Business Profile

Window Glass

Milgard Windows and Doors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Window Glass.

Complaints

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

Customer Complaints Summary

159 total complaints in the last 3 years.
49 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.

Initial Complaint
Date:11/08/2022
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.
I had a problem with a Milgard window that was installed in my house that started to show a crack at the corner and filed a warranty claim with Milgard about it, and didn't hear back from them for a month. Eventually I ended up calling them and finally got someone on the phone. The entire conversation I had with them was the company trying to get out of paying for a warranty claim by claiming a window that's been installed for a year somehow was damaged in transit. The warranty itself says the window is covered for:"fiberglass frames: 10 years for excessive peeling, checking, cracking, chalking, fading, or color change."When they couldn't claim it was damage in transit, they claimed it was a "non-manufacturing defect" and ****** at Milgard was denying my warranty claim. So, now I'd have to go buy another window entirely if I wanted to get this fixed.The warranty clearly spells out that cracking is covered for 10 years and there's zero reason they should be able to deny the claim.
Business Response
Date: 11/16/2022
Hello,
Our customer service team was able to resolve this concern with ********************. Replacement panes will be delivered to the residence.
Initial Complaint
Date:10/31/2022
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.
Had a Milgard Horizontal Slider (Right to Left) window installed in my office (V337).The right side of the horizontal slider glass spontaneously broke.Milgard is refusing to honor their lifetime warranty.
Business Response
Date: 11/01/2022
I would be happy to look into this for you. Could you provide me with your service case number, or the property address so that I can research?
Customer Answer
Date: 11/01/2022

Better Business Bureau:

I have reviewed the response made by the business (Milgard) in reference to complaint ID ********, and find that this first step in resolving my complaint is satisfactory to me.
Attached is email thread showing Service Request Case Number(s) as well as a picture of the Service Order Coding stamped in the side window frame.

Sincerely,

***************
12650 *******************
***********, ** 90066
Customer Answer
Date: 11/04/2022
THE WINDOW WAS DEFECTIVE - THE ***** SPONTANEOUSLY BROKE. THE WINDOW TECHNICIAN ATTRIBUTED THIS TO POOR WORKMANSHIP AND LACK OF PROPERLY SEALING THE ***** EDGES WITHIN THE FRAME. I WILL NOT CLOSE OUT THIS COMPLAINT UNTIL MILGARD REPLACES THEIR DEFECTIVE WINDOW. TAKE ACCOUNTABILITY FOR POOR WORKMANSHIP AND STAND BEHIND YOUR LIFETIME WARRANTY!
Business Response
Date: 11/11/2022
Hello Ms. ******************** can understand your frustration. Our records do show that your product is covered by the **** Full Lifetime Warranty when you purchased. That Warranty is attached here for your records, and can also be found on our website. As you'll see, the warranty does state clearly that glass breakage is not included.
Thank you,
Customer Answer
Date: 11/14/2022

Complaint: 18339839

We are rejecting this response because:
The Milgard window materials and workmanship were defective.
The Glass Technician we hired - at our expense - to inspect this window stated the window was defective in that the sealing material applied to the four window glass seam surfaces was not applied uniformly and in sufficient thickness. This allowed heat (warmth) and moisture (cold) changes within the panes of the window which then over time caused the window to spontaneously to crack.
The Glass Technician also stated that he has seem this many times in Milgard windows.
Milgard Manufacturing, **** (Milgard) guarantees it will repair or replace any Milgard window which is defective in materials or workmanship and will pay the costs of all parts and labor.
If this is quickly remedied by Milgard we will file a lawsuit.
Milgard needs to stand behind their materials and quality of workmanship. Milgard needs to do the right thing and do it - NOW.
We will not let this go!
We will not pay to cover Milgard's sub-standard workmanship. Are you not capable of doing "the right thing"?
Let us know if you would prefer that we file all kinds of negative reviews on social media (Yelp, etc.) as well as take you to small claims court.

Sincerely,

***************
Business Response
Date: 11/29/2022
Our previous response stands - the customer's warranty from **** was provided for their reference.
Customer Answer
Date: 12/04/2022

Complaint: 18339839

We are rejecting this response because:
Milgard offered a Lifetime Warranty for this window at the time of purchase. Attached is the documentation.
The fact that Milgard years later chose to limit their Warranty policy does not apply to our **** purchase. Why did Milgard later chose to limit their Warranty? Apparently, because it was a known fact that there was a defective workmanship issue.

Sincerely,

***************
Initial Complaint
Date:10/31/2022
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.
- House built in 2006. Ww bought in 2007, We are original owners - Warranty guarantees repair or replacement of windows defective in manufacturing or workmanship - No one has responded to online form which was submitted on Oct 18 **** - No claim number or tracking number provided on online form - Phone number on corporate website is for office in ********* ************. AVR never gives the caller an opportunity to talk to a human - I made two calls to Milgard installers located near ************* said they would call back and never did. The other referred me to the corporate website Milgard.com, - Supporting documents are attached
Business Response
Date: 10/31/2022
Please provide your service case number from **** so that we can look into this issue for you!
Customer Answer
Date: 11/16/2022
your reply and the business reply state that I need to provide case number from original complaint in 2002. I did not make any complaint in 2002. I did not own house until 2007. My complaint was on Oct 24 2022.

Please reopen the complaint.

Thank you,
***********************

Business Response
Date: 11/16/2022
Sorry for the confusion. Here is the summary that we were provided of the issue,which references a form completed on Oct 18 ****:

Customers Statement of the Problem:
- House built in 2006. Ww bought in 2007, We are original owners -Warranty guarantees repair or replacement of windows defective in manufacturing or workmanship - No one has responded to online form which was submitted on Oct 18 **** - No claim number or tracking number provided on online form - Phone number on corporate website is for office in ********* ************. AVR never gives the caller an opportunity to talk to a human - I made two calls to Milgard installers located near ************ said they would call back and never did. The other referred me to the corporate website Milgard.com, - Supporting documents are attached

I do not see a service case in our system based on the information youve provided. I would recommend calling our customer service team at **************************** to initiate a service case.
Initial Complaint
Date:10/21/2022
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 7 brand new large vinyl casement windows from Milgard this year. I had 4 done earlier in the year, then had 3 more done in the spring. I had a license contractor do the work. Information on contractor available on request. 2 of the upstairs windows have never really worked well so they have come out to repair 3 or 4 times, and they are still scheduled for another repair date. However, that is not the problem. I was told by the repair technician that the windows should not left open. They need to be closed every day about 8 hours, or risk voiding the warrantee. I looked up the warrantee and nothing is stated about keep the windows closed, which I think in completely unreasonable. No one makes sure their windows are close for a certain amount of time every day! There are instructions on some the the windows: Dont hang things on the windows, dont tint the windows, and close in 20mph windsperfectly reasonable conditions. I asked the contractor, he said he had never heard of making sure windows are close every day. During spring and fall my windows are open quite often, its unrealistic and unreasonable to close every day. I think these shouldnt even be sold if you cant keep them open, at the very least there should be a huge warning when ordering the windows. I have a house full of windows that can only be open part time and Im pretty upset about it. I see below desired resolution, I want to be made whole. I want new windows I can open as long as I want or I want a complete refund, including the contractor. Im going to have to pay to install again. Im not going to upload documents at this time. Im not sure what you might need. If you call their help line they will freely tell you these windows cant be left open. It is completely irresponsible of Milgard to sell these windows. Windows that have to be close every single day or they will sag. And they will, I left 1 open for a couple of days and couldnt close it at all.
Business Response
Date: 11/01/2022
My apologies for the delayed response. Following conversations last week, the service appointment is scheduled on 12/9 and our team believes the issues will be resolved following that appointment. Thank you.
Customer Answer
Date: 11/01/2022
Milgard representative is being completely disingenuous! Its absolutely unbelievable that is their response after we talked last week. Now I feel like I am going to get the run around. The fix in December is to fix the window panel that was not square when manufactured. This problem has been present since the windows were installed. This appointment will not address the problem of not being able to open my windows. In my complaint I never mentioned how many times Ive had Milgard here to fix these windows and they are still not working properly. My complaint is Milgard expects me to keep my windows closed! READ THE FIRST COMPLAINT AND ADDRESS THIS COMPLAINT. I am not going to repeat myself. Now I dont trust Milgard cause their rep already lied! He even told me on the phone it is not reasonable to keep my windows closed at least 8 hours a day. That is what I was told, to keep my windows close at least 8 hours a day or they will warp. No one makes sure their windows are closed every day when the weather is nice. More importantly this information was never told to me when I bought the windows, nor is it in the warranty. There are warnings on the window frames concerning wind, and hanging things on the windows but nothing about closing them every day.

Milgard should respond in good faith on this complaint. This is not fair and completely unreasonable.
Complaint: 18294762

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 11/07/2022
Hello,
I apologize that there's no additional information to provide at this time. Our customer service team has noted that all concerns in the service case can be addressed at the appointment. If there are additional concerns not noted in your existing service case, please discuss those with the technician during the appointment or submit another service case so that they can be evaluated and addressed.
Customer Answer
Date: 11/16/2022

Complaint: 18294762

I am rejecting this response because:
There has been no discussion between me and the company on why I cant open my windows. Again THE TECHNICIAN IS COMING TO FIX DEFECTIVE WINDOWS NOT ADDRESS MY INABILITY TO OPEN THE WINDOWS. If the technician is coming to make it so I can keep my windows open more than a few hours in a day they need to make a work order for that. Milgard is being completely disingenuous and using the appointment to make me look unreasonable. For the third time, I CANNOT KEEP MY WINDOWS OPEN. MILGARD HAS TOLD ME THEY NEED TO BE CLOSED 8 HOURS EVERY DAY OR LOSE MY WARRANTY. THIS IS NOT REASONABLE! Im so tired of getting the run around. Address this issue or be another company that screws its customers.

I could not enclose a copy of the full service order because it contained personal information, however you can see from my image that they are coming to service 2 windows. If they were coming to fix the problem I have the service would say 14 windows, because none of them can be opened for more than 16 hours at a time. No one can this this is reasonable. No one buys windows where they have to set a timer to close. When the weather is great most people leave their windows open until its no longer open window weather.

Sincerely,

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

Business Response
Date: 11/29/2022
Our customer service team spoke with **************** on Monday, November 28th, 2022 and reviewed with her in detail how Milgard would repair her windows to address her concerns. **************** confirmed that she is now confident in our process. The repair work will be completed soon, and this matter should be resolved to her satisfaction. Thank you!
Customer Answer
Date: 12/08/2022

I am sorry, I cannot close this until the work is done

Complaint: 18294762

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 01/05/2023
We understand the homeowner's desire to keep the BBB case open until the work is complete. There is no further information that we can provide at this time.
Customer Answer
Date: 01/18/2023
I am very sorry I missed the email. Thank you for opportunity to reopen the case. Milgard came out and reframed all the windows. I left them closed for a few weeks to be sure they would dry. I went to open and test them and we have 2 windows that wont close. 1 upstairs and 1 downstairs. I will include video. You have to open the adjacent window to close both the windows. I really hate these windows.
Business Response
Date: 01/26/2023
I'm so sorry to hear about this. The service records that I can see show that the work was completed in December, and there is not an open/pending issue. Can you provide me some additional information about who you may have spoken with to express concern about the service so that I can track that information down?
Customer Answer
Date: 01/30/2023
So you dont have the file of all the previous complaints? Maybe you should track that information down before responding to the complaint. Your company has been out at least a half dozen times or more to fix these windows and I still dont have windows that I cant open. I do believe there was a video in my last response of one of the windows not closing. I had to take the screen off the window next to it to close itagain.

Complaint: 18294762

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 02/02/2023
I am sorry, the windows will indeed open but you have to go outside to close them. Since windows have 2 functions, open and close, if one doesnt work, the windows are broken. That is why I said I cant open themcause I have to go outside to close them. Brand new windows and now a year later and countless times Milgard has been here to fix them I still cant use all of them. I sent a video, I dont know if it is still in the history.

Business Response
Date: 02/07/2023
Thank you for providing additional information. Have you contacted the service team since the work was completed in December? My apologies, but I cannot see a record of anything since that time. They may need to re-open your service case or start a new one for you depending on what is assessed.
Customer Answer
Date: 02/09/2023
Ok, so I opened yet another service request. How many times do you think Milgard has to come out before I have operational windows? These are substandard low quality windows, I could have went to Lowes and done better.
Complaint: 18294762

I am rejecting this response because:

Sincerely,

*************************
Business Response
Date: 02/15/2023
Thank you for confirming that a service case has been opened. Please let me know if there's any additional information I can provide at this time.
Thank you,
Customer Answer
Date: 02/17/2023

Complaint: 18294762

I am rejecting this response because:

Sincerely,

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

how about actually scheduling the appointment. I sent in the request more than a week ago
Initial Complaint
Date:10/12/2022
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.
I have been having issues with Milgard since 2018. Windows were purchased back in 2015 and three years later the double pane windows started to fail. I called Milgard regarding warranty service and it took months to have anyone come out. Since then I have had multiple windows fail and trying to get it replaced was a nightmare. Although a tech came to inspect and take measurements of the windows the wrong pane gets shipped and they constantly have to resend and reschedule.The latest incident started from a call back in October of 2021 regarding a warranty claim ********. Service tech came out in February to inspect and take measurements of the affected windows. There was a total of 13 windows that needed to be replaced. I have been contacted by Milgard via email saying that they scheduled me for 6/16/2022 to have the windows replaced.On June 16th (Thursday), I took off of work to meet the service tech but no one showed up. I called Milgard regarding the missed appointment and they said that they did not show up because all the windows were not in. I was very appalled being that I had taken off of work to have this taken care of. When speaking with Milgard they said that they would address the issue and reschedule when all the windows are in. I was rescheduled for 10/4/2022 and currently on vacation at that time however understanding how Milgard operates (extremely long appointment schedule) I did not want to reschedule for another date. I left my family from my vacation hotel to drive home that day which took almost an hour to meet the service tech just to find out that they did not have all the panes again. I immediately called Milgard to express my anger and frustration and requested to have ***** call me back. After waiting a whole day I did not receive a call back.I called the next day with the same results (no call back).This is now 1 week later and I am having to call from my end to find out what is going on.Very very very poor service
Business Response
Date: 10/19/2022
Our customer service team has advised that glass is being air freighted to the island now, and service dates/times are being proposed for project completion. Sincere apologies for the delays you've experienced!
Customer Answer
Date: 10/22/2022

Complaint: 18205594

I can not accept any response until the job is completed. I have been burned from you folks too many times to go on your word. Until the job is completed the case shall remain open.

Sincerely,

*************************
Business Response
Date: 10/28/2022
The Milgard **************** team has been in touch with Mr. ***** as recently as Oct. 25th regarding this service claim and the status. The glass is being air freighted to the island, as previously reported. I do not have anything further to share at this time.
Initial Complaint
Date:10/11/2022
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.
I filed a warranty service request with Milgard about 11 months ago to have one of my windows replaced under the lifetime warranty they offered for purchasing their product years ago. Soon it will be a year that I have been waiting for this window, I have been cancelled six times, latest one was today after being assured, again, by a supervisor just last week that it was all in order for a installation on Wednesday. Does it look like a reasonable wait for one window to be replaced? I have lost track of all the supervisors and managers I have talked to thru this past year and no one seem to be able to live up to the promise of a lifetime warranty on the product, and that was the reason I purchased all my windows and doors from Milgard. Their after market director *************************, doesnt pick up calls. I have left her several messages and never got a call back. In the past, for many years, they have come and serviced my windows and doors without a problem, I am at a loss to what to do to get this resolved before winter comes again. I am really tired of being lied to and deceived by their customer support. Can you help? I need that window replaced. Thank you. ************************* ************** Milgard Case number ********
Business Response
Date: 10/14/2022
My apologies for the delays and frustration you've experienced. After reviewing your service case number provided, I can see that our **************** team was in touch at 8 am on Oct. 11th to get your service rescheduled.
Customer Answer
Date: 10/14/2022

Complaint: 18195326

I am rejecting this response because:no date has been set up for new installation. Still waiting for a definitive appointment and a real result to my problem. Please double check if the window is done and ready for delivery/installation asap. I would very much appreciate a follow up reply. Thank you.

Sincerely,

*************************
Business Response
Date: 10/20/2022
Our customer service team has spoken with **************** several times, including earlier today. The service is on the schedule for November 16, 2022. If replacement product(s) become available sooner, **************** will be contacted and offered a different date as an option.
Customer Answer
Date: 10/26/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. One point I need to make very clear is that I have been the one calling everytime to try to get a follow thru on my replacement, not your customer service! If not for that I dont know if this next appointment would happen, not sure yet if it will since I have been cancelled six times on the date of each appointment. This November will be a year since I first got in touch with your warranty department, totally unacceptable what I went thru so far, a real disappointment! If I do get my window on the said date I will find this resolution satisfactory to me.

Sincerely,

*************************
Customer Answer
Date: 11/18/2022
I filled a complaint (#********) last month, 10/11/22, with BBB and the company promised to have my window installed by November 16, 2022 and again they failed to deliver the window I have been waiting for them to install for a full one year! This is the seventh time they cancelled the delivery on the day of the installation. Extremely upset and disappointed with the company and their customer service. How can one trust their promises when they constantly show no regards to their customer and the warranty given when the product was purchased? Please, live up to your words!
Business Response
Date: 11/18/2022
I can understand your frustration here. Our records show that the customer service team has been in touch as recently as today, November 18th, to update you on the status of the order. They do have a priority listed here, and the most current status is that they're waiting for the product before they set a new date. I don't have any further updates to provide than what they've already told you. So sorry for the difficulty getting this complete.
Customer Answer
Date: 11/21/2022
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. Will wait for your business to install by Dec 24. Please make it happen, has been a year already. Thanks

Sincerely,

*************************
Customer Answer
Date: 12/13/2022
Milgard did not follow thru and had my window installed. On the 23rd will be 13 months of empty promises, lies and cancellations. The case manager informed me yesterday that no date can be set for when it will happen. How can they be in the business of providing windows for the public and not be able to deliver one window in 13 months? Can anything be done for it to finally happen? Thanks

Business Response
Date: 01/09/2023
Our customer service team has recently been in touch with **************** and my understanding is that as soon as the product becomes available the service will be scheduled.
Customer Answer
Date: 01/12/2023

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:10/07/2022
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.
My contractor placed an order for patio doors on 5/5/22 through *********** and Milgard at that time provided an estimated delivery of 7/20/2022. It is now 10/7/2022, and Milgard has failed to provide the doors and now provides an estimated delivery date of 10/31/2022. Milgard refuses to explain the delivery, provide a firm date of delivery, or refund our money. They clearly misled our contractor concerning when they could provide the doors, so that we would rely on this information so that they could collect our funds without actually filling a timely order. As a result we have suffered financial harm (we are paying interest on credit for doors we do not have), and our project is delayed. We relied on Milgard's estimate when we decided to pull up our old flooring, and we cannot replace the flooring until the doors are in. My children, including a special needs child with cerebral palsy, are therefore walking on unfinished floors. Milgard refuses to provide any further information or a refund. I want the doors delivered immediately or an immediate refund. They can also compensate me for the accumulated interest on a product they clearly have no intention of delivering. I suspect they are perpetuating these frauds systemically and anticipate contacting the ********** of ******** Affairs to ask for an investigation if my concerns are not immediately addressed to my complete satisfaction.Regards,************************* ***** The order information is below:Order Date 05/05/22 02:50PM ****************** Services Customer Invoice No. ******************************************* P.O. #******** Estimated Delivery Date 07/20/2022 SKU ************ - Milgard Thermally Improved Aluminum Door / Quad Sliding Door Aluminum Oxxol{#1} - $1,856.34 SKU ************ - Milgard Thermally Improved Aluminum Door / Quad Sliding Door Aluminum Oxxol{#1} - $2,261.40 SKU ************ - Milgard Jobsite Delivery Charge - $100 Merchandise Total - $4,217.74 Debit Total w/TAX - $4,613.15
Business Response
Date: 10/14/2022
******************** - So sorry to hear about the troubles you've had with your order. I can see that you've recently been in touch with our ************* team via email, and follow-up for Oct. 20th was discussed. The most updated communication that I can see is attached here for reference.
Customer Answer
Date: 10/31/2022

Complaint: 18182115

I am rejecting this response because:

Hello,

The business told me that I would receive an update yesterday, and the doors today. However, neither the update nor the doors have been provided. Please re-open this complaint (18182115) because the business has again failed to meet its commitments.

Thank you,
****

Sincerely,

*************************
Business Response
Date: 11/10/2022
Our records show that this order was delivered on Oct. 31, 2022 at 10:56 am. I have attached the order delivery confirmation slip for reference.
Initial Complaint
Date:10/04/2022
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 just moved into our home, the house was built in 2020. Milgard stated that our windows came with a warranty which should cover the damages we just incurred. The outside pane to our kitchen window shattered. We setup a case on sept 20th, called multiple times without Milgard calling us back. Finally after 2 hours of waiting on hold today, I was able to get in touch with someone who told me only the aluminum frame of our window is covered under warranty but not the glass and they would not replace the window despite the warranty stating otherwise. What window company doesnt have a warranty on the entire window?!?! Absolutely insane - we would like this to be made right. Feels like fraud to be honest
Business Response
Date: 10/14/2022
Sorry to hear about your frustration. The details of our product warranties are posted at milgard.com/warranty and clearly state which products have glass breakage included. Unfortunately, our aluminum products do not.
Initial Complaint
Date:09/24/2022
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.
Bought house that previously had Milgard windows installed (which have a lifetime warrantee) and 11 years later window seals broke and are now cloudy. Reported to claim warrantee, and since we were not original purchaser of the windows, they are not covered. Milgard will not stand behind product, and listing it as a lifetime warrantee is false marketing. Also when I contacted Milgard the customer service representative would not let me talk, and when I got irritated she got offended and hung up on me. Very unprofessional, and false advertising with their lifetime warrantee
Business Response
Date: 09/27/2022
Hello *******

We are so sorry to hear of the frustration. The Milgard warranty is for the original purchaser. Unfortunately the transformable warranty has expired.You can reach out to *************** or Lace Glass for service or any other windows glass service you can locate.
Thank you
Milgard Windows and Doors
Initial Complaint
Date:09/17/2022
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.
On March 25th, 2022, I entered into a contract with ***********************, **** an authorized dealer of Milgard *********************************************** in ********, ** to purchase three windows and three sliding doors, at a cost of $12K, with $6K paid at contract signing and $6K at delivery. Prior to signing the contract, I was told that it would take 14 weeks to receive my windows and doors and install them. That would have taken us to the beginning of July, 2022, except that I was subsequently told by Heritage that they would not be installed until 13 weeks later, on September 30th, 2022. Yesterday I was notified that they will not be installed until November 18th, 2022, which equates to 34 weeks from contract signing! The reason I was given was that Milgard pushed out the date again. I was told, "This is due to the over capacity of orders that they have. Also they just don't have enough employees on their assembly lines for the amount of orders that they have coming in." I am retired, and this home is rental income for me. I have already lost thousands of dollars in lost rent due to being duped by Heritage prior to signing the contract and because I was advised that the sliding doors need to be installed before having new flooring put in, and I'm continuing to lose more money due to Milgard's incompetence/greed relative to how the business is managed. If the windows and doors are installed on November 18th, the process will have taken 8 months to complete! Further, I am now forced to go ahead and install the flooring prior to the sliding doors in an effort to expedite the process, even though I do not know if the outcome will be okay. Customers should not be punished because of unscrupulous business practices!
Business Response
Date: 09/27/2022
Hello **********;

Thank you so much for bringing this matter to our attention. We are so sorry to hear of the delays and can certainly understand how frustrating they can be. We've notified our sales rep that supports *********************** so they can investigate your order and help expedite a solution. They will be contacting you directly to work towards a timely resolution.

Thank you
Milgard Windows and Doors
Customer Answer
Date: 10/03/2022

Complaint: 18038738

Not a rejection of Milgard's response.
Installation has now been accelerated to October 12 (from November 18), so I am just making sure that the installation occurs as promised before closing the complaint.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Milgard Windows and Doors is NOT a BBB Accredited Business.