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:10/20/2023

  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.

  I purchased several PGT windows in 2018 and I just had my third service call to replace a balance clip on one double hung window. I have paid the installer each time for a service call for this window. I have tried repeatedly to reach PGT customer service without any luck. I stay on hold for 35+ minutes with no response before having to hang up. There is a design flaw in making plastic clips rather than metal for this part and they know it since they supplied my installer with free replacement parts, but I still need to pay the labor for the repair. I would like to be reimbursed for this last $125.00 charge, but short of a lawyer's letter, there is little hope. I would not recommend PGT Windows to anyone.

  Business Response

  Date: 10/24/2023

  While *** can understand the homeowner's frustration, the *** warranty is product related only and does not cover the cost of dealer fees such as labor, trip charge, etc. Per attached warranty, There have been no recalls or defective notices for the part(s) described by the homeowner.

  As a manufacture only we do not take receive or provide monetary compensation from homeowners. All monies exchanged are between *** and it's dealer base. The homeowner has the option of requesting the service dealer to reimburse or refund their service charge at which time the dealer may request a back charge credit from ***. Please be aware that the back charge request is not guaranteed to be approved for the dealer.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20751532
  
  I am rejecting this response because: The part is defective and has been replaced three times because of poor quality.  Social media is my next step.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/26/2023

  Per PGT written warranty provided to homeowner, any necessary parts required to resolve product issue(s) will be provided to homeowner at  no expense. Any service dealer fees, as stated previously, are at the expense of the homeowner as these charges are set by the service dealers and are not a component of the product. PGT has no authorization to set or control service dealer fees.

• Initial Complaint

  Date:10/06/2023

  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.

  When our builder in **********, ************, first recommended exterior French doors for our custom home, we were directed to a Chinese manufacturer. I insisted on buying ******** wherever I could. We were told that *******, a division of ***, should be our first choice. So thats what we did. They are nice looking doors, but thats where the beauty ends. All seven doors and transoms have had issues ranging from being out-of-square, to poor functioning of the locks because of misalignment, to debris stuck between panes of glass during the manufacturing process, to missing parts. The big issue was the builder ordered the doors wrong in spite of having been given a picture of our desired design. Both the builder and manufacturer have been aware there were fit and finish issues from the day the doors were installed. They kept kicking the can down the road and now its crunch time. We have 7 French doors, which cost us over $100,000 and still they have not resolved the problems after more than a year. My patience is running low.The saga continues ...............It is now 10/5/23, about one month since my last review and there has been absolutely no follow up from the *** Consumer Affairs team as promised. Today, their team of installers showed up at my home unannounced with replacement doors in tow. So I let them in my home to begin the removal of all the defective doors and installation of the new ones. Shortly after, my builder called me to let me know that once again (4 times now) ***/******* managed to s**** up the order and sent out the wrong doors. I hate to be this way, but the only word that comes to mind is "INCOMPETENCE". My company would be out of business if we managed our business and customer relations in this manner. My patience is officially out!!

  Business Response

  Date: 10/17/2023

  homeowner was contacted via warranty case email on 10/9/2023 and informed that PGT is actively researching the issues provided. Many of the issues stated by homeowner are not product related, especially those pertaining to product being "out of square". It is not possible to build complete units and have all parts, glass, frame, bead, weatherstrip, etc. to all be "out of square".

  The case manager will be reaching out to homeowner this week to review and discuss options to alleviate the issues.

• Initial Complaint

  Date:07/26/2023

  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.

  New custom home finished in 2019 *****************. Builder installed all windows, one is seriously defective. I was indisposed with medical issues. He was very demanding , abusive. Made me send my daughter for final inspection. She knows nothing about building and Esthetics. Bathroom was not finished, fixtures still in boxes, mirrors. Cut outs in sheet rock still not repaired. He took months off from job, to cry a about recent divorce. Deviated from original spec. Drawing. Short changed me on grade of building materials. His people specifically told me he is BBB sanctioned. Total lie. My boyfriend recently opened a 60x80" impact resistant metal window to pop out screen to clean. Window crashed on left hand Severely damaging middle finger. I reached out to him he ignored me. Filed a complaint with BBB never got reply. No oversight in ******* to protect consumer. Him workers posted on ******** that ***************** is BBB accredited.lastlly they said she's a drunk on. ********* THAT TOTALLY OUT OF ORDER. HE NEVER MENTIONS THAT HE MADE SEROUS BLUNDERS ON MY HOME. LASTLY I FILED A COMPLAINT WITH ********** MANUFACTURERS TO NO AVAIL. LAWS AGAINST THIS BEHAVIOR!!!

  Business Response

  Date: 08/01/2023

  Customer's case has been assigned to case manager for contact and follow up. Homeowner will be contacted within the next 24 to 48 business hours. Homeowner states in her submittal that there are installation issues, not completed. As a manufacturer only, PGT is not licensed as required by the sate of ** to provide or assist in installation of products, this is the responsibility of the customer's dealer of choice and their installation team. The case manager will converse with the homeowner to determine what issues are related to PGT products per our warranty guidelines and will assist to resolve any of these types of issues.

  Customer Answer

  Date: 08/25/2023

  Please see the following professional opinion:

  -------- Original message --------

  From: ************************* <************************>

  Date: 8/21/23 6:54 PM (GMT-05:00)

  To: ******************************* <**********************>

  Subject: PGT Defect

   

  To whom it may concern, 

   

  In my professional opinion within the window replacement industry, it is in my best judgement that the ********** currently installed at ************************ is defective. It looks to be as if the internal operation has failed, which is why the opening mechanism that is supposed to hold up the window when pushed upwards is not working. The right side of the internal operation has fallen off the track/broke. However, in order to fix it, the window must be broken apart and re-assembled. My best judgement is to have the entire unit replaced. 

  --

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

  Design Consultant

  

  *******************************************;   

  *****, ** 33619

  Office: ************ Cell: ************

  Business Response

  Date: 08/28/2023

  Good afternoon,

  On Wednesday, 8/23/2023 @ 9:35am *** sent a request to the homeowner for information that would allow us to assist them with their reported issue. As of this time, they have not responded to said request.

  In order to assist further we require the *** Sales order number as well as pictures showing the reported defective product. Once this information is received we can move forward with the request.

   

  As for the opinion of the Designer, the part in question based on the description would be the balance, this is a mechanism that attaches to the side of the window frame and sash and allows it to operate up and down freely. This part replacement does not require a complete window replacement as it affects the operable sash only. 

  We will prioritize the homeowners warranty claim once the requested information has been received. Their communication is greatly appreciated.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20376326
  
  I am rejecting this response because:

  As we have already told PGT many times, there was NO paperwork given to me for Anything the builder put in this home except Appliances, etc.  So maybe she should Ask the builder (Vantage Homes ************) I also have an estimate from another window company stating the window in question is "defective" and needs to be replaced.  (Will send directly to "info@bbb..." & email I have for PGT asap).

  Also, as my Partner told PGT many times, the Only "sticker" found was the One he he read to her months ago that was located on the "defective" window.  And just to be Sure, we went into my room last week to check the same size window located "parallel to it". And sure enough, the "inside mechanisms" (up & down clips, etc.) are "defective" also.  No, my Partner did not try to pick window up this time ... He didn't want another window "crashing" down on his finger Again.

  The "pictures" being requested of both Front & Back of the window in question were sent "directly" to PGT/********* in an email dated 8/14/23. I will resend today.

  At this point, for this company to "diagnose" a Window they have Never even bothered to come and Look at (and Now I may another like it??) is just Ridiculous. This company has  distributors located less than 30 minutes away!! And for me to have to put a Claim in with my ************* is even Worse.  First the Builder walks away Unscathed ... Now the Window Mfg. is Trying to do the Same!!  Someone Has to Take Responsibility Here ... and it Shouldn't be ME.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/25/2023

  Good afternoon, see attached email dated 9/11/2023. H/o was notified that PGT had located her information which was provided and she was to contact the listed service dealers to assist her in her repairs.

   

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20376326

  PGT Case #********

  *********/PGT has just been running us around since Claim was first started.  Then recently gives us the names of two Window Repair Shops.  One of which told us there is no way he had time to get here for Months & the other never returned over four phone messages.  And none of that matters, because not once did she state that "PGT would take care of the repairs"!!
   
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/29/2023

  Per conversation with ***** from BBB ***** from BBB, homeowner stated that h/o could not get in touch with service dealer and that another would not help. Called ****'s SGD Repair and **** took her information and will contact her to schedule appointment

  Per warranty, PGT will provide all necessary parts required to make repairs at no cost to the homeowner however any dealer fees/charges such as labor, trip charge, etc. are at the cost of the homeowner as these are not components for the product and therefore not covered under the warranty.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20376326
  
  I am rejecting this response because:  The interactions regarding these windows have been going on for Months.  Finally, ********* stepped up and got someone to come here & look at windows, which we have been Asking her to do for Months.  We have an appointment with a Window Repair Shop on 10/11/23.

  She is Already saying that "Parts will be covered by PGT"; However Dealer Fees(?), Labor, Trip Charges, etc. will be "My Responsibility"!! And of course these are "not components of product" ... but they are part of Ur Responsibility in this Matter!!

  So, once again, I don't understand what part she doesn't get??  I have 2 Defective Windows here.  I have already lost One Month of Listing my House because of All This Nonsense!!  PGT needs to Step Up & Get These Windows Fixed ... ONCE & FOR ALL!!
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/03/2023

  Good afternoon,

  Please see the attached warranty pertaining to products. As stated in warranty and shown in "snip" below, PGT does not cover the cost of fees incurred when repairing the product

  PGT Residential Windows & Doors
  Limited Warranty
  PGT Custom Windows + Doors (PGT), warrants to the original residential homeowner that any PGT manufactured product shall be free of material
  defects in manufacturing and/or materials for the period specified below after the date of delivery by PGT. This limited warranty applies to the products
  under normal use and service, subject to the conditions and limitations herein listed, and for only so long as the original owner owns and resides in the
  home where the products are installed. PGTS LIABILITY UNDER THIS WARRANTY SHALL BE LIMITED TO THE REPAIR OR, AT PGTS OPTION,
  REPLACEMENT OF NONCONFORMING GOODS OR PARTS. PGT SHALL NOT BE RESPONSIBLE FOR ANY LABOR OR DELIVERY COSTS
  INCURRED IN REPAIRING OR REPLACING THE PRODUCTS, OR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES THAT *** ARISE OUT
  OF A CLAIM FOR BREACH OF THIS WARRANTY.

  PGT will abide by our warranty guidelines and provide all necessary parts required to make repairs at no cost.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20376326
  
  I am rejecting this response because:  ******************** sent an Engineer to my Home to Inspect these Windows.  His Report will be Final some day next week.

  Therefore, as Makensie states in the last paragraph

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

• Initial Complaint

  Date:06/26/2023

  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.

  I contacted PGT about several windows which need the balances changing because they no longer move without loud, metallic screeching noises. The balances need to be changed. My warranty clearly states in big, bold letters: "PGT'S SOLE RESPONSIBILITY UNDER THIS WARRANTY IS LIMITED TO REPAIRING OR REPLACING ... FREE OF CHARGE ... ANY PART OR PARTS OF THE WINDOWS ... THAT DO NOT COMPLY " There is nothing limiting the warranty to parts only; PGT's new warranty online specifically excludes labor, but I have the old warranty which covers both the parts and the repair, i.e. the labor. PGT is refusing to honor its repair warranty. If BBB cannot get PGT to do the contractually promised repair, my next step will be to file a federal Warranty Fraud claim under the **** ******** Act. The **** ******** Act, section 110, specifically allows the consumer to recover their legal fees against the deceptive company. So PGT can fix my windows, or they can pay for a lawsuit and then fix my windows. If BBB can help, great. Thank you.

  Business Response

  Date: 06/26/2023

  Good morning, All PGT warranties are product related and do not cover the cost of installation as the homeowner is requesting. Attached is a copy of the warranty that applies to homeowners products. Highlighted you will see that installation (which is the labor cost of the service dealer) is not covered. 

  Homeowner has been informed that PGT will per the warranty provide the necessary parts at no cost however the installation cost is the responsibility of the homeowner.

   

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20228672
  
  I am rejecting this response because:

  The warranty clearly states that *** will repair the defective windows.

  Also, the ballast is not a moving part, why did the *** person highlight something on the warranty which does not even apply?  In addition, I am not asking for installation labor.  

  Installation labor adds something new or different to an item. Repair labor restores an item to its original condition. For example, charges to install a trailer hitch on a vehicle that doesn't have one is installation labor, while charges to fix a broken trailer hitch is repair labor.
  Macmillan Dictionary online: Installation = the process of putting a new system or piece of equipment in its place and making it ready for use
  Repair: to fix something that is broken or damaged

  The warranty says repair; I am asking for what was promised and what I've already paid for.  

  The newer *** warranties clearly state that only the parts are covered and labor is not covered.  If *** wanted to exclude labor, they could have done so on my warranty back in 2014, and I would not have bought *** windows.  I bought the warranty covering repair.    *** needs to live up to its promises.

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

  Business Response

  Date: 07/05/2023

  Please see attached image of a spiral balance. As you can see the balance is a moving part, the rod "spirals" in and out of the casing allowing for the sash to move up and down with this movement.

  We can provide meanings from ********* Dictionary, Cambridge Dictionary or even MacMillan that provide a different meaning than that provided in the rejected response. You cannot replace a component or part without installing it. 

  Per customers statement, the warranty does say repair - here is the excerpt for the parts warranty - as you can see, is also states installation, referring to parts, are not covered under the warranty:

  Screen and Moving Parts
  In products specifically covered by this warranty, the screen shall be warranted for a period of three (3) years and moving parts shall be warranted for a lifetime after the
  date of delivery by PGT to be free from material defects in manufacturing and/or materials (installation costs are not covered)

  All servicing dealers, which is who will provide the service for the homeowner, are paid for their services (inspection / trip charge- which constitutes the "labor cost", by the homeowner who at no time paid these companies for any previous service(s), installation or otherwise. 

  As per the warranty, PGT will provide all necessary parts only required to complete this service request at no cost.

   

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20228672
  
  I am rejecting this response because:
  

  Dear PGT,

  We are demanding REPAIR, per the warranty.

  You sold us single hung windows.  Of course, the lower sashes, which are parts of the windows,  move up and down to bring fresh air into our home.

  We paid for the installation of these windows.  We are not asking for installation.  Theyve been installed for years.  Whether a reinstallation might be necessary is a question for the window repair technician; but a reinstallation is NOT an installation, its simply related to the repair.

  We are asking for repair.  We paid for REPAIR when we bought the windows with the warranty.

  You are trying to point out fine print in your warranty, and say that because some things move, then you will try to renege on your duty of REPAIR? 

  Really?  Windows move, thats what they are supposed to do.  So now you are trying to say that even though your warranty says in big bold letters that you will REPAIR, that you didnt actually mean this because windows move, and you were trying to defraud us.  Huh??????

  You financially benefitted from our purchase which was based on your promise to repair.

  Please, please live up to your obligations, do the REPAIR and be honest for a change. 

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

  Business Response

  Date: 10/24/2023

  Homeowners warranty as stated covers the following:

  PGT'S SOLE RESPONSIBILITY UNDER THIS WARRANTY IS LIMITED TO REPAIRING OR REPLACING (COLOR MAY VARY DUE TO AGE, WEATHERING OR DIE LOT
  DIFFERENCES), FREE OF CHARGE OR AT A PRORATED PRICE PER GUIDELINES OF THIS INSTRUMENT, ANY PART OR PARTS OF THE WINDOWS AND DOORS THAT
  DO NOT COMPLY WITH THE ***** OF THIS WARRANTY. THE ORIGINAL WARRANTY PERIOD SHALL NOT BE EXTENDED BY SUCH REPAIR OR REPLACEMENT

  The word instrument refers to the product itself, any dealer fees such as labor, trip charge, etc. are not a component or part of the windows, i.e., instrument. PGT will cover the cost of all necessary product parts as stated in said warranty,.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20228672
  
  I am rejecting this response because:

  Your response is illogical, incorrect, and shows bad faith.  You remind me that the repair shall be "free of charge ... per guidelines of this instrument ..."

  The "instrument" is the legal document, i.e., the warranty.  The excerpt you quote simply states that the warranty is governed by the terms written in the warranty.  I have no issue with that.  

  The warranty requires repair, free of charge.  Now do it.  
  
  Sincerely,
  
  

• Initial Complaint

  Date:06/15/2023

  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.

  ********** installed PGT impact resistant windows 3 months ago. They replaced some windows that had many flaws in the beading without issue. It rained a couple of weeks ago and it came into the track inside my house. Im told that this can happen and thats why there are weep holes to drain. I purchased new windows following hurricane **** to keep water out of house, and this is not acceptable. PGT and HOI does not pay for water damages in a home. I will not accept water coming in, especially from a normal rain which lasted about ***** minutes.

  Business Response

  Date: 06/15/2023

  Good afternoon,

  Per PGT warranty guidelines, all new home installations within the first 12 months of order are to be addressed, corrected by the dealer which in this case is *********** ********** must verify the installation and product as PGT is a manufacturer only and not licensed by the **************** to perform any services that *** be related to installation. ********** has two options, if upon their inspection it is determined to be installation related, ********** is to correct the issue., If it is product related, ********** *** perform the repairs themselves or submit a service request to PGT for parts inspection and repair. All service requests must come from the dealer as PGT does not sell to the homeowner directly and they, homeowner, do not have access to PGT programs that allow service submittal. The homeowner must follow these guidelines. At this time, homeowner has not submitted any documentation, warranty claim to PGT for any issue(s).

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20187831
  
  I am rejecting this response because:

  I have not been able to resolve problem yet with either pgt or home depot...and expect a window replacement that does not let water into track IN HOUSE.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/21/2023

  In order for this to be addressed under warranty, homeowner has to follow *** warranty process. In this case, they must contact ********** to visit home and verify the installation. In *******, you have to be licensed to provide any service related to installation. As a manufacturer only, *** is not licensed to do so. If it is determined that the installation is correct, once again per warranty guidelines, the homeowner must request ********** submit a service request via the *** service portal. Once this has been submitted, a service technician will inspect the reported issue to determine if in fact it is warranty related, if so it will be repaired. In this case based on the description from the homeowner and picture's provided, the water pools in the bottom track during heavy rain and then drains as designed. there is no water infiltration into the home, it is in the track as designed. We suggest the homeowner contact The ********** At Home Services Corporate customer service line for further assistance with the store, ************, option 1 as the homeowner is responsible to make an attempt at resolving the issue through the proper channels.

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20187831
  
  I am rejecting this response because:
  I will proceed with complaint. There should be disclaimers on this product before customer purchases,  issue seems to be due to either poor design or installation. I am sure future customers will be as concerned as i am and not want to risk having water damage in their home. 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/24/2023

  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.

  French doors from *** were installed in 2015 in my home. In early March 2022, the door's locking mechanism failed with the door in the closed position allowing no exit from house through back of residence. *** warranty was contacted and arranged for a technician to come to residence and attempt to open the door. Technician was unable to open the door and stated that a proposal would be made to me to repair or replace the door. That has now been a month with no proposal. I again contacted the *** warranty, and nothing has happened.

  Business Response

  Date: 05/30/2023

  Good afternoon,

  PGT service technician that was on site for inspection is providing homeowner with quotes for the options on the service teat were discussed. He should receive these within the next 24 hours.

• Initial Complaint

  Date:05/08/2023

  Type:Sales and Advertising 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.

  Had 2 PGT sliders installed by ************** back in March. Lots of problems with these doors. Contacted PGT regarding several defects with their sliding doors. 3 weeks later received a email requesting my installer contact them directly. My installer sent pictures and documentation to PGT a month ago. Have not heard back. Very dissatisfied with PGT.

  Business Response

  Date: 05/08/2023

  Homeowner has been contacted and informed that they will need to contact their PGT dealer dealer name and PGT sales order number provided) from whom the product was purchased as their installer is not a PGT dealer and cannot process a service request. Once the homeowner contacts the dealer and they submit a service submittal, the service team will process the request and contact the homeowner.

   

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20026261
  
  I am rejecting this response because: Pictures and paperwork have already been forwarded. Awaiting rep to contact installer it's been months.

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

  Business Response

  Date: 05/10/2023

  Homeowner was informed on 5/8 that he would need to contact the *** dealer from whom the product was purchased in order to submit a service request as his installer is not a dealer and therefore cannot submit a service request. He was provided dealer to contact, see attachment

  Customer Answer

  Date: 05/17/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/17/2023

  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.

  My windows were purchased from PGT and I have one window that the seal is broken. This was reported to PGT over two years ago and as of this date, April 14, 2023 I still have not received my replacement window which has been promised by PGT (******** and ***** in consumer affairs ). I have made multiple inquiries to the consumer affairs line with no results.

  Business Response

  Date: 04/18/2023

  Replacement parts / glass have been ordered and will be delivered to the dealer. When the components arrive, the dealer will contact the homeowner to schedule servicing.

• Initial Complaint

  Date:03/30/2023

  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.

  I bought the highest quality *** impact rated replacement Sliding Glass Doors ******* ************************ in May of 2022. The total cost of the SLD's ************************, including installation was over $34k. The *** SLD/s ************************ were delivered & installed in Oct. However, obvious manufacturing defects were immediately discovered. Rubber seals were defective on all the SLDs & some of the windows. Some of the window seams were liquid welded, but others were not at the same seam locations. Most of the welded seams appeared to be spattered rather than uniform and consistent. The two largest windows had exterior seams that were not aligned. Also, there was a small chip at the corner of each window, which would allow moisture to penetrate. I completed a form on the *** website explaining these issues & requested a call back, but no one from *** responded. I called *** customer service & explained these issues to a woman named ******. Her immediate response was that the doors and windows should have never left the plant. The Service Manager at City Glass Company sought solutions with their local *** representative. But it took a month before the *** rep showed up to evaluate the issues. I contacted *** Consumer Affairs in Dec & spoke with ****************** who forwarded me an email with the subject line: "Low-Priority | ********************** | ***'s Contact Form - Case Number: ********." I asked that someone in a leadership position contact ************ to my concerns, but nobody from *** contacted me. I called ****************** again in Mar, but he said there was nothing he could do because another department was involved. I emailed his supervisor, ******************* who was apologetic, but did not answer my questions or follow up with my concerns. Nobody that I have communicated with at *** has taken sincere ownership of my concerns. Rather my experience with everyone at *** has been either dismissive, someone else's ******** ******* has been zero follow-through with promises made. Most disappointed!

  Business Response

  Date: 03/31/2023

  Customer has a service case opened, reference Service Case number CS#******, Work Order #*****. Service is scheduled for Monday, 4/4 between 8am & 12 noon. Service date and time has been verified with homeowner, see below:

  *********************
  March 28, 2023 at 2:38 PM
  Scheduled for 4/4 Tuesday between 8am-12pm
  
  I did mention to Brick that our techs could be done early on Monday and might want to get a head start on this Monday afternoon, he is open to it. Just wants to be kept in the loop.

   

   

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: The *** tech team arrived as described by *** rep ***** (above) but did not bring the replacement window for the bathroom they recommended replacing on 10 Jan, 23

  They could not answer my questions concerning the manufacturer defects in the 6 window frames identified earlier While some defects are cosmetic, there is a pattern where excessive glue squeeze out is noticeable at one joint, but no glue was applied to the same joint on the other side of the frame Liquid welds on the frames are spattered and some of the joints do not appear to have been actually welded together Although the *** tech reps have acknowledged these are legitimate issues, they explained that they can only recommend replacement and that *** management must address my concerns specifically. 
  
  It has been almost 3 months since *** reps were here last and only one issue has been reasonably resolved, and that is the kitchen window sash durometer issue In fact, the *** reps who were here on *********************************************************************************************** worse than the sashes already installed They were right, all replacement sashes that were to be installed during this visit were as bad or worse than the original sashes
  
  Moreover, it was discovered that one window latch actually has a s**** whose head is broken off inside the window frame
  

  The replacement Sliding Glass Door (***) for the guest bedroom was installed during this timeframe, but this replacement *** also had the same type of durometer defect as the *** it replaced... 

  Sincerely,
  
  Brick Bradford

  Business Response

  Date: 04/14/2023

  Good afternoon,

  PGT service team has opened a service case / work order to address the customers concerns. Should the customer have questions, they may contact PGT service department and reference case #****** / work order #*****.

  Regards,

  Consumer Affairs

  PGT Custom Windows + Doors

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: Over the last six months since I first received the brand-new from the factory windows, and immediately filed my complaint over systemic quality control issues with every sliding glass door and 6 out of 7 windows, the ********************** has not responded to my concerns or engaged with me in any meaningful way... Rather, they have ignored my repeated requests for solutions and have not followed through with my request to talk with someone in a senior management position...Specifically, I called ****************** several times, but in March he said there was nothing he could do because another department was involved. I emailed his supervisor,******************* who was apologetic, but did not answer my questions or follow up with my concerns either. Nobody that I have communicated with at PGT has taken sincere ownership of my concerns. Rather my experience with everyone at PGT customer service has been either dismissive or someone else's problem. I still have defective windows as the 4 pictures of my bathroom window (attached) show... These pictures illustrate unresolved issues with all but one of my windows... I request someone from PGT Customer Service senior leadership contact me and address my concerns.... 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 06/13/2023

  Good afternoon,

  Please see the notes from the service team after visit to homeowners residence to complete work...at this point the homeowner is looking for any detail, no matter how small, in an attempt to have product replaced. All issues that he was not happy with are within the industry standard, those that were not have been corrected. Homeowner as well as dealer that homeowner purchased product from were both on site. There is a panel to be replaced that is to be ordered and sent to the dealer for follow up to replace. Both homeowner and dealer are aware of this.

   

  Service Note for Appointment [SA-8069]: I have arrived to the homeowner residence , and met with him, and 2 representative from ********* glass company, we have walked around the house and discussed all the issues that were presented by the homeowner , such as gaps in the corner welds raised corner welds ?, some durometer issues ? in the windows and sliding glass doors also inconsistent gaps in the back part of the inner lock connection point to the back of the sliding glass door panel, and some minor? gaps and scuffs in the glazing bead.
  After we finished inspecting all the issues, although most of the issues are with in manufacturing tolerance, I have decided that we will address and repair the majority of the issues ? because we are already there with a sufficient crew. ?
  We have addressed the gaps in the corner welds clean them, and fill them with vinyl dock, we have also sanded down the corner ? welds, realigned the inner locks ? to ensure full contact with the sliding glass door panels. ? Towards the end homeowner also mentioned one single hung sash lock that head of the s**** was broken off. so I advised him To choose one of the sashes that we brought on our previous trip that we can replace for the existing sash, the size that was chosen by the homeowner to replace his existing sash had a minor scratch at the upper part but it was the best sash out of the ones that we brought on our previous trip?. Homeowner also expressed his issue with the top aluminum cover of the sash. Being slightly short I have measured old the existing sashes in the home, and the sashes that we brought with us from the previous trip, and did find that some of the top aluminum cover are inconsistent in length however length difference were with in less than an eighth of an inch, I have notified homeowner that they are within our manufacturing standards. Homeowner also asked me to check the bathroom window sash which he claimed was out of square, but once I measured it, it was in fact square, and the window valances were position the correct height.?
  I have also discussed with the dealer a separate issue that was on the sliding glass door located in the living room area (XOX) and we decided on resolution that we will send the active panel to the dealer and they will be responsible for replacement.

   

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 19869019
  
  I am rejecting this response because:

  I reject ***s response for the following reasons:
  *** ************* Team Leader ********* visited on 13 Apr and sought to address my concerns and make repairs where possible.  **************** made the following observations,and or took the following actions:
  He advised the local *** dealer to order a new panel for the 9ft Sliding Glass Door (***).
  **************** replaced a living room sash that had a broken s**** in it with a sash that was scratched from the factory that two previous *** Service Technicians recommended replacing. Frankly, this restoration work looks worse after the repair.  A picture of this repair work is attached.
  
  **************** acknowledged that all sash aluminum rails are 1/8 short, but stated they are within manufacturer tolerances.
  
  **************** observed the top corner frames of living & dining room windows (4 windows total) have girring,perhaps a result of a pneumatic drill ***** during manufacturing.  However, he concluded, there is nothing I can do, the frames are within tolerances.  I submitted pictures of these quality control defects in an earlier BBB rejection letter.
  
  **************** shaved off excess material from a liquid welded seam on an ***, and then sanded the area around this seam.  His work has visibly left a 2 X 3.5 patch of sanding marks the *** frame similar to, but much larger than the sanding work he performed on the living room sash.  A picture of this repair work is attached.
  
  **************** observed the master bath window sash sits crooked in the frame, and all four corners of the sash are notched or chipped out at *************************************** my last BBB response reveal. While he measured the sash from top to bottom, he did not measure diagonally, which is how square is determined.  A picture of this sash sitting in the frame is attached.  This picture shows the frame is level, but the sash sits crooked in the frame.  The sash can be pushed down with extra effort, which helps minimize the visible effect of a window sash that appears to be out of square.  Most importantly,three previous *** Service Technicians recommended replacing this sash because of the notching observed at each corner.
  
  **************** observed that every ********** had glue squeeze-out on 1 side of frame, but no glue was seen on other side.  His response was, trust me, its sealed.
  
  Within tolerances was the response to every issue, except for the disparity of glue in the window frames where I am to trust the *** ************* Team Leader despite what is an obvious and visible inconsistency that occurred during manufacturing.  
  
  **************** said he worked for *** for 4 months, yet he stated general *** technical specifications and tolerances without providing any data sheets to back up the standards he cited.
  
  To be candid, this last visit by *** felt like an intervention designed to substantiate and emphasize minimum standards for their top-of-the-line products, which all previous *** Service Technicians agreed were problematic.  
  
  Moreover, ***s 13 June response opens with the assertion, at this point the homeowner is looking for any detail, no matter how small, in an attempt to have product replaced.  This statement is antagonistic as it assumes my motive, it is unnecessarily inflammatory, and it is patently false! My goal throughout this ordeal exceeding 8 months now has been to develop solutions collaboratively and timely with ***.
  
  A summary of my experience and efforts to develop solutions directly with *** is warranted.  
  
  I invested over $34k in the highest quality *** impact rated replacement Sliding Glass Doors (***'s) and windows in May 2022.  These products were delivered in Oct. 22.  However, obvious manufacturing defects were immediately observed on all but one of the *** products delivered.  For example, rubber seals were defective on all the ***s and most windows. Some window seams were liquid welded, but others were not at the same seam locations.  Most of the welded seams were spattered rather than uniform and consistent, and other issues were identified too.  I called *** Customer Service & explained these issues to a woman named ******. Her immediate response was that the doors and windows should have never left the plant.
  Since then, I have repeatedly attempted to develop solutions between *** ******** Services and *************s departments, but all my efforts and requests with ******** Services specifically have been ignored or dismissed.
  Inexplicably, nobody that I have communicated with in the *** leadership team has taken sincere ownership of my concerns regarding the obvious and systemic manufacturer defects cited herein.  Rather my experience with everyone within ***s leadership team has been either dismissive, someone else's problem, and most recently, an attack on my motives and character.
  
  Bottom line is that I did not get what I paid for.  Four Sliding Glass Doors and seven windows were ordered, but only one (1) window was delivered as expected.  All other windows and ***s revealed systemic quality control failures from the factory.  *** Corporate Leadership has failed in at least three departments, Manufacturing/Quality Control, ******** Service,and *************s.  Additionally, there appears to be a significant gap between *** representatives who perform field service work and those in leadership positions.  The three ************* Technicians who visited genuinely exhibited concern and frustration over the systemic quality control issues noted, yet they also acknowledged that the replacement doors and window sashes would likely exhibit similar flaws as the originals. They were correct, but they did not dismiss the legitimacy of my concerns.
  
  Going forward, I request that the 9ft panel identified above be replaced as recommended by ****************.  I request that the living room sash that **************** attempted to repair and the bathroom sash be replaced as recommended by three *** ************* Technicians.  It is clear that *** will not replace the window frames and that I am left with systemic cosmetic flaws in my doors and windows, including the sanding work on one of my SLDs that is now worse than before the attempted repair.  I am willing to accept these doors and windows as they are, but request that *** provide a partial refund for these defects and for the egregious experience I have encountered.  
  
  I think it is important to restate why I chose *** Custom Windows over the many competitors in this industry. Having researched replacement doors and windows extensively,CWS and *** were the final two manufacturers considered.  Coincidentally, my son had a house built two years ago and has *** impact rated doors and windows throughout his new home. After examining his doors and windows, my wife and I concluded that *** was the way to go.
  
  ***s website states the following:
  
  Our unmatched reputation for quality, performance,and service has helped us earn the trust of builders and millions of families around the world. Whether youre looking for impact or non-impact products, you can rest assured that every window and door we custom manufacture in our ******* warehouse is designed for beauty, durability, and keeping your family better protected.
  
  Unmatched reputation for quality, performance, and service, I pray the performance of our *** windows will ever be put to the test, but my experience with ***s quality and service so far has left me most disappointed and extraordinarily frustrated.
  
  Your time and consideration of my observations and requests is most appreciated.
  
  Sincerely,
  
  **********************

  Business Response

  Date: 06/30/2023

  This information has been reviewed and presented to our service management team for review. Service team will contact homeowner within the next 3 business days to follow up with his concerns

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: On 30 June, PGT Custom Windows responded by saying that someone would contact me within 3 business days... However, I nobody from PGT has contacted me... I waited until ************************************************************************************************************* order to help develop ********************... 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 07/20/2023

  The *** service team has agreed to schedule a second inspection to review homeowner's continued concerns. Our service team called on 7/19/2023 and left a detailed message asking homeowner to call back

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: *** Service Team Leader, ********* contacted me and explained that he and ***'s **************** Manager, ***************** would schedule a visit at my home during the first week of Aug... However, when I called the *** Service Team Leader back to confirm the date and time of their visit, I was told that the **************** Manager could not attend the planned visit and that only the *** Service Team Leader would visit, but that his visit would have to be conducted sometime during the second week of Aug... While appreciate this effort made by *** as a result of the BBB's leadership, I am still seeking resolution that includes addressing the issues I mentioned in previous rejection letters... 

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

  Business Response

  Date: 08/04/2023

  The concerns of the homeowner are being addressed by the service team as stated previously. It appears there was a change to the schedule however it has not been tabled and will be communicated and again addressed with the homeowner as soon as possible. There is nothing further to add at this time

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: PGT ***** Service Supervisor, ********* visited and explained he will replace one sliding glass door panel, and three window sashes, which is most appreciated... However, other PGT ***** Service technicians have recommended replacing window sashes, but were never ordered or not approved... 
  
  Sincerely,
  
  Brick ********

  Business Response

  Date: 08/21/2023

  ********************,

  We have an active case #****** that we have been communicating with you on. The parts which have been communicated to you that we will replace have been ordered. We currently have an ETA of 9/20. Once the parts have arrived and inspected the service team will reach out to schedule your service. 

  Thank you.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: I understand that PGT is stating that "parts have been ordered;" however, PGT service department has told me that replacement sashes would be ordered before, but were never ordered... Moreover, previous sashes and SLD's that were sent had quality control issues that rendered the replacement parts that were as bad or worse than the original sliding glass doors and sashes... Therefore, I will wait until the replacement parts arrive and confirm these parts do not have the systemic quality control issues previously encountered... 

  
  Sincerely,
  
  Brick Bradford

  Business Response

  Date: 09/08/2023

  ********************,
  I looked up your order and it appears that one **** has arrived at *********************. There are two other items that were backordered and now have an ETA of 9/20. Once received at ********************* they will do a thorough inspection of the product. If something is found outside of standards, they will reorder the item. Once all the product is received they will schedule the service to install the replacement parts. 

  Customer Answer

  Date: 09/17/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: PGT's most recent update dated 8 Sept, 2023 does not account for all three replacement sashes and an additional sliding glass door panel that was authorized by their service tech team supervisor... Plus, two of the panels mentioned in their repsonse are backordered... 
  
  Sincerely,
  
  Brick ********

  Business Response

  Date: 10/20/2023

  ********************,
  I see that we were on site 9/27 with the parts we promised and completed the service as promised. We appreciate your patience and now that we have opened up a service location in your area I am sure that any future needs will be responded to quicker. Your positive feedback on ************** is also appreciated. 

  Thank you.

  Customer Answer

  Date: 10/29/2023

   
  Complaint: 19869019
  
  I am rejecting this response because:

  It is true that after three attempts, *** was able to order, manufacture, deliver and install satisfactory window sashes and sliding glass door panels consistent with industry standards... Moreover, ***'s ***** Service Technician team continually sought solutions and ****************** deserves special recognition for his leadership and dedication throughout this ordeal that took literally a whole year to resolve... 

  However, my experience with *** *************************** has never been addressed or resolved... A brief history of my experience with *** is warranted... 

  I bought the highest quality *** impact rated replacement Sliding Glass Doors (*****) & windows at a total cost over $34k. The *** ***** & windows were delivered and installed; however, obvious systemic manufacturing defects were immediately discovered... Specific details of the manufacturing defects with pictures are available in previous email correspondence through this BBB sponsored portal... 

  From the date of delivery and installation, I have sought collaborative solutions with *** through their *************************** but nobody in that department has been willing to engage with me in any meaningful way... In fact, a Consumer Affairs rep categorized my case as being "Low-Priority," which I find incomprehensible given the ***** and windows were the highest quality and exhibited systemic quality-control flaws upon delivery and installation... 

  I repeatedly requested that someone in a leadership position within *** Consumer Affairs contact me and respond to my concerns, but this department's communication efforts were minimalistic and non-responsive to my specific questions... Point in fact, nobody that I have communicated with in Consumer Affairs has taken sincere ownership or a solution-oriented response to my concerns...

  Bottom line is that I did not get what I paid for... What should have taken a week to deliver, and install has taken a calendar year to resolve... This last year has been fraught with frustration and zero confidence that *** would actually provide satisfactory ***** and windows consistent with industry standards and *** marketing statements... Fraught with frustration extends well beyond my absolute lack of confidence that *** could or would deliver the ***** and windows expected... My family could not decorate our house during the various holidays that followed, including Thanksgiving, Christmas, New Years, etc... Touch up painting and caulking of all door and window frames and ***** were postponed for 10 months... Window treatments remained on the floor of every room for the same amount of time... *** logo and certification stickers were required to remain on each panel of each SGD and window until the final inspection was completed... I believe compensation for these experiences is reasonable and warranted... 
  

  
  Sincerely,
  
  Brick Bradford

• Initial Complaint

  Date:03/30/2023

  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.

  We contracted with ******* Contractors to install new windows in a enclosure that was previously a screened porch. The work was completed in July 2022 and 3 windows and two door windows were scratched or have an imperfection in tint. We have been waiting since then for PGT to replace these windows. It has been one excuse after another as to why they have not scheduled an installation even though according to Hope a field service technician 4/5 windows are there.

  Business Response

  Date: 03/30/2023

  On 3/29 homeowner I notified via phone that parts had been ordered and are currently scheduled to arrive to the technicians warehouse on 4/5/2023. Homeowner was informed that the process for inspecting and receiving parts could take 2 to 3 business days. Once this was done, homeowner would be contacted to schedule service.