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

  20789 SW 115th Ave Tualatin, OR 97062-6860

• 

  Milgard Windows & Doors

  6050 88th St Sacramento, CA 95828-1119

• 

  Milgard Windows and Doors

  860 W. Carver Road #110 (former) Tempe, AZ 85284

• 

  Milgard Windows and Doors

  7406 W. Detroit Street Chandler, AZ 85226

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:03/12/2024

  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 as the consumer, I should not have to track down and remind a company to honor rebates for products a customer has purchased from their company. After 5 phone calls to the contractor and installer, making sure that they have put all paperwork through for my rebate, along with 15 phone calls and 4 emails to the Milgard company I finally received information that my Amazon rebate for the three windows and one door that I bought and installed in November 2023 would be coming in 2 to 3 weeks. The promotion said within 12 weeks I would receive my rebate. It has now been 15 weeks in trying to contact Milgard. Finally I received notice that they will honor the rebates, but it will take another 2-3 weeks. It will be a total of ********************************************************************************************* I wonder if other customers have had the same problem from the Milgard window and door company.

  Customer Answer

  Date: 03/13/2024

  I didn't see the form regarding the needed following information.
  

  Purchase date: 10/19/23 through ***** Company Windows Doors Hardware, ************************************************************

  Invoice # D143379   Order 2310-143379
  

  Sales Order # ******* (needed and supplied to Milgard for the Amazon gift card rebate)
  

  Installation date: November 28, 2023
  

  Business Response

  Date: 03/19/2024

  Hi *****,

  I'd like to apologize that this rebate process has taken so long. I just reached out to our rebates manager to get this settled as quick as we can. I made sure to inform them that you have been waiting far longer than your given time frame you were initially given.

  Best,

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

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21424226
  
  I am rejecting this response because:
  I have not received my long overdue rebates yet. Once I have and can actually use the rebates the complaint will be resolved. 
  It might be prudent also to check to see if this company has a habit of not honoring their rebates in a timely manner, or worse, not honoring them at all, unless the customer complains, as I have. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/29/2024

  Hello,

  I've received word from my rebate team that you have been contacted and are all set to be receiving your rebate.

  Best,

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

  Customer Answer

  Date: 03/29/2024

  Milgard did finally honor their promotion. It took way longer than their quoted time frame to receive it and with much effort on my part for them to honor their fall promotion. 

  Customer Answer

  Date: 04/05/2024

  I finally received my rebate from the company. It took well over the companies initial promise Date. Thank you so much for helping me to resolve this issue.

• Initial Complaint

  Date:03/07/2024

  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.

  On July 19, 2022, we ordered a custom Milgard window via a local installer **************************************** ********* First, the window manufacturing took far longer than Milgard had initially estimated 5-8 weeks. It was delivered December 1, 2022. Once our installer came to install the window, he saw that the custom window size was wrong. Milgard came to our house to assess the issue and determined that a new window was needed due to the sizing issue. After much back and forth with Milgard (delivering a window with paint defects, then trying to 'fix' the existing first window that was deemed previously as wrong size), they finally delivered a replacement to be installed. Milgard technicians installed the window. Again, our installer said the window was the wrong size. We had more back and forth, but ultimately Milgard determined the window was correct in size. Our installer disagreed. Our installer finished the window installation. A few months later, we have had issues with the window not closing properly. Milgard sent a technician to assess the window and determined that the window must be replaced, however, it will not be covered by their warranty. They claim that due to faulty installation, the window has bowed and is not repairable. We paid $2,687.77 to the installer for the window. He says he is unable to refund the money since Milgard will not refund him.Now, we are out over $2,000 and we still require a new window to be manufactured and installed. I cannot believe the terrible service provided by Milgard and their refusal to honor the warranty or issue a refund.

  Business Response

  Date: 03/12/2024

  Hi *****,

  Thank you for bringing this to our attention. I would like to apologize about the difficulty that this has caused you. Allow me to reach out to a few of our service managers and see what we can do to help out here.

  Best,

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

  Customer Answer

  Date: 03/17/2024

   
  Complaint: 21401963
  
  I am rejecting this response because it does not offer any additional information or resolution.
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 03/29/2024

  Good morning,

  I would like to sincerely apologize for the amount of time this has take, your case has been handed off to our managerial team as they are working toward a solution.

  Best,

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

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21401963
  
  I am rejecting this response because: no update was provided or action taken to remedy the issue 
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 04/08/2024

  Hello,

  We sent a technician out for evaluation and found that this is not under warranty. I have attached the findings that were sent to the homeowner.

  Thanks,

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

  Business Response

  Date: 04/15/2024

  Following up that our technician found that this is not covered in our warranty. Findings attached.

  Business Response

  Date: 04/22/2024

  Hello,

  I have attached the file from our technician that states that the issues are not covered under warranty.

  At this time, there is no further steps on our end.

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

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21401963
  
  I am rejecting this response because:

  1) Our window installer noted to Milgard immediately upon receiving and attempting to install the window that it was incorrectly sized

  2) Milgard visited our site several times and determined that the window was incorrectly sized and ordered a replacement in the correct size.

  3) The replacement had paint color issues and was not installed. Another order was placed.

  4) The replacement window arrived but was damaged and was not installed.

  5) The original window is still the window installed in our home. Despite Milgard confirming the window was the incorrect size and ordering new windows, Milgard failed to replace the window. Over time, the installation has failed. However, the installation would not have failed if the window was the correct size. 

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

• Initial Complaint

  Date:03/01/2024

  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.

  On July 6 I filed a complaint about fading and Discoloration on window ledge. After not hearing back I made a follow up call in Sept. They sent a rep to look at it on 12-4-23 and he said it would be passed along to the painting division. 3-1-24 after not hearing back from anyone called and spoke to ******* who didn't know when they would be contacting me. How many years does it take for this company to honor a warranty?

  Business Response

  Date: 03/07/2024

  Hi *****,

  Can you please send over your case# and I'll happily look into this case for you!

  Thanks,

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

  Customer Answer

  Date: 03/07/2024

   The message from the business is requesting the case number, milgard ********

  Business Response

  Date: 03/12/2024

  Hi *****,

  Your case was sent over to our paint provider, our service manager just reached out to see when they will be to your home. One of our team members will be in contact with you when this date is provided.

  Best,

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

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21371531
  
  I am rejecting this response because:

  I've been told this before and await the reach out.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/11/2024

  Hello,

  I saw that the status on this case was changed in our system. Checking to see if service was received?

  Thanks,

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

  Customer Answer

  Date: 06/11/2024

   
  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:02/28/2024

  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 purchased our home in Sept 2021 from the original owners. I contacted Milgard in May of 2022 as we noticed that many of our outside window trim pieces had fallen off, and they needed to be replaced. According to Milgards warranty, these window pieces are included as it extends to additional homeowners up until 10 years after installation date. The home was originally built early 2016. I received a case number of ******** and a technician from Milgard (***************************) did come to my house on 8/9/22, & said that he would have the grids ordered & replaced. He indicated that either the glue used was incorrect, or the pieces were otherwise not installed correctly & would have to be replaced. Since I had so many pieces that had fallen he wanted to order new material and have them reinstalled. I was scheduled to have the grids installed on Oct 13, 2022. I waited around all day for the person to come, but they were a no show and I heard nothing from Milgard. I tried to call customer service, but received no information. When I emailed the company on October 17th to find out what happened, they said there was a delay in getting the grids. Ever since then-which has now been over 21 months from the original contact- I have sent many emails and called customer service but there has been absolutely no progress with them to come out and fix the grids. In fact, they simply stopped replying to my emails after January of 2023. Every time I would call customer service, they would say that the person handling my account was out and would call me back by the end of the week. Then I would hear nothing, call back at the next week and again hear nothing. I have 19 windows that this is an issue for- our house is large and the windows where pieces have fallen off look terrible. And since the original request, more have also fallen off. It is completely unacceptable that they will not respond or live up to their warranty. All I want for them to do is to complete the work.

  Business Response

  Date: 03/04/2024

  Good morning *******,

  I would like to apologize that this process has been such a hassle for you. I have taken these notes and send them to our service managers in your area to see what is going on with your case. I will happily keep you updated when I hear back from them!

  Best,

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

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21360484
  
  I am rejecting this response because it does not provide any actual resolution to getting my windows fixed.  Milgard continuously says they will get back to me, but I have still not received an actual commitment from them to fix the problem.  I need to get a confirmed appointment date, and then actually have that person show up to do the work.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/15/2024

  Hi *******,

  My service manager informed me that they contacted you. If this is not the case, please let me know and I will follow up on the case.

  Thanks,

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

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21360484
  
  I am rejecting this response because:

  It is completely false that anyone has tried to contact me at all since I opened this complaint.  You have my phone number, I have received no call.  You also have my email and I have received nothing.  I have seen on other people's responses that this is what you guys do. You say you are going to reach out, you don't.  You say you have contacted the customer and you haven't. If you had contacted me, that would be great and this wouldn't be continuing. 

  I cannot believe you operate a business this way.  Again, my contact information is below, and I am awaiting the day I am actually contacted so this can be resolved-- this is going on TWO YEARS of waiting for you to do what is right. 

  Again, I need to be contacted directly and an appointment needs to be made and the service person needs to come and fix the work that is under warranty.
  
  Sincerely,
  
  *******************************

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

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

  Business Response

  Date: 06/11/2024

  Hello,

  I have been notified that we have a scheduled date of 6/13 for this case. Please let us know if we can properly mark this as resolved after the appointment.

  Best,

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

• Initial Complaint

  Date:02/20/2024

  Type:Delivery 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 six Trinsic windows between two orders (******* and *******) during the 2023 ************ Promotion. At $30/window, the rebate should have been $180, but I only received a $150 Amazon gift card. I emailed about the discrepancy Jan 30 and Feb 9 but have not received a response. I would like the missing $30 emailed. Please do not call.

  Business Response

  Date: 02/20/2024

  Hi *****,

  I just reached out to our rebate department letting them know about this issue. I'll have them work on correcting it!

  Best,

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

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21317580
  
  I am rejecting this response because: I have still not received the missing rebate or any confirmation it is being processed.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/12/2024

  Hi *****,

  Thank you for updating me on this issue, I will send another follow up to our rebate team.

  Best,

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

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21317580
  
  I am rejecting this response because: Milgard emailed that a refund would be received this week. I am awaiting follow through.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/26/2024

  I did not receive the refund. Milgard said they were going to email it to me by last week. That didn't happen.

  Business Response

  Date: 04/08/2024

  ***** is on our rebate distribution list and will be receiving his rebate soon.

  There is nothing else to do on our end at this time.

  Business Response

  Date: 04/15/2024

  Following up that ***** is receiving his additional $30 rebate, there is nothing to do further on our end

  Business Response

  Date: 04/22/2024

  Hi *****,

  I just sent a follow up to our rebate team to get this sorted out.

  Thanks,

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

  Customer Answer

  Date: 04/28/2024

   
  Complaint: 21317580
  
  I am rejecting this response because: Apparently, they haven't sorted it out still. I don't expect they will.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/19/2024

  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.

  I have 13 windows with broken seals. Due to my husbands health I was unable to work in this problem until now. I called your company and was told my warranty is not good. However, I have been following Next Door Neighbor and many neighbors have posted they have a lifetime warranty, and their broken sealed windows were replaced. I want my windows replaced!!***************************

  Business Response

  Date: 02/20/2024

  Hi *****,

  If you had a chance to fill out our service request form, could you please provide the case# that you received. I will get into contact with our warranty team and see why they said your windows are not covered.

  Best,

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

  Customer Answer

  Date: 03/03/2024

  My windows were purchased in 2008 from Five Points Windows and Doors for a cost of $25,000.  I have contacted Five Points at ************ who has told me that I must deal with Milgard who was the manufacturer.  I have contacted them several times with no success concerning my windows.  They keep telling me that there is no warranty even though I have proof of many consumers who have had their windows replaced at no cost.   Why am I being rejected?

   

   

  Customer Answer

  Date: 03/03/2024

  Case Number

   

  ID  ********

   

  From ***************************--I  have responded to your letter of February 22, 2023 as I didn't receive it until two days ago.  I have sent additional information. What is my next step?

   

   

  Customer Answer

  Date: 03/16/2024

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

  I have called Milgard numerous times but have not received any help.  I have been told that my windows are not guaranteed.  However, I see on 

  Next Door Neighbor that many consumers are having their windows replaced due to this problem.

   

   

• Initial Complaint

  Date:02/16/2024

  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.

  On March 10, 2023, I reported wind noise emitting from a glass door that had been purchased from Milgard as part of a home renovation project. On August 4, 2023, a Milgard technician arrived, made adjustments to the door, and said the problem was resolved. On February 9, 2024, I reported to Milgard, via email, that the problem still existed. On February 16, 2024, I received an email stating, This is not something that Milgard would send out a technician to service.

  Business Response

  Date: 02/20/2024

  Good morning,

  Can you please provide your case# so I can pull this up on our end. From there I will be able to discuss your issue with our regional service manager and work on getting this corrected.

  Best,

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

  Customer Answer

  Date: 02/20/2024

  Thank you for your response, *******. The most recently assigned Milgard case number is ********. I would like to share the following additional background information with you. I have been an exclusive Milgard customer for window and glass door products for over 20 years.  Every window and glass door I have purchased has been a Milgard product.  As a result of my experiences with Milgard products and services, I have been an advocate for Milgard products.  In September 2021, I purchased two additional ******* sliding glass doors, each 14 feet in length, as part of an additional renovation project.  I selected and purchased these doors because of their published warranty, Full Lifetime Warranty Including Parts And Labor.
  
  
  In March 2023, we experienced strong winds and rain.  During intermittent gusts of strong wind, a loud noise emitted from one of the ******* sliding glass doors.  I submitted a service request to Milgard on
  March 10, 2023 (Case Number ********); however, I received no response from Milgard.  I submitted subsequent service requests and again received no response from Milgard. On April 15, 2023, I received an email from Milgard indicating that I needed to submit a video recording of the wind noise coming through the door.  Due to the intermittent nature of the wind sound, I was unable to obtain a video recording of the wind noise.  After several additional attempts to obtain service from Milgard, a Milgard technician arrived on August 4, 2023. The technician made adjustments to the door and informed me that the problem was resolved. On February 9, 2024, after another storm, I informed Milgard, via email, that the problem still existed and provided a video recording of the sound emitting from the glass door (Case Number ********). On February 16, 2024, I received an email stating, This is not something that Milgard would send out a technician to service.
  
  
  Milgard's failure to respond to this service request is disappointing and unacceptable.  Before initiating any other writings or responses to this issue, I decided to submit a complaint to the Better Business Bureau. Thank you again for your response and consideration,*******.
  
  
  *************************
  ************************************************************************;95758
  ************
  
  

  Business Response

  Date: 03/12/2024

  Hello,

  After looking through our case files, it seems that you should be able to adjust the rollers to assist with the weatherproofing on the door. This video can be found here.

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

  If adjusting the rollers does not help, we will need a recording of the wind so we can better determine another area where there could be a breach.

  Best,

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

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21306350
  
  I am rejecting this response because:

  As previously stated, a Milgard technician responded to my residence on August 4, 2023, and made the advised adjustment to the door. This effort was unsuccessful and did not resolve the problem.  It is not reasonable to suggest that I am capable of providing a better adjustment to the door than the Milgard technician.  On February 9, 2024, after another storm, I informed Milgard, via email, that the problem still existed and provided a video and audio recording of the sound emitting from the glass door (Case Number ********). Due to the limitations associated with file size, I am unable to attach the previously provided video and audio recording that was captured on February 4, 2024, and provided to Milgard on February 9, 2024, to this response.
  
  
  After 24 years of utilizing Milgard windows and doors, it is disappointing that my latest purchase and installation of Milgard doors has not been supported.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/26/2024

  Hello,

  I will request our service team to take another look at this case, I've contacted our service manager in your area to see if we can make it our your way soon.

  Thanks!

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

• Initial Complaint

  Date:02/09/2024

  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.

  My original submittal for a warranty claim on my windows was on Nov. 23, 2023. The claim was submitted online using Milgards online claim form. I immediately received an automated reply that confirmed that they received my claim and would process my claim. I sent various emails over the next few weeks to follow up. On December 4, 2023 I received a voice mail that the warranty on the windows had expired. The voice mail explained that the warranty began on the day that the windows were manufactured (June 2013) and the 10 year period was over. The warranty clearly states the following:The Warranty starts on the date of purchase of the Home as new construction or the installation of Milgard windows, doors or skylights in the Home as replacements (Start Date) and remains effective as long as the Original Purchaser owns the Home. In addition, if the Original Purchaser sells the home before ten (10) years has elapsed after the Start Date, Milgard will automatically extend full coverage under this Warranty to the new owner(s) of the Home and any subsequent owners, until the tenth (10th) anniversary of the Start DateThe original date of closing of the newly constructed house was in 2014. I am the second owner and I bought the house in early 2018. Two things are clear. The first is that as second owner of the house the warranty covers me. The second is that the warranty period extends into ****, therefore I have a valid warranty claim that Milgard is refusing to honor (I made my claim in 2023).

  Business Response

  Date: 02/20/2024

  Good morning,

  It appears that you should be covered under our 10 year warranty. I've reached out to the service manager in your region to get this squared away.

  Best,

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

  Customer Answer

  Date: 02/20/2024

   
  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:02/07/2024

  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 offers a lifetime warranty on their windows. One of their windows broke, we submitted a repair request in January and were told that the earliest they could schedule a technician is ***** The window is not functional, leaving us an open window in the middle of winter. We asked Milgard to reimburse us for the repair, they are refusing. This is not a lifetime warranty, therefore their marketing claims are deceitful.

  Business Response

  Date: 02/12/2024

  Hello,

  Can you please send me your case# that you received when opening the issue? I will put in a request that you are moved up on our schedule if at all possible.

  Best,

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

• Initial Complaint

  Date:02/01/2024

  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.

  I purchased 2-96"x60" Milgard windows in 8/23. Window were installed in my family room in 10/23. 1 of the 2 windows has condensation on the outside of the window after rains and sometimes there is condensation several days after rain. (Where I live in ******* it does not rain much, but condensation appears after a rain). I completed an online complaint on 12/04/2023 with pictures and received a respondence from Milgard the same day and a complaint was issued a case #********. I then received a response from the Milgard **************** Team stating, "you could apply a rain x product to the exterior portion of the glass to help with the exterior condensation build up". I responded to Milgard asking why I would use a aftermarket product on my new window. I did not receive a response. I then posted, on 01/01/24 an online review of my windows stating I like the windows, but the condensation was unacceptable to me. On 01/04/24 '****************** Marketing' of Milgard responded to my review stating in part, "I have your case number and am in contact with our service team on your behalf". I waited for a response from the service team, but did not receive one. On 01/12/24 I called Milgard and they told me they could not put in a repair order until a supervisor approved the work, and told me to call back in a week. On 01/19/24 I called Milgard and talked with ****, who talked to a supervisor and the supervisor told her they would not replace the window because condensation is normal. So I am filing a complaint with BBB. To repeat, I had two exact same window installed in the same room. One window get condensation, the other does not. This happens during the day and sometimes overnight, just on the one window. All I am asking is to have the window that has condensation replaced. The window I have is considered a 'double vent model'. Each window has 3 window sections, with two windows I have 6 sections. Only 1, of the 6 sections show condensation. Please replace that section. Thanks

  Business Response

  Date: 02/07/2024

  Hello,

  Condensation on our windows is normal and is described in the linked article. It just depends where the window is in the home, which is why the homeowner is experiencing condensation on only one of the windows.

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

  Thanks,

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

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21231659
  
  I am rejecting this response because: I did read the information concerning fogging of the window. Even though I somewhat understand the reasons for fogging, I do not understand why only one window pane of six fogs up. There has been rain several times since this complaint and the window still fogs; no matter what the temperature. I would still like the window pane replaced. Thanks 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/29/2024

  Hello,

  **** has been in contact with our team and is aware that there is no further action we can take on our end. Screenshot shows logged calls with our service team.

  Thanks,

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

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21231659
  
  I am rejecting this response because:

  The first response from Milgard though the BBB was the fogging of the window was normal and sent me a link to Milgard website explaining the fogging. I rejected the response because the fogging happens at all temperatures. 

  Now the second response if just a Milgard record of my conversation with the service rep. I do not dispute the conservation as noted in the file. There is no resolution offered by Milgard. 

  I will state again the reason I would like the one window pane replaced. I had two identical windows installed in one room in my house. Each window has three sections; two slider window and a fixed pane in the middle. There are a total of 6 panes of glass that is filled with the gas for efficiency. Only one window of the six is fogging. The window fogs after rains, no matter if the temp outside is 70 degrees or as low as 40 degrees. Why do not any of the other windows fog? Window fogs at all temps after a rain and even the day after it rains.

  I would like that window pane replaced that is fogging. 

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