Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 80k of new windows and doors for a new construction project. The windows are defective due to a manufacturing defect (they did not set up blocking on the frames correctly for a batch of windows) which has been acknowledged by a ***air technician that came out one time to assess the problems and make a half hearted attempt to ***air a couple of windows partially. Weve had poor customer service in that we have relayed this issue to Milgard in July 2024 before move in; moved into the house in 8/24; have had techs come out to assess the issue only to send a second set of techs that didnt have the prior visits assessment information; have had a senior sales *** and retailer visit to express empathy and assurance that theyll make this right in September only to get kicked down the road to a 3rd November ***air visit scheduled. This is unacceptable to have non functional windows that sag and cannot be closed due to manufacturing defects which Milgard has themselves acknowledged. Further unacceptable to have this poor customer service experience for 5 months. Milgard we thought had a good ***utation and they have a dwindling window of opportunity to make this right for us. We have many neighbors who compliment us on our new home build and ask for ********************** references .. well be certain to warn them not to buy Milgard and instead go with ******** windows which we also considered and wish we would have gone with in retrospect.

  Business response

  10/24/2024

  Hi *****,

  Can you please provide the service request # that you were given so I can pull this up in our system?

  Thanks

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased vinyl patio doors that came with "full lifetime warranty, including part and labor". The doors are no longer closing properly. I have requested service 4 times through their online portal, on 6/28/24, 7/22/24, 8/21/24 and today, 9/26/24.I do receive confirmation emails of my service request, but no one has contacted me to schedule service.

  Business response

  10/04/2024

  Hello,

  Per our findings on this case, the rollers for the sliding door need adjustments which falls under general care and maintenance and is not a warranty issue. You can find a how-to video on roller adjustments linked below:

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

  At this time, there is no further action from MILGARD on this case.

  Best,

  ******* W

  Customer response

  10/09/2024

   
  Complaint: 22343345
  
  I am rejecting this response because: this is not a preventative maintenance service issue, clearly the door is no longer closing properly and it needs to be repaired.  I should not have to hire a handyman to fix the sliding door.  I am very unhappy with the so called "FULL LIFETIME WARRANTY INCLUDING PARTS AND LABOR".  It is misleading and no coverage at all.  Every time I request something to be repaired on the sliding patio door, I have been told that it is not covered under the warranty.

  I will never purchase any Milgard products and will share my experience with everyone I can. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Oct 2023, Milgard Windows came to my house and ***laced a few defective windows by swapping out the window glass. Sep 6th 2024, I found the ***laced glass started to show a diagonal cracking from the bottom of the glass to the middle of the glass. I filed a case online using their portal with case #********. On Sep 19th, I called 1-800-milgard to ask for status. The warranty *** first said I need to show proof that I am the owner of the window. I said I cannot show that since the new glass was ***laced by Milgard ****************** team last year. Then the *** said I am not eligiable to have the glass ***laced. She states Milgard only guarantees their glass for a few days after install. I believe this is an act of circumventing their own life time warranty policy as the ***lacement glass directly came from Milgard. I would like BBB to step in and help to resolve this situation. I would like Milgard to take responsibility to ***lace their own ***lacement glass that is cracking. Thank you!

  Business response

  09/27/2024

  Hello, I pulled your case up in our system and it looks like my team needs verification that you are the original purchaser of the windows to ensure that you are under warranty. It looks like you spoke with one of our team members on the 19th and she is awaiting further information.

   

  Best, ******* W

  Customer response

  09/28/2024

   
  Complaint: 22312428
  
  I am rejecting this response because:
  

  It does not make sense!! If I am not the original owner of the glass, why would your team come to my house and replaced it last year? Of course my ownership was verified at the time when your team came and replaced my glass. Now with the glass YOU have replaced, it is nowhere I can track serial numbers since all evidence is removed. You are putting your consumer in a deliberate situation where no way for the consumer to verify ownership.

  Bottom line: It's your replacement glass that needs a replacement. Due to natural cracking based on quality and not caused by external damage. 

  Ownership: It's catch 22 you are putting me in! All serial numbers have been removed by your service team when you ALREADY replaced my glass last year!

  
  Sincerely,
  
  ***** ****

  Customer response

  10/08/2024

  Milgard had already replaced my window glass last time. Hence there is no way to verify the replacement glass. The response from Milgard did not address any of my concerns. The request is for Milgard: replace the faulty replacement glass that was received and installed by Milgard service team who came last time.  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have reached out several times since July 2023 to Milgard windows with sliding door/windows leak issues. They tell me what the leak might be by the photos, I fix what they tell me, leaks do not go away. Today I was told leaks are normal and I should contact other window companies for service when Milgard sold products backed up with lifetime warranty. Milgard windows **** keep giving me runaround and excuses instead of coming out, identifying and fixing the problem. I am frustrated and exhausted dealing with customer service agents that do not want to help. I want Milgard to fulfill their warranty obligation and fix my leaking door and windows, so I do not run around when it rains with towels soaking in rainwater. That is not normal.

  Business response

  09/27/2024

  Hello, I see that we are scheduled to have our team out today, 9/27, we can keep this open until we find a resolution.

  Customer response

  09/27/2024

   
  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

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We replaced all the windows in our home with Milgard windows upon the recommendation of our contractor and were told there was a 'lifetime' guarantee on the windows. Several window seals failed within 5 years and these were eventually replaced. Now multiple window seals have failed (about 20). I contacted Milgard in April and have complied with all their requests (pictures of the windows, location, identification numbers of each window) but still haven't received any response that the windows will be replaced, or when this would occur. Meanwhile we've discovered 6 more window seals that have failed. At this point, I don't know what to do as I'm not getting any responses or answers from Milgard.

  Business response

  09/13/2024

  Hello, I pulled your case in our system and see that we haven't gotten back to you in a while. I just contacted our regional service manager about this issue and requested they be in contact as soon as possible.

  Customer response

  09/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I received a call from local Milgard indicating that one person (*******) would be following my request.  Apparently, previous photos I sent could not be found so I'll send them again.  I hope this leads to a satisfactory closure.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have Milgard windows in our home. These windows have a 10 year warranty. We have several windows that were replaced through Milgard approximately 3-4 years ago. Several of these recently replaced windows have failed. I have been reaching out to Milgard via email and phone and have provided photos that these windows have failed. Milgard is asking for serial numbers on these **********************, and as these photos have shown proof of, the serial number is impossible to read. ********************** is refusing to send a technician out to my home to assist with figuring out if these windows have been replaced within the last 10 years (which I positive they were replaced 3-4 years ago and should be covered under their warranty/quality guarantee). A resolution for me would be for Milgard to come out and fix the windows that were replaced 3-4 years ago and abide by their quality guarantee.

  Business response

  09/04/2024

  Hello,

  I just reached out to our service team so I can get a bit more information on this case and am looking to see how we can proceed.

  Best,

  *******

  Customer response

  09/04/2024

   
  Complaint: 22232669
  
  I am rejecting this response because: there is no resolution yet. We will need to continue waiting to hear from Milgard after they look into the case. 
  
  Sincerely,
  
  ***** ****

  Business response

  09/20/2024

  My team has found that these windows are out of warranty and will not dispatch a technician to out of warranty products. At this time there is no further action from our side

  Customer response

  09/20/2024

   
  Complaint: 22232669
  
  I am rejecting this response because: these windows were replaced within the last 4 years. Their warranty is for 10 years.
  
  Sincerely,
  
  ***** ****

  Customer response

  09/30/2024

  Hello, that is what I am trying to get from Milgard but they just keep responding saying Im out of warranty. Approximately 3-4 years ago they came and replaced several windows and doors. Im trying to understand what windows and doors they replaced so I can under which ones are covered under warranty still. We cannot make out the serial numbers (as evident in the photos) so I cannot match up windows/doors with warranty and need Milgard to assist with this. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Milgard months ago about a faulty window. The lady on the phone was not helpful and said it would take weeks to get an email out with what they need. I received the email and they are asking for a serial number on teh window which the window doesnt have. I said that to the lady on the phone who said they all have them and to keep looking. The window doesnt have one. I have now sent 6 emails asking for help and ***** will reply to me to get this resolved. The windows are 5 years old and have a lifetime warranty and yet I cannot get anything resolved. The customer service has been very difficult and they are not willing to help.

  Business response

  08/26/2024

  Hi *****,

  Can you please fill the following link out. When prompted, select no sales order number and fill out the remaining boxes. Then send the case# you receive so I can escalate your case with our service team.

   

  Thanks,

  *******

  Customer response

  08/29/2024

   
  Complaint: 22169884
  
  I am rejecting this response because there is no said link that ******* is referring too. Please resend the link and Im happy to do as instructed. The email I received from ******* months ago that Ive been replying to w no responses also doesnt have a link and says I must reply directly to that email even tho no one responds. 
  
  Sincerely,
  
  ***************************

  Business response

  09/13/2024

  Oh gosh, I'm so sorry. Here is our service link: ******************************************************

   

  Can you please let me know what email you have been messaging and I'll happily look into that as well.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I installed 5 doors and 8 windows in 2016 from Milgard. The windows were difficult to open and I had difficulty with the screens. Over the next few years I called Milgard because the screens would never open easily and some just do not open. Two constantly come off of their rails. They sent out **** to my house a few times who kept telling me that I need to be stronger for the windows ( I am someone who performs surgery on heavy patients weekly). Put WD40 and would tell me that cannot do anything about the screens or windows. 8 years later I cannot use the screens. Awful company. I do not have time to keep calling them every day.

  Business response

  08/26/2024

  Hello,

  I reached out to our service team and requested they give you a call as soon as they can.

  Best, 

  *******

  Customer response

  09/03/2024

  I have never received a call from the ******* company.
  Thank you,
  *****************

  Business response

  09/04/2024

  Sent a follow up to our service manager to get in contact ASAP.

  Best,

  *******

  Customer response

  09/16/2024

  I dont understand. The last message said that they wanted me to reach out to them because they failed to reach out to me the first time, but I did not have any contact information who to reach out to and they have never reached out to me. This is why Im completely confused about what I was supposed to answer. There was no response from them since they never gave me any contact information.
  
  Please help. I clearly dont understand how to deal with them.
  Thank you,
  
  *****

  Business response

  09/20/2024

  It looks like we left a voicemail on the 10th, finding that your screens are out of warranty. If there are any other issues, we can look into them. If the screens are the only issue, there is no further action on our part.

  Customer response

  09/20/2024

   
  Complaint: 22169172
  
  I am rejecting this response because:
  When it was under warranty, I had contacted you multiple times. The guy who came to my house, even said that the screen doesnt seem to fit the window. He said WD-40 is as good as he could do because theyre not going to replace the window for the screen. I know its out of warranty. You declined to fix it during that warranty time. 
  Sincerely,
  
  ***** ***

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house was built with Milgard ********************************************* with a lifetime warranty for the original owner. Since moving in, window sashes have repeatedly failed and required replacment. On Jun 11, 2024, I filed a warranty claim on *******'s web site, case # ********, for approximately 16 newly defective sashes. Since making the claim Milgard has not responded with information aboiut replacing these defective windows. Several defective sashes do not have serial numbers so I could not report these under this warranty replacement claim.

  Business response

  07/31/2024

  Hello,

  It looks like this case is being processed with our team. An email was sent your way on July 27 with the following questions- 

   

  "Kindly supply the following for: 3 discolored sashes do not have serial numbers. One is the other crank-out window (there are two the same), another is a fixed sash and a 3rd is operable sash.
  
  1.How does the window operate up/down side to side cranks out?
  2. What half of the window are you having the issue with moving/ non moving?
  3. A room location 
  4. What is the issue 
  5. Visible glass only measure measurements ( wide and tall)
  
  Thank you 
  Milgard Svc Team" 

  Customer response

  07/31/2024

   
  Complaint: 22025728
  
  I am rejecting this response because: I had double heart bypass surgery on July 8 and now I am unable to physically climb to inspect the remaining windows. I request that Milgard send the local field inspector, the same as it did the first few warranty claims ***** years ago, to assess all the windows and gather missing measurements etc. These failing sashes are a repeating problem caused by bad manufacturing practices at Milgard. Milgard needs to step up and fix the problems, wholly at it's expense, without homeowner intervention in the repair process.
  
  Sincerely,
  
  ***********************

  Business response

  08/07/2024

  I contacted our service team requesting they give you a call so we can sort this out.

  Best,

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

  Customer response

  08/15/2024

  This is not resolved, and it needs to be reopened.
  
  The last communication via BBB was that someone (the area
  manager/inspector?) would contact me about inspecting the failed windows for warranty replacement.
  
  As of today, no one from Milgard has reached out.
  
  Please reopen this case.
  
  Thank you.

  Business response

  01/03/2025

  Hello, it looks like we will have a team on site on 1/28 to get this fixed

  Customer response

  01/03/2025

   
  Complaint: 22025728
  
  I am rejecting this response because: it's too soon - the repairs are not completed. Ask again after the appointment date.
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We bought a new home with brand new Milgard windows and sliding door last December. In the last 6 months, multiple issues on the windows and sliding door were noticed. Since these windows and sliding door have lifetime warranty, we contacted Milgard for warranty repair multiple times with no response. Since the sliding door won't close which raises a huge safety concern, we need get it fixed ASAP.

  Business response

  08/07/2024

  Hello,

  I just pulled your case and saw you were in contact with *******. I have contacted him and our service manager to get in touch with you ASAP.

  Best,

  ******* W

  Customer response

  08/13/2024

   
  Complaint: 22016292
  
  I am rejecting this response because: the issues haven't been fixed yet. We will accept the business response once all the issues are fixed.
  
  Sincerely,
  
  ***** ***

  Business response

  09/20/2024

  I just followed up with my team to see when the other parts will arrive

  Customer response

  09/20/2024

   
  Complaint: 22016292
  
  I am rejecting this response because: We received the parts. But after putting the missing part in the window, the window still can't be locked. 
  
  Sincerely,
  
  ***** ***

  Customer response

  10/15/2024

  We would like to leave this complaint open. The most recent response from Milgard was that they would contact the service team to fix the window which couldn't be locked. After that we didn't get any follow up about the plan to fix the window. Since the problem still exists, we would like to leave it open.
  
  Thanks!
  Wenbo

  Business response

  11/04/2024

  According to our internal team, this is complete based on a diy basis.  If this is incorrect, please let me know what else we need to do

  Customer response

  11/04/2024

   
  Complaint: 22016292
  
  I am rejecting this response because: One of windows couldn't be locked due to a missing part. Milgard sent us the part. But after putting it in, the window still couldn't be latched. We suspect that the hole didn't get cut at the correct location. We need Milgard to send us a technician to recut the hole or adjust the hole location so that the window can be latched.
  
  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. ↩