Complaints

This profile includes complaints for Milgard Windows and Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Milgard Windows and Doors

  1498 Pacific Ave Ste 400 Tacoma, WA 98402

• 

  Milgard Windows and Doors

  965 54th Ave E Fife, WA 98424-2729

• 

  Milgard Manufacturing Incorporated

  26879 Diaz Rd Temecula, CA 92590-3470

• 

  Milgard Windows and Doors

  425 Sun City Blvd Lincoln, CA 95648

• 

  Milgard Windows and Doors

  1989 S 4130 W Salt Lake City, UT 84104-4847

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/14/2023

  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 ordered 5 big Milgard windows and a door from HomeDepot, received in late July this year. After windows were installed, we found out windows were too hard to open/close. When windows were closed, the movable panels were not in parallel with window frame. My finger was jammed to bleeding once in smartLock when trying to slide window. My contractor told me all windows should be returned, mainly because the frame material is too soft to support heavy temper glass. Milgard support sent technicians several times to inspect, everyone recognized manufacture defects on all windows and some people suggested me to return them, even told me it's not the right frame to use for those heavy windows, just like my contractor said. Since windows were installed we couldn't return through HomeDepot. Finally on 8/28 Milgard sent two guys to fix the movable panel issues, however problems are still not fully solved. Bottoms of window are level, but whole things are not square and plumb. My concern is, all these "not plumb, square, in parallel" issues combined with soft frame material, may cause sliding issue in future. They put some lubricant to help windows slide smoother and taught me how to use two hands to open/close windows. It did get improved, but I would be disappointed if I expect what they promise on their website: "V300 Trinsic Series horizontal sliding windows open and close easily without protruding into exterior walkways. ...... SmartTouch makes it easy to unlock and open your window with a single motion." After the fix I followed up with pictures about defects, there's no response so far. The lady in HomeDepot saw the pictures after fix, considered those were huge gaps, but Milgard told her I need to wait for support on next step. The City inspection has been delayed by 2 months because of windows issues, let alone the negative impact on my personal life. I hope Milgard replace windows with stronger frames ASAP before we install lath and stucco. Thanks!

  Customer Answer

  Date: 09/16/2023

  Milgard support Case# is 06254773

   

  Business Response

  Date: 09/19/2023

  Hello-

  I am sorry to hear you have had some challenges with your V300 Doors. Could you please share your case number so I may explore this further with our service team?

  -*******

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20608147
  
  *************** to the request of case number: Case#********
  
  Sincerely,
  
  ****************

  Business Response

  Date: 09/21/2023

  Hello-

  In reviewing your case, it has been escalated. Service techs are scheduled to visit on 9/23 regarding the hourglass concern and address other listed concerns. Please let me know if I can assist further.

   

  Regards,

  *******

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20608147
  
  I appreciate the effort for escalation,  Milgard support finally sent two guys today to look the problems. two window gaps look better after they adjusted wheels in the movable panels. However for the ones they are not able to fix, they blamed contractor not be able to install windows level, plumb and square. The support lady ******* told me in the beginning, windows must be level, plumb and square itself before installation, that makes sense to me. Once windows level, the contractor can't do anything to make windows plumb and square. Finally they removed all glasses from three windows and asked my contractor to twist around the window frame, it's just proving their frames are too soft. They called it "curtesy", I believe their windows should have come square and not by pushing square later. 
  
  Sincerely,
  
  ****************

  Customer Answer

  Date: 09/27/2023

  Hi *******,

  You mentioned about providing pre-purchase information, I'm more than happy to share. We have an existing sunroom under remodeling, replacing windows and adding a sliding door is part of the plan. I went to HomeDepot, told the guy my requirement, he suggested me Milgard brand, told me difference of styleline, transic and tuscany series, all about how they look. I chose Transic since it allows more light come in and looks modern. After we installed windows we found the frame is too soft to hold big and heavy glass (temper glass is much heavier than normal glass). All windows has defects. They sent people multiple times, not able to fix well. They said it's me and HomeDepot's choice to have big window and temper glass, they only make windows according to requirement. That sounds unreasonable to me. We choose window according to what they provide, we can only know how the windows look like, how do I know how they make the frame? It's disappointed to hear a well known window company say that.

  They complained my contractor didn't do good job. I did realize that my contractor is not experience enough. He is a general contractor, can install windows but big size + heavy + soft frame made him frustrated. Milgard support are expert in windows, with so many hours working on fixing windows, there are still problems, how can we expect my contractor do better? Milgard support and my contractor kick ball back and forth. My contractor complains the frame is too soft so it's hard to hold window in shape, will have sliding difficult issue in future. Windows are not square and plumb when it's level, but Milgard asked my contractor to push window square and plumb which my contractor even me and my husband think impossible, because fixed glass is not able to twist around. So last Saturday they took out all glasses including fixed glass out, asking my contractor to adjust empty window frames. This was abnormal for a window installation. When the glasses took out, we found window frames are not so leveled which was level before. I'm afraid when window frame is adjusted level, square and plumb, it may not be level again after glasses put in. So I asked Milgard support to arrange next service first, then I'll ask my contractor to fix right before service, in case we see issue, it's easy to communicate, don't blame each other endlessly. However I sent two emails, called support manager to left a message, so far I get no response.
  
  HomeDepot guy told me Milgard window glass is same except frame is different. I offered Milgard to pay difference to replace window frames, however their glasses are different in different series, that's their design issue, even HomeDepot guy didn't know that. The changing of frame means replacing whole window, then I offered to pay difference to replace all windows, they still refused my suggestion, claiming they can fix any window issue, let me feel I'm like a mouse under their lab testing, they don't care what I suffered.

  I'm prepared to accept all the defects as long as windows are able to open, close and lock, I need to finish remodeling ASAP. That doesn't mean I'm satisfied with solutions, there are problems in the beginning, how to guaranty no problem in future? I'm also disappointed the case was closed so soon. Any help is appreciated!

  Thanks,
  *********************

   

• Initial Complaint

  Date:09/13/2023

  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 contacted the supplier American Sash(owner passed away) closed, I then contacted *********************** who responded but stopped responding when the hard questions could not be answered, we have made 6 inquiries to Milgard site in 2 months with no response. We purchased a 600 series multi slide from Milgard. The problem we have is when we first reached out to **** at Milgard he said it looks like a caulking issue. So we pulled the door took video and pictures of what was done and reset the door twice. Then we came back and told them the volume of water was still too much for the opening and water was going over the top of the sill. So we went back to the rep who then told us this time it is not recommended for the opening because it does not have an overhang. It is a flush sill. Well no one said this or mentioned it when we purchased it. It got by the architect, the Milgard rep, the designer the distributor and us. So why would Milgard not have this clearly stated in their paper work. No response from Milgard. Secondly we have asked at a minimum to provide us with the correct sill. We are told to contact western. Apparently western and Milgard got together that year to create this product. ******* says contact Milgard. It was bought through Milgard and Milgard reps. **** should be responsible but we are being ignored. We need the correct sill and someone that will tell us this will work from Milgard. Milgard should send us a new correct sill. We were not advised nor was there any paperwork stating differently for the product we bought. Its a new product st that time do Im sure they didnt know any better. We still need to provide the client with a solution but are getting nowhere with Milgard.

  Business Response

  Date: 09/19/2023

  Hello-

  I am sorry you feel as though you have been given the runaround. It seems you may have submitted a warranty claim on our site. Could you please provide your case number so I may explore further? 

  -*******

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20596038
  
  I am rejecting this response because: The case number you ask for that we have for our complaint, not a warranty issue, is: ********. Alternately you can contact us directly to discuss at ************ or by email at ******************************.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/28/2023

  Hello-

  Have you completed a service request with our customer care team at ****************************************************** ? This site will provide you a case number and will provide our service team with the information necessary to get your issue serviced. Once you have completed this form, please provide me a case number so I can escalate your open case with us.

  Regards, 

  ****

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20596038
  
  I am rejecting this response because:

  ****. For the second time, case number is: ********. Call me ************, because you don't answer. We can have an amicable phone call to discuss, but what we cant have is NO communication, you guys just will not communicate. This is a very slow process through the BBB, which I would prefer not do, but you have given us no choice. Unfortunately, we have a 20K door that we need a fix for and the longer we take the more upset the owners are becoming. 

  Unfortunately, this is not a case where there is a small imperfection that can be overlooked and we are not going away, your door sill leaks lets deal with it.  Again, call me do discuss. 

  
  Sincerely,
  
  ***************************** and *******************

  Business Response

  Date: 10/04/2023

  Hello-

  Thank you for providing your case number. I have reviewed your case and see that we have attempted to contact you regarding this issue by phone and have been sent to a full voicemail. I have asked our service team to attempt contact again and have escalated this case to the attention of the service lead in your area.

  Regards,

  ****

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20596038
  
  I am rejecting this response because:
  I rather doubt the voicemail was full, as this is a business land line with a very capable message taking system. Your service team did not seem to have any problems contacting us. We did meet ******, who we were told was a senior technician, but he could not offer us any solution, as he explained to us it was a *************** that he had limited knowledge of. He did mention, **** the area rep should be assisting in this matter, but as I mentioned before, he has stopped conversing with us. This seems to be the ultimate issue, Milgard putting its name on another companies product without the proper education of the product.
  
  So here we are, another month with this clients door half installed. What do you propose we do next with this leaking product?
  
  As always, feel free to contact me directly ************.
  
  
  Sincerely,

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

  Business Response

  Date: 01/03/2025

  According to my service team this was complete on 10/12/2023

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 20596038
  
  I am rejecting this response because:
  
  Milgard did not resolve the issue, but rather walked away. They should have been able to remedy the situation but they did not and we have incurred over 20K in removal and replacement costs and consulting with other window manufactures to obtain an installation that would allow the Milgard design to not leak.
  We are not consulting with attorneys on how to get our out of pocket expenses back. The homeowner is so upset with Milgard that they have offered to go to small claims court for us. The removal and replacement of this window over 4 times and taking years to figure out a resolution, was uncalled for, when Milgard should have come out in the first place and identified the real issue and not tell us time after time that we have installed it incorrectly.
  
  **** *****
  *********************************
  ************

• Initial Complaint

  Date:09/08/2023

  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 purchased about 20 windows from Milgard in ****. Several windows failed, and they replaced them without any problems in 2016. There was no cost to me, because there is a lifetime warranty. However, in 2023, five other windows failed. Milgard took about six months to make the repairs, but would not pay for the scaffolding they required to complete the job. I had to pay $1920 to a construction company to set up the scaffolding. Milgard's warranty (enclosed) for windows purchased in ****, guarantees they will "pay the costs of all parts and labor." But they have continued to refuse to pay for the scaffolding labor or parts. It should be noted that their newer warranty for windows purchased after ours has a clause excluding scaffolding, but this does not apply to the warranty for our **** windows.

  Business Response

  Date: 09/11/2023

  Hello-

  I am sorry to hear you are frustrated with our warranty claim. Can you please provide me a case number so I can explore further and escalate?

   

  -*******

  Customer Answer

  Date: 09/11/2023

  Case#********

  Business Response

  Date: 09/21/2023

  Hello-

  In reviewing your case, I see that on September 18th, ********************************* had logged a phone call indicating that we were providing repayment for this scaffolding as a one-time goodwill gesture. Please let me know if you need anything else.

  Regards,

  *******

  Customer Answer

  Date: 10/17/2023

  This complaint has not been resolved.  I will need to take Milgard to small claims court to resolve the issue.  They have admitted they violated their warranty, and said they would reimburse me, but they have not done so to date.  I apologize for not responding, but I was waiting to see if Milgard would honor their promise to reimburse.  Please re-open this complaint.  The public needs to know how that this major contractor is dishonest.

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

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

  Business Response

  Date: 11/08/2023

  Hello-

  I have confirmed that reimbursement has been sent from our Service Manger.

  Customer Answer

  Date: 11/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/07/2023

  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.

  After extensive research and interviewing windows and doors companies about their warranty, services, and windows/doors that will work in coastal area, Milgard representative said, "no problem, we have a lifetime warranty to cover all that.". We also spent months researching and interviewing vendors. Finally, we decided on Milgard so went to one of their authorized sellers. We again went into details that we live on the coast, ocean is in the back, and talked extensively about coverage for rust, corrosion, and salt concerns. They explained, "no problem", Milgard will cover all of this. Took us outside and pointed to a neighbor's house (which is less than 2-miles from the ocean) and said they've had their windows and doors replaced several times.Satisfied, we purchased 7 windows and 1 patio door. Within a few months, issues arise. Milgard refused to honor their warranty and pointed to the exclusion. We said this was never brought to our attention and the seller pointed to the lifetime warranty coverage. The supervisor, *******************************, said, third party vendors are not part of us, and we are not bound by what they say. I called Milgard in July, August and now. They refused to call me back, continuously hanging up. I sent an email to Milgard concerning safety. My neighbors had several break-ins. Our request pertains to the malfunctioning of the locking mechanism on this door. Unfortunately, the locking mechanism has become completely immovable, leaving us unable to secure our home properly. Milgard knew this was a defect but still sells them. Telling us that we have to adjust the screws every 3 months so it can align. We cannot as the screws are fused. We have attempted various solutions, but the issue persists. The door cannot lock and it's dangerous The rep said she will call me back to schedule a technician, but it's been three months and they will not call me back and continues to hang up. An expensive door that has never worked property since day one.

  Business Response

  Date: 09/08/2023

  Hello-

  I am sorry to hear you are frustrated with our care team in regards to your warranty and lock issues. Could you please provide your Warranty Claim Case Number so I can start looking into this case further?

  - *******

  Customer Answer

  Date: 09/08/2023

  Hi ****************** my Case#********. I am asking to help remedy the adjustment screws for the patio door. This door has been a pain from the beginning. Not closing properly. The Milgard technicians who came out stated that this is a known issues with Milgard and a major complaints from consumers. I live near the coast and have stressed this several times to Milgard customer service sales rep as well as your authorized seller. I was told that everything is covered because Milgard has a lifetime warranty. After extensive research and talking to several reps, we decided to go with Milgard. Unfortunately, this door has been a pain to close. It never worked. Now, the screws cannot be moved and Milgard customer rep refused to service this. I'm asking to either replace the screws or a different door model. It's dangerous to not be able to close the door and with arthritis, struggling with this door as cause major problems and pain with my hands. Our neighborhood had several break-ins and there's been incidents of strangers climbing into their backyard. I don't want to find an intruder in my house and/or worst. It's already stressful not getting any support, never returning calls and hanging up when I do get a hold of someone. Please help before something dangerous happens.

  Customer Answer

  Date: 09/15/2023

  Waiting for hear back from Milgard.

  Hello ****, my Case#********. I am asking to help remedy the adjustment screws for the patio door. This door has been a pain from the beginning. Not closing properly. The Milgard technicians who came out stated that this is a known issues with Milgard and a major complaints from consumers. I live near the coast and have stressed this several times to Milgard customer service sales rep as well as your authorized seller. I was told that everything is covered because Milgard has a lifetime warranty. After extensive research and talking to several reps, we decided to go with Milgard. Unfortunately, this door has been a pain to close. It never worked. Now, the screws cannot be moved and Milgard customer rep refused to service this. I'm asking to either replace the screws or a different door model. It's dangerous to not be able to close the door and with arthritis, struggling with this door as cause major problems and pain with my hands. Our neighborhood had several break-ins and there's been incidents of strangers climbing into their backyard. I don't want to find an intruder in my house and/or worst. It's already stressful not getting any support, never returning calls and hanging up when I do get a hold of someone. Please help before something dangerous happens.

  Business Response

  Date: 10/17/2023

  Hello-

  I have escalated this to a service manager in your area. It seems the root cause is corrosion caused by environmental issues in your area which is not covered under our warranty. I have asked for a final review to see what options exist to help fix your issue. 

   

  -****

  Customer Answer

  Date: 10/24/2023

  Unfortunately, Milgard will never call back and/or answer their phones. I've tried several times and since they know that they've mislead about the lifetime warranty and also know about the defect of the patio door (keeps slipping and you have to manually turn the screws to adjust it), they will never assist me. After extensive research and phone calls, we chose Milgard because they and their vendor assured us in our coastal condition near the ocean, they have the lifetime warranty on rush, water leaking in between glass panels, and they will come out to fix as many times as needed. Now, not even a year old, the patio door will not close and lock leaving making it unsafe and dangerous. They will not return or *************. Put me on hold then hangs up. ******************************* (supervisor) said, we do not honor anything our vendor say. I hear them saying the wrong thing all the time. You have to go back to them, 

  Business Response

  Date: 11/08/2023

  Hello-

  Can you please share your case number so I can explore this further?

  -************

  Business Response

  Date: 11/08/2023

  Hello-

  I accidentally replied in the wrong case. Can you reset? Also, this case has been addressed once as good will effort and cannot provide additional resolution. 

  Customer Answer

  Date: 11/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/21/2023

  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.

  Lifetime warranty windows and doors need replacing and horrible customer service!

  Business Response

  Date: 08/24/2023

  Hello-

  I am sorry to hear you are frustrated with our service team. Can you please provide me a service case number so I can look into your claim further?

   

  Regards,

  Nick ************************** and
  Communications Manager
  
  miterbrands.com

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20500882
  
  I am rejecting this response because:
  Case #******** is unresolved. 
  Sincerely,
  
  *************************

  Business Response

  Date: 09/07/2023

  Hello-

  I have escalated your case with the service team and someone should reach out in the next 2 business days to update you based on the information provided in your email reply.

  Regards,

  *******

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20500882
  
  I am rejecting this response because:
  The replacement isn't scheduled until November 6, 2023 and I do not have confidence that it will happen as scheduled. 
  Sincerely,
  
  *************************

  Business Response

  Date: 09/19/2023

  HI *****-

  I have review your case and see parts were ordered and are scheduled to be in for a tech to install on November 6th.  I have escalated your case with our service lead in your area to ensure your appointment goes as scheduled. Please reach out if you have any further concerns.

  Regards,

  -******

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20500882
  
  I am rejecting this response because:
  I am waiting to sew I they actually perform the warranty replacement. They had us scheduled previously and canceled without notification. I don't trust this won't happen again.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/18/2023

  Type:Product 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.

  This complaint is in regards to Milgard Windows "Tax Refund" rebate promotion. On May 24,2023 I took delivery of 14 windows. At that time I filled out an online form for the " Tax Refund" rebate. Later in the day an email was sent confirming my registration. 4 to 6 weeks was the timeframe the email gave for delivery of an amazon gift card. The amount should be $40 times 14 windows, or $560 total. At about 9 weeks I Phoned **** MILGARD and spoke to a gentleman named *** in sales. *** informed me that 4-6 weeks was really **** weeks according to the official rules. I asked if I was really registered in the system. He was unable to answer and said I should register again to make sure. 11 weeks go by and I call again. I was able to talk to *** again. He referred me to *************************************. **** also had no information on whether or not I was registered. She said she would send an email by the end of the day. Needless to say that's where the trail ends. Nobody will answer my calls, return my calls, emails aren't answered, nothing! They won't say that I have been registered and it's being processed or rejected. After 12 weeks this leads me to this complaint. I have provided proof of purchase and registered before the deadline. I believe that Milgard has decided to ignore me instead of honoring their advertised promotion. If I could have the rebated honored that would settle the issuse. My sails order number is so#*******

  Business Response

  Date: 08/24/2023

  Hello Don-

  First, let me apologize for the incomplete answers and incomplete response from the support team. I have been doing some deeper investigation and have found that you did submit for a rebate and warranty registration on 5/24, but it appears your promo code did not pass to our processing system on submission. I have corrected the promo code issue in our system and escalated this to the promotion team with the approval to authorize your rebate. You should hear back in 48 hours from that team regarding the status of your rebate. If you have any other concerns or do not hear back, please contact me at *********************************!

  Regards,

  Nick ************************** and
  Communications Manager
  
  miterbrands.com

  Customer Answer

  Date: 08/31/2023

  As of 8/31/2023 Milgard has yet to send the agreed upon amount. In the previous communication they said it would take two weeks to process and send an Amazon gift card in the amount of $560. It will be two weeks on 9/07/2023. I will reach out to you if I haven't received payment by that date. At this time I do not consider this complaint resolved. 

   

  Customer Answer

  Date: 09/07/2023

  It's been two weeks since my last email from Milgard. At that point they agreed to make good on the rebate amount of $560. I haven't received a reason for the delay or any rebate. I do not consider this matter resolved.

  Business Response

  Date: 09/12/2023

  Hello-

  This rebate request has been processed as there were errors in their submission and is in Amazon's hands to distribute the gift card through their system. All necessary approvals and financial steps have been completed on our end.

  Customer Answer

  Date: 09/15/2023

   
  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. I would like to take this opportunity to thank the BBB for helping me to resolve this issue, If I didn't have your assistance I would have gotten the run around from MIlgard for an indefinite period of time.I now consider this issuse resolved.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/10/2023

  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.

  In 2018 I purchased windows from Milgard through ********** with warranty the windows become foggy and in February 2023 I filled online for the warranty service it took until April 18 to finally get response for a replacement date that was for 3 Months later 7/18/2023 On 7/18 I confirmed the appointment and did all the preparation work they requested included moving furniture and removing the windows drapes.i waited the all day and I got a call from them at around 4:30pm that they are canceling and scheduled me to August 15 .Today August 10 I received a call that they cannot make it in August 15 and are rescheduling me to October 18I called and talk to Summer their customer representative explained that I travel and twice I had to change my travel plans so I can be present during the installation and ask not to cancel the appointment but according to her there is nothing they can do.It is disappointing to deal with such company that have no regard to their clients.

  Business Response

  Date: 08/11/2023

  Hello-

  I am sorry to hear that *********** had to be rescheduled. Are you able to provide me a case number so I can escalate internally?

   

  - Nick *********

  Customer Answer

  Date: 08/11/2023

  hi ,

  Im enclosing Milgard requested for my case.

  My Milgard case is 06180609

  thanks

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

  Business Response

  Date: 08/24/2023

  Hello-

  Thank you for providing this case detail. I did escalate internally and see that our techs were unable to complete the repair fully on 8/19 and will have another team out with more support on 9/19. Please keep intouch should you need more assistance and you can reach us also at *********************************.

   

  Regards,

  Nick Board

  Manager,
  Digital Marketing and Commmunications

• Initial Complaint

  Date:08/09/2023

  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 am contacting you for help and guidance with a warrantee problem that Im having with Milgard *********************************************** Company.Background: Several years ago, we contracted through ************ Company in **************** to replace our old picture window in the front of our house. A large, single pane picture window was replaced with a large window, with two smaller windows below. All were double paned glass with the gas in between. This project was completed to our satisfaction, using Milgard windows, which included a lifetime replacement guarantee on the windows. Our issue is the large window in which the seal has broken, the gas has leaked out which then allows moisture to enter between the panes of glass. As the moisture drips and dries it leaves stains. The replacement is covered under Milgards lifetime guarantee.Current situation:1. 2/1/23: completed Milgards online Request for Service form 2.Almost immediately received Thanks for reaching out notice; assigned case #******** 3.2/24/2023: no response from Milgard. So phoned Milgard ***************) and spoke to *******. She said that she could see my claim and that she would process the request and order the glass.4.3/14/2023 service date, as advised by email from *******. 5.3/21/2023 rescheduled service date (Note: ALL rescheduling was by Milgard)6.5/16/2023 rescheduled service date; I sent a complaint via return email. No response received.7.8/8/2023 rescheduled service date.8.8/4/2023 I received notification of the upcoming servicing (I had phoned Milgard earlier in the week to verify that the replacement was still on track) 9.8/7/2023 I received notification that they would have to reschedule the servicing AGAIN. I feel that Ive given Milgard more than enough of my understanding and patience. I just want them to honor their lifetime warrantee and replace my window. If you need copies of my written correspondence I am happy to provide. Thank you.

  Business Response

  Date: 08/15/2023

  Hello, 

  I am sorry to hear that your warranty service has been rescheduled numerous times due to challenges receiving the necessary supplies for your service appointment. This case has been escalated to the service leadership team and since escalation, I see active discussion on prioritizing and confirming parts availability well in advance of your next appointment. 

   

  Regards,

  Nick Board

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20446104
  
  I am rejecting this response because:  They have simply scheduled another date 2 months in the future (October 3, 2023--8 months from the initial request) with a promise to try to find an earlier installation date.  This is not actual forward progress toward the window replacement, just more of the same.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/24/2023

  Hello-

  I am sorry to hear we were unable to get you a quicker service installation date due to the material being delayed for your repair. I have again followed up on your open case #******** and see that your case is being checked in on multiple times a week to see if we can get a technician to you sooner.  I sincerely apologize for the multiple reschedules and am working with our service team on improving our scheduling timelines to account for delays in the supply chain or manufacturing.

  Regards,

  Nick ***************************** and Communications Manager

  Customer Answer

  Date: 08/27/2023

   
  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 FOR NOW.  Since I have had many promised service dates offered and then canceled by Milgard, I am a bit skeptical.  However, I am willing to accept their word that they are really trying to provide service before October 3rd (their newest promised date). If, however, they do not provide service on/before (preferably BEFORE)  October 3rd, I will have to resort to a different genre of posting.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/01/2023

  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.

  Milgard double plane windows were installed when my home was built. I moved into the house three years ago. During the first winter, the large sliding glass door windows began fogging up. I contacted Milgard about this problem. Milgard said they would schedule a visit by a service technician. A service technician came out a few months later and drilled screws into the wood frame. That did not fix the problem. Several months later, the same technician came out and measured the four large panels and said they would be replaced. He said manufacturing and installation could take a few months.After a few more months, the same technician came out and said he was going to once again measure the windows for replacement. He explained that the previous window measurements were lost when a new computer system was installed in his office. After a few additional months, I was given an installation date for the new windows of July 5, 2023. On June 26, 2023, I phoned Milgard to check if the installation was still set for July 5. The Milgard employee who answered the phone said the new windows were in a "shed" at the Milgard site in ****, ** and that two technicians would be installing them July 5. On June 28, a *************************** window coverings employee came to my house and took down the window coverings above the sliding glass doors. I paid him $150. The window coverings were removed because Milgard told me they needed to be removed in order for the new windows to be installed. On June 29, Milgard called and said the July 5 appointment was cancelled. The Milgard employee said the windows were not in ****, **.Today is July 1 and I do not know when the windows will be manufactured or when they will be installed in my house. On top of that, I will soon be paying another $150 to *************************** to have my window coverings reinstalled so I can have privacy in the house. I respectfully request a satisfactory and timely resolution of this problem.

  Business Response

  Date: 07/10/2023

  Hello-

  I am sorry your service has been rescheduled after on-going issues. Could you kindly provide your case number so that I can review with our care and service team?

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20264920
  
  I am rejecting this response because:  This problem with the Milgard windows has been going on for more than two years. It has been assigned Milgard case# ******** and also case # ********.  I have the email documentation to prove that nothing concrete has been accomplished in over two years. Until someone from Milgard contacts me and explains when the company is going to come out to my house and replace the defective windows, I will not be satisfied. The company is failing to honor its commitment to warranty the windows.  

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

  Business Response

  Date: 07/19/2023

  Hi ****-

  I have reached out to the service team for some more information. I see the last service appointment was cancelled due to a back order. I will follow up when I hear back from the scheduling tram on the delay.

  Customer Answer

  Date: 08/01/2023

  I recently heard from Milgard. They said they are looking into the problem, but they have been telling me this for over two years. 
  Therefore, I have heard nothing firm about when this problem will be resolved. 

  Customer Answer

  Date: 08/22/2023

  I am disappointed in BBB's inability to move this matter forward. 

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

  Business Response

  Date: 01/03/2025

  According to my service team, this was complete on 7/24/2024

• Initial Complaint

  Date:06/29/2023

  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.

  We have a warranty issue that is taken far too long to resolve. First, I had to register the windows online. This was not possible due to the poor quality of stamp used to write the window sales numbers on. The person that installed them could not read either. This made registering the windows sketchy at best. I know I didnt enter the correct numbers. Once, I had to fill out the warranty claim, the same issue arose. It took almost a month for the company to respond and when they did, the same issue arose with the numbers. After a long conversation, I was asked to send a photo of these numbers. I sent them immediately on 5/30/23. I never heard from anyone again. Then on 6/16/23 I received an email with a date for the work. It was 7/25. No one called or even asked when I was available to speed up and make the process more accurate. Unfortunately, because I care for my elderly father, I needed to change the date for an unexpected doctors appointment. Again, no call back, so I called them. The earliest now was 8/8/23, but I am traveling. Thus, my new appointment is 8/29. We have ordered blinds for this window and have to put off installation until the warranty work is done. They need to be removed and it seems silly to put them up for just a few weeks. Thus, more blistering afternoon sun in the summer. While I realize that things take time, this process was first started in March. Even going with the 7/25 date, 4 months seems excessive for warranty work. And now because of a health issue it will be 5. Hardly quality customer service. I would never buy from them again. Im

  Business Response

  Date: 07/10/2023

  Hello-

  I am sorry to hear that your warranty claim experience has not met your expectations. Could you kindly provide your case number so I can review further?