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Complaint Details
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Initial Complaint
07/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband and I purchased a front door and sliding back door on 12/23/08 for $6139. These 2 items had lifetime warranty for parts. ****** the owner came out to our home in December 2021 to checkout the issue with our sliding back door. There is a problem with the door track causing functional issues. ****** confirmed the parts were covered under warranty and needed to be replaced since they were defective. He said the manufacturer representative would come out with him to checkout what needed to be done. There was no follow up with ******. I repeatedly called the office to speak to him and left multiple messages for a call back. No response from him. This has gone on repeatedly for weeks and now 7 months. I was informed by his employees, ****** (owner) could only respond to this issue.
Business response
07/21/2022
The Sales Representative from Provia and myself meet at the customers home on Monday 7/18/2022 and the representative is having the damaged part replaced and the service is being completed by Provia, the company that manufactured the patio door. The part has been ordered and the Provia customer service department has been in contact with the customer and is now waiting for the part to be delivered and to complete the repairs to the door. I will follow up with the customer to make sure all repairs have been completed from Provia.
Sincerely,
***** *******
Initial Complaint
03/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On June 3, 2021, I contracted with Kettering Overhead Door for a replacement window for a price of $863.00. The window was installed on September 16, 2021, a few days later we had a hard rainstorm and I noticed that my new window was leaking and it appeared to me that a piece of weatherstripping was missing, allowing water, air, and insects into the house. I called Kettering Overhead door 5 times over the next 7 weeks to get someone out to fix it. They finally sent someone out to look at it on November 11, 2021. The salesman said it was an easy fix, and he would call me when the part came in to schedule installation. They have made no attempt to contact me since November 11, 2021. It is now March 23, 2022, 6 months after installation, and my window still has a hole that lets in water, air, and insects. I contacted them on March 8, 2022 and was told the salesman was in a meeting and would call me as soon as he could. They have not returned my call. I want the missing weatherstripping installed to finally seal the window as it should have been completed six months ago.Business response
04/08/2022
Mr. ******** is correct in that there was a missing seal for his window. He is also correct in stating that we would call him when his part comes in. In this day and time we are presently in, we are told by our manufacture that all orders placed would take 10 to 20 weeks to get and this particular part was no exception to this time frame. We have just received the part and have left message with the customer to have the seal installed at his convenience. This is an unfortunate situation but we could not do anything until we received the part to complete the repair. We probably should have made contact with the customer on status of the ordered part but we typically do not do that, we wait until the part arrives and then contact the customer to install the part. We will be changing our procedures in the very short future.
***** *******
Customer response
04/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********
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3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.