ProVia Consumer Complaint Policy

Providing excellent products and customer service is one of the Core Values of our company that all of our employees take to heart. Reviews and ratings we see or receive from our customers are very favorable (see below).

Although this does not happen frequently, ProVia takes very seriously any complaints it receives from consumers who have purchased ProVia doors or windows, Heartland Siding by ProVia vinyl siding or Heritage Stone by ProVia manufactured stone.

It is important to understand ProVia’s role in the sale and installation of your door, windows, vinyl siding or manufactured stone so that your complaint can be resolved in the most efficient way possible.

Being the manufacturer, ProVia does not sell its products directly to consumers nor do we install the products we sell; our products are sold through independent dealers and contractors who are hired by homeowners to perform their home renovation.

Although rare, complaints related to ProVia products typically fall into three categories: 1) Installation issue, 2) Incorrect product ordered or 3) Warranty requests. Here’s the best way to rectify these issues:

Installation Issue

  1. Read the warranty information for your product to see whether the problem you are experiencing is something directly covered by ProVia.
  2. Contact the contractor who installed your door, windows, siding or stone. Ask them to inspect the finished work and correct the installation issue.
  3. Contact the dealer or distributor (if this differs from the installing contractor) from whom the product was purchased for assistance in resolving your complaint.
  4. If, for some reason, your problem has not been corrected to your satisfaction, you may contact ProVia for assistance. When you contact ProVia, we ask you to have the following information to help us identify your order and troubleshoot your issue:
    1. Photos of the problem that you can e-mail to us
    2. Name of the dealer or distributor company from whom the product was purchased
    3. Name of the installing contractor company
    4. Address of the installation (your home address if the product was installed at your home)
    5. Time frame (month, year) when that purchase was made
    6. Description of the problem, including a product description with lot number or model number

Incorrect Product Ordered

Before your ProVia product is ordered, verify the written order with your contractor to be sure that the correct model, color or options have been included on the order. For color selections, be sure you have seen a physical color sample as brochure or website colors oftentimes do not match up with actual product colors (view video on color matching). If, once you’ve received your product and you discover an issue, please:

  1. Check carefully any written documentation of your purchase that describes the product you ordered to be sure that it matches what you received.
  2. If there is a discrepancy, contact the contractor and explain the issue to see if the product was incorrectly ordered.
  3. Contact the dealer or distributor (if this differs from the installing contractor) from whom the product was purchased for assistance in resolving your product complaint.
  4. If, for some reason, your problem has not been corrected to your satisfaction, you may contact ProVia for assistance. When you contact ProVia, we ask you to have the following information to help us identify your order and troubleshoot your issue:
    1. Photos of the problem that you can e-mail to us
    2. Name of the dealer or distributor company from whom the product was purchased
    3. Name of your installing contractor company
    4. Address of the installation (your home address if the product was installed at your home)
    5. Time frame (month, year) when that purchase was made
    6. Description of the discrepancy, please provide the product description, plus lot number or model number of the product you ordered.

Warranty Request

  1. Read the warranty information for your product to see whether the problem you are experiencing is something directly covered by ProVia.
  2. Contact the contractor who installed your door, windows, siding or stone. Ask them to inspect the product to determine whether a warranty claim should be filed.
  3. Contact the dealer or distributor (if this differs from the installing contractor) from whom the product was purchased for assistance in resolving your complaint.
  4. If, for some reason, your warranty request has not been handled to your satisfaction, you may contact ProVia for assistance. When you contact ProVia, we ask you to have the following information to help us identify your order and troubleshoot your issue:
    1. Photos of the problem that you can e-mail to us
    2. Name of the dealer or distributor company from whom the product was purchased
    3. Name of the installing contractor company
    4. Address of the installation (your home address if the product was installed at your home)
    5. Time frame (month, year) when that purchase was made
    6. Description of the product complaint, including a product description plus lot number or model number

ProVia makes every attempt to resolve consumer complaints in an expedient manner, oftentimes in as little as 24 hours to a week, depending on the product and required follow up. We also may e-mail you additional paperwork to fill out that will further assist us in troubleshooting your issue.

It is our goal to leave every homeowner satisfied with their ProVia purchase for many years to come.

ProVia has a great reputation for quality and customer service, which is confirmed by the ratings and reviews we see on various third-party sites:

ProVia Customer Service Contact Info:

Please visit our contact page.