Complaints

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

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  Harvey Building Products

  1400 Main Street Waltham, MA 02451-1601

• 

  Harvey Building Products

  401 Riverside St Portland, ME 04103

• 

  Harvey Building Products

  60 Rocky Rd Otisfield, ME 04270

• 

  Harvey Building Products

  10 Turnpike St West Bridgewater, MA 02379-1005

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:02/05/2025

  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.

  Since December of 2024 I have been trying to get my window fixed. All of our windows are Harvey Windows. We have one that won't stay up. The customer service *** had me send her photos of the windows and what was broken on it, which appears to be a string that connects to the window sash. She then sent me a window sash but that is not what is broken. I emailed her back over a week ago to let her know. No response for 5 days. I then emailed customer service and they told me that the *** I was working with was out of the office till Feb 3rd. Mind you I receive no out of office notification or any response at all until I contacted support. It is now three days since the *** should have returned to the office and again no communication from Harvey. I just want to get my window fixed. It has a lifetime warranty and they are making this extremely difficult for us.

  

  Business Response

  Date: 02/06/2025

  Hi **************************************** representative will be in touch with you within 24 hours to help process your warranty claim.  Our apologies for any inconvenience this may have caused you.

  
  Regards,
  **** ******

  Harvey Windows & Doors

  Customer Answer

  Date: 02/12/2025

  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 has been no resolution to this. Someone from the company (I have the name) left me two messages. I have since called back twice and left messages as well. He has not called me back. So I still have a window that will not close.
  
  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

  Date:01/22/2025

  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 had windows installed that were made by this company and installed incorrectly by a company near us (this occurred in 2019 but the interaction with Harvey windows occurred within the last 2 months)I contacted the window company because that was the first step in the process for the installation warranty. They charged me $85 to come inspect the windows. The inspector made it clear that the windows were not installed properly. When I asked for the report via email it said recommend consulting a qualified professional. I feel like I keep getting the run around. Maybe this isnt a bbb problem but this company and their warranties seem bogus.

  

  Business Response

  Date: 01/23/2025

  Hi Mrs. **************** appreciate the opportunity to address this.  Harvey Windows & Doors is a manufacturer and sells directly to the distributor.  We are not licensed installers, nor are we directly contracted with to perform installation work.  Our warranties explicitly state that we cover the manufactured product and any related product deficiencies only.  If you have identified an issue with installation, then you will need to contact your contractor to discuss...this would be the company that you contracted with to install and purchase your windows.  They would have the expertise to address any concerns and review work performed on your home.  This is not a service we provide.  Our field technicians can only comment on the product and/or address any specific product concerns.  We will repair or replace any component that presents as a valid warranty claim.  Our sales **** and field service technicians would have communicated the same.  If you'd like to receive a call back to discuss these concerns, please us know...or feel free to call us back to further discuss.
  
  Regards,

  **** ******

  ************

  **************************************************************************************

  Harvey Windows & Doors

• Initial Complaint

  Date:12/03/2024

  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.

  In November 2021, I had four Harvey windows installed by a private contractor. Within a couple months it got very cold, as expected in ***********, and 2 of my 4 windows began icing up on the inside. That means the temperature of the inside window is cold enough to freeze. To me that indicates the integrity of the windows is compromised. Harvey disagrees with me. They suggested it could have been a miscalculation by the contractor or a high humidity level. I understand humidity and condensation. My mirrors fog up if the exhaust fan isnt running, but this is ice. My bathroom is cold. The corner of my kitchen is cold. Harvey suggested I have one of their inspectors come out to check the windows which is a cost I have to cover ($121). And it has to be one of their inspectors because they know their own windows. Any inspector should be able to assess any window to determine the condition of its integrity. I greatly resent the fact that I have to pay for this service and that this service is even considered necessary. Ice on the inside window, to me, is a no-brainer. Id like to add that one of the other windows was already replaced because of a stress fracture. No questions asked with that issue. So why are they fighting me on this? Ice is a flaw thats as obvious as a fracture.Also, the private contractor I hired has installed five other windows for me (not Harvey windows) including a 90 inch bay window. I have had no issues with those windows at all or with his work. I have been speaking with representatives at the ******* location and have not reached any satisfactory outcomes yet.

  Customer Answer

  Date: 11/26/2024

  I only have the label warranty on one of the windows. I spoke with ***** ***** at Harvey and he said that was fine. It brought up my account and he could see I got the windows at the same time. I already emailed him that warranty information.

  Customer Answer

  Date: 12/02/2024

  I do not have their email address, only the phone number. I also do not have any printed warranty information. When I spoke to them on the phone and I provided them with a picture of the warranty label on the window, they were able to bring up my information.

  

  Business Response

  Date: 12/04/2024

  Hi ******,
  
  Sorry to hear about the trouble you are having with your windows.  Condensation, even in the form of ice, is truly a function of the environment and not the windows.  And that can be different from window to window, room to room, depending on humidity levels in your home, temperature settings, hvac system, insulation, etc.  What I will do is have someone from my office reach out to you.  I can approve two replacement sash as a Sales Policy, but will not be able to say that it will solve your problem.  I hope it does, but it never has because of the nature of condensation and why it occurs.  Please be on the lookout for a phone call to process the replacements sash order. 

  
  Wishing you well,

  ******** ******

  Harvey Windows & Doors

  ************

• Initial Complaint

  Date:10/30/2024

  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 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

  Date: 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

  Date:06/06/2023

  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.

  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

  Date: 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

  Date:12/26/2022

  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.

  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

  Date: 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

  Date:09/19/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/10/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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,
  *********************