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:08/17/2022

  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 ordered 5 Marvin windows and patio doors from ******* many months ago. Every week, I am given a new date for the following week on when they will be delivered. The changing of the delivery date has been happening every week for almost 2 months now. No one seems to know if theyre actually ready and I rarely get a call back with information. ******* continues to blame Marvin and says they have no control over the constantly changing dates. This is very frustrating and I wish I wouldve gone through a different company at this point.

  Business Response

  Date: 08/26/2022

  Dear **************:
  Thank you so much for choosing Marvin and for contacting us via the BBB portal.  I am very sorry to hear about your poor delivery experience on your recent Marvin order with *******.
  On your behalf I reached out to ******* and, after providing them with your name, I was able to confirm that theyd placed several recent Marvin orders for you, one which included Elevate product and another that included a Marvin Clad Door.  The door shipped out after the Elevate product.  Presently, Ive confirmed that Marvin has delivered all product on your ******* orders, including a final hardware and screens order.
  It is no secret that industries across the US are experiencing delivery delays due to unprecedented market demand coupled with supplier and logistics snarls.  But your complaint highlights a top challenge for us at Marvin: to drastically reduce our lead times. While improving this metric is a top priority, unfortunately many customers such as yourself have been subjected to extended, and sometime changing, delivery dates.  Please accept my sincerest apologies.  We appreciate your business and trust your new Marvin will be worth the wait.   
  Best,
  ****

• Initial Complaint

  Date:08/15/2022

  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.

  When our windows were received, they had handling damage from the factory due to the banding being tight, with no protection, bending the ****** on the windows beyond repair. These were already long lead time windows with a kynar coating. We immediately notified the Dealer, and Marvin ***************** and filed a official service request. Of all the windows damaged, most were able to be fixed in the field, but two were beyond repair. We have been waiting on these two windows since filing the service request in May 2022. We have not been able to get a response from the Marvin ************* and nor has the Dealer we bought the windows from. We are approaching the 4 month **** since we reported these problems and our house construction is now on hold until these windows come in. We are seeking swift communication and weekly updates to our Dealer or ourselves regarding the *** on these windows we have already paid for. Marvin Case Information Case Number: ******** Work Order Number: WO-******** Primary Contact: ***************** Phone: ************ Email: ******************** Service Address: ****************************************************************

  Business Response

  Date: 08/26/2022

  Dear ************:
  Thank you for choosing Marvin and for contacting us via the BBB portal.  I am sorry to hear about the generally protracted product delivery timeframes you describe and also the communication delays (non-responsiveness) you describe on your recent Marvin field service order.  In an effort to achieve a **************** to your complaint Marvins lead service representative for your area, ****, has been in contact with you now several times, providing you with delivery updates,etc.
  Improving our delivery lead times is a top challenge for us at Marvin.  While improving this metric is a top priority,unfortunately many customers such as yourself have been subjected to extended,and sometimes changing, delivery dates.  Please accept my sincerest apologies.  We appreciate your business and trust your new Marvin product will be worth the wait.   
  Best,
  ****

• Initial Complaint

  Date:08/01/2022

  Type:Delivery 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.

  Our contractor ordered Marvin windows for our new home. The windows were delivered to the job site in February 2022. At our final walk through with the Builder on May 14th, we were advised that the screens for 17 of our large windows did not fit (Marvin code etched on glass for 1 window for reference: A22064210747). Two weeks later, at our builders request, a Marvin representative visited our house and confirmed that the screens did not fit because they were not square. He advised that he would get new screens right away. The local building supply company (that ordered our windows - Wisconsin Building Supply) told us they were continuously checking on the status of our replacement screens. On July 7th, I contacted Marvin windows directly and learned that they had no order for replacement screens. Marvin and Wisconsin Building Supply told us that replacement screens would be ready in a month. We were just told today that the screens might be ready by the end of August!Marvin "build quality" resulted in screens that didnt fit. The screens are paid for. We should not have to wait months to receive the correct product. We were failed by Marvin and Wisconsin Building Supply, and this situation should have been corrected by now.I filed the same complaint against ********* Building supply because both businesses failed us

  Business Response

  Date: 08/05/2022

  Dear valued customer,
  Thank you for contacting us via the BBB.  Here at Marvin, we pride ourselves in providing responsive customer service on a variety of user platforms, including the ********************, though direct contact to our service team typically provides the quickest, most streamline response.  Presently,weve taken the opportunity to look further into the delivery concerns you raised regarding replacement screens for your recent window purchase.  I am pleased to inform you that our order management system shows your replacement screens have been ordered and are currently marked as in transit.  You should expect delivery within a week or so.  The screens will be delivered to your dealer and you will need to contact them to make arrangements to have the screens delivered to your home.

  Thank you,

  Marvin Service Team

  Customer Answer

  Date: 08/05/2022

   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.