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:05/21/2023

  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.

  On March 21 a Milgard technician who was performing work in my home knocked a wall sconce of the wall and damaged my stairs. He stated he would be informing Milgard and to contact them when I had a quote. He then also left me a voice mail asking me to CC ***************** (sp?) on the quote. When I did get a repair quote I called and the receptionist transferred me to Accounts Payable and I left my information asking for someone to contact me back so I could file the claim. No one ever called me back.A week later I cashed and left a vm for ***************** explaining the issue and instruction and that I had not been contacted back, and I also never heard back from ***.

• Initial Complaint

  Date:04/28/2023

  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 are in the process of having a new home built. New Milgard casement windows were installed last year during the construction process. One of the windows was delivered with broken a glass pane. We made the supplier ***************************************************, ** aware immediately. It took over 6 months to have the broken panel replaced. ******** reps advised that Milgard was not following through on their efforts to get a replacement.As construction is proceeding, we have noticed appreciable air movement through various windows in the house; especially during windy days. Air is coming through window seals, casement latches, and in one case, you can see daylight through the window frame and casement panel. On very windy days, the air movement through the inadequately sealed windows blows out lit wooden matches. We have videos showing same.We have provided detailed information regarding our concerns over the Milgard windows along with photographs and videos to ******** Lumber and they have assured ** they provided same to their Milgard Window representative. ******** advised that Milgard had not responded as of Thursday morning 4/27/23. Later, the ******** manager and two staff members did a site review and agreed that our representations were accurate. They all stated this is the worst window performance they'd ever seen.We were told preciously that Milgard windows were a high quality product from a reputable company before agreeing to have them installed in our new home. Based on our personal experiences, they appear to be far less than that. Due to Wyomings challenging climate and weather conditions, it is important to have high quality, energy efficient windows installed whenever possible. Had we known previously what we know now, we would have never chosen to use these windows for our new home. The Milgard windows currently installed do not meet reasonable expectations and are of poor quality and performance.

  Business Response

  Date: 05/12/2023

  I'm so sorry to hear that you're having challenges with warranty service for your Milgard products. Can you provide me with the service case number so that I can look into this?

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 19993917
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/18/2023

  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.

  Every nearly window in the home has failed with "fogging". Milgard replaced the windows under warranty 4-5 years ago. Upon the new set of windows failing I was informed that my "lifetime warranty" is actually a 10-year warranty and that my warranty claim was submitted 2 days beyond the 10 year manufacture date of the windows and therefore not honored.When I contacted Milgard customer service over the phone on April 3rd, 2023 I was redirected to a cumbersome website where I had to provide measurements for every failed window. An extremely time consuming multi-day task when nearly half the windows have failed. The agent likely had full knowledge that I was running up against the "manufacture date" warranty expiration and failed to create a case. I had previously opened a warranty claim and the information was available since the agent looked up the property address. I can provide phone records of the initial attempt to open up a warranty claim prior to expiry.Basing warranty on the manufacturing date is a dubious standard at best and lacks transparency. I have no way to verify what the date is as the consumer. The windows clearly did not ship from Milgard the day of manufacture and were most certainly not installed on April 5th or April 7th (the day I submitted the claim online).The case # with Milgard customer service is ************** you

  Business Response

  Date: 01/07/2025

  The homeowner on this case was not the original homeowner/purchaser of the windows and the transferrable portion of the warranty had expired. He was notified of this as well as provided the literature ****************************************************************

  We were able to provide dealers that could assist with non-warranty service.

  This case was closed on 4/18/2023

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 19953078
  
  I am rejecting this response because:

  The manufacturer was notified of the defect during the warranty period via a phone call. Manufacturer representative directed me when I called in to report the defects to a process of measuring dozens of failed windows and sending them an "email". When e-mail was sent I was told the windows are no longer under warranty, they apparently went out of the 10 year warranty period the day before! The Milgard representative purposefully "stalled" the warranty claim knowing that the warranty period was about to end.
  

  Some of the defective windows in question were previously replaced on 2 separate occasions, there is an on-going quality control issue. "Buying" new windows from Milgard is not a solution.The response received was sent in bad faith without examining any of the details of what transpired. Responding to a BBB complaint with a "sorry you were out of warranty" years after the complaint was filed is nothing but an attempt by Milgard to "clean up" its tarnished BBB rating.
  

  I again ask that Milgard honor its warranty obligations in light of the fact that initial contact regarding the defects were made within the warranty period.
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 01/13/2025

  Please find attached the warranty document from Milgard. Quoting paragraph 2, "Persons Covered".

  This Warranty extends to the Original Purchaser of Milgard Products. The Warranty starts on the date of purchase of the Home as new construction or the installation of Milgard windows, doors or skylights in the Home as replacements (Start Date) and remains effective as long as the Original Purchaser owns the Home. In addition, if the Original Purchaser sells the home before ten (10) years has elapsed after the Start Date, Milgard will automatically extend full coverage under this Warranty to the new owner(s) of the Home and any subsequent owners, until the tenth (10th) anniversary of the Start Date.

  The paragraph outlines that any subsequent new owners of the home have a 10th year warranty from the date of purchase of the home as "new construction".

  The property was first sold on May 29th, 2013 as "New Construction". I have attached a screen shot from ********* showing this information. The date is also available in property tax records Milgard accessed to point out that I am not the original owner when wrongfully denying my claim on April 18th, 2023.

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

   

   

• Initial Complaint

  Date:04/16/2023

  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 built our house in 2014, we had Milgard windows installed throughout the entire house. There is a lifetime warranty on the windows and they are now not calling ** back or responding to requests to have them replaced as they fail. More windows continue to fail while we wait. Weve had approximately 20 windows fail to date with about half of them fixed to date over the last several years.

  Business Response

  Date: 01/07/2025

  From our records, it looks like this job too several trips with the the last one on 10/26/2023. The case was closed on our end on 11/9/2023

• Initial Complaint

  Date:04/14/2023

  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 Milgard Windows from Quality Windows and Doors in **********, ********** in February **** and September ****, which included Milgards full lifetime window guarantee (warranty). Several of my windows have become faulty (leaky or have a haze which does not allow you to clearly see out the window). I have submitted service requests for these issues (case numbers ******** & ********). When a service technician came out to access the windows for case #********, ********************* (the Milgard representative) said the leaking was due to the installation and that they weren't installed by Milgard. Therefore, according to him, the windows weren't covered under their warranty (this information is not included in Milgards written warranty). He then presented a card for his side business for us to contact if we wanted to pay his personal company ****** ****** Solutions) to fix the windows. I believe this to be a conflict of interest and a lack of honoring Milgards warranty. We purchased these windows with the expectation of a full lifetime guarantee for as long as we, the original owners, still own the home. Case number ******** (started on 2/7/23) for the windows which have a layer of haze that clouds the glass is still unresolved. For over two months, I have been waiting for a follow up plan to address this issue. Not a word from Milgard. The service from Milgard has been beyond disappointing. The company doesn't want to honor their warranty and the service technician placed blame on the installers while promoting his own business. Milgard, keep your guarantee by replacing my faulty windows and send an honorable service technician to get the job ethically done right per your warranty.

  Business Response

  Date: 01/07/2025

  Rollers were replaces and leaks were sealed. Case was closed on 12/22/2021

• Initial Complaint

  Date:04/10/2023

  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.

  I purchased 30+ Trinsic Series (black vinyl frames) windows and 2 large glass doors from Milgard for a new home build. The windows were purchased very early into the build due to the lengthy production and delivery times and were carefully stored without issue until ready for installation. I have contacted Milgard for support on the issues, but they are siting installation issues (multiple installers were used with the same result) and refuses to assist or even provide a workable solution:1: The windows were installed during the winter when temperatures were very cold. The ***** windows were so brittle they were cracking and breaking during the installation. When we saw the cracking with the first installers, we hired a different company to finish the installs. However, the second installer, being warned about the issues, had the same result with the window frames cracking and breaking during the installation. 2: Several of the single hung window's sashes and rails are out of alignment and cannot be adjusted. The discrepancy in the measurements can be as much as 3/4" on the center rail which makes the bottom window look very crooked.3: The 4 panel sliding glass door (which is also vinyl) threshold has several broken places as a result of walking in and out the door. Because the frame is black, the broken parts show as bright white. 4: One of the windows has significant air gaps between the bottom and top windows causing a whistling noise and a cold draft from the window.I have opened a case with Milgard (Case# ********) however I have been informed they will not provide any resolution siting installation issues. Milgard's only solution was to provide a black magic marker to hide the white from the mounting ****** showing through but are refusing to provide any other support, assistance, or viable suggestions to resolve the issues.

  Business Response

  Date: 04/14/2023

  Sorry to hear about the issues you've experienced. Can you please provide me with your Milgard Service Case # so that we can look into this for you?

  Customer Answer

  Date: 04/15/2023

   
  Complaint: 19917338
  
  I am rejecting this response because: the business was supplied the case number in the body of the complaint and they did not provide a way for me to contact them.  This is the standard message from the business which is likely an automated response.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/07/2023

  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.

  Like so many others, I purchased windows from Milgard due to the Life-time Warranty. 4 years later, 2 windows leak; FOUR professionals have fully tested the windows and proven it is from the window frames leaking internally. Milgard does nothing BUT "order more inspections" as if to keep the guy who does the inspections employed! Milgard was bought by a private equity firm, so I understand the company is cutting costs. The Lifetime Warranty is a fraud as there is little intention to provide a replacement window and then pay to have it installed. In fact, this complaint will be answered by a BOT asking for a service number, with no real human likely following up. I am simply seeking what the "Warranty" provided: replacement windows (w) and ******* pays to have their replacement windows installed; the customer SHOULD NOT as we this cost is solely because Milgard windows have FAILED. Please respond and provide replacement windows immediately. MK

  Business Response

  Date: 04/14/2023

  Sorry to hear that you're having challenges getting warranty service. Can you please provide us with your Milgard Service Case # so that we can look into this for you?

• Initial Complaint

  Date:04/04/2023

  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.

  This is concerning the ********, ** location. We purchased windows and a patio door installed in our new home last June. There were issues from the begining and more came along. Our dealer tried in vein to get parts until Feb of this year. He finally submitted a claim direct to Milgard on our behalf. Feb 8th we were informed a Milgard tech would be out on 3/10 to fix our problems. On 3/9 we recieved a phone call that the rep called out. I cancelled a vaction day I had sked for as this day was on my schedued work day. I asked for him to come on the following ****** and was told they only come here on Fridays. They reschedled him for 3/17 so I took that day as a vacation day. I called when I hadn't heard from the tech with an arrival time. I was told he called out again. Wasted vacation day. They rescheduled for 3/27 a Monday at a time when I would be off work even though prevoisly told only came here on Fridays. I called before he was to arrive to see if he was coming. Was told he would not because the parts they needed had been shipped to the wrong location for him to pick up. Yesterday was told they now come Monday, Thursday and limited ************* The parts are being transferred as of yesterday and are to be in the corrrect location by Thursday. Now they have us scheduled for 4/13 but are trying to move that date up. I doubt they will and if so only by 3 days due to when they come to our area. I don't understand how the parts just now being found to be in the wrong storage facility since they were to have been here on 3/10. He called out on 3/9 so wouldn't someone have figured that out at that time? I just want my windows that I paid alot of money for in our new home to work and fiunction. One window came completly aprt when shutting it. One won't close completely. Several open extremely hard, and the patio door creaks when it opens. Poor quality worse service.

  Business Response

  Date: 04/14/2023

  Thank you for letting us know about this issue. Can you please provide us with your Milgard Service Case # so that we can look into this further?

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19893375
  
  I am rejecting this response because: They are asking for the case number which is 06164911. They have finally come as of yesterday. They did repairs on everything but still could not repair the french door. Tech is ordering hinges. He said it could take up to 3 weeks to get the parts and longer to get shecduled.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/07/2025

  Additional service to fix the french doors that were missed was complete on 6/1/2023. This case was closed on 6/5/2023

• Initial Complaint

  Date:03/23/2023

  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.

  We used Milgard when we built our house, based on their lifetime warranty. Four out of four skylights have since failed. Our warranty nightmare is detailed in the attached documents, previously sent to Milgard. When the first leak appeared, with water coming down a kitchen wall, Milgard said it could not do a repair for 3 mo and that we should hire another company for a temporary fix.At the first service call, they brought the wrong skylight, disrupting the temporary fix in the process, leading to more rain leak. They fixed that, but only after I insisted that their response: Well have somebody out to look at it late next week if we can find somebody was inappropriate.At the second service call, they installed the correct skylight, assessed interior damage, and measured for replacement of two other failed units. I was told someone would contact me soon about interior damage. (Never happened until I called them about a month later.)At the third service call, 3+ months later, the remaining Milgard repairs were completed. The tech mentioned that the manual skylight now comes with a crank, but that he didnt have one on his truck. He offered that he would send me one. (Never happened.)I sent a bid for interior water damage repair to Milgard, and was told I would hear back in one to two weeks. Not hearing anything after a month, I hired the work done by the bidding company.In early Jan 2023, I emailed two managers, requesting that they intervene to expedite communication, resolution of repair reimbursements and locating the missing crank. Having heard nothing after a month, I sent a letter to the *** of the parent company. One month later I received a check (dated 3/9/23) for the amount of the interior repair (only). There was no acknowledgement of inconvenience, no mention of the emergency temporary repair they recommended, nor of the operating crank their tech said he would send to me.Case # ******** Milgard has documentation; human response desired.

  Business Response

  Date: 01/07/2025

  Working back to close unresolved cases, this case was closed on 2/27/2023. **** found a contractor to fix the skylight that was leaking. We issued a reimbursement check for his repairs.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 19641201
  
  I am rejecting this response because:  Milgard only reimbursed the invoice to ******* for interior damage. They have not addressed or reimbursed the invoice to Roof Therapy (for $209.57) for emergency covering of the defective skylight to stop ongoing water entry into the house. They claimed to not have enough staff for timely response and suggested I look elsewhere, which I did. Roof Therapy invoice is in original complaint.

  In addition, one Milgard ******* said that he would send a now-standard crank for the manual operated skylight newly replaced.

  All details are in Customer Experience document.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 01/27/2025

  Thanks ****, I reached out to our service team to see why the second reimbursement was not distributed

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 19641201
  
  I am rejecting this response because: I have not yet received a substantive response from the business. They are "checking" to see why the issue was not addressed. This issue has dragged on far too long already. BBB gives me a deadline to respond to BBB. This is all I can give at this time, without more substantial information from the business.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/19/2023

  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.

  ********************** Valley" has been dealing with our warranty issue.Your response to this situation has been shocking and disappointing. My mother, *************************, submitted a claim over a year ago. You denied her. Because of her age? I called in January to verify what my mother told me. You stated that because it was the **** warranty, we would be covered after all. We therefore set up a measurement for March 13. I was present for the measurement. At no time did your representative state there was an issue. The reason I was there is because I was VERY concerned about your business practices and felt I needed to be present to protect my elderly mother. These reasons, in order, of why the warranty is void:1. "**** owns the property. They bought it in 2015 according to ******." You required my 83 year old mother to prove that isnt correct. I asked you to look on ****** and asked how my mother can prove this. I offered a tax bill and you said that wasnt good enough.2. It is a 5 unit apartment building, so the warranty is void. You saw this on the internet. A Milgard representative had been to the house and could tell you that isnt true.3. This is a vacation rental. "If you accept $1 then it is a commercial property. This house has been in my 83 year mothers family her entire life. In ****, she boughtt her cousins interest. The house has NEVER been sold in 80 years.We have placed the numbers 158 on the **** This is NOT a legal address. It is not recognized by the city, property taxes, any utility. This is one property and the only way to access both the main house and ADU is by the single driveway. NO PLACE in this warranty does it say that the property has to be our primary home or that is cant be rented. The city of *********** recognizes our home as residential. It is zoned residential. The ******************* law clearly states that single family homes are not commercial.Honor your WARRANTY! Windows are defective.

  Business Response

  Date: 03/21/2023

  So sorry to hear about the challenges that you're having getting warranty service. Can you provide me with your Milgard Service Case # so that I can look into this for you?

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19621996
  
  Our Milgard Case #******** - Under *************************.   We can't get any responses from the local office.