ComplaintsforPGT Custom Windows + Doors

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had PGT windows installed in 2023 and have had multiple issues with getting the job completed. The original contract was from 5/2023. After months of trying to get the contractor to finish the job (they claim they are waiting for PGT to send parts) we still do not have anything finished. The windows were delivered October 4, 2023 and after having many issues with install/finish we contacted PGT in March of 2024 to help us get the job finished and they said they work strictly with their dealers for the front line of service - this was after i sent over all of the contract and order information. This has been going on for over 5 months (waiting for PGT to send parts) according to the "dealer" we are working with.

  Business response

  05/13/2024

  Spoke to contractor and installer, parts were requested from them via the dealer, Storm Solutions, reference PGT SO #******* which was shipped to and signed for by dealer on 3/25/2024. Several parts were ordered incorrectly, wrong color. There was a delay in ordering the replacement parts due to a conflict between the Storm Solutions and the contractor which has now been resolved. Storm Solutions has submitted a new parts order to PGT (case #******** - 5/13/2024). Once the parts arrive, the dealer, Storm Solutions will inform the contractor who in turn will pick up parts and complete service / installation for homeowner

  Customer response

  05/16/2024

   
  Complaint: 21692345
  
  I am rejecting this response because:

  The response did not include any kind of date of expected delivery or how they are making this case to a priority in order to get everything resolved as quickly as possible. I expect this to be treated with the utmost sense of urgency. This has been going on for months. 

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

  Business response

  05/20/2024

  The dealer from whom homeowner's contractor / builder ordered parts has been submitted. The sales order number for reference is ******* and has an estimated delivery date to the dealer of 6/17/2024, this is an estimated date. PGT wants to reiterate that the issue with delays was caused by a "conflict" between the dealer and the homeowner's contractor, as stated in our previous response. Once PGT representatives spoke to the dealer and the contractor, PGT was able to expedite this order although there is still conflict between the two (dealer & contractor).

  Moving forward the homeowner and or her contractor may contact the dealer, Storm Solutions for any future updates on the parts delivery and pick up by the contractor. They will need to reference the sales order number provided above.

  Customer response

  05/21/2024

   
  Complaint: 21692345
  
  I am rejecting this response because:

   

  The information provided in the two responses have conflicting information.  As with the rest of the bumbling failures on this job, I refuse to be told a conflict is resolved (in the first email response) and in the new response it says the conflict is not resolved between contractor and dealer.   PGT needs to step in and get this job finished, not to pass the buck to the two companies that have consistently failed to perform!!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In our new construction the builder put in PGT windows, installed 2022. We have had approximately 1/2 the windows have issues that required repair. Unfortunately there is one window where the crank broke, leaving the window locked. Our service tech, recommended by PGT, has tried for 3 months to get the crank part to fix the window. That is a ridiculous delay for getting a basic repair part. Overall the quality of the windows does not appear to be great and the service after sale is even worse. I wouldn't recommend PGT windows.

  Business response

  03/18/2024

  Good morning. Homeowner submitted a warranty request on November 15, 2023 and it was approved November 16 2023.

  Homeowner was provided three (3) service dealers to assist in making repairs under the warranty. There is no reason as to why there should be a delay in parts for the service if ordered by the service dealer. If homeowner will provide the name of the service dealer PGT will follow up with said dealer as to the status of the repair.

  Customer response

  03/19/2024

   
  Complaint: ********
  
  Window service is being done by ***** ******** ***** * *********  They have called numerous times and have not been able to get a response.
  
  Sincerely,
  
  **** *******

  Business response

  03/20/2024

  Good afternoon. Per our conversation with ***** ****** *** *****, they have the parts in house and are waiting for the h/o to return from out of state. They were told by h/o that they would be returning to Florida 4/2024 at which time they would contact ***** and the service would be scheduled.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently had three pgt windows installed. Two windows were missing Auto and Sweep Lock Screws. The installer stated that they just fell out. PGT has refused to provide the screws and instead suggested that I purchase the screws myself. The permit for the windows clearly states that the screws are necessary to meet FL requirements. I would also assume that the window warranty is invalid as the windows are missing structural parts. I request that PGT provide me with the two screws (#6 x 1-1/8 Ph. FH SDS).

  Business response

  03/04/2024

  Please see snip below form homeowner submittal where they ask where they can purchase /order the screws in question...

  We have been working with our install company without progress - Two installed windows are lacking screws for the Sash locks. The installation company is not helping - said the screws "just fall out". Please tell me where these can be ordered.

  The response from PGT was to provide the homeowner with several companies where the parts could be purchased / ordered. 

  As a courtesy we will send the screws to the homeowner. The case manager will contact the homeowner to request their mailing address In the future, as these are new windows being installed, it is recommended that the homeowner work through their installer / dealer from whom the product was purchased as PGT provides a 12 month courtesy service from date product was shipped. This is the recommended procedure and should have been explained to homeowner at time of their request. We will work with out case manager(s) to make sure they offer this information in the future.

   

   

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2013 I had all of my home windows and doors replaced by East Coast Windows and Doors with hurricane-impact windows and doors manufactured by PGT Windows of ******, *******. East Coast Windows and Doors Invoice # ****** PGT Sales Order # ****** Of the twelve windows that were replaced, seven of them have begun to delaminate, one of them is so bad that you can no longer see through one corner of the window. My first attempt at resolving this issue was made with East Coast Windows and Doors. After I contacted them with my concern, a technician was dispatched to my home who confirmed the windows were delaminating and would need to be replaced. ****************** proceeded to contact PGT about the issue and the possibility of replacing the glass in the affected windows and was promptly denied because the warranty had expired at the ten-year mark.I then filed my own claim with PGT Windows, Case #********, wherein I provided the details of my case along with pictures of said windows. They stated in their response that the windows were in-facvt delaminating. Again the claim was promptly denied because the warranty only covers delamination for ten years.My issue is the following: I understand the warranty is good for ten years and would be more apt to accept this if:A) we were talking about 20 or 30 years of ownership at the time of degradation B) we were talking about one window that had a fluke in manufacturing, this is 7 of 12 windows which suggest poor-quality manufacturing and that I can expect ALL of my doors and windows to do this at some point soon.C) if the cost to purchase and install these windows wasn't so high Given that tens of millions of homeowners in coastal areas all over the Country are being forced, through the threat high-insurance premiums or of losing homeowners insurance altogether, to purchase hurricane-impact doors and windows at a cost of tens of thousands of dollars, they should last longer than 11 years. This is criminal.

  Business response

  02/14/2024

  Homeowner submitted case 1/21/2023 and was informed that based on the ship date of the product, 7/12/2013, his warranty for delaminated glass had expired. He was provided several service dealers to contact that would assist him with repairs however it would be at a cost to the homeowner. Homeowner was not satisfied with the response, see PGT reply below

  On Wed, Jan 24, 2024, 7:57 AM Consumer Affairs <******************************************> wrote:
  
  "Good morning, 
   
  Thank you for providing us with the additional information that we requested.
   
  We have reviewed your inquiry and we have determined that the defect is with the lamination in the glass. Delamination is covered for a period of ten (10) years from the date of shipment of the product. We have attached a copy of the warranty for your reference. 
   Please be aware that since your product warranty has expired, any costs associated with any service and/or repair would be at the expense of the homeowner. You will need to provide a copy of the attached sales order to the service dealer for parts verification. 
   
  We have provided some service providers below that are located around your area that *** be able to assist you further.

  A ******* Glass ************
  Beschen Window & Door ************
  ************************** ************
  Impact ****** Services ************

  Please contact one of the above listed dealers to setup an appointment with them.

  Please let us know if we can be of any additional assistance.
  
  *When responding to this email select reply as this will allow all the information to be included in your case and ensures that your request is completed in a timely manner.
  
  Thank you.
  
  Consumer Affairs
  *** Windows + Doors
  1070 Technology Dr
  N. Venice, ** 34275
  ************"

  Homeowner residence is also located in coastal area where a combination of hurricane/Tropical Storms have hit since 2013 which can impact the integrity of the product itself.

  Attached is a copy of the product warranty for your review.

   

  Customer response

  02/14/2024

   
  Complaint: 21282607
  
  I am rejecting this response because: The windows are 10.5 years old. Should everyone who purchased these windows expect this to happen at this point?  Why have only seven of the twelve windows delaminated and not all of them? Is this normal or is it not? If it is normal then I and all the other homeowners should have been informed of this upon the purchase of this product. If this is not normal then PGT should replace the glass in the windows affected. All indications are that it was poor manufacturing of these seven windows, if delimitation was normal at this point they'd all be affected.

  The windows that were replaced were fifty years old and still worked properly and you could see out of them. I would like to think these windows are a "durable good" and should have a life expectancy along the lines of the rafters, roof, and walls of a home as their huge sticker price implies. Tens of millions of people in coastal areas all over the Country are being forced to make this enormous investment in our homes due to the insurance industry and we ALL deserve better.

  Step up PGT.

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

  Business response

  02/29/2024

  Good afternoon,

  As a onetime courtesy, PGT will provide the replacement glass to a service dealer at no cost to the homeowner however the homeowner is responsible for any service dealer fees such as trip charge, **********. Should the h/o experience any further issues, they will be reviewed and held to the warranty conditions.

  PGT will reply to the h/o via his open case with the necessary information for him to proceed.

  Customer response

  03/05/2024

   
  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.

  I will agree to this solution on the grounds that PGT recognize the number of windows affected and number of panes per window that will need to be replaced and state that those panes will be replaced. I would also like to contract with the same Company who originally installed my windows, East Coast Windows and Doors of *************, ******* to replace said panes of glass. 
  
  There are seven windows in my home that need to be repaired, they consist of the following:
  One window in the garage consisting of two (2) panes of glass
  One window in the master bedroom consisting of two (2) panes of glass
  One window in the kitchen consisting of two (2) panes of glass
  One window in the southwest guest bedroom consisting of two (2) panes of glass
  One window in the guest bathroom consisting of two (2) panes of glass
  Two windows in the southeast guest bedroom: one consisting of two (2) panes of glass and one consisting of three (3) panes of glass.
  
  Seven (7) windows consisting of seventeen (17) panes of glass.
  
  Thank you,
  
  *************************;
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased new doors and windows Sliding screen door does not work smoothly Manufacture says call installer Installer says nothing can be done due to the way it is manufactured ******************** people have look at it they say it does not work correctly I want a screen door that works properly

  Business response

  01/25/2024

  In order to assist homeowner they will need to open a warranty request which there is no record on in our system.

  follow link below to submit warranty claim at which time the case will be assigned to a case manager for assistance:

  Visit pgtwindows.com -  scroll to bottom of page and select "warranty Claim" - once submitted homeowner will be contacted within 24 hours.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased several PGT windows in 2018 and I just had my third service call to replace a balance clip on one double hung window. I have paid the installer each time for a service call for this window. I have tried repeatedly to reach PGT customer service without any luck. I stay on hold for 35+ minutes with no response before having to hang up. There is a design flaw in making plastic clips rather than metal for this part and they know it since they supplied my installer with free replacement parts, but I still need to pay the labor for the repair. I would like to be reimbursed for this last $125.00 charge, but short of a lawyer's letter, there is little hope. I would not recommend PGT Windows to anyone.

  Business response

  10/24/2023

  While *** can understand the homeowner's frustration, the *** warranty is product related only and does not cover the cost of dealer fees such as labor, trip charge, etc. Per attached warranty, There have been no recalls or defective notices for the part(s) described by the homeowner.

  As a manufacture only we do not take receive or provide monetary compensation from homeowners. All monies exchanged are between *** and it's dealer base. The homeowner has the option of requesting the service dealer to reimburse or refund their service charge at which time the dealer may request a back charge credit from ***. Please be aware that the back charge request is not guaranteed to be approved for the dealer.

  Customer response

  10/25/2023

   
  Complaint: 20751532
  
  I am rejecting this response because: The part is defective and has been replaced three times because of poor quality.  Social media is my next step.
  
  Sincerely,
  
  *************************

  Business response

  10/26/2023

  Per PGT written warranty provided to homeowner, any necessary parts required to resolve product issue(s) will be provided to homeowner at  no expense. Any service dealer fees, as stated previously, are at the expense of the homeowner as these charges are set by the service dealers and are not a component of the product. PGT has no authorization to set or control service dealer fees.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When our builder in **********, ************, first recommended exterior French doors for our custom home, we were directed to a Chinese manufacturer. I insisted on buying ******** wherever I could. We were told that *******, a division of ***, should be our first choice. So thats what we did. They are nice looking doors, but thats where the beauty ends. All seven doors and transoms have had issues ranging from being out-of-square, to poor functioning of the locks because of misalignment, to debris stuck between panes of glass during the manufacturing process, to missing parts. The big issue was the builder ordered the doors wrong in spite of having been given a picture of our desired design. Both the builder and manufacturer have been aware there were fit and finish issues from the day the doors were installed. They kept kicking the can down the road and now its crunch time. We have 7 French doors, which cost us over $100,000 and still they have not resolved the problems after more than a year. My patience is running low.The saga continues ...............It is now 10/5/23, about one month since my last review and there has been absolutely no follow up from the *** Consumer Affairs team as promised. Today, their team of installers showed up at my home unannounced with replacement doors in tow. So I let them in my home to begin the removal of all the defective doors and installation of the new ones. Shortly after, my builder called me to let me know that once again (4 times now) ***/******* managed to s**** up the order and sent out the wrong doors. I hate to be this way, but the only word that comes to mind is "INCOMPETENCE". My company would be out of business if we managed our business and customer relations in this manner. My patience is officially out!!

  Business response

  10/17/2023

  homeowner was contacted via warranty case email on 10/9/2023 and informed that PGT is actively researching the issues provided. Many of the issues stated by homeowner are not product related, especially those pertaining to product being "out of square". It is not possible to build complete units and have all parts, glass, frame, bead, weatherstrip, etc. to all be "out of square".

  The case manager will be reaching out to homeowner this week to review and discuss options to alleviate the issues.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New custom home finished in 2019 *****************. Builder installed all windows, one is seriously defective. I was indisposed with medical issues. He was very demanding , abusive. Made me send my daughter for final inspection. She knows nothing about building and Esthetics. Bathroom was not finished, fixtures still in boxes, mirrors. Cut outs in sheet rock still not repaired. He took months off from job, to cry a about recent divorce. Deviated from original spec. Drawing. Short changed me on grade of building materials. His people specifically told me he is BBB sanctioned. Total lie. My boyfriend recently opened a 60x80" impact resistant metal window to pop out screen to clean. Window crashed on left hand Severely damaging middle finger. I reached out to him he ignored me. Filed a complaint with BBB never got reply. No oversight in ******* to protect consumer. Him workers posted on ******** that ***************** is BBB accredited.lastlly they said she's a drunk on. ********* THAT TOTALLY OUT OF ORDER. HE NEVER MENTIONS THAT HE MADE SEROUS BLUNDERS ON MY HOME. LASTLY I FILED A COMPLAINT WITH ********** MANUFACTURERS TO NO AVAIL. LAWS AGAINST THIS BEHAVIOR!!!

  Business response

  08/01/2023

  Customer's case has been assigned to case manager for contact and follow up. Homeowner will be contacted within the next 24 to 48 business hours. Homeowner states in her submittal that there are installation issues, not completed. As a manufacturer only, PGT is not licensed as required by the sate of ** to provide or assist in installation of products, this is the responsibility of the customer's dealer of choice and their installation team. The case manager will converse with the homeowner to determine what issues are related to PGT products per our warranty guidelines and will assist to resolve any of these types of issues.

  Customer response

  08/25/2023

  Please see the following professional opinion:

  -------- Original message --------

  From: ************************* <************************>

  Date: 8/21/23 6:54 PM (GMT-05:00)

  To: ******************************* <**********************>

  Subject: PGT Defect

   

  To whom it may concern, 

   

  In my professional opinion within the window replacement industry, it is in my best judgement that the ********** currently installed at ************************ is defective. It looks to be as if the internal operation has failed, which is why the opening mechanism that is supposed to hold up the window when pushed upwards is not working. The right side of the internal operation has fallen off the track/broke. However, in order to fix it, the window must be broken apart and re-assembled. My best judgement is to have the entire unit replaced. 

  --

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

  Design Consultant

  

  *******************************************;   

  *****, ** 33619

  Office: ************ Cell: ************

  Business response

  08/28/2023

  Good afternoon,

  On Wednesday, 8/23/2023 @ 9:35am *** sent a request to the homeowner for information that would allow us to assist them with their reported issue. As of this time, they have not responded to said request.

  In order to assist further we require the *** Sales order number as well as pictures showing the reported defective product. Once this information is received we can move forward with the request.

   

  As for the opinion of the Designer, the part in question based on the description would be the balance, this is a mechanism that attaches to the side of the window frame and sash and allows it to operate up and down freely. This part replacement does not require a complete window replacement as it affects the operable sash only. 

  We will prioritize the homeowners warranty claim once the requested information has been received. Their communication is greatly appreciated.

  Customer response

  08/30/2023

   
  Complaint: 20376326
  
  I am rejecting this response because:

  As we have already told PGT many times, there was NO paperwork given to me for Anything the builder put in this home except Appliances, etc.  So maybe she should Ask the builder (Vantage Homes ************) I also have an estimate from another window company stating the window in question is "defective" and needs to be replaced.  (Will send directly to "info@bbb..." & email I have for PGT asap).

  Also, as my Partner told PGT many times, the Only "sticker" found was the One he he read to her months ago that was located on the "defective" window.  And just to be Sure, we went into my room last week to check the same size window located "parallel to it". And sure enough, the "inside mechanisms" (up & down clips, etc.) are "defective" also.  No, my Partner did not try to pick window up this time ... He didn't want another window "crashing" down on his finger Again.

  The "pictures" being requested of both Front & Back of the window in question were sent "directly" to PGT/********* in an email dated 8/14/23. I will resend today.

  At this point, for this company to "diagnose" a Window they have Never even bothered to come and Look at (and Now I may another like it??) is just Ridiculous. This company has  distributors located less than 30 minutes away!! And for me to have to put a Claim in with my ************* is even Worse.  First the Builder walks away Unscathed ... Now the Window Mfg. is Trying to do the Same!!  Someone Has to Take Responsibility Here ... and it Shouldn't be ME.
  
  Sincerely,
  
  *******************************

  Business response

  09/25/2023

  Good afternoon, see attached email dated 9/11/2023. H/o was notified that PGT had located her information which was provided and she was to contact the listed service dealers to assist her in her repairs.

   

  Customer response

  09/27/2023

   
  Complaint: 20376326

  PGT Case #********

  *********/PGT has just been running us around since Claim was first started.  Then recently gives us the names of two Window Repair Shops.  One of which told us there is no way he had time to get here for Months & the other never returned over four phone messages.  And none of that matters, because not once did she state that "PGT would take care of the repairs"!!
   
  Sincerely,
  
  *******************************

  Business response

  09/29/2023

  Per conversation with ***** from BBB ***** from BBB, homeowner stated that h/o could not get in touch with service dealer and that another would not help. Called ****'s SGD Repair and **** took her information and will contact her to schedule appointment

  Per warranty, PGT will provide all necessary parts required to make repairs at no cost to the homeowner however any dealer fees/charges such as labor, trip charge, etc. are at the cost of the homeowner as these are not components for the product and therefore not covered under the warranty.

  Customer response

  10/02/2023

   
  Complaint: 20376326
  
  I am rejecting this response because:  The interactions regarding these windows have been going on for Months.  Finally, ********* stepped up and got someone to come here & look at windows, which we have been Asking her to do for Months.  We have an appointment with a Window Repair Shop on 10/11/23.

  She is Already saying that "Parts will be covered by PGT"; However Dealer Fees(?), Labor, Trip Charges, etc. will be "My Responsibility"!! And of course these are "not components of product" ... but they are part of Ur Responsibility in this Matter!!

  So, once again, I don't understand what part she doesn't get??  I have 2 Defective Windows here.  I have already lost One Month of Listing my House because of All This Nonsense!!  PGT needs to Step Up & Get These Windows Fixed ... ONCE & FOR ALL!!
  
  Sincerely,
  
  *******************************

  Business response

  10/03/2023

  Good afternoon,

  Please see the attached warranty pertaining to products. As stated in warranty and shown in "snip" below, PGT does not cover the cost of fees incurred when repairing the product

  PGT Residential Windows & Doors
  Limited Warranty
  PGT Custom Windows + Doors (PGT), warrants to the original residential homeowner that any PGT manufactured product shall be free of material
  defects in manufacturing and/or materials for the period specified below after the date of delivery by PGT. This limited warranty applies to the products
  under normal use and service, subject to the conditions and limitations herein listed, and for only so long as the original owner owns and resides in the
  home where the products are installed. PGTS LIABILITY UNDER THIS WARRANTY SHALL BE LIMITED TO THE REPAIR OR, AT PGTS OPTION,
  REPLACEMENT OF NONCONFORMING GOODS OR PARTS. PGT SHALL NOT BE RESPONSIBLE FOR ANY LABOR OR DELIVERY COSTS
  INCURRED IN REPAIRING OR REPLACING THE PRODUCTS, OR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES THAT *** ARISE OUT
  OF A CLAIM FOR BREACH OF THIS WARRANTY.

  PGT will abide by our warranty guidelines and provide all necessary parts required to make repairs at no cost.

  Customer response

  10/05/2023

   
  Complaint: 20376326
  
  I am rejecting this response because:  ******************** sent an Engineer to my Home to Inspect these Windows.  His Report will be Final some day next week.

  Therefore, as Makensie states in the last paragraph

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

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted PGT about several windows which need the balances changing because they no longer move without loud, metallic screeching noises. The balances need to be changed. My warranty clearly states in big, bold letters: "PGT'S SOLE RESPONSIBILITY UNDER THIS WARRANTY IS LIMITED TO REPAIRING OR REPLACING ... FREE OF CHARGE ... ANY PART OR PARTS OF THE WINDOWS ... THAT DO NOT COMPLY " There is nothing limiting the warranty to parts only; PGT's new warranty online specifically excludes labor, but I have the old warranty which covers both the parts and the repair, i.e. the labor. PGT is refusing to honor its repair warranty. If BBB cannot get PGT to do the contractually promised repair, my next step will be to file a federal Warranty Fraud claim under the **** ******** Act. The **** ******** Act, section 110, specifically allows the consumer to recover their legal fees against the deceptive company. So PGT can fix my windows, or they can pay for a lawsuit and then fix my windows. If BBB can help, great. Thank you.

  Business response

  06/26/2023

  Good morning, All PGT warranties are product related and do not cover the cost of installation as the homeowner is requesting. Attached is a copy of the warranty that applies to homeowners products. Highlighted you will see that installation (which is the labor cost of the service dealer) is not covered. 

  Homeowner has been informed that PGT will per the warranty provide the necessary parts at no cost however the installation cost is the responsibility of the homeowner.

   

  Customer response

  06/26/2023

   
  Complaint: 20228672
  
  I am rejecting this response because:

  The warranty clearly states that *** will repair the defective windows.

  Also, the ballast is not a moving part, why did the *** person highlight something on the warranty which does not even apply?  In addition, I am not asking for installation labor.  

  Installation labor adds something new or different to an item. Repair labor restores an item to its original condition. For example, charges to install a trailer hitch on a vehicle that doesn't have one is installation labor, while charges to fix a broken trailer hitch is repair labor.
  Macmillan Dictionary online: Installation = the process of putting a new system or piece of equipment in its place and making it ready for use
  Repair: to fix something that is broken or damaged

  The warranty says repair; I am asking for what was promised and what I've already paid for.  

  The newer *** warranties clearly state that only the parts are covered and labor is not covered.  If *** wanted to exclude labor, they could have done so on my warranty back in 2014, and I would not have bought *** windows.  I bought the warranty covering repair.    *** needs to live up to its promises.

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

  Business response

  07/05/2023

  Please see attached image of a spiral balance. As you can see the balance is a moving part, the rod "spirals" in and out of the casing allowing for the sash to move up and down with this movement.

  We can provide meanings from ********* Dictionary, Cambridge Dictionary or even MacMillan that provide a different meaning than that provided in the rejected response. You cannot replace a component or part without installing it. 

  Per customers statement, the warranty does say repair - here is the excerpt for the parts warranty - as you can see, is also states installation, referring to parts, are not covered under the warranty:

  Screen and Moving Parts
  In products specifically covered by this warranty, the screen shall be warranted for a period of three (3) years and moving parts shall be warranted for a lifetime after the
  date of delivery by PGT to be free from material defects in manufacturing and/or materials (installation costs are not covered)

  All servicing dealers, which is who will provide the service for the homeowner, are paid for their services (inspection / trip charge- which constitutes the "labor cost", by the homeowner who at no time paid these companies for any previous service(s), installation or otherwise. 

  As per the warranty, PGT will provide all necessary parts only required to complete this service request at no cost.

   

  Customer response

  10/24/2023

   
  Complaint: 20228672
  
  I am rejecting this response because:
  

  Dear PGT,

  We are demanding REPAIR, per the warranty.

  You sold us single hung windows.  Of course, the lower sashes, which are parts of the windows,  move up and down to bring fresh air into our home.

  We paid for the installation of these windows.  We are not asking for installation.  Theyve been installed for years.  Whether a reinstallation might be necessary is a question for the window repair technician; but a reinstallation is NOT an installation, its simply related to the repair.

  We are asking for repair.  We paid for REPAIR when we bought the windows with the warranty.

  You are trying to point out fine print in your warranty, and say that because some things move, then you will try to renege on your duty of REPAIR? 

  Really?  Windows move, thats what they are supposed to do.  So now you are trying to say that even though your warranty says in big bold letters that you will REPAIR, that you didnt actually mean this because windows move, and you were trying to defraud us.  Huh??????

  You financially benefitted from our purchase which was based on your promise to repair.

  Please, please live up to your obligations, do the REPAIR and be honest for a change. 

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

  Business response

  10/24/2023

  Homeowners warranty as stated covers the following:

  PGT'S SOLE RESPONSIBILITY UNDER THIS WARRANTY IS LIMITED TO REPAIRING OR REPLACING (COLOR MAY VARY DUE TO AGE, WEATHERING OR DIE LOT
  DIFFERENCES), FREE OF CHARGE OR AT A PRORATED PRICE PER GUIDELINES OF THIS INSTRUMENT, ANY PART OR PARTS OF THE WINDOWS AND DOORS THAT
  DO NOT COMPLY WITH THE ***** OF THIS WARRANTY. THE ORIGINAL WARRANTY PERIOD SHALL NOT BE EXTENDED BY SUCH REPAIR OR REPLACEMENT

  The word instrument refers to the product itself, any dealer fees such as labor, trip charge, etc. are not a component or part of the windows, i.e., instrument. PGT will cover the cost of all necessary product parts as stated in said warranty,.

  Customer response

  10/26/2023

   
  Complaint: 20228672
  
  I am rejecting this response because:

  Your response is illogical, incorrect, and shows bad faith.  You remind me that the repair shall be "free of charge ... per guidelines of this instrument ..."

  The "instrument" is the legal document, i.e., the warranty.  The excerpt you quote simply states that the warranty is governed by the terms written in the warranty.  I have no issue with that.  

  The warranty requires repair, free of charge.  Now do it.  
  
  Sincerely,
  
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** installed PGT impact resistant windows 3 months ago. They replaced some windows that had many flaws in the beading without issue. It rained a couple of weeks ago and it came into the track inside my house. Im told that this can happen and thats why there are weep holes to drain. I purchased new windows following hurricane **** to keep water out of house, and this is not acceptable. PGT and HOI does not pay for water damages in a home. I will not accept water coming in, especially from a normal rain which lasted about ***** minutes.

  Business response

  06/15/2023

  Good afternoon,

  Per PGT warranty guidelines, all new home installations within the first 12 months of order are to be addressed, corrected by the dealer which in this case is *********** ********** must verify the installation and product as PGT is a manufacturer only and not licensed by the **************** to perform any services that *** be related to installation. ********** has two options, if upon their inspection it is determined to be installation related, ********** is to correct the issue., If it is product related, ********** *** perform the repairs themselves or submit a service request to PGT for parts inspection and repair. All service requests must come from the dealer as PGT does not sell to the homeowner directly and they, homeowner, do not have access to PGT programs that allow service submittal. The homeowner must follow these guidelines. At this time, homeowner has not submitted any documentation, warranty claim to PGT for any issue(s).

  Customer response

  06/16/2023

   
  Complaint: 20187831
  
  I am rejecting this response because:

  I have not been able to resolve problem yet with either pgt or home depot...and expect a window replacement that does not let water into track IN HOUSE.
  
  Sincerely,
  
  *********************************

  Business response

  06/21/2023

  In order for this to be addressed under warranty, homeowner has to follow *** warranty process. In this case, they must contact ********** to visit home and verify the installation. In *******, you have to be licensed to provide any service related to installation. As a manufacturer only, *** is not licensed to do so. If it is determined that the installation is correct, once again per warranty guidelines, the homeowner must request ********** submit a service request via the *** service portal. Once this has been submitted, a service technician will inspect the reported issue to determine if in fact it is warranty related, if so it will be repaired. In this case based on the description from the homeowner and picture's provided, the water pools in the bottom track during heavy rain and then drains as designed. there is no water infiltration into the home, it is in the track as designed. We suggest the homeowner contact The ********** At Home Services Corporate customer service line for further assistance with the store, ************, option 1 as the homeowner is responsible to make an attempt at resolving the issue through the proper channels.

  Customer response

  06/21/2023

   
  Complaint: 20187831
  
  I am rejecting this response because:
  I will proceed with complaint. There should be disclaimers on this product before customer purchases,  issue seems to be due to either poor design or installation. I am sure future customers will be as concerned as i am and not want to risk having water damage in their home. 
  Sincerely,
  
  *********************************

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