Business Profile

Window Glass

Milgard Windows and Doors

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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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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:07/11/2024
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.
Milgard Windows is failing to honor its warranty to the original homeowner and refuses to accept responsibility for faulty windows. Milgard instead offers unrelated cosmetic fixes as a solution as they ***** their warranty responsibility and instead blame the homeowner, acts of God, and the installer. As the original homeowner, we are covered under Milgards lifetime warranty which includes provisions for the following condition. Approximately six months ago, we noticed pronounced deformation on window frame corners that are pulling away from the house and leaving gaps between the window and the window frame. In some instances, all four corners of the windows are deformed and pulling towards the exterior of the home leaving cracks 1/2 between the window and the frame.Milgard only offers a replacement glazing bead which is cosmetic in nature and unrelated to the problem. Milgard blames the installer, building movement, and Phoenix earthquakes and has not found any product defects. An inspection by a home inspector at our expense disproved building movement.The builder of the house inspected the windows and wrote a letter stating no evidence of installation error and no building movement. Milgard ignored both written reports.Milgard inspected the windows and offered no evidence of building movement or any reason for the failure. Milgard cites "possible building movement" for denial w/ no supporting evidence.Facts:1. Numerous vinyl windows in high sun areas in a hot desert environment all deforming in the same manner. 2.Vinyl windows are vulnerable to heat deformation and will fail over time.3.The structure of the house was professionally inspected for settling and none was found. 4.The builder inspected the windows and found no evidence of installation error or building movement.5.Milgard inspected the windows and found no evidence of installation error or building movement.6.Milgard denies all responsibility for the failing windows.
Business Response
Date: 07/18/2024
Hello,
Do you have the Case# that you received when you opened this issue? If so, will you please send that over? Also, can you please send any documentation that you received from inspections again so I can send this all over to our service team lead.
Thanks!
******************
Customer Answer
Date: 07/26/2024
Sincere thanks for your kind response and request for further information.

The latest Milgard case number that was created is ******** created on 6-6-2024.

Per your request for further documentation, I am happy to share the testimonial letter from the builder as well as the home inspector's report. Due to personal privacy data enclosed therein, I am unable to forward the requested documents through the BBB system but I am happy to send them directly to you. You have my contact information in the case number and I look forward to hearing from you.

Sincerely,

*******
Business Response
Date: 07/31/2024
Hello,
I have spoke with my team on the issue and have received the attached documentation. MILGARD is offering to replace the exterior glazing bead.
Best,
****************
Customer Answer
Date: 08/03/2024

Complaint: 21978360

I am rejecting this response because the windows are still covered under a lifetime warranty. The windows are still defective with no reasonable explanation as to why the windows are failing. Milgard Windows (MW) acknowledges the windows are not without defects upon inspection. Per MW: Based on Milgards assessment of **************** windows on March 19, 2024 we recommend the following:
Replace the exterior glazing bead on the affected windows under the terms of the warranty. Milgard seeks to adhere to the warranty terms and we would encourage the owner to allow us to replace the glazing bead.
The stucco/window gaps are not caused by the windows. We recommend that the homeowner contact the builder for further support if needed on this topic.
the window frames are bending so severely that we cant insert the screens and the stucco is breaking off the house around the window frames.
Of course MW can repair the glazing bead their tech installed after changing a defective glass assembly. Please call me to arrange a time. I would like MW to inspect the windows again and explain why their vinyl windows are bending in the full sun areas of the house. I ask MW to honor their Lifetime Warranty as part of the purchase agreement I paid for when we bought the windows and replace the defective windows.

Sincerely,

*************************
Initial Complaint
Date:07/08/2024
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.
I own two large pentagon and trapezoid low E Milgard windows which Milgard approved a life time warranty claim for replacement in Sept 2023. Milgard has not been able to correctly measure and/or manufacture the windows needed for replacement.* The first time they came out was simply to measure so that the windows. * The 2nd visit to the house was to install the windows - at which time I was told to remove the custom shades (over $250 to remove, and similar charge to reinstall). They came with one window only, but then determined that it was not the correct size. They also determined that the windows WOULD be installed from the OUTSIDE and there was no need to remove the shades.* The 3rd time they came with one window again, again determined that the measurements were wrong and the window would not fit. * 7/3/2024 I sent the following email to the Milgard service rep and their install tech and requested an update on 7/8/2024.Issue: Replace under warranty two Milgard windows and reimburse customer for unnecessary costs associated with their inaccurate instructions to remove the shades.1) Milgard to get accurate measurements for BOTH windows - complete per Milgard 07/03/2024 2) Milgard to get window glass for BOTH windows 3) Milgard to determine next install date(s) 4) Milgard agree to reimburse customer for unnecessary shade removal and reinstall Note: Install tech indicated that the install will be from the outside not the inside and Milgards direction to remove the shades was not necessary. 5) Customer - schedule shade install pending **********************'s commitment to ******************* to not damaging the shades during window install.6) Milgard to collaborate with all stake holders on install tech's concern about additional window trim.7) Milgard to provide customer on going status to both the customer and the original company who sold the Milgard windows. As of 7/8/2024, no updates.
Business Response
Date: 07/10/2024
Hi *******,
I confirmed with our service team that we have both IG units and will be replacing both on 7/24.
As for the refund on expenses, it looks like that is still under review but we will have a team member reach out to your regarding that status soon!
Best,
******************
Customer Answer
Date: 07/15/2024

Complaint: 21959806

I am rejecting this response because:
I am encouraged that Milgard has scheduled another install visit for July 24th, and that they will be able to install both windows at this visit.
I am disappointed that Milgard has not addressed the reimbursement for the unnecessary shade removal. For this reason, I think this case should remain open until Milgard does in fact get the windows installed, and the reimbursement has been completed..

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

Sincerely,

*************************
Business Response
Date: 07/31/2024
Hello,
It looks like we were only able to do partial work as one IG was made incorrectly, our team is working on providing the next service date.
The reimbursement is under review.
Best,
******************
Customer Answer
Date: 07/31/2024

Complaint: 21959806

I am rejecting this response because: Since the warranty claim was submitted in Set of 2023 there have now been four visits. The last visit (July 2024) did result in one of the two windows being replaced. Once again however, the pentagon window was not replaced - another measurement issue. I still have paper & cloth shades on the windows to combat the 90 degree heat from the west facing windows. I can not replace the more effective dual cell shades until Milgard completes their install. At this time there is no ETA for completion and we are now heading into the dog days of August heat.

Sincerely,

*************************
Business Response
Date: 08/07/2024
At this time, the new glass in production and our team will contact you when it's complete and ready to install.
Customer Answer
Date: 08/07/2024

Complaint: 21959806

I am rejecting this response because the pentagram window has not been installed. Additionally, I paid to have the trim around the window removed because Milgard felt it might inhibit their ability to install the window - an install which did not happen when they scheduled it. Now I have an additional cost and an additional risk in that there are rain storms most afternoons, leaving me to worry about water getting into the uncovered trim areas around the window area and causing interior issues. Again - we are almost at one year since the warranty claim was submitted and I have complied with each of their demands only to be left with more and more costs & issues.

Sincerely,

*************************
Initial Complaint
Date:07/01/2024
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 purchased a home from KB Home 7 years ago, and have had nothing but issues with our Milgard windows. Our windows have leaked, and our patio doors have had multiple locking issues. These things happen, but Milgards warranty is useless. They refused to replace a window that leaked on 3 occasions. They blamed the installer, and then when the internal framing of the window leaked, they blamed the wind. As far as my patio doors, they are sliding doors that they private label and put their Milgard logo on, but when KB Home requests their help to fix the locks they are unable to. That leaves me with windows and broken locks that have been a problem since the time of purchase. Dont rely of Millards warranty because they will not honor it. They have not taken responsibility for their product, and they treat their customers poorly. Two of the gentlemen i was working with yelled at me. They advertise this great warranty, but when needed it means nothing. So disappointed.
Business Response
Date: 07/03/2024
Hi *****,
Can you please provide a case# or your full address so I can pull up the case notes in our system and see how we can help you out.
Thanks!
*******
Customer Answer
Date: 07/03/2024

Complaint: 21925528

I am rejecting this response because:
I did not receive a case number for the leaking window, but have attached the letter. The window continues to leak even without the winds.
As far as the locks, here is the Case#: ********. As I understand it, Milgard resold these windows/doors to us that they purchased from *********************** When we moved in and were having issues, Milgard blamed ********************** and ********************** blamed Milgard. The windows/doors have never operated smoothl - the locks, rattling, difficulty opening and closing the doors. As the products were purchased from Milgard, they should have handled all the issues. There is a paper trail of all of the issues. The current case number is for the lock. At this point we can't even find anyone who services these doors, as Milgard has not been able to from the beginning.
Sincerely,

*********************
Business Response
Date: 07/18/2024
Hello,
I've sent this over to our management team to see how they would like to work through this, I will let you know when I hear back from them.
-*******
Customer Answer
Date: 07/26/2024
Could you reopen case #********? I must have missed when they responded. I have now seen the response that they will contact me, but they have not. Please let me know if there is anything more you need from me.

Thank you,
*****
Business Response
Date: 07/31/2024
Hello,
Apologies that this has been a long process. Our senior service manager is looking into this case but has not yet come to a conclusion. I just sent a follow up their way.
Best,
******************
Customer Answer
Date: 07/31/2024

Complaint: 21925528

I am rejecting this response because: I was told previously that someone would contact me, but am still waiting for a response. I have requested replacement windows because Milgard is unable to repair.

Sincerely,

*********************
Business Response
Date: 08/08/2024
Hi - I just received word from my service team that we will be out on 8/19. Please see note below:
"As this is a Western door and there is no labor warranty on this we can schedule a tech to go out and see if we can figure out what needs to happen. IF it is a simple adjustment, we will adjust it, and If we find that parts are needed, we can order the parts and do the service as a one time goodwill gesture. I can schedule a tech to go out on Monday 8/19 to do the service investigation."
Customer Answer
Date: 08/09/2024
They did not address whether they will replace the Milgard window that has leaked on more than 3 occasions. And continues to leak, when it rains, after at least 2 repair attempts.
As far as the patio doors, if Milgard purchases accordion windows through *********************** private labels them with their logo, and advertises a warranty on them, then they should have had a working system setup for any issues that arise. It does not seem ethical to resell a product under your name, and then tell the consumer any issue is with the manufacturer or the installer. What risk have they taken or support have they offered to a consumer that they charged almost $50,000?
I want windows and doors that are not broken.
Business Response
Date: 08/26/2024
Hello,
This was the last correspondence that I can see. Was this resolved with this appointment?
Customer Answer
Date: 08/27/2024

Complaint: 21925528

I am rejecting this response because: they came out on 8/19/2024 to look at the door to see what the issue was. I was suppose to hear back, but nobody has contacted me.

Sincerely,

*********************
Business Response
Date: 01/03/2025
Following up that our team went out and performed the necessary work. This case should be resolved
Customer Answer
Date: 01/03/2025

Complaint: 21925528

I am rejecting this response because: I still have a leaking window.

Sincerely,

***** *****
Business Response
Date: 01/27/2025
I've followed up with our service team stating that this is not fixed and you need to hear back, I have them contacting you as soon as they can
Customer Answer
Date: 01/28/2025

Complaint: 21925528

I am rejecting this response because:
I have asked Milgard to replace my window and doors, but they will not. They offer to fix them. But when given the opportunity to fix my doors, they are unable to. They have private labeled accordion doors from Western, but are unable to support them when there is an issue. I have 3 sets that they charged $50,000 for each. I would like my money, so I can replace them and have something installed that will better secure my house and prevent damage to my home from leaks. Milgard is also refusing to replace a window that is still leaking after they have tried to repair it at least twice. This doesnt even address windows that are 8 years old with a filming. Per their warranty, this is not covered. I am so disappointed with the products and especially the customer service. Not only am I having these issues, but manager level individuals have not shown up when I asked them to look at my windows. So disappointing that a big company takes your money, gives you faulty products that they dont know how to repair, and refuse to replace them.

Sincerely,

***** *****
Initial Complaint
Date:06/27/2024
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 have been waiting 8 months to get my doors to work correctly. They never seem to be able to fix the problem. Every time I have an appointment they either cancel or change it so it doesn't fit my schedule. I get no service from them. These doors haven't worked correctly since they were installed.
Business Response
Date: 07/03/2024
Hello,
Can you please provide your case# so I can touch base with our service team and get this situated?
Thanks!
*******
Initial Complaint
Date:06/26/2024
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 ordered two sets of french doors in March of 2022. Installed in September 2022 and had issues from the very beginning. One set of the doors have been fixed to our satisfaction but the second set of doors are continually giving us problems. They have sent several different technicians over to try and fix the issues but the one set of doors continue to give us problems. Since the last time the technicians came to rectify the problems (April 2024) they have now made it that we cannot lock our back door. I am now locking it with a bike lock. It also jams so bad the we have issues opening the door as well. I have left several messages with the company over the last few months with no response from either my service representative ******* and her supervisor ***** (Sp?) . I am simply looking to resolve this matter by having one set of doors replaced. After several attempts at sending technicians out to try to rectify these serious issues, they has been no resolution. Please help.
Business Response
Date: 07/03/2024
Hi *****,
Can you please provide your most recent case# so I can pull your information up in our system and have a discussion with our regional service manager about getting this fixed.
Thanks!
*******
Initial Complaint
Date:06/26/2024
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.
The facts are undisputed. I bought 9 new/replacement Milgard WoodClad windows for installation by Signature *********************************************** in my home in 2002. Signature, as Milgard's sales agent, persuaded me to replace the 9 windows w/ Milgard's WoodClad windows & expressly sold me on Milgard's "industry-leading Lifetime Guarantee," which was clearly defined in the Milgard brochure that Signature provided to me prior to the sale. That Milgard WoodClad window brochure states: "FULL LIFETIME GUARANTEE": Your happiness is guaranteed. You can be sure your WoodClad Windows will operate smoothly and protect you from the weather. In fact, we guarantee it. WoodClad Windows are backed by Milgard's industry-leading lifetime guarantee. So if anything ever goes wrong with the window in a single-family home, we'll fix it for as long as the original owner lives there." Over the years, Milgard HAD honored that Guarantee and replaced in my home several window panes whose seals failed & replaced 1 of the 9 windows circa 2018 w/ the same defects now present in its 8 remaining WoodClad windows. Signature & another long/well established window contractor have told me the WoodClad windows are defective. Indeed, Milgard ceased making/selling the Woodclad windows & settled WoodClad class actions that didn't cover Washingtonians. **** **************************** successor owners honored their Guarantee, but the latest owners of Milgard are instead litigating their assumed Guarantee claims. In early '23, Signature notified Milgard that their 8 remaining WoodClad windows in my home were defective & needed replacing. Milgard dilatorily inspected my ***************************** on 8/23/23 & dilatorily denied my claims in a 11/27/23 email citing an "internal condensation problem" in my home. Signature & another long/well established window installation *** said Milgard's denial is baseless. Milgard's atty in writing to me, failed/refused to point to where condensation is excluded from its Warranty, which is not excluded!
Business Response
Date: 07/03/2024
Hello,
Our team has been made aware that there is a case open with the Washington attorney general on this matter. Because of this, there is nothing that we can assist from from the digital/service side as the legal team is taking over.
Thanks,
*******
Customer Answer
Date: 07/03/2024

Complaint: 21905584

I am rejecting this response because Milgard is a large corporation that can walk and chew gum at the same time. Please don't allow this big business to brush off the BBB like that! Simply put, there is nothing preventing Milgard from addressing this dispute. 1.) Milgard will falsely claim that they have made a settlement proposal to me. That is false, as Milgard's attorney said in an email to me that while my Guarantee/warranty claims may be covered relating to the peeling of the thin wood veneer on the interior (inside of the house) of the 8 involved Milgard WoodClad windows, Milgard's attorney in writing to me demanded pictures of the 8 windows from me and even then said the pictures are not a precondition to Milgard honoring their explicit/express, unambiguous Guarantee/warranty and that all Milgard's attorney would say is that Milgard would only reconsider my Guarantee/warranty claims upon receiving those picture AND would not commit in any fashion to honoring that Guarantee/warranty. Mind you, this is AFTER Milgard conducted an inspection of the windows on 8/23/23 and took pictures of the same windows!!!! 2.) Milgard will claim, that "condensation" damage is not covered by the express terms of the applicable Guarantee/warranty because it has nothing to do with the windows' design or manufacture but that is inaccurate because the windows' defective design and/or manufacture make them susceptible to condensation. Moreover, read the warranty closely, it excludes things unrelated to the design/manufacture of the window but fails to expressly exclude condensation like the other things specifically listed and excluded under the express terms of the warranty. Bottom line, if Milgard wanted to exclude condensation from warranty coverage, it, as the drafter of that warranty could have readily done so. That they did not do! Again, please don't let Milgard play you/the BBB.
Sincerely,

*************************
Business Response
Date: 07/17/2024
As previously stated, this is in the hands of our legal and service teams.
At this time, there is no further action to be taken on the digital team end.
Customer Answer
Date: 07/24/2024

Complaint: 21905584

I am rejecting this response because: simply put, isn't it obvious why I am rejecting the business's response. It's not a response at all, is it? In emails with me, Milgard has unconditionally and expressly denied my guarantee/warranty claim on ALL 8 Milgard WoodClad windows installed in my home, all of which are damaged (wood rotting, staining, molding, warping, and/or discoloring) due to condensation resulting from defects in the design and/or manufacturing of those 8 windows. The "Lifetime Guarantee" for those 8 Milgard WoodClad windows states: "Your happiness is guaranteed. You can be sure your WoodClad Windows will operate smoothly and protect you from the weather. In fact, we guarantee it. WoodClad windows are backed by Milgard's industry-leading lifetime guarantee. So if anything goes wrong with the window in a single-family home, we'll fix it for as long as the original owner lives there." There is no ambiguity in that guarantee, is there? Milgard admitted in emails to me that condensation results from weather changes and "condensation damage" is not excepted from its warranty!
So, what more does the BBB need to take adverse action against Milgard, here? In short, Milgard's response is woefully inadequate and is rejected.

Sincerely,

*************************
Customer Answer
Date: 11/26/2024
In light of BBBs process that you noted below, please close my BBB complaint against Milgard, as my claim with Milgard was satisfactorily resolved.
Initial Complaint
Date:06/18/2024
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.
Purchased a home in 2005 I had one bad window in the master bedroom. I was involved in a law suit they told me to call back after the law suit was settled which I did they sent out a man on April 9 2019 to measure the window. The man checked the whole house and said I didnt need just the master bedroom 1window replaced but a total of 9 windows needed to be replaced. Then they refused to replace the windows because of the law suit. Then why did they send someone out to check the windows. I think they refused to replace the windows after they saw how many windows had to be replaced. Milgard has a full lifetime warranty guarantee on their windows. It took quit a while to settle the law suit so by the time it was settled I had a total of nine windows to be replaced. I cant understand why they sent someone out to measure my window when they knew I was involved in the law suit if they werent going to replace the windows. As I stated when they found out I need not only 1 window replaced but 9 then they denied my claim. I know its been 5 years since they denied my claim but I feel they should have replaced the windows because they led me to believe they would. Last year I had another company come out and give me a estimate on how much to replace the 9 windows and there is no way I could afford to do it. Im hoping you can help me solve this complaint. My case number with Milgard windows is ******** Sincerely *****************************
Business Response
Date: 06/26/2024
Hello-
I've pulled your case information in our system and reached out to our service manager for a little more information on our side. I will keep this case open as I wait to hear back from them!
-******************
Initial Complaint
Date:05/30/2024
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.
Let me lead off by saying I purchased my Milgard Windows for my home 21 years ago, and they are of top quality. Further, I've needed warranty service on some of them, and the work crew have been professional and courteous. It is difficult to get through to a 'human' some times, though. After 6 months of trying, I did have a large window replaced May 16, 2024. At the time of installation, everything appeared fine. About a week later, I was looking out the window, wearing sunglasses with polarized lenses. Then, the new replacement window shows large 'striations', similar to a 'water fall'. It is ONLY with the new window, and none of the other Milgard windows. I called the company and someone told me it might be a defect, but that they couldn't help me. All I'm asking is to speak to a certified technician as to whether this is a defect, or not.I consider Milgard a reputable company which backs up its products.
Business Response
Date: 06/04/2024
Hi ******,
Can you please provide your case# from the replacement? I'll happily connect you with a service team member once I have that!
Thanks,
******************
Customer Answer
Date: 06/04/2024

Complaint: 21781165

I am rejecting this response because: THIS IS NOT A FORMAL REJECTION. I AM TRYING TO RESPOND TO THE BUSINESS AND AM UNABLE TO DO SO. THE BBB PERSONNEL DO NOT PICK UP; I LEFT 2 MESSAGES, ONE AT *****, AND ONE AT TACOMA. THE MILGARD EMPLOYEE, HAD ASKED FOR MY CASE NUMBER, AND THIS IS IT: 06332374 . FOR THE RECORD, THE ***** NUMBER ON THE BBB COMPLAINT ************** IS "NOT IN SERVICE"....I JUST TRIED IT. PEOPLE WONDER WHY THE 'PUBLIC' IS SO MAD AT CORPORATE AMERICA. IT IS NEARLY IMPOSSIBLE TO GET AHOLD OF ANYONE, BY ANY MEANS.
SO, I WOULD VERY MUCH LIKE TO TALK....ON THE *****....WITH ******* (I THINK THAT'S HIS NAME)

Sincerely,

*************************
Business Response
Date: 06/12/2024
I have it noted in my system that we had a three man team complete the job on May 16. If this is not the case or if there is still an issue, please let me know!
-*******
Customer Answer
Date: 06/13/2024

Complaint: 21781165

I am rejecting this response because: The three man team indeed installed the new glass pane on May 16. They did an excellent job. No problem there. I HAVE BEEN TRYING TO GET SOMEONE FROM MILGARD TO ANSWER A QUESTION I HAD ABOUT THE GLASS: WHEN WEARING POLARIZED SUNGLASSES, I CAN SEE LARGE 'STRIATIONS' OR OTHER ANOMOLIES, AND WONDERED WHAT THEY WERE. IT WOULD TAKE A BRIEF PHONE CALL WITH SOMEONE TO ANSWER MY QUESTION. I LOVE MY MILGARD WINDOWS, BUT HAVE TO SAY THAT CONTACTING ANYONE IN THE COMPANY IS NEAR IMPOSSIBLE. PLEASE ARRANGE A BRIEF PHONE CALL, ******. THANK YOU.

Sincerely,

*************************
Business Response
Date: 06/21/2024
Hi ******,
I just put in a request for our service team to give you a call and answer any questions you may have.
Customer Answer
Date: 06/21/2024

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. A very nice employee called me today from Milgard. I explained the whole issue
and she was very understanding and would reach out to a technical employee, who could call me back. I reaffirmed to this Milgard employee that they have a very good product, but there was a POSSIBLE problem with the
replacement window; Milgard will tell me if it's a problem, or not. Sadly, it is so hard to contact someone at a corporation or large company who can assist with some customer issues. I will close by saying that if and when I
need to replace windows, or am building a new home, I will most certainly use Milgard windows.

Sincerely,

*************************
Initial Complaint
Date:05/19/2024
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.
Milgard fiberglass door cannot be opened, Milgard refuses to repair.In 2005 a couple windows and a door were replaced on my home. I specifically selected the Milgard brand because of the lifetime warranty. Within the first few years, I had an issue with the door, Milgard came out and serviced it with no issue,October 2023, the door stopped functioning (wouldnt open). I contacted Milgard service, without examination, the representative claimed it not under warranty because I resided in a beach community (note: just in name, not close to the water).I have contacted all companies suggested by the Milgard representative. None will repair the door. I have contacted a couple additional, two have told me they cannot acquire parts.This is not acceptable, if the door cannot be repaired, it should be replaced.Doors by definition need to provide egress and ingress. This door is only functioning as a window, not adhering to the implied warranty.
Business Response
Date: 05/22/2024
Hello,
Can you please provide your case number so I can pull your information up in our system and have a discussion with our service team?
Thank you!
******************
Customer Answer
Date: 05/22/2024
Milgard Case Number 06388412
An additional detail I neglected to mention, the door is in a sheltered area, not subjected directly to weather.
Customer Answer
Date: 05/30/2024
Update Complaint ********. Milgard fiberglass door cannot be opened, Milgard refuses to repair. In 2005 a couple windows and a door were replaced on my home. I specifically selected the Milgard brand because of the lifetime warranty. Within the first few years, I had an issue with the door, Milgard came out and serviced it with no issue, October 2023, the door stopped functioning (wouldnt open). I contacted Milgard service, without examination, the representative claimed it not under warranty because I resided in a beach community (note: just in name, not close to the water). I have contacted all companies suggested by the Milgard representative. None will repair the door. I have contacted a couple additional, two have told me they cannot acquire parts. This is not acceptable, if the door cannot be repaired, it should be replaced. Doors by definition need to provide egress and ingress. This door is only functioning as a window, not adhering to the implied warranty. The door is in a sheltered area, it is not directly subjected to weather. The Milgard case number is ********. I attempted to send this information immediately upon request, apparently it didn't get in. I also attempted to send via email, also didn't get in. Therefore, I am resubmitting the complaint.
Business Response
Date: 06/12/2024
Hi *****,
Our notes state that the door handle is the issue. Is there anything else that is causing the door to hold shut? I would love to bring this up with my service team and get this situated for you.
-*******
Customer Answer
Date: 06/13/2024

Complaint: 21733413

I am rejecting this response because: I may be misunderstanding the selections. It sounded like closure meant no further action. But, it looks like you are proposing to fix my door, which is exactly what I want but I didn't see a mechanism for us to make contact to accomplish that. Please contact me: *********************.

Sincerely,

*************************
Business Response
Date: 06/21/2024
Hi *****,
I've requested my service team member to give you a call as soon as she can.
Customer Answer
Date: 06/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory assuming the door is repaired. So far, I have heard nothing from them and the door has not functioned for over SIX months. It is now hot and there is a additionally a ventilation issue.

Sincerely,

*************************
Customer Answer
Date: 07/15/2024
Hello,

The complaint has not been resolved. Milgard has not made contact, has not repaired my door. Please resubmit my complaint.

Thank you,

*************************
Business Response
Date: 07/31/2024
Hello, our team has found that a rusted door handle is not covered under warranty and have referred the case to a dealer. There is nothing left to do on our end at this time.
Customer Answer
Date: 07/31/2024

Complaint: 21733413

I am rejecting this response because: The door handle is not rusted.

Sincerely,

*************************
Initial Complaint
Date:05/17/2024
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 bought this house in June 2021 and moved in August 2021. But when the house was bought all but 1 bedroom window was cloudy and the sliding backyard door too. We only thought the flim of the glass was probably bad. But in the last 6months or so we have started seeing a lot of moisture and from last 2-3 months its been moldy. We started calling in window companies to understand the issue. We were told that all of the windows have failed and was probably from one of the bad batches. These are Milgard windows and warranty says if there is a new owners to the house then warranty will not cover the old windows. I agree to this if it was only 1 window. But we have 6windows (thats 3bedrooms and a bathroom) and a sliding patio door. So more than 50% of the windows in the house have failed. But Milgard is stuck on that 1 line in the warranty and says since we are the new owners they will not help us with these windows. They need to own up to the failed windows and clearly something has gone seriously wrong with this batch. Milgard case number ******** for this issue
Business Response
Date: 05/22/2024
Hello,
Homeowner is out of warranty as they are the second homeowner and at the average life expectancy of residential windows. At this time, the case is closed on our end.
-****************
Business Response
Date: 05/30/2024
Hello,
After checking with our service team, these windows are outside our warranty and arriving at the expected lifetime of windows. Our team is more than happy to help you find a dealer that can assist with a new installation.
At this time, there is nothing more on our end.
Best,
****************
Customer Answer
Date: 05/30/2024

Complaint: 21728480

I am rejecting this response because:
Their response clearly shows they haven't read my message at all. This is a standard template that even a chatbot can respond. Its a waste of money to pay a human to do this job. Read the message.
FYI: Windows damaged due to their faulty manufacturing needs to be repaired by Milgard. This is the only resolution that will be accepted. I have internet to look for dealers.

Sincerely,

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

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Milgard Windows and Doors is NOT a BBB Accredited Business.