Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/21/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I had Matt ********************** put in a 5 foot bay window in for me in Aug/Sept 2022. Last year in January 2024, I noticed lines on my wall under my bay window. I painted over the lines thinking maybe it was from prior owners. In August 2024, I noticed the lines again and an area of my floor felt soft in front of my window. I called **** maybe Aug 3 2024 to see if he could come check it out. He was never able to stop as he had prior jobs already planned, My dog was sick and I took her to the vet, 2 weeks later I had her back at the vet. A friend asked if my window was ever checked, I responded no, I finally begged my uncle to come over and check for me. He came over on a Sat. We found mold the whole length of the window. We moved all mold and my uncle cleaned under the window for me. **** came over to check the following Monday and he was not sure where it was coming from, he recaulked outside again and had a guy from Provia stop over. Nov 2024, I came home from work at 7:30am and I had water coming in my house from the window. I immediately called **** and he again was at a job and was unable to come over. I was frustrated and said this was causing more damage. He had a *** from ****** come by again to check the window and they seen the water coming in and also felt the soft area of my floor. I told them that is why I questioned my wall. The window was fixed. I had my wall finished this year by another contractor. He questioned the soft spot on the floor and I explained my floors were just ***laced Dec 2021 when I purchased the house. This contractor cut a hole in my ceiling under the floor (instead of ripping up my floor) as soon as he opened it, there was mold everywhere. I contacted Provia and they told me it was an installation error, they previously paid me for getting the mold cleaned up the first time which I have the bill attached. I had this contractor fix immedaitely so my dog didn't get sick again. I called ****, he refused to pay for the mold remediation.

  Customer Answer

  Date: 09/05/2025

  I have called Premiere and Provia numerous times about fixing this window or getting reimbursement for cleanup of the mold under the floor.  I contacted **** on Aug 3, 24 about my window possibly leaking due to the lines on the wall and my floor being soft.  He was too busy to come look at the window when i asked.  My dog got sick and took her to the vet and spent ******, she had her meds and was fine.  One week later she was worse.  I took her to the vet again to pay another ******. I contacted my uncle to check my wall to see if there was mold since she kept getting sick.  He left his job (on Aug 24,24)he was working on and made a special trip from ********** to come look at it.  It was filled with mold.  He did pull everything off and clean under the window a few times and I painted to keep the mold away. **** showed up on Aug 26 after I sent him pictures of the mold.  He said he wasn't sure where it was coming from and had a guy come and look at the window.  In Sept/Oct 24 I came home to find water coming in my house.  When I called to tell him, he told me he was too busy and I got ****** and told him someone needs to come look at this and fix it.  He arrived a couple hours later and the same guy came back out along with Provia guys. so there were 3 guys and **** all at my house trying to figure out where the water was coming from. They caulked something outside and said it was fixed,  I waited a couple to few weeks to get it fixed and when I asked **** about fixing it, he told me to have my uncle do it because he does not do that kind of work.  Once I complained about why am I paying for the damage when I just purchased the window.  Either Premiere or Provia sent **** a check and he send me a check for the ****** my uncle charged me to tear out the insulation and drywall, clean it and replace the insulation and drywall.  He was also going to charge me to finish painting the wall in the spring when we knew there was no more water.  I waited until June, 25 to finish my room.  The contractor asked me about my floor, I explained this is why I was questioning the window leaking.  He went through my ceiling so I wouldn't have to pull up my whole floor and as soon as he opened it, you could smell the mold.  I started coughing and asked him to fix it immediately as I knew my uncle was too busy and **** already told me he didn't know how, nor was I waiting a month for him to show up.  It cost me 4500 to get it fixed and cleaned. It was soaked, we had to let it dry for a week to a week and a half to be sure.  Now I feel as though my window is leaking again, and I contacted both Provia and Premiere to let them know and sent pictures.  I received this letter today and it sounds as though they knew it wasn't fixed and didn't say anything.  So they waited ********************************** know it was an installation issue which has caused my 4500 for the mold under the floor, 600 for vet fees with meds and 500 or 550 not sure the exact amount, but the fee my uncle charged is what they reimbursed me for. Now everyone is washing their hands of this while I still have a leaking window which will cause more damage. I asked for Premiere or Provia to replace my window as they admitted the inside of the window was not put together the same as their others. AND they knew how to fix the issue and have admitted what is wrong in this letter.  I also want reimbursed for the 4500 and the 600 for vet bills that I paid which I would have never had to take her if she wasn't sick. I am also paying interest on this money as I am a single parent who only has one income.  

  Business Response

  Date: 09/12/2025

  Please see attached response. 

  Customer Answer

  Date: 09/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23777346
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******** ******
  
  
  I sent response and pictures in an email, as this form will not let me fill out and send
  
  
  
  
  
  

  Customer Answer

  Date: 09/15/2025

  More **** assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] 
   
   Complaint: 23777346 
   
  I am rejecting this response because: 
   
   
  Regards, 
   
  ******** Dehaas 
   
  I reached out to him early August of 2024, possibly August 3, 2024, because my floor was soft and I felt my window was leaking.  He told me he had other jobs lined up and he couldn't just stop them. I had my dog to the vet on July 5, 2024 and again August *******, which this time she was worse.  I begged my uncle to come to check the wall to confirm it was or was not leaking.  Once he found the mold, he cleaned up everything for me and I sent pictures to ****, he has always received my texts in the past and it is easier for me to text and wait for him to respond back than phone calls as I work night shift. When I asked him about closing up the wall, he admitted he doesn't do that kind of work, and I could have my uncle do this.  So, if he is unable to clean up the mold or fix the walls, why would I wait for him to find time to come to my house as it took 3 weeks prior to even look at it and then when I told him water was coming in, he was again at another job. When I got upset, he and the guys from Provia and ******** Lumber stopped over to check it.  This was hours later after my first call about the water coming in. The Provia guys mentioned about my floor being soft and I explained this was why I was questioning my window. Not once did anyone check my floor or mention look under the ceiling so I wouldn't have to pull up my new floor.   
  When I found the mold downstairs, it was powerful, you could smell as soon as you started down my steps.  I was coughing, it was hard to breathe, unlike under my window. I called Schmucks to see if someone would stop over and was told they don't fix mold and it would be weeks before they could stop by.  I didn't know what to do and asked the guy to fix this before my dog or I get sick.  He immediately closed off an area to seal the smell and started removing all the wet wood and cleaning the up all the mold. He asked me not to go down until everything dries out, so I wouldn't get sick.  I couldn't smell the mold under the window, but I surely could smell this in my basement.  My washer and dryer is in my basement, so I couldn't just close everything off until he showed up to look at it then tell me he couldn't fix it.  
  He has always received my texts and always responded.  I assumed since he didn't respond this time, he just wanted to wash his hands of this.  I sent him another text and nothing, so I called a couple days later and he said he never received my texts and he could have fixed this, though he was unable to fix the wall when I asked.  When I called him, he said the last text he received from me was in Nov 2024.  I sent him a text in February 13, 2025 asking if he knew someone who does insulation for attics, his response was : "Sorry no never heard of any."   
  I do not believe you just stop receiving texts from everyone especially being a business. When I asked if he could stop, it was never in a day or two it was weeks.  I am sure he wouldn't have stopped one of his jobs to come fix this. THIS should have been checked once they seen water coming in from the window and noticing how soft the floor was. I attempted to call him again and left message, and he didn't respond after I informed him Schmucks and Provia told me it was an installation issue.  I feel I still have water coming in and asked for someone to come and re-caulk my window again after noticing my walls look like there are lines again. I will attach pictures of the caulking job he did around this window.  
  Schmucks did reach out to me to stop by with contractor and Provia, but that won't be until Oct 2, 2025 which I am sure will probably be more damage which they need to fix and reimburse me for.  Nothing leaked until I got this window 
  
  **************************** 
  Use the above email address, I am currently at work and having a hard time doing this off my phone.  I will send an email also attaching the pictures of the leak and contractors caulking job around my window formation...

  Customer Answer

  Date: 09/15/2025

  attached are pictures of the new wall and his caulking job when placing the window

   

  Customer Answer

  Date: 09/15/2025

  attached are pictures of the new wall and his caulking job when placing the window

   

  Customer Answer

  Date: 09/15/2025

  this is my new wall.  This would not allow me to send as one file.  So I sent an email and it is allowing me to send small groups of pictures on this site

   

  Customer Answer

  Date: 09/15/2025

  pictures of whole window

   

  Business Response

  Date: 10/02/2025

  Please see attached response.

  Customer Answer

  Date: 10/04/2025

  They came to my house on October 2, 2025 to check the window again, They looked downstairs where the water came in and was fixed.  Showed them pictures of the original leak at the window from the wall and pretty much every picture of the mold, and after everything was fixed. The bill for the mold remediation was emailed again.  Explained the amount of time it took **** to show up at my house after being told about the wall leaking under the window and it took him for Aug 3 til Aug 26 to check it out. Explained that I had to take my dog to the vet twice due to the mold.  I was unable to smell the mold under the window, but when they opened the ceiling under the floor, you could smell if as you went down the steps, it was so powerful, you needed to wear a N95 mask.  I was not waiting 3 more weeks for **** to decide if he was going to stop and look at it.  He was unable to finish the wall under my window as he was booked out for months and as he told me, he couldn't just stop a job to fix this nor did he do that kind of work.   So I had the guy repair this mold issue immediately and then close everything back up.   My washer and dryer are down my steps and I need to be able to use them.  I was no longer paying any more vet bills for his negligence in this matter. I purchased a window and he installed it and all I have had was problems and mold issues.  I have never had a contractor wait 3 weeks to come look at a possible leak from a window (even after seeing the pictures of the lines on the wall directly under the window)  or anything that has installed then act as though I am in the wrong. I was told I would hear something by next week or what their resolution was going to be.  

  Customer Answer

  Date: 10/17/2025

  I responded with last email. The complaint is still going.  There has been no resolution. The contractor has not responded or fixed the issue per the company's letter from November 2024. I will provide new information on what i received today which the contractor received last November. 

  Customer Answer

  Date: 10/17/2025

  I had ****** sentz, provia and premiere. All come to my house on October 2nd to look at the window. provia and premiere, both came in my house to look at the window. **** did not come in. He just said that he did nothing wrong. That's the only communication that has been said since I filed this complaint

  Customer Answer

  Date: 10/17/2025

  I had ****** sentz, provia and premiere. All come to my house on October 2nd to look at the window. provia and premiere, both came in my house to look at the window. **** did not come in. He just said that he did nothing wrong. That's the only communication that has been said since I filed this complaint

  Customer Answer

  Date: 10/22/2025

  I purchased window had **** install. It was noticed it leaked in Aug 24, water was coming in my house Sept/Oct 24. Nov provia and premiere sent letter to **** explaining what needed to be fixed. He has not attempted to come fix my window. It has cause a total of *******. I was only reimbursed ****** from provia and premiere. **** has not paid for anything nor corrected what is wrong with the window. I was told it will leak again and requested him to fix. There has been no attempt from **** to fix or respond to me about this issue. The 4500 00 in damage is ****** responsibility because it was an install issue. The letters have already been sent to you