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:03/24/2023

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

• Initial Complaint

  Date:10/11/2022

  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 had a contractor install 2 windows in 2019. One of them had a problem, it won't stay open. The manufacturer came out, said the contractor needed a part, and left. The contractor said they ordered the part but it never came and the contractor abandoned the job. At that point, I contacted PGT and they ignored me. I spent months leaving messages and finally I left a BBB complaint and they responded to that. They sent someone out, but he said a different part was needed (a balance) and that he would have ******* in their corporate office order it and then he would come install it. He thought that would take 1-2 months. It's been 4, and they aren't returning my calls again! I need someone to fix this window or just install a new one. I can't keep dealing with this run around! I have attached the window stickers with the order information.

  Business Response

  Date: 10/11/2022

  Thank you for contacting us regarding your issue. We apologize in advance of the issue not being resolved. We will have a customer service representative from Consumer Affairs contact you within ***** hours to assist with a resolution.

• Initial Complaint

  Date:10/11/2022

  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 purchased a home in ********** and our hurricane sliders damaged in first year. They are still under warranty. I contacted distributer, Commerce Glass of **********, and installer, **** of **********. They came out, took pictures, evaluated windows and agreed they are damaged and still under warranty. It has been one year of emails and promises and doors have not been fixed. I have email chain of promises. I am afraid now, with hurricane season, that they doors are compromised and won't hold out if we are hit with hurricane. We are ocean front. I've attached recent email but I have emails dating back to last December.

  Business Response

  Date: 10/11/2022

  Thank you for contacting us regarding your concerns. We apologize in advance of the issues you're experiencing. We will have a customer service representative from Consumer Affairs contact you within the next ***** hours to obtain additional information to further assist you.

• Initial Complaint

  Date:10/05/2022

  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.

  Back in May 1, 2018 I signed a contract with ****** to replace existing ********************************************* to Dual pan Impact windows Vinyl ************** door of CGI brand manufactured by PGT ********************************************* at a contract amount of $17,166.00, which were delivered and installed by their certified installer in August 2018.Few months after installation I noticed some of windows were tight to open and was told by Lowes that since they were new so it is natural for sometime. But sometime around 2020 one of window out of 3 in a row in Living Room failed to open, followed by 2nd & 3rd in same row in next couple months. I called ****** customer service who informed me that since there warranty was for a year I will have to contact PGT direct which I did and PGT customer service emailed me names of 3 window service providers and was told that upon their determination replacement parts would be under warranty but I am liable to pay for repair charges and when I contacted them even recently it will cost me $200-300 per window to examine & replace window spring & plastic retaining clip that cost only about $20 a piece. so I decided to wait until Pandemic time was over before letting anyone enter my home.Now, yesterday when I was cleaning my master bath window ************ I had to open window but suddenly it dropped down and I almost cut my hand.. At this point I am frustrated since I know what their answer will be as PGT is not willing to responsibility to repair or replace my windows that keep failing to open due to some cheap plastic spring retaining clips worth $3 - $5 which with time gets brittle and snaps it, whereas I had paid about $1400 per window with low grade inexpensive parts.. Not sure if is it just my batch or all vinyl manufactured windows with no remorse or Liability on part of CGI/ PGT.

  Business Response

  Date: 10/06/2022

  First and foremost we would like to apologize in advance for the delay and inconvenience this has caused. Thank you for contacting us and making us aware of the issue not being resolved. We will have a representative from Consumer Affairs from PGT/CGI be in touch with you within ***** hours for a resolution. Feel free to reach out to our Consumer Affairs team at ************** if you have additional questions and/or concerns.

  Thank you in advance for your patience.

  Customer Answer

  Date: 10/13/2022

   
  

  I do appreciate your email concerning our issue with CGI windows failure and likewise would like to see some results since I am still waiting to hear from Lowes or your representative to correct this issue as we have 5 windows so far that have failed due to broken spring clips.

   

  Await your immediate action please.

  Business Response

  Date: 10/18/2022

  Hello, thank you for the response. Rest assure we are working diligently to get this issue resolved. Someone from the Consumer Affairs team will be reaching out to you. Ensure to continue to communicate with them for the resolution.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18156447
  
  I am rejecting this response because:

  I am surprised to note that as of yesterday you BBB have closed this complaint as resolved?? Which is incorrect.

  If you notice my communication with PGT/CGI I had mentioned that no one had tried to reach me to schedule a visit and correct problem even after empty promise by them including on 10/18 in their reply that they trying their best to resolve but nothing has happened so far it is just empty promises with no positive result or commitment.

   

  I understand BBB supports suppliers & businesses but this is unfair on your part since I as a consumer made a huge home improvement investment but was supplied below grade level product. Also I learned from Lowes installers who had installed windows at my home that Lowes stopped selling these windows due to too many manufacturing complaints, which should be taken seriously.

   

  Therefore, this case should be re-opened and hold PGT/CGT accountable for supplying inferior products.

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

  Business Response

  Date: 11/01/2022

  We apologize in advance for the delay this has caused in resolving your product issue. We will have someone from Consumer Affairs reach out with an update.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18156447
  
  I am rejecting this response because:
  This is the 3rd time in a month with promise that someone will contact me to resolve my issues with 4 Windows that have failed in last 3.5 years due to broken plastic $5 part with no action that is unacceptable. Moreover as explained ***** have stopped i stalling these poor quality windows due to repeated failure of same part.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/23/2022

  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 have attempted for almost a year to resolve a hurricane sliding patio door warranty issue with PGT ************. I sent all the information they requested. They do not respond to my e mails or phone calls. I called the consumer affairs person, ************** and her supervisor over 12 times without a response. I left them a voicemail informing them that I was going to contact BBB and they did respond. I have sent them several emails with very few responses. Please help me. All I want is my warranty honored and receive a new sliding hurricane patio door.

  Business Response

  Date: 09/26/2022

  We apologize in advance for the delay and inconvenience this has caused. We will have someone reach out to you within 24/48 hours with the next step.

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 18063827
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I have not heard from the vendor, please advise.

  Regards,

  ***********************;

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

  Business Response

  Date: 11/11/2022

  First and foremost we would like to apologize in advance for the delay and inconvenience this has caused. We will have someone from Consumer Affairs reach out to you for further assistance within ***** hours. Please don't hesitate to contact us at ******************************.