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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have 26 Harvey windows in my House, covered by lifetime transferrable warranty . It is still valid *******************************************************************************************, I do contact Harvey for damaged screen and window part replacement, and got parts quickly and no shipping ********** Harvey request full price for screen replaecement and shipping fee.I believe its rip off from initial Harvey warranty.
Business response
11/01/2024
Hi *** ***********,
We appreciate you reaching out and have looked into your claim. Your Harvey warranty does cover product defects for the lifetime of the product; however, it does not cover product damaged by the consumer or damage from general use, which is what was submitted to us. The reason there is a charge for the screen and a charge for the shipping is because this was not a qualified warranty event, as such, those costs are not covered. In the interest of customer satisfaction, I would be happy to consider waiving the shipping costs for your replacement order. Please feel free to resubmit the claim if you'd like to go that route and reference this BBB claim.
Sincerely,******** ******
Director of Customer Service
********************** Windows & Doors
Initial Complaint
06/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The window in my granddaughters bedroom wont remain open. If opened it slams immediately down. I called seeking a repair professional and was treated like I was a criminal. My whole home is all Harvey Vector Hurricane Windows. I am handicapped and disabled. The service professional I spoke with was obnoxious, rude, disrespectful. Even stating a repair cost of $150.00. Which in return I stated I dont care if its $500.00 if it prevents either of my granddaughters or a family member or friend from being injured. All I desire is a repair of a top of the line window I purchased being repaired for family SAFETY. The Harvey Professional Customer Representative, voice becoming more louder and disrespectful. Was a response that certainly in my mind was. Do you think we give a ****. I purchased all Harvey Vector Hurricane Proof windows because it is a ************* product, produced by ************* or ************* professionals. My purchase for their wages to assist caring, feeding, help for their families. If I had ever known that in my time of need. My issue with an unsafe TOP of the line Harvey Hurricane Window would be my treatment of , we dont care. Im sorry now that I financially cant afford to rip every Harvey Window out of my home and purchase from another *************** I was proud purchasing top of the line Harvey Hurricane Safety **************. Now Im disgusted having a first time serious safety dangerous window. My treatment of do you think we care. I give the Better Business Bureau my permission to send my complaint to every Better Business Bureau in ****************************. Please inform everyone who uses your service the buyer beware lights are flashing red ?? STOP !!! When you purchase what you consider is a top of the line Harvey Window product. When the product becomes a unsafe product in need of necessary repair. Your concerns unfortunately will be treated as mine. We dont care. STOP seeking a ************** with dignity.Business response
06/09/2023
Dear ****************,
We apologize for the service experience you received . We will be sure to look into and address immediately. We very much appreciate that you have chosen Harvey for your remodeling needs, from a company with a rich history of standing behind its product and offering unmatched service support in the industry. We value you. It's my understanding that one of our ********************* has already reached out to discuss your claim. We will coordinate a service visit to your home at no charge and help address any outstanding concerns with your product. We thank you for reaching out, and rest assured we will review internal processes to ensure your experience moving forward is a positive one. Feel free to reach out again at any time.
If there are any other issues or concerns, you can also reach out to me directly.
Sincerely,*********************
Director of Customer Service
************
Initial Complaint
12/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In 2014 we had Harvey replacement windows installed in our home. We subsequently had a seal failure on a window and the glass is now fogged up. In May, 2022 I reached out to Harvey and they indicated that we have a 20-year guarantee (Harvey Warranty Claim - Top Claim (order ******* Line ***** / Quote *******), so they agreed to send us a new window once we satisfy a $30 shipping charge. I sent the check and Harvey sent a replacement window. Unfortunately, the window is incorrect as our windows are painted with Better Grain Dark Oak, and the representative (*****************************, ************ ) indicated that this was discontinued. ******* said the best course of action was to have a service technician replace the glass only (not the sash). Since October, 2022, I have been unable to get a response from *******, despite multiple email and phone call attempts.Business response
01/02/2023
****************,
Apologies for any delay in helping to address your warranty claim. Someone will be reaching out to you within 48 hours to help get this resolved as soon as possible.
Regards,
*********************
Harvey Windows & Doors
**********************************************************
Initial Complaint
09/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I submitted a warranty claim for a window. I made a payment to this company back and May. They have yet to deliver me the window and took my money.Business response
09/19/2022
Good evening Mr. ********,
Our apologies for your recent experience with our organization. We take great pride in honoring our product warranties, and providing service after the sale. Someone will be reaching out to you tomorrow to review the claim and work towards a speedy resolution.
Regards,*********************
Director of Customer Service
Customer response
10/04/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I havent received a response from anyone since I filed the complaint.
Business response
10/07/2022
Dear ********************,
We reached out to the Harvey representative who has been in contact with you. They indicated that a new warranty order was placed and is currently due the week of 10/14. The representative will email you and call you today with an update. Apologies for any delay or miscommunications at this point. Please feel free to reach out to me directly if there are additional concerns.
Regards,
*********************Director of Customer Service
**********************************************************
************
Customer response
10/11/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have been receiving the same story for months now. The only resolution is to receive the item. Please keep this open until Harvey follows through and delivers what is promised.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
09/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company is absolutely ridiculous! I have been trying to get defective windows warrantied since 2019! First their excuse for the delay was Covid-19 and I was told It may take up to a year. Then again in 2020 they told me the same thing when I called back to see what was going on, they assured me they would reach out to me via e-mail when they are shipped. For 2 years straight!!! Now every time I call they tell me they don't see it and will look into it and call me back. They ASSURE ME EVERY TIME THAT THEY WILL DEFINITELY CALL BACK and they NEVER DO!!!It's almost 2023 and I still can't get my windows warrantied.It seems they are just dragging out time till the warranty runs out.I never go through the headache of complaining about stuff like this, but this is absolutely ridiculous.Business response
09/13/2022
Dear ************,
Our sincerest apologies for your experience to date. I can assure you this is not the type of service or experience that Harvey is known for. We are going to be looking into the matter immediately and will be reaching out no later than tomorrow to get this resolved for you asap. Please feel free to reach out to me directly if you have further concerns or would like to discuss.
Sincerely,*********************
**********************************************************
************
Customer response
09/29/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
There was no settlement offered to either accept or reject, so I do not
understand what the meaning of accept or reject means.
I ACCEPT that the business will contact me, But I REJECT it as a
settlement/resolution to my complaint.
I was told I would be contacted, I received another e-mail stating the
same, but I have received no phone calls or response other than being
told someone would reach out to me, but I have yet to speak to someone,
or receive a resolution to my problem.
-*******************Business response
10/02/2022
************,
We had reached out several times and weren't able to reach you. However, we are very happy that we were finally able to connect with you. The agent will work with you closely to complete your warranty claim as soon as possible. Apologies for the delay.
Regards,
*********************Initial Complaint
05/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Between the months of July 2021 to February 2022 Harvey Windows has failed to provided us with quality screens that fit our windows. After replacing 24 windows in our home, three attempts were made to correct the problem with the screens. It took three deliveries of broken, bent, ripped, and ill fitting screens. The final set of screens that we received in February 2022 have obvious gaps on the top and bottom, with the metal spring showing on all of them. We expressed our concern that mosquitos and other bugs would be a problem. We open our windows and expect that the screens will keep the bugs out. **** was not an issue with our 30+ year old windows. The Harvey rep was dismissive, felt that Harvey made the situation "right" and told us to contact him if there was a problem in the spring. It's spring. We have a major mosquito problem. My six year old daughter is especially sensitive to bug bits (hence why we decided to replace the windows with new screens in the first place). My two year old son is also being bitten at night. The constant lack of communicate, lack of concern, and inability to provide screens that fit the windows properly has been especially frustrating. Our contractor that installed the windows has been responsive and has also contacted Harvey multiple times. Neither one of us is being taken seriously by Harvey. The quality of the screens we have received is laughable. They nearly fall apart just being held by hand. They were quick to take our money and have made every excuse, including Covid, of course. We are constantly being transferred, told that we will receive a call back, and made to wait weeks, sometimes months because the rep is too busy to come our area. We have lost work time in trying to meet with the rep. **** situation is really unfair. We paid for windows with screens and have been treated very poorly since we reported a problem.Business response
05/24/2022
Hi Mrs. ******************************** are very sorry to hear about the experience you are having with your new Harvey windows. Harvey has been a proud manufacturer of quality products since 1961. We stand behind our warranty and our customers. I have asked our ************* Manager, *************************, to reach out and work directly with you and your husband to ensure any outstanding warranty or product concerns are fully reviewed and corrected. It's our expectation that we will address any outstanding concerns so that you can start to enjoy your windows again as soon as possible. Please reach out if I can be of further assistance, we look forward to servicing you.
Sincerely,*****************************
**********************************************************
************
Customer response
05/24/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The response from Harvey was a generic/automatic note; it's clearly a standard response without any consideration for our specific issue. We aren't complaining about the windows, we have a serious complaint about the quality of our screens. Although I appreciate that a representative will reach out, previous representatives did not resolve the issue. This feels like we are once again being pushed off...wasting more time
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business response
05/26/2022
Hi Mrs. ********************************************* assure you this was not just a standard response. We take any and all complaints very seriously. My apologies if you felt it came across that way. My position here at Harvey is Director of Customer Service. I oversee our field service operations and customer service support staff. ************************* is our ************* Manager and has not only been briefed but fully reviewed the service history. He is taking the lead and will work with you and your husband directly to resolve this expeditiously. Our intention is to correct the concern and ensure that you can enjoy your new Harvey windows for years to come. **** has also been given full authorization to upgrade your screens and will be presenting that solution to you during the next scheduled visit. He has already confirmed that he's been in touch with your husband and making the necessary scheduling arrangments. I hope this provides a little more comfort. We truly look forward to getting this resolved.
Sincerely,
*****************************Initial Complaint
12/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased property 10/15/21, fire rebuild 2015, Harvey windows installed. Have 2 leaking windows on main floor; contacted Harvey Window, ************************************************* have refused to send a tech out as I cannot provide date of window nor serial #. The window(s) is unlocked, cannot be locked & can only open bottom half. The sticker is on the top half of window that cannot be opened (either window). I am a military widow, age 70, & have no family within driving distance. I stated I was willing to pay $85 for tech to come out as these windows are warranty 20 yrs. I am losing heat, the main floor is always cold, keep shade down at all times. I have NO choice other than to submit this company to BBB. I also sent a message to Harvey Window, ********************************************************************** am requesting help in getting a tech to come out to fix and/or replace these 2 windows.Sincerely,********************* ************************************************** Home # ************ Cell # ************ email- ******************Business response
12/08/2021
Hi *****,
My apologies for the difficulty you had reaching out to our service department and coordinating a service visit. I've read the complaint. I do want to point out that all Harvey windows have a Do Not Remove warranty label at the header of each window. This allows us to identify the product and begin to be able to process your claim. If for some reason it is missing, any of the other Harvey windows in the home will still have it. This does help us to easily distinguish our product. We can not service the product of other window manufacturers. If you are still finding difficulty gathering the info, and would still like for us to dispatch a technician, then I have no problem authorizing that for you. Feel free to contact me directly at ********************************************* and I'll have someone work with you to set up an appointment.
Sincerely,
******** ****** *********************************** Director
********************** Windows & Doors
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