PGT Custom Windows + Doors

PGT has no regard for small customers. They have delayed my window and door order for over 5 months. They will not return phone calls, nor emails. Only one customer service rep that says they will escalate my complaint. No communication from them even after multiple attempts by me through various online forums. Avoid them and look to another quality window manufacturer.

Terrible Customer Service & Warranty Service We did a significant renovation in 2014 and installed 3 different large sections of 10' tall sections of sliding doors (1 - 12' wide section & 2 - 16' wide sections). Upon completion PGT requested to use our photos to update your marketing to a more modern look to which we agreed. Since August 2016 we've had an issue with defective panels (Christine Noland was my original contact at PGT). To date we've had 7 of the 11 panels fail (only 5 have been replaced). The replacement process has been miserable. We've had the wrong panels delivered, wrong size delivered, defective panels arrive, wrong panel gasket color and each and every time over the 4 years my wife or myself have taken off work only for it to be a waste of time due to a PGT mistake. Given the length of time it has taken to resolve these issues FAS Windows & Doors have brought in Tom Price (Territory Rep with PGT) to review the required panel replacements and oversee the quality of the product coming from PGT. Since his involvement March 5, 2020, we've again had the wrong size panels, defective panels & incomplete parts shipped by PGT. No improvement in the process or communication to date nearly a year later and the work is still not done. This issue now is PGT has changed the color of the gaskets and instead of replacing the doors so they all look alike and are of similar quality PGT is asking the warranty company to remove only the glass on the select panels in the field and replace....not something normally asked of a warranty company or with an aluminum door outside in the field weighing almost 400 lbs. We were told the 2013-14 PGT doors like we purchased have had an extremely high failure rate due to the gaskets. That being the case and given what we've gone through over the last 4 years (38 emails, 13 visits from FAS Windows & Doors and countless phone calls) I'm shocked more isn't being done to take care to make this right and in a timely manner. I have tried contacting PGT because there is NO way our experience is acceptable, emailing PGT and leaving a VM at HQ....none of which has ever been returned. My issue is PGT isn't arguing the work shouldn't be done but rather they just don't care how long it takes to complete the work or the qualify of the product at the end. When you spend $50K on doors with a company you expect more....much more.

We contacted PGT again and upper management, and Brian King declined to cover the installation even though EVERY window in the house was delaminating. We certainly understand the warranty but when every window is clearly faulty, we would expect PGT would at the very least wish to inspect the windows and look at our pictures but refused. This was a very expensive project and now we have to spend another $5,000! We were told PGT was an excellent company but clearly they have a quality control issue they refuse to acknowledge.

PGT Windows provided the 9 windows to an installer who installed them in my condo. After 4 years, the painted trim on the windows is now showing bubbles and the bare aluminum can been seen through small holes in the bubbles. PGT states that the painted surfaces are out of warranty as they were only warranted for 3 years. Another condo owner in my building has the same problem with PGT Windows installed in his unit. Clearly they have problems with their painting processes and quality assurance programs.

First of all, it took 10 weeks to get these and finally get them installed. We had 2 factory damaged windows with quarter sized gouges in the vinyl, factory damaged and imperfections in our triple AND double sliders..... glazing globs between the panes as well as loose aluminum frames. The aluminum trim around the" between the panes "blinds was scraped down to shiny silver metal in areas on each door. All of the existing doors and windows had been removed, so these were all installed. We made a call to Affordable Windows who was responsive and scheduled a trip to take pictures and assess the problems. We were instructed that the product makers would not remake the order until they personally inspected the products. On Friday, Jan 27th..... Affordable Windows left a voice mail that the PGT service rep would be here in 8-10 weeks. AREYOU KIDDING ME? I tried to call Affordable Windows at 3:14pm today, February 2nd, to make sure We heard this correctly and receive assurance that a 2nd batch of replacement windows and doors were ordered regardless of the PGT rep wait.....After waiting for several minutes with a "someone will be with you shortly", an " overflow call answering service" (her words) person took a message. When no one returned my calls, I called PGT Industries directly. The "Consumer Affairs rep" was by far one of the rudest people I have ever spoken to..he told me there was a service list I was on, and they would be here in 8-10 weeks. I asked why people that have paid for a product that is already installed while they have my money should have to wait so long? He repeated I was on a list. DO NOT Order these sub-par windows and doors...they do NOt put the customer first!!!!

unknown

I contracted with Southeast Windows in Ruskin, FL.to install PGT windows and doors. I did this project over a period of a couple of years due to the high cost. I've had several issues with after each installation.
Issues I've had:
1. Door handles that broke a couple of months after installation. These were all replaced with redesign ones that were reinforced.
2. Window screens that didn't fit in the windows (to big or to small). These were eventually replaced. Sometimes took more than one try.
3. Window screens that were slightly to small (we're talking thousands of an inch). They would fall into the room. I fixed 3 of them myself by putting a small plastic latch on them.
4. Window screens that didn't have the bug screening that I had ordered. Again, these had to be replaced.
5. The other issue is the screen doors on a triple slider. They have never worked. They're really difficult to get them to stay on or slide on the track no matter how many adjustments one makes.
Southeast Windows have been out several times in the past to address both window and door screens. The last time Southeast was here, their final comment out the door was,  "I hope I never see you again!".  That was after spending thousands of dollars on windows and doors.
6. I have contacted PGT Industries several times in the past. I recently have faxed pictures and even mailed pictures of my sliding screen doors to them per their request in June 2014. They said they couldn't do anything without pictures. So far now, I have sliding screen doors that still don't work.