Milgard Manufacturing, Inc.

We purchased a home with Milguard windows a little more than a year ago and ALL 3 of the large daylight windows all have the rainbow discoloring from a bad seal and our slider is starting to do this. Our house is only 13 years old but since we are not the original owners we are 3 years too late for the warranty but they would have offered for a lifetime to the original owners. I understand warranties and I get all of this but seriously all 3 of the same type size windows in our house are bad - seems like maybe an issue with the lot of windows they used considering its .004,.008,.009 serial numbers and .012 for the slider and to only be good for 13 years? Not to mention I felt like customer service was just a little less than sympathetic. We will never replace with or recommend using Milguard windows to anyone.

Review: 10 years ago we bought a new home with Milgard windows which advertises a life time warrity. This year 3 of our windows failed in the outside Payne. When we moved into our home I had a sunblocker film put on in the inside because of this Milgard will not cover the warranty I was never told this by the sunblocker company our builder and of course Milgard. The problem is not the film it's the middle Payne which film doesn't touch. I work hard for keeping my home as nice as I can I can prove the film had nothing todo with the seal failure of our Milgard windows which are suppose to be the best well they lost my respect.Desired Settlement: Replace by Milgard the 3 windows that failed under the life time warrity.

Business

Response:

We sincerely apologize for the unfortunate circumstance that Mrs. [redacted] is currently experiencing. Milgard Windows stands behind it's products based on the terms of the written warranty. I have attached a copy of the Milgard Warranty dated January 1,2012 as a reference. The first sentence of the "Exclusions From Coverage" includes the use of applied tints or films, "This Warranty does not cover damage or defects relating to misuse, abuse, the use of applied tints or films, alterations including but not limited to customer-applied finishes"

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Milgard rep Called me and gave me a 50% discount on the glass so I'm happy they are willing to help [redacted] in Redding calif who are a local company that I had put the film on refused to compensate me anything. I know I should have kept all my info but again was not informed by [redacted] that putting a film on will negate the warranty on the Milgard windows . I know I can't take this to small claims because of no receipts or contract but I am going to write a letter to our local paper so others can be aware with all info before putting a film on there windows. [redacted] should info customers when signing up for there product about the loss of a life time warrity for the window seal failure.

Review: I submitted the Milgard rebate by mail back in April. The promotion was spring into savings or something like that. But I still haven't got any money back yet. My PO# [redacted] and Invoice# [redacted]. I have tried contacted Milgard by phone and left a voice message but no replies since June.I also tried using internet [redacted] but the website always told me "Your submission has triggered the spam filter and will not be accepted. If you feel this is in error, please report that you are blocked."I feel the only way to talk with them is going through Revdex.com.org for now. Thank you for your understanding.Desired Settlement: Issue the rebate $150 ASAP.

Business

Response:

We have received all of the necessary paperwork to process the rebate as of 7/27/15. We have contacted Mr. [redacted] and informed him that we have received all of the necessary paperwork and have processed the information for Mr. [redacted] to receive his rebate. He has confirmed that this as been a communication issue as well as us and is happy that we have gotten to resolution of providing his rebate for the purchase of his windows from Milgard.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Seems that the rebate forms I mailed out in April somehow lost.

Review: I had new Milgard windows and doors with screens installed on 4 and 6 Dec 2015. I notified the installation company ([redacted]) of problems with installation and product problems with one screen door. They ordered a new screen door and replaced it on 7 Jan 2016. During the replacement I again pointed out the poor construction of the new screen door. On 8 Jan 2016 I received an email from Milgard stating that a customer service representative would contact with two business days. After not hearing from them I call Milgard on 13 Jan 2016 and was told that they had assigned the replacement work back to [redacted] and that they would have the new door ready for installation on 21 Jan. As of this date I have not been contacted by anyone.Desired Settlement: Screen door replaced in a timely manner by Milgard in accordance with their warranty.

Business

Response:

Our service team researched and reached out to the homeowner to resolve the screen issue.

The screen is scheduled to be installed on Thursday. We will follow up with the homeowner on Friday to see how the install went.

I am available to talk with the homeowner if needed.

[redacted] Sacramento

Review: Milgard Windows refuses to continue to honor the lifetime window warranty under which we purchased our new condominium. We had received excellent service from Milgard for over 25 years, replacing several windows and doors with failed seals.

However, they have since chosen to refuse to repair or replace a failed sliding glass door, stating that their lifetime warranty was instituted the year after our windows were manufactured. We were informed at the time the home was built that the Milgard lifetime warranty covered all of our windows and doors, and Milgard has serviced us under these terms, for decades. This has established a clear course of dealing.

Now they refuse to answer calls regarding this issue. They simply have dismissed us, saying that our file has been noted that there is no longer warranty coverage. So we are stuck with a milky window that we cannot see through. We can't touch it or replace it because that will violate the terms of their warranty, and so we are burdened with having to continuously look out of a completely foggy and opaque failed sliding door to our main living area.Desired Settlement: We request that our window be replaced and that our file be corrected to indicate that we are, as original owners, covered under Milgard's lifetime warranty.

Thank you.

Business

Response:

We have reviewed our service history and determined that we have been out to service the product. Due to our past actions and not notifiying the homeowner of their warranty standing, we will honor this service request.

In reviewing the warranty information, we will make a determination as to their warranty standing and let the homeowner know of that standing. If they have any questions pertaining to this, they can reach out to me, the location General Manager.

Thanks.

[redacted], GM - Sacramento

Review: I was very pleased with the onsite service. However even tho I very clearly gave the correct information the wrong size window was sent out and necessitated and 2nd trip. 2 days lost wages so we could be home for the repair. What I am most unhappy about is that the window so very obviously failed, the slider lite just exploded inward one night. I was told it was “bad glass but not covered. The cost was $70.00 to replace the bad glass. As well as the cost to take the window to be replaced, and pick it up after it was repaired, and being w/ out a functioning window in January. The fixed glass lite’s coating failed and was badly colored, (purple sheen). The fixed window was replaced. I feel the entire window should have been replaced.Desired Settlement: I want a refund for their my time, gas, trouble and their bad glass that I had to replace.

Business

Response:

To Whom It May Concern:On 2/22/16, Milgard Service scheduled the replacement of the glass unit in question at no charge to the homeowner. The replacement was completed succesfully and covered under our warranty. Should the customer or a member of your organization need further information, please feel free to contact me at [redacted]

Consumer

Response:

I am rejecting this response because: Milgard only replaced one pane of glass, 1/2 the window. The other 1/2 of the window glass cracked and exploded inward in the middle of the nite. The milgard operator said it was bad glass, sometimes that happened and they will not warranty their bad glass. I had to pay $70, to replace the window as well as transporting it back and forth to the window shop and being w/ out a functioning window in the winter cold. They clearly admitted the window was made w/ bad glass. The window failed on both pieces and they only replaced 1/2 of the window.

Business

Response:

We apologize for the confusion. We were under the impression that the issue was resolved by replacing the one unit. We will reach out to the homeowner to resolve this issue with them. Also, please note the contact information below if you need to reach out to a representative of Milgard if we don't get a hold of the homeowner in the next day or so. The homeowner is free to reach out as necessary to [redacted]. Phone number is [redacted]

Review: Primary complaint is lack of communication about manufacturing delay.

When ordering our windows and doors, we were told of a delay with part of our order, and we planned our project to coincide with the delayed delivery date. The day before delivery they confirmed that all items shipped for delivery. On delivery day, only 2 out of 5 pieces arrived. When my contractor discussed with them, he was told there was a material shortage, and that there were plenty of customers waiting for their orders as well.

Now the local sales representative has missed our arranged call, and is unresponsive to calls, so we have no date for delivery.

Question: why were we not informed of manufacturing issues at the time of discovery?

We were misinformed about fabrication capability, and order fulfillment status putting our project at significant risk. I question if this "misinformation" was intentional and if it began from the time of order in October of 2015.Desired Settlement: 1. Set a firm delivery date for the remaining items.

2. Agree to a discount for current project delay.

3. Agree to a daily penalty to be applied if new delivery date is missed.

4. Inform other customers of delays.

Business

Response:

Spoke with homeowner regarding delays. One of the 3 past due items will be delivered to the homeowner on Wednesday, 2/10. The remaining two items will be delivered to the homeowner on Tuesday, 2/16. Please contact me if you have any further questions. [redacted]Milgard Windows and Doors

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. " Dear Revdex.com, Milgard brought a satisfactory resolution to our complaint. We were contacted two weeks prior to our previous delayed delivery schedule and notified that our products were fabricated and ready for shipment. They went out of their way to expedite delivery of one critical item to meet our new project schedule. The product is top quality and we hope to do business with them on our next project. Thank you Milgard. regards, [redacted]"

Review: I am the original owner of a home in Gold River where Milgard windows were installed. I was told they had a lifetime warrantee on them. Two of my double paned windows are leaking and need replacement. The only name on these windows is Milgard. They have refused to replace them stating that they don't make windows of this size. There is no other name on the window or frame.Desired Settlement: I would like Milgard to honor their lifetime warrantee and replace my windows free of charge.

Business

Response:

THIS PRODUCT IS NOT MILGARD FRAMES BUT HAS MILGARD TEMPERED GLASS. THE STICKER ON THE FRAMES SAYS FLEETWOOD ALUM PRODUCTS. MILGARD SERVICE DEPARTMENT DOES NOT SERVICE WINDOWS THAT ARE NOT MANUFACTURED BY MILGARD.

Consumer

Response:

I am rejecting this response because: there is no name other than Milgard on the window or the frame.

Business

Response:

To let you know, We sell to dealers who order just glass all the time for the end user. That glass does not have a warranty. We will not service glass that is put into another manufacture’s frame for liability reasons. Our senior tech went to her home and clearly identified this window frame as “not Milgard”. He saw another window in her home that had another window company name on it clearly labeled. We are only assuming that window is also manufactured by that company.

Consumer

Response:

I am rejecting this response because:

You cannot assume that since another company made one window it made them all. If they had they probably would have put their name on them all! Milgard wants us to accept their word that they didn't make my windows! Their name is the only name on the affected windows and Milgard needs to make good on its warrantee.

Review: I ordered windows from [redacted]. I gave the sales associate the model number, color and style of window that I needed. I currently have 4 of these windows installed and obviously need the others to match. I order these windows from my past sales invoice. With giving this information, the sale associate placed the order. Not at anytime was there any conversation about the with of the Z bar ever discussed. Even Milgards own web-sight does not discuss Z bar. I feel, anyone would assume that by ordering any product, by means of a model number, that it's a safe bet, you are getting the same thing you already have. Not so with MIlgard. Even one of their own sales associates that I talked to today, mentioned that not everyone seems to know about the wider Z bar. I feel that Milgard has acted in bad faith, from the delivery driver who lied and tried to bully me into taking the delivery by clamming Milgard would not take the windows back, even though they were never unloaded. Too the two sales associates who lied to the Newpane sales associate today and told him that the Milgard Company did not make windows in that size Z bar trim. Too now, Milgard threatening me, $150 per day to store their windows. It is not my duty to know more about Milgards products then some of their sales personal or their web-sight has to offers.Desired Settlement: Exchange for window's I ordered and need to finish job, or we can go are separate ways and I will tear out the 4 Milgards windows I currently have installed, and ordered new windows form a more reputable, consumer friendly company and find a more knowledgable sales staff that knows their product line.

Business

Response:

Milgard is the manufacturer of the products that are ordered by our dealers who sell each product. We have contacted the dealer who informed us that they are currently in communication with Mr. [redacted] attempting to find a resolution to the issue/concern.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I have been under extreme duress in dealing with the numerous problems in trying to get the 96 x 80 Ultra Series Fiberglass french door with operable sidelites ordered from Milgard four months ago, and until this day we still have not received the product that we paid for.Desired Settlement: We demand our money back, $3,527.72 ($3243.88 plus $283.84 tax) for being unable to fulfill the product ordered, to compensate us for the numerous complications, the time off from work to be present at each of the visits by Milgard (6 visits and counting), and the stress of having to deal with this entire situation while I was pregnant, which I made Milgard aware of.

Business

Response:

Milgard takes full responsibility for the noted complaints relating to manufacturing defects and delays of the product that was purchased by Ms. [redacted]. While we regret the unfortunate inconveniences that our customer has experienced, we are committed to fulfilling our obligation to service the product as stated in our lifetime warranty.

Ms. [redacted] currently has a confirmed appointment on schedule to have product serviced and we hope to have satisfactory resolution upon complete of that service.

Thank you!

Milgard Windows & Doors

Sacramento Service Supervisor

j[redacted]

Consumer

Response:

I am rejecting this response because:We still have not received the products we purchased. Milgard is in breach of its warranty. They have repeatedly failed to solve the problems we identified. The warranty is clear that we are entitled to our money back. We request that this matter be referred to Revdex.com's conditionally binding arbitration process.

Business

Response:

On 11/26/14 our service technicians addressed and completed the outstanding service issue in Mrs. [redacted]’s home. Milgard has fulfilled the obligation under the lifetime warranty awarded to Mrs. [redacted] upon the purchase of the product. We sincerely regret this process has taken longer than expected. If Mrs. [redacted] has any future service needs, we would like the opportunity to regain her trust in Milgard by providing her prompt professional service under the terms of her warranty. Thank you [redacted]Milgard Windows & DoorsSacramento Service Supervisor[redacted]

Review: I called Milgard over a month ago to replace the glass in my window that has a defective leak. They have not set a date to replace the glass.

Date of appointment to measure window for replacement glass under warranty was Octoberr 9, 2013. I have called twice since then to find out why they have not set a return appointment to do the work. They are claiming that they have a new warranty policy and that my windows are not covered because I am considered "commercial property". I assured them twice that this is not the case, that this is my residence and I purchased these windows for my home. They keep telling me that they will call me back with an appointment to replace window, but never do and they say they will change this note in their computer, which they have not done. These windows have a lifetime warranty that they are not honoring because they are claiming that I have a commercial building. Purchased from Sunset Glass 415-664-1626 on 6/17/2002 - 2 Milgard Double casement wood clad fiberglass white and 2 Milgard Ultra fiberglass Double casement windows with center picture window price $8796.00Desired Settlement: That they honor their lifetime warranty on my windows and fix the window.

Business

Response:

CASE ID : [redacted] – [redacted]

1. Milgard runs property ownership search in order to verify ownership and warranty. In this case the search records indicated two different addresses both of which are deemed “commercial property.

2. Upon research, it was verified the correct address and property ownership as individual not commercial-

3. we spoke to Ms. [redacted] to schedule a service call on Jan 15, 2014 -- to measure the product - and have schedule her property for replacement of product for January24,2014

4. Records have been corrected in the Milgard Data base Reflecting the correct warranty.

Consumer’ Desired Resolution:

Milgard Manufacturing is honoring the lifetime Warranty on the windows and will replace the defective product .

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

However, their response as to why they were not honoring the warranty is very disrespectful. Thank you for your help with this. I don't know what I would have done without you.

Sincerely,