Dallas, Texas

We utilized Dallas Energy Efficient Products to install a new $7,300 Provia door system. The door arrived damaged on the installer's trailer. We noticed this when the installer was hammering on the damaged area in an attempt to correct or minimize the damage. The installer had not bothered to examine the door before he picked it up at the deliver point, even though the exterior boxing had obvious damage and he stated that he had noticed the box damage!. The installer then wanted to leave the damaged doors at our home as he stated that taking them away in his open-bead trailer might cause more damage. This waisted two hours of our time. The doors remained at our home's garage for almost two weeks while the owner and the manufacturer debated over replacing and/or repairing the damaged doors. We were told the manufacturer would come out to inspect them from Provia. He never showed. We had to file a BBB claim at this point due to the concern that the company or the manufacaturer (Provia) would try to minimize its loss and 'repair' the damaged doors that the installer should never have signed off on at the freight delivery point due to the obvious box damage.

We wanted the doors replaced in their entirety, but opted to allow the expensive, custom glass inserts to be re-used as we were told this would result in only a two week turn around in getting our new doors delivered vs. four weeks if we wanted new glass manufactured. We were also insured that the new glass would NOT be installed with liquid silcone, as we did not trust the installer to put the new glass in properly, since he had never done it before on a Provia door. We were assured by the Provia representative, Andy that no liquid silicone would be used to install the new glass, as the trim would come with a seal already cured.

Four weeks later, not two weeks as we were told, the new doors were installed with the original glass. The glass had been swapped out by the installer, and liquid silicone residue was evident on the trim and glass!

The installer was observed during every aspect of the installation and did NOT use a plumb line or level at any time to install the frame, even though he was told we had an older home which had piers installed to correct our foundation problems.

The double doors were installed in their pre-hung frame NOT level at the base or along the sides, resulting in these beautiful doors looking like they are leaning to one side. When we called the owner, Mr. Gregg Graham, he was upset that we would complain and blamed the door problem on, you guessed it, our foundation and 'allowable' tolerances. He would not explain why his installer did not use a plumb line or level to install the doors, even though this is apparently common practice when doing a professional install. His installer did come back out to 'adjust' the door. This adjustment resulted in the installer making one door lower than the other, and one of the hinges groaning and creaking very loudly. When we contacted our sales representative Rob about this problem, Mr. Graham actually replied to us and became both insulting and retaliatory in his response. He also refused to come out out to inspect the problem or offer any solutions.

We will be utilizing a master carpenter to rehang the door system, and suing Mr. Graham's company, Dallas Energy Efficient Products, for the cost to install the door plumb.

Review about: Provia Double Door System.

Review #269529 is a subjective opinion of a user.

Reason of Review / Monetary Loss Not specified / $7
Preferred solution Not specified

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ProVia stands by its products and customer service and takes every consumer complaint seriously. In most cases, the contractors, dealers or distributors who work directly with the homeowner are able to manage these issues themselves by working with ProVia’s customer service team. Consumers are invited to view ProVia’s consumer complaints policy at http://www.proviaproducts.com/provia-product-complaints to find out the best way to pursue any product claims.
Gregg Graham
First of all any person who is filing an honest legitimate complaint is not going to file it anonymously. The complainer is actually John Safranek, the owner of BestFix Watch Company. Actually, if you were to get onto his company website, you will see that he had clearly demanded that any of his customers first contact him and then allow him two weeks to respond to their concerns. Sound reasonable? The answer will be a resounding "Yes" if Mr. John Safranek, Owner of BestFix Watch, is willing to hold himself to the same standard that he held everyone he does business with.

While it was true that the door he ordered arrived damaged in shipment (an unforeseen problem that sometimes happen), the installer did not install the damaged door. Because the door is over 400 pounds and usually well packaged before shipment, it is uncustomary for the installer to unwrap the door until he gets to the installation site. Even though the installer did see a small *** on the wrapped box, this type of *** usually were superficial (i.e., on the box and not the well-insulated door). The installer only left the door at Mr. Safranek's garage with Mr. Safranek’s permission because they did not want to be accused of having done further damage to the 400 pound door until the representative from Provia could inspect it. Later, Mr. Safranek changed his mind. He decided to disallow the Provia representative inspect the damaged door. Instead, he demanded for the door to be completely
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to Gregg Graham Dallas, Texas, United States #1204951
Be careful when dealing with John Safranek. He is gun nut who is always having problems with his neighbors. He also is very unstable and will obsess about any percieved slight or person who he thinks has wronged him.
He is also fond of using an alias persona or commenting anonymously about persons or businesses. I pity the person who has the misfortune of having to deal with him in any capacity.

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