Complaints

This profile includes complaints for Milgard Windows and Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Milgard Windows and Doors

  1498 Pacific Ave Ste 400 Tacoma, WA 98402

• 

  Milgard Windows and Doors

  965 54th Ave E Fife, WA 98424-2729

• 

  Milgard Windows & Doors

  355 E Easy St Simi Valley, CA 93065-1801

• 

  Milgard Windows and Doors

  425 Sun City Blvd Lincoln, CA 95648

• 

  Milgard Windows and Doors

  1989 S 4130 W Salt Lake City, UT 84104-4847

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:06/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Milgard windows refuses to honor their lifetime guarantee. I have a defective window. When I applied for a replacement I was rejected because the developers name was on the deed. I was the original and only owner of the condo. Seems like a catch 22 to me.

  Business Response

  Date: 06/29/2023

  Hello-

  I am sorrry to hear you are having challenges with a warranty claim. Can you please provide me your case number so I can look into this further?

   

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20239564
  
  I am rejecting this response because: My complaint to Milgard ******** was rejected. They refuse to replace a defective window that is under warrantee.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/19/2023

  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.

  Patio door has a lifetime warranty. Advised Milgard about the door swelling when sun shines on it (every morning) on May 15, 2023. They replied on June 1, 2023 and told us that they had us scheduled for service on September 28. On June 19 (today) I contacted them again as the problem worsened due to our inability to close the door, leaving the house vulnerable to illegal access. Again they said that the earliest they could service us was September 28. When I said I would complain to BBB they said "OK". This is unacceptable customer service....especially for a large corporation.

  Business Response

  Date: 06/20/2023

  Hi *****-

  I am sorry to hear you are frustrated with our service team and process. I have reviewed your case submitted on 5/23 and see that a service appointment was scheduled for 7/27 and note that you replied to the confirmation email with a concern to the safety/security of your property. A service team member is reviewing your response and should follow-up soon. Please let us know if you do not hear back in a timely manner so we can review further.

  -****

• Initial Complaint

  Date:06/08/2023

  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.

  5/2023 I ordered 2 orders of Milgard ******* windows, a first batch of 3 large main living area windows and a second batch 4 smaller. When they arrived they looked great as these were the best I was told Milgard offered in a Vinyl style. I have other properties where I used Milgard. When they shut, they shut tight. The windows seats into the jam over a 1/2 ". To open them requires some effort which is fine as they seal very well. However on these new windows, I noticed right away the difference in sound noise reduction from the outside. After installing the first batch of these newer ******* style, the seal is quite less, you can hear outside sound much easier and the windows all only enter the jamb about 1/4", much less than previous models. The edge lip on the older style that was needed to assist in opening the product because how well they sealed has been eliminated and when the windows are closed, there seems to be play / a gap in the seal.I feel the design is flawed. I reached out to Milgard as I believe these windows do NOT meet advertised specifications for sound and temp isolation as the mating areas do NOT seal well. The individual components seem to be fine but when you close the window it seems to leave unused void allowing heat and sound to pass thru. The operational window needs to be made 1/2" wider in the case of this being a horizontal window to seal tighter. I am sorry there was no sample available and I am Warning ALL contractors to look at this closely as Milgard's answer has been "that is just how they are designed". I feel you may want to buy your windows elsewhere as the Great Milgard product that once was standard may be flawed and nothing is being done about it. This installation location is in **** **********, a dessert area so a great seal is critical for A/C conservation.I will now have to remedy this first batch myself or return and start over.

  Business Response

  Date: 06/13/2023

  We're sorry to hear that you're not pleased with your purchase. Our team has responded to your concerns and confirmed that the product is manufactured to our specifications. Here is a copy of that response: 

  I am writing to offer my sincere apologies for the delayed response to your previous inquiry. I understand that you had concerns regarding the quality of the recently delivered window, and I regret any inconvenience caused by the delay in addressing your issue.
  
  Thank you for reaching out to me regarding the concerns about the quality and functionality of the recently delivered window order. I appreciate your feedback and our team has thoroughly investigated the matter.
  
  After carefully examining the window and discussing your concerns with our team, which included our head of engineering, service manager, and plant manager, we can confirm that the window was manufactured correctly and is well within our specifications. We understand that you have certain expectations, but unfortunately, there is no further action that can be taken or changes that can be made to the window to meet your specific requirements.
  
  We genuinely apologize for any inconvenience this may have caused you. We strive to provide high-quality products and ensure customer satisfaction. I will make arrangements next week to deliver the window you kindly loaned me.
  
  Thank you for your understanding.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20163720
  
  I am rejecting this response because this doesn't address the concern or the problem discovered.  I appreciate their position but never the less, they are misleading the public who are unaware of this failure.

  I wish them the best and say goodbye as a solid customer and will maintain the right to inform all that I know to reconsider their future Milguard vinyl purchases.

  Thank you but very disappointed (and will maintain this position).

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

• Initial Complaint

  Date:06/08/2023

  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.

  Buyer Beware manufacturer does not support replace parts, only installs new windows.

  Business Response

  Date: 06/13/2023

  Thanks for reaching out. Milgard windows and patio doors are backed by industry-leading warranties. If you have any issues requiring parts or repairs, simply submit a service request via milgard.com and our team will be in touch. 

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service 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.

  Today I called the warranty, service line, responding back per Milgards request. I had submitted the online warranty form as required. After holding for more than 20 minutes, I was cut off. I called back the operator and explained the situation and she said theres nothing that she can do- only suggesting I call back again. I even asked if she could ask somebody to call me. She explained that she couldnt put me in the front of the line, which I did not ask for. I explained that it was unacceptable that I would wait on hold only to have the line disconnected. I believe that Milgard should have someone to help in situations like this.

  Business Response

  Date: 06/13/2023

  We're so sorry to hear that you had this issue. Thank you for sharing your experience so that our teams can continue to improve. 

• Initial Complaint

  Date:06/04/2023

  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.

  I installed new Milgard windows throughout my home in 2007. The windows supposedly came with a lifetime warranty. Several of the windows have developed moisture between the dual glass panes. I recently made a claim to have two such defective windows changed out. Milgard responded very slowly to my claim. On the day of the scheduled service, I took off from work and waited for the Milgard repair representative to show up. But he never arrived and no one from Milgard bothered to call to alert me. Finally, late in the day I received an email saying that my service call had to be rescheduled to the following week. When the repair rep showed up the next week, he broke one of the two replacement panels while trying to install it. He assured me that he would put in an "expedited order" to replace the broken panel. Although that was two weeks ago, I haven't heard back from Milgard. In the meantime, I have written two emails to their service department asking when the broken glass will be replaced. It has come as no surprise that there are only crickets from Milgard -- no reply to my emails.Early on, Milgard's customer service was responsive, efficient, and their repair personnel were competent. During the past several years, however, I have noticed a measureable decline in their customer service and in the quality of their work. Milgard service reps don't bother calling customers back and the company's wait time on a warranty claim is not just weeks -- it's months. And many of the repair personnel are as indifferent to their jobs as they are incompetent. Milgard used to produce quality products and provide efficient service.. Not any more. I wouldn't recommend Milgard windows to anyone in the market for new windows. My advice instead is pay a little more and get a guaranty that will be honored by a reputable company.

  Business Response

  Date: 06/13/2023

  Hello ************** - I'm so sorry to hear about the challenges that you've been having getting warranty service and appreciate you reaching out. I can see that you spoke with the service team last week and confirmed a new service date of July 6th. That confirmation should have been emailed to you on June 8th. If you didn't receive it, please let us know. 

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20142864
  
  I am rejecting this response because:

   

  I did not receive a confirmation email from the business on June 8 as they state in their response. More incompetence.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/20/2023

  Hello-

  I am sorry to hear that you don't seem to have the email in your inbox. I have confirmed the new scheduled date of July 6th and have asked the service team to resend a confirmation to the email on file. Please let us know if there is anything else we can do to resolve this for you.

  -****

  Customer Answer

  Date: 06/23/2023

   
  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:06/01/2023

  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 a Milgard French door for $3,700, It is located in our most used living space and leads out to our deck. Due to defective hinges, the door is sagging and I cannot open it. We must walk halfway around the house to access our ************** has a manufacturer's warranty. I have had Milgard technicians called to my home in the past to fix the same issue. They told me that they have had problems with these hinges and that is what is causing the door to sag. I have called Milgard customer service and corresponded via email (case# ********), but no repair has been scheduled by Milgard. Their responsiveness is very poor. They recommended that I fix it myself by adjusting the hinges. The door is very heavy and the issue is defective hinges. I want Milgard to send out a repairman to fix the door. Also, I do not want to spend the entire summer being unable to access my deck through this door.

  Business Response

  Date: 06/13/2023

  Hi ******, I'm sorry to hear that you're having challenges with your hinges. I reviewed the service request notes and it appears that our warranty service team reached out on May 26th for additional information. I would recommend that you contact them by calling 1-800-MILGARD to remedy the issue. Thanks! 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20132384
  
  I am rejecting this response because:

  I first reached out to Milgard over a month ago. I have been waiting for over a month for a Milgard rep to come to my home to repair the defective hinges on my ******* French Door. I had to reach out to ****** ************************** to help since ********************** told me to adjust the very heavy door myself. The hinges are defective. They don't need to be adjusted. This week, I was offered the "earliest" appointment which Milgard says is 7/7. That means I will have waited 2 months for a repair on a door with a warranty...Half the summer being unable to open the $3,700 Milgard door that leads to my deck where ************! This case will not be closed until my problem is resolved. As of this moment, it is NOT resolved!

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

  Business Response

  Date: 06/22/2023

  Hello-

  I am sorry to hear your frustration with the availability of the earliest service appointment. I reviewed your case and escalated it to the regional service manager for further review.
  
  Regards,

  Nick 

• Initial Complaint

  Date:06/01/2023

  Type:Product 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 purchased a set of sliding doors from Milgard in 2017. Within a few months, the sliding door came off its tract and required service. Over the last 5 years, we have had the same issue, the sliding door comes off its low profile tract and the wheels, as a result, have become damaged. Milgard service technicians have apologized for the way the product has been designed, such that the track is not able to hold the wheels in place. We have submitted several case requests (********, ********, ********, ********) and continued to do so even after the warranty expired asking for replacement wheels, replacement screen or someone to please replace the track, and we are willing to pay out of pocket. However, the response always was, nothing can be done. We called Milgard asking them to please send technicians to at least replace the wheels and or screen door. However, they merely sent us to the store front that sells their products in our area for repair. As instructed, I got in touch with Milgard recommended repair stores, Gahnal Lumber, Lions Gate, ***** Doors. All of them stated they could not repair the wheels or the sliding door and recommended us to go back to Milgard as they were the ones who delivered the door. At this time, our sliding door DOES NOT OPEN. The wheels are damaged from coming off the track. We are willing to pay for someone to repair the wheels or sliding door. We would like this to be done by Milgard, since no other distributor or repair store is willing to help!

  Business Response

  Date: 06/14/2023

  Hi ******* - I'm so sorry to hear about the challenges that you're having with your patio door. I'm unable to locate a current service case # based on the description you've provided, but understand that you've had this issue previously. We'll have our service supervisor reach out to you directly to advise on next steps. Thank you. 

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20128521
  
  I am rejecting this response because: Milgard gave a screen door service contact ******* @ ************.  However, he does not service our area.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/29/2023

  Hello-

  I have reached out to the service team and asked that they contact you to provide other dealers who provide service in your area!

  -****

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20128521
  
  I am rejecting this response because: No one has contacted me.  Please see attached wheels from the Milgard screen door.  They dont even have the capacity to turn like wheels normally should.  Poor design and no one is able to fix.  This has resulted in severe damage to the screen door, becoming unhinged from both the bottom and top tracks, since the wheels cant even turn causing immense amount of friction and resistance during the opening and closing process.

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

  Customer Answer

  Date: 08/03/2023

  I have not heard from any service technician or any representative from Milgard yet!  I responded to the last communication similarly!  Milgard is NOT providing any sort of customer care at all!

  Business Response

  Date: 08/11/2023

  Hello-

  I have escalated this to the Service Manager in your area. I will follow up in 2 business days on the ticket if I do not hear more information. 

   

  -****

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20128521
  
  I am rejecting this response because: I have not received a response from Milgard.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/07/2025

  From our records, it looks like everything has been fixed. The last case was closed on 8/2/2024 on our end. If this is incorrect, I will need further information

• Initial Complaint

  Date:05/31/2023

  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.

  In 2017, I purchased two (2) Milgard sliding doors and have been functioning perfectly fine. Just recently however, (1) door has shown damage on the door frame, at the floor threshold. I started a warranty claim as the product shows a "Full Lifetime Warranty". I was told the warranty claim was invalid due to "misuse". Milgard claims the door treshold has been steeped on and is considered "misuse". The warranty document does not however provide state this. I feel this is just the manufacturer's way of getting out of the warranty coverage. I have sent several emails and lastly spoke to **************/ Milgard in ********, ** on 5/34/2023 4:00PM

  Business Response

  Date: 06/13/2023

  So sorry to hear you're having challenges getting warranty service. Can you provide us with your service request case number so that we can look into this further?

  Thank you,

  Customer Answer

  Date: 06/18/2023

   
  Complaint: 20127711
  
  I am rejecting this response because:

  Milgard- this is the Case Number 06226392
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/29/2023

  Hello- I have reviewed your case and had conversations with the service team. It seems that your claim is not covered under our warranty as the damage is consistent with misuse. I can connect you with a local dealer or work to connect with our service team on a possible billable repair. Please let me know the course you would prefer.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20127711
  
  I am rejecting this response because:

  the "misuse" claim stated by the manufacturer is not included in the warranty documentation provided.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/19/2023

  Hello-

  I have reviewed this once more with our service and warranty leadership and we have a few options to get this resolved. As a possible solution, we are able to connect you with a vinyl repair service in your area which likely could repair the damage at a lower cost to you or if that is not the best solution for you, we can offer a discounted ***********. Please let me know the solution you would like to explore further.

   

  -Nick

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20127711
  
  I am rejecting this response because:

  Manufacturer should honor the warranty repair/replacement as spelled out in documentation for this product.  The warranty coverage was a big selling point for me.  Now seems like false advertisement. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 returned home from having been gone a couple of weeks. The patio doors inside pane was shattered. There was no **** on the shade curtain and the exterior pane also had no ****. The house is 2 years old. Milgard said the lifetime warranty didn't cover shattered window. The house had been empty so nobody could have caused the window to crack. If you look at the picture you can see the upper right hand corner is where the crack started. I don't know that I have ever had a window shatter without any cause and I've had probably 10 homes. I just want the window replaced as I think windows should be reliable and last longer than 2 years.