Complaints

This profile includes complaints for Marvin Windows's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Marvin Windows

  PO Box 100 Warroad, MN 56763-0100

• 

  Marvin Windows

  2020 Silver Bell Rd Ste 15 Eagan, MN 55122-1042

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:08/23/2023

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/12/2023

  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.

  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

  Date: 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

  Date:07/01/2023

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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 .  : )

• Initial Complaint

  Date:06/27/2023

  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.

  Marvin sale's rep provided inaccurate information about the sale. She said that I had to sign the contract on the night of the first visit to be able to get the 20% off sale which was not true. On the website, on FB the same sale was advertised to everyone for weeks. Marvin insisted that I had to get *** approval for the sliding door instal. That was an inaccurate information, and I only found out after I paid the *** application fee. Marvin did not communicate properly about changing the day of instal. I took the day off and my phone did not recognize the unknown number, it was not from "Marvin". ***** rep promised that she will supervise the instal but she did not. The subcontractors did a terrible job on a Saturday. I needed to point out problems around the job site (caulking to prevent water damage, broken screw) and they left before the door was functional, it did not lock. I still occasionally have problems with the foot lock not locking. Two Marvin employees (******* and *****) recognized the problems and promised to escalate it to a higher level to find resolution.Marvin measured the job site by *** and ******* before the instal, they have never mentioned that locking and unlocking the sliding door from outside will be almost impossible. The space is too tight and I can't use my right hand to turn the key. After all the promises, I received an email from Marvin's representative stating that "the key lock position on the door is how it is manufactured and is not the fault of the install crew or a manufacturing defect" and sent me the final bill to pay it as soon as possible. Marvin is not taking any responsibilities, the door is not fully functional. I am very disappointed and frustrated, I feel that they need to adjust their final bill. I picked Marvin and gave them the best online review first because of its reputation but I wish I hadn't. The service, communication, instal and follow up all together was the worst experience I've ever had with a company.

  Business Response

  Date: 07/06/2023

  Hello Kinga, Thank you for taking the time to contact us via the BBB.  We are, of course, sorry to hear about your less-than optimal experience.  But we were happy to have your area's Regional General Manager connect with you directly to talk through your concerns.  We were pleased that those conversations proved fruitful and that your concerns were able to be addressed.  This note is simply to acknowledge that process and resolution.  Thank you again for choosing Marvin Replacement.

  Best wishes,

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

• Initial Complaint

  Date:06/25/2023

  Type:Service or Repair 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.

  I recently had a Marvin sliding glass door installed at my lake home which is at a different address than my primary home. The address is **********************************************************. The door was defective. It arrived with a damaged door jamb and the panel was warped. It was also stained the wrong color and the locking mechanism broke. Marvin agreed to replace it with an unfinished door. I had paid additional money to have the Marvin factory stain the original door so they refunded the cost portion for the stain since Marvin decided to send an unfinished door as a replacement. The replacement door was installed on 5/26/23. We had a rainstorm on June 9th and lots of water came in onto the inside track of the door. We contacted *************************, Territory Manager at Marvin the next morning and he agreed to have a Marvin Technician come out to fix this issue. I've had conversations with ****** since but we have not received any update from Marvin Corporate and it's been over two weeks since the first storm incident. We had another rainstorm last night and have a lot of water inside. I notified Marvin again today which is 6/25/23. We have paid twice to have a door installed and are still seeking resolution for this issue?

  Business Response

  Date: 06/30/2023

  Hi *****,

  Very sorry to hear about these continued issues.  As I believe you have now already been informed via your Care Agent (****), an order for a new panel and interlocks for the door has been placed and we will have the service ************ these once they ship, they are planned for week of Aug 14th.  So we are still about six weeks out.  Thank you for your patience.  Again, sorry for all the inconveniences. Please contact your Care Agent if you would like to discuss further.

  And thank you for contacting ** via the BBB.

  Sincerely,

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

   

   

  Customer Answer

  Date: 06/30/2023

   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. I request a follow up by the BBB once the repairs are completed in order to ensure they have been done in a satisfactory manner. I request that this case remains open until that time?

• Initial Complaint

  Date:04/29/2023

  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.

  We installed Marvin elevate double hung and awning windows in a new home we built last year and moved into this March ,the windows were delivered with many scratches in the fiberglass when they were removed from the factory boxes , this was not a installer caused damage. When the windows were installed but before the insulation was installed we complained that many of the double hung were very difficult to open and also they are impossible to relock . The most surprising quality problem was on all of the double hung , mullions and triples units we could see clear through to the outside because the seals between the ************** allowed a gap ! We still have a casement window that dose not lock properly .Just yesterday I was trying to install the new factory screens and most of the double hung screens will not fit . With the new casement window screens the screen cloth in the aluminum frame was not installed square with the frame so you get an illusion everything is crooked . We are recently retired and and this house was designed and built to be our last ,our architect suggested and specked the Marvin Windows as a quality product for our home . We have been incredibly disappointed in the product and the response from ******************* the Marvin rep who basically said everything is correct and the dealer (rings end) should fix the Marvin problem .Its also frustrating that *** would not at least acknowledge that there are problems !All frustrating! Im waiting for Rings End to schedule a time to try to get this resolved. *********************

  Business Response

  Date: 05/05/2023

  Dear ******************,
  Thank you for sharing your concerns on the BBB platform. I am sorry to hear about your experience so far.  I took an opportunity and contacted ******************* directly to discuss your concerns. He was under the impression that things were moving forward in a positive direction, so your BBB complaint came for him as a surprise.  We have been in touch with Rings End and it seems that a site visit is scheduled for today, and that it hadnt happened earlier due to your winter travel plans.  In any event, Marvins goal is to earn your respect by standing behind our product and ensuring a lifetime of enjoyment.

• Initial Complaint

  Date:04/06/2023

  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.

  We had Marvin windows installed on all of our bottom floor of the house, and then found out the installation company does not have screens which fit it these Marvin Windows.According to the installation company, Marvin is working on a "solution" to this issue of course the screens the company did install do not fit and fall out if you blow on them too hard. It is sad that after spending $25,000. We end up with Windows we can open or our pets will jump out and possibly hurt themselves. The installation company tells us this is Marvin's issue: what I do not understand is why do they sell Windows then (if the installation company is correct) without screens that can fit???

  Business Response

  Date: 04/13/2023

  Dear *****************,
  I am sorry to hear about your poor experience with your Marvin installation, as it relates to obtaining correctly sized screens for your product.  It seems quite peculiar that your installers report having issues ordering correctly sized screens from Marvin as we certainly carry screens for virtually all our operable product. 
  Presently,you are invited to contact Marvin customer service directly for further assistance *************** (US)).  Please be prepared to provide: (1) the name of your installer/dealer, and (2) your approximate date of product order.  In the alternative, if you are able to record the glass etching codes with your products serial numbers you can submit it here: ********************************************************* And someone will be in touch with you.
  
  Thanks for choosing Marvin.

• Initial Complaint

  Date:01/06/2023

  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.

  I received my window order in February 2022 but were missing the screens due to manufacturer delays. I have contacted Marvin several times about the order not being fulfilled and they keep referring me to the local dealer who wont return my calls. Additionally, I have a broken window that Ive been trying to file a claim for since August 2022. Marvin refers me back to the local dealer ******************* who wont respond to my communications.

  Business Response

  Date: 01/24/2023

  Dear ***************,
  Thank you for contacting Marvin and sorry to hear about your issue.  We took an opportunity to look into our service records related to your order and, after review, we see that the address provided with your service case is different from the address you now provide to the BBB.  Accordingly, a Marvin customer service agent will be in contact with you promptly to clarify your correct address.  Since you are having trouble communicating through your dealer (which is the normal channel) we will make every effort to provide you with Marvin-direct service, as may be needed.
  Again,thank you for contacting us, and thank you for choosing Marvin.  

  Best,

  ****

  
  

• Initial Complaint

  Date:10/07/2022

  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.

  I recently filed a complaint against Marvin Windows @ *********************************************************.. Complaint #********. You would not pursue it because you said they were out of business. My intention was not to file my complaint against that particular company, but against the manufacturer of the Marvin Windows parent company. Marvin Windows in *******, **. received a huge settlement from the company that supplied them with the inferior wood which Marvin used to manufacture the defective windows and doors. We purchased our Marvin windows and doors in **** from ***************************, representing and selling Marvin products. After receiving your email saying you would not pursue my complaint, I sent Marvin Windows, *******, **, a email requesting some assistance from them in repairing or replacing my windows that have rotted. There was a class action settlement against Marvin but it expired in ****. My warranty expired in ************************************************************************************************* two. A woman from Marvin left a voice mail on our recorder saying our windows and doors were past warranty so they would not do anything. So what about the $1 + billion dollars they got in their settlement. Was that not meant to compensate customers such as us that is stuck with rotted windows and doors that they admitted they sold? We paid them over $30,000.00 dollars for our windows and doors. It is wrong they can get away with this. Thank you.

  Business Response

  Date: 10/10/2022

  Dear **************:
  
  Thank you for contacting us via the BBB portal and raising your concerns regarding your Marvin products field performance. After looking into it, we were able to successfully locate the product order associated with your residence.  Our records show your product is from the year ****. Thus it is now 22 years old, and is 12 years past its manufacturers Limited Warranty coverage.
  
  Since you reference a product class action it bares drawing your attention to the fact that your vintage of product (mfg ****) was never in scope for any class action.  In fact, your product is almost a full decade newer than any class action product.
  
  
  Our records do show that you appear to have received several courtesy or warranty offerings including that in **** you received some hardware, screens & wood stops, and in 2014 you received a 50% discount on replacement sash.  Then most recently, on Oct 5, 2022, our service records show a Marvin CSR informed you that your product is well out of warranty and you were referred back to a local dealer.
  
  Under these circumstances, you are best advised to contact your local dealer to explore your best/optimal product options.

  Customer Answer

  Date: 10/10/2022

   I am rejecting this response because:   The courtesy hardware, screens, woodblocks were within the 10 year warranty and were part of the original order.  The 50% discount they talk about for a replacement sash is not acceptable considering the number of windows that are rotted out because of defective wood they used to build the windows and they received a settlement from their supplier for millions of dollars that should have been passed on to customers like me that paid them for the inferior product.   We already paid Marvin $30,000.00+ for their rotten windows and now they want us to spend another $6 - ********* to replace rotted windows and doors!!!!!  
  
  
  

• Initial Complaint

  Date:10/06/2022

  Type:Delivery 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.

  1, We hired a General contractor to build a new house 2. The ** ordered the windows thru Zeeland 3. Zeeland, a Marvin Window Distributor, ordered the windows from Marvin 4. The windows arrived and it was noticed four of the custom windows were incorrect - May 2022 5. It was discovered ******* ordered them incorrectly.6. The replacement windows were re-ordered in May 2022 7. The ** was given a date of Mid-September 8. The date was pushed back to October 25th, 2022 9. The date was pushed back again until December 5th, 2022 10. Reportedly, Marvin is placing the responsibility for the delay on the glass company.11. The ** either is getting no replies or significantly delayed replies from Zeeland/Marvin As the homeowner, I find this unacceptable and unprofessional. Why cannot the ** get the windows? The ** cannot finish the house because we are waiting for FOUR windows that were ordered from a Marvin distributor incorrectly.

  Business Response

  Date: 10/14/2022

  Dear ****************:
  Thank you for contacting us via the BBB.  Recognizing the serious impact the four reordered units is having on your project we endeavored to track down both your original order, as well as the order for the four replacement units (reordered on account of a sizing discrepancy).
  In light of the circumstances you describe we made direct contact with a senior leader of the responsible manufacturing unit (roundtops).  Unfortunately, we were advised that there is nothing that can be done to bump your order ahead in line, as it would necessarily mean that an order submitted before yours would get bumped back, and that wouldnt be fair.  As you may know, our manufacturing teams are working through unprecedented backlogs and our current lead times are an unfortunate result.  As for those earlier mid-September and Oct. 25, delivery targets you mentioned,our system doesnt show any record of those targets, instead our records show that our leadtimes for roundtop orders placed the week of April 18 were ***** weeks out, and presently - allowing for the Thanksgiving holiday - pushes your order to the week of Dec. 3.
  In any event thank you for bringing this matter to our attention, we are sorry we cannot do anything to expedite the delivery dates for the units in question.  It is quite unfortunate that the field sizing discrepancy occurred in the first place.