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:04/07/2025

  Type:Service or Repair 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.

  The work performed on some buildings was substandard. They replaced multiple windows in this community. However, on the last few they used white caulk instead of clear. The also broke some of the trim. We were told they would not return to make corrections. We are now obligated to paint the trim and some of the siding as if will look unprofessional if it doesn't have the continuity of color.

  

  Business Response

  Date: 04/09/2025

  To whom it may concern, 

  I spoke with ***** *. this morning as we have no record of this job in our system.  She stated that ********* did the work and I explained to her that Gravina's Window Center of Littleton did not do the work on this project.  I told her that she probably dealt with ********* Siding and Windows on West ***** and that she should check her records for the correct company.  She apologized and said she was not aware that there were two ********* and said she would get it corrected.  I told her that we have had numerous BBB complaints filed against our company that turned out to be ********* SIDING AND WINDOW COMPANY ON WEST *****.  Buyer beware.

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair 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.

  We purchased a new front door from ********* Window Center on 1/3/2019. Therma Tru Classic Craft American Fiberglass Entry door with 2 sidelites. Final installation 5/2019. I contacted ******* in 2023 with no response and 2024 we were working with **** who tried to get the issues resolved with our door. The door finish has come off in a couple of places and there is a combination of several issues of the door being out of square and bowed. Their attempts to contact OrePac (Therma Tru). This door is still under warranty per all documents provided at point of sale. If it weren't for **** I don't think anything would have been done at this point. He has been the only advocate for us but yet OrePac will not stand by their product. Honestly our relationship was with ********* and we feel it is their responsibility to get this issue resolved.

  

  Business Response

  Date: 05/21/2024

  ************* did indeed order a Therma Tru entry door from *********.  I've reviewed our correspondence with ************* and the distributor, Orepac. I see that we have well over twenty points of contact with the distributor as well as site visits with the ************** rep.  Our employee that is handling this service has communicated the progress to ************* at least once per week for many months.  Our employee has even been to the job site with the distributor rep to inspect the door.  We have provided numerous pictures to the distributor, Orepac. The distributor reps we have tried to work with, *************************** and ************************* have ghosted us on several occasions.  They have agreed the door is defective as it has numerous bows in every corner of the panel and yet we cannot get them to provide a new panel. The service rep has given the quality of the installation an A++ so there is no defect with the installation and ************* is aware of this.  I'm perplexed as to why ************* would write a complaint against us to the BBB knowing that we have provided a top-notch installation and have gone above and beyond to try to get the panel replaced and it is the distributor, Orepac, that is not cooperating.  In all fairness, ************* should have written her complaint against ******, not *********.  At this point, we have tried repeatedly to get Orepac to provide a door under warranty to no avail.  I will suggest to ************* she retract her complaint against ********* and enter a complaint against ******.  At this point, we will forward all our information to ************* so she can try to get this matter resolved with Orepac. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21701289
  
  I am rejecting this response because:  This door was purchased from ********* this is up to them to resolve, I don't have the relationship with the distributor, they do and it is up to them to resolve.   If it wasn't for **** nothing would have been done at all and he no longer works there.  Talk about being ghosted I had complained about the door to ********* and they didn't respond.  

  
  
  Sincerely,
  
  Pat And *********************

  

  Business Response

  Date: 05/30/2024

  As i mentioned in our initial response, we have over 20 contacts with the distributor, Orepac.  We have done all we can to resolve this issue and Orepac will not respond to our requests.  ************* will need to contact the distributor and attempt to get them to replace the door.  This is unfortunate; however, the warranty is with Orepac/Therma Tru.  We have sent ************* all of our correspondence to assist her.  

  Customer Answer

  Date: 06/01/2024

  I contacted ****** and they are unable to help me as I am not "their customer".  I didn't purchase direct from them but rather I purchased from *********.  ********* came to my house and quoted, measured and installed this product.  I didn't purchase direct from Orepac.  I also called ********* to discuss this matter and left a message and again, no response.  Orepac cannot help me, I don't have a purchase order date, I don't have a purchase order number.  ********* is ******'s customer.  

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/11/2023

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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.