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:01/30/2024
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 Jan.4, 2023 contacted Milgard about defected windows installed tn my home through Homeworks a contractor in Oahu ******. Milgard sent an installer to replace defective window panes.....only to be informed on that date the windows were not ordered correctly (wrong measurements of windows were sent)....On March 7, 2023 called to check on windows and ************* said they didnt come in yet but would probably be installed in December I asked to please check measurements of windows...on Dec. 7m 2023 called **** at **** talked to **** to reschedule install....on 1/18/2024 ******** came at **** again wrong glass (panes) were brought...this is the third time I had to cancel an appointment to wait for the wrong windows to be installed...now need to wait to have these window panes cut and shipped another 6 months
Business Response
Date: 02/02/2024
Hello,
I have contacted our team and requested we expedite this process in order to get you your product at quick as possible.
Best,
******************
Initial Complaint
Date:01/16/2024
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.
My wife and I purchased our house in ************ in June 2023 and soon recognized that some of the windows looked dirty. I attempted to clean then to recognize that the discoloration was inside of the window (Looks like fingerprints) I reached out to Milguard twice and they stated that because we were not the original owners, our warranty is limited and therefore not covered. We have discussed this with our neighbour's, who are original owners, who also have the same issue and Milguard is rectifying their window problems. We have asked ******** to do the right thing and replace faulty windows that they made regardless of house ownership. They refuse to rectify this problem.
Business Response
Date: 01/23/2024
Hello,
Our warranty is not transferrable, in so it only covers the homeowners that initially purchased the windows. However, if you can send me over your case#, I will be happy to send this over to our service department for further review.
Thanks!
******************
Customer Answer
Date: 01/24/2024

Complaint: 21153537

I am rejecting this response because:
See attached word document (FEERO_Case_06335152)

Sincerely,

*********************
Business Response
Date: 02/02/2024
Hello,
We have worked with our service team on this issue and have determined that this is not covered by the warranty. There is nothing else we can do on our end.
Best,
******************
Customer Answer
Date: 02/07/2024

Complaint: 21153537

I am rejecting this response because;
On January 24, **** I compiled an email addressing my concern with our windows and went into great length to explain the issue and your response is,
"Hello,
We have worked with our service team on this issue and have determined that this is not covered by the warranty. There is nothing else we can do on our end.
Best,
******************"
I am not sure that you understand my concerns and wish to have this communication escalated to the management level for your customer service team is inadequate with resolving this issue. Upon further investigation on my part, I have found that many homes in our area suffer from the same window problem and problematic window issue is starting to become evident now. I find it difficult to understand that your company offers a lifetime warranty with the windows but as soon as the house sells under new ownership, Milgard is absolved from this issue?. If this is the problem, Milgard had a moral and legal responsibility to report this issue to the companies/businesses and the public that they are selling inadequate windows.. I am presently in the process of reaching out to www.trade.gov and **************** for assistance
Again, your response in correcting this issue is paramount.

Sincerely,

*********************
Initial Complaint
Date:01/10/2024
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 built an addition on my home about 5 years ago and about 6 months ago a large Milgard window in the addition failed, causing a hazy appearance. When I first contacted Milgard It took them months to respond saying they would replace it but after 6 months they finally send out a representative who told me I had to provide scaffolding for their workers. The bid for scaffolding was over $1800 which is more than the value of a new window, so I'm not going to do that. Milgard has wasted my time and clearly won't stand by their work. Why would I spend over $1800 to get another Milgard window installed that probably won't last any longer than the last one. I've asked them to refund me whatever the cost of that window would be if I bought it today so I can use the money to go buy a quality window from a more reputable manufacturer.
Business Response
Date: 01/15/2024
First and foremost, I want to extend my sincerest apologies for the frustrations and inconvenience you have experienced with your Milgard window and the service you received. It is clear from your message that we have not met the high standards of customer service and product quality that ********************** strives to uphold. Please allow me to address your concerns directly.
Regarding the delay in response and the subsequent service issues, this is not the level of efficiency and customer care we aim to provide. We understand that your time is valuable, and it's disappointing to hear that we have not lived up to your expectations in this regard.
Concerning the requirement for scaffolding, it is standard for us to request that the necessary access be provided for our installation team to safely and effectively perform their work. However, we recognize that the cost youve been quoted for scaffolding is significant and seems disproportionate to the value of the window replacement. I will get in contact with our service managers and work to a resolution on this issue.
I will have our service team get back in touch with you to try to reach a settlement.
Best,
******************
Customer Answer
Date: 01/15/2024

Complaint: 21117544

I am rejecting this response because:
Talk is cheap. If it takes them another 6 months to respond I will continue to have to look through their failed window. So far their responsiveness has been terrible so why would I accept this from them. Anything less than hearing back from them within 3 business days (this week) will be unacceptable. I have already requested bids for a replacement window from 3 other companies who have already responded - they've come to my home and taken measurements. Let's see how or if Milgard performs in support of their products. I should not have to file a complaint with the BBB to get them to stand behind their products.

Sincerely,

***************************
Business Response
Date: 01/25/2024
Hello,
You should be receiving a call from our regional service area today.
Best,
******************
Customer Answer
Date: 01/25/2024
I will wait for their call. In the past - since this began - Milgard has been very unreliable in reaching back out to me, so I don't have high expectations. Also, I work during the day and they have my cell phone number. I prefer that they schedule a call with me as I may not be able to answer whenever they call. I am currently available to until about 11 am, and then again after 4 pm and until 6pm. Hopefully they will call in those windows for the highest possibility that I am available.
Thanks, ***
Customer Answer
Date: 02/02/2024
I never received the call they said was going to happen that day. This is typical behavior from Milgard. They are clearly not an honorable company. Is there anything more BBB can do?
Business Response
Date: 02/07/2024
Hello,
I have been working with our service manager on this. In order for our team to perform work, the homeowner must make the area easily accessible. In this case, for the work to be performed safely, the homeowner needs to provide scaffolding, which we do not provide and is written out for the homeowner. He is refusing to accept this as an answer.
Thanks,
****************
Business Response
Date: 02/13/2024
I've checked the records on this and realize that nobody has reached out. I have sent a follow up to the service manager as well as notified my boss that this issue is still on the table in order to work out a resolution.
Best,
******************
Customer Answer
Date: 02/20/2024
*******,
I've copied your email into this response. Please know that I did respond that this complaint definitely HAD NOT been resolved. Milgard has been very unresponsive. They said they would get right back to me but never ever did...which is in line with all of their prior behavior. They are very disreputable. I've been waiting to hear from them and let you know that I was waiting. But they NEVER EVER responded. I would appreciate if BBB would do a better job of following up with companies like Milgard that pretend they are being responsive but then do nothing and clearly hope that the complaint will just go away after a couple months. This is extremely frustrating and I fear I will need to go to the media or something. I really hope that this is not SOP for BBB. Please follow up with Milgard and pressure them to do the right thing.
***

Re: ID # ********- **********************

Dear ***************************,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: 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.

Please know that BBB is always available to discuss your case and review additional information.

Sincerely,
*********************;
Resolutions Coordinator

Business Response
Date: 03/04/2024
Hello,
In order for our team to perform work, the homeowner must make the area easily accessible. In this case, for the work to be performed safely, the homeowner needs to provide scaffolding, which we do not provide and has been explained on numerous occasions to the homeowner. He is refusing to accept this as an answer and we cannot provide any additional support for this resolution.

Thanks,
Nick Board
Customer Answer
Date: 03/11/2024

Complaint: 21117544

I am rejecting this response because: the cost of renting the scaffolding is more expensive than the window would be. This window was installed only about 4 years ago. I have zero guarantee or confidence that the new window would last any longer than the first one, so why would I pay for scaffolding - more than the window - every 4 years? If Milgard cannot stand behind their poor quality workmanship enough to replace the window at no cost to me I will replace it with another manufacturer's window who will. I already have 2 quotes from others who do guarantee their work. Milgard's refusal to replace the window at no cost to me demonstrates their low standards and if they continue to refuse to ACTUALLY stand behind their work rather than just SAY they stand behind their work, I will not accept this response and I will inform the media and everyone I know about their low standards.

Sincerely,

***************************
Customer Answer
Date: 03/11/2024
In addition to my response from earlier today, I'd like to point out that Milgard consistently takes MONTHS to respond. They say they are responsive but actions speak far louder than their empty words. They are clearly playing a waiting game, hoping I will give up - and I will - but I will in fact contact media and every contractor I know to let them all know this is standard practice for Milgard. The other 2 bids I've received offer 10 year and lifetime warranty, respectively, with no requirement to provide scaffolding. So this is clearly a low quality standard operating procedure for Milgard. Bottom of the barrel operation in my experience.
Customer Answer
Date: 03/16/2024
This business, Milgard, uses stall tactics hoping to wear me out. I would NEVER replace this poor quality window with ANOTHER poor quality window from this manufacturer. They need to refund me whatever the cost of this window was so I can go buy another window from a reputable manufacturer. I'm beginning to think BBB is more interested in protecting businesses rather than consumers. Are you, the BBB, actually complicit in this behavior? I expect to hear back much sooner than every couple of months from you. Do you actually ever get anything resolved?
Extremely disappointing follow up from BBB and certainly from Milgard.
Initial Complaint
Date:01/10/2024
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 Sep 8th, 2023, we placed an order to Milgard at ********** for 20+ windows and several doors including a French Door. For the French Door, we paid $3039.47 plus tax.When the door arrived in November, 2023, it appears to be really poor quality with multiple issues. We have created a case with Milgard. They asked us to install the door, which we paid for contractors to do, and then Milgard sent service crew to look at the issues, who were able to mitigate some problems, but they suggested that they cannot do anything with the poor build quality and some issues [1] for the door. They asked us to follow up with Milgard directly for the poor quality issue.Since then, we have called Milgard customer service, and ************************** store manager has been helping ** contact Milgard regarding this. However, we weren't successful at getting any help or attention from Milgard.We have spent thousands on the door and the labor to install it, but now we have a door that we cannot live with. Please help us.[1] Please find attachment for pictures of these issues.1. The lock bar is not leveled to door.2. The door handles are not leveled.3. The two doors are not leveled even after Milgards adjustment.4. Even for one panel of the door, its not leveled.
Business Response
Date: 01/15/2024
Hi ***,
Can you send me your case# that you were originally given? I will be more than happy to look into this for you!
Best,
******************
Customer Answer
Date: 02/06/2024
My name is ***************** and I'm following up on the complaint with ID ********. I'm sorry the correspondence arrived late in the mail and I just received them now. Could you please keep my case open?

This issue is definitely NOT resolved by Milgard. To answer *******'s question, the original Milgard case number was ********. I was told this was resolved by Milgard with them being able to fix one of the issues. For the quality issue, we were told by Milgard's crew to follow up with the sales channel and the case won't help us. We have been following up with *******, WA ************ manager for that. I have followed up to see if he has a case number for it, and I expect to provide an update early next week.

Could you please update my case to include my email in the case to expedite the correspondence? I'm sorry for not filling that out initially. My email address is ******************* Please let me know if you have any questions.

Thank you,
***
Business Response
Date: 02/07/2024
Hi ***,
I send this information over to our service manager and will work on getting this issue settled for you!
Best,
******************
Customer Answer
Date: 02/07/2024

Complaint: 21113025

I am rejecting this response because:
Thank you for your effort. There is no resolution yet and I have to take action within 7 days for the system. My options are either to resolve the case or reject. Given that there is no resolution at all yet, I am proceeding with reject for now.

Sincerely,

*****************
Business Response
Date: 03/04/2024
Good morning,
I would like to sincerely apologize for this delay. I am working with my service team on getting a crew member out to assist and take another look at leveling out your doors. They have this case closed on our end so I am working my way up the ladder to get it reopened for you.
Best,
******************
Customer Answer
Date: 03/10/2024

Complaint: 21113025

I am rejecting this response because:
Thanks for the correspondence. I have not received any follow up from anyone and my reply window is expiring. I have to reject this because so far everything is only talking for the past half year. It doesn't seem like anyone cares from Milgard.
This has been our whole experience working with Milgard, whether directly or indirectly with *********** They are not responsive, and whenever we keep escalating and getting someone to reply they only talk and there is no action at all.
This is now taking too much time and effort. We have no confidence in Milgard customer service at all. Please resolve ASAP. If you cannot, please share how I can help escalate this issue. This is taking too much of our time at this point.
Sincerely,
*****************
Business Response
Date: 03/19/2024
Good morning,
This case was closed on our end since we had a service technician come and adjust. I have requested your case be opened back up and am working on getting you a new service appointment.
Best,
******************
Customer Answer
Date: 03/19/2024

Complaint: 21113025

I am rejecting this response because:
No one has reached out after so many days and so many responses from Millars

Sincerely,

*****************
Business Response
Date: 04/02/2024
Hello,
Requesting this case remains open as our service team is working through a few issues with it as we work toward a resolution.
Thanks,
******************
Customer Answer
Date: 04/17/2024

Complaint: 21113025

I am rejecting this response because:
I havent received any solution, or any path to solution from Milgard.

Sincerely,

*****************
Business Response
Date: 01/03/2025
According to my service team this was complete on 8/28/2024
Customer Answer
Date: 01/03/2025

Complaint: 21113025

I am rejecting this response because:
They couldn't fix them on their visits and asked us to contact the vendor directly. We contacted *************** to you and couldn't get timely correspondence to help address this. So none of the issues listed are resolved and we still need help.
Sincerely,

*** *****
Business Response
Date: 01/27/2025
I will reach out to our representative at ********** and work to move this along for you
Initial Complaint
Date:01/03/2024
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 a home purchased by ** in Sep. 2009. The home was constructed starting 2005/2006 and probably completed 2007/2008. The builder took out a loan for the home construction. Given 2007 - 2009 was a major recession especially for homes, the builder could not sell the home and instead lived in it while trying to sell it. Eventually the bank (Chase) foreclosed on the property in May 2009. Many of our Milgard windows have failed (foggy inside). Milgard says that since I am not the original owner they will not honor their replacement warranty. Given I am the true first owner (not the builder) this is just Milgard trying to avoid the expense of replacing their windows (I have a dozen that have failed). Two issues: 1) quality of the windows is poor given the number of experienced failures, 2) failure to honor lifetime warranty with a technicality that isn't accurate.
Business Response
Date: 01/04/2024
Hi ****,
Can you please send over the service request number that you received for you case? I would be happy to look into this for you and see what's possible moving forward.
Thanks!
******************
Customer Answer
Date: 01/05/2024
Hello *******. Thank you for reaching out. Here are the claim numbers for our activity on this home:
04697931 Original for large bedroom window which was replaced.
05063730 Follow up from above after service tech recommended additional failed windows. Rejected.
06321503 Re-submitted with just two of the windows from above as they are used most frequently and due to failures obstruct views substantially. Rejected.
06323705 Not sure. Looks to be for just the one large window from above that had actually been replaced once under warranty. No response.
I have other info that I can send/attach to you if you would like. I believe my contact info should be in the case numbers.
Customer Answer
Date: 01/10/2024
Two photos of one of the failed windows. One from inside the house, one from outside. Thanks.
Customer Answer
Date: 01/10/2024

Complaint: 21091716

I am rejecting this response because: It was a request for more information. I have supplied that information.

Sincerely,

*************************
Customer Answer
Date: 01/17/2024
I've posted this before, but here are the service numbers:
Hello Brenden. Thank you for reaching out. Here are the claim numbers for our activity on this home:
04697931 Original for large bedroom window which was replaced.
05063730 Follow up from above after service tech recommended additional failed windows. Rejected.
06321503 Re-submitted with just two of the windows from above as they are used most frequently and due to failures obstruct views substantially. Rejected.
06323705 Not sure. Looks to be for just the one large window from above that had actually been replaced once under warranty. No response.
Business Response
Date: 01/25/2024
Hi ****,
I contacted our regional service manager and our after sale warranty manager and requested they take a look and reach out to you about these issues.
Best,
****************
Customer Answer
Date: 01/26/2024

Complaint: 21091716

This is not a rejection, just to say thank you for your response and I look forward to hearing from the individual's you forwarded this onto. Case remains open,

Sincerely,

*************************
Business Response
Date: 02/02/2024
Hi ****,
I wanted to follow up and see if you heard back from our team in your area?
Best,
******************
Customer Answer
Date: 02/02/2024

Complaint: 21091716

I am rejecting this response because:
I have to reject to keep the case open. I was asked if I had heard from the local team on my case, and I have not heard anything to date. I don't know if this interaction is publicly viewable, so I am reluctant to post my phone or email here, but they should be in my case files referenced earlier.
Sincerely,

*************************
Business Response
Date: 02/13/2024
Hello,
The homeowner is aware that because he is not the original homeowner, his window is not covered under our warranty and was provided with this information.
At this time, there is nothing further to complete on our end.
Thanks,
******************
Business Response
Date: 02/20/2024
Hello,
We have worked closely with our service team and have determined that this is not covered by the warranty as our warranty only covers the first homeowner.
Best,
******************
Customer Answer
Date: 02/20/2024

Complaint: 21091716

I am rejecting this response because we dispute the claim that we are not the first homeowner. See below for why:
The Milgard service team that I contacted has stated that I am not the original homeowner, and that the transferrable portion of the warranty has expired. The house in question, in ******* **, was built in 2006 by the contractor/builder. As the real-estate market was entering the recession at that time, the builder decided to reside in the house while completing it and trying to sell it due to the financial environment. As the builder could not obtain the needed sale price for the home he stopped paying on the loans (I believe not sure of the exact details here) and the bank re-possessed the home from which we purchased it in 2009 in a foreclosure sale. Thus while the builder did live there for a period of time, it was circumstantial while the home was completed and put up for sale. If you look further, this builder built other homes in the same neighborhood prior to this one. We have owned the home since September, 2009 and are the first real owners past the builder and bank. Additionally, the final building permit was never issued on the home before we moved in, and around 2014 we were notified we needed to complete various items to obtain the final on the permit. We completed those items and were given the final on the permit on 10/2/2014.

Thus Milgard claiming they have no responsibility as the warranty only covers the first homeowner is hiding behind a loophole. Not sure why any builder could not be considered the first homeowner under this claim.

Take a look at the attached photos of some of the failed windows. My guidance is that anyone looking for a quality window look elsewhere, and read the warranty carefully.

Sincerely,

*************************
Initial Complaint
Date:12/31/2023
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.
For several months I have been complaining about my defective Milgard window I have had two technicians look at the window and they both had different opinions on what the problem is first one suggested we needed to caulk the window which we had receipt of repair was sent along with photos of damage on my walls to the company. Second technician had a different opinion that window needed to be removed and resealed also was told to clean weep holes. The window is defective every time it rains it leaks our windows has a lifetime guarantee but they keep giving me the runaround that it is not defective. we have had a several issue back in 2015 with other windows it took many months to get a replacement. This time they refused to replace a defective window I would like this issue resolved.
Business Response
Date: 01/02/2024
Hi *****,
On behalf our our service team, I would like to apologize for the hassle getting your window fixed has caused.
Can you please send me over the case# that you received for this and I will be more than happy to look into getting this solved for you!
Best,
******************
Customer Answer
Date: 01/03/2024
CAsE # ********
Customer Answer
Date: 01/03/2024
CASE #******** this is the case #that was assigned to my complaint
Business Response
Date: 01/25/2024
Hi *****,
I've escalated your case to our regional service manager, requesting they contact you to reach a resolution.
Best,
******************
Customer Answer
Date: 01/28/2024
Still have not heard from Milgard thank you **************** for your attention to this matter
Business Response
Date: 02/12/2024
Hello,
I have been working closely with our service team on the issue and it appears that this is an install issue and the contractor that installed the windows needs to be called to correct this. At this time there is nothing to do on our part.
Best,
******************
Customer Answer
Date: 02/15/2024
I have done everything I could on my part I had the windows professionally caulk and sealed all around and it continues to leak because the windows are DEFECTIVE . just like the previous once they had replaced back in 2015 when they guaranteed my warranty now the same issue and they refused to honor it. It is not an installation problem which is their excuse plain and simple the windows are defective. I do not know what else to do when a company like Milgard cannot honor their warranty.
Customer Answer
Date: 02/23/2024
Hello *******.. I did respond on February 15th please check your records regarding my complaint
Thank you *********************
Initial Complaint
Date:12/28/2023
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 windows from Milgard window company in *********** and have professionally installed during commercial building exterior remodel,. Was given a lifetime warranty document (mine were commercial windows), but the actual document said lifetime warranty for residential windows, found out later it was only 10 years for commercial windows. Windows continue to fail and leak inside gas causing striations and other visual degradation requiring replacement.Would never do business with Milgard again.
Business Response
Date: 01/02/2024
Hi ******,
We would like to sincerely apologize about the misunderstand between you and your dealer. May I ask who you went through for these windows as we would like to follow up with them.
Additionally, did you receive a case# when you inquired about getting the failed windows replaced? I would be happy to look further into this for you.
Best,
******************
Initial Complaint
Date:12/27/2023
Type:Product 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.
This complaint is about the failure of Milgard Windows to provide a rebate under promotion FALLSAVINGS, as advertised. In October 2023, I purchased 9 Milgard ******* windows through Jons Windows and Awnings in *******, **********. After installation of the windows, I submitted, online, a request for a $360 rebate. This was to be given in the form of an Amazon gift card. I never received notification via email that the gift card was granted. I also submitted, online, via their website, a request on status. I did this several times prior to December 15, 2023. I never received any notification of any kind on the original rebate or the requests for status of the rebate. I would really like to get my $360 gift card for Amazon. The order number for the windows is *******. The amount I paid **** Windows and Awnings is given below. The cost of the windows was not broken out separately.
Business Response
Date: 01/02/2024
Hi *****,
I have taken your information and sent an inquiry to our rebate team. I will look to get this resolved in a timely fashion for you.
Best,
******************
Customer Answer
Date: 01/10/2024
BBB,
While I received a response from the company that they were looking into the matter, I still have not received my rebate, Amazon gift card. Therefore, I do not consider the matter resolved. Thank you.
Business Response
Date: 01/23/2024
Hi *****,
Please keep me updated on this. If nothing comes through, I will poke back at our rebate team but I assure you we will get it distributed.
Best,
******************
Initial Complaint
Date:12/19/2023
Type:Delivery 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 Milgard patio ************* products through Lowes on Sunday Oct 22, 2023 PO#*********&74. I ordered 3 ultra C650 fiberglass French doors with the Vintage 1 -1/8 grids. However, there is a discrepancy between the interior and exterior grids. All 3 patio doors have the Vintage 1-1/8 grid on the interior side of the door and a basic standard grid (like the "legacy" style) on the exterior of the door. I reached out to Lowes and Milgard is informing them this is how the grids are manufactured, because of wood material on the inside and fiberglass on the outside. I reached out to Milgard and I'm being informed, that they come this way. Milgard states I placed an order for the Vintage 1-1/8 grid and I received the Vintage 1-1/8 grids. Technically, I did not receive a complete order of the Vintage 1-1/8 grids, I received partial order. This is where the real issue is, Milgard is not transparent with the consumer on their website, disclosures or catalog informing them about the product not matching the exterior grids. They entice the consumer and tell them they have a choice of style, but no where do they disclose Milgard only provides one exterior grid style. AND no where on the Lowes software that is in sync with Milgard software, disclose to the consumer that all exterior grids come basic and will not match the interior. I never signed off on this. I have attached photos of ******************* grid on my doors, screenshots of the website & grid options. If you look at the shadow of the grid, behind the glass - it simulated to replicate both ******************* grid to create a real traditional colonial look. I spent a lot of money on the fiberglass patio doors, because I believed I was getting quality. Milgard has no business offering an architectural style grid on the inside & out, as promised on their website, if their fiberglass machinery can't replicate to match. It is deceptive, misleading and false advertisement.
Business Response
Date: 12/20/2023
Hello-
Our service team notified ** yesterday of the discrepancy of the website versus the product you received. We are looking into the imagery on the website and the engineering drawings to ensure we depict our product offering as best as possible on the website. We encourage you to continue working with the service team to resolve this matter.
-******************
Customer Answer
Date: 12/20/2023

Updating the website only helps consumers from here & after. This does not help me, as I was not informed about it and would like a refund of $3000, which is more than fair considering I bought the doors under the impression the grids would replicate to match inside and outside.

Business Response
Date: 01/05/2024
Hi *****,
I've reached out to our customer service manager to see how we can assist with this issue. We are working diligently to get this solved for you.
Our customer service manager was given your contact information, you should be hearing from her.
Best,
******************
Customer Answer
Date: 01/08/2024

Complaint: 21030387

I am rejecting this response because: I asked for $3000 back (which is more than fair) and was offered $300 as a resolution to doors I never ordered or approved of. No where on your website or catalog is it disclosed that the consumer will only receive the architectural grids they ordered on the interior of doors and plain ordinary grids on the exterior. Milgard does not publicly disclose their **************** doors come with non matching grids. I never signed off on this.
Furthermore, I paid for delivery of all 4 doors to be delivered at the job site, but *********** Milgard decided to have 2-6x8 heavy fiberglass patio doors delivered to Lowes. Which created a bigger mess for me to pay for help & truck rental for the door to be delivered at the job site. That alone cost me $300. I didn't bring up other issues I had with Milgard. The glass on the doors have some kind of painted spec lines, and the threshold has a pine wood plank on the front, while the rest is black. I was willing to let those slide, but the public should know about these additional details that are misleading advertisements in Milgard photos & descriptions on Milgard website & catalogs.
I am requesting $3000 and ask Milgard to reconsider this request to make things right.
Thank you.

Sincerely,

*************************
Initial Complaint
Date:12/14/2023
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 a lifetime warranty on my Milgard windows. I initiated a warranty claim on 9/27/2023 for a window repair. A Milgard technician visited my home on 10/24 and broke my window frame and glass pane in the process of trying to fix the window. He told me that Milgard would have to make a new window to replace this broken window but he didnt know when it would be installed since Milgard did not have employees in ********* any longer. He had driven in from ********** to complete some service calls. Milgard finally scheduled me for a window replacement on 12/12/23. On 12/12/23, I called the **************** line to request my 2 hour time window and they told me that no one was coming to the appointment. I asked when it would be rescheduled and they said they did not know. I asked why I wasnt notified of the appointment cancellation and they had no reason. I am still waiting for a call back with a new confirmed appointment time. They now tell me the window is scheduled to be made on 12/18 and may send someone on 1/30. I believe that Milgard is not honoring this warranty claim by avoiding their responsibilities for this warranty repair. I am asking for a timely resolution and replacement window as per their warranty.Case #********
Business Response
Date: 12/15/2023
Hi ******,
I just sent this over to our service manager requesting that we put you on a list for a closer date and asking her to give you a call.
Best,
******************
Customer Answer
Date: 12/19/2023

Complaint: 21009730

I am rejecting this response because as of Tuesday (12/19) afternoon I am still waiting for a return call from Milgard to schedule a repair date. They have not contacted me as promised.

Sincerely,

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

Business Response
Date: 12/20/2023
Hi ******,
My records show that you were contacted by ********* yesterday. If this is not the case, please let me know and I will reach back out to our service team
-******************
Customer Answer
Date: 12/21/2023

Complaint: 21009730

I am rejecting this response because I have not been contacted by Milgard to schedule an appointment as stated in Milgards response.

Sincerely,

***************************
Business Response
Date: 01/05/2024
Hello,
I've spoken with our service team, we have you on the schedule for 1/30. This is the earliest date that we can service your product.
At this time, there is no further action we can take.
Best,
******************
Customer Answer
Date: 01/08/2024

Complaint: 21009730

I am rejecting this response because this is a poor customer service response to a window that was broken by a *************** Milgard technician. This warranty claim was originally filed more than 90 days ago and my scheduled appointment is still more than 3 weeks away.

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

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