Complaints

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• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered over $200,000 worth of doors and windows from pacific windows. At this point we have 5 milgard sliding doors at a cost of over ******* and two exterior orpac doors that cost ***** that have been installed in correctly according to the manufacture and need to either be switched with the correct doors or taken out and have the threshold redone because they are installed in a way that voids the warranty. pacific windows been saying since January that they would refund and put new doors in. Milgard and Orpac are saying this is an installer issue and We are stuck with doors and windows that we have to replace at a cost of over *******. At this point we have a newly constructed home that cant get an occupancy permit because of these failed and leaking doors. 8 of the 9 exterior doors have been confirmed by the manufacturer that there is no warranty because of incorrect installation.

  Customer Answer

  Date: 06/11/2024

  
  We would like to reopen the case but with a refund instead of replace.
  
  
  
  At this point we had to order new doors from another installer because ****** won't respond in a helpful way or at all. 
  
  1. I am the husband of *************************** and I had been working and talking with ****** since before and since the Doors and windows started leaking. I'm the person that the lives at the residence in Question and the home is in my name where the doors and windows in question were installed. My wife signed the paperwork he didn't ask for both our signatures.
  
  2. None of the membrane is being replaced. When they install the new door the are going to add a piece of membrane to go under the door sill. Pacific windows said against the Membrane installer and door manufacturers requirement that he did not want the membrane to go under the door. Also we are talking about 6 doors that have repeatedly leaked. There is only one door that has the membrane.
  
  3. I'm not sure what he's talking about here. He in no way at this time is working with *******. ******* has been working with us since march and they have said that **** door he installed is overexposed and will never be able to hold up to the water. The doors he installed The one next to the membrane is rated up to 20 mph. we have had to 3 times that. The doors below are rated higher but can't drain properly. The other two doors in question were installed backwards according to the Manufacturer (OrePac) and they also leak and need to be installed the opposite direction to have any kind of warranty and stop leaking. I have been working with *******'s head inspector and expert *******************. HE will be here again when the doors are removed and replaced by a different installer. After that we will have the full report on why the water seems to be getting in and leaking from the pan. ****** was here during one of the worse leaks and helped us stop. As soon as we shop vacuumed the water out of the track the leaking stopped. 
  
  4. We have similar style doors at other property's we own. My wife loves the look of the door. If they didn't leak and were installed correctly for the weather exposure we'd love them.
  
  5. the door manufacturer ******* has told us since August of 2023 this was and installation issue caused by weather overexposure and the doors would never work. This is what they are saying today. I have no clue what Pacific windows is stating here. Also ******* has been here many times and done many tests. And I have a letter from ****** telling ******* not to do the tests because they don't reflect the true conditions. I told ******* they could test every door accept the living room door because the flooring and cabinets had been installed in the area the doors leaks into. I told them if they could guarantee that they wouldn't due any damage they could test. ******* chose not to test any of them and came to the conclusion that the issues with the doors are overexposed and improper installation. ******* had come out half a dozen times and done plenty of testing. I definitely said they could test 4 of the 5 leaking sliders and ****** told them not to. My attorney has these emails and I can get them for you if you like.
  
  We had to hire an attorney because ****** had been saying since Dec he would replace the doors in question.  Then in February Milgard and again said this is Pacific Windows responsibility and the doors will never work where they were installed. This is the first I've heard of there being any issue with anything besides the fact he sold us doors that aren't meant for their usage.  
  
  Not only that we were told by the city of **************** we can not get our occupancy permit until the living room door is either repaired or replaced. Every Milgard expert has said it can't be replaced.
  
  It is beyond disheartening to see Pacific Windows response. We trusted ****** and paid him over $200,000 dollars and all he's done is say it's not his fault. He hasn't offered one refund and since ******* didn't give him the refund because of his improper installation. He haven't heard from him about getting them replaced either.
  
  Thanks,
  ***
  

  
  

  Customer Answer

  Date: 06/11/2024

  Hi ******, This is one of the doors in question. This is the one that ****** is trying to say is the membranes fault. The milgard rep gave me this installation manual and said they all come highlighted like that so people wont make this mistake. As you can see the door has no protection from the water or elements. and it leaked the first day it was installed. ******* since October **************************************************************************************************************** extreme elements. We had multiple days this year with wind over 70 mph all 7 doors that ****** installed on the weather side of the house and a few windows have failed and leaked. Also milgard has told us all of the hardware in the doors and windows are only covered by warranty further then two miles from salt water. And they wont be replacing any of the hardware once it starts rusting. The two doors on the upper deck ****** installed backwards. Not just the door but also the threshold is on the inside of the house where it should have been on the outside. This has been a complete nightmare. And the city says we cant get our occupancy permit until the door in this picture is repaired or replaced. The milgard national expert and inspector said there is no way to repair it and it never should have been put there. ****** told us multiple times he would order us a new door but he never did. And when ******* said they turned down his claim to all the doors and windows that were failing. He told us there was nothing else to do and he hadnt ordered new doors because he was waiting on the claim. Now weve had to buy new ones from another dealer to replace the three that have completely failed in the living space. We cant afford to replace the rest that failed in the sunroom. The cost of the doors in question was over 130k. Also we are not replacing the membrane. It is not leaking and that was new to me. The membrane leaked back in august and the installer fixed it at that time. It hasnt leaked since then and ****** has been told by milgard multiple times that these doors never would have worked where he put them.  There is no way to make them stop leaking. And they are not rated to be there.
  
  Thanks,
  ***
  

  
  

  Customer Answer

  Date: 06/11/2024

  Hi ******, This is one of the doors in question. This is the one that ****** is trying to say is the membranes fault. The milgard rep gave me this installation manual and said they all come highlighted like that so people wont make this mistake. As you can see the door has no protection from the water or elements. and it leaked the first day it was installed. ******* since October **************************************************************************************************************** extreme elements. We had multiple days this year with wind over 70 mph all 7 doors that ****** installed on the weather side of the house and a few windows have failed and leaked. Also milgard has told us all of the hardware in the doors and windows are only covered by warranty further then two miles from salt water. And they wont be replacing any of the hardware once it starts rusting. The two doors on the upper deck ****** installed backwards. Not just the door but also the threshold is on the inside of the house where it should have been on the outside. This has been a complete nightmare. And the city says we cant get our occupancy permit until the door in this picture is repaired or replaced. The milgard national expert and inspector said there is no way to repair it and it never should have been put there. ****** told us multiple times he would order us a new door but he never did. And when ******* said they turned down his claim to all the doors and windows that were failing. He told us there was nothing else to do and he hadnt ordered new doors because he was waiting on the claim. Now weve had to buy new ones from another dealer to replace the three that have completely failed in the living space. We cant afford to replace the rest that failed in the sunroom. The cost of the doors in question was over 130k. Also we are not replacing the membrane. It is not leaking and that was new to me. The membrane leaked back in august and the installer fixed it at that time. It hasnt leaked since then and ****** has been told by milgard multiple times that these doors never would have worked where he put them.  There is no way to make them stop leaking. And they are not rated to be there.
  
  Thanks,
  ***