Ply Gem Industries, Inc.

This company should not even be in business, at least the distributer servicing TM, Highland Ranch, FL.. We are having a new home build done in Taylor Morrison , Esplanade, FL. Our windows were ordered in Jan 2021, we expected delivery on 2/25/21, and we are still waiting 3+ months now. .. Meanwhile, all of the other new construction homes around us all have their Plygem windows installed. These homes started several months after ours did, and we are absolutely disgusted with the mis-management of this useless organization. There is nothing special about these cookie cutter windows,, It's just simple stuff... But obviously , they cant do simple stuff. We cannot move forward on our home build without windows and this inept organization is the cause of it... Any further delays is going to force us into legal action, that is a certainty .. Simple as that. We , as a consumer , are not going to let this two bit vendor get away with this any longer.

Yours truly,
an absolutely irate dis-satisfied customer.

We had our house sided with PlyGem vinyl shingle look-alike in 2007. Awhile ago I noticed that one side of the house’s shingles looked like it had stripes. I called the company and was told that altho the 10 year warranty for fading had passed it was possible that what had happened was “checker-boarding”. All I needed to do was send some pictures AND a piece of siding from the affected area because they could not determine if it was really “checker-boarding” unless it was analyzed by their machine. We did as asked and it was agreed that it is what it looks like. Up until then I was satisfied with the company. Their resolution is to send a voucher for the quantity of siding our contractor estimates...and he’d better not be wrong. No flexibility there, but ok. BUT the amount they pay is the what they say is the 2007 cost of the labor for installing the siding. No recompense for removal or any other related work, and certainly not at today’s rate of pay. Meanwhile I’ve noticed that this checker-boarding is appearing in other places on the house but since the $450 they sent for the job is less than 1/3 of the contractor’s estimate for the side of the house with the least sf, I wonder how much more it would cost me to replace their defective product on the entire structure. The warranty is truly lame.

Our house was sided in 2007 with Ply Tech vinyl shingle look-alike. Awhile ago we noticed that one end of the house was not uniform in color, but had horizontal lighter colored stripes in places. I called the company and was told the 10 year warranty against fading had expired but the striping looked like “checker boarding” which would be covered with no time limit. All they needed to verify was pictures of all four sides of the house AND pieces of the siding so their machine could analyze the produce. Done. It was determined to be “checker boarding.” That part worked well. However the rest is more than mildly annoying. They sent a voucher to us for the squares our contractor determined he would need. Also sent was a check for their assessment of the labor cost for replacement, at 2007 rates. AND, they only consider the labor to install, not the tear-off nor all the other parts of the job. So their check for $450 is only a third of what the contractor has estimated. Now, I’ve noticed that two other sides of the house are beginning to show signs of checker boarding. It was their product that was defective so why am I bearing the brunt of the cost to fix it?

Do not purchase Leaf Relief to block pine needles The installer stated the product is not working as intended, thus I completed the long and time consuming warranty claim which was denied Leaf Relief doesn't honor their warranty (there are many other posted complaints of them not standing behind their product) I have debris cemented on the covers of my front gutters, high winds won't blow it off and I was told the product is working in my claim denial letter!

I had a new home built in with PlyGem windowsRecently (XXXX) I noted that one of the windows had fogged up and apparently failedThrough the WEB I was able to make contact with their service representative, who sent me a formOf critical importance was the production reference label, which I was able to find on my defective window I took pictures of the failed window with the fogging slightly visible and a picture of the labelI still had a picture of the installation of the windows, and along with their form filled in, I e-mailed everythingI received a confirmation promptlyA week later I got a call for an appointmentTo my surprise, the reps had a replacement window with them and installed itThings happen, and no hassle to have it resolved

We recently purchased a new "energy efficient" home with ply gem windows and are very disappointed in the performance of their products Several windows have so much air coming through the sides that the blinds the blinds rattle against the windowOur sliding glass patio door panel has a broken seal and moisture has gotten inside and streaked the interior and is not cleanable We were working with our builder and they have sent several warranty people to try and solve the problemsThree people have tried to fix the problem by inserting several different kinds of foam into and around the windows which, don't stay in place or don't work at all The warranty company Had so many complaints that they went out of business and now are filing a class action law suit against plygemThe builder says they are no longer using plygem and they recommend us going through plygem directly We have seen the fixes that have come from the factory and they don't work so we decided to join the class action lawsuit We certainly would not recommend this company at all

Our new home was constructed with Ply Gem windows and a sliding glass door in This past week (5/13/16) my wife and I returned to our empty home to find that our Ply Gem sliding glass door was shattered The double pane door was locked with no signs of forced entryThe exterior pane was intact with the interior pane, shattered, bowing towards the interior of the house I attempted to schedule a warranty repair with the company directly as my Builder and Supplier will no longer carry or install Ply Gem products I contacted Ply Gem and they informed me that although their product carries a lifetime warranty, the Glass Quality and Breakage is only covered for a two year period, and even then the homeowner would be responsible for all labor costs The warranty information is as described and I understand the sliding door that was installed has fallen out of the allowable period however this is a product review and not a complaint on Ply Gem policies I felt it necessary to review this product that has failed strictly based on a manufacture defect in such a short time spanWhen constructing our home I reviewed Ply Gem and found them to be comparable to reputable brands such as ***, with a quick glance over a Life Time warranty this appeared to be an above average line With product failure in under years I will not be using Ply Gem products on my next home

On Oct 27, 2016 I spoke with [redacted] in the warranty department regarding 13 windows in my home that had completely fogged over. I was told that I needed to submit proof that I was the first owner of the home. Several days after submitting the information, [redacted] called me and told me "Good news! Your 5 windows will be sent to you at no charge. I was pleased to hear this but reminded her that there were 13 windows not 5. She requested that I resubmit the window numbers and she would follow up. I had no further communication from [redacted] so on Nov 7th, 9th and 10th, I called and emailing her but received no response. On Nov 15, [redacted] sent me an invoice for 5 windows. I again attempt to call and email her. After no response, I request to speak with her manager. [redacted] sent me an email but did not include a name or phone number. I sent an email to her manager on Nov 16th. I received no response from her manager. However, that afternoon, I received an email from [redacted] with an invoice attached for 13 windows. I called [redacted] to ask why I now had to pay for all the windows when I was initially told they would be at no charge. [redacted] informed me that because "I chose to get her manager involved" I would now have to pay for all the windows.
Several days later I spoke with [redacted] in customer service and was told her manager would follow up with me to discuss . Her manager did not follow up but I did receive a phone call from [redacted]'s manager. She said the windows would be sent at no charge. Shortly thereafter [redacted] sent me an email asking me to verify the windows on the invoice are correct. I looked over the invoice but the windows are listed by product ID number so I have no way of knowing if they have the correct windows listed. As it stands now, I have sent several emails to [redacted] and now to her manager requesting assistance in deciphering the invoice with no response from either of them. I could not be more disgusted with this NC based company.

Do not purchase Leaf Relief to block pine needles. The installer stated the product is not working as intended, thus I completed the long and time consuming warranty claim which was denied. Leaf Relief doesn't honor their warranty (there are many other posted complaints of them not standing behind their product). I have debris cemented on the covers of my front gutters, high winds won't blow it off and I was told the product is working in my claim denial letter!

Windows were purchased for new constructed home. Windows are leaking and determined not to be an installation error. Plygem still hasn't "fixed' themOur house contains 25 Ply Gem Vinyl Clad windows, and was built in 2012 . We reported in 20 reported in 2015 that 2 of our windows were defective and were leaking. They came out stating it was an installation error. We immediately had our builder, supplier and plygem meet and it was determined that there was a defect to the windows. Plygem "corrected the problem and gave my husband an adhesive to do to the other windows indicating that the other windows would have the same issue. My husband did what he was instructed to do. Now 1 year later, one of the windows that Plygem fixed is leaking again and a different window is leaking. I requested that the problem is not fixed and there is a problem with the windows. Plygem came out and again said it was an installation error. They closed the case stating that the windows were manufactured in 2012 and there is nothing more that they can do. There is obviously a defect and we are still within our warranty period. This water issue is potentially damaging our newly built home. They are refusing to help and the windows are still leaking. Starting In August 2015, Plygem came out and looked at the 2 windows that were leaking inside the home and caused water damage to the sill of the window. After having being told it was an installation error, I demanded that we have a meeting with the builder, Plygem and the supplier. It was discovered after running water on the window that there was water building up on the window causing a back up and using the water inside the house. The Plygem rep cut a slit in the window, then used an adhesive. He then did it to the 2nd window. He instructed my husband to do this to all the windows as they all have this issue. My husband followed his instructions and we were told we should have no more issues. The contractors came and fixed the water damage that occurred on Plygems dimeFast Forward 1 year later. We started to notice water damage to 2 window sills again. 1 being a window that Plygem "fixed" the year prior and the other being a new window that my husband was instructed how to fix by Plygem. I immediately contacted Plygem in July and started the process all over. Another rep came out and we were told again that it was an installation error. I immediately told Plygem to refer to the order number from the previous year and explained that the problem last year obviously not corrected and the windows that were in the home were defected. I requested that instead of Plygem wasting their time to reimburse us for the cost of the windows and the labor to remove the windows and install new ones. I indicated that I did not build a house only to have defects that allow water to leak through the windows, which could cause water damage inside my home. The defect could cause the windows to deteriorate from the inside out and potentially I may not realize that the windows are defective until substantial water damage has already occurred. They denied my request and left me a voicemail stating "we have reviewed your request and are closing your case, your windows were manufactured in 2012. There is nothing else we can do for you" I called them back to verify that my 10yr warranty was still in effect as my windows are still leaking and causing water damage. They indicated that there is nothing else they can do for me.Desired SettlementI am seeking the cost of the windows plus the cost of my contractor to remove and install the windows of my choice.Business Response Contact Name and Title: [redacted] Office ManagerI have agreed to send our Regional Service Manager on the this job to do water test the windows. I have also asked that the homeowner have the installer on site, but the installer has refused to come out.Consumer Response It was not brought to my attention that the regional manager wanted to come out along with the installer. I am unclear on who is being referenced as the installer of the Windows. I was not made aware that this request was offered to an installer let alone that the installer declined. I received a call today by a [redacted] who indicated that they have a technician that would like to come out to test the Windows and left a brand new reference number in her voicemail. I was told yesterday that the file that was closed yesterday was going to be reopened due to the problem not being resolved. Now I am being given a new reference number only to assume that this will be treated as a new issue. I am not satisfied at how this is being handled. I understand that it may be protocol that when a file is open to have a tech come out but this will be tech number 4 for the SAME issue that has yet to be resolved. This is a complete waste of time and resources on everyone's end. The Windows are defective, it is not an installation error. Refer to the 1st report from last year. The more time that is wasted, the more water damage that potentially is occurring. I have a warranty on these Windows, it is not being followed. I am requesting the cost of the Windows plus the labor to remove and install new Windows before anymore water damage occurs and could potentially cost even more money.Final Business Response I have reached out to [redacted] and asked that she give me a call in reference to her demands. I left that message at 11:00 today 9/21.

I had a new home built in 2010 with PlyGem windows. Recently (XXXX) I noted that one of the windows had fogged up and apparently failed. Through the WEB I was able to make contact with their service representative, who sent me a form. Of critical importance was the production reference label, which I was able to find on my defective window. I took pictures of the failed window with the fogging slightly visible and a picture of the label. I still had a picture of the installation of the windows, and along with their form filled in, I e-mailed everything. I received a confirmation promptly. A week later I got a call for an appointment. To my surprise, the reps had a replacement window with them and installed it. Things happen, and no hassle to have it resolved.","pos-1

Our new home was constructed with Ply Gem windows and a sliding glass door in 2014. This past week (5/13/16) my wife and I returned to our empty home to find that our Ply Gem sliding glass door was shattered. The double pane door was locked with no signs of forced entry. The exterior pane was intact with the interior pane, shattered, bowing towards the interior of the house. I attempted to schedule a warranty repair with the company directly as my Builder and Supplier will no longer carry or install Ply Gem products. I contacted Ply Gem and they informed me that although their product carries a lifetime warranty, the Glass Quality and Breakage is only covered for a two year period, and even then the homeowner would be responsible for all labor costs . The warranty information is as described and I understand the sliding door that was installed has fallen out of the allowable period however this is a product review and not a complaint on Ply Gem policies. I felt it necessary to review this product that has failed strictly based on a manufacture defect in such a short time span. When constructing our home I reviewed Ply Gem and found them to be comparable to reputable brands such as [redacted], with a quick glance over a Life Time warranty this appeared to be an above average line. With product failure in under 3 years I will not be using Ply Gem products on my next home.","neg-2

Plygem is not standing behind their lifetime warranty. I got two expert opinions with stating manufacturing issue but Plygem is blaming the house. I called Plygem Windows more than 3 times for a window glass is falling off and tilting. Plygem sent service guy and everytime he came over he claimed the house is shifting and installation issue. I called two Window installation companies, one of which, installs Plygem windows and Clear Window Restoration, INC. They indicated in writing, this is a manufacture issue not the installation. Plygem is not standing behind their Lifetime warranty. I have a problem with this company and even third party installers indicated that Plygem is bad with their warranty and this is usual response from them.Desired SettlementI would like Plygem to stand behind their warranty and fix the problem.Business Response Contact Name and Title: [redacted] ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@plygemwindows.comWe at Ply Gem stand behind our product every day and gladly take care of warranty issues that are a Manufacturing defect. Ply Gem cannot control outside forces on our windows in a building. Vinyl is a pliable material and will move when other items push or pull on it. Our service technician has been at Mr. [redacted]'s home last week and found that the glass is not moving, but the mainframe has been moved by forces other than the window. The glass is setting on the bottom setting blocks and is even on each jamb at the sill as it should. The top left of the window has been taken out of square by 7/8" when you measure corner to corner. I am a bit perplexed how a contractor can say it is installed correctly without having been outside and removed siding to see how it is truly been installed, or what is really happening to the structure. Ply Gem does not install windows in buildings and is up to the contractor to install them correctly. Consumer Response Both window contractors I received assessments are licensed and bonded, and Plygem approved window contractors!Both indicated in writing window installed correctly and manufacture problem. And if window frame moved this much 7/8", you would see cracks and damages on walls and siding. There are not single crack or damages inside and outside on sidings. And anywhere on the windows same floor. Also, if frame square is off by 7/8", the gap on the glass should not be more than 3/8" inches per trigonometry. The gaps is 15/16 at the top left corner of the glass. And window contractors indicated seating blocks are not properly installed by manufacturer. And, they are ready give testimony if requested as they have given written assessment.Regards,[redacted]Final Business Response I propose that a meeting take place Monday 25th 9am at the home, I would like both contractors on hand so that they can show me why this is a manufacturing issue according to them. At the same time I will come with a sample window and will demonstrate how and why windows are blocked the way they are.[redacted]

Poor service of Warranty Service Representative.Sept-30-2014: I received and returned the "[redacted]" document to [redacted]. Oct-03-2014: I emailed [redacted] and asked him to confirm if he received my completed claim form. I thanked him in advance, looking forward to his reply and to have a great weekend. Oct-03-2014: [redacted] replied that it was opened Oct-01-2014. His tech would like to schedule an appt. between 11am - 1pm on Oct-22-2014: will it work for me.Oct-03-2014: I will be in Oregon that week, except for the day of Oct-20-2014.Oct-03-2014: [redacted] replies "Ok I will have them reschedule and call you".I wait for a call. Oct-07-2014: I emailed [redacted], "I haven't I haven't received a call to reschedule our window replacement. Will they be calling anytime soon?"Oct-07-2014: I emailed [redacted], "I thank you in advance for your immediate attention to this matter."Oct-09-2014: I emailed [redacted] at the Information Center, Ply Gem Window Div., Pittsburgh, PA, asked for her to review the chronology of my communications and lack of with [redacted] ant that I haven't received any calls or communications, I was hoping he would have said he will arrange an appointment on Oct-20: no such luck. My wife said it appears that they are avoiding the warranty replacement of the window. I would be grateful if you can you contact his manager and follow up with this issue for me?Oct-10-201: I receive an email from [redacted] as follows: No one is trying to avoid doing anything here. You indicated you will be out of town October 20-27th so my tech has put it on his schedule for 10/29/14 8-10am. My tech has been very busy and has just not had the opportunity to call and schedule a time with you. If you are available 10/29 8-10am let me know. ThanksOct-19-2014: I hit reply to sender and tell [redacted] "October 29, 2014 is o.k."Oct-19-2014: I receive a failed delivery notice from [redacted]My note regarding [redacted]: [redacted] doesn't apologize, but would rather offer nothing but excuses for his lack of working with customers. He states that I said I would be out of town October 20-27th I said I would be out that week except for Oct-20-2014, he said his tech has been busy and hasn't had time to schedule a time with me Oct-03 [redacted] said he will have them reschedule and call me. Then I receive an undeliverable email after I hit reply to sender. I waited for a call like he said.Then [redacted] finds the time to email me to say his tech scheduled me for Oct-29 between 8-10am, and to let him know I was waiting for a call to reschedule like [redacted] said, what happened to that call, why wasn't I contacted to reschedule, why did he reschedule without contacting me, why can't [redacted] be apologetic, why is [redacted] allowed to work for PlyGem when his ego is grossly interfering with his abilities to properly serve the customer, [redacted] is out of control.Desired SettlementA timely replacement of our window. I don't want to be contacted by Roy regarding my claim, and would rather be contacted by someone in the corporate office. I would also like an explanation and apology of and for [redacted] insolent actions. Business Response We have been in contact with the consumer and confirmed an appointment with our Service Tech on Wednesday, October 29.

We recently purchased a new "energy efficient" home with ply gem windows and are very disappointed in the performance of their products. Several windows have so much air coming through the sides that the blinds the blinds rattle against the window. Our sliding glass patio door panel has a broken seal and moisture has gotten inside and streaked the interior and is not cleanable. We were working with our builder and they have sent several warranty people to try and solve the problems. Three people have tried to fix the problem by inserting several different kinds of foam into and around the windows which, don't stay in place or don't work at all. The warranty company Had so many complaints that they went out of business and now are filing a class action law suit against plygem. The builder says they are no longer using plygem and they recommend us going through plygem directly. We have seen the fixes that have come from the factory and they don't work so we decided to join the class action lawsuit. We certainly would not recommend this company at all.","neg-3

On 5/19/15 I sent in a warranty claim on a warrantied window lock. To date the window has not been fixed.On 5/19/15 I mailed in a warranty claim to Ply Gen Windows. After not hearing back I began contacting Ply Gem Warranty Dept. I spoke with someone (can't remember name) in early June who said she would place order for part but if the window lock was broken in the lock position, I may need a new window but the Tech would come take a look. I called back a week later and spoke with [redacted] who said the order was not put through and she would do it. On 6/16 I spoke with [redacted] who said the order had not been put through and she would do it. I called back on 6/18 and spoke with [redacted] who stated the part was ordered and would be shipped to [redacted], the tech. I spoke with [redacted] around 7/13 and he said he would be in Chicago in about 2 weeks and would contact me. After not hearing from [redacted], I called him around 7/27 and left a voice mail. To date he has not returned my call. On 8/3 I called[redacted] in Warranty. She said she would call [redacted] and get back to me. After not hearing from[redacted] I called back on 8/5 and was told [redacted] was busy doing a condo building and would be unavailable for some time. [redacted] stated she would send me the part and that if needed, [redacted], via telephone, would guide someone on what to do. Being in the lock position, there is no way to open the window to access the lock unless it is pried open which will then damage the window. It has been 3 months of the run around and my window is still broken. If the part comes and it is not usable, then how long will I have to wait to get a new window installed. This is a lifetime warranty Desired SettlementI would like this window repaired or a replacement window installed by Ply Gem immediately. Due to waiting 3 months, the entire summer, with a closed window, I do not feel I should pay for service charge for this repair or replacement. Business Response Customer last contacted Ply Gem on 8/6/15 regarding replacement parts. Service tech was requested at that time but due to pre-scheduled commitment, service tech availability was not possible until after 8/24/15. Customer requested to send the replacement lock directly to her house. Replacement lock was sent to her. This lock was for an older model window manufactured in 2010. No new update received from the customer since then.Consumer Response The repair / warranty card was sent to the company in May 2015. It's 3 months later after being told by you and the tech that the tech would be in Chicago in August, to fix this issue.Final Business Response Customer was supplied replacement lock under lifetime limited warranty. Our lifetime warranty covers free replacement of part but labor to perform any work is not covered under this warranty. However, we were able to schedule our service technician perform the replacement at no cost to customer. This warranty claim is now closed. Any future warranty claims will be covered per our standard warranty.

The vinyl siding on my house (built in 2009) has become completely warped and misshapen. I filed a detailed claim to the manufacturer of this product.The vinyl siding on my house (built in 2009) has become completely warped and misshapen in two large areas. When I called and spoke to a person in the claims department at Ply Gem, I was told that the company would send me a claims packet to complete and send back to them and that "this definitely sounded like it would be covered under the manufacturer warranty, especially since the house is so new". I received the packet and filed a detailed claim to the manufacturer of this product. I sent in a number of forms stating in detail what the problem was, paperwork proving that I am the original owner of the home (including the deed to my home), a sample of the defective product, and my email address (as requested) so that they could email me to request pictures of the defective product. I took over 50 pictures of my property, labeled them all with where I felt the damage was, the direction that side faces, and which side of the residence they were from. After sending my claim, I called the company again to make sure that they would be emailing me with an email address that I could send my pictures to. I never received any email from the company requesting pictures, but soon received a letter from them stating that they had "reviewed the photos I sent" and tested the sample I sent, and that my claim had been denied because "that type of damage could only be caused by the product reaching high temperatures, and that is an exclusion of their product warranty". The siding was purchased by the original builder of my home [redacted], in 2009, and this builder is no longer in business. The siding has become so badly misshapen that it will have to be replaced in order to resell the house.Desired SettlementI feel that this company did not handle my claim appropriately before making the decision to deny it. They never even attempted to look at the pictures of all of the siding that is defective. I would like for them to provide repair, replacement, or money to have this replaced so that my home will be in a condition to one day resell it. I feel that the results of their "lab testing" are not definitive because there is no heat source (other than the sun) near the defective siding, and they cannot say for sure that this is what caused the damage. All information I have read states that it is very rare for siding to distort under any normal conditions. The siding is less that 6 years old and is so damaged that it will have to be replaced. This product is defective, through no fault of my own, and I would like, in good faith, for this business to replace or repair the damage. Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]We recieved the claim packet information for this claim on 7/28/15. At that time a claim was opened ([redacted]) and an emial was sent to the email address provided requeting that siding photos be sent to the address on the email. We tested the sample submitted and found no manufacturing defects present that would lead to the distortion seen in the sample. The sample did exhibit signs of being exposed to excessive heat. Typically this type of distortion is caused by reflection from a window, barbeque grll or other source that would raise the surface temperature of he vinyl to at least 160 degrees F. We incldued a bulletin issued by the Vinyl Siding Institute that describes the window reflective issue in detail along with ways to remedy the situation.I spoke with the Technician that handled the claim and he provided me with a copy of the email that was sent asking for the pictures and a copy of the denial letter sent thirteen days later when no photes were received. He did fail to remove the "photos" from the form letter used to make the reply. I would be happy to review the photos if they are submitted. I'd also be willing to examine any additional sample(s) that the homeowner would be willing to submit. Once I have reviewed the photos and results of the initial or subsequent sample testing, I can better determine the next step toward bringing this situation to an amicable resolution. If, as was suspected from the examination of the sample sumited, the issue is determined to be caused by window reflection; I will offer a good-will gesture of replacment material to the homeowner if the situation is correctied using one of the remedies suggested in the [redacted] bulletin. Unless the problem with the excessive heat is addressed, any new siding would likely fail in the same manner over the course of time. If the photos and current or subsequent sample testing do not result in the determination that the distortion is a result of reflective heat, heat from an external source such as a bargeque grill, etc.; in the spirit of cooperation we will contract with an indepndent third party to conduct an inspection of the property to help determine the root cause of the distorion. If there are any questions or need for further clairifaction, please contct our offices at 800-[redacted]Manager, Technical Serivces and WarrantyPly Gem Siding GroupConsumer Response

Do not purchase Leaf Relief to block pine needles. The installer stated the product is not working as intended, thus I completed the long and time consuming warranty claim which was denied. Leaf Relief doesn't honor their warranty (there are many other posted complaints of them not standing behind their product). I have debris cemented on the covers of my front gutters, high winds won't blow it off and I was told the product is working in my claim denial letter!","neg-1

Ply Gem will not replace a product that they sold me that is defective. No one with Ply Gem customer service will return my phone calls! Ply Gem is the absolute WORST window manufacture in the world! I ordered over 20 windows from this company back in 11/2014 and more windows in 05/2015. I spent well over $7000 with this company through a local lumber yard in [redacted] One of the brown vinyl windows has turned grey with a white ash type of undertone that only appears in the outer frame of the window. My husband and I have worked with this company since the fall of 2015 to have this issue resolved. And to-date, they have not resolved the issue nor will they return any of my phone calls. I have left 3 messages for a person named [redacted] who is said to be the field supervisor who has not made the slightest attempt to return any of my calls. This company sent out a service technician to my home on 2/11-2/12. The service tech out of [redacted] (which took several weeks to come because of a large geography) came out and rubbed goof off on my window and a lubricant only for this white/greyish substance to bleed back through the very next day. The service tech stayed over night to inspect the window after all of the "Lub work" to see what would happen. He took several pictures of the window as proof for senior managers at Ply Gem to witness. This defective window is set in same stone work as another Ply Gem window- however, the upper window doesn't have any flaws. It's obvious that there is a manufacturing problem; however, Ply Gem will not replace the window- even after the local lumber yard that I purchased the windows from has volunteered to re-purchase the window because their Millworks department (who also came out to inspect the window) determined the window was defective. I have informed Ply Gem that the lumber company has purchased the window and I will replace the stone work just to get this out of my hair for goodness sake; however, I was told by their corporate service tech field scheduler, [redacted], that the estimate was over $1200 for installation and they would need their own service tech to come out before they committed to paying this. Well guess what?! Their service tech came out on 2/11-2/12 and NO ONE will return my phone calls! This is awful that a homeowner/consumer has to go to these measures just to have a window replaced when I'm being more than fair not having Ply Gem to also replace all of my stone work as well! Lastly, Ply Gem hires a local contractor with a company called Windows Plus to do their warranty work- this business owner was so convinced that the window was defective he didn't even take pictures as proof! Two separate entities, not affiliated with each other, has determined this window needs to be replaced; however, in my opinion Ply Gem has conveniently decided that this is not their problem!!!My Ply Gem Purchase order number: MXXXXXXTB3Desired SettlementI need for Ply Gem to have the window installed by their subcontractor- [redacted]Business Response Ply Gem and the homeowner have resolved this request. The homeowner responded they are satisfied with the resolution. Ply Gem has fulfilled its warranty responsibilities for this claim.Thank you for being a valued Ply Gem customer.