Complaints

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

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  CGI Windows and Doors, Inc.

  3780 W 104th Street Hialeah, FL 33018

• 

  CGI Windows and Doors, Inc.

  1070 Technology Dr North Venice, FL 34275-3617

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:12/13/2024

  Type:Order 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.

  1. March 2016 2. Paid $90k for new windows and doors 3. Failure to honor 10 year warranty to replace defective turtle glass. Failure to respond to Title 558 Notice of defect. Failure to respond to mediation request by ***************************************************************4. CGI/PGT Innovations replaced one defective window in September 2023. Their response since then is we need more time to analyze their glass supplier's defect. My warranty is with ***, not their sub-contractor.5. Advertisement of CGI states " ... hurricane windows and doors installed over 10 years ago can still be performing and operating as when they were first installed."

  Business Response

  Date: 01/07/2025

  Dear Mr. ******************** you for contacting us.
  Over the past several years, *** has invested significant resources approaching $100,000 to assist you in resolving installation-related issues that were not attributable to product defects. This effort included replacing parts at our expense to ensure the continued functionality and aesthetic appeal of your 2016 installation.
  Furthermore, we replaced one glass panel at our cost and submitted it to the manufacturer for an ongoing study related to the specific interlayer used in its construction. It's important to note that this particular interlayer has a 5-year warranty due to its inherent characteristics. However, this limitation does not impact the glass's impact resistance performance.
  Your assertion that we did not respond to the 558 claim is inaccurate. Our legal team was present on-site and has documented all relevant interactions and findings.

  Thank you,

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22682408
  
  I am rejecting this response because:  

  PGT's response states inaccurate conclusions:

  1. *** replaced one defective glass panel to analyze what caused the manufacturing defect. At the time, *** did not know what type of interlayer was used; neither did I since the type was never identified on any invoice.

  2. In my attachment, Title 558 Notice Glass Defect, I give evidence why the 10 year warranty is valid for my windows. See the second page item #5, Parts A-D.  Additionally, no one would buy $90,000 of CGI's best windows with a life span of 5 years.

  3. My defect claim is for the discoloration of the turtle glass, not the impact resistance.

  4. ***'s legal team (******** law firm) was never on site. ******** attorneys communicated with me by email. See the attached latest emails which show there was never a response to my Title 558 claoim.  I have been waiting for months for a lab analysis that identifies the cause of the glass discoloration.   Regardless of the cause, my warranty requires replacement of the defective windows and doors.

  5. The attached window specs invoice shows the interlayer type was never identified.
  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 01/08/2025

  1. I sent a letter to ******* *****, a *********** supervisor, on October 12, 2023, that gives a background history of the problems I dealt with CGI window and doors since 2016. See first attachment.

  2. I received an email from Mr. ***** on March 26, 2024, that gave a status of PGT's analysis of my defective glass.  This was the last direct PGT communication I received until PGT's response to BBB.  The email refers to answers that never came. See second attachment.

  3. I enclosed page #5 from the ************************* document that I previously sent BBB.  This page clearly describes and emphasizes an implied 10 year warranty for CGI windows.

• Initial Complaint

  Date:07/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered through ****** 20 windows and 2 large sliding doors, 8ft tall, 8ft long. When the doors were received, my contractor notified me that one of the sliding doors frame was missing. When ****** notified CGI about the missing frame, everything was nothing short of a bickering back and forth and a blaming game. The missing frame was re-ordered on May 27th and the receiving date of June 11th. I stopped by the ****** window section to ensure that the frame was going be there the next day. CGI informed the supervisor that the date to ship the frame was now slated for July 1st. I called their ****************** and it was the most absolutely pathetic, useless customer service and a complete waste of time. I was clear that if it was not going to be sent earlier, I will go in person to ******, ** headquarters and I will knock in every single door until someone answer to my request to pick the frame right there and then. Finally the frame was sent and received my ****** store in Jun 17th. When my installer started to install the frame, he noticed that the brackets to grab the middle door, handle, the latch and the inside locking mechanism was missing. I went back to ******, in disbelief about how horrible this *********** was, and spoke to one of the managers and told him what was going on. Now, a whole week went by senselessly because CGI only wanted to be contacted by email despite them having my cell phone number. I went to ****** yesterday, July 16th and the manager informed me the shipping date for these items was August 19th. CGI did it again! They are completely unable to assist a customer they are royally s******* again. I have to hold on to my inspections and my moving date until past August 19th. To make it worse, I have that sliding door locked with three screws and if a thief comes in with just a screwdriver, it only takes 1 minute to access my house and steal everything, BECAUSE THIS PATHETIC COMPANY REFUSES TO LISTED TO THE CUSTOMER THEY ARE S******* !!

  Business Response

  Date: 08/07/2024

  Good afternoon,

  I sincerely apologize for the inconvenience these shipping issues have caused you. We have been in constant communication with the dealer ****** as they have been notifying our team to get the missing parts ordered as soon as possible. Below are the case numbers associated with your order, and we are working to verify that the required parts that are missing are indeed the parts that are ordered to avoid further delays. Thank you for your continued patience. 

  Case#

  1060511

  1085952

  1186532

  1194010

• Initial Complaint

  Date:09/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 impact sliding glass doors that are CGI from Lowes January 26, 2023. They were all delivered damaged and with imperfections. Then reordered and 2 were delivered damaged again. I don't know why there isn't a quality control process. The representative I am working with at ****** spent weeks the last time to speak with someone from CGI. And the process is starting over and she can't reach anyone again. I tried calling the number on the website and it just disconnects.

  Business Response

  Date: 10/05/2023

  Good afternoon,

  All *** products when delivered to the dealer are signed for as being received in good condition. Once the product is received, *** has no control over the movement / treatment of the product at that time. the dealer, ***********; in this case, is responsible for the delivery and installation of the product to the homeowner. Also, ****** at items uses a third party to provide installation to the homeowner. This entails the product being delivered or picked up by said third party which again leads to more opportunities for product damage that *** has no control over. As per the *** warranty, if the product is damaged upon receipt, it is replaced at no cost. As all products are custom made, there are no "off the shelf" products, the manufacturing time is based on the orders previously submitted. *** has no control over the lead times for ****** or their installers.

  Once the issue is reported and parts/components requested, the order is processed right away. After processing the order, the dealer, ****** in this case, is providing an ETA for the new / replacement product which can be provided to the homeowner by ******.

   

• Initial Complaint

  Date:03/26/2023

  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 replaced 11 windows with CGI double pane Impact Vinyl frame windows about 4 years ago purchased & installed by Lowes. I am extremely dissatisfied with the quality of plastic parts inside track since after about a year suddenly one window could not be opened, filed complaint to Lowes customer service and was told that since these windows come with 12-month warranty therefore I have to contact manufacturer i.e. PGT which I did with no luck or response back and did not follow up due to busy schedule. suddenly next few month 2nd & 3rd window failed in same living room location and 4th large size window in master bath in 3rd year and found broken plastic clip parts in frame that holds constant pressure spring to open & close window, I called and left message again at ************** in ***** and was told to email service request which I did but after going back & forth it was of no use since they were not willing to admit their inferior quality products in these windows. The only choice I was given is to pay for repairs to one of their service companies that were charging around $200-$300 per window just to replace a part worth $3-5 available online, which I refuse to pay since these windows have systematically failed after 12-months due to cheap part installed to hold high pressure spring and technically it is a manufacturing defect. Because of that ****** have confirmed that they stopped selling this product due to frequest complaint on these windows.Bottom line is CGI should be hold accountable and stay behind their products with manufacturing defects and not ignore their customers complaints or expect to spend large amount for repairs of defective part. Our $14,000 windows should be replaced or repaired at no extra cost with part that does not break easy.

  Business Response

  Date: 05/12/2023

  Good afternoon. Attached you will find a copy of the *** product warranty which states that *** will provide at no cost to the homeowner all parts necessary to complete repairs. As this is a "product" warranty, any dealer costs associated with the service such as trip charge, labor, etc. are not components of the product and therefore not covered under warranty. Please reference previous BBB case #******** in which this was presented and explained to the homeowner along with a copy of the *** warranty. Once again *** is happy to provide all parts required to complete repairs at no cost to homeowner per warranty however all dealer service fees are the responsibility of the homeowner.