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:03/30/2023

  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.

  I bought the highest quality *** impact rated replacement Sliding Glass Doors ******* ************************ in May of 2022. The total cost of the SLD's ************************, including installation was over $34k. The *** SLD/s ************************ were delivered & installed in Oct. However, obvious manufacturing defects were immediately discovered. Rubber seals were defective on all the SLDs & some of the windows. Some of the window seams were liquid welded, but others were not at the same seam locations. Most of the welded seams appeared to be spattered rather than uniform and consistent. The two largest windows had exterior seams that were not aligned. Also, there was a small chip at the corner of each window, which would allow moisture to penetrate. I completed a form on the *** website explaining these issues & requested a call back, but no one from *** responded. I called *** customer service & explained these issues to a woman named ******. Her immediate response was that the doors and windows should have never left the plant. The Service Manager at City Glass Company sought solutions with their local *** representative. But it took a month before the *** rep showed up to evaluate the issues. I contacted *** Consumer Affairs in Dec & spoke with ****************** who forwarded me an email with the subject line: "Low-Priority | ********************** | ***'s Contact Form - Case Number: ********." I asked that someone in a leadership position contact ************ to my concerns, but nobody from *** contacted me. I called ****************** again in Mar, but he said there was nothing he could do because another department was involved. I emailed his supervisor, ******************* who was apologetic, but did not answer my questions or follow up with my concerns. Nobody that I have communicated with at *** has taken sincere ownership of my concerns. Rather my experience with everyone at *** has been either dismissive, someone else's ******** ******* has been zero follow-through with promises made. Most disappointed!

  Business Response

  Date: 03/31/2023

  Customer has a service case opened, reference Service Case number CS#******, Work Order #*****. Service is scheduled for Monday, 4/4 between 8am & 12 noon. Service date and time has been verified with homeowner, see below:

  *********************
  March 28, 2023 at 2:38 PM
  Scheduled for 4/4 Tuesday between 8am-12pm
  
  I did mention to Brick that our techs could be done early on Monday and might want to get a head start on this Monday afternoon, he is open to it. Just wants to be kept in the loop.

   

   

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: The *** tech team arrived as described by *** rep ***** (above) but did not bring the replacement window for the bathroom they recommended replacing on 10 Jan, 23

  They could not answer my questions concerning the manufacturer defects in the 6 window frames identified earlier While some defects are cosmetic, there is a pattern where excessive glue squeeze out is noticeable at one joint, but no glue was applied to the same joint on the other side of the frame Liquid welds on the frames are spattered and some of the joints do not appear to have been actually welded together Although the *** tech reps have acknowledged these are legitimate issues, they explained that they can only recommend replacement and that *** management must address my concerns specifically. 
  
  It has been almost 3 months since *** reps were here last and only one issue has been reasonably resolved, and that is the kitchen window sash durometer issue In fact, the *** reps who were here on *********************************************************************************************** worse than the sashes already installed They were right, all replacement sashes that were to be installed during this visit were as bad or worse than the original sashes
  
  Moreover, it was discovered that one window latch actually has a s**** whose head is broken off inside the window frame
  

  The replacement Sliding Glass Door (***) for the guest bedroom was installed during this timeframe, but this replacement *** also had the same type of durometer defect as the *** it replaced... 

  Sincerely,
  
  Brick Bradford

  Business Response

  Date: 04/14/2023

  Good afternoon,

  PGT service team has opened a service case / work order to address the customers concerns. Should the customer have questions, they may contact PGT service department and reference case #****** / work order #*****.

  Regards,

  Consumer Affairs

  PGT Custom Windows + Doors

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: Over the last six months since I first received the brand-new from the factory windows, and immediately filed my complaint over systemic quality control issues with every sliding glass door and 6 out of 7 windows, the ********************** has not responded to my concerns or engaged with me in any meaningful way... Rather, they have ignored my repeated requests for solutions and have not followed through with my request to talk with someone in a senior management position...Specifically, I called ****************** several times, but in March he said there was nothing he could do because another department was involved. I emailed his supervisor,******************* who was apologetic, but did not answer my questions or follow up with my concerns either. Nobody that I have communicated with at PGT has taken sincere ownership of my concerns. Rather my experience with everyone at PGT customer service has been either dismissive or someone else's problem. I still have defective windows as the 4 pictures of my bathroom window (attached) show... These pictures illustrate unresolved issues with all but one of my windows... I request someone from PGT Customer Service senior leadership contact me and address my concerns.... 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 06/13/2023

  Good afternoon,

  Please see the notes from the service team after visit to homeowners residence to complete work...at this point the homeowner is looking for any detail, no matter how small, in an attempt to have product replaced. All issues that he was not happy with are within the industry standard, those that were not have been corrected. Homeowner as well as dealer that homeowner purchased product from were both on site. There is a panel to be replaced that is to be ordered and sent to the dealer for follow up to replace. Both homeowner and dealer are aware of this.

   

  Service Note for Appointment [SA-8069]: I have arrived to the homeowner residence , and met with him, and 2 representative from ********* glass company, we have walked around the house and discussed all the issues that were presented by the homeowner , such as gaps in the corner welds raised corner welds ?, some durometer issues ? in the windows and sliding glass doors also inconsistent gaps in the back part of the inner lock connection point to the back of the sliding glass door panel, and some minor? gaps and scuffs in the glazing bead.
  After we finished inspecting all the issues, although most of the issues are with in manufacturing tolerance, I have decided that we will address and repair the majority of the issues ? because we are already there with a sufficient crew. ?
  We have addressed the gaps in the corner welds clean them, and fill them with vinyl dock, we have also sanded down the corner ? welds, realigned the inner locks ? to ensure full contact with the sliding glass door panels. ? Towards the end homeowner also mentioned one single hung sash lock that head of the s**** was broken off. so I advised him To choose one of the sashes that we brought on our previous trip that we can replace for the existing sash, the size that was chosen by the homeowner to replace his existing sash had a minor scratch at the upper part but it was the best sash out of the ones that we brought on our previous trip?. Homeowner also expressed his issue with the top aluminum cover of the sash. Being slightly short I have measured old the existing sashes in the home, and the sashes that we brought with us from the previous trip, and did find that some of the top aluminum cover are inconsistent in length however length difference were with in less than an eighth of an inch, I have notified homeowner that they are within our manufacturing standards. Homeowner also asked me to check the bathroom window sash which he claimed was out of square, but once I measured it, it was in fact square, and the window valances were position the correct height.?
  I have also discussed with the dealer a separate issue that was on the sliding glass door located in the living room area (XOX) and we decided on resolution that we will send the active panel to the dealer and they will be responsible for replacement.

   

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 19869019
  
  I am rejecting this response because:

  I reject ***s response for the following reasons:
  *** ************* Team Leader ********* visited on 13 Apr and sought to address my concerns and make repairs where possible.  **************** made the following observations,and or took the following actions:
  He advised the local *** dealer to order a new panel for the 9ft Sliding Glass Door (***).
  **************** replaced a living room sash that had a broken s**** in it with a sash that was scratched from the factory that two previous *** Service Technicians recommended replacing. Frankly, this restoration work looks worse after the repair.  A picture of this repair work is attached.
  
  **************** acknowledged that all sash aluminum rails are 1/8 short, but stated they are within manufacturer tolerances.
  
  **************** observed the top corner frames of living & dining room windows (4 windows total) have girring,perhaps a result of a pneumatic drill ***** during manufacturing.  However, he concluded, there is nothing I can do, the frames are within tolerances.  I submitted pictures of these quality control defects in an earlier BBB rejection letter.
  
  **************** shaved off excess material from a liquid welded seam on an ***, and then sanded the area around this seam.  His work has visibly left a 2 X 3.5 patch of sanding marks the *** frame similar to, but much larger than the sanding work he performed on the living room sash.  A picture of this repair work is attached.
  
  **************** observed the master bath window sash sits crooked in the frame, and all four corners of the sash are notched or chipped out at *************************************** my last BBB response reveal. While he measured the sash from top to bottom, he did not measure diagonally, which is how square is determined.  A picture of this sash sitting in the frame is attached.  This picture shows the frame is level, but the sash sits crooked in the frame.  The sash can be pushed down with extra effort, which helps minimize the visible effect of a window sash that appears to be out of square.  Most importantly,three previous *** Service Technicians recommended replacing this sash because of the notching observed at each corner.
  
  **************** observed that every ********** had glue squeeze-out on 1 side of frame, but no glue was seen on other side.  His response was, trust me, its sealed.
  
  Within tolerances was the response to every issue, except for the disparity of glue in the window frames where I am to trust the *** ************* Team Leader despite what is an obvious and visible inconsistency that occurred during manufacturing.  
  
  **************** said he worked for *** for 4 months, yet he stated general *** technical specifications and tolerances without providing any data sheets to back up the standards he cited.
  
  To be candid, this last visit by *** felt like an intervention designed to substantiate and emphasize minimum standards for their top-of-the-line products, which all previous *** Service Technicians agreed were problematic.  
  
  Moreover, ***s 13 June response opens with the assertion, at this point the homeowner is looking for any detail, no matter how small, in an attempt to have product replaced.  This statement is antagonistic as it assumes my motive, it is unnecessarily inflammatory, and it is patently false! My goal throughout this ordeal exceeding 8 months now has been to develop solutions collaboratively and timely with ***.
  
  A summary of my experience and efforts to develop solutions directly with *** is warranted.  
  
  I invested over $34k in the highest quality *** impact rated replacement Sliding Glass Doors (***'s) and windows in May 2022.  These products were delivered in Oct. 22.  However, obvious manufacturing defects were immediately observed on all but one of the *** products delivered.  For example, rubber seals were defective on all the ***s and most windows. Some window seams were liquid welded, but others were not at the same seam locations.  Most of the welded seams were spattered rather than uniform and consistent, and other issues were identified too.  I called *** Customer Service & explained these issues to a woman named ******. Her immediate response was that the doors and windows should have never left the plant.
  Since then, I have repeatedly attempted to develop solutions between *** ******** Services and *************s departments, but all my efforts and requests with ******** Services specifically have been ignored or dismissed.
  Inexplicably, nobody that I have communicated with in the *** leadership team has taken sincere ownership of my concerns regarding the obvious and systemic manufacturer defects cited herein.  Rather my experience with everyone within ***s leadership team has been either dismissive, someone else's problem, and most recently, an attack on my motives and character.
  
  Bottom line is that I did not get what I paid for.  Four Sliding Glass Doors and seven windows were ordered, but only one (1) window was delivered as expected.  All other windows and ***s revealed systemic quality control failures from the factory.  *** Corporate Leadership has failed in at least three departments, Manufacturing/Quality Control, ******** Service,and *************s.  Additionally, there appears to be a significant gap between *** representatives who perform field service work and those in leadership positions.  The three ************* Technicians who visited genuinely exhibited concern and frustration over the systemic quality control issues noted, yet they also acknowledged that the replacement doors and window sashes would likely exhibit similar flaws as the originals. They were correct, but they did not dismiss the legitimacy of my concerns.
  
  Going forward, I request that the 9ft panel identified above be replaced as recommended by ****************.  I request that the living room sash that **************** attempted to repair and the bathroom sash be replaced as recommended by three *** ************* Technicians.  It is clear that *** will not replace the window frames and that I am left with systemic cosmetic flaws in my doors and windows, including the sanding work on one of my SLDs that is now worse than before the attempted repair.  I am willing to accept these doors and windows as they are, but request that *** provide a partial refund for these defects and for the egregious experience I have encountered.  
  
  I think it is important to restate why I chose *** Custom Windows over the many competitors in this industry. Having researched replacement doors and windows extensively,CWS and *** were the final two manufacturers considered.  Coincidentally, my son had a house built two years ago and has *** impact rated doors and windows throughout his new home. After examining his doors and windows, my wife and I concluded that *** was the way to go.
  
  ***s website states the following:
  
  Our unmatched reputation for quality, performance,and service has helped us earn the trust of builders and millions of families around the world. Whether youre looking for impact or non-impact products, you can rest assured that every window and door we custom manufacture in our ******* warehouse is designed for beauty, durability, and keeping your family better protected.
  
  Unmatched reputation for quality, performance, and service, I pray the performance of our *** windows will ever be put to the test, but my experience with ***s quality and service so far has left me most disappointed and extraordinarily frustrated.
  
  Your time and consideration of my observations and requests is most appreciated.
  
  Sincerely,
  
  **********************

  Business Response

  Date: 06/30/2023

  This information has been reviewed and presented to our service management team for review. Service team will contact homeowner within the next 3 business days to follow up with his concerns

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: On 30 June, PGT Custom Windows responded by saying that someone would contact me within 3 business days... However, I nobody from PGT has contacted me... I waited until ************************************************************************************************************* order to help develop ********************... 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 07/20/2023

  The *** service team has agreed to schedule a second inspection to review homeowner's continued concerns. Our service team called on 7/19/2023 and left a detailed message asking homeowner to call back

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: *** Service Team Leader, ********* contacted me and explained that he and ***'s **************** Manager, ***************** would schedule a visit at my home during the first week of Aug... However, when I called the *** Service Team Leader back to confirm the date and time of their visit, I was told that the **************** Manager could not attend the planned visit and that only the *** Service Team Leader would visit, but that his visit would have to be conducted sometime during the second week of Aug... While appreciate this effort made by *** as a result of the BBB's leadership, I am still seeking resolution that includes addressing the issues I mentioned in previous rejection letters... 

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

  Business Response

  Date: 08/04/2023

  The concerns of the homeowner are being addressed by the service team as stated previously. It appears there was a change to the schedule however it has not been tabled and will be communicated and again addressed with the homeowner as soon as possible. There is nothing further to add at this time

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: PGT ***** Service Supervisor, ********* visited and explained he will replace one sliding glass door panel, and three window sashes, which is most appreciated... However, other PGT ***** Service technicians have recommended replacing window sashes, but were never ordered or not approved... 
  
  Sincerely,
  
  Brick ********

  Business Response

  Date: 08/21/2023

  ********************,

  We have an active case #****** that we have been communicating with you on. The parts which have been communicated to you that we will replace have been ordered. We currently have an ETA of 9/20. Once the parts have arrived and inspected the service team will reach out to schedule your service. 

  Thank you.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: I understand that PGT is stating that "parts have been ordered;" however, PGT service department has told me that replacement sashes would be ordered before, but were never ordered... Moreover, previous sashes and SLD's that were sent had quality control issues that rendered the replacement parts that were as bad or worse than the original sliding glass doors and sashes... Therefore, I will wait until the replacement parts arrive and confirm these parts do not have the systemic quality control issues previously encountered... 

  
  Sincerely,
  
  Brick Bradford

  Business Response

  Date: 09/08/2023

  ********************,
  I looked up your order and it appears that one **** has arrived at *********************. There are two other items that were backordered and now have an ETA of 9/20. Once received at ********************* they will do a thorough inspection of the product. If something is found outside of standards, they will reorder the item. Once all the product is received they will schedule the service to install the replacement parts. 

  Customer Answer

  Date: 09/17/2023

   
  Complaint: 19869019
  
  I am rejecting this response because: PGT's most recent update dated 8 Sept, 2023 does not account for all three replacement sashes and an additional sliding glass door panel that was authorized by their service tech team supervisor... Plus, two of the panels mentioned in their repsonse are backordered... 
  
  Sincerely,
  
  Brick ********

  Business Response

  Date: 10/20/2023

  ********************,
  I see that we were on site 9/27 with the parts we promised and completed the service as promised. We appreciate your patience and now that we have opened up a service location in your area I am sure that any future needs will be responded to quicker. Your positive feedback on ************** is also appreciated. 

  Thank you.

  Customer Answer

  Date: 10/29/2023

   
  Complaint: 19869019
  
  I am rejecting this response because:

  It is true that after three attempts, *** was able to order, manufacture, deliver and install satisfactory window sashes and sliding glass door panels consistent with industry standards... Moreover, ***'s ***** Service Technician team continually sought solutions and ****************** deserves special recognition for his leadership and dedication throughout this ordeal that took literally a whole year to resolve... 

  However, my experience with *** *************************** has never been addressed or resolved... A brief history of my experience with *** is warranted... 

  I bought the highest quality *** impact rated replacement Sliding Glass Doors (*****) & windows at a total cost over $34k. The *** ***** & windows were delivered and installed; however, obvious systemic manufacturing defects were immediately discovered... Specific details of the manufacturing defects with pictures are available in previous email correspondence through this BBB sponsored portal... 

  From the date of delivery and installation, I have sought collaborative solutions with *** through their *************************** but nobody in that department has been willing to engage with me in any meaningful way... In fact, a Consumer Affairs rep categorized my case as being "Low-Priority," which I find incomprehensible given the ***** and windows were the highest quality and exhibited systemic quality-control flaws upon delivery and installation... 

  I repeatedly requested that someone in a leadership position within *** Consumer Affairs contact me and respond to my concerns, but this department's communication efforts were minimalistic and non-responsive to my specific questions... Point in fact, nobody that I have communicated with in Consumer Affairs has taken sincere ownership or a solution-oriented response to my concerns...

  Bottom line is that I did not get what I paid for... What should have taken a week to deliver, and install has taken a calendar year to resolve... This last year has been fraught with frustration and zero confidence that *** would actually provide satisfactory ***** and windows consistent with industry standards and *** marketing statements... Fraught with frustration extends well beyond my absolute lack of confidence that *** could or would deliver the ***** and windows expected... My family could not decorate our house during the various holidays that followed, including Thanksgiving, Christmas, New Years, etc... Touch up painting and caulking of all door and window frames and ***** were postponed for 10 months... Window treatments remained on the floor of every room for the same amount of time... *** logo and certification stickers were required to remain on each panel of each SGD and window until the final inspection was completed... I believe compensation for these experiences is reasonable and warranted... 
  

  
  Sincerely,
  
  Brick Bradford

• Initial Complaint

  Date:03/30/2023

  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 contracted with ******* Contractors to install new windows in a enclosure that was previously a screened porch. The work was completed in July 2022 and 3 windows and two door windows were scratched or have an imperfection in tint. We have been waiting since then for PGT to replace these windows. It has been one excuse after another as to why they have not scheduled an installation even though according to Hope a field service technician 4/5 windows are there.

  Business Response

  Date: 03/30/2023

  On 3/29 homeowner I notified via phone that parts had been ordered and are currently scheduled to arrive to the technicians warehouse on 4/5/2023. Homeowner was informed that the process for inspecting and receiving parts could take 2 to 3 business days. Once this was done, homeowner would be contacted to schedule service.

• Initial Complaint

  Date:03/24/2023

  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 had all new impact windows and two new sliding doors installed in July of 2022. One window frame was cracked and both sliding glass doors have molding that was either defective or damaged from the installation. I have contacted the installer (Quality Doors and Window) and repeatedly sent emails to PGT. Quality Doors just puts it back on PGT to fix. PGT has opened ********* number since July and has not acted an any of them. Every time I contact PGT, I get is a form email from their Consumer Affairs assigning another new case number. This is absurd for any company to ignore factory defects and not respond going on 8 months.

  Business Response

  Date: 04/05/2023

  PGT service team has processed a service case, CS #****** / WO #***** (status awaiting parts) to address issue for homeowner. Once parts are received and inspected, the service team will contact homeowner to schedule service date

  Customer Answer

  Date: 04/06/2023

   
  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:03/15/2023

  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.

  On 01/17/2023 PGT wrote that the case has been resolved. But it was the opposite. PGT did not even try to help solve the problem. We have 2 PGT windows which cannot be opened as the balancers or something is missing or defect.PGT wrote that nobody is serving the ****** area and we cannot get any help. My only choice is buy new windows for $ *****. In order to solve the problem we ordered all available balancers as PGT did not write on the window which balancers are needed. The window has only 3 letters PGT- nothing else on it . It is the same on the invoice, no type of window on the invoice. They clearly tell us that absolutely nobody in ****** area/ ******* will repair the windows. But they sell the windows in ******. We need the parts what they call balancers and if there are several we order them all and try to repair. Better than pay $ ***** for the new 2 windows. But PGT is denying to sell us the balancers needed for repair and just shut us down by writing " resolved".

  Business Response

  Date: 03/17/2023

  PGT Consumer Affairs representatives communicated with homeowner multiple times requesting documentation so that the order could be verified and parts ordered by service technician, homeowner has not provided requested information. PGT has been able to work with a service dealer that will order and replace the necessary parts per warranty for homeowner. Per the warranty, PGT will provide parts at no cost however homeowner is responsible for dealer fees as these are not a component of the product, homeowner is aware of this.

  Homeowner was informed via phone call, 3/16/2023, that service dealer would contact her and make arrangements for repairs which was agreed to. Homeowner was also provided dealer name and contact phone number should there be questions.

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19587653
  
  I am rejecting this response because: Someone called me ***** and gave me a name of an outside company like Pana...... who would call me and repair the windows. I did not get the phone number and could not find it. The company has not called me till today. PGT told me they have the part number in their files. As far as they claim I would not have provided the part number in the past this is wrong. The customer does not know the part number of tiny parts on the side of a window as this is covered by the frame. This part number was not on the invoice and the number was not on the window. But PGT always had the number even when they refused to repair my windows and get out of the warranty time. I found the same case on this page,  I am not the only customer with this problem.

  So far my windows are not repaired and I did not get the part number as he said he gave it to an outside company.

  It is 9 days after the call of PGT now. I got no call from the outside company he talked about. Hope the repair will be done soon.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/03/2023

  Homeowner was provided with the name and phone number for a service dealer that was willing to perform the service work. Homeowner was notified that per their warranty, PGT would provide the parts necessary to complete the service how they would be responsible for any dealer fees such as labor, trip charge etc., as homeowner stated previously they did not want to pay these fees. The homeowner had the same parts ordered in July of 2018 however they did not provide this information nor did they recall this parts order which they did not disclose to PGT. 

  PGT has contacted the service dealer for homeowner on 3/31/2023 and requested that they schedule appointment with homeowner.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19587653
  
  I am rejecting this response because: *********** has not provided the owner with 1. a telephone number of a service dealer - please type the name here ***********************************************. the telephone number of a service dealer - please type the number here.................3.PGT has not provided the owner with the part number the outside company should order to repair the two windows , please type the number here...............................

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

  Business Response

  Date: 04/04/2023

  Good afternoon, 
  The service dealer contact information is as follows:
  
       * ********* IMPACT WINDOWS & DOORS: ************
       * GLASS SERVICE UNLIMITED: ************
  
  As homeowners cannot process parts request from PGT, they are provided their PGT sales order information, attached SO #*******, which they in turn provide to the service dealer to order parts.
  The service dealer is required to inspect the product to verify parts however to do so, they charge homeowners fees, such as trip charge, labor, etc. Homeowner has stated previously that they do not want to pay these fees.
  
  We have provided all the necessary information that the homeowner needs to contact the service dealer and request a service from either of the two (2) provided at their leisure. 
  
  When responding to this email select "reply" if you have additional questions or require further information. This will allow all information to be included in your case and ensures your request is completed in a timely manner.
  
  Thank you,
  
  Consumer Affairs
  PGT Custom Windows + Doors
  1070 Technology Drive
  N. ****** ** 34275
  ************

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19587653
  
  I am rejecting this response because:

  The company GLASS SERVICE UNLIMITED told me they are not serving the ****** area.

  PANALINGA got all paperwork from us a week ago but never responded and also does not respond to any phone calls.

  So far nothing has happened at all. PGT windows in Naples area cannot be repaired.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/22/2023

  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.

  We purchased PGT windows, a custom bifold window and sliders from Window Depot in May of 2022 for our home renovation. In July of 2022, we received windows and sliders, with the exception of one slider that was ordered 3 times because each time it was the wrong size. We had our contractor install all but the one, leaving our house unsecured and exposed to the elements until Oct. 2022. The following problems still stand uncorrected. 1) The risers in two windows do not function properly. The parts provided are not the correct ones according to a Window Depot technician sent out to correct some of the issues. 2) One of the windows in the garage has a crack in it. We received a replacement window, but the Window Depot technician did not know how to install it. 3) The brackets for all four of our fixed glass windows were never received. 4) The caps and brackets for 2 garage and 2 bedroom windows were not received. 5) One gasket for the bifold window is missing. 6) Brackets for the sliding windows in two rooms were never received. 7) Tracks for the screens on sliders in kitchen were never received. We sent correspondence to the following individuals in an attempt to resolve the issues. PGT representatives: ********************* (Consumer Affairs), *******************************, ***************************** and ***********************. Window Depot representatives: *********************, *******************************, ******************************* and *******************************. PGT and Window Depot both sent representatives and or technicians to help resolve some of the issues, but neither party had answers or was able to correct the problems with our windows and doors. In our 60 page correspondence it appears that PGT and Window Depot point fingers at each other for the issues; maybe it's just the old idiom "The left hand doesn't know what the right hand is doing" or worse, once you have our money your service ends. At this point, we just want the parts and products required to complete our windows and doors; we'll do the rest.

  Business Response

  Date: 02/27/2023

  Thank you for contacting us regarding your concerns. We apologize for the issues you have experienced. Our records indicate that we have an open field service case for you (**********). We have a dedicated representative working on a resolution for the issues you have experienced. We ask that you please continue working with them to ensure the product is replaced and issues are corrected to your satisfaction.
  Please feel free to contact our Consumer Affairs team if you have any further questions or concerns at *************.