Complaints

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

• Initial Complaint

  Date:03/17/2025

  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.

  STAY AWAY FROM PGT WINDOWS THEY DON'T STAND BEHIND THEIR "WARRANTY"!I had PGT windows installed in 2015, believing I was making a solid investment with their so-called 25-year warranty. Fast forward to 2023, and I noticed my first cracked window. I contacted PGT, only to be told that it was "accidental damage"something they conveniently dont cover. Im certain nothing hit the window, but of course, I had no choice but to pay nearly $800 out of pocket for a replacement.Then, in late 2024, another window in my living room cracked. I didnt even bother fighting with PGT this time because I knew they would deny any claim again. I called the repair company and ordered a new windowwhich I am STILL waiting *******, to my complete lack of surprise, yet another window has cracked. These cracks run from one corner to the other on the inside of the double-pane glasson windows that we never even open! This is clearly a defective product, yet PGT refuses to take responsibility.Their "warranty" is worthless, and their customer service is just as bad. If youre considering PGT, do yourself a favor and stay far away. These windows are unreliable, and the company does everything possible to avoid standing behind their product. Buyer beware!

  Business Response

  Date: 03/27/2025

  Dear valued customer,

  Thank you for reaching out regarding your order. Unfortunately, I was unable to locate sufficient information to properly review your request at this time.
  Based on the limited details available, it is difficult to determine the specifics of your warranty coverage. As a general guideline, stress cracks are typically covered under warranty for the first year. Please note that an Accidental Breakage package may be purchased at the time of purchase for additional coverage.
  We kindly recommend reviewing your original paperwork to confirm your coverage. If you find that you did purchase the additional coverage, you are welcome to resubmit your claim for further review.
  We understand your frustration and sincerely apologize for any inconvenience this may cause. If you require additional assistance, please do not hesitate to reach out to Consumer Affairs.

• Initial Complaint

  Date:01/10/2025

  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 ***lace several of my windows during a renovation, I used a Builder and had proper permits. The Builder purchased the Windows from ****** authorized dealer and builder properly installed several PGT windows, which were inspected by the city. The windows are failing, I contacted ***, submitted several warranty, claim which they denied because I did not have the original order for the windows, I have the quote and email from their ***resented stating the windows will be delivered. The windows are clearly PGT windows because they either have stickers or etched PGT in the glass. I went to their authorized distributor in person and was told they no long ***resent *** and made negative statements. *** rejected my claim but provided three authorized contractors the could ***lace my windows at my cost. One told me they would be really expensive, the second told me they will not do it, the third told me they do not do work in my county. I call PGT and talked to a customer sales *** who told me resubmit and someone will research it. I have done that several times. The window pane and seals have a 25 year warranty which *** is denying, I have a copy of the original warranty and architectural drawing used to submit the permit to the city. What more do I need?

  Business Response

  Date: 01/23/2025

  Hello Mr. ******************** reviewing your consumer affairs case # 01279108 we didn't see where your warranty was rejected. Our warranty covers the cost of the part but not the labor, see the attached warranty. We have reached out our field service department who will contact you to set up an appointment. If you have any further questions, please reach out to our consumer affairs department for updates. 

  Thank you.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22793848
  
  I am rejecting this response because:  PGT said that they would contact me, but have not.  The glass contractor they recommended I use to replace the glass at my cost told me I still needed PGT help, they bid more to replace the glass than a new window costs.  I PGT distributor has been helping me a a favor and found one of the two windows that might match my order but will not provide warranty service since I can't prove I installed new PGT windows.  Enclosed please find a paid invoice for (2) PGT 96x60 Picture windows and a picture of the new windows with stickers installed.  Please call me ************ 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 02/13/2025

  I tried again to reached out to them, one more time, now that I had one of the two windows acknowledged by a PGT distributer.  That still leaves one window, there are a pair and need to be shipped and installed at the same time. 

   

  They assigned a case number Case#: 01313073  see below.  We will see where it goes, it should not be this hard.

   

  Keep in mind, I reached out to them again, no one ever contacted me from PGT. 

   

  Warm Regards

   

  *****

  Business Response

  Date: 03/03/2025

  After reaching out to the homeowner, Leadership agreed to provide as a one-time courtesy new window units. Sent the homeowner a link to dealers in the area and provided them the Case# ******** to reference to the dealer for the windows to be ordered as a courtesy. 

• Initial Complaint

  Date:01/07/2025

  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 HOME WAS BUILT IN 2016 AND HAS ALL *** WINDOWS AND DOORS. THERE IS A TEN YEAR WARRANTY ON THESE PRODUCTS. THE MANUFACTURER IS REFUSING TO ASSIST WITH OUR WARRANTY CLAIM AS THE HOME BUILDER WENT OUT OF BUSINESS AND THUS CANNOT PROVIDE US WITH A SALES PO ORDER. ALL MY WINDOWS HAVE THE *** STICKER ON THEM AND INDICATE A MANUFACTURING DATE OF 2016.

  Business Response

  Date: 01/08/2025

  Good morning, 

  Thank you for reaching out and reviewing your consumer affairs case # 01286435 we can see that it was determined that you are not the original owner of the property and that our warranty only covers parts for the original owner. We can make arrangements to get the parts ordered as a one-time courtesy, however we need the original sales order to be able to order any parts. 

  All of our windows are custom, from sizes to glass compensation, this original sales order contains this information for us to provide the parts required to remedy the issue. Our team is still looking into obtaining the original sales order, but additional information may be required. If you need help please see our ******* video with tips on how to obtain your sales order number and do not hesitate to reach in your consumer affairs case email if you have further questions.

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

  Thank you.

• Initial Complaint

  Date:12/13/2024

  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.

  In 2017 I had PGT hurricane windows and doors installed by a company called BNT that installed and recommended PGT Windows and Doors. Now some of the windows are delaminating. I spent approximately $35,000 to have all the windows and doors replaced many of which are showing damage in the corners. I reached out to consumer affairs in May, 2024 with order numbers from BNT and pictures of the damaged windows. I believe there is a 10 year warranty on Winguard aluminum windows. I suggested they come out and do an inspection to look at the windows. I have a string of emails with the consumer affairs person. After sending them all of the info including the pictures below, They are expecting me to pay for installation, which is quite costly and would not be necessary if the windows did not start to deteriorate. I would like to have this replacement done at no cost for labor. Below is the response from consumer affairs. Good afternoon Apologies for the delay. Replacement glass needed due to delamination will be provided under warranty and you will then only be responsible for the labor fees from the dealer. I have attached your products warranty for your ****************** will be provided by the dealer in your area you choose to work with and will be your direct contact for updates/eta. Please keep in mind each dealer is their own independent company therefor, service rates and eta's may vary.Please reach out to the below dealers for a consult on service providing your sales order number and this case number for warranty approval verification. Beschen *************** ************ A Florida Glass ************ Warm regards,****** ******* Consumer Affairs SUPPORTING:CGI ? PGT CUSTOM WINDOWS + DOORS ? ******* ? ECO WINDOW SYSTEMS Office: ******************* Mailing Address: ****************************************************** **************************************

  Business Response

  Date: 12/20/2024

  Hello,

  Unfortunately, we only offer a courtesy field service within first 12 months from the product being shipped. Anything after that time would be a billable service. 

  The parts would be covered under the warranty at no charge, but the labor to replace them are not covered under our warranty (see highlighted attached). 

  We can try and work with our field service department to help reduce the labor cost to complete this project. If this is something you would like to pursue, please send a new email to our *************************** at ****************************************** and reference your previous case ****** (********) and we can work with the ************* team on a more reasonable quote.

  Thank you.

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

• Initial Complaint

  Date:12/10/2024

  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 ***laced a significant number of windows and doors in my home In the hopes of protecting my home from water intrusion, which is exactly what salesperson reassured me will be accomplished. During the installation in noticed huge gaps at the bottom of sliding doors and I was told that it is just design feature. As soon as the installation was completed, dealer demanded and received payment in full, even though numerous issues remained unresolved. Even after the manufacturer *** came out and addressed poorly operating doors and windows, the same issues surfaced again. After the hurricane I found unacceptable amounts of debris and moisture in door tracks, saturated with water areas around door and window frames, inoperable sliding door locks, misshaped window seals, fully delaminated French door, sliding doors getting stuck in tracks. While I had ***s come out couple of times, 60 days later none of the actions were taken to address any of the issues, despite Emergency response advertised on dealer website

  Business Response

  Date: 12/17/2024

  Dear customer,

  We sincerely apologize for the inconvenience and frustration this has caused you. After searching for your case, we were able to locate a field service case# 01252205. I've attached the field service report from the 11/21 visit. 

  With regards to the *** tracks holding water, the tracks are designed with weep holes to drain the water out of the track. These weep holes must be clear of debris for the water to properly drain the tracks. I've also attached a document that explains this further. 

  If you would like a PGT field service representative to come out and address any additional concerns you might have with any manufacturing defects, please contact your dealer/builder to request another field service case be submitted. 

  Thank you,

  ***** ******

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22659872
  I am rejecting this response because:
  

  Service report attached has nothing to do with my  concerns-  I  did not mention this issue in my complaint. However during the same visit as that window was addressed,  company representative had to fix issue with the sliding door which was not locking, after being repaired previously already, and that's only 4 weeks after brand new doors were installed .  inability to lock the door causes significant safety concerns.  Two other sliding doors are unable to slide, making them unusable.  And yes, I did contact South Shore roofing, your authorized dealer, however 70 days after the initial report , no action is taken.

  Delaminated French door was reported on October 11 as a complete product failure, and nothing is done so far, allowing water to get inside the home, causing mold issues. 

  While there are numerous installation issues with the  installer, the product itself is poor. No homeowner in their right mind will install impact doors, knowing that water, insects and other elements will get inside their home. While water may stay inside the tracks, other elements won't , and that undermines energy efficiency. 

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

  Business Response

  Date: 12/27/2024

  ******,
  The provided service report accurately reflects the work that was requested and completed.
  We understand that you have additional concerns beyond the initial service request. While these items were not included in the original scope of work, we are happy to address them.
  Please note that the dealer listed on the Sales Order is not South Shore Roofing, but likely the installation contractor. We recommend scheduling an onsite visit with the installers and a PGT representative to thoroughly review all your concerns.
  It's important to understand that while we strive to provide high-quality products, we cannot warranty damage caused by hurricanes. However,we will carefully review all of your concerns during the onsite visit.
  We also want to clarify that sliding glass doors are not designed to be completely waterproof. Under extreme weather conditions, such as significant rainfall or storm surge, water may enter the home if the water level exceeds the sill riser height.
  We will be scheduling a follow-up visit with a PGT manager at your convenience. You can expect a phone call from a *** representative within the next few weeks to arrange this visit.
  We kindly request that your installer be present during this onsite inspection.
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22659872
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/02/2024

  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.

  Our condo bought all PGT windows throughout the whole building. We have several windows that have failed and are very cloudy due to the separation of the double pane layer of the windows. All windows are owned by the condo and repair and replacement is the responsibility of the condo association. When calling *** for our warranty, as a representative of the condo association they advised multiple things of which 2 are troublesome. First they claim the warranty is the one they have on line from 2020 when ours is from 2015 and in hand and read differently. They also claim we have to pay over $200 per window for them to look and assess if any of the window failures the ****** fall under our warranty. They call this a service call but want one for each window. Then they claim they only warranty the glass and not the labor under the new warranty but the old warranty is not written that way and they can make up whatever labor rate they want when doing the work. When trying to communicate with them about just wanting to pay 1 service call fee to look at all the failed windows, all we get is a person wanting to schedule multiple $200 appointments that has difficulty with the issue at hand and the English language.

  Business Response

  Date: 12/09/2024

  Good afternoon,

  At no point in our warranty's history has labor ever been included, it has always been limited to glass and/or parts.

  The billable inspection quotes that were provided were done so, because they were input individually. Each case (condo resident) submitted received a quote for inspection. As for a resolution, in lieu of submitting multiple individual cases, if we could coordinate a date that works for all the affected residents, we can arrange to complete the inspections at the same time, which would drastically reduce the cost.

  An addition to that, an inspection quote is not limited to confirming the issue with the product, because also entails accessibility to the area, determining equipment needed, as well as travel and labor for the inspection. Our labor rates are clearly presented on the quotes that were sent out ($110/per tech/per hour plus travel), we do not "make up whatever labor rate we want."

  The latest case number that was submitted was Case# 01256312, please let us know how you would like to proceed. Thank you.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our new condo on March 27, 2024 and noticed our large ocean slider would not clear and was defective with apparent dust particles between the panes of glass.I contacted PGT windows and entered a warranty claim on 4/09/2024 assigned a warranty case number ********. I followed PGT instructions in using a local dealer to inspect the windows which they did and confirmed they were defective with contaminants between the window ******** has been 7 1/2 months with no information to me from PGT on when or if the defective sliders will be replaced. ********************* Coastmark - **********, ** Local PGT Installer: A Better View - **** ****** (contact) - *********, ** Original PGT Installer: Performance Glass - *** ******* (contact) - ***************** PGT *** last contacted via email on 11/19/24: ****** ******** We have been patiently waiting for PGT Windows to honor their window warranty and replace the defective sliders and don't appear to be making any progress.*** *********

  Business Response

  Date: 12/02/2024

  Good afternoon,

  The warranty case was submitted by *** ******* on 10/24 with the results from their 10/22 site visit. The order for the new panels was placed on 10/25 and was delivered to Performance Glass on 11/20. Typically, the lead time on complete SGD panels is 4 to 6 weeks. If you have any further questions, don't hesitate to reach out to PGT or Performance Glass for an update.

  Thank you,

  ***** ******.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22617823
  
  I am rejecting this response because:

  This response makes no sense to me.  I believe you are likely referring to a different customer and customer complaint and not the complaint I filed.  Please double check my specific warranty claim filed on April 9, 2024 and my specific unit residence and windows. 

  If I am incorrect and you have my specific windows ready for replacement, that would be wonderful news and contact me with when these replacement windows will be installed.  Unfortunately, I don't think this is the case.

  Please call me directly with any questions related to my warranty claim.

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

  Business Response

  Date: 12/09/2024

  Good afternoon, Mr. ********************* there was some confusion between the sales *** and the dealer regarding your warranty case. Performance Glass was working with another customer while A Better View was working to get your warranty case setup. 

  Due to this confusion, the warranty case was not sent to us to process. We were able to get a case created and are escalating it to our leadership team to have these parts expedited.

  Going forward your warranty case number is ********, please save this number when referencing your warranty case with A Better View. 

  I sincerely apologize for the delays and hardship this has caused you. If you have any further questions, please do not hesitate to reach out to us.

  Thank you for your patience.

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

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

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

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with the assumption that the windows will be replaced under warranty in the not too distant future.

  Thanks you

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

• Initial Complaint

  Date:11/21/2024

  Type:Customer Service 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.

  PGTWindows was not only one of the better brands but quality and customer service with manufacturing in ****** which they have now changed to Nokomis a few blocks down the road but probably harder to track address wise of the company. The rails of the base fill up with water with every hard rain much less a storm And ******/Customer Service Doesn't even have us as a customer or the installing company window guys either

  Business Response

  Date: 11/25/2024

  Dear Mr. ************* a manufacturer, PGT Industries distributes products through a network of authorized dealers. Orders and sales are conducted directly with these dealers.
  To assist you with warranty or standard service inquiries for *** products, please contact your dealer. They will be able to provide you with the necessary order information (SO#) required to process your request.
  We were unable to locate any order associated with your specific location. A *** representative will contact you shortly to gather additional information that may help us resolve your inquiry. Your dealer may also be able to provide further assistance.
  Regarding the water accumulation issue you mentioned, it's important to note that horizontal roller windows are designed with a tank system to accommodate water runoff, particularly during heavy rain or wind-driven rain. The water is intended to drain through the track's weep holes, provided they are clean and unobstructed. However, improper installation, such as a slight inward tilt, can hinder the drainage process.
  If you believe the window is not functioning as designed, please provide a detailed description of the issue, including any relevant photographs. Additionally, please provide a phone number where we can reach you directly or respond to the email sent to consumeraffairs@pgtindustries.
  Thank you for your patience and understanding.
  Sincerely, 

  **** ****

  Supervisor Customer Care

  PGT Industries

• Initial Complaint

  Date:09/06/2024

  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.

  PGT has provided absolutely horrible quality windows to our builder ! After 14 months, they fully deteriorated, leaking and unpleasant to look at. Couple windows wont even open anymore and they are ***** about questioning them! PGT must come and inspect their quality and provide a replacement items and or provide a refund so we can hire someone else with a better quality of windows.

  Business Response

  Date: 09/09/2024

  Good afternoon,

  Reached out to the homeowner by phone to help gather more information needed to assist in resolving this issue he is having with the installer of the product. 

  Thank you.

  Customer Answer

  Date: 09/11/2024

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

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22240674
  
  I am rejecting this response because:

  PGT customer windows has been wrongfully and incorrectly installed by one of the PGT dealers that causing windows leakage and patio door. We agreed that *** will run a survey on their product, and will contact a dealer to fix the issue. *** has been dodging our request for a month already with no response, we are asking a PGT to do what they promised. The fact that we were ignored before, during and after the hurricane will never make us your customer ever again. Work Order Number ******** case number 01225106.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/28/2024

  Good morning,

  After reviewing the report from the courtesy field service inspection, it was determined that the homeowner needed to contact the builder/installer to correct the various installation issues. Attached are the field service report along with only a few pictures of the installation issues (due to upload limits) our team collected 20+ pictures of various installation issues. 

  PGT is a manufacturer, and our dealers provide the customer with the installation work. The homeowner will need to reach out to the company that performed the installation to have these various issues remedied. *** provided as a courtesy, outside of our 1-year manufactures warranty, a field service inspection to verify that the products had several installation issues. Our technicians provided their contact information to the homeowner if there were any issues with any discrepancies with the installer. Our team has not received any communications from the homeowner since the date of the courtesy inspection. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22240674
  
  I am rejecting this response because: the report provided is advising that *** will be contacting the dealer/installer and letting them know. This is absolutely nonsense because *** only sells windows to accredited buyers aka dealers. We will never buy your product ever again because you dont provide your windows support nor you provide a clear pathway to claim a warranty on them. 
  

  Sincerely,

  
  ***** ******

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 29th, 2021 we contracted with **************** for three sliding glass doors and one replacement window. After months of delays the *** installation date was scheduled for January 24th, 2022.Two workers arrived from *** but were unable to proceed with the install because the doors were too heavy. The sliders and window were finally installed but one slider had a deep scratch in the glass, therefore we had to wait several more months for a replacement. Believe it or not, the replacement slider was also defective! This reordering and waiting for a non-defective product went on for many months.On July 26th, 2023 almost 27 months from the initial signed contract the final slider was finally installed. During the installation the installers damaged my hardwood floors. I notified *** immediately and then followed up many times for a resolution but never received the requested assistance with properly submitting the claim to repair my floors. On January 17th, 2024 I submitted an online complaint and was contacted by Director of ************* for ***I, ***************************, who assured me the issue would be resolved; it has not.*** not only sold me defective products but have ignored my many attempts to resolve this issue internally. *I have attached a copy of the paid bill and also email correspondence with *** Management.

  Business Response

  Date: 08/26/2024

  Thank you for taking the time to share your experience with PGT. We're sorry to hear that your interaction with us was less than satisfactory. Your feedback is valuable to us, and we'll use it to improve our services.

  After speaking with ************* leadership, our team has attempted several times to contact Floors by ***** for them to send an invoice for PGT to pay, so that you could receive your reimbursement. Please see the below response for the ************* director for the attached email. Thank you for your continued patience as we work to resolve this matter.

   

  The normal process is the Homeowners get three quotes, we approve one and pay the vendor directly.
  I am sorry the correct path was not followed or communicated.
  Its not about; not wanting; as a business my team cannot write checks and we cannot pay individuals direly it must be a business (LLC).
  We also need an invoice that names PGT as the "Bill to".These are safe gates public traded company must follow to detour fraud in in compliance with *************************** (SOX) act.
  With that said, my team is working to find a solution that removes you from having to chase down the vendor for a refund.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22183389
  
  I am rejecting this response because: Please review the attachment of the email correspondence between PGT and myself.  PGT simply responded with the same email sent to me on January, 22, 2024, more than seven months ago - REALLY, this is a perfect example of their blatant disregard!  Oh yeah, they did add a note that they haven't been able to contact the vendor <sigh>
  

  I have not received any further promised follow-up since that date - January, 22, 2024 (again, please review the emails between PGT and myself).
  

  I sincerely tried in vein to work directly with their management team to have my floors repaired PRIOR to contacting a vendor. It is not my fault that their Installers damaged my floors and then their Managers ignored my requests to refer me to a vendor of their choosing.

  PGT need to Right- their- Wrong; not ignore their customer complaints; then try and shift the resolution ownership to the customer and/or their vendor.   I paid this bill and PGT at the very MINIMUM not only owes me an apology but also a refund of my money!
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/09/2024

  Good morning,

  Accounts Payable has setup the homeowner as a vendor to send a reimbursement check to the homeowner directly.

  Check was sent on 8/30, reached out to homeowner on 9/9 to confirm arrival and left voicemail.

  We apologize once again for the inconvenience and the delay in settling this matter. If you have any further questions, feel free to contact me directly.

  Thank you.

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

  Customer Care Team Leader

  Office ********************

  Email: ***************************************

  Customer Answer

  Date: 09/12/2024

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

  Thank you very much for your assistance with resolving this matter.
  

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