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, Inc.

  120 E Corporate Pl Ste 10 Chandler, AZ 85225-1060

• 

  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:09/14/2022

  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 purchased new construction residential property in *************, ** about 5 years ago. The builder installed over 50 Milgard windows and doors at the property. One of the windows shuttered for unknown reason on June 2022. After numerous calls and spending hours on hold I reached Milgard representative who informed me that the product installed at my house is not covered by their warranty. While the root problem of the breakage is not identified and may still be due to poor craftsmanship, I requested from Milgard to send me their *************** technician to fix the glass and offered to pay for parts and labor. Milgard referred me to their local dealer (***********************). After spending more time on the phone with ***************, the dealer told me that they don't do glass repairs and sent me back to Milgard. This runaround has to stop!! I need for Milgard to send their repair person to fix their product. I will pay for parts and labor. I am concerned that with upcoming rain season the water will enter through the broken window and will cause serious damage to my property.

  Business Response

  Date: 09/21/2022

  Hello ******

  
  We are so sorry to hear of the frustration with your window. We can certainly understand how frustrating this can be. Unfortunately, your window does not have Glass Breakage Warranty coverage. Our service team only performs warranty related repairs and we do not offer paid repair services. Your best option is to find a local window repair company to replace the glass or replace with a new window.

   

  Thank you

  Milgard Windows & Doors

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18026237
  
  I am rejecting this response because:
  

  Issue 1. The company reached a conclusion without doing any physical inspection of the window. The company concluded that the breakage of the window was not due to poor manufacturing just by looking at pictures. I received multiple explanations from different representatives from the company and none of them was convincing. 

  Issue 2. The company manufactured 50 window products installed at my house. Even if the product is no longer covered by manufacturer's warranty, the company is responsible to provide post-warranty service through authorized factory trained technicians. It is no different than auto, appliance, or electronics. The suggestion that after spending tens of thousands of dollars on the product I am on my own to find someone handy who can "replace a glass or a window" is reticules! 

  I am not disputing the cost of the repairs. If the factory trained technician concludes that the product broke by reason other than manufacturing defect, I will pay for parts and labor to fix the window. I am urging the company to service the window before rainy season. I first reported the issue on June 27, 2022 it is now September 22!

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

• Initial Complaint

  Date:09/09/2022

  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 July 2nd 2022, I reached out to Milgard Windows and doors and submitted a warranty claim. One of the widows installed by Milgard was broken and needed glass replacement. They provided a confirmation of the claim request with Case# ******** and scheduled an appointment for 8/11/2022 7:00 AM - 4:00PM PST. On Aug 2nd 2022, Milgard contacted us and indicated that they need to reschedule for 9/9/2022 7:00 AM-{4:00PM PST}.On Sep 7th 2022, Milgard emailed us indicating to prepare for the appointment on Appointment Date:9/9/2022 Appointment Time:7:45 AM - 9:45 AM MST On Sep 7th 2022 at ****am, Milgard called us and indicated that they shipped the glass to an unknown location and they will be researching for its location and contact us for an appointment the following week. On Sep 7th 2022 at ****am, Milgard called us and indicated that it will be more difficult to locate the glass and they will request the production of a new glass and set up an appointment for 10/10/2022

  Business Response

  Date: 09/12/2022

  Hello ******,

  We are so sorry to hear of the delays with your warranty case and can certainly understand the frustration. You are confirmed for the scheduled appointment on 10/10 and nothing additional is needed at this time.

  
  Thank you

  Milgard Windows and Doors

• Initial Complaint

  Date:08/25/2022

  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.

  After reviewing Milgards warranty online, I filed a warranty claim to replace 18 panes of glass where the seals failed and three windows with operation issues. After two weeks, I contacted Milgard to get a status and was told their lifetime warranty doesn't apply. I was told I have a "different" series window covered by a different warranty which is no longer valid. I reviewed their Full Lifetime warranty that states all Milgard windows, doors, or skylights are covered Products. We purchased the home in June 2022, which according to Milgard is one month before their 10-year warranty transfer exception ran out. I was advised that I would have to pay out of pocket to repair the windows.

  Business Response

  Date: 08/26/2022

  Hello *******,

   

  Thank you for reaching out regarding your warranty coverage. Product warranty may differ based on product type and date of purchase. We always recommend locating your specific warranty and reading and understanding your warranty in full. The windows installed at your property are from the Milgard Simplicity product line which carries a different warranty, which you can find at the link below.

  https://www.milgard.com/sites/default/files/simp-0613_simplicity-warranty.pdf 

   

  Thank you

  Milgard Windows and Doors

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17775821
  
  I am rejecting this response because:Warranty information available online is misleading. There is no way for a homeowner to know what warranty applies to who. The windows do not indicate a series name to confirm what series they are. Their standard warranty does not indicate what series are included or excluded and only refers to All windows as covered Products.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/16/2022

  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.

  We ordered 3 custom patio doors from ********** on January 29, 2021. ********** recommended Milgard since they were locally owned (we have since found out that they moved) and they had the exterior color that we needed in order to adhere to HOA rules. The doors were delivered and installed on April 28, 2021 and for the next 6 months we dealt with Milgard representatives due to poor quality of the doors (paint chipping, locks not working, dents, scratches, etc). On September 10, 2021 Milgard agreed to exchange the doors for an upgraded door that they promised would be better (ie paint wont chip, and generally a better product). The doors were delivered on October 6, 2021, however without Screens! We continued to deal with Milgard for the next 10 months trying to get 1- the screens delivered and 2- once delivered to work properly. We are now 19 months after our initial order and still cannot enjoy our $11,500.00 custom doors since the screens do not work to keep bugs out! In spite of many follow *** to Milgard by phone and email, they have chosen not to honor their warranty and have been completely ignoring all of my follow up requests. I would like to be refunded all monies paid so that we can order better doors from a more reputable company that will honor their warranty! I have lost all faith in Milgard's ability to provide satisfaction to the customer and do not want to have to deal with them in future!If you please refer to my attachment which is a synopsis of what has transpired in the last 19 months.

  Business Response

  Date: 08/26/2022

  Hello *****

  Thank you for bringing this issue to our attention. Our service management team has confirmed that we will be making new screens built to spec. They will be in contact with you regarding expected timeline for the new product to be delivered.

   

  Thank you

  Milgard Windows and Doors

• Initial Complaint

  Date:08/15/2022

  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.

  Our home was built in 2015 and we are the original owners. Several of our Milgard windows have something forming inside between the inner and outer glass. My wife has been leading messages at Milgards warranty number and cannot get a call back.Thanks, D***

  Business Response

  Date: 08/17/2022

  Hello ****

  We hate that you had this issue and apologize for your experience. Unfortunately, defects in materials or workmanship can happen, but we stand behind our products. To request warranty service, please call 1-800-MILGARD (645-4273) or submit a service request online here: https://www.milgard.com/form/service-request  

  Thanks

  Milgard Windows and Doors

• Initial Complaint

  Date:08/14/2022

  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 6-9-2020 paid full for 20 windows. Windows delivered had missing paint for the bronze windows, the bronze finish came at a extra cost ,windows also had numerous scratches on the inside and out side of the windows fingerprints on the inside and visible insulation between the double panes. They have replaced several pieces of glass repeatedly. We have ordered panes of glass numerous times and emailed numerous times with no response either ,made numerous calls only to get no answer. The last time we ordered was Oct 2021 for 3 windows. Nothing on the glass or the paint we feel we paid good money in full up front. Only to continue to get no response . They showed up out of the blue to say what windows need painted when they new how many windows needed paint *** told them all of the windows need paint that was 3 months ago Have made numerous phone left messages and emailed numerous times this has been going on now for 2 years and 2 months. Milguard has since disconuied the trim on new orders of windows because they know they have problems. Very very disgusted with the customer service and product . We started making calls at the bottom and went to the top even sales rep no answer.. We would like to know if this was there home how they would feel getting the run around for over 2 years.

  Business Response

  Date: 08/24/2022

  Hello

  Thank you for bringing this matter to our attention so we can resolve this right away. We are so very sorry for the frustration you've experienced. I've sent the details of your complaint to our service management team so they can work on a resolution. Someone should be reaching out to you directly very soon.

  
  Thank you

  Milgard Windows and Doors

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17715610
  
  I am rejecting this response because: *** has made 2 more calls to the Milgard warranty manager and has not got NO phone call back. Since we contacted BBB.  We have 3 more windows to be replaced before any paint can be put on the window trim.  The 3 windows were ordered last Oct and will be replaced before any paint is put on trim.  Very disappointed with Milgard will never recommend Milgard again.
  Sincerely
  
  *** & *********************************

  Business Response

  Date: 09/08/2022

  Hello

  
  Thank you for bringing this to our attention. Our technicians confirmed that there are no manufacturing defects in the glass regarding scratches. Our service management team has agreed to paint the windows. If there is anything further needed, please reach out to our service team directly at 1-800-MILGARD.

  
  Thank you

  Milgard Windows and Doors 

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17715610
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** & *********************************

   

  **** have reached out to ****-milguard numerous times and they do not return calls .  The warrenty manager said he was ordering the 3 windows he assured *** we would have the windows ordered and installed before paint on windows . We have called the warranty manager time and time again and do not get a call back. We also asked to have a different service person as the one now has a bad attitude.  It is not our fault we have had so many issues with the windows we paid for a new product and would like to have the product with out issues this includes scratches, failing product .  We will be calling the ******** number again until we get this resolved

  Sincerely 

  *** & *********************************

  Business Response

  Date: 09/21/2022

  Hello

  
  Thank you for providing the additional detail. Our service tech confirmed that the glass in your windows is manufactured within specification and does not have any warranty defects. All of your windows have been repainted by our team. At this time, we consider your service case to be complete. We apologize for any inconvenience you have experienced.

   

  Thank you

  Milgard Windows & Doors

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 17715610
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** & *********************************

   

   

  It must be that Milguards standards are different then ours when you pay for a product.  We feel that we bought new product free from DEFECTS and feel we still have DEFECTS in 3 windows we called the  Milguard number again just like we have the last 2 plus years only to get no answer again.  As far as defects go will never recommend Milguard again .*** has been in the  building trade for over 40 plus years we have never seen a customer get treated like we have. We Will never recommend Milguard if as asked we will tell them stay clear of anything that has to do with milgard  poor quality ,very poor service get no call backs after 2 plus years.  

• Initial Complaint

  Date:08/11/2022

  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.

  Milgard has agreed to replace two windows at my house under warranty. These windows were ordered the first part of April 2022. The last 4 1/2 months I have called five times for an update. Every time I am told they have my order and they will call me when the windows are delivered to them in **********. I called today, 8/11/2022, and after some discussion I was told the case manager for my account was no longer with the company. Milgard said the case was transferred to someone else even though Milgard did not know who it was. At the end of every call I am told is that somebody is going to call somebody and then somebody is going to call me back. After 4 1/2 months I need help in getting my windows replaced. Milgard case number ********. Thank you for the help. *****************

  Business Response

  Date: 08/26/2022

  Hello ******

  We are so sorry to hear of the delay with your service case. Currently we have you scheduled for 9/16 to complete service. 

   

  Thank you

  Milgard Windows and Doors

  Customer Answer

  Date: 08/26/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/10/2022

  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.

  Pulte new home owner under 3 years in the property. Acquired 10/15/19.8/9/2022 interior large sliding door tempered glass shattered. Was told by Pulte to call original installer and they referred me to Milgard the Manufacture. Milgard informed me that it was out of warrantee, I was told by Pulte inspector all windows have a 10 year warrantee. This has happened now to others in the neighborhood. Seems like a defect in the glass.

  Business Response

  Date: 08/17/2022

  Hello *******

  
  Thank you for bringing this to our attention. We do not have an open case file for you so we will need a little more detail to help resolve this matter. Please email us at ********************************* with your order number from the window. The below video will help guide you through locating your sales order number. 
  https://www.milgard.com/video/locating-your-milgard-sales-order-number

   

  Thank you 

  Milgard Windows and Doors

• Initial Complaint

  Date:08/05/2022

  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 bought my house in 2015 and a window is malfunctioning , I understand the window has life time warranty. I reached out Milgard and they told me I am not the first owner, so no warranty, I said the first owner is the developer, he sold me the property in 2015, and they asked for a proof that the developer never lived in the house.I shared the letter from the developer, they said, oh, the purchaser gets life time warranty, the second owner only gets 10 years from the date of the window purchase not the house purchase.So basically they keep changing their message and their advertising as life time warranty is a scam, they just don't want to help me fixing the window

  Business Response

  Date: 08/16/2022

  Hello *******

  Thank you so much for bringing this to our attention. I have our service management team reviewing your case to work towards a resolution ASAP.

  
  Thank you

  Milgard Windows and Doors

• Initial Complaint

  Date:08/05/2022

  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 ordered two Milgard fiberglass sliding doors, a french door, and 11 windows for my house in 2021. When they arrived and were installed on April 22, 2022, we discovered (in addition to a couple other small manufacturing issues with other doors like flaking paint on a handle) that the locking mechanism on one of the sliders was installed with a stripped s**** and the locking mechanism was defective. The door does not lock and we live in an area where break-ins tend to occur. We initiated a warranty claim on April 22, 2022 to try and start the repair process. An automated message said we would be contacted by around 10 business days. Without hearing any response for over a month, we called on June 3rd, 2022 and had to resend the photos of the defects again, and had to still wait to schedule a repair appointment. Again, we were told we would be contacted again shortly to schedule it. Once again, didn't hear anything for a while so we contacted Milgard again on July 8th, this time finally getting someone who could make a service appointment. We received an email confirming a service appointment for August 5th 2022, however when no one showed up today, we called and learned that a "glitch in the system resulted in the appointment not ever being created and that at this time they are unable to schedule a new service appointment." At this point I just want a door that locks, but Milgard's customer service is some of the most frustrating and understaffed I've ever dealt with. I love the other products I have from Milgard, but if I knew the process for getting any warranty work done would be this impossible or incompetently run, I'd go with one of their competitors.

  Business Response

  Date: 08/17/2022

  Hello ********

  
  Thank you for your patience regarding your service case. Our team is working diligently to get you on our schedule as quickly as possible.

   

  Thank you

  Milgard Windows and Doors

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17677332
  
  I am rejecting this response because:

  This seems like hollow words. Please contact me with an actual time that a tech can be scheduled to come out and resolve the issue. Until then, this matter seems very unresolved.

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

  Business Response

  Date: 08/26/2022

  Hello

  Our team is working hard to get you on the schedule at the soonest possible date. Our team has ordered the needed product and will schedule your service date once the product has shipped or is received. 

  
  Thank you

  Milgard Windows and Doors