Complaints

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• Initial Complaint

  Date:06/04/2025

  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 April of 2024 we paid Omaha Door and Window $11562 for new vinyl windows to replace originals. They were installed early June 2024. Once the weather got cold, I realized the room with the windows was 10 degrees colder than the rest of the house. I contacted them. They sent a guy who felt that the problem was either a manufacturers defect or an installation problem.
  
  They then ordered replacements. When they arrived in Feb. they called and said the fame was broken in transport. A ******* there said they would reorder, and once installed, we would talk about compensation for these delays. They ordered them again, they arrived and ODW said they were again broken. Now they say they are ordering them again. They first said the glass might not be available, then changed that to the material for the frame might not be available. Now it is just one excuse after Now ODW says they will not giving us one dime back, even though we did business directly with ODW. And the offer was $500 from Provia. The date mentioned of July 15 is not a solid date, but a maybe. One 6-2 I asked **** for all the money bakc, and they could forget completing this job. ****, who said the ODW would reimburse us for the bottom half of the window. (it is one piece as it was mulled together). He wouldn't tell me a figure. I went home and looked at the invoice which listed no itemized costs, just the total. I called today to tell him i still want all my money back, as I told him yesterday. He then said the owners say no refund of any kind, they will finish the job. After all of this I don't want provia and I want nothing to do with ODW. I have been more than patient, I cannot continue to be kicked down the road and if I ever receive a partial window, it will be a hack job. His verbal commitment yesterday to give us something back was worth nothing. I have lost my money and I have a window that is unacceptable.

  

  Business Response

  Date: 06/05/2025

  Omaha Door & Window Company (ODW)
  acknowledges and empathizes with our customer since we too, are frustrated and
  disappointed with the turn of events associated with her April 2024 purchase of
  a new 2-wide 2-high window sold by ODW and manufactured by ProVia. The unit is
  a two-wide casement with a half round window that is factory mulled above it.
  It was installed in June 2025, ten weeks after it was ordered.  (ODW’s contract specifies an approximate wait
  time of 12 weeks for installation of a new window. ) The installers did not notice any defects in the unit in June when it was installed.  ODW has a two-year warranty on its
  workmanship in addition to the factory warranty on the product.  This is stated in ODW’s contract that our
  customer signed.   
  

  On November 25,
  2024, five months after ODW’s initial installation, the customer felt cold air
  drafts coming in through the two-wide casement. ODW’s service installer
  detected cracks in both outside welded corners of the twin casement’s frame.  He caulked  the cracked corners of the frame to prevent
  air infiltration until ODW could purchase and install a new twin casement in
  its place. 
  

  On Feb. 28, 2025,
  ODW inspected the re-ordered twin casement that ProVia sent and discovered it
  had cracks in the same location as the original!  The twin casement was again re-ordered that
  same day. The Senior Millwork Manager, *******, notified the customer of
  ProVia’s mid- April estimated delivery date and also said that ODW would
  discuss requests for monetary compensation for the delays after the new
  twin casement got installed.  ProVia
  later revised the estimated delivery date to mid-May.  ODW wanted to provide our customer with an
  explanation for the long wait time and was first told by ProVia that the
  factory was waiting on the glass production. 
  

  On May 12, 2025,
  the twin casement arrived. ODW decided to unwrap and inspect the product while
  it was still on ProVia’s delivery truck. 
  Once again, the frame was cracked in the corners.  ODW sent photos to ProVia to facilitate a
  change in their factory procedures for packaging delivered products.  ProVia has assured ODW that the next twin
  casement will be better protected from damage in transport.  The current estimated delivery date is mid-July.  When ODW asked ProVia why their factory was
  not rushing this customer’s twin casement since it was being re-ordered a third
  time, the factory said it was experiencing a shortage of Traditional Cherry
  lamination material needed for the interior vinyl color of the window.  ProVia explained that they had just completed
  a huge order of windows with Traditional Cherry laminate which depleted their
  supply.  ODW believes that explanation
  since few customers order the Cherry laminate, so it is reasonable to assume
  that the factory does not stock a great quantity of it.  It was as difficult for ODW to tell the
  customer the estimated mid-July 2025 delivery date as it was for our customer
  to receive this information. We understand why she believes the date is unreliable.
  

  ODW shares our
  customer’s frustration and impatience with ProVia’s inability to expedite and
  deliver a flawless replacement twin casement. 
  That is why ODW contacted ProVia and insisted that the company provide
  some monetary compensation for the lengthy delays.  We informed the customer that ProVia will refund
  $500, but Omaha Door & Window does not provide refunds for issues for which
  we are not responsible and have no control over.  Upon the 
  customer’s request, ODW provided a copy of ODW’s labor warranty and
  ProVia’s product warranty and also put ProVia’s promise of the $500 refund in
  writing.
  

  Omaha Door &
  Window has abided by the terms of the contractual agreement with our customer.  ODW furnished and installed the window unit
  she bought within the estimated time frame. 
  ODW has not “kicked down the road” this customer’s complaint.  We have promptly taken care of our
  responsibilities to replace this twin casement ever since the customer first
  complained of cold drafts in late November. 
  We have tried to reassure our customer that ODW will continue to honor
  its contract and its service warranty by scheduling and installing this ProVia twin
  casement as soon as it arrives in mint condition.  The 2W2H unit will be carefully removed,
  separated, and the new twin casement will be mulled to the original half-round
  window by our installers before the entire unit is re-installed.  Our installers are professionals and ODW is
  certain that this customer will be as happy with the replacement window and its
  installation as she was with the original installation.  We sincerely apologize for the mistakes and
  delays of the window manufacturer that has caused the customer to lose trust in Omaha
  Door & Window Company.  ODW will share
  this complaint that was posted on the Better Business Bureau with ProVia so
  that ProVia can identify areas for improvement. 
   

  Customer Answer

  Date: 06/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  There are several inaccuracies in the response from ODW. Dates, the excuses they  were apparently told by Provia and then ODW reported to me have changed, and where the windows were mulled.   They wrote  how very sorry they are, but actions do not support their words.  They tried to speak for me saying how I will be satisfied with the final product.   I will never be satisfied with the treatment and delays they and Provia have caused. I will always regret ever getting involved with this company.   Nothing they can do will ever make this right.    
  
  I was advised to request in writing the freedom to have an outside window specialist inspect the next windows when they arrive at ODW.   This would be before they are brought to my home for installation.    I need a response from ODW as to if this will be allowable and if not, I expect an explanation of why this would not be possible.    Also, I was never given an itemized invoice, nor a breakdown of costs on the initial sales bill, just the total cost.   I need an itemized statement.   Of course, they are fee to create this now however they see fit.
  
  I also reached out to the local Provia Rep in Omaha.  I have not heard back as of this date.  I was hoping he could verify some of what ODW claim.   I would hope that Provia has the decency to respond, but it is appearing unlikely.     I have consulted with legal counsel as well, and if they miss the July 15 deadline, this matter will escalate.    
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 06/30/2025

  Omaha Door & Window would like our customers, ****** & ****** ******, to know that their ProVia double casement

  was shipped a week ahead of schedule (since the last update ODW received said ETA was 7-7-25).  To our surprise and 

  delight, the double casement has no visible defects.  It was inspected on ProVia's delivery truck on 6/30/25.  We did not

  expect to find it on the truck.  We did not call the Wilsons since all communication with them now flows through this BBB complaint website.

  Please inform *** ******* that their window is finally re-made and ODW would like to schedule the installation after the 4th of July holiday.

  Please let ODW how they would like to proceed.  If they want ODW to schedule the install, they can please call our office and ask for ****.

  If they want to pick it up and hire someone else to install it, just let us know. 

  However, there will be no credit issued for labor and no service warranty if another contractor installs it because this customer signed a contract with ODW

  and they would be breaking the contract agreement to not allow ODW to switch out the cracked casement for the casement re-made by ProVia as part of 

  ODW's 2-year labor warranty.