ComplaintsforMI Windows And Doors, Inc

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased and paid in full MI windows May 14 2021 from company ***** in Ocala FL Installation started Dec 2021. All windows had energy performance rating stickers stuck on them. These stickers are required for inspection. One window did not fit and one that did installed April 2022. It did not have that sticker on it, frame was damaged and screen did not fit. Calls to ***** about damage have led to the manager of windows Tom hanging up on me. A rep from ***** ***** came to fix the original "botched" install job and the damaged screen and provided a paper copy of an ERP sticker. He also stated that I received standard windows and not ones custom for my window measurements and so many tubes of caulk used to "make the windows fit", hence what I call the botched install. Also a customer care rep from MI, B. H****** states she cannot find a second order for this damaged window as this is the one that replaces the one that originally did not fit. This leads me to believe the damaged window is not brand new. MI webpage mission statement is to "Get it Right Every Time", that their dealers feel great about selling their product, and customer care members are attentive and provide exemplary service. Both ***** and MI have pictures of damaged window and the terrible install job yet *** at ***** hangs up on me and two reps from MI, B H****** and B. S******** have stated would put me in contact with a rep in the Central Florida area but I have not heard from either since July 13th. Neither company seems to want to assist me. ***** has refunded me $937. However I still have to fix what the outside of these windows and sliding door also installed look like. It will require paint and framing and maybe a contractor to make them look like it was a professional job. Therefore I feel one of these companies should refund back to my ******** ******* the balance of $2147. This is original cost $3334 less the $937 less permit fee of $250.

  Business response

  09/21/2022

  Hello *******,

  We are so sorry to hear of the frustration. Unfortunately, our service techs and our engineering department reviews the damages to the window and have found these to not be manufacturers defects, but a result of installation. We recommend you contact your installer for a resolution.

  
  Thank you

  MI Windows and Doors

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For nearly one year I have attempted to have my defective windows replaced per the warranty. I initially presented the necessary information along with my deed and subsequently received a quote, I signed the quote and returned it to MI windows. I a call and was informed that I would need to provide my credit card information. I provided the card information and was told the windows would be replaced within8 weeks. The 8 weeks passed and I called the company; I was informed that the windows installers were unable to reach me because they didnt have a phone number. This was untrue as my number, email address, and physical address were prominently displayed on all documents. I was told that I would need to resubmit the claim information again. Since that time have I have submitted photos, claim forms, measurements me signed quotes 5 different times. Each time I have been told that something was missing and the process would have to start all over again. The last time I wa told that I would have to climb on a ladder to measure defective windows over 14 feet high. I am being given the run around by this company. Each time I’ve called I have talked to a different individual and that individual would advise I needed to speak with a supervisor. I’ve left messages with a supervisor however no return call. Please assist me with getting my defective windows replaced Thanks so much.******************************

  Business response

  08/17/2022

  Hello *****,

  Thank you for bringing this to our attention and I apologize for any frustration you've experienced. According to our case notes, we have received incomplete information and our service team just needs a few final details so we can complete the work. Please reply directly to the email from our service team with the needed information so we can proceed.
  
  Thank you

  MI Windows and Doors

• Initial Complaint

  06/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  MI Windows has not addressed a service issue which they state they received Jan 18, 2022. I call monthly for update and the customer service representatives state there is nothing we can do. The Field Service has to assign a tech to your case. When I ask to speak to someone who can provide more assistance and I get a FS Supervisor whose voice mail tells you to call customer service number. It s a circle of no assistance. The Service Ticket number is ********-***. As a side note, the request was actually placed in August 2021 to ********. ******** was acquired by MI Windows Jan 2022 and assumed the product warranty.

  Business response

  06/15/2022

  Hello *******

  I am so sorry for the delays you've experienced for your warranty case. I do see that this case is assigned and our service management team has confirmed that they are rushing this case due to the delay experienced. Thank you for your patience as we work to resolve this matter.

  Thank you 

  MI Windows and Doors

  Customer response

  06/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* Or ****** ** *** ******
  

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My late husband *************************** hired a company that installed exact windows in our home. They were later recalled & he didn't do anything about it. Now I'm having nothing but problems with the windows

  Customer response

  04/20/2022

  I no longer have the paperwork from buying the windows.

  Business response

  04/21/2022

  Hello

  I'm so sorry to hear about the trouble with your windows. For an expedient remedy, please contact our CustomerCare department, which you can do in one of three ways: 
  1. If your windows are still under warranty, complete the form and submit a warranty claim here: http://*********.com/support/customer-service-center 
  2. Email:  [email protected] 
  3. Call: ************  

  Thanks

  MI Social Team

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My townhouse was built in 2006 and I purchased it in 2020. Several of my windows have condensation between the panes and I attached a copy of the manufacturers warranty that says the windows are covered for 20 years unless the property is sold in the first 5 years of the product purchase. This does not apply to me because I purchased the townhouse 14 years after the product purchase. I was contacted by Jennifer A****** from MI today and she said they will not honor the warranty because I am not the original warranty. She said it would cost about $1400 for shipping and handling to replace my windows.

  Business response

  04/18/2022

  Hello *******,

  Thank you for reaching out regarding your window warranty. Unfortunately, your warranty is not active because of the purchase date. Our service team is happy to help get your replacements for purchase if you would like to go that route. 

  Thank you

  MI Social Team

  Customer response

  04/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The attached warranty states that insulated glass is covered for 20 years.  The non-glass components are covered for as long as the original owner occupies the property. Several other owners said their windows were replaced under warranty without any issues so I am not sure why the company is refusing to honor the warranty for me.
  
  Regards,
  
  ******* ****
  

  Business response

  04/20/2022

  Hi *******,

  Thank you for your patience as we review your case information. I've asked our service management team to take a look at your case and the warranty coverage for your windows. Someone will be in contact soon for next steps.

  Thank you

  MI Social Team

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2022, we had the inside panel of one of our ******* windows break during the middle of the night. I called on January 17 to 1800*******. At this point I was directed to another company who had just taken over for ******* in my area--MI Windows and Doors. I spoke with ******* and told her my problem. I also mentioned that I had another window that had lost its seal. I also told her that the windows were put in when the previous owners lived in the house and that they were under warranty. I told her I needed someone to come out and fix/replace my windows. She asked for measurements and I sent them. After hearing nothing, I called back on January 28th. I was told that my measurements didn't fit any windows they had. I took pictures of the labels in the windows and sent them to her. I explained that my measurements were the best I could do and "was there a window that measured closely to my measurements?" I heard nothing back. I got busy and forgot about it but called back on February 25. I was told that breakage was not covered by my warranty. I explained that the previous owners had had 2 broken windows replaced under warranty. I was told they had to look into it further. I heard nothing. I called back on March 18 and spoke to ********* I got the runaround again. I was told *******. who I first spoke with, was on the phone but would call me back. I said I expected a call back that day. I have heard nothing since. Today is April 4 and I still have one broken window and one window that has lost its seal. I have NEVER gotten a call from them or email since I contacted them in January. All correspondence has been initiated by me.

  Business response

  04/18/2022

  Hello

  I am so sorry to hear you've had some delays in your warranty service. According to our case notes, it looks like we still do not have the full sales order number to help identify the windows that need repair. Someone from our service team should be in touch shortly to help gather the necessary information to get this moving forward. Thank you for your patience.

  Thanks

  MI Social Team

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home was built in 2020. On 2/7/22 my sliding glass door's interior pane spontaneously shattered. After doing some research I found that spontaneous glass breakage is most often due to defects or poor workmanship and that there have been several instances of this happening in my new community. Most of the instances have been covered under the 1 year warranty; however, I am outside of the 1 year warranty by 6 months. After further research I found an instance similar to mine (outside of warranty) that Milgard Windows or the affiliated company Mi Windows has offered to replace the glass and had the homeowner pay labor costs. I approached the installer XO Windows who told me I'd have to take it to the manufacturer. I presented all this information to Milgard Windows who responded that I am outside of warranty and would have to pay all replacement costs which XO Windows has quoted me at $1321.24. My reference# with Milgard Windows and Doors is *********

  Business response

  04/08/2022

  Hello

  I am so sorry to hear of the frustration you are experiencing. I am investigating this further and will have a service manager review your case for support. Thank you for your patience as we work towards a resolution.

  Thanks

  Milgard Social Team

  Customer response

  07/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  

   I would again like to reopen case number ********.  Although I have been in contact with Milgard Windows, 2 months after sending my the invoice for reimbursement I still have not received my check and the only thing that seems to motivate them is if this case is open
  
  Regards,
  
  *** ********  

  Business response

  07/14/2022

  Hello Sam

  Thank you for letting us know that this has not been resolved. I just confirmed with our service management team that this will be completed asap. I apologize for the delay and thank you for your patience.

  Thanks

  Milgard Windows and Doors

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 12 windows and 1 door from *********** / *************** in Alexandria in 2003 and 2004.Our windows are still under warranty, however to ship the replacement glass M&I windows warranty department charges $40 per glass and we have to pay for the installation as well $365.The window glass is higher in shipping costs than the actual glass costs. We would like to file a warranty claim for the defective windows and will pay for the installation, however we need the replacement product shipped at no charge. Desired resolution shipping the replacement product free of charge -since customer has to pay $365 in installation fees

  Business response

  02/25/2022

  Hello

  I'm so sorry to hear of the trouble. If you decide to pay for installation, the panels will be delivered by the technician preforming the installation and therefore there is no shipping charge.

  Thanks

  MI Social Team

  Business response

  02/25/2022

  Hello ********

  We are able to cover half of the shipping costs, but that's the absolute best we can do.

  Thank you

  MI Social Team

  Customer response

  02/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  The maximum of $40 will be paid to M&I windows for the shipping for the replacement windows. Please contact me directly for the measurements of the windows

  email: *****************  phone: ************
  
  Regards,
  
  ************ ***************

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The seal was broken on several of our impact windows and doors. MI agreed to replace them for $1,100. The first round of replacement windows installed included several window panes with visible defects. MI replaced those replacement panes with defects last week on Wednesday. The installer was told before leaving the property that some of these new replacements still had defects. He acknowledged that there were defects and said he knew. AfterI cleaned all of the windows again from dirt, adhesive, and caulk to determine what were actually a defects in these windows, I emailed customer service Monday (with new photo) to request replacements. MI instead closed the ticket and charged my credit card claiming the service tech said we were satisfied. We definitely did not say that to the tech. The tech was told we could see defects already and would fully assess later. MI now insists on taken from 5 feet away showing the damage. This is impossible because of the reflections and the transparent nature of the windows. They instructed me to put paper behind the glass to take the photos. I tried but it does not help at all. The damage is so clearly visible in person from over 5 feet away, but impossible to document per their instructions which I believe they know.I would like them to replace the windows. If they refuse, they must credit back my **** for the $1,100 charge.

  Business response

  02/21/2022

  Hello ********,
  
  I am so sorry to hear of the frustration. We have made every effort to remedy this situation with the windows being out of warranty. The charges were for the panels and installation and you were not charged for the glass. Without compliance and providing the documentation requested, we cannot move forward.
  
  Thank you,
  MI Social Team

  Business response

  03/04/2022

  Hi ********,
  Our service manager has confirmed that you have been scheduled for additional field service to investigate these matters further. Thank you for your patience as we work together to resolve this matter.

  Thanks
  MI Social Team

  Customer response

  03/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. They have opened a ticket to replace the panes of glass. Provided that these are delivered and installed without issue, this matter will be resolved. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  09/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My windows began to build up condensation between the double panes and subsequent to that, a bluish purple film built up distorting the view from the windows they are cloudy inside. Additionally, some have been leaking. The windows were a part of a class action lawsuit. MI Windows & Doors previously indicated they would offer new windows to replace the damaged ones when I originally contacted them, but would not cover shipping and labor. I am requesting that the complete replacement, including shipping and labor be covered. I have spent several years attempting to resolve this issue with MI Windows and Doors.

  Business response

  10/04/2021

  Dear *******,

  Please accept this letter in response to *** ******* ****'s complaint ID ******** concerning the MI windows installed in his house located at **** ****** ****** ** Atlanta, GA. The complaint alleges condensation in between the glass in the windows and desired resolution of glass replacement.

  The residence was built in or around 2006 and *** **** is the second homeowner, or a "subsequent homeowner" as defined under the MI warranty. The warranty for windows manufactured in 2006 is provided to the original homeowner and has a limited transferability provision.

  “If the home is sold in the first 5 years after product purchase, this warranty converts to a commercial warranty … and is effective for a period of 5 years after the product purchase date.” The windows in the Residence are no longer covered under MI’s warranty because any warranty coverage afforded to *** **** as a subsequent owner would have expired in 2011, i.e. 5 years after the product purchase date.
  
              Additionally, the windows installed in their house were the subject of a class action lawsuit. Judgment in the action In Re: MI Windows and Doors Product Liability Litigation, United States District Court for South Carolina, Case No. 12-mn-00001 (“Litigation”) was entered on July 22, 2015 by way of a Final Approval Order and Judgment (“Judgment”). The Judgment resolved the litigation and approved the Resolution and Claim Plan set forth in the Stipulation of Class Action Settlement and Release (“Release”). Enclosed please find copies of the Judgment and Release.
  
              By way of summary, the Litigation involved a nationwide class action relating to MI window products that were glazed with glazing tape and manufactured or sold between July 1, 2000 and March 31, 2010 (“MI Product”). MI products purchased in 2006 are MI Products pursuant to the Judgment and Release (see Exh. “D” line 16). The Judgment finalizes and dismisses all past, present, future or potential litigation claims that have been or could have been brought against MI regarding MI Products (“Released Claims”). MI is entitled to final resolution in its favor of all Released Claims as to any Persons who own, owned, or hold a legal obligation to maintain or repair MI Product (“Settlement Class”).
  
              Based on the facts set forth earlier in this letter, *** **** is a member of the Settlement Class and is prohibited from pursuing litigation on Released Claims regarding MI Products. By operation of the Release, and its incorporation into the Judgment resolving the Litigation, such claims are barred and may no longer be pursued. Therefore, in accordance with Section K, Paragraph 5 of the Release, MI hereby provides a copy of the Release and demands that *** **** cease all further efforts towards pursuing or maintaining claims regarding MI product installed at their house. He should know that the Judgment entitles MI to injunctive relief should he pursue litigation.
  
              *** **** can contact me if he would like to purchase replacement glass for his windows. As a practical matter, he can also obtain assistance from any competent local glass shop.
  
              Please contact me if you have any questions.
  
  Sincerely,

  Tara M*****

  Business response

  10/18/2021

  Dear *******,

  I am in receipt of the response by *** ****. Ms. S***** was correct in stating *** **** was covered under the terms of the lawsuit until August of 2016, *** ****'s transfer warranty would have expired in 2011.  Ms. S***** stated on the email attached the extended warranty coverage as a result of the lawsuit for *** **** expired 8/28/2016. *** **** was notified in 2016 according to the provided email. Please see the previous response pertaining to the lawsuit. 

  Please contact myself for any additional questions.

  Sincerely,

  Tara M*****

  Customer response

  10/20/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  
  I am rejecting this response because: Ms. M***** clearly cannot read and is so adamant about denying responsibility that she is distorting the facts clearly outlined. Again, Ms. S***** indicated this is NOT covered by the lawsuit. I have attached it again and highlighted it’s an idiot proof demonstration for Ms. M*****. Thus, my original request stands and I expect MIDW to resolved these issues as I outlined in my original complaint or I will be filing suit in court using the documents provided. 
   
  ******* ****
  

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