Business Profile

Window Glass

Milgard Windows and Doors

This business is NOT BBB Accredited.

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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.

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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:09/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In Oct 2023, Milgard Windows came to my house and ***laced a few defective windows by swapping out the window glass. Sep 6th 2024, I found the ***laced glass started to show a diagonal cracking from the bottom of the glass to the middle of the glass. I filed a case online using their portal with case #********. On Sep 19th, I called 1-800-milgard to ask for status. The warranty *** first said I need to show proof that I am the owner of the window. I said I cannot show that since the new glass was ***laced by Milgard ****************** team last year. Then the *** said I am not eligiable to have the glass ***laced. She states Milgard only guarantees their glass for a few days after install. I believe this is an act of circumventing their own life time warranty policy as the ***lacement glass directly came from Milgard. I would like BBB to step in and help to resolve this situation. I would like Milgard to take responsibility to ***lace their own ***lacement glass that is cracking. Thank you!
Business Response
Date: 09/27/2024
Hello, I pulled your case up in our system and it looks like my team needs verification that you are the original purchaser of the windows to ensure that you are under warranty. It looks like you spoke with one of our team members on the 19th and she is awaiting further information.

Best, ******* W
Customer Answer
Date: 09/28/2024

Complaint: 22312428

I am rejecting this response because:
It does not make sense!! If I am not the original owner of the glass, why would your team come to my house and replaced it last year? Of course my ownership was verified at the time when your team came and replaced my glass. Now with the glass YOU have replaced, it is nowhere I can track serial numbers since all evidence is removed. You are putting your consumer in a deliberate situation where no way for the consumer to verify ownership.
Bottom line: It's your replacement glass that needs a replacement. Due to natural cracking based on quality and not caused by external damage.
Ownership: It's catch 22 you are putting me in! All serial numbers have been removed by your service team when you ALREADY replaced my glass last year!

Sincerely,

***** ****
Customer Answer
Date: 10/08/2024
Milgard had already replaced my window glass last time. Hence there is no way to verify the replacement glass. The response from Milgard did not address any of my concerns. The request is for Milgard: replace the faulty replacement glass that was received and installed by Milgard service team who came last time.
Initial Complaint
Date:09/09/2024
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 have reached out several times since July 2023 to Milgard windows with sliding door/windows leak issues. They tell me what the leak might be by the photos, I fix what they tell me, leaks do not go away. Today I was told leaks are normal and I should contact other window companies for service when Milgard sold products backed up with lifetime warranty. Milgard windows **** keep giving me runaround and excuses instead of coming out, identifying and fixing the problem. I am frustrated and exhausted dealing with customer service agents that do not want to help. I want Milgard to fulfill their warranty obligation and fix my leaking door and windows, so I do not run around when it rains with towels soaking in rainwater. That is not normal.
Business Response
Date: 09/27/2024
Hello, I see that we are scheduled to have our team out today, 9/27, we can keep this open until we find a resolution.
Customer Answer
Date: 09/27/2024

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:09/05/2024
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.
We replaced all the windows in our home with Milgard windows upon the recommendation of our contractor and were told there was a 'lifetime' guarantee on the windows. Several window seals failed within 5 years and these were eventually replaced. Now multiple window seals have failed (about 20). I contacted Milgard in April and have complied with all their requests (pictures of the windows, location, identification numbers of each window) but still haven't received any response that the windows will be replaced, or when this would occur. Meanwhile we've discovered 6 more window seals that have failed. At this point, I don't know what to do as I'm not getting any responses or answers from Milgard.
Business Response
Date: 09/13/2024
Hello, I pulled your case in our system and see that we haven't gotten back to you in a while. I just contacted our regional service manager about this issue and requested they be in contact as soon as possible.
Customer Answer
Date: 09/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I received a call from local Milgard indicating that one person (*******) would be following my request. Apparently, previous photos I sent could not be found so I'll send them again. I hope this leads to a satisfactory closure.

Sincerely,

*************************
Initial Complaint
Date:09/03/2024
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 have Milgard windows in our home. These windows have a 10 year warranty. We have several windows that were replaced through Milgard approximately 3-4 years ago. Several of these recently replaced windows have failed. I have been reaching out to Milgard via email and phone and have provided photos that these windows have failed. Milgard is asking for serial numbers on these **********************, and as these photos have shown proof of, the serial number is impossible to read. ********************** is refusing to send a technician out to my home to assist with figuring out if these windows have been replaced within the last 10 years (which I positive they were replaced 3-4 years ago and should be covered under their warranty/quality guarantee). A resolution for me would be for Milgard to come out and fix the windows that were replaced 3-4 years ago and abide by their quality guarantee.
Business Response
Date: 09/04/2024
Hello,
I just reached out to our service team so I can get a bit more information on this case and am looking to see how we can proceed.
Best,
*******
Customer Answer
Date: 09/04/2024

Complaint: 22232669

I am rejecting this response because: there is no resolution yet. We will need to continue waiting to hear from Milgard after they look into the case.

Sincerely,

***** ****
Business Response
Date: 09/20/2024
My team has found that these windows are out of warranty and will not dispatch a technician to out of warranty products. At this time there is no further action from our side
Customer Answer
Date: 09/20/2024

Complaint: 22232669

I am rejecting this response because: these windows were replaced within the last 4 years. Their warranty is for 10 years.

Sincerely,

***** ****
Customer Answer
Date: 09/30/2024
Hello, that is what I am trying to get from Milgard but they just keep responding saying Im out of warranty. Approximately 3-4 years ago they came and replaced several windows and doors. Im trying to understand what windows and doors they replaced so I can under which ones are covered under warranty still. We cannot make out the serial numbers (as evident in the photos) so I cannot match up windows/doors with warranty and need Milgard to assist with this.
Initial Complaint
Date:08/20/2024
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 reached out to Milgard months ago about a faulty window. The lady on the phone was not helpful and said it would take weeks to get an email out with what they need. I received the email and they are asking for a serial number on teh window which the window doesnt have. I said that to the lady on the phone who said they all have them and to keep looking. The window doesnt have one. I have now sent 6 emails asking for help and ***** will reply to me to get this resolved. The windows are 5 years old and have a lifetime warranty and yet I cannot get anything resolved. The customer service has been very difficult and they are not willing to help.
Business Response
Date: 08/26/2024
Hi *****,
Can you please fill the following link out. When prompted, select no sales order number and fill out the remaining boxes. Then send the case# you receive so I can escalate your case with our service team.

Thanks,
*******
Customer Answer
Date: 08/29/2024

Complaint: 22169884

I am rejecting this response because there is no said link that ******* is referring too. Please resend the link and Im happy to do as instructed. The email I received from ******* months ago that Ive been replying to w no responses also doesnt have a link and says I must reply directly to that email even tho no one responds.

Sincerely,

***************************
Business Response
Date: 09/13/2024
Oh gosh, I'm so sorry. Here is our service link: ******************************************************

Can you please let me know what email you have been messaging and I'll happily look into that as well.
Initial Complaint
Date:08/20/2024
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 installed 5 doors and 8 windows in 2016 from Milgard. The windows were difficult to open and I had difficulty with the screens. Over the next few years I called Milgard because the screens would never open easily and some just do not open. Two constantly come off of their rails. They sent out **** to my house a few times who kept telling me that I need to be stronger for the windows ( I am someone who performs surgery on heavy patients weekly). Put WD40 and would tell me that cannot do anything about the screens or windows. 8 years later I cannot use the screens. Awful company. I do not have time to keep calling them every day.
Business Response
Date: 08/26/2024
Hello,
I reached out to our service team and requested they give you a call as soon as they can.
Best,
*******
Customer Answer
Date: 09/03/2024
I have never received a call from the ******* company.
Thank you,
*****************
Business Response
Date: 09/04/2024
Sent a follow up to our service manager to get in contact ASAP.
Best,
*******
Customer Answer
Date: 09/16/2024
I dont understand. The last message said that they wanted me to reach out to them because they failed to reach out to me the first time, but I did not have any contact information who to reach out to and they have never reached out to me. This is why Im completely confused about what I was supposed to answer. There was no response from them since they never gave me any contact information.

Please help. I clearly dont understand how to deal with them.
Thank you,

*****
Business Response
Date: 09/20/2024
It looks like we left a voicemail on the 10th, finding that your screens are out of warranty. If there are any other issues, we can look into them. If the screens are the only issue, there is no further action on our part.
Customer Answer
Date: 09/20/2024

Complaint: 22169172

I am rejecting this response because:
When it was under warranty, I had contacted you multiple times. The guy who came to my house, even said that the screen doesnt seem to fit the window. He said WD-40 is as good as he could do because theyre not going to replace the window for the screen. I know its out of warranty. You declined to fix it during that warranty time.
Sincerely,

***** ***
Initial Complaint
Date:07/22/2024
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 house was built with Milgard ********************************************* with a lifetime warranty for the original owner. Since moving in, window sashes have repeatedly failed and required replacment. On Jun 11, 2024, I filed a warranty claim on *******'s web site, case # ********, for approximately 16 newly defective sashes. Since making the claim Milgard has not responded with information aboiut replacing these defective windows. Several defective sashes do not have serial numbers so I could not report these under this warranty replacement claim.
Business Response
Date: 07/31/2024
Hello,
It looks like this case is being processed with our team. An email was sent your way on July 27 with the following questions-

"Kindly supply the following for: 3 discolored sashes do not have serial numbers. One is the other crank-out window (there are two the same), another is a fixed sash and a 3rd is operable sash.

1.How does the window operate up/down side to side cranks out?
2. What half of the window are you having the issue with moving/ non moving?
3. A room location
4. What is the issue
5. Visible glass only measure measurements ( wide and tall)

Thank you
Milgard Svc Team"
Customer Answer
Date: 07/31/2024

Complaint: 22025728

I am rejecting this response because: I had double heart bypass surgery on July 8 and now I am unable to physically climb to inspect the remaining windows. I request that Milgard send the local field inspector, the same as it did the first few warranty claims ***** years ago, to assess all the windows and gather missing measurements etc. These failing sashes are a repeating problem caused by bad manufacturing practices at Milgard. Milgard needs to step up and fix the problems, wholly at it's expense, without homeowner intervention in the repair process.

Sincerely,

***********************
Business Response
Date: 08/07/2024
I contacted our service team requesting they give you a call so we can sort this out.
Best,
******************
Customer Answer
Date: 08/15/2024
This is not resolved, and it needs to be reopened.

The last communication via BBB was that someone (the area
manager/inspector?) would contact me about inspecting the failed windows for warranty replacement.

As of today, no one from Milgard has reached out.

Please reopen this case.

Thank you.
Business Response
Date: 01/03/2025
Hello, it looks like we will have a team on site on 1/28 to get this fixed
Customer Answer
Date: 01/03/2025

Complaint: 22025728

I am rejecting this response because: it's too soon - the repairs are not completed. Ask again after the appointment date.
Sincerely,

***** ******
Initial Complaint
Date:07/19/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought a new home with brand new Milgard windows and sliding door last December. In the last 6 months, multiple issues on the windows and sliding door were noticed. Since these windows and sliding door have lifetime warranty, we contacted Milgard for warranty repair multiple times with no response. Since the sliding door won't close which raises a huge safety concern, we need get it fixed ASAP.
Business Response
Date: 08/07/2024
Hello,
I just pulled your case and saw you were in contact with *******. I have contacted him and our service manager to get in touch with you ASAP.
Best,
******* W
Customer Answer
Date: 08/13/2024

Complaint: 22016292

I am rejecting this response because: the issues haven't been fixed yet. We will accept the business response once all the issues are fixed.

Sincerely,

***** ***
Business Response
Date: 09/20/2024
I just followed up with my team to see when the other parts will arrive
Customer Answer
Date: 09/20/2024

Complaint: 22016292

I am rejecting this response because: We received the parts. But after putting the missing part in the window, the window still can't be locked.

Sincerely,

***** ***
Customer Answer
Date: 10/15/2024
We would like to leave this complaint open. The most recent response from Milgard was that they would contact the service team to fix the window which couldn't be locked. After that we didn't get any follow up about the plan to fix the window. Since the problem still exists, we would like to leave it open.

Thanks!
Wenbo
Business Response
Date: 11/04/2024
According to our internal team, this is complete based on a diy basis. If this is incorrect, please let me know what else we need to do
Customer Answer
Date: 11/04/2024

Complaint: 22016292

I am rejecting this response because: One of windows couldn't be locked due to a missing part. Milgard sent us the part. But after putting it in, the window still couldn't be latched. We suspect that the hole didn't get cut at the correct location. We need Milgard to send us a technician to recut the hole or adjust the hole location so that the window can be latched.

Sincerely,

***** ***
Initial Complaint
Date:07/16/2024
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 a complete set of windows from Milgard for our home on September 20, 2022. We began installing the windows in the spring of **************************** one window that requires the glass to be replaced. I filed a warranty repair request on May 3, 2023 to have the glass replaced. The issue is that the low-e coating was installed on the wrong side of the glass, on just one window. They did not take any action on the warranty claim until 7/6/23. Despite the fact that this was a custom window, Milgard had no record of the glass size. On 7/6/23, they sent a technician to take a template of the glass so a new piece could be made. Since that first appointment, it has been an absolute circus of incompetence. They have made several return trips over the past year, prompting me to take time out of my day to accommodate them each time, only to find that they either do not show up, or they bring out glass that was manufactured incorrectly and have to start all over again. After the 3rd attempt, I lodged a complaint with Milgard directly and requested a call back from a manager. I've filed the same complaint and request a few times and a manager never calls me back. I've made the same request through the reseller who sold me the windows and they are unable to get a response from Milgard management either. I have also requested a refund for this one window so I can have the repair done by someone competent. I haven't received any response from Milgard on this matter. It's been over a year now and they cannot seem to manage to make a 30" x 30" piece of glass right and I'm done wasting my time. We are now pursuing every available recourse to complete this repair and move on.
Business Response
Date: 07/18/2024
Hello,
I'm sorry this has been such an annoyance to you. Can you please send your Case# over and I'll happily work to get this worked out for you.
Thanks!
******************
Customer Answer
Date: 07/18/2024

Complaint: 21999193

I am rejecting this response because: it is not offering a solution. Their message is only requesting more of my time assisting them in fixing their mistakes.

Sincerely,

*********************
Customer Answer
Date: 07/26/2024
This is so ridiculous. I know for a FACT that Milgard can lookup the case number using my name and address. Their customer service representatives look it up every time I have called them. How about asking them to do their job and stop wasting my time?
Customer Answer
Date: 08/01/2024
The case number is #********
Business Response
Date: 08/07/2024
Hello,
I see that we have you on the schedule for August 22. If this does not work or if anything else is needed, please let me know.
Best,
******************
Customer Answer
Date: 08/09/2024

Complaint: 21999193

I am rejecting this response because: per my complaint, I am demanding a refund for this window. Milgard has had many opportunities to fix the window and they cannot get the job done. I want a refund so I can hire someone competent to fix this warranty issue. Read the complaint before responding.

Sincerely,

*********************
Business Response
Date: 01/03/2025
According to my team, this was complete on 10/18/2024
Customer Answer
Date: 01/03/2025

Complaint: 21999193

I am rejecting this response because: the amount of time and number of visits required to complete the repair took an unacceptable amount of time. Milgard management never called me back as requested by several messages. Milgard refused to even discuss with me the potential solution I proposed, which would have released me from the incredible mismanagement and incompetence shown on their part. All of this and more is the basis of my BBB complaint. In other words, this BBB complaint is not just about a damaged piece of glass. This BBB complaint is about gross negligence, incredible mismanagement, incompetence and complete disregard for basic communication that persisted over YEARS. The complaint should remain on Milgard's BBB record for as long as possible.

Sincerely,

**** ******
Initial Complaint
Date:07/15/2024
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.
Hi, I engaged a general contractor, Pure Builders, to remodel my kitchen / dining room and build a new master bedroom. At both of these areas (dining room and master bedroom), Pure purchased and installed Milgard French doors that opens to the backyard.Due to the heavy rains in L.A., in Feb of 2023, I noticed water leakage into my dining room coming through the Milgard doors. I contacted Pure to fix it, and they reached out to Milgard. Milgard sent a technician to fix the leakage, but they were not successful. Subsequently, in Sept. 2023, I submitted another complaint to Milgard that there's still water leakage from the doors. They sent another technician, who did not fix the leakage. In Jan 2024, I filed another complaint as the rains continued in LA and there was still water leaks from the doors, so Milgard sent another technician, but they did not fix the leaks. In March 2024, after more rains, there's more water leakage. Finally, in May 2024, Milgard sent a senior technician to look at the doors again, and he indicated that the last technician did not do a good job fixing the doors. After the May 2024 technician came, there hasn't been any rains, so I don't know if the leakage has been fixed. But I need Milgard to come and assess if the issue has been fixed.During this time, I noticed mold and water damage to my wood floors and mold in the baseboards. I engaged a mold inspector who confirmed there's mold in the walls/baseboards. Milgard has ignored my request to reimburse me for this cost. The mold and water damage to my floors was caused by the defective Milgard doors. In addition, once I called the mold inspector to inspect the mold, he also noticed additional water damage in the master bedroom. So I have defective Milgard doors at both locations. Milgard should be held liable for their defective products, and the resulting damage to my floors and mold growth.
Business Response
Date: 07/18/2024
Hello,
Can you please send your case# as well as any additional documentation so I can get this over to my service lead?
Thanks!
******************
Customer Answer
Date: 07/18/2024

Complaint: 21991756

In response to Milgard's response, the latest case number is 06423472. The other case numbers are: ********, ********, ********, ********, 06177325.
I am rejecting this response because it has not addressed any of the issues raised.

Sincerely,

*********************
Business Response
Date: 07/31/2024
Hello,
As of yesterday, our team is working to find a date to send a senior technician out to ***** your french doors per your request.
Best,
******************
Customer Answer
Date: 07/31/2024

Complaint: 21991756

I am rejecting this response because: I am still waiting on Milgard to schedule the Senior Tech to come out to my house to fix the defective doors. I submitted the request weeks ago. The mold remediation company is scheduled to come the first week of August. I need the make sure there are no more leaks once the mold remediation company clears the mold.
I also need Milgard to help pay for the cost of the mold remediation, as this issue would not have come about but for the defective Milgard doors. I am out of pocket a lot of money to inspect and fix the mold that arose due to the water leaks from the defective Milgard French doors.
Sincerely,

*********************
Business Response
Date: 08/08/2024
Hi - I've been informed that our service team will have an answer to you by tomorrow
-*******
Customer Answer
Date: 08/08/2024

Complaint: 21991756

I am rejecting this response because: This does not address my issue. It's just telling me they're going to respond. I'm still waiting for Milgard to respond.

Sincerely,

*********************
Business Response
Date: 01/03/2025
Hello, according to my team this was complete on 10/14/2024

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Milgard Windows and Doors is NOT a BBB Accredited Business.