ComplaintsforPGT Custom Windows and Doors

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ***********************

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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,
  
  *********************************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our home new in September 2020. All of the windows are from PGT. One single-pane window will not stay open (window balance system problem) and is still under warranty. We filed a claim with PGT on May 17. 2024. After repeated emails and phone calls, it has still not been resolved. PGT says they need the sales order number for the windows to provide a replacement. Since the house was purchased new, we obviously do not have this information. Our builder is unresponsive and also has not provided this information to us or PGT. Thus, we are at an impasse with PGT not honoring their warranty.

  Business response

  08/13/2024

  We were unable to get into contact with the installer that was supplied by the homeowner (****** Enterprises) but we were able to locate who their dealer was (Southeastern Sash & Door) and contacted them to obtain the original sales order so the correct balance set could be ordered. Southeastern Sash & Door advised that would also be willing to complete the warranty work for the homeowner. Emailed the homeowner the contact information for the dealer to touch base with them to setup the service appointment. Thank you.

   

  Case# ********

  Customer response

  08/17/2024

   
  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,
  
  *****************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 3/18/2024 I purchased 10 PGT ******* windows from and had them installed by ********** Ocala. The contract cost was ******* paid by credit card. Responding to a promotion by PGT running on ********* I applied for the consumer rebate on said windows and was subsequently denied the rebate by a third-party processing agency. I am not satisfied with their reasons for the denial and am seeking your help in procuring the ****** rebate to which I feel I am qualified for.I am prepared to offer all documentation in this matter as required.

  Business response

  07/17/2024

  Good afternoon,

  Thank you for reaching out regarding this matter. The rebate claim was denied due to the products (SH5400) that were purchased did not meet the requirements for the rebate.Attached are the original sales order number that was provided and the terms and conditions of the rebate that exclude the products (EnergyVue) that were purchased. 
  
  Please let me know if there is any additional information that is required.Thank you.

  Customer response

  07/17/2024

   
  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.
  This company could have saved a lot of expenditure by simply replying to the email I sent them requesting that they identify my product instead of just telling me it did not qualify. I asked both their third-party rebate administrator what product I actually had and when I didnt get a satisfactory answer from them, I emailed PGT directly and they simply ignored me instead of giving me clarification. They follow a lousy customer service model. And that complaint still stands. 
  
  Sincerely,
  
  *************************

• 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.

*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. ↩