Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our condo bought all PGT windows throughout the whole building. We have several windows that have failed and are very cloudy due to the separation of the double pane layer of the windows. All windows are owned by the condo and repair and replacement is the responsibility of the condo association. When calling *** for our warranty, as a representative of the condo association they advised multiple things of which 2 are troublesome. First they claim the warranty is the one they have on line from 2020 when ours is from 2015 and in hand and read differently. They also claim we have to pay over $200 per window for them to look and assess if any of the window failures the ****** fall under our warranty. They call this a service call but want one for each window. Then they claim they only warranty the glass and not the labor under the new warranty but the old warranty is not written that way and they can make up whatever labor rate they want when doing the work. When trying to communicate with them about just wanting to pay 1 service call fee to look at all the failed windows, all we get is a person wanting to schedule multiple $200 appointments that has difficulty with the issue at hand and the English language.

  Business Response

  Date: 12/09/2024

  Good afternoon,

  At no point in our warranty's history has labor ever been included, it has always been limited to glass and/or parts.

  The billable inspection quotes that were provided were done so, because they were input individually. Each case (condo resident) submitted received a quote for inspection. As for a resolution, in lieu of submitting multiple individual cases, if we could coordinate a date that works for all the affected residents, we can arrange to complete the inspections at the same time, which would drastically reduce the cost.

  An addition to that, an inspection quote is not limited to confirming the issue with the product, because also entails accessibility to the area, determining equipment needed, as well as travel and labor for the inspection. Our labor rates are clearly presented on the quotes that were sent out ($110/per tech/per hour plus travel), we do not "make up whatever labor rate we want."

  The latest case number that was submitted was Case# 01256312, please let us know how you would like to proceed. Thank you.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our new condo on March 27, 2024 and noticed our large ocean slider would not clear and was defective with apparent dust particles between the panes of glass.I contacted PGT windows and entered a warranty claim on 4/09/2024 assigned a warranty case number ********. I followed PGT instructions in using a local dealer to inspect the windows which they did and confirmed they were defective with contaminants between the window ******** has been 7 1/2 months with no information to me from PGT on when or if the defective sliders will be replaced. ********************* Coastmark - **********, ** Local PGT Installer: A Better View - **** ****** (contact) - *********, ** Original PGT Installer: Performance Glass - *** ******* (contact) - ***************** PGT *** last contacted via email on 11/19/24: ****** ******** We have been patiently waiting for PGT Windows to honor their window warranty and replace the defective sliders and don't appear to be making any progress.*** *********

  Business Response

  Date: 12/02/2024

  Good afternoon,

  The warranty case was submitted by *** ******* on 10/24 with the results from their 10/22 site visit. The order for the new panels was placed on 10/25 and was delivered to Performance Glass on 11/20. Typically, the lead time on complete SGD panels is 4 to 6 weeks. If you have any further questions, don't hesitate to reach out to PGT or Performance Glass for an update.

  Thank you,

  ***** ******.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22617823
  
  I am rejecting this response because:

  This response makes no sense to me.  I believe you are likely referring to a different customer and customer complaint and not the complaint I filed.  Please double check my specific warranty claim filed on April 9, 2024 and my specific unit residence and windows. 

  If I am incorrect and you have my specific windows ready for replacement, that would be wonderful news and contact me with when these replacement windows will be installed.  Unfortunately, I don't think this is the case.

  Please call me directly with any questions related to my warranty claim.

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

  Business Response

  Date: 12/09/2024

  Good afternoon, Mr. ********************* there was some confusion between the sales *** and the dealer regarding your warranty case. Performance Glass was working with another customer while A Better View was working to get your warranty case setup. 

  Due to this confusion, the warranty case was not sent to us to process. We were able to get a case created and are escalating it to our leadership team to have these parts expedited.

  Going forward your warranty case number is ********, please save this number when referencing your warranty case with A Better View. 

  I sincerely apologize for the delays and hardship this has caused you. If you have any further questions, please do not hesitate to reach out to us.

  Thank you for your patience.

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

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

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

  Customer Answer

  Date: 12/12/2024

   
  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 with the assumption that the windows will be replaced under warranty in the not too distant future.

  Thanks you

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

• Initial Complaint

  Date:11/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PGTWindows was not only one of the better brands but quality and customer service with manufacturing in ****** which they have now changed to Nokomis a few blocks down the road but probably harder to track address wise of the company. The rails of the base fill up with water with every hard rain much less a storm And ******/Customer Service Doesn't even have us as a customer or the installing company window guys either

  Business Response

  Date: 11/25/2024

  Dear Mr. ************* a manufacturer, PGT Industries distributes products through a network of authorized dealers. Orders and sales are conducted directly with these dealers.
  To assist you with warranty or standard service inquiries for *** products, please contact your dealer. They will be able to provide you with the necessary order information (SO#) required to process your request.
  We were unable to locate any order associated with your specific location. A *** representative will contact you shortly to gather additional information that may help us resolve your inquiry. Your dealer may also be able to provide further assistance.
  Regarding the water accumulation issue you mentioned, it's important to note that horizontal roller windows are designed with a tank system to accommodate water runoff, particularly during heavy rain or wind-driven rain. The water is intended to drain through the track's weep holes, provided they are clean and unobstructed. However, improper installation, such as a slight inward tilt, can hinder the drainage process.
  If you believe the window is not functioning as designed, please provide a detailed description of the issue, including any relevant photographs. Additionally, please provide a phone number where we can reach you directly or respond to the email sent to consumeraffairs@pgtindustries.
  Thank you for your patience and understanding.
  Sincerely, 

  **** ****

  Supervisor Customer Care

  PGT Industries

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PGT has provided absolutely horrible quality windows to our builder ! After 14 months, they fully deteriorated, leaking and unpleasant to look at. Couple windows wont even open anymore and they are ***** about questioning them! PGT must come and inspect their quality and provide a replacement items and or provide a refund so we can hire someone else with a better quality of windows.

  Business Response

  Date: 09/09/2024

  Good afternoon,

  Reached out to the homeowner by phone to help gather more information needed to assist in resolving this issue he is having with the installer of the product. 

  Thank you.

  Customer Answer

  Date: 09/11/2024

   
  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,
  
  ***********************

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22240674
  
  I am rejecting this response because:

  PGT customer windows has been wrongfully and incorrectly installed by one of the PGT dealers that causing windows leakage and patio door. We agreed that *** will run a survey on their product, and will contact a dealer to fix the issue. *** has been dodging our request for a month already with no response, we are asking a PGT to do what they promised. The fact that we were ignored before, during and after the hurricane will never make us your customer ever again. Work Order Number ******** case number 01225106.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/28/2024

  Good morning,

  After reviewing the report from the courtesy field service inspection, it was determined that the homeowner needed to contact the builder/installer to correct the various installation issues. Attached are the field service report along with only a few pictures of the installation issues (due to upload limits) our team collected 20+ pictures of various installation issues. 

  PGT is a manufacturer, and our dealers provide the customer with the installation work. The homeowner will need to reach out to the company that performed the installation to have these various issues remedied. *** provided as a courtesy, outside of our 1-year manufactures warranty, a field service inspection to verify that the products had several installation issues. Our technicians provided their contact information to the homeowner if there were any issues with any discrepancies with the installer. Our team has not received any communications from the homeowner since the date of the courtesy inspection. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22240674
  
  I am rejecting this response because: the report provided is advising that *** will be contacting the dealer/installer and letting them know. This is absolutely nonsense because *** only sells windows to accredited buyers aka dealers. We will never buy your product ever again because you dont provide your windows support nor you provide a clear pathway to claim a warranty on them. 
  

  Sincerely,

  
  ***** ******

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 29th, 2021 we contracted with **************** for three sliding glass doors and one replacement window. After months of delays the *** installation date was scheduled for January 24th, 2022.Two workers arrived from *** but were unable to proceed with the install because the doors were too heavy. The sliders and window were finally installed but one slider had a deep scratch in the glass, therefore we had to wait several more months for a replacement. Believe it or not, the replacement slider was also defective! This reordering and waiting for a non-defective product went on for many months.On July 26th, 2023 almost 27 months from the initial signed contract the final slider was finally installed. During the installation the installers damaged my hardwood floors. I notified *** immediately and then followed up many times for a resolution but never received the requested assistance with properly submitting the claim to repair my floors. On January 17th, 2024 I submitted an online complaint and was contacted by Director of ************* for ***I, ***************************, who assured me the issue would be resolved; it has not.*** not only sold me defective products but have ignored my many attempts to resolve this issue internally. *I have attached a copy of the paid bill and also email correspondence with *** Management.

  Business Response

  Date: 08/26/2024

  Thank you for taking the time to share your experience with PGT. We're sorry to hear that your interaction with us was less than satisfactory. Your feedback is valuable to us, and we'll use it to improve our services.

  After speaking with ************* leadership, our team has attempted several times to contact Floors by ***** for them to send an invoice for PGT to pay, so that you could receive your reimbursement. Please see the below response for the ************* director for the attached email. Thank you for your continued patience as we work to resolve this matter.

   

  The normal process is the Homeowners get three quotes, we approve one and pay the vendor directly.
  I am sorry the correct path was not followed or communicated.
  Its not about; not wanting; as a business my team cannot write checks and we cannot pay individuals direly it must be a business (LLC).
  We also need an invoice that names PGT as the "Bill to".These are safe gates public traded company must follow to detour fraud in in compliance with *************************** (SOX) act.
  With that said, my team is working to find a solution that removes you from having to chase down the vendor for a refund.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22183389
  
  I am rejecting this response because: Please review the attachment of the email correspondence between PGT and myself.  PGT simply responded with the same email sent to me on January, 22, 2024, more than seven months ago - REALLY, this is a perfect example of their blatant disregard!  Oh yeah, they did add a note that they haven't been able to contact the vendor <sigh>
  

  I have not received any further promised follow-up since that date - January, 22, 2024 (again, please review the emails between PGT and myself).
  

  I sincerely tried in vein to work directly with their management team to have my floors repaired PRIOR to contacting a vendor. It is not my fault that their Installers damaged my floors and then their Managers ignored my requests to refer me to a vendor of their choosing.

  PGT need to Right- their- Wrong; not ignore their customer complaints; then try and shift the resolution ownership to the customer and/or their vendor.   I paid this bill and PGT at the very MINIMUM not only owes me an apology but also a refund of my money!
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/09/2024

  Good morning,

  Accounts Payable has setup the homeowner as a vendor to send a reimbursement check to the homeowner directly.

  Check was sent on 8/30, reached out to homeowner on 9/9 to confirm arrival and left voicemail.

  We apologize once again for the inconvenience and the delay in settling this matter. If you have any further questions, feel free to contact me directly.

  Thank you.

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

  Customer Care Team Leader

  Office ********************

  Email: ***************************************

  Customer Answer

  Date: 09/12/2024

   
  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.

  Thank you very much for your assistance with resolving this matter.
  

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

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our home new in September 2020. All of the windows are from PGT. One single-pane window will not stay open (window balance system problem) and is still under warranty. We filed a claim with PGT on May 17. 2024. After repeated emails and phone calls, it has still not been resolved. PGT says they need the sales order number for the windows to provide a replacement. Since the house was purchased new, we obviously do not have this information. Our builder is unresponsive and also has not provided this information to us or PGT. Thus, we are at an impasse with PGT not honoring their warranty.

  Business Response

  Date: 08/13/2024

  We were unable to get into contact with the installer that was supplied by the homeowner (****** Enterprises) but we were able to locate who their dealer was (Southeastern Sash & Door) and contacted them to obtain the original sales order so the correct balance set could be ordered. Southeastern Sash & Door advised that would also be willing to complete the warranty work for the homeowner. Emailed the homeowner the contact information for the dealer to touch base with them to setup the service appointment. Thank you.

   

  Case# ********

  Customer Answer

  Date: 08/17/2024

   
  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

  Date:07/17/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/18/2024 I purchased 10 PGT ******* windows from and had them installed by ********** Ocala. The contract cost was ******* paid by credit card. Responding to a promotion by PGT running on ********* I applied for the consumer rebate on said windows and was subsequently denied the rebate by a third-party processing agency. I am not satisfied with their reasons for the denial and am seeking your help in procuring the ****** rebate to which I feel I am qualified for.I am prepared to offer all documentation in this matter as required.

  Business Response

  Date: 07/17/2024

  Good afternoon,

  Thank you for reaching out regarding this matter. The rebate claim was denied due to the products (SH5400) that were purchased did not meet the requirements for the rebate.Attached are the original sales order number that was provided and the terms and conditions of the rebate that exclude the products (EnergyVue) that were purchased. 
  
  Please let me know if there is any additional information that is required.Thank you.

  Customer Answer

  Date: 07/17/2024

   
  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.
  This company could have saved a lot of expenditure by simply replying to the email I sent them requesting that they identify my product instead of just telling me it did not qualify. I asked both their third-party rebate administrator what product I actually had and when I didnt get a satisfactory answer from them, I emailed PGT directly and they simply ignored me instead of giving me clarification. They follow a lousy customer service model. And that complaint still stands. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had PGT windows installed in 2023 and have had multiple issues with getting the job completed. The original contract was from 5/2023. After months of trying to get the contractor to finish the job (they claim they are waiting for PGT to send parts) we still do not have anything finished. The windows were delivered October 4, 2023 and after having many issues with install/finish we contacted PGT in March of 2024 to help us get the job finished and they said they work strictly with their dealers for the front line of service - this was after i sent over all of the contract and order information. This has been going on for over 5 months (waiting for PGT to send parts) according to the "dealer" we are working with.

  Business Response

  Date: 05/13/2024

  Spoke to contractor and installer, parts were requested from them via the dealer, Storm Solutions, reference PGT SO #******* which was shipped to and signed for by dealer on 3/25/2024. Several parts were ordered incorrectly, wrong color. There was a delay in ordering the replacement parts due to a conflict between the Storm Solutions and the contractor which has now been resolved. Storm Solutions has submitted a new parts order to PGT (case #******** - 5/13/2024). Once the parts arrive, the dealer, Storm Solutions will inform the contractor who in turn will pick up parts and complete service / installation for homeowner

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21692345
  
  I am rejecting this response because:

  The response did not include any kind of date of expected delivery or how they are making this case to a priority in order to get everything resolved as quickly as possible. I expect this to be treated with the utmost sense of urgency. This has been going on for months. 

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

  Business Response

  Date: 05/20/2024

  The dealer from whom homeowner's contractor / builder ordered parts has been submitted. The sales order number for reference is ******* and has an estimated delivery date to the dealer of 6/17/2024, this is an estimated date. PGT wants to reiterate that the issue with delays was caused by a "conflict" between the dealer and the homeowner's contractor, as stated in our previous response. Once PGT representatives spoke to the dealer and the contractor, PGT was able to expedite this order although there is still conflict between the two (dealer & contractor).

  Moving forward the homeowner and or her contractor may contact the dealer, Storm Solutions for any future updates on the parts delivery and pick up by the contractor. They will need to reference the sales order number provided above.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21692345
  
  I am rejecting this response because:

   

  The information provided in the two responses have conflicting information.  As with the rest of the bumbling failures on this job, I refuse to be told a conflict is resolved (in the first email response) and in the new response it says the conflict is not resolved between contractor and dealer.   PGT needs to step in and get this job finished, not to pass the buck to the two companies that have consistently failed to perform!!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In our new construction the builder put in PGT windows, installed 2022. We have had approximately 1/2 the windows have issues that required repair. Unfortunately there is one window where the crank broke, leaving the window locked. Our service tech, recommended by PGT, has tried for 3 months to get the crank part to fix the window. That is a ridiculous delay for getting a basic repair part. Overall the quality of the windows does not appear to be great and the service after sale is even worse. I wouldn't recommend PGT windows.

  Business Response

  Date: 03/18/2024

  Good morning. Homeowner submitted a warranty request on November 15, 2023 and it was approved November 16 2023.

  Homeowner was provided three (3) service dealers to assist in making repairs under the warranty. There is no reason as to why there should be a delay in parts for the service if ordered by the service dealer. If homeowner will provide the name of the service dealer PGT will follow up with said dealer as to the status of the repair.

  Customer Answer

  Date: 03/19/2024

   
  
  Complaint: ********
  
  
  
  Window service is being done by ***** ******** ***** * *********  They have called numerous times and have not been able to get a response.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 03/20/2024

  Good afternoon. Per our conversation with ***** ****** *** *****, they have the parts in house and are waiting for the h/o to return from out of state. They were told by h/o that they would be returning to Florida 4/2024 at which time they would contact ***** and the service would be scheduled.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently had three pgt windows installed. Two windows were missing Auto and Sweep Lock Screws. The installer stated that they just fell out. PGT has refused to provide the screws and instead suggested that I purchase the screws myself. The permit for the windows clearly states that the screws are necessary to meet FL requirements. I would also assume that the window warranty is invalid as the windows are missing structural parts. I request that PGT provide me with the two screws (#6 x 1-1/8 Ph. FH SDS).

  Business Response

  Date: 03/04/2024

  Please see snip below form homeowner submittal where they ask where they can purchase /order the screws in question...

  We have been working with our install company without progress - Two installed windows are lacking screws for the Sash locks. The installation company is not helping - said the screws "just fall out". Please tell me where these can be ordered.

  The response from PGT was to provide the homeowner with several companies where the parts could be purchased / ordered. 

  As a courtesy we will send the screws to the homeowner. The case manager will contact the homeowner to request their mailing address In the future, as these are new windows being installed, it is recommended that the homeowner work through their installer / dealer from whom the product was purchased as PGT provides a 12 month courtesy service from date product was shipped. This is the recommended procedure and should have been explained to homeowner at time of their request. We will work with out case manager(s) to make sure they offer this information in the future.