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Business Profile

Doors

PGT Custom Windows and Doors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Doors.

Complaints

Customer Complaints Summary

  • 41 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased all new impact-resistant windows and doors as part of a renovation project on my condominium. One of the floor-to-ceiling windows developed a "stress" crack within a few weeks of being installed, prior to my moving into the unit. A claim was filed and it took months for them to send out a tech to inspect the window. After inspection, it was confirmed that it was a stress crack and would be covered under the warranty, a new window would need to be ordered. It took several months before being notified that the window was ready. I was then informed that they would not be able to install the window because my unit was on the third floor of the building so I had to pay an installer at a cost of over $2000. I recently found another window with a "stress" crack and filed a claim with the manufacturer. After several weeks I was notified that although it may be a stress crack, they only warranty the glass for one year. I asked to appeal the decision as this is the second window out of 12 that were purchased and installed, resulting in a nearly 17% failure rate. The response was that they would escalate the matter to leadership. I waited thirty days and did not receive a response. I emailed again stating that I had waited patiently for thirty days and now i wanted the contact information of someone in leadership but received no response.

    Business Response

    Date: 08/31/2022

    Business Response /* (1000, 5, 2022/08/19) */
    Thank you for contacting us regarding your concerns. We apologize for any issues you may have experienced, and assure you that we are working on resolving this case for you. Based on our case records, we see that the replacement glass is under warranty and will be provided to you at no cost. As per our warranty (attached) PGT is not responsible for any labor costs incurred in repairing or replacing the products.
    If you have any further questions or concerns please feel free to reach out to our Consumer Affairs team at XXXX-XXX-XXXX referencing your case #XXXXXXXX.
    Thank you!

PGT Custom Windows and Doors is NOT a BBB Accredited Business.

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