Herman Town Lumber
3707 Lavaque Rd, Hermantown, MN 55810
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In September of 2017 we ordered 5 replacement Marvin Integrity windows from Jerry at Hermantown Lumber. We set up installation dates and because of snow storms, they could not do it. After a couple tries at setting up an install we were refunded our deposit. We still wanted the windows so contacted him in April 2018 asking to have the windows installed. He gave us a date of April 25. No one came on April 25 so we called the store. Jerry claimed he thought we had abandoned the sale and had no windows for us to install. At no time did we say we didn't want the windows, in fact we called him many, many times and he did not return calls. We even stopped in at the store to talk about the install. Now he suggested we start the process all over!! I cannot trust the man to keep his word so we are going elsewhere.
This is the second time we worked with Hermantown Lumber and it will be the last. We experienced poor customer service from them 6 years ago when having windows installed and considered not using them this time around, but they are one of the fewer Marvin dealers in town so we decided to give them another try. They were very attentive to us right up until our order was placed and they received their deposit check. I called repeatedly when the installation still hadn't happened when promised and was repeatedly told I would receive a call back with info and repeatedly the reps failed to call me as promised. Finally two weeks after they were supposed to be installed, the installer showed up. We were told the job would take one day. The installer was in and out of our house, tracking dirt everywhere, leaving his tools and trash all over, for more than two weeks installing the windows. He reported that the windows hadn't been measured accurately and said he had trouble getting them to fit. He sanded extra trim to fit in the windows and left sawdust over all surfaces. In the bathroom the toothbrushes and towels were covered with sawdust, in addition to the floor and vanity. Meanwhile, the wrong hardware had been brought for the windows, many of the grates that were supposed to be painted were not, and some grates did not fit in the windows. All of this meant more time. It was a solid month before the job was done and just after the Hermantown Lumber rep finished installing the hardware on the last day, he wanted me to cut him a check on the spot rather than handing me a bill so I could mail a check. The whole experience was a nightmare, from the awful customer service to the lateness of the install to the installer taking weeks and leaving dirt and junk all over the house to the mishaps with the grates and hardware. It's true that there is not a lot of competition in town for Marvin windows but if we ever need another one, we will go anywhere but Hermantown Lumber.