ComplaintsforMarvin Windows
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased several pebble **** clad exterior Marvin windows through ******************* at East Haven Builders Supply. Order number BBM00471. After months of delay, I was told by **** on May 9 that the windows would be leaving the factory ( *******, ********* ) on 5/23/22. On June 9 I received word that the windows were to be DELIVERED the week of June 27. **** told me on June 9 it was the "usual excuses of labor/supply chain/production." It is now June 29 and no windows, and **** from East Haven Builders says it's showing on his end that the windows are "not complete" but will give me no further information. **** said on June 29 he spoke to someone who said that the windows are in production, but would not tell me how many windows are done or when they will be shipped. I cannot even get an estimate on when the windows will be shipped or arrive. I don't know who is to blame but this sure feels like a scam, since no one will give me information.Business response
07/01/2022
Dear ************,
Thank you for your inquiry via the BBB online portal. I am sorry to hear about the shipping delay -and mixed messaging - youve received regarding your orders Target Delivery date.
Our order management system shows your order (#BBM00471)was ordered on 2/18/22 and is presently scheduled to ship 7/11/22. Based on the account you provide, it sounds like we need to do a better job of providing your dealer with training/education on how to understand our ordering systems target delivery dates. In any event, please accept our sincerest apologies for any inconveniences this miscommunication, or these extended delivery timeframes, have caused you. We know youll love your new windows! Thank you for choosing Marvin where our mission for human-centered design puts you our customer at the center of all that we do.
Sincerely,
***********************Initial Complaint
03/22/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The manifacturer sought to protect the incompetence of the dealer at the discretion of the regional sales provider *********************************, ************************************** who obfuscated any responsibility and failed to ensure customer satisfaction. A colleague of hers stated that this is not the Marvin way. Delay in ordering by the business ************************ of *********, *********, was overlooked and seen as inconsequential by the sales representative of record, who offered no assistance in this manner. I can provide emails as needed .Business response
03/29/2022
Dear Sir,
Thank you for passing along your point of concern, which although does not appear to be directly related to product, I would be happy to review further. To that end, kindly forward me those email communications you mentioned in your initial BBB complaint and we will look into this matter further. Please reach me at: ********************************
Thank you and kind regards,
****
Initial Complaint
03/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Sept 15 of 2021. I had (8) Marvin DH Elevate windows installed and (1) slider Elevate . These are all new construction type. Problem: These are the coldest windows we have had in any home: if the outside temp is 32deg., the inside sill temp is 59to 64. this is with a thermostat setting of 67 inside temp. The furnace runs constantly and my gas bills have increased by $300. The only window that is ok is the slider. The Marvin rep has been here. He has all the photos of the temp. readings.He agreed there is an issue outside of installation. He likes the install *** and said the install looks fine. The problem is that these windows have no insulating value .The cold air pours thru the glass and the frames are extremely cold.Marvin has the equipment to measure the value of the glass.Marvin needs to come out and take responsibility for these windows.All I have received from them so far is a cookie cutter response.Marvin STEP UP.Business response
03/25/2022
Dear ******************,
Thank you for your recent letter to BBB. We are sorry to hear about your performance concerns. We have taken the opportunity to further investigate the details related to your inquiry. It does appear that you recently earlier this month you reported a same or similar concern via our Marvin customer service portal. Moreover, it appears that a Marvin customer care agent has been assigned and that your local service connection dealer has been actively engaged to respond to your request. If you have not already been contacted, our service connection partner will be in contact with you soon. In the meantime, if you would like to review your products energy details please visit us at:
https://www3.marvin.com/support/energy-dataAgain, thank you for contacting Marvin. We trust your concerns will be addressed in the very near future.
Best wishes,
The Marvin **************** Team
Customer response
03/25/2022
I cannot accept Marvin's resolution if there's no solution. C'mon Marvin you know the problem
Fix it!Business response
03/29/2022
Thank you for your reply. As mentioned previously, because a dealer service visit is forthcoming resolution of your complaint will be addressed via your local servicing agent.Initial Complaint
11/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
One of the windows failed on my brand new house within 2 years they're telling me its not covered under warranty. They literally have still not completed the original installation on this home from delaysBusiness response
11/15/2021
Dear ************,
Thank you for contacting Marvin. We look forward to assisting you. We will need your product information to help us in tracking down information related to your product order. Please respond directly via the BBB portal or contact me directly at ************************************. Thank you.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
39 total complaints in the last 3 years.
14 complaints closed in the last 12 months.