ComplaintsforMilgard Windows and Doors

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting 8 months to get my doors to work correctly. They never seem to be able to fix the problem. Every time I have an appointment they either cancel or change it so it doesn't fit my schedule. I get no service from them. These doors haven't worked correctly since they were installed.

  Business response

  07/03/2024

  Hello,

  Can you please provide your case# so I can touch base with our service team and get this situated?

  Thanks!

  *******

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two sets of french doors in March of 2022. Installed in September 2022 and had issues from the very beginning. One set of the doors have been fixed to our satisfaction but the second set of doors are continually giving us problems. They have sent several different technicians over to try and fix the issues but the one set of doors continue to give us problems. Since the last time the technicians came to rectify the problems (April 2024) they have now made it that we cannot lock our back door. I am now locking it with a bike lock. It also jams so bad the we have issues opening the door as well. I have left several messages with the company over the last few months with no response from either my service representative ******* and her supervisor ***** (Sp?) . I am simply looking to resolve this matter by having one set of doors replaced. After several attempts at sending technicians out to try to rectify these serious issues, they has been no resolution. Please help.

  Business response

  07/03/2024

  Hi *****,

  Can you please provide your most recent case# so I can pull your information up in our system and have a discussion with our regional service manager about getting this fixed.

  Thanks!

  *******

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a home in 2005 I had one bad window in the master bedroom. I was involved in a law suit they told me to call back after the law suit was settled which I did they sent out a man on April 9 2019 to measure the window. The man checked the whole house and said I didnt need just the master bedroom 1window replaced but a total of 9 windows needed to be replaced. Then they refused to replace the windows because of the law suit. Then why did they send someone out to check the windows. I think they refused to replace the windows after they saw how many windows had to be replaced. Milgard has a full lifetime warranty guarantee on their windows. It took quit a while to settle the law suit so by the time it was settled I had a total of nine windows to be replaced. I cant understand why they sent someone out to measure my window when they knew I was involved in the law suit if they werent going to replace the windows. As I stated when they found out I need not only 1 window replaced but 9 then they denied my claim. I know its been 5 years since they denied my claim but I feel they should have replaced the windows because they led me to believe they would. Last year I had another company come out and give me a estimate on how much to replace the 9 windows and there is no way I could afford to do it. Im hoping you can help me solve this complaint. My case number with Milgard windows is ******** Sincerely *****************************

  Business response

  06/26/2024

  Hello-

  I've pulled your case information in our system and reached out to our service manager for a little more information on our side. I will keep this case open as I wait to hear back from them!

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

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Let me lead off by saying I purchased my Milgard Windows for my home 21 years ago, and they are of top quality. Further, I've needed warranty service on some of them, and the work crew have been professional and courteous. It is difficult to get through to a 'human' some times, though. After 6 months of trying, I did have a large window replaced May 16, 2024. At the time of installation, everything appeared fine. About a week later, I was looking out the window, wearing sunglasses with polarized lenses. Then, the new replacement window shows large 'striations', similar to a 'water fall'. It is ONLY with the new window, and none of the other Milgard windows. I called the company and someone told me it might be a defect, but that they couldn't help me. All I'm asking is to speak to a certified technician as to whether this is a defect, or not.I consider Milgard a reputable company which backs up its products.

  Business response

  06/04/2024

  Hi ******,

  Can you please provide your case# from the replacement? I'll happily connect you with a service team member once I have that!

  Thanks,

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

  Customer response

  06/04/2024

   
  Complaint: 21781165
  
  I am rejecting this response because:     THIS IS NOT A FORMAL REJECTION.  I AM TRYING TO RESPOND TO THE BUSINESS AND AM UNABLE TO DO SO.  THE BBB PERSONNEL DO NOT PICK UP; I LEFT 2 MESSAGES, ONE AT *****, AND ONE AT TACOMA.   THE MILGARD EMPLOYEE, HAD ASKED FOR MY CASE NUMBER, AND THIS IS IT:   06332374 . FOR THE RECORD, THE ***** NUMBER ON THE BBB COMPLAINT ************** IS "NOT IN SERVICE"....I JUST TRIED IT.   PEOPLE WONDER WHY THE 'PUBLIC' IS SO MAD AT CORPORATE AMERICA.  IT IS NEARLY IMPOSSIBLE TO GET AHOLD OF ANYONE, BY ANY MEANS.  

  SO, I WOULD VERY MUCH LIKE TO TALK....ON THE *****....WITH ******* (I THINK THAT'S HIS NAME)
  
  Sincerely,
  
  *************************

  Business response

  06/12/2024

  I have it noted in my system that we had a three man team complete the job on May 16. If this is not the case or if there is still an issue, please let me know!

  -*******

  Customer response

  06/13/2024

   
  Complaint: 21781165
  
  I am rejecting this response because: The three man team indeed installed the new glass pane on May 16.  They did an excellent job.  No problem there.  I HAVE BEEN TRYING TO GET SOMEONE FROM MILGARD TO ANSWER A QUESTION I HAD ABOUT THE GLASS:  WHEN WEARING POLARIZED SUNGLASSES, I CAN SEE LARGE 'STRIATIONS' OR OTHER ANOMOLIES, AND WONDERED WHAT THEY WERE.  IT WOULD TAKE A BRIEF PHONE CALL WITH SOMEONE TO ANSWER MY QUESTION.  I LOVE MY MILGARD WINDOWS, BUT HAVE TO SAY THAT CONTACTING ANYONE IN THE COMPANY IS NEAR IMPOSSIBLE.  PLEASE ARRANGE A BRIEF PHONE CALL, ******. THANK YOU.
  
  Sincerely,
  
  *************************

  Business response

  06/21/2024

  Hi ******,

  I just put in a request for our service team to give you a call and answer any questions you may have.

  Customer response

  06/21/2024

   
  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. A very nice employee called me today from Milgard.  I explained the whole issue

  and she was very understanding and would reach out to a technical employee, who could call me back.  I reaffirmed to this Milgard employee that they have a very good product, but there was a POSSIBLE problem with the

  replacement window; Milgard will tell me if it's a problem, or not.  Sadly, it is so hard to contact someone at a corporation or large company who can assist with some customer issues.  I will close by saying that if and when I

  need to replace windows, or am building a new home, I will most certainly use Milgard windows.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this house in June 2021 and moved in August 2021. But when the house was bought all but 1 bedroom window was cloudy and the sliding backyard door too. We only thought the flim of the glass was probably bad. But in the last 6months or so we have started seeing a lot of moisture and from last 2-3 months its been moldy. We started calling in window companies to understand the issue. We were told that all of the windows have failed and was probably from one of the bad batches. These are Milgard windows and warranty says if there is a new owners to the house then warranty will not cover the old windows. I agree to this if it was only 1 window. But we have 6windows (thats 3bedrooms and a bathroom) and a sliding patio door. So more than 50% of the windows in the house have failed. But Milgard is stuck on that 1 line in the warranty and says since we are the new owners they will not help us with these windows. They need to own up to the failed windows and clearly something has gone seriously wrong with this batch. Milgard case number ******** for this issue

  Business response

  05/22/2024

  Hello,

  Homeowner is out of warranty as they are the second homeowner and at the average life expectancy of residential windows. At this time, the case is closed on our end.

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

  Business response

  05/30/2024

  Hello,

  After checking with our service team, these windows are outside our warranty and arriving at the expected lifetime of windows. Our team is more than happy to help you find a dealer that can assist with a new installation.

  At this time, there is nothing more on our end.

  Best,

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

  Customer response

  05/30/2024

   
  Complaint: 21728480
  
  I am rejecting this response because:

  Their response clearly shows they haven't read my message at all. This is a standard template that even a chatbot can respond. Its a waste of money to pay a human to do this job. Read the message. 

  FYI: Windows damaged due to their faulty manufacturing needs to be repaired by Milgard. This is the only resolution that will be accepted. I have internet to look for dealers. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filled in the form on the Millgard website about some windows that have fogged up and need to be replaced.i followed up on my request months later and was told to fill in the form again.At that point I have received a case number Milgard Case # ******** I received another email asking for more information asking for the serial numbers off of the **********************. I replied and have since not heard back Attached are the serial numbers off of the ********************** that need replacing

  Business response

  05/15/2024

  Hi ****,

  I see we have you on the schedule for 5/30. Please let us know if there is any issue with this.

  Best,

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Have not received any phone calls from a supervisor with Milgard since a claim has been filed. Claim was filed from installation company on March of 2023. We call often, sometimes multiple times a week. $12518.76 total for windows and installation. $7583.76 for windows

  Business response

  05/08/2024

  Hello,

  Can you please provide the case# so I can pull the correct information up in our system?

  Thank you!

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

  Customer response

  05/22/2024

  I have not heard anything from milgard. No contact has been made. I just received a letter yesterday asking for the case #. 

  The milgard case # is 06189358. 

  This is not resolved.

  Best way to contact me is by phone. ************

  or by email : ************************

   

  Business response

  05/30/2024

  Hello,

  I've reached out to our management team requesting updates and for them to follow up with you. Looks like this was outsourced to a contractor, just trying to figure out where that stands.

  Best,

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

  Customer response

  06/04/2024

   
  Complaint: 21673359
  
  I am rejecting this response because:

  they reached out to me via phone and are gathering info for the next step. I am waiting for their response. Nothing has been offered for solutions yet. 

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

  Business response

  06/12/2024

  Keeping this open, touched base with our service manager and he is still working on a resolution but informed me you should be in contact soon.

  Best,

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

  Customer response

  06/12/2024

   
  Complaint: 21673359
  
  I am rejecting this response because:

  This is not a resolution but a note saying they are working on a resolution and will be in touch soon
  
  Sincerely,
  
  *******************

  Business response

  06/18/2024

  Just following up here to keep this open. Following up with my team and requesting they get back in contact with you.

   

  -*******

  Customer response

  06/26/2024

   
  Complaint: 21673359
  
  I am rejecting this response because:
  They are not offering any solution, just letting us know that they still haven't done anything or made any resolution, but that they would be reaching out to us soon. That they are submitting this response to keep it open. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our case against Milguard Windows was opened in December 2023 when the interior frames of our windows failed allowing a substantial amount of water to inundate our house, damaging walls below and flooring. The windows have a lifetime warranty that is in full effect since we built the house. This leakage occurred during a 24-hour storm when 2 inches of rain fell, and the winds were 48 mph. They sent out a technician who erroneously thought the "weep holes" in the window were blocked. We had documentation/photos that show the weep holes were functioning. After weeks of back and forth they said they couldn't warrant their windows in a storm. I have reached out to the NW Supervisor, *****************, numerous times, weekly, to discuss their determination further with a total lack of response on their part. This is now almost five months without resolution. I have buckets by the windows to protect my house when another storm occurs.

  Business response

  05/08/2024

  Hi *****,

  Can you please provide your case# so I can pull the proper information up in our system? From there, I will get in touch with our service manager and work to get this resolved for you!

  Thank you,

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

  Customer response

  05/08/2024

  In answer to Milgard the case number is Case#********.

  *****

  Customer response

  05/08/2024

   
  Complaint: 21667081
  
  I am rejecting this response because: No Action.  Milgard, in their response, just asked for their case number, it did not resolve the problem.  It is Case#********
  
  Sincerely,
  
  *************************

  Business response

  05/17/2024

  Hello,

  Thank you for providing your case information. I have sent a message to our regional service team contact you so we can find a resolution for your issue.

  Best,

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

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had 18 Milgard StyleLine windows installed by a professional Milgard installer about 10 to 12 years ago. These carry a lifetime warranty. Over the years half of them became cloudy and milky on the inside between the glass panes and show machinery dust traces. It took about half a year of phone calls and filling out many forms, taking photos of each picture etc. This was all finally completed and submitted in December 2023. Now, 4 months later, I have 3 case numbers but no response or action from the company.

  Business response

  04/22/2024

  Hi ****,

  I would like to sincerely apologize that you have not received a response for your windows. I will put a request in with our regional service manager asking she calls you and expedited this case so we can get everything fixed for you.

  Best,

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

  Customer response

  04/29/2024

  Though promised that a customer service manager would reach out to me to solve the problem (April 22, 2024, via your BBB portal) I have not heard from Milgard, was not contacted in any way... 

  Customer response

  05/02/2024

  The matter is not closed. Though I received a short email that this matter is delegated to the regional service manager for expedited action nothing came out of it. Another two weeks have passed and no one of the Milgard company has contacted me to schedule a visit, a repair, or a replacement. Closing in now on 5 months of inactivity, not resolving the warranty issues.

  Business response

  06/18/2024

  Hello,

  It looks like we have you on the schedule for 7/9. If this does not work, please let me know.

  Thanks,

  *******

  Customer response

  06/26/2024

  Not yet resolved, but Milgard is working on this next service visit on July 9th hopefully all will be clear then.
  ********************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased 5 windows from Milgard through my vendor and after installation and inspection I found several issues. One of the handles was broke internally and could not lock, one of the screens was bent and bowed out leaving a 1" gap between the frame and window, the pull bars (I think they call them sashes) were cut in such a way they look broken. Each pull bar has a different radius to the edge, and some pull bars are cut so bad it looks like it was snapped off because the "white" is showing even though the pull bars are tan. Similar to how you bend plastic and it becomes white from stretching. The windows also exhibited moisture on the inside glass after 1 day of rain, even thought the temperature outside was only 60F. I contacted my vendor about these issues, they agreed the pull bars looked miss cut and the moisture inside should not have been there. My vendor replaced the lock themselves as they had another in the shop, but nothing else. We created a support case with Milgard and their response was "that's just how the machine cuts the pull bars" and there's nothing we can do." They also said "condensation inside of the windows is normal and you need to open the windows up to let out the moisture. These are double insulated argon filled window panes, there should not be any moisture inside. Milgard refused to even come inspect the window and referred me back to my vendor, who of course said their is nothing they can do either.

  Business response

  04/22/2024

  Hi *****,

  Thank you for providing us with this information. I will be more than happy to relay this information to our regional service manager with the request to have someone come out to inspect your glass and sashes further.

  Best,

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

  Customer response

  04/26/2024

   
  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,
  
  *********************

*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. ↩