Complaints

This profile includes complaints for ProVia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ProVia

  2150 State Route 39 Sugarcreek, OH 44681-9201

• 

  ProVia

  301 Industrial Park Rd Booneville, MS 38829-1411

• 

  ProVia

  1550 County Road 140 Sugarcreek, OH 44681-9204

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ProVia Embarq fiberglass door through a certified dealer with installation in November 2024.. Excellent installation. The door latch locking release mechanism does not work as intended. The door included clavos which were fastened by two-sided tape, not a nail or plug type installation. Less than a month, one fell off. Upon inspection and very little pressure, they all came off. ProVia's remedy was to stick them back on, but that only prolongs a problem that will occur eventually as the tape will deteriorate and fall off; and likely after the warranty has expired. The second issue is that the door is extra wide which would require an extra wide threshold weatherstripping. Rather than designing something specific for this width, they took a normal width weatherstripping and cut it in half to join with the other whole piece to make it the width of the door. The problem with this design is that the leading piece that is the one that was cut down started to separate from the door within days based on the hinge edge hitting the threshold and peeling it back. Clearly a design defect. ProVia's remedy through the dealer was to replace the door. A replacement door does not resolve the issue in that the door is sold not disclosing that two-sided tape was used nor was the threshold weatherstripping made to fit rather than designed for its purpose. ProVia should refund the dealer the cost of the clavos and discount the door for the design defect as a homeowner just can be removing and replacing doors when it is known defect. The door does not meet the quality described by ProVia.

  Business Response

  Date: 03/24/2025

  Hi Mr. *******, 

  Thank you for contacting ProVia. We’re sorry to learn of your dissatisfaction with the ProVia entry door you purchased. The Clavos on the door aren’t installed with nails, screws, or other fasteners in order to keep the fiberglass skin on the door from cracking or splitting. In reference to the door sweep indicated as threshold weatherstripping in the complaint, the vendor making these sweeps is not capable of manufacturing a sweep the width of this door slab. When ProVia designed the Embarq door unit, this was researched in detail with numerous vendors, all to no availability. The current set up has worked out very well, however, it appears to have been positioned slightly incorrectly causing the peeling.

  ProVia is actively working with the dealer the unit was purchased from, along with the contractor to arrive at a satisfactory resolution. Any financial considerations related to this situation will be handled solely between the dealer and ProVia.

  Thank you again for reaching out and giving us an opportunity to address your concerns.

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:

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

  Regards,

  ******* *******

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased windows and patio sliding doors from Provia that were delivered in February 2025. The total amount paid was 21,244.32 and were purchased through ********* ******** in Middlefield, OH. My framer installed the first slider door which is considered one of their "standard sized doors" and is a unit size of 70 7/8" x 79 1/2". He said I should take a look before installing the 2nd one because the clearance looked pretty short compared to other sliders they install. Upon measuring the clear opening of the slider, the measurement for someone to walk through the door only gives a clearance of 72 15/16" which was confirmed by 2 Provia reps I spoke with that this is the case. So basically no person taller than approx. 6 feet tall can walk through this opening without ducking on a "standard sized" door. The problem is that this information was never relayed to me on what the clear opening is on their spec sheet of my purchase and no where to be found on their entire website. I went to 3 other window/door companies and all 3 displayed this info clearly and was easy to find within about 2-3 minutes on their website. And these other main competitors clear opening are all about 3-4 inches more for their same "standard patio door" which fits the same 72" x 80" rough opening. So I contacted the distrubutor ********** ********* in an attempt to return the 2 doors for a refund andd reorder doors that someone taller than 6' can walk through. I went back and forth with a Provia rep from their customer service and the rep that manages ********* and was told they would refund me 50% of the uninstalled, unopened door and 10% of the installed door but only if I purchase the new doors which would be roughly another 8K for me. The clear ommission of information for something that should be very apparent to the end user such as "how big of an opening do I have on these doors" should be included in sales literature just like 3 of their main competitors have.

  Business Response

  Date: 03/24/2025

  Hi Mr. ********** - Thank you for contacting ProVia. We apologize for the issues with your patio doors and understand your frustration. We will be working with ********* ******** to reach a satisfactory resolution and ********* ******** will be in touch with you to soon. Thank you!

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  . Buyer beware. Absolutely no support on what was supposed to be a custom window to match the existing window amount of glass. They have to use all this molding because the custom measured windows are actually stock windows and they fill it in with molding and insulation. we would’ve been better off keeping the previous sliding door & window because at least we could walk outside without tripping over the high step that we now have with this sliding door. Absolutely no help from The manufacturer Provia. This is not what we were sold or what we expected. All of the screens on the six windows we bought don’t move back-and-forth either. Extremely disappointing and a waste of our money. We could feel the cold air blowing From outside! ********* in Illinois ***************** -worst company ever to deal with. They were not honest when they sold us the Provia CUSTOM product as we were very specific about the amount of window space that we needed to have. We gave Provia an opportunity to fix the situation and they’ve done nothing. When we spoke with a customer service at Proia, she said all their windows are custom-made. I have pictures to show that there’s big gap in the patio sliding door.. these windows and sliding door that they put in have less glass than the previous windows and do not match the rest of the condominium building as required. We were very detailed when we ordered from the saying that we wanted to have at least the same amount of glass that we currently had in more if possible. We made a point of telling them we didn’t want a lot of molding around our windows and doors as that would make everything look smaller, which it does.. the screen do not move back-and-forth the windows stick and even the architect said it’s a hazard to walk over the stoop of the door entry because too high. They charged my credit card the balance without our authorization, even though we did not sign off and told them these were unacceptable. 

  The measurements that were taken for the windows and door were not taken correctly, which resulted in stock windows  which were supposed to be custom windows being placed in our home.
  We are senior citizens and hired a professional, however, they tried to scam us.  This is bad business as they ran our credit card for final balance of $5700 without authorization even though we told them throughout the installation that the windows were incorrect size.  Please help us!

  Customer Answer

  Date: 11/14/2024

  Hello,
  You have asked for additional information.
  The correct address is - **** ***** ***** ****** **** *** ******** ** *****
  
  The measurements that were taken for the windows and door were not taken correctly, which resulted in stock windows  which were supposed to be custom windows being placed in our home.
  We are senior citizens and hired a professional, however, they tried to scam us.  This is bad business as they ran our credit card for final balance of $5700 without authorization even though we told them throughout the installation that the windows were incorrect size.  Please help us!
  

  I am trying to send you pictures, but they say the file is too large. Do you have an email address?

  Business Response

  Date: 11/25/2024

  Hi ******* - 

  We're sorry to hear you're not satisfied with the products you ordered. ProVia is the manufacturer of custom, made-to-order windows and doors, and we produced the items as they were ordered from **** *****. Since we are not involved in the sales process, we are unaware of what was presented to you, the homeowner, at the time of the sale. 

  We have been in touch with ***** at **** ***** and see from email correspondence between you, that he has answered your questions and addressed your concerns regarding compliance of building codes, the village you reside in, and HOA requirements. Further concerns should also be directed to the ProVia dealer you purchased from, as we manufactured your windows and patio door based on what was ordered.

  Thank you

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 17, 2023 ****** ***** a subcontractor of Provia, installed a Deluxe Model **** One Lite Storm door. Shortly after installation we observed a strange foggy/hazy appearance to the glass. I reached out to the subcontractor ****** ***** and I was advised that they would reach out to Provia. Provia advised us that the glass needed to be cleaned with a mixture of water and 70% rubbing alcohol. I followed instructions but unfortunately, the glass was still foggy (not clear). It was especially bad when the sun/heat was on the storm door. I reported the issue again to ****** ***** and they ordered a replacement glass insert. The glass was installed but still the same problem. The glass was foggy/ hazy almost greasy when the sun hit the door. I reached out again and this time I was told that a tinted glass might help. The tinted glass was ordered and installed. A short while after installation and this glass also would fog up. On 09/14/2024 I once again reached out to ****** ***** and I was told that my case was assigned to a Provia field representative. I have had many back and forth conversations with the field rep however, to date no resolution. The representative said he would have to see the glass in person on a sunny day. Since September that has not happened. I did speak with the representative and I was told yet another glass replacement with tint was ordered. I was not even told that the glass was ordered. Furthermore, after 3 glass replacements I feel a better solution must be offered. It's been 2 years + dealing with this storm door glass issue. As a customer who paid just about $1,000 for the door this shouldn't be happening. I suggested to representative possibly trying a different storm door model. One without the removable glass to see if that would correct the issue. I have not received feedback on that suggestion. I know several people who have Provia storm doors but do not have this glass issue. I am hoping to get this issue resolved.

  Business Response

  Date: 10/23/2024

  Hi ******* -

  Thank you for reaching out and providing the details of what you've experienced so far. We apologize that this has been an ongoing issue for two years and understand how frustrating that is as a homeowner. We truly appreciate your patience and willingness to allow ProVia to work on a resolution for you. 

  Our Storm Door Customer Service Director has been in touch with the ProVia account manager in your area and will be reaching out to you soon to schedule a site visit for later this week or early next week. 

  Thank you again for your patience as we continue to try to make this situation right for you.

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although I understand that Provia is making the effort to assist I feel that ample time has already been allotted for a resolution. Also, an account manager has already been assigned to my case. I have had several phone conversations however, a visit to our home has not happened. I was contacted by the account manager back in September. Our most recent conversation was on October 4th advising me a new glass sash was ordered (our 3rd glass).  He asked if October 14th would be ok to bring the glass and inspect our storm door. I asked what time and no response from the account manager. In my opinion this is unacceptable customer service. I sent message asking if we were rescheduling our appointment and no response either.  On October 8th I sent additional photos of the foggy glass. I recieved a response " I's it still there"  I advised no.  The fog/haze appears with direct sunlight and heat.  I understand this is a difficult problem to replicate but a new glass sash I feel will not correct the problem. Especially during summer months when the storm door fogs up terribly. There has to be a more permanent solution. Again, I understand Provia is doing there best to assist but we have been dealing with this for 2 years.  I hope we can resolve this quickly because this has also become a customer service issue now as well. 

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

  Business Response

  Date: 12/02/2024

  Hi ******* - 

  We understand your frustration with this ongoing issue. We do appreciate your patience, though, and see that you decided to order a new style of door. Our customer service team put a rush request on this order and the new style door left our facility to your ProVia dealer on 11/25/2024. 

  We apologize for the inconvenience the original storm door has caused you and your family and we appreciate you giving us the opportunity to make this right for you. 

  Thank you!

  Customer Answer

  Date: 12/03/2024

  
  

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Also, please note,  I have received confirmation from the vendor ****** ***** that our storm storm has arrived and will be installed on December 13, 2024.  

  Regards,

  ******* *******

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/22/2024

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

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought bew windows that are lifetime warranty and manufacturer will not repair under warranty Windows won't slide to clean

  Business Response

  Date: 05/09/2024

  This started with *** ******** contacting Customer Service stating he was having issues with his windows. A Customer Service Rep and a Supervisor both tried to assist but unable to get any information on what the problem actually is. This complaint was filed at the same time and it has been turned over to ProVia's Account Manager who was contacting *** ******** to set up a day and time to make an onsite visit to inspect the windows with the issues. Once issue is identified and ProVia knows what components are needed to service the window(s), Warranty Service will be utilized to perform the service. These windows are 22 years old and still covered under warranty. ProVia has serviced windows in this home previously and will continue to do so as the warranty is intact. 

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Company responded but no further details about making the repairs. They say the windows are under warranty and they will make repairs.
  
  Regards,
  
  **** ******** **

  Business Response

  Date: 05/14/2024

  Provia is following up on our commitment to *** ********. The Account Manager visited *** ********** home last week and did a full evaluation on the windows. During the evaluation there were balancer issues identified.  *** ******** was made aware by our Account Manager at that time that Provia's Warranty Service Department will do the service on the windows.  Monday, April 13th our Warranty Service Department spoke to *** ******** to let him know that they will be taking care of it and the timeframe when that service would be done. 

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Update: ProVia repairman came to my house and did a partial repair on my windows but did not have all the parts to complete the job. The repairman said he would mail me the needed parts and I could easily install them myself . I have contacted ProVia Customer Service 2 times about this matter and they gave me the runaround without an answer on where my parts are or when they will be shipped. I'm tired of chasing them and playing games. I want my parts since they are needed to complete the repair job. I'm being kind by doing the work myself when the windows are lifetime warranty and should be completely repaired by their man.  Finish the Job
  
  Regards,
  
  **** ******** **

  Business Response

  Date: 07/12/2024

  We apologize for the delay in getting these parts sent to Mr. ******** and certainly appreciate his willingness to install them himself! The missing parts are being shipped via ***** to Mr. ******** and he should receive them next week. Again, we apologize for the delay and appreciate Mr. ********'s patience throughout this process. Thank you!

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/09/2024

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

• Initial Complaint

  Date:04/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/30/2024

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

  Customer Answer

  Date: 05/02/2024

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

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

  Business Response

  Date: 05/09/2024

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

  Customer Answer

  Date: 05/16/2024

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

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

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

  Business Response

  Date: 05/23/2024

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

  Customer Answer

  Date: 05/29/2024

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

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:

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

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

   

• Initial Complaint

  Date:03/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/28/2024

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

  Customer Answer

  Date: 04/04/2024

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

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

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

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

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

  Business Response

  Date: 04/10/2024

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

  Customer Answer

  Date: 04/17/2024

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

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

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

  Business Response

  Date: 04/24/2024

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

• Initial Complaint

  Date:01/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 01/25/2024

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

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

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