProVia then it becomes a moot pointAs stated in our initial response, ProVia was not notified by his contractor or our authorized distributor of a warranty request at the time response was written.ProVia has no communication difficulties within its warranty service processesUntil notified of any type of a problem with any of our manufactured products, steps can’t be taken toward a resolutionThis holds true for all of ProVia’s authorized dealers and distributors as wellThey can’t request warranty parts and services if they aren’t made aware of an issueIncluded with this response is a copy of the email correspondence from Mr***’s contractor to ProVia’s distributor and subsequently sent to ProViaResponse time was prompt once received.ProVia provided the parts that were requested by Mr***’s contractor via email to ProVia’s authorized distributor (see email referenced in #3)ProVia was contacted on Wednesday, June 3rdThe requested parts were ordered promptly and delivered to our distributor on Tuesday, June 9thThe distributor informed ProVia that they notified the contractor that the parts he requested were thereProVia did a follow up email on Monday, June 15th to our distributor, Mr*** and his contractor to also let them know the ordered parts are at the distributor’s locationProVia has fully honored the terms of the product warranty of the Vinyl Patio Door once we were made aware of the issue and what components the contractor was requesting to take care of the problemNote: email addresses and some names have been blocked out on the attached email communications copies to protect the parties involvedWe feel the messages play a pertinent role in the response
This letter is being written in response to a complaint filed by [redacted] concerning a problem with a vinyl sliding patio door manufactured by ProVia. To lay out the parameters of our response; first we want to briefly overview ProVia's service process. We operate on a very simple product...
resolution process for issues that arise from the products that we manufacture. It's as simple as our dealer, contractor or consumer contacting either ProVia's Account Manager or Customer Service department and indicating what the problem is. Messages are logged onto the order that was generated to manufacture the product in question which creates a historical log of all information related to that order. Any subsequent parts orders, product reorders and/or returns are linked to this order as well. Once a resolution is established, necessary components are sent out promptly without any type of a delayed process of validating warranty registrations and the like. Our goal is always to have the end user taken care of promptly so their product performs as expected. We did locate the order that was placed for the 2-Lite Vinyl Patio Door ordered by an authorized distributor of ProVia's for their customer, who ordered it for Mr. [redacted]. Order was placed on 1/15/2015 and the completed unit delivered to ProVia's distributor on 2/3/2015. Since the time of delivery, ProVia has not had one form of contact from anyone from the distributor, their customer or Mr. [redacted] of any type relating to this product. Enclosed is an actual printout of the order and messages, with the monetary information blacked out, to show what has transpired with this door since it was ordered. The complaint further states that "He documented the defects per ProVia's procedure and submitted a warranty repair request the week of Mar. 15, 2015." This submitted warranty repair request was never received at ProVia in any form, including email, fax or general mail. We are also curious about the ProVia procedures being referred to since the vast majority of the warranty issues received are dealt with via phone calls. We also disagree with the statement that ProVia has simply chosen to ignore both Mr. [redacted] and the contractor for about 10 weeks based on the history of this order. ProVia is unable to respond with answers, parts, product replacement, etc. when there isn't notification that a problem exists. ProVia has successfully provided product service and support for many years in this manner and continues to do so. ProVia has never defaulted on the terms of product warranty and this situation isn't any different. In fact, handling warranty related issues based solely on phone calls, faxes or email without searching for warranty registrations goes completely against the statement of intent to default. ProVia's service is built on a relationship of trust with all of our authorized dealers and distributors without an array of policies, procedures and other bureaucratic steps to follow. ProVia's resolution to this complaint is for either the contractor or Mr. [redacted] to simply contact a member of our fully staffed Customer Service team at [redacted] between the hours of 8:00 —5:00. We will need the ProVia order number (#[redacted] in this case) and the exact nature of the problem and it will be taken care of. We have also enclosed a copy of the product warranty supplied with this vinyl patio door when purchased to reflect the coverage on the vinyl patio door.I am sending this email as a follow up to the response I emailed to you yesterday pertaining to ID #[redacted], complaint filed by [redacted]. ProVia received an email from our authorized distributor yesterday at 12:54 p.m. forwarding an email they received from their customer. This was sent to them yesterday as well at 12:49 p.m. and it was referencing the [redacted] patio door. The brief email went into a description of the problem and included photos.Customer Service processed the request promptly this morning and is sending a pair of tandem rollers and a sliding panel rail to resolve the issue. All of these are being sent at no charge on our truck leaving our facility on 6/8. The parts will be at our distributor’s location on 6/9 to be available for their customer to pick up and complete the service.As stated in my response yesterday, it is simply a matter of ProVia being contacted and the issue will be resolved promptly. We are not placing blame anywhere on the lengthy delay that transpired but ProVia has taken immediate steps to resolve the problem once notified. I needed this email to be a part of the response as well. We can also provide copies of the emails we received to validate the receive date if so desired.Please acknowledge receipt of this email.Thanks
Revdex.com:
I have reviewed the response made by ProVia in reference to complaint [redacted], and find that this resolution would be satisfactory to me. I 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 occasion. And 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 me. That 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 door. Or 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 difficult. I 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, 2018 and I was still out of town. However, he told my wife that the REASON we could not lock the dead bolt was there was a 3/8 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 bolt. He took out the short screw and installed a screw that was 3 1/2 inches long that would anchor deeper into the door. It is locking fine now...but it always does after they come out and fiddle with it. I will know by the end of 45 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The bottom line is this. Provia sold to me a product that was warranted against defects in workmanship and material. I never received a door free from defects. Provia simply relagates the cost and time of fixing defects to a third party.
Regards,
[redacted]
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
[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
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 [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.