Complaints

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:06/12/2025

  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.

  New house construction thru ***************** where PGT Hurricane Impact Windows were installed. It looks like ******************************** was a 3rd party used as well. The large dining table window on the North side does not slide up or stay open.**** ******* was aware of this issue back in December 2022 and filed a claim with ***. These windows are supposed to have a life time warranty. I have reached out to ************ several times over the last 2 years to get this resolved but emails get sent around but no action is taken.

  Business Response

  Date: 06/13/2025

  Good afternoon Mr. ****************** have opened a Consumer Affairs Case for you. Your Case number is: 01387157.

  I searched your name and address in hopes to find some kind of history with your PGT order.  I did not have any luck finding any info based off the given information in this complaint.

  You will receive an email from Consumer Affairs asking for more information to be able to get a warranty claim started for you.

  I am unsure of the process that was taken previously but we will be in communication very soon and will be sure to get you taken care of.

   

  Thank you,

  Consumer Affairs 

   

   

  Business Response

  Date: 06/16/2025

  Initial Complaint

  Date:04/29/2025

  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.

  I had a sunroom built in 2003 by a local business, ************************* in *********, **. The manufacturer of the sunroom (windows, roof panels, and wall panels) was *************** owned and operated by PGT Industries in ********************. The sunroom carried a limited lifetime warranty against manufacturing and/or material defects (warranty attached). In March 2025 the roof panels failed on the sunroom and the panels have separated and are sagging. I called the original installer, *************************, and they came out to look at the roof. They said the clips that hold the roof panels together failed and the panels have come apart. ************************* advised me that *************** was sold in 2005 and they are no longer an installer. I filed a warranty claim against the roof panels with PGT Industries. I was contacted by ****** Shallow in Consumer Affairs / Customer and ****************** She said they could not honor the warranty since they no longer owned the NatureScape sunroom business. She advised me to contact the current owners of *********** sunrooms, ************************** located in *******. I contacted them and they described that the old roof systems manufactured by *** were faulty and they now have a new roofing system. They advised me that they could not honor the warranty for my sunroom since it was issued and warranted explicitly by PGT Industries. I contacted PGT Industries again and they have stopped responding to my request for them to honor the warranty they issued on my sunroom. Central Maryland Sunrooms is replacing the roof with panels made by ********. The approximate cost of the roofing panels (excluding labor to install) in $11,000. The warranty issued by PGT Industries states that aluminum extrusions and expanded polystyrene panels (the roofing panels) are warranted and *** will charge 80% for the materials. I am requesting they honor the warranty and cover approximately $2,200 of the cost.

  Business Response

  Date: 05/08/2025

  Dear ****** ******,
  The lifetime limited warranty document you provided shows that the polystyrene panels have a warranty of 10 years and the aluminum extrusions have the pro-rate warranty.
  The picture provided and the description shows an issue with the polystyrene panels and since the order is from 2003, it would not be covered in the limited lifetime warranty.
  I apologize for any inconvenience this has caused you.
  Thank you.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23262577
  
  I am rejecting this response because:

  The PGT Industries warranty is very clear on coverage of the expanded polystyrene panels. They are warranted for 100% of the cost for 10 years. After 10 years, *** charges a fixed price per a pro-rated schedule. According to that pro-rated schedule I am responsible for 80% of the cost and *** is responsible for 20% of the cost. 

  This is the wording in the warranty: EXPANDED POLYSTYRENE PANELS - The panels are warranted to be free of blistering, chipping, cracking, crazing, peeling, or delamination for a period of 10 years from the date of delivery by PGT. Should they fail after year 10 as a result of defects described above, PGT will charge a fixed price for the repair at that time, according to the formula listed under aluminum extrusions.
  

  The formula listed under aluminum extrusions as referenced above is as follows: Years 11 through 15 - 50%; Years 16 through 20 - 70%; Years 21 through 25 - 80%; Years 26 on - 90%

  The product was delivered and installed in 2003 making this the 22nd year and I am responsible for the fixed price of 80% to replace the panels leaving the remaining 20% PGT Industries' responsibility. *** issued a **************** Warranty, not a straight 10 year warranty on the products.

  See the attached warranty for details. 

  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/30/2025

  Please have your dealer contact their Sales *** for the outstanding warranty amount to be reimbursed.

  Thank you.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23262577
  
  I am rejecting this response because: Thank you for responding. There is not enough information in the response to close this case. ******************************** (also Central Maryland Sunrooms) was the original installer and they are the ones who completed the ***lacement of the polystyrene panels in the roof. Your response said to have the 'dealer' contact the 'sales **** for reimbursement. I assume ******************************** is the dealer (I purchased the sunroom through them in 2003). They do not have a sales *** associated with PGT Industries. They no longer install products from PGT since PGT sold the *********** business in 2005.

  Please provide the name and contact information for the person at PGT Industries who can complete this transaction. ************************** Construction or I can contact them directly to resolve this case. If you would like to contact ******************* Construction you can reach out to either ***** or **** ***** at ************ or by email at ************************************************************

  Please include full details for resolving this in the next response.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/17/2025

  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.

  STAY AWAY FROM PGT WINDOWS THEY DON'T STAND BEHIND THEIR "WARRANTY"!I had PGT windows installed in 2015, believing I was making a solid investment with their so-called 25-year warranty. Fast forward to 2023, and I noticed my first cracked window. I contacted PGT, only to be told that it was "accidental damage"something they conveniently dont cover. Im certain nothing hit the window, but of course, I had no choice but to pay nearly $800 out of pocket for a replacement.Then, in late 2024, another window in my living room cracked. I didnt even bother fighting with PGT this time because I knew they would deny any claim again. I called the repair company and ordered a new windowwhich I am STILL waiting *******, to my complete lack of surprise, yet another window has cracked. These cracks run from one corner to the other on the inside of the double-pane glasson windows that we never even open! This is clearly a defective product, yet PGT refuses to take responsibility.Their "warranty" is worthless, and their customer service is just as bad. If youre considering PGT, do yourself a favor and stay far away. These windows are unreliable, and the company does everything possible to avoid standing behind their product. Buyer beware!

  Business Response

  Date: 03/27/2025

  Dear valued customer,

  Thank you for reaching out regarding your order. Unfortunately, I was unable to locate sufficient information to properly review your request at this time.
  Based on the limited details available, it is difficult to determine the specifics of your warranty coverage. As a general guideline, stress cracks are typically covered under warranty for the first year. Please note that an Accidental Breakage package may be purchased at the time of purchase for additional coverage.
  We kindly recommend reviewing your original paperwork to confirm your coverage. If you find that you did purchase the additional coverage, you are welcome to resubmit your claim for further review.
  We understand your frustration and sincerely apologize for any inconvenience this may cause. If you require additional assistance, please do not hesitate to reach out to Consumer Affairs.

• Initial Complaint

  Date:02/18/2025

  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.

  Bay glass and windows installed top end PGT windows in my Florida condo, 3 years ago. I have a lifetime installer warranty and at least 10 (PGT) years manufacturer warranty. Model DH5560 Hurricane grade Win-guard double hung windows. Best model for Gulf Front locations. Resulting from hurricane ******, I suffered wind driven rain water damage to my condo unit I filed a complaint with installer and requested they notify *** about the damage and asked them to come and inspect the windows. I also filed an insurance claim to start remediation and repairs. First communication by text to Bay Glass and Windows was on Oct 10, 2024. VP from Bay Glass came to my unit to investigate on Oct 31 and spent about 1/2 hour taking photos of the exterior wall and totally ignored obvious defects in the windows and focusing his attention to the exterior wall. No effort was made to objectively investigate cause of the leak and address the root cause. I shared those photos with management and condo engineer. I will share the association engineer letter to the association explaining that the exterior walls are solid. Building association spent 3 million dollars recently through a significant special assessment to repair entire exterior rock wall. As well as another significant special assessment to replace the building roof. I have requested many times for installer/ PGT to come out and test and certify the result. All requests were ignored. They were willing to conduct their own tests but no certification. This has become a stalemate and no one from either installer or manufacturer is responding to my emails. Certification will ensure credibility. Note: 1. The unit directly above mine had no damage. 2. ******************* confirmed that many units that had their shutters deployed during the hurricane had no damage. 3. The window in the master bedroom is visibly damaged and cannot lock. It is a fair request to ensure acceptable results. *** has ignored all attempts for resolution.

  Business Response

  Date: 03/03/2025

  Good afternoon,

  We haven't received any communications from Bay Glass regarding your sales order since Feb 2023 for screen issues. Nor do we have a consumer affairs case created. Typically, when contacting PGT you will need to provide your contact information to schedule any type of inspection visit. Please email us at ****************************************** and attach any relevant information as well as pictures for our team to better assess the issue. 

  The document you provided was for the installers warranty and not the manufacturer's warranty. We've attached a copy of our manufacturer's warranty as well as the NOA ********* which contains Wind Pressure ratings for the product you purchased. 

  Please contact ****************************************** so we can begin to review the issue.

  Thank you.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22952110
  
  I am rejecting this because:
  Representatives from your office -****** ***********- has been on a long email string and represented herself as the contact for my issue. I just emailed consumer affairs this email string she is copied on.  ****** has received all videos, pictures and various documents over the course of many months.  Please follow up with her.  She initially stated shes working working with Bay Glass and windows.  I trusted that would be the appropriate contact and she would let all internal relevant parties know (including consumer affairs).   
  Details of the issue is discussed in detail throughout this string.  Many videos and pics have already been shared with Bay Glass who advised were shared with you office.  
  Im confused at your statement that PGT is unaware. Please call me and let me know when you can come and test the windows.  I need them repaired. You DP is 75/110. They are designed to withstand 180 MPH wind speeds and they failed.  
  

  I have been asking many many times they be tested in a verifiable manner in accordance with industry standards and the appropriate DP parameters.  
  This has been denied.  
  I very much appreciate your prompt attention

  I have initiated complaints to many government authorities including ************************* Department of Business and Professional Regulations, CPSC, FTC and more.  I need comfort the very heft price I paid for the best in class windows that I trusted was a good decision  

  Sincerely,
  
  *** *******

  **********

  Business Response

  Date: 03/05/2025

  Good afternoon, ********************************* leadership has agreed to perform a one-time courtesy field service inspection to help determine the root cause of this ********************************* case# ********. The scheduling dispatcher will be contacting you in the upcoming days to schedule the visit. 
  
  Thank you.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22952110
  
  I am rejecting this response because:

  I have not heard back from *** about a reasonable action plan for a testing of their windows.  I appreciate them reaching out and for them to provide their plan and timing. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:01/10/2025

  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.

  I ***lace several of my windows during a renovation, I used a Builder and had proper permits. The Builder purchased the Windows from ****** authorized dealer and builder properly installed several PGT windows, which were inspected by the city. The windows are failing, I contacted ***, submitted several warranty, claim which they denied because I did not have the original order for the windows, I have the quote and email from their ***resented stating the windows will be delivered. The windows are clearly PGT windows because they either have stickers or etched PGT in the glass. I went to their authorized distributor in person and was told they no long ***resent *** and made negative statements. *** rejected my claim but provided three authorized contractors the could ***lace my windows at my cost. One told me they would be really expensive, the second told me they will not do it, the third told me they do not do work in my county. I call PGT and talked to a customer sales *** who told me resubmit and someone will research it. I have done that several times. The window pane and seals have a 25 year warranty which *** is denying, I have a copy of the original warranty and architectural drawing used to submit the permit to the city. What more do I need?

  Business Response

  Date: 01/23/2025

  Hello Mr. ******************** reviewing your consumer affairs case # 01279108 we didn't see where your warranty was rejected. Our warranty covers the cost of the part but not the labor, see the attached warranty. We have reached out our field service department who will contact you to set up an appointment. If you have any further questions, please reach out to our consumer affairs department for updates. 

  Thank you.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22793848
  
  I am rejecting this response because:  PGT said that they would contact me, but have not.  The glass contractor they recommended I use to replace the glass at my cost told me I still needed PGT help, they bid more to replace the glass than a new window costs.  I PGT distributor has been helping me a a favor and found one of the two windows that might match my order but will not provide warranty service since I can't prove I installed new PGT windows.  Enclosed please find a paid invoice for (2) PGT 96x60 Picture windows and a picture of the new windows with stickers installed.  Please call me ************ 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 02/13/2025

  I tried again to reached out to them, one more time, now that I had one of the two windows acknowledged by a PGT distributer.  That still leaves one window, there are a pair and need to be shipped and installed at the same time. 

   

  They assigned a case number Case#: 01313073  see below.  We will see where it goes, it should not be this hard.

   

  Keep in mind, I reached out to them again, no one ever contacted me from PGT. 

   

  Warm Regards

   

  *****

  Business Response

  Date: 03/03/2025

  After reaching out to the homeowner, Leadership agreed to provide as a one-time courtesy new window units. Sent the homeowner a link to dealers in the area and provided them the Case# ******** to reference to the dealer for the windows to be ordered as a courtesy. 

• Initial Complaint

  Date:01/07/2025

  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.

  MY HOME WAS BUILT IN 2016 AND HAS ALL *** WINDOWS AND DOORS. THERE IS A TEN YEAR WARRANTY ON THESE PRODUCTS. THE MANUFACTURER IS REFUSING TO ASSIST WITH OUR WARRANTY CLAIM AS THE HOME BUILDER WENT OUT OF BUSINESS AND THUS CANNOT PROVIDE US WITH A SALES PO ORDER. ALL MY WINDOWS HAVE THE *** STICKER ON THEM AND INDICATE A MANUFACTURING DATE OF 2016.

  Business Response

  Date: 01/08/2025

  Good morning, 

  Thank you for reaching out and reviewing your consumer affairs case # 01286435 we can see that it was determined that you are not the original owner of the property and that our warranty only covers parts for the original owner. We can make arrangements to get the parts ordered as a one-time courtesy, however we need the original sales order to be able to order any parts. 

  All of our windows are custom, from sizes to glass compensation, this original sales order contains this information for us to provide the parts required to remedy the issue. Our team is still looking into obtaining the original sales order, but additional information may be required. If you need help please see our ******* video with tips on how to obtain your sales order number and do not hesitate to reach in your consumer affairs case email if you have further questions.

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

  Thank you.

• Initial Complaint

  Date:12/13/2024

  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 2017 I had PGT hurricane windows and doors installed by a company called BNT that installed and recommended PGT Windows and Doors. Now some of the windows are delaminating. I spent approximately $35,000 to have all the windows and doors replaced many of which are showing damage in the corners. I reached out to consumer affairs in May, 2024 with order numbers from BNT and pictures of the damaged windows. I believe there is a 10 year warranty on Winguard aluminum windows. I suggested they come out and do an inspection to look at the windows. I have a string of emails with the consumer affairs person. After sending them all of the info including the pictures below, They are expecting me to pay for installation, which is quite costly and would not be necessary if the windows did not start to deteriorate. I would like to have this replacement done at no cost for labor. Below is the response from consumer affairs. Good afternoon Apologies for the delay. Replacement glass needed due to delamination will be provided under warranty and you will then only be responsible for the labor fees from the dealer. I have attached your products warranty for your ****************** will be provided by the dealer in your area you choose to work with and will be your direct contact for updates/eta. Please keep in mind each dealer is their own independent company therefor, service rates and eta's may vary.Please reach out to the below dealers for a consult on service providing your sales order number and this case number for warranty approval verification. Beschen *************** ************ A Florida Glass ************ Warm regards,****** ******* Consumer Affairs SUPPORTING:CGI ? PGT CUSTOM WINDOWS + DOORS ? ******* ? ECO WINDOW SYSTEMS Office: ******************* Mailing Address: ****************************************************** **************************************

  Business Response

  Date: 12/20/2024

  Hello,

  Unfortunately, we only offer a courtesy field service within first 12 months from the product being shipped. Anything after that time would be a billable service. 

  The parts would be covered under the warranty at no charge, but the labor to replace them are not covered under our warranty (see highlighted attached). 

  We can try and work with our field service department to help reduce the labor cost to complete this project. If this is something you would like to pursue, please send a new email to our *************************** at ****************************************** and reference your previous case ****** (********) and we can work with the ************* team on a more reasonable quote.

  Thank you.

  -***** ******

• Initial Complaint

  Date:12/10/2024

  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 ***laced a significant number of windows and doors in my home In the hopes of protecting my home from water intrusion, which is exactly what salesperson reassured me will be accomplished. During the installation in noticed huge gaps at the bottom of sliding doors and I was told that it is just design feature. As soon as the installation was completed, dealer demanded and received payment in full, even though numerous issues remained unresolved. Even after the manufacturer *** came out and addressed poorly operating doors and windows, the same issues surfaced again. After the hurricane I found unacceptable amounts of debris and moisture in door tracks, saturated with water areas around door and window frames, inoperable sliding door locks, misshaped window seals, fully delaminated French door, sliding doors getting stuck in tracks. While I had ***s come out couple of times, 60 days later none of the actions were taken to address any of the issues, despite Emergency response advertised on dealer website

  Business Response

  Date: 12/17/2024

  Dear customer,

  We sincerely apologize for the inconvenience and frustration this has caused you. After searching for your case, we were able to locate a field service case# 01252205. I've attached the field service report from the 11/21 visit. 

  With regards to the *** tracks holding water, the tracks are designed with weep holes to drain the water out of the track. These weep holes must be clear of debris for the water to properly drain the tracks. I've also attached a document that explains this further. 

  If you would like a PGT field service representative to come out and address any additional concerns you might have with any manufacturing defects, please contact your dealer/builder to request another field service case be submitted. 

  Thank you,

  ***** ******

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22659872
  I am rejecting this response because:
  

  Service report attached has nothing to do with my  concerns-  I  did not mention this issue in my complaint. However during the same visit as that window was addressed,  company representative had to fix issue with the sliding door which was not locking, after being repaired previously already, and that's only 4 weeks after brand new doors were installed .  inability to lock the door causes significant safety concerns.  Two other sliding doors are unable to slide, making them unusable.  And yes, I did contact South Shore roofing, your authorized dealer, however 70 days after the initial report , no action is taken.

  Delaminated French door was reported on October 11 as a complete product failure, and nothing is done so far, allowing water to get inside the home, causing mold issues. 

  While there are numerous installation issues with the  installer, the product itself is poor. No homeowner in their right mind will install impact doors, knowing that water, insects and other elements will get inside their home. While water may stay inside the tracks, other elements won't , and that undermines energy efficiency. 

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/27/2024

  ******,
  The provided service report accurately reflects the work that was requested and completed.
  We understand that you have additional concerns beyond the initial service request. While these items were not included in the original scope of work, we are happy to address them.
  Please note that the dealer listed on the Sales Order is not South Shore Roofing, but likely the installation contractor. We recommend scheduling an onsite visit with the installers and a PGT representative to thoroughly review all your concerns.
  It's important to understand that while we strive to provide high-quality products, we cannot warranty damage caused by hurricanes. However,we will carefully review all of your concerns during the onsite visit.
  We also want to clarify that sliding glass doors are not designed to be completely waterproof. Under extreme weather conditions, such as significant rainfall or storm surge, water may enter the home if the water level exceeds the sill riser height.
  We will be scheduling a follow-up visit with a PGT manager at your convenience. You can expect a phone call from a *** representative within the next few weeks to arrange this visit.
  We kindly request that your installer be present during this onsite inspection.
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22659872
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/02/2024

  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.

  Our condo bought all PGT windows throughout the whole building. We have several windows that have failed and are very cloudy due to the separation of the double pane layer of the windows. All windows are owned by the condo and repair and replacement is the responsibility of the condo association. When calling *** for our warranty, as a representative of the condo association they advised multiple things of which 2 are troublesome. First they claim the warranty is the one they have on line from 2020 when ours is from 2015 and in hand and read differently. They also claim we have to pay over $200 per window for them to look and assess if any of the window failures the ****** fall under our warranty. They call this a service call but want one for each window. Then they claim they only warranty the glass and not the labor under the new warranty but the old warranty is not written that way and they can make up whatever labor rate they want when doing the work. When trying to communicate with them about just wanting to pay 1 service call fee to look at all the failed windows, all we get is a person wanting to schedule multiple $200 appointments that has difficulty with the issue at hand and the English language.

  Business Response

  Date: 12/09/2024

  Good afternoon,

  At no point in our warranty's history has labor ever been included, it has always been limited to glass and/or parts.

  The billable inspection quotes that were provided were done so, because they were input individually. Each case (condo resident) submitted received a quote for inspection. As for a resolution, in lieu of submitting multiple individual cases, if we could coordinate a date that works for all the affected residents, we can arrange to complete the inspections at the same time, which would drastically reduce the cost.

  An addition to that, an inspection quote is not limited to confirming the issue with the product, because also entails accessibility to the area, determining equipment needed, as well as travel and labor for the inspection. Our labor rates are clearly presented on the quotes that were sent out ($110/per tech/per hour plus travel), we do not "make up whatever labor rate we want."

  The latest case number that was submitted was Case# 01256312, please let us know how you would like to proceed. Thank you.

• Initial Complaint

  Date:12/02/2024

  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.

  We moved into our new condo on March 27, 2024 and noticed our large ocean slider would not clear and was defective with apparent dust particles between the panes of glass.I contacted PGT windows and entered a warranty claim on 4/09/2024 assigned a warranty case number ********. I followed PGT instructions in using a local dealer to inspect the windows which they did and confirmed they were defective with contaminants between the window ******** has been 7 1/2 months with no information to me from PGT on when or if the defective sliders will be replaced. ********************* Coastmark - **********, ** Local PGT Installer: A Better View - **** ****** (contact) - *********, ** Original PGT Installer: Performance Glass - *** ******* (contact) - ***************** PGT *** last contacted via email on 11/19/24: ****** ******** We have been patiently waiting for PGT Windows to honor their window warranty and replace the defective sliders and don't appear to be making any progress.*** *********

  Business Response

  Date: 12/02/2024

  Good afternoon,

  The warranty case was submitted by *** ******* on 10/24 with the results from their 10/22 site visit. The order for the new panels was placed on 10/25 and was delivered to Performance Glass on 11/20. Typically, the lead time on complete SGD panels is 4 to 6 weeks. If you have any further questions, don't hesitate to reach out to PGT or Performance Glass for an update.

  Thank you,

  ***** ******.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22617823
  
  I am rejecting this response because:

  This response makes no sense to me.  I believe you are likely referring to a different customer and customer complaint and not the complaint I filed.  Please double check my specific warranty claim filed on April 9, 2024 and my specific unit residence and windows. 

  If I am incorrect and you have my specific windows ready for replacement, that would be wonderful news and contact me with when these replacement windows will be installed.  Unfortunately, I don't think this is the case.

  Please call me directly with any questions related to my warranty claim.

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 12/09/2024

  Good afternoon, Mr. ********************* there was some confusion between the sales *** and the dealer regarding your warranty case. Performance Glass was working with another customer while A Better View was working to get your warranty case setup. 

  Due to this confusion, the warranty case was not sent to us to process. We were able to get a case created and are escalating it to our leadership team to have these parts expedited.

  Going forward your warranty case number is ********, please save this number when referencing your warranty case with A Better View. 

  I sincerely apologize for the delays and hardship this has caused you. If you have any further questions, please do not hesitate to reach out to us.

  Thank you for your patience.

  -***** ******

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

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

  Customer Answer

  Date: 12/12/2024

   
  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 with the assumption that the windows will be replaced under warranty in the not too distant future.

  Thanks you

  
  Sincerely,
  
  ****** *********