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:08/28/2023

  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.

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

  Business Response

  Date: 09/04/2023

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

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

  Customer Answer

  Date: 09/06/2023

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

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

  Business Response

  Date: 09/16/2023

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

• Initial Complaint

  Date:07/11/2023

  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.

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

  Business Response

  Date: 07/12/2023

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

• Initial Complaint

  Date:07/06/2023

  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.

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

  Business Response

  Date: 07/07/2023

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

   

  Thank you

• Initial Complaint

  Date:06/16/2023

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

  Business Response

  Date: 06/19/2023

  Good afternoon,

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

   

  Thank you

• Initial Complaint

  Date:06/08/2023

  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.

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

  Business Response

  Date: 06/12/2023

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

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

• Initial Complaint

  Date:01/23/2023

  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.

  I had a company install a brand new Provia French door in my home. While they were putting it up we noticed that between the frame and the window it was defective and also the frame that was around the window was cracked. We also noticed scratches and other imperfections on the door. Provia sent a couple of reps to look at the door. The 1st rep who is no longer with them told them we need a new door and frame. Never heard from them. I called my company who installed the door said what’s going on they then called Provia again the flew another rep out because they said that they have no notation or records on previous rep. 2nd rep said let’s try to just take frame off and put new window. The window is sealed into the frame in which of its taken off separately it would not seal again. This has been going on now for 2 plus years back and forth. The installers have been back and forth with them saying it’s a new door defective and has life time warranty. They still won’t budge will only send parts. Please help with this situation reason y it took me this long to contact u was cause they kept me in limbo and covid happened. Tku

  Business Response

  Date: 01/26/2023

  Good afternoon,

   

  We have been in contact and are working with the dealer you purchased your French Entry Doors from and we have decided to send a replacement under warranty. We understand your frustration and hope the new doors will meet/exceed your expectations.  You will hear from the dealer you purchased your Entry doors from soon to schedule the install of the replacement units.   

   

  Thank you

• Initial Complaint

  Date:01/09/2023

  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.

  In Dec 2021, I spent about $20K having all old windows replaced with ProVia windows for my house. I found that ProVia windows has severe quality issue with air infiltration. In winter, one can see lights coming in through the gaps around weather strips on most of Provia's windows. I complained to the Manufacture ProVia. ProVia sent a technician to have all weather strips replaced for all windows. That did not help. In winter the gaps are still much visible, and one can feel breeze when one's hands or face is closer to the window. (In summer, the gaps will disappear, and one cannot feel the breeze). The installer MHX did an excellent job. The problem is a fundamental quality issue with ProVia's windows.

  Business Response

  Date: 01/11/2023

  This letter is in response to BBB complaint ******** filed by Ling ***** regarding an issue with vinyl
  windows manufactured by ProVia. On 3/7/22 a ProVia Warranty Service Tech serviced the windows
  and at that time the issue was considered resolved. We will work with the consumer to schedule
  another visit to evaluate the windows once more and determine next steps. Thank you for making
  us aware of these concerns.

  Customer Answer

  Date: 02/27/2023

  To BBB,
         Provia's response dated Feb 22, 2023 claims that no shimming was the cause of the air infiltration issue.  Such a claim is completely false.  The installer MHX has reconfirmed to me that shimming had been appropriately and sufficiently used during the window installation process for my house. Furthermore, MHX offers to come to my house to demonstrate that shims were indeed used in the presence of Provia representatives.  This will be an invasive process involving dismantling the windows (i.e., at least cutting open the moldings) and putting all parts back, thus there will be some labor and material cost associated with each window dismantled and re-installed.
  
          For the purpose of truth-discovery, I request to Provia that: (1) Provia representatives be present during the proposed demonstration by MHX, and (2) for fairness Provia pay all the labor and material cost if shims were found indeed used. Of course, the Installer should pay all the cost if shims were not found. 
  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/06/2023

  ProVia's response is attached.

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair 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.

  Had windows installed 10/11/22. 2 windows were found to be not sealed correctly by contractor on 10/13/22. We had to contact sales person to get anyone out to file warranty claim on the 2 windows that were sealed wrong someone came out 12/9/22 and we advised him now that it is cold that there was a draft at all the windows and moisture strips where windows meet and sliding glass door also…he advised us that windows were fine and the humidity must be high causing moisture. Now that it is cold we now have ice on the inside of the windows and door and cold air coming in. We have paid $9000 for “very good” windows and a sliding glass door…the door and windows that we had before the new ones were installed never did this. We want them to fix the problem or refund our money. We have been in contact with Provia and Matt *********** the sales rep and get nowhere. We hope you can help us this or give us guidance. Thank you….**** *** **** ***

  Business Response

  Date: 01/05/2023

  This letter is in response to BBB complaint ******** filed by **** *** regarding a problem with vinyl windows manufactured by ProVia. The concern was brought to the attention of ProVia personnel during prior visits, at which time humidity and condensation were discussed. I have attached a document on condensation, humidity and dew point temperature for review. Our After Sales Engineer will also be reaching out to Mr. *** to gather more information and discuss this in further detail. 

  Customer Answer

  Date: 01/09/2023

  [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.]

  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:05/24/2022

  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.

  On September 11, 2021. I put down a $10,000 deposit through a window contractor for 23 Provia’s Aeris collection windows. Order number *******. The total cost was $28,000 inclusive of install through the window contractor. I was quoted and install date of December. Which then became January and finally they were installed in March. The window installer claimed that Provia was the reason for delay. I accepted this given that there were many supply chain delays for most businesses. The issue came with install. In March two large casement bay windows arrived broken which created another 30day delay to have the glass replaced. After they were installed at the job site. A few days later is rained and water leaked into the sill of the two replacement windows. Of the 23 windows installed the two large casement bay windows that had been replaced were leaking. I reached out to the installer who informed that the reason was a lack of siding. Yet two windows installed directly next to the leaking windows showed no signs of water damage. I reached out to Provia to explain that I was concerned that there may be issues with the install causing the damage. They immediately sent a representative to investigate. On arrival he also sited a lack of siding as the issues and noted that the there was a manufacturing defect that resulted in dysfunctional closing of the casement windows Before he left he informed me that I would be updated on the having the windows repaired. He never reached out to me. Two weeks later I contacted him and asked for an update. He informed me that he had no update and did not know when the windows would be repaired. Now 30 days later there has still been no update or communication from Provia. During siding installation the installer noted that there was gap between the top of the window sills on both windows that allowed water to infiltrate. I reached out again with this update and provided pictures. Still no response from Provia.

  Business Response

  Date: 05/31/2022

  ProVia's response is attached.