Business Profile

Window Glass

Milgard Windows and Doors

Headquarters

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Initial Complaint
01/15/2025
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
The summary of my problem:In conclusion: Since Feb 2024 Milgard has admitted their patio doors have exterior cosmetic manufacturer defects that cannot be fixed, and that one of the doors has both cosmetic defects as well as a functional defect that they already agreed to fix but have not. I have requested from Milgard two replacement sliding doors in all black to be installed at my expense. However I am unable to get action or even contact from management in order to resolve this dispute. I ask that you, the Better Business Bureau assist in this dispute as I would be very appreciative to get this resolved. Ive uploaded the detailed history and issues by a separate attachment document to the BBB site claim forms.
Initial Complaint
12/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Fall 2022 purchased 10 Milgard Ultra C650 windows and 3 C650 doors in bark with oil-rubbed bronze hardware. Stored inside house and installed spring 2023. Summer 2023, warranty claims filed:Improper closing of kitchen swing door Weather-stripping separating from base frame on bedroom sliding door Small gap bottom of living room sliding door when fully closed Weather-stripping separating from sliding bedroom door Incorrectly sized screens sent for 10 windows Rail and stile on door frame separating on sliding bedroom door Repairs/Replacements Addressed Kitchen swing door repaired, and new weather-stripping provided but not installed.Correctly sized window screens delivered - not installed.Representative stated small gap at the bottom of living room sliding door when fully closed is ********** weather-stripping for bedroom sliding door was delivered but not installed.*Not notified that 10 window screens were incorrect size. Issue became evident during window cleaning. Contractor contacted Milgard and informed them incorrect screens delivered. Another warranty claim submitted to receive correct screens.Not Resolved Rail and stile on door frame separating on sliding bedroom door Adhesive oozing from seams on swing kitchen door and sliding living room door Attitude Representatives who came for first warranty visit were respectful and assured me that all would be resolved.Representatives who delivered weather-stripping and screens - rude and dismissive.During phone call to Milgard about rail and stile issue and adhesive oozing, representative was respectful but suggested from photos that window frame appeared to be hit. An in-person inspection requested to show that rail and stile were separating due to lack of adhesive. Representative promised to address problem, but no response.Another warranty claim submitted on 6/19/2024 (Case# ********) but never contacted. Another claim filed 9/2024 - no reply.
Business response
12/13/2024
Hello. I've notified our service manager of this issue and requested they contact you as soon as they can so we can work towards getting this fixed.
Customer response
12/15/2024

Better Business Bureau:

We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us. It is agreed that a representative (name not provided) from Milgard will contact us to resolve - repair or replace - the product problems. We wish Milgard to resolve issues stated in attachments filed in the complaint.

Sincerely,

******* And ******* **********
Initial Complaint
11/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
11/20/2024 Milgard lifetime warranty window replacements Service personnel denied replacements due to window blinds, chandelier, furniture not removed, didn't have enough guys for job. Two windows were replaced with defective windows. Been a customer for 18 years. Never had these issues. Installed with existing obstacles, and two men. Now they claim new policies. I am a senior unable to remove blinds up 30 feet etc. They told me to hire someone.
Business response
01/03/2025
Hi *****, Can you please provide the service case# that you were provided? I will happily follow up with my team on this.
Initial Complaint
11/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Milgard was suppose to replace some windows since March 2024. They have scheduled 4 times and cancelled those 4 appointments. Now they scheduled for January 2025.Each time they cancelled was for same reason. Don't understand they haven't corrected their problem
Business response
01/03/2025
Hello, Can you please provide the case# that you filed with MILGARD? I will follow up with my team to ensure there are no further delays
Initial Complaint
11/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to formally file a complaint against Milgard Windows and Doors regarding their inadequate warranty service. My experience has been extremely frustrating, and I believe it warrants your attention.Timeline of Events:August 18, 2024: I filed a warranty claim for fogged glass in one of my Milgard windows.September 7, 2024: I received a text message on the morning of my scheduled service appointment (set for September 27, 2024) stating that Milgard did not have the necessary window in stock. This led to a rescheduling of the appointment to November 18, 2024.November 18, 2024: On the day of the rescheduled appointment, the technicians arrived but brought a replacement glass that was too small for my window frame. As a result, they could not complete the service, and another appointment was scheduled for January 13, 2025.This series of events has caused significant inconvenience and dissatisfaction. I have been waiting for nearly five months for a simple glass replacement, with the resolution date now pushed to almost six months after my initial claim. The lack of organization and communication from Milgard is unacceptable.I am seeking assistance from the BBB to help mediate this issue and ensure that Milgard takes appropriate action to resolve my warranty claim without further delay. Additionally, I would appreciate any guidance on how to escalate this matter if necessary.Thank you for your attention to this complaint. I look forward to your prompt response.
Business response
01/03/2025
Can you please provide your case#? I will follow up with our team to ensure that work is complete this month

Customer response
01/03/2025

Complaint: 22571317

I am rejecting this response because:
The Milgard Case# ******** was provided in the attached documents. It is another proof of the lack of professionalism from the company and its employees.

Sincerely,

****** *******
Business response
01/14/2025
Per our record, our team arrived to do additional work on 1/13/25. Please let me know if this fixed the issue
Customer response
01/14/2025

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.
Indeed the Milgard crew arrived 1/13/2025 and replaced the glass. Very grateful for the resolution on this matter.
Thank you!
Sincerely,

****** *******
Initial Complaint
11/17/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
A warranty repair on a window was submitted to Milgard in February. Milgard repaired the window but also damaged a bug screen and roof tile in the process. Milgard initially refused to cover the damage to the tile, but immediately agreed to reimburse me upon threat of involving consumer protection. The roof tile has been repaired and the cost was paid out of my pocket. An estimate was submitted prior to the repair and a final invoice of the same amount was provided after the repair. It has been over 2 months and Milgard has not reimbursed me or provided any communication on when they would. For the bug screen, Milgard agreed to send a replacement. The first screen was the wrong size. A second one was sent but was damaged upon arrival. No other replacements have been sent. At this point, Milgard will not return any phone calls or emails.
Business response
11/22/2024
Hello - I have reached out to our service lead to see where we are at with the reimbursement
Customer response
11/26/2024

Complaint: 22569122

I am rejecting this response because: There still is no resolution. Business only stated they would reach out to the service lead for a status update.

Sincerely,

**** ***
Business response
12/09/2024
Per our service team, there is no reimbursement necessary as we sent a new screen to replace the damaged product.
Customer response
12/09/2024

Complaint: 22569122

I am rejecting this response because:
1. I still do not have a working screen. The first screen sent was the wrong size. The second screen sent was damaged on arrival. Milgard customer service was promptly notified via phone call next day after delivery in both these instances. Pictures are attached. Milgard is welcome to reclaim these unusable screens.
2. I still have not been reimbursed for the roof tile damage in the amount of $175 that I paid out of pocket as directed by Milgard. Final invoice is attached.

Sincerely,

**** ***
Business response
01/03/2025
I have followed up with our service manager based on the information provided
Customer response
01/03/2025

Complaint: 22569122

I am rejecting this response because: awaiting response from service manager

Sincerely,

**** ***
Initial Complaint
11/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I contacted Milgard to report damage on casement windows that cost me thousands. Not the only instance of window failure.Milgard said, they will not repair my windows because they are left open in "high winds" which is not correct. Milgard has no proof whatsoever of high winds in the area. The windows are being damaged during normal use conditions. It has become clear that there is a design flaw in Milgard casement windows. They are deficient. Milgard admitted that these windows have limitations, and that in this case, they are being exceeded by the elements. Please note that there are no hurricane or tornado type winds in this area. I requested that Milgard provide me with this info:a. Basic Wind Speed b. Importance *********************************** Load Requirement. The wind test is done at a height of 33 feet above ground. My building is less than 27 feet. So the windows are located at much less then the required test height Milgard refused to provide the info. Milgard's remedy to the deficiency of its casement windows is, keep the windows closed, even if that means that people would be in unhealthy hot conditions in the building. Milgard literally said "I would make sure it's clear to the tenants that the windows are not left open during high winds, or this issue will continue to happen." Imagine not opening the windows being the first line of defense in preserving Milgard's windows? This recommendation simply means there is a design flaw in the Milgard windows that I ************ the time of purchase, there were no usage restrictions or location restrictions revealed to me by anyone at Milgard or on the Milgard website. No wind restrictions posted on the ************************* is a design deficiency if a window cannot be opened and used as it is intended to under normal weather conditions. Why have it? Milgard's admission of the fragility of Milgard casement windows is clear. These Milgard windows are just deficiently built. I hope Milgard will make it right.
Business response
11/22/2024
Hello - Sorry to hear that you have been experiencing these issues. When you originally contacted, were you given a case number? If so can you send that over so I can look up your information.
Customer response
11/22/2024

Complaint: 22560737

I am rejecting this response because:
I am sure Milgard is not dealing in good faith. I do have a case number. This case number was issued for my windows to be repaired. When I spoke to the Milgard agent responding to warranty calls at the Milgard repair center, I was first told that Milgard will take care of the warranty repair. The first action was to secure the broken window because the weather was cold. However Milgard knowing that it already issued a case number for the repairs to be done, abruptly turned around and skirted its warranty responsibility. The person I first spoke to at the repair center was no longer responding to my emails and my calls were transferred to managers who did not answer me after I left messages for them. The only person who was answering emails was lying to me. I am providing the case number here (Case#********) but I do not trust Milgard at this point.

Sincerely,

H. S.
Customer response
12/02/2024
Hello BBB,
In your latest correspondence, you requested that I provide my full name in order for you to continue with the conciliation. However `you also say that the information that I provide may be publicly displayed. Per your request, I hereby give you my name but I request that my name not be publicly displayed. I want my name to be fully private. My name ***** *******.
Thank you.
H.S
Business response
01/03/2025
Hello, Just following up from the MILGARD team here, wanted to see if you could provide your case# or address so we can find this information in our system.
Customer response
01/03/2025

Complaint: 22560737

I am rejecting this response because:

The case number was provided to Milgard through a message to the BBB on Friday, November 22, 2024. The case number was given to Milgard per Milgard's own request. The case number is tied to the address. As I said at the time, Milgard is not dealing in good faith so I am rejecting their response.

Sincerely,

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

Sincerely,

***** *******
Business response
01/27/2025
Hello
A note from our service team - "From the information that has been gathered, it's apparent that the casement windows are being left open during high wind occurrences. If this happens, the wind will catch the sash (operable panel) and slam it open regardless of how strong the hardware, or the supporting frame is. In high wind scenarios (which this area is known for) the casement windows will build air pressure behind them and force them open. No different than a car door being ripped out of your hand in high wind or a door to your home that is violently slammed open if not closed all of the way. The window is simply being overwhelmed by the external elements. This is not a design flaw or a defect with the product itself. The product has limitations, and in this case, they are being exceeded by the elements. With this property being a rental or an air bnb, I would make sure it's clear to the tenants that the windows are not left open during high winds, or this issue will continue to happen."

We were able to suggest a dealer to assist in fixing the issues but there is no further action from MILGARD at this time
Customer response
01/29/2025
On January 27, 2024 the business, Milgard sent the BBB a message which is nothing other than a recycled email that they had sent me in the past. I rejected them at the time an I am rejecting them again today. As stated in my previous rejections, Milgard is not dealing in good faith. Here is my response at the time they sent me that email. This is still my response. I don't understand why Milgard is stating that "From the information that has been gathered, it's apparent that the casement windows are being left open during high wind occurrences." This is not the case. The windows are being damaged during normal use conditions. It has become clear that there is a design flaw on these windows that are under warranty. There is no question that your casement windows are deficient. The issue here is not damage due to high winds. Any slight wind damages them. In fact, what you are describing is a design flaw in windows that are under warranty. For this reason I do not understand what you mean by saying that you are only taking warranty work at this time. When I was purchasing these windows for my project, there were no restrictions of usage or location restrictions revealed to me by anyone at Milgard or on the Milgard website where these windows were displayed to the public. I was never told that these windows cannot be used in ******. There are no wind restrictions posted on any of these windows themselves. I have taken upon myself to actually note in my lease that the windows need to be closed whenever there is inclement weather. However my lease should not be the first line of protection for the design deficiencies of the Milgard windows. It is a design deficiency if a window cannot be opened and used as it is intended to under normal weather conditions. I spent thousands of dollars on these windows and Milgard is telling me that they cannot be opened when it is hot in the building. I am absolutely baffled by Milgard's statement about the fragility of Milgard casement windows. If a window cannot be used for its intended use, there is no reason to have it. I will not pay for any of the repairs that are needed on these windows. It is Milgard's responsibility to make sure the windows resist wind. For your information, there are no hurricanes or tornadoes in the location where this windows are used. These Milgard windows are just deficiently built. What is the resistance factor of these windows to wind? What is the maximum wind speed or pressure that these windows can sustain? My windows are under warranty. All the info provided to Milgard on the purchase of these windows clearly indicate that they are under warranty. They should be covered by Milgard and I am expecting Milgard to do so. I will be waiting for Milgard to repair my windows or replace all the windows because of the design flaw. I will hold Milgard responsible for any further damage to my building that is due to the defect in the Milgard windows and the non repair of them by Milgard. Thank you. Habib
Initial Complaint
11/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Milgard Windows and Doors provided a lifetime warranty on the windows installed in my home. When this was first reported in August ***** Number - ********), they mentioned a three-month lead time to receive the new windows. On November 8th, I received a call from a representative saying they would come to replace the windows on November 12th, with a time slot between 7:00 AM and 9:00 AM. Due to family circumstances, I requested a slot after 8:00 AM, and the representative said someone else would follow up with me. However, I did not receive any follow-up, and when I called today, I was told the next available slot is now January 21, 2025. I asked for an earlier slot, but the manager was unable to provide one. I am dealing with faulty windows, and now the replacement process is taking 5-6 months during cold weather. Can I seek recourse?Their number is - ************** Manager Number - **************
Business response
11/22/2024
Hello - I have taken note of this with our service manager and requested that your date be moved up should there be any availability
Customer response
11/23/2024

Complaint: 22553428

I am rejecting this response because: Can I get a date? Its been already weeks out from the original date. I am looking for a date and no one contacted me on this.

Sincerely,

Jino ****
Business response
12/09/2024
At this time, the date for your appointment is 1/27
Customer response
12/10/2024

Complaint: 22553428

I am rejecting this response because: I believe my original appointment was on Jan 21st, since I came through BBB, they again extended to Jan 27th? Last response was, they will try to make it early and I got a date which is one week later? What kind of support is this?

Sincerely,

Jino ****
Initial Complaint
11/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
A claim was originally filed June 3, 2024 for a defective Milgard window that is covered by a valid lifetime warranty. I was given a case number ******* by Milgard. Numerous e-mails have been responded to asking for additional information over the last 5 months, but no action to replace to window or inspect the window has been performed by Milgard!It appears that Milgard is simply ignoring the warranty and delaying any action to replace the defective window, hoping that I will just go away.The e-mails that I have provided to Milgard customer service have been to a person named *******.
Business response
11/22/2024
Hello - Per our records, this work was complete on 11/21. Please let me know if there are any issues or if this was not the case.
Customer response
11/22/2024

Complaint: 22526199

I am rejecting this response because:
Milgard has not replaced the defective window as yet. Your e-mail indicated that Milgard had resolved the issue on 11/21. Milgard indicated to me that a technician would be out on December 9th to resolve the complaint. I am awaiting the technician at this point.

Sincerely,

**** ********
Business response
12/09/2024
Confirmed 12/9 date, service is to be complete today
Customer response
12/09/2024

Complaint: 22526199

I am rejecting this response because:
The Milgard technician was out today to measure the defective window. He indicated that it would take at least 2 weeks to actually be here to replace the defective window.
Therefore the work has not yet been done. The complaint will be satisfied only when the defective window has been actually been replaced!
I will notify you when the window is replaced.

Sincerely,

**** ********
Initial Complaint
10/31/2024
Complaint Type:
Product Issues
Status:
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.
I purchased three windows and the wrong screens were shipped. A claim was made within weeks of receiving the windows and to date no action has been taken by Milgard. Currently Milgard is not responding to our inquiries about this claim.
Business response
11/04/2024
Hello, I've notified our service manager of this issue and requested they call as soon as they can.

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