ComplaintsforMarvin Windows

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I purchased Marvin integrity windows when I built my house. Shortly after the windows being installed I had many issues with air coming through the sides of the windows where the window sash meets the jam. I spoke to the place where I purchased the windows and they contacted Marvin windows who sent someone over to my house and after looking they said there were no issues. So after he said that I ending up getting a square to prove to him that some of the window sashes are off square. After that he agreed and replace the ones I showed him. Then after that I was still having issues with air coming in and called them again.They sent someone over again and they put pieces of foam in the jam that looked like 6 year old made them. After the foam pieces were installed while opening the window the pieces of foam stick to the bottom of the window sash sometimes then I need to put them back in place. The pieces of foam still didnt solve the issue but made it better. Now all the fiberglass coating is chipping off on the outside of the windows and they look awful and they do not want to cover that either. At this time the windows are no longer in the warranty period but these windows were junk from day one and many other people are having the same issue per ****** and other sites. So I believe they should still cover this issue. The other issue I had 5 months ago two of my windows just crack during the cold weather and need to be replaced. I saw that that has been a on going issue also. My friend built a house a year after mine and told him to buy another brand window and he is having no issues at all and they were a quarter of the price of mine. Im filing an complaint with the New York State attorney general to help resolve this issue also. Thanks

  Business response

  06/25/2024

  Thank you for contacting us about your issues.  We would be glad to assist you.  We were unable to find you in our system and we would need more information from you, like a full address, order number, and year of product.
  
  In the event that you have a warrantable issue;  you can click on this link: Contact Marvin Support |Marvin or in your web browser enter: **************************************************************; that will bring you to the information form,where you can enter your information and submit a claim or call ************** to speak to a customer service representative. Thank you for contacting us.  We look forward to helping you.
  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************* ordered the wrong door for a $45,000 Marvin window and door job. For 16 months I have been told I was going to get the correct replacement and it has not happened. Most recently I was told in February that I would receive it in about 6 weeks. It has now been 16 weeks and I do not have it. I am the one who had to follow up yet again, there has been no ownership taken of the situation on the part of Marvin or *************************. Marvin needs to take responsibility for getting me the door panel and scheduling their tech come to install it, or they need to issue me a refund. I have been put through the wringer and it is totally unacceptable that I continue to have to follow up to get answers or to get them to take initiative. They were glad to take an enormous amount of money from me but have not followed through on their job.

  Business response

  06/18/2024

  Thank you for contacting us.  We have reviewed your file here at Marvin and found that the door panel in question has been delivered and installed at your home on 6/13/24.  We are sorry that it has taken longer than expected to come to this conclusion.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a contractor who purchased Marvin windows through ******* Lumber 7/21/23. They arrived and we installed them and noticed issues starting in October 23. This is a brand new house and Marvin told us we installed them properly. The windows have leaked water and air for six months. Marvin came out three separate times and the last time they replaced all the weather stripping in all the windows in the new home. The windows are still leaking. After six months of dealing with this issue they are finally having a private company come to test the windows and figure out where they are failing. If youre building a new home or replacing windows DO NOT USE MARVIN WINDOWS.

  Business response

  03/18/2024

  Thank you for contacting us to let us know about the issues that you are experiencing.  We have reviewed our file on this residence, and I see that we have been involved in this job trying to find ways to help fix the issues that you are experiencing.  To that end, I understand that there is a water test that is scheduled at this residence on April 25, 2024.  Marvin will have a service technician there to observe to see what the outcome of the water test is.  Once the water test is completed, we will review the results to determine what our next step is to help remedy this issue.  We thank you for your continued patience as we continue to work with you at this residence.

   

• Initial Complaint

  02/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This complaint will hopefully serve as both a warning to the public and a complaint about Marvins product and service. (I sure would have wanted to know how Marvin operates its business before I purchased). A little background first; this isnt our first rodeo. Taken together, my husband and I have newly installed and/or replaced windows in roughly 9 houses using other manufacturers prior to our first experience with Marvin. In this case, we are adding an extension onto our house. Prior to even receiving the build permit, we arranged to size and order the windows. Immediately upon receiving the building permit, we finalized and made the initial payment for the order (roughly $250,000). This was in September 2022. Once we paid, the problems began. The windows were delivered and SEVERAL of the windows had been manufactured incorrectly. According to our initial conversation with ********************* at Marvin, this was on Marvin (he now takes a different position), stating that there was some confusion with a change in the Marvin vendors and Marvin had not updated the order consistent with the design parameters. The incorrectly-sized windows were returned. They were supposed to immediately begin manufacturing of the replacements.This did not occur. They forgot to submit the order. Again, according to our initial conversation with *********************, this was on Marvin (*****, again, now takes a different position). Eventually, months after they should have been delivered, they arrived and were again incorrectly sized. Marvin says this next delivery was on the *** The ** claims they measured as instructed by Marvin. This loop continued to occur until our ** made Marvin come out to the property to measure to ensure that they would stand by their production. Our construction is halted because of this and Marvin says we dont qualify for them to expedite. They also refuse to give us details on the orders. Unreal. Dont use Marvin. We havent had this with other manufacturers.

  Business response

  02/23/2024

  Thank you for contacting Marvin about the concerns regarding **** and ********************************* situation. It is unfortunate that they have experienced some issues related to their product order. Marvin is making every effort to assist the ***********.
  
  Marvin is a manufacturing company of windows and doors.Marvin does not physically go to locations to obtain measurements for products to manufacture. Instead, Marvin receives a product order with the order size specifications, and we custom manufacture every product based on this specific information. We do so with great care and consideration in order to produce top-quality products for our customers.
  
  We have reviewed the *********** complete file and have spoken directly to those with first-hand knowledge of their situation. On numerous occasions, Marvin product was ordered from the *********** building company with incorrect measurements and by no fault of the *********** or of Marvin. This was discovered after the products were manufactured by Marvin and received by the ***********. Upon awareness of the issue, Marvin worked as quickly as possible to remanufacture the products that were ordered incorrectly.
  
  The *********** current product order for the remaining six units is currently in line for production and will be produced as quickly as possible. Our current lead time indicates that this final product is scheduled to be completed on or around March 26, 2024. All Marvin customers are important to us, and we work as quickly as possible within our current lead times to produce our product. In addition, the current lead time is communicated to our customers when the product is ordered.
  
  Thank you for the opportunity to respond to this complaint. 

  Customer response

  02/23/2024

   I am rejecting this response because:

  Marvins response is wholly inconsistent with our initial discussions with them and contains multiple misrepresentations and intentionally misleading facts. 
  

  *******, we requested (and had been promised but have yet to receive) all of the order and payment dates and correspondece. We believe Marvin intentionally is withholding this information because it will show the delays and poor service on the part of Marvin rather than the ** who Marvin is pointing fingers at. 
  
  

  
  

  Business response

  03/01/2024

  We have reviewed our file.  As far as his requested information, he can obtain the order information from his dealer that ordered his product for him.  We wouldnt want to post that information on this forum.  Regarding payment dates,this is something that he and his dealer would have, not Marvin.  In reviewing his current order, it is still scheduled to be completed around March 26, 2024, as we have previously explained.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Marvin Essential windows purchased 1/17/2023 from *********** ************** Reported issue that every window is leaking 11/24/2023 after weather got cold. Took *********** ************* until 11/29/2023 to open ticket with Marvin. Work Order number WO-******** with Marvin. ********************* was customer care agent. The only communication from ***** was the first email for the case number ******** until I replied to the email thread for the work order 1/19/2024 that I would be filing a complaint with the Better Business Bureau next week. ***** called me and told me they need to check with manufacturing. I told ***** that 2 months for Marvin to think about what to do is very poor customer service. ********************** sent out tech ************************* 12/8/2023 2:15pm and 1/18/2024 9am. ****** showed up about 30 minutes late each time and performed the same work each time. ****** confirmed the windows were installed properly, but there are large gaps around every window and daylight can be seen between the sashes and the weatherstripping. Cold air is constantly blowing in. Marvin has yet to propose any solution or attempt anything, besides replacing 2 pieces of weatherstripping with the same size weatherstripping. Pictures attached showing wide gaps, daylight between windows and weatherstripping and loose weatherstripping. I want every window replaced due to very poor manufacturing, large gaps around the windows and constantly leaking. The second time ****** was here he said that a ballast is now broken after he tried to open the window on the small window in my kitchen that faces northwest. That window needs to be repaired. Both Marvin and *********** ************* are aware I'm filing a complaint with the Better Business Bureau. There is no sense of urgency from either company. Both companies keep telling my it takes time. I'm running my heat ****+ hours a day to maintain temperature.

  Business response

  01/31/2024

  Thank you for forwarding this to us.  We have reviewed our service file and find that we have been diligently working on this issue within our company and with the local dealer to find a resolution to this issue for him.  The dealer, ****** Glass & Mirror has been in contact with the homeowner, and we have placed an order for some sash and new weatherstrip to correct the issues that he has been having.  The dealer is also addressing the balance tube issue on his kitchen window.  We look forward to a good outcome for him.
  

  Customer response

  01/31/2024

   I am rejecting this response because: I strongly disagree that anyone has been diligently working on this issue.  Two months to propose a solution is not diligently working.  Please review your service file and you will see at no time did anyone from Marvin respond to me in any way ever until I told Marvin I was going to file a complaint with the Better Business Bureau on 1/19/24.  A case was opened with Marvin on 11/29/23.  Marvin sent a tech out on 12/8/23 to inspect.  The same tech then came back out on 1/8/23 and compared weatherstripping again.

  I want to make it clear at NO time did ANYONE from Marvin contact me during this whole process to let me know what was being done until I said I was going to file a complaint with the Better Business Bureau.  After that all the sudden Marvin was able to come up with the correct solution.  I have phone calls records and the case email thread to prove this.

  The only part of Marvin's response that I accept is that they are ordering new sashes FOR ONE WINDOW and new weatherstripping.  I have 10 windows, not one, that all have the same problem.  But yet again it has been over week now with zero communication from ANYONE regarding any eta or how long this will take to manufacture new sashes.  I have my doubts that the new sashes will be the correct size as no one took measurements of the opening the sashes need to fit in, so we will how the new sashes fit, but I have no idea when that will happen as there is ZERO communication from Marvin.

  
  

  Business response

  02/07/2024

  Tell us why here...

  We have reviewed our file, the 2-replacement sash are scheduled to ship out on the week of 2/19/24. Once the dealer has these sash, they will set up an appointment with the homeowner to install these sash to verify that these sash will work; once that is verified, we will order the remaining sash to be installed.  We understand that the dealer has already been in contact with the homeowner and explained this to him.  We look forward to a resolution for him.

   

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered windows from Marvin in March, although the windows finally arrived 7 months later the molding for the custom window was incorrectly manufacturer, wrong size in arch. After alerting Marvin to the issue immediately, a new molding was ordered. I specifically asked that the molding be checked at the manufacturing location to be sure the size was correct before shipping. 2 weeks later the molding arrived again in the wrong size arch exactly as the first delivery. I immediately called Marvin and was told they would again order the molding, that was a week ago and no further information was provided. I will now have to pay a ********* a day rate to come in and install what he should have been able to install when he installed the window, same with the painter.

  Business response

  11/12/2023

  Thank you for contacting us right away regarding this issue. We understand that ************ has recently received the replacement ********* Interior Trim that was reordered and custom-made to replace the original piece. It is also our understanding that this piece was, unfortunately, made incorrectly for a second time. We truly apologize for this inconvenience to ************ and understand that it has caused a great deal of frustration. Please be assured that we have acted quickly to resolve this matter for ************, once and for all. As soon as we were made aware of the issue, we immediately placed this order back into production to have the trim remade. We have received confirmation that the order is complete and is being delivered on November 15, 2023, for *************Thank you again for the opportunity to respond. We are very apologetic that this has happened and have worked quickly in attempt to resolve the issue. 

  Customer response

  11/16/2023

   I am rejecting this response because: the molding was not delivered on 11/15/2023 and no information has been provided otherwise.  Please help.  I have been left in the dark for much of the 9 months I have been waiting on my window.
  
  
  

  Business response

  11/16/2023

  The following response was sent by email directly to ************ this morning.

  We want to keep you updated; it has come to our attention that the truck that was planned for 11/15 has now been planned for 11/19.  Your interior trim will be delayed by a few days. We apologize for any inconvenience this may cause.

   

   

• Initial Complaint

  09/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In March 2023 I ordered and paid for 3 windows from Marvin through their dealer. I was told at the time of order there was a **** week delivery. This would have taken us to mid summer (June). When we received no updates from Marvin on delivery we started checking in with their dealer, delivery was rolled to 16 weeks. Which put us in July. After still no windows in July or August and we checked regularly as Marvin provided no updates. I spoke with their Regional supervisor in late August and was told to check with their ********* folks as even though our dealer was in this individual (****'s) region and had been since ******************* had yet to speak with or have any contact with their dealer. We spoke with ********* office of sales and received a sideways apology and was assured the dealers always know delivery dates and delays. We were guaranteed by **** that deliver would be no later than 9/26. It is 9/29 and we still have no window and was told by **** that oops the window was taken off the truck and oops no one was told. We have delayed our ********* and our painter for weeks due to Marvin's oopes. It is clear that although the claim of dealers always knowing as Marvin was on top of dates they clearly are not. I would not recommend Marvin to anyone and I am reporting them to the state and the feds for unfair commerce practices and non-delivery reporting for online ordering.

  Business response

  10/07/2023

  October 7,2023
  
  Better Business Bureau of ********* and ************
  Attention: *******************************
  ***********************
  **********, ** 55337
  
  Re:         ********************* ID ********
  
  Dear **********************:
  
  My name is *************************, and I am the Enterprise Director of Insurance, Claims, and ************* Services at Marvin. I am writing on behalf of Marvin regarding the above-entitled matter.
  
  Thank you for bringing this matter to our attention. We apologize for the inconvenience caused to ************ with her Marvin order.
  The production and delivery delays were due to supply-chain shortages, which contributed to a delay in product manufacturing. Our delay in delivering our product to ************ was communicated to the customer. ********************** continues to push for improvements in our supply chain by continuously exploring opportunities with our current vendors and potential future vendors.
  We understand that this issue involving ************** order has since been resolved. ********* order was manufactured and sent for delivery to her dealer. The product for this order was placed onto a Marvin delivery truck and was in transit as of September 29, 2023. The complete delivery was scheduled to occur on October 6, 2023. We have not been notified that the delivery did not arrive at the dealers location.
  Thank you again for the opportunity to respond.If you have any questions or further concerns, please do not hesitate to contact me.
  
  
  Sincerely,
  
  *************************
  Marvin
  Director, Enterprise Insurance,Claims, and ************* Services
  ***************************************

  Customer response

  10/09/2023

   I am rejecting this response because:

  
  1. Marvin did not communicate delays we had to call throughout the 7 months it took to finally have the window on a truck  we have not yet seen the window however we are told it is at our dealers location.

  2. Whatever issues Marvin had they did not tell us nor did they publish the issues to anyone else.

  3. We are now struggling to find someone to install and paint that window as due to Marvins mis communications on delivery etas I have lost my ********* and the weather is changing.

  4. Marvin does not appear concerned with the customers or with any customer support.

  please publish this review so other potential customers of Marvin become aware of their disinterest it meeting their deliveries or their customers needs.

   

  
  

  Business response

  10/13/2023

  We understand that your product has arrived at your dealer,and you should be receiving it soon, if you havent received it already. We are sorry that the delay in getting your product to you has caused you issues to get your product installed now.    We are sorry that the earlier communication wasnt as quick as it could have been, we are concerned for our customersneeds and we strive to meet our customers expectations, and we apologize that it wasnt up to your standards.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a patio door of Marvin's from ******** Lumber in 2020. The door latch/lock failed and I filed a warranty claim. Marvin came out to look at it 2 months ago and said they'd order a new part and it would be installed in 2 weeks.It's now been 2 months and they wont return calls to get a status update on the warranty claim or when I can have an operational door back with them fixing the lock.

  Business response

  08/29/2023

  Thank you for contacting Marvin about the issue with your door.  We have been in contact with your dealer, ******** Lumber Company, they told us that they have now scheduled to install the door handle kit on 8/31/23 at 8:00 am.  We are sorry for the delay and inconvenience;we trust that this will have your door working well for you.
  Thank you for contacting us and thank you for choosing Marvin.
  
  Best,
  
  ****
  

  Customer response

  08/29/2023

   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.

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/19/22 72 x 80 Marvin Essential DoorOrdered by Liverpool Lumber, ** hereinafter 7/22 Essential Door Installed by contractorDoor did not work from installation date, and the screen was not the one shown to clients in the ** showroom. Marvin and ** both contacted; Marvin tech came to troubleshoot and determined the operating panel was warped, and new operating panel was ordered.Customer continue to have problems with how the door operated and contacted Marvin; *******, Marvin **************** requested clients use the door for a few months; Customers complied with Marvins request; After several months of the door not opening and closing correctly (Loud clunking noise)*******, Marvin ****************, negotiated for clients to upgrade to the Marvin Elevate French Slider. The clients were informed that they would be required to pay $432.00 for the upgrade, and have their contractor install the new door; 3/6/23 Quote #WTBJ3P4Y was created by ** in the amount $4,121.00; signed by customer 3/6/23 Order #*********** was created by ** in the amount of $432.00. Said Order was for 72 x 80 Elevate French Slider. This Order was paid on that day by clients with a **** credit card 5/23/23 Invoice 2305-289024 was created by ** (ostensibly for the delivery of the door) showing no balance due and showing the door was 72x80, signed by customer The customers were to receive a door of the exact same size as ** had ordered in 2022;*The customer paid for an upgraded door of the exact same size as ** had ordered in 2022;The customer took delivery in May 2023, of a door, which they did not order;The customers were not advised by ** that they would have to expend further monies to have the incorrect sized door installed And, to add insult to injury, the lock does not work. Lock it, pull, and the door opens; *The customers are requesting a refund in the amount of $2,050. This amount is for the door only, not monies paid to the contractor;

  Business response

  08/21/2023

  We have been in touch with ************** and have been reviewing his file, and we have reached an agreement with ************** and the settlement agreement will be sent out to him in the next few days.
  
  Sincerely,
  ***********************

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So let me explain whats our concerns are: New windows came w/out screens. We purchased Marvin Windows on 10/07/2022, for a total of $10,205.52.Knowing that the lead time was 5 months, The windows were delivered on 3/07/2023 with out screens.. The screens were included and specified on the sale invoice. When I contacted customer service they told me the dealer reordered the screens . Here's the case number: ******** The estimated shipping date was 6/26/2023. I called again and they said the screen manufacturer was "struggling" and said they should be delivered on 7/17/2023. I did reccomend if they could have the screen manufacturer just send me the raw material so I can build them . It would save time and effort .

  Business response

  07/06/2023

  Dear ************************,  terribly sorry that you have had to endure such a protracted delay in receiving your screens! The good news is, they are scheduled to be at your dealers' a week from today. Given the relative short period of time from now until their scheduled arrival, may I propose that we not disrupt anything or needlessly add any additional complications. Thank you for choosing Marvin and thank you for taking the time to contact ** on this platform.  Again, I apologize for the delay in getting you your screens.

  Best wishes,

  ************ (*******, **)

   

  Customer response

  07/13/2023

   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. Thank you for your support . They finally arrived today four months late but we'll take it .  : )

*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. ↩