ComplaintsforGravina's Window Center of Littleton

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2022 we had our windows and one sliding door replaced by *********. We love the ****** windows and doors. I am also pleased with 99% of the quality of the installation. The one issue I have is that I have 3 existing sliding doors that I wanted ********* to match. The 3 existing doors all have low profile thresholds and the new ******* door has a high profile threshold. Being a bit elderly we continue to trip over the threshold. I wrote a letter to ********* expressing this. On Jan 24th ********************* wrote back and said they would replace the frame but it would take a couple of months. After a couple of months and no frame I tried to contact *** but they/he ghosted us. Finally on April 24th *** wrote again and said they would replace the frame. Nothing happened. On May 10th *** wrote again saying frame on order. I have copy of all correspondence. Over $40,000.00 job and they lie about solving one problem. Please help.

  

  Business response

  09/07/2023

   

   

  On December 13, 2021, ****************** entered into an agreement with us to provide ****** replacement windows and a Slide French patio door.  The door specifications are clear and precise.  The issue is that ***************** wanted a low profile sill for the patio door.  ****** does provide a low profile sill but does not recommend this sill in snow or wind driven rain climates as they do not warrant against air and water infiltration. I believe the issue is that ****************** wanted a low profile sill but never communicated this to us.  He came to the showroom to see our patio doors on display and viewed the standard high performance ********************* offers on their doors. He made a comment that he hoped that his sill did not set as high as the sill in our showroom.  He was told that the showroom door **** was set on a wood plank that set on the concrete floor and his door would be set on the sub floor of the door opening and, thus, would not set nearly as high as the showroom door. We have our showroom set up so customers can see exactly what they are buying, and this is the case with ******************* He had the opportunity to view our patio doors and never requested a low profile sill.  As I mentioned, ****** does not recommend the use of low profile ***** in a climate such as ours.  

  Customer response

  09/07/2023

  When ********************* was bidding our project we asked for him to match our existing ****** sliding door which has a low profile threshold.  He said no problem.  Next, the door they installed is under a covered patio so a low profile threshold will perform under all circumstances.  Most important of all is that ********************* wrote to me on three separate occasions (Jan 24th, April 24th, and May 10th) saying he would replace the threshold.  He even said the material was on order.  When someone from ********* writes they will do something and then ghosts the customer it is an extremely sad occasion.  Unfortunately since ***'s ethical written word does not carry any validity with ********* we will have to see if his written word has any legal substance.

  Customer response

  09/09/2023

   
  Complaint: 20457706
  
  I am rejecting this response because:

  When ********************* was bidding our project we asked for him to match our existing ****** sliding door which has a low profile threshold.  He said no problem.  Next, the door they installed is under a covered patio so a low profile threshold will perform under all circumstances.  Most important of all is that ********************* wrote to me on three separate occasions (Jan 24th, April 24th, and May 10th) saying he would replace the threshold.  He even said the material was on order.  When someone from ********* writes they will do something and then ghosts the customer it is an extremely sad occasion.  Unfortunately since ***'s ethical written word does not carry any validity with ********* we will have to see if his written word has any legal substance.
  *********************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Original installation date of new patio sliding glass door and screen 01/16/2023 The man who installed the screen door (******) stated that the screen was bent and that he would order a new screen.I have called ********* on three different occasions and have been told that as soon as the screen arrives I will be notified.My most recent phone call to ********* was about two weeks ago.To date I have no screen nor has anyone contacted me.Therefore I would like a refund for the screen so that I can purchase a screen from a different company.

  

  Business response

  06/30/2023

  This is not our customer.  I checked our records and we do not have a ************************* as a customer.  ****************** states that a ****** was the service/install tech and we do not have a ****** employed by us.  I left a voice message for ****************** to check her records as I believe the poor service is from ********* SIDING AND WINDOW located on ************************ wish her well trying to get this company to provide service.  We get complaints from customers of ********* SIDING AND WINDOWS on West ***** all the time.

  Customer response

  07/05/2023

   
  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,
  
  *************************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract Signed 2/22 Payment in full: 10/22 Screen door completed: last week 4/23 Still waiting on completion of 2nd story window. Another window contractor, the skylight contractor who worked with Gravinas and a dry wall contractor has reported to me the job by Gravinas performed on that window is incomplete. The window they installed appears to be 2 inch smaller than the one they replaced. Their contractor left a 2 inch gap wide open for months, did a poor job filling it with caulking. All 3 contractors said the job is incomplete and lack of sealant could affect waterproofing to the wall. NO response from Gravinas to comment on or complete work, only a nasty and manufactured email from the owner, 5 months after I paid him falsely accusing me of "bad behavior". Please note this Contract was signed in February of 2022. I expect the job to be completed and a written attestation stating it was completed to Standards. An apology is also expected from this unprofessional man who wrote the ugly email only after I wrote a poor online review.

  

  Business response

  04/24/2023

  **************** is not happy with the appearance of one of her windows that was installed. We have agreed to remove that window and install a new one in its place.  It will arrive mid-June.  For the record, we are of the opinion that **************** is determined to be difficult and unreasonable in her expectations.  She has been rude and condescending to every one of my employees that has had to work on her home, from the sales team, the installers, stain crews, & service tech.   ***** was the lead installer on her project.  He has worked with ** many years and has never received a complaint.  To the contrary, almost every customer ***** does work for sends raving comments to me about his exceptional craftmanship and what a pleasure he is to be around.  **************** seems to be a person who will never be satisfied.  Regardless, we will replace the 1 window she is still unhappy with and hope to have an agreeable resolution. 

  Customer response

  04/26/2023

   I have reviewed the response made by Gravinas. My expectation is a waterproof installation and an extended warranty. I would prefer someone from Gravinas coming to my home, looking at the installation that was done, addressing what appears to be abroken metal frame and what looks to be unfinished work and completing the job. 

   IF the window needs to be replaced, I expect any interior work: paint and any damaged to recently retextured walls as well as resetting the motorized blinds, to be paid for by ***************

  I do not accept the defamatory comment regarding my behavior made by *********************. This is both unprofessional and defamatory. Please note his manufactured complaint came only after I wrote an online review and wrote a letter about his employee's work to ****** Corporation in *********: 5 months after he was paid in full. I believe the photos I have included speak for themselves. 

  There are many family members working at Gravinas; one of the painters was *****' daughter. I have never had an issue with any of his employees except for *****. Crissy Gravinas (daughter), however, has been emailed about the work and numerous issues that were performed at my home. 

  I do appreciate the BBB intervening to get this outstanding issue resolved. 

  Thank You!

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

  

  Business response

  04/27/2023

  On April 4th, our service team was out to ******************** home to fix the patio door screen.  **************** did not address any further issues with our service tech regarding her job, including a "broken metal frame".  I am really not sure what this is about as we did not provide any metal frames for this job.  If **************** had a service issue the time to address this  would have been when our service tech was at her home.  I would ask that **************** take pictures of the "broken metal frames" and forward to ** for review.

  Customer response

  05/01/2023

  The window issue was not brought up on the service visit because I thought it was addressed when ***** was called back to fill in some open area beneath the window I am referring to. It is a 2nd story window that is difficult to visualize from the ground as it is on the side of my home that is not used by ** as it has trees separating my house from the neighbors. Additionally, my husband and I had moved out of the home for the 3 months it was undergoing renovation ( September 10- December 20th, 2022.  We weren't inspecting the window work, expecting it had been taken care of. We were settling in and getting ready for the Holidays. Our next door neighbor who is replacing all her windows, had another window company on site who pointed out the concern for weather proofing on my house, as had 3 other contractors, one being the skylight company that referred Gravinas to me. All I expect is for someone from Gravinas to comet and look at the window and Finish it. The broken metal frame is on the lower left of the frame. This window was measured by Gravinas from the interior of my home. No measurement was taken from the exterior. No idea as to the state of the window frame and had it been broken, I would have expected someone from Gravinas to address it at the time of installation.I am not sure why they wouldn't come to do a visual and why this has gotten to this point.  We are now having issues with a lock on the sliding door they installed, tried to fix, replaced stating a Manufacturer's Defect. We were unable to exit that sliding door this weekend. Hoping they can look at that when they come to look at the window.

  Thank You,

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

  

  Business response

  05/03/2023

  Our service tech was out to the ******** home about two weeks ago and he was not informed of any broken frames. I have asked for pictures of the broken metal frame.  I received four pictures and cannot see any evidence of a broken metal frame.  We actually installed Infinity from ****** fiberglass windows in their house so there is no metal frames.  **************** called last week and commented that they could not get out of their door.  I asked him to facetime me so i could see the problem.  Right before he face timed me the door miraculously worked without issues. 

  If **************** believes there are broken frames, please send photos so we can see the damage.

  Customer response

  05/19/2023

   
  Complaint: 19923953
  
  I am rejecting this response because:
  
   The issue regarding Gravinas considering the window and it's surrounding area being waterproof and the whether they plan to leave the area below the window in an unfinished state, is the issue. Please note, this project also included installation of 4 additional kitchen windows, which fit the existing frame and appear 'finished' from the exterior.  The photos I have previously submitted of the 2nd story window show an unfinished area. If this is how Gravinas will be leaving this window, I am requiring a statement. I am not looking for a new window, I am expecting a completed project.
  As far as the lock< it was malfunctioning since it was installed, it was replaced in December and continued to malfunction. The condescending and rude comment that it "miracuously worked' when we called to report the lock was malfunctioning and we couldn't get out, was short  lived. A Gravinas customer service Tech came out on 5/4 and made  adjustments to both the lock and door.
   In that service call, the Tech stated the screen doors, (which are part of the glass sliding doors with the malfunctioning lock),were too large for the frame, therefore not opening and closing properly. I was told that an order for properly sized screen doors was sent to Gravinas and I should receive a call from them. I have reached out to Gravinas on 5/15 regarding the above. There has not been a response.

   Thank You, ***************************
  

  
  

   

  

  Business response

  06/01/2023

  Thank you for contacting us regarding the issue on ****************.  We have sent two different service techs to the Curtins residence to check the screen door lock.  On both occasions the lock worked fine and needed no adjustment per my conversations with both techs.  The third time **************** called on a Saturday morning and I answered his call.  He stated that the lock did not work on the screen door and they were concerned that they could not get out in the case of a fire.  I told him to facetime me so I could see the problem and, as I said previously, **************** claimed the lock miraculously worked and **************** declined my offer to facetime.  ***************** asserts that the screen is the wrong size and this is not the case.  We have been out three times, including the original installation, and have not found an issue with the lock.  As for the window, apparently ***************** does not want a new window so we can apply trim to the opening to improve the appearance.  We will contact her to set a time to do this.
  
  
  *********************
  

  
  

  Customer response

  06/05/2023

   
  Complaint: 19923953
  
  I am rejecting this response because: Mr. ********************** continues to provide inaccurate information. The lock on the screen doors were replaced in December. It was the painters who recognized the lock needed to be replaced when they came to stain the doors. They called in the repair order. I was told the lock was a Manufacturers Defect. Additionlally, the service person did indeed work on the lock the last time he came by over 4 weeks ago: he removed it and filed it down. The serviceman was the person who identified the screens were too large for the space.  I do not understand the communication issues at ********************** windows. All I want is for my doors to work and if they don't, I expect the company that installed them to honor the warranty. This entire job has been a nightmare with the owner making defamatory and incorrect comments. Mr. ********************** comments have been unprofessional. I am expecting ********************** team to come next week to install the proper sized doors. and cover the drill holes on the bottom of the glass doors. I understand a "kit" was ordered.

  Additionally, I am and have been expecting a final comment on the status of the 2nd story window. (Photos have been submitted). I am expecting ********************** to finish the trim as it appears a smaller window was installed. and the area below the window was left unfinished, with the caulking exposed. Please note, when that window was installed, the installer left the lower part without any insulation. The approximate 2 inches below the window was open to the elements.  Again, I do not want a new window. There are motorized window treatments and new texturing and painting that has been done on the interior of the home. I want the area surrounding the window ********************** installed to be completed. 
  
  Sincerely,
  
  *****************************

  

  Business response

  06/08/2023

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. ____Tue. ____Wed __X__ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____X Morning ____Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  

  Business response

  07/13/2023

  The last time I heard about the screen not working was from **************** on a Saturday morning a couple of months back.  He called into the office and told me that the screen lock will not work and he is worried they may get locked in the house in the case of a fire.  I told him it is a screen door and if you needed out and the lock did not work you could push out the screen fairly easily.  None the less, I told him to face time me on my cell phone so i could see what the problem is.  A couple of minutes later he called me back on the business line and said the screen door lock is working fine.  That is the last I heard about the screen lock.  I suggest ***************** do the same, face time me at the screen door so I watch her unlock the handle.  We will schedule a time to take care of the window in the next week or so.

  Customer response

  07/24/2023

   
  Complaint: 19923953
  
  I am rejecting this response because: Heres' the problem: 1st: no one from Gravinas ever requested my husband to facetime them. In early June I had spoken with *********************. I believe they had me on Speaker phome as I heard his daughter **** in the background. At that time I was told ***** would get in touch with me to schedule the repairs. This never occurred. I sent an email to *** and his daughter **** on 7/11/23 inquiring about the visit- No Respose. Last week I contacted Gravinas and was told ***** no longer worked there and a new person, *** would get back to me: No Response. This lack of follow up has been the problem. Tis issue has been ongoing for close to a year. I am tired of going back and forth and even with the BBB involved, this has gone nowhere. I will contact ****** ***************** to complain unless I get a call from Gravinas to schedule a visit by 7/31/23. 

  
  
  Sincerely,
  
  *****************************

  

  Business response

  08/04/2023

  **************** is not correct.  On a Saturday morning a month or so ago **************** called and said he could not get the screen door unlocked.  I requested that he call my cell and facetime me so I could view the problem.  He called my cell and stated that the problem had gone away and all was good.  **************** may want to communicate with her husband.  I'm going to suggest that if **************** needs anything in the future she contact me only.  At this point, if **************** has any problems that need fixed to send an email to me and I will follow up and get it resolved.  I will look forward to receiving an email from **************** in the very near future.

• Initial Complaint

  07/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 3 windows from Gravina's in July, 2019. After 5 months, they were installed. The comp. sent out a group to stain the window encasement. The men did an extremely poor job of matching the stain on the windows. Smoking pot on the job may have contributed to the problem. The owner and son came to my house the following day to inspect the job. Both agreed it had to be redone. That was mid-December. I asked that it wait until after the holidays. I didn't hear from them in Jan. and starting making calls in Feb. 2020. They scheduled an appt. but no one showed up. Then the covid shut down caused a few month delay. I called the 2nd day businesses re-opened. After several more calls and emails, a different stainer and installer came. New parts had to be ordered. Some parts were installed, but some pieces still weren't ordered. Again, another time, not all pieces were ordered. That was summer, 2020. I emailed them in Oct, Dec, & again in July, 2021. See attached pdf.

  

  Business response

  07/21/2021

  Our customer was not satisfied with the stain results on a trim piece.  We reordered from our supplier and a wrong part was sent.  We reordered the part and it was shipped and has been stained and will be installed shortly.  Unfortunately, Marvin is 12-28 weeks to provide product and the timing was excessive.  

*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. ↩