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 Manufacturing Incorporated

  26879 Diaz Rd Temecula, CA 92590-3470

• 

  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:01/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased Windows for my parent's house from Milgard back in 2015 We have had several problems with windows leaking. Again last week we noticed a leak in one of the bedroom windows. I called the company and they told me to submit an online request so I did. I immediately received an automated reply that informed me that it would take several weeks to process this request. The email also listed a ***** number for emergencies. I called the ***** number and they proceeded to tell me that there was nothing they could do because they do not provide emergency services. Meanwhile there is a big storm approaching and we have a bedroom window leaking!

  Business Response

  Date: 01/05/2023

  Hi ****** - so sorry to hear about the issue with your windows. Please provide the service case # so that I can look into the status for you.

  Thank you,

  Customer Answer

  Date: 01/10/2023

   
  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:12/30/2022

  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.

  /Windows purchases 10/07/2013 from ************* **************************************************************************************. (now out of business). I have the Receipt. When 1 of 3 windows was not working and "curled" metal could be seen, I contact Millgard Windows - I have their "Lifetime Warranty" copied. **************************************. I also called and wrote letters. I have been getting the "run around" since May. They insisted that they needed a sales order number that they could clearly see was not on the receipt I provided and numbers from the window that I could not find. I have recently found stickers that had come off the frame where the top window was closed into. I need them to at least provide the defective Balancer replacement part for a local repair company to fix unless they will provide the labor as well under their warranty.

  Business Response

  Date: 01/16/2023

  I can see that a service appointment was scheduled in December 2022. Product identification is an important part of any service request. If you're having difficulty finding the information needed from our Service team, please call them at 1-800-MILGARD so they can assist. 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18180517
  
  I am rejecting this response because:

   

  They kept refusing to honor my warranty over an "order number" I was never given from ****************** I made the purchase from.  Eventually, I had to find a window repair person on my own and paid out of pocket $162.02 to Valiant Window Repair.

  I think they should reimburse me those funds since this repair - Parts & Labor - was supposed to be covered under their warranty.

  They finally sent their own repair contractor over long after the repair was done.  I began trying to get warranty service prior to May 2022!  The contractor sent took down the same information I had been providing for months - copy of my purchase invoice & the copy of the label with the window numbers on it.

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

  Business Response

  Date: 01/26/2023

  I'm so sorry for the frustration here. Upon speaking with our service supervisor, it appears that you were on the schedule for work to be done, but when they arrived the work had been completed by another party. Unfortunately we cannot reimburse for that. If you have any questions, please contact the customer service team directly and they can explain the policy further. 

  Customer Answer

  Date: 01/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that while I am far from satisfied with the deplorable customer service - I will accept that they are never going to honor their own warranty.  They refused to do so for months on end ... it is obvious that they aren't going to reimburse me for work that should have been covered and performed immediately so I will stop wasting my time and that of the BBB on this company.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/28/2022

  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.

  On 12/14/2022 an inside pane of glass crack shattered on a small vertical front window. The window broke for no apparent reason in the middle of the night. I called the company who we bought the windows, ************************ Windows *** in ******** **. I was told by ****** that since the product was a Milgard Classic Dual Pane it had a lifetime warranty and to call Milgard. I filed a claim online with Milgard as requested and waited for 2 weeks with no response. I then called. Milgard couldn't find my claim even though I have the claim receipt and gave them the claim number. Milgard then stated they have changed their warranty since I purchased the product and no longer cover shattered windows. I fail to see how this isn't fraud. I bought the windows in 2006 and some years later they claim they changed the warranty. The window was another defect as it does never open or closed properly. The side bars of the window pop out of the frame. When I called ****** to say that Milgard was not honoring its warranty, ****** stated they couldn't do anything.

  Business Response

  Date: 01/05/2023

  Sorry to hear you're having challenges with your warranty service. Our **************** team left you a voice message to collect additional information and review the details of your 2006 product warranty. You should be able to respond to their message and resolve your concerns. 

  Thank you,

• Initial Complaint

  Date:12/19/2022

  Type:Order 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 whole house of Milgard Vinyl Windows from a dealer and *********** fabricated them. I have a issue with one double hung windows. I left a message a few months ago only to get a message in November asking if I wanted the parts mailed to me. My warranty is for life including labor. My case number is ********. I'm called back and it's impossible to get thru to anyone to help or even send a e mail the case number or recieve assistance. Even the operator couldn't assist me.

  Business Response

  Date: 12/21/2022

  Hi *****,

  So sorry that you're having trouble getting this replacement part. Our customer service team reached on November 25th and again today. Please call them back so they can help resolve this for you. 

  Thank you,

  Customer Answer

  Date: 01/05/2023

  Just wanted to update my complaint filed with BBB regarding Milgard Windows #********. A CSR contacted me which I returned their call and they are mailing me the defective part out for my double hung window. Lead time is 7 to 10 business days. Regards, *******************

• Initial Complaint

  Date:12/08/2022

  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.

  Windows were installed on July 13, 2015--Window model was the ******* with a lifetime warranty. I now have 13 glass panes that have broken the seals, crating moisture between the 2 glasses. I first contacted Milgard in mid March of 2022 & filled out the on line information they needed for repair service. My first response from them was May 24th, 22, with my Case # ********. Then in July 27th, 2022 I received an email requesting more info, they needed from the metal spacer bar between the 2 panes of glass which had a Sales order #, sent that information to a person named ******. August 29th received another email requesting more information on my windows, this time they needed the rough dimensions of the visible glass size, I sent the measurement on Aug. 29th, 2022. On 9/28/2022 got another email requesting more information, they needed the measurement again, this time the person was ******* needing the information that I had already sent. I never heard back from any Milgard representative again and to this day nothing. I called the so called **************** number @ ************, I was told that the person handling my case was no longer with them so, the case was turned over to another person. The person I talked to was to contact the new person handling my case, haven't heard a word yet. I also told him that winter was coming, so I was wonder how they could replace the window panes in cold weather due to the glaze sealant used. I'm really disgusted with these folks, I've got the run around since the date I requested repair service. At this time I don't know what else to say, if they do all customers this way I don't know why anyone would want to buy their windows and doors.

  Business Response

  Date: 12/21/2022

  Our sincere apologies for the delays you've experienced. I've contacted our service supervisor and requested that he reach out to you personally with an update and timing on when this will be resolved. 

   

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18539024
  
  I am rejecting this response because: This has been the same song and dance story that  I've recieved from them not long after I filed the complaint. If they really contact me and have a good reason for not taking care of my window repair, I will listen. So, they can contact me and we wil see what excuse they have, and when they think they will ***** their promise to repair my window. Their warrenty say live time repairs. So, have they contact me--I will listen. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/10/2023

  Hello,

  The **************** team reached out on Dec. 22nd and again on January 10th to explain the service plan and status. ****************** confirmed that he is okay with the current plan for resolution in this matter. 

  Customer Answer

  Date: 01/19/2023

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

  1/18/2023

  Milgard has contacted me with a repair plan, they will repair 7 windowpanes and the other 5 will be at a later date, when they get them made, and I hope it's in a reasonable timeframe and I don't have to wait months for them to finish.  My only concern now is our weather conditions may hinder repair which cannot be helped. They are to call me one day ahead of time. 

• Initial Complaint

  Date:12/03/2022

  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 purchased Milgard windows when we constructed our home in 2004-05. We chose them because of their lifetime warranty, frame and grid colors. In mid November 2021 we reported a failure in two of the low-E, double paned windows and were given a case number (********). Milgard scheduled an appointment and a technician came to look at the windows, check the dates of manufacture and measure. Milgard then made several appointments to replace the windows and canceled the appts. the day before or the day of the appointment. Finally, they came and replaced the kitchen window but the grids do not line up accurately with the window next to it. The other window requiring replacement is in the dining room and is a half circle with grids above a casement window with grids. They have scheduled at least 7 appointments to replace this window and have canceled every time for a variety of reasons--broken glass, the window didn't get on the truck, they can't make the colored grids, they can't get the same glass. It is over a year later and we are still waiting for this window to be replaced. Re: grids. They are white on the interior and forest green on the exterior. The windows are Low E, double paned and custom. They claimed in one message they couldn't find anyone to make the grids (green/white), yet they had replaced the kitchen window earlier with those same grids! We have kept the appointment dates/cancellations on my calendar and have most of their emails scheduling the appointments they canceled. We would simply like them to honor their warranty and get this replacement done and when installed have all the grids line up properly. They never acknowledged my phone call shortly after the kitchen window was replaced to tell them that the horizontal grids don't line up with the other side. We also have another case number, why I don't know, but it's ********. Thank you very much for your assistance.

  Business Response

  Date: 12/08/2022

  Thank you so much for bringing this issue to our attention. Our service team was in touch with the customer today and will get this taken care of. **** orders have been placed on the materials and we will resolve as soon as possible. 

  Customer Answer

  Date: 12/09/2022

  As of 12:00 PM today,Dec. 9th I have NOT heard from the customer service team by phone or email. I am willing to accept the window replacement but it is not true that they contacted us yesterday.
  Complaint: 18519566
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** (and **********************

  Business Response

  Date: 12/21/2022

  Hello,

  After reviewing the service case notes and speaking with the service team, the glass is currently being made and expected to be completed the first week of January. The service team is waiting to confirm that the glass is correct before they provide a date for installation. I've asked the service team to reach out to you directly with this update as well so that you'll be able to ask any questions you may have. 

  Thank you,

  Customer Answer

  Date: 01/11/2023

  We accept this offer conditionally. We ask that you keep this case open until ******* actually replaces the windows. We will notify you when that occurs. We have a tentative date of Feb. 16. Regards, ***** and *****************************
  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,
  
  ***** (and **********************

• Initial Complaint

  Date:11/22/2022

  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.

  Have Milguard windows installed on our house. Several windows have failures at the corner seams and are needing evaluation and service under their existing 10 year warranty. ********'s website has a web page for service/warranty submittals, but this has been broken and not taking claims for weeks despite repeated attempts at submitting.When calling the office directly, phone tree redirects you back to their website. When attempting to speak with a live representative, the phone line rings without answer and without allowing you to leave a message.

  Business Response

  Date: 11/29/2022

  Hello **************** - thank you so much for reaching out to us about the issues you're having submitting a service request. Our customer service team will reach out to you directly this week to get that process started. 

  Customer Answer

  Date: 11/29/2022

   
  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. Their customer service team has reached out directly to me. I will update this case should their involvement still not resolve the issues.

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

• Initial Complaint

  Date:11/16/2022

  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.

  Being a lumber yard that does millions of dollars of window sales a year we have been blackballed from Milgard windows in selling their windows. After reaching out to the area Rep for Milgard (whom knows me personally) I was told that he wasn't even interested in talking to my business about us selling their windows. This decision is based upon his own personal relationship with another lumber yard in the area. I would hope that their president and everyone higher up is aware that he has made this decision that is greatly conflicting with their mission to sell windows.

  Business Response

  Date: 11/18/2022

  Milgard closely reviews all customer inquiries to ensure the market is being adequately served. I've asked our Sales Managers to look into this and reach out to you directly with a response. 

• Initial Complaint

  Date:11/16/2022

  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.

  Milgard windows ordered thru *** in ****, ****** on 10/7/21. Received all windows on 8/19/22 (10 months total - due to separate issue with 2 windows coming in damaged on 3 separate occasions). Upon 1st delivery we reported 6 total damaged screens. Because of delays in delivery, initial work to install windows were not started until late March. On April 12 we tried installing screens on windows that were in place only to find that they were very loose fitting. We sent an e mail to Milgard about this issue. In that time, we have sent multiple follow up e mails on 5/13, 5/20, 5/31, 9/21, 9/29, 10/31, 11/08 in addition to phone calls directly to Milgard to have them correct the problem. To try and remedy the issue, they had Clear Solutions (based in ****, **) come over on 5/28 to take measurements to have new screens made. The owner/mgr of Clear Solutions did not take any measurements because in his opinion/experience he found that the screens will continue to come in poorly fitting. He then suggested to install turnbuckles to hold the screens on, although we did not want this option, it seemed as it would be the only solution. We questioned if by installing these turnbuckles that the warranty on the windows would be voided by doing so, we have yet to get a response. Clear solutions came back on 8/9/22 to install turnbuckles, but only dropped off the materials since Milgard would not pay them to do the installation. Needless to say, we still have tape holding the screens on so that bugs don't get in and they don't fall off. Of the 21 total screens, only 2 fit well enough where tape is not needed.

  Business Response

  Date: 11/18/2022

  Sorry to hear about the challenges that you've had receiving warranty service. I looked up your service case, and it appears that there's an active conversation with the team regarding resolution, and they are reaching out to your Milgard Dealer to try and move that along. Here's the last email correspondence that I see from two days ago in case you didn't see it. I know sometimes emails land in the junk folder inadvertently. 

  Request: Case#********
  Hi ***** ,
  I apologize and understand your frustration. I am just getting to reach back out do to volume of emails we get.
  I will need to touch base with Clear Solutions. If the screens are not correct size. We can order a little larger if the window calls for it.
  
  Let me touch bases and will give you a call after I get to talk to them.
  
  Thank you,
  ******

  Customer Answer

  Date: 11/30/2022

  This is a follow up response that our case has been resolved.  Milgard set up an appointment for their qualified representative, Clear Solutions for this past Tuesday, November 22.  Instead of doing an on site assessment, Clear Solutions contacted us via phone to let us know that we basically have only 2 options: 1 - have Milgard continue to send replacement screens (that will be poorly fitting from his past experience) or 2 - install the turnbuckles (on our own) to hold the screens we currently have that are being held in place with tape. 
     With these being the ************ to correct the issue, we have decided to install the turnbuckles but are awaiting a response from Milgard that will verify that the warranty will not be voided by doing so. Clear Solutions claims that it should not void the warranty but they are not the ones backing the warranty and we would like something in writing to protect us.
     We would be okay to consider this case closed but we would like Milgard to take responsibility and notify future customers that their screens are poorly fitting and that turnbuckles may be required to keep them on.
     Would there be any options for us to have some of our payment refunded due to not receiving what we expected and paid for? Or is that beyond the scope of what help you can provide?
  
  Thank you for all your help.
  *****
  

  
  

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18414188
  
  I am rejecting this response because:

  If you could reopen the complaint and help us get a confirmation on the warranty issue that would be great since weve had no luck getting a response from Milgard. Once they confirm in writing that there are no issues with honoring the warranty when we install the turnbuckles then we are ok with closing our complaint.

   

  In regards to our suggestion of having Milgard put a note for future customers that poorly fitting screens are likely when purchasing their windows, where does that stand?  Again, thank you for your help.

   

  *****

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

  Business Response

  Date: 01/04/2023

  Hello,

  I've asked our customer service team leadership to reach out to you directly to discuss any impact to warranty coverage with the proposed solution. 

  Thank you,

  Customer Answer

  Date: 01/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will await their phone call to discuss their reply regarding if they will honor their warranty based on their suggestion to correct poorly fitting screens.  Depending on their response, we will then give a satisfactory/unsatisfactory rating and decide if this complaint can be closed.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/14/2022

  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.

  Case no. ********: A Milgard technician came to our residence on August 8, 2022, and refused to honor the company's lifetime warranty on two windows with sagging horizontal cross pieces because we had external solar screens installed over them, and he claimed heat built up under the screens and caused the windows to fail because the installers didn't put spacers between the solar screen frames and house wall. We now also have several windows with condensation between the panes that have had solar screens installed over them, and we believe it's likely Milgard will refuse to honor the warranty for these as well. We had the solar screens installed at the recommendation of our electric utility (******* **************** I've spoken to two reputable local window repair companies who told me the Milgard technician's claim is untrue and the issue pertains to having tinted film installed on the inside of double-paned windows, and Milgard's lifetime warranty posted at https://www.milgard.com/sites/default/files/u/u57666/211110_full_lifetime_warranty.pdf explicitly excludes warranty coverage on damage caused by "tints, films, sealant, caulk, or paint finishes" and says nothing of solar screens. We are asking that Milgard honor its lifetime warranty and replace the two windows associated with the aforementioned case number, and also replace the newly discovered windows with condensation between their panes that have had solar screen installed over them.

  Business Response

  Date: 11/18/2022

  Hello,

  Our customer service team has contacted ****************** and left a voice message explaining in detail how solar screens can create heat and if the window cannot breath it will cause the framing to warp. This is not a manufacturing defect and would not be covered by the warranty. If you have additional questions, or want to discuss further, they left a call-back phone number. 

  Thank you,

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18399558
  
  I am rejecting this response because:  Neither Milgard's warranty document nor its website indicate that the use of solar screens will void the warranty.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/30/2022

  Hello,

  I can certainly understand your frustration. Window coverings are listed as not covered by the warranty in the "Excluded Conditions" section. All warranty documents and details can be found at Milgard.com/warranty. 

  Customer Answer

  Date: 12/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although this resolution is not satisfactory to me I will nonetheless accept it.
  
  Sincerely,
  
  ***************************