PGT Innovations

While the customer service of PGT is excellent the glass materials they use in their products are inferior in my opinion. I spent over $22K on all brand new PGT sliding glass doors and had to have them replace 5 of my 12 glass panels already within the first year due to stress fractures and fogging/hazing within the glass panels. Now after only having one of my sliding glass door panels for less than 3 years it's developed a "stress fracture" within the glass panel that PGT will not honor to have replaced. It's spread across the glass diagonally and there's nothing I can do to hide it. The original sliding glass doors that I had replaced were over 30 years old and not one of them had a stress fracture within the glass so I'm still in disbelief that brand new modern PGT sliding glass door panels developed a stress fracture after less than 3 years!! I feel so cheated by a company that had no problem reassuring me of their warranties and that they would take care of everything prior to handing over $22K.

BUYER BEWARE!!

I have contacted this company over the past 4 months and received not one single response regarding our warranty claim.
We are having issues with our newly installed windows. In January of 2020 I began to attempt contacting this organization and gotten no one single response back from them. We have called, emailed, left voicemails and filled out their contact forms online and nothing. Our warranty clearly states the issue we are having is covered but seems to be impossible to get them to honor it. Simple problem, windows will not stay open and close anytime we attempt to open them.

As stated we have not heard anything since our initial submissions back in January timeframe. I have called every single month, wait on hold for 45 minutes just to be told "there was an error, please try your call again later". This is a major waste of my time hoding on a phone just to be disconnected. When reaching back out to the operator I am told there is nothing further they can do and am sent to a random voice mailbox. I have left well over 5 messages across different voicemails and still not heard a peep.

PGT claim that over three million units installed and no reported impact failures, WinGuard Impact-Resistant
To whom is this concern,

Hurricane protection is just the beginning. PGT claim that over three million units installed and no reported impact failures, WinGuard Impact-Resistant windows from PGT.

This was the reason why we have install PGT WinGuard Impact-Resistant windows from PGT.

We have install a PGT Wind-guard Impact-Resistant all windows in our house.
Only 1(one) window was a picture window and that became foggy.
It is Aluminum, " Series 701 " PGT and warranty is 20+ years.
The size of the window is Aprox. 68" wide x 48" high.
There is no label on the window. However, "PGT" is embossed on the next to it window lock.
Glass Technique did the installation in the April, 2007 which was 12 years ago.
We have called Glass Technique at (XXX) XXX-XXXX several times, but their phone is quiet or disconnected.

Glass Technique order # XXXXXXX
Englewood, FL
(XXX) XXX-XXXX

PGT is not covering a major Manufacturer defect in a sliding glass door. Glass is cracked and Its not covered after 1 year.
Nothing but problems with PGT customer service and dealers. I bought this newly constructed home with expectations that the high impact windows and doors were covered by a 10 year warranty. PGT and Dealer are stating that the cracked glass is not covered for more than a year. The door costs $1800 dollars to replace plus labor of $500. This is unprofessional due to the fact this is based on a manufacturer defect that they are highly aware of if they only cover it for a year. I will never recommend or buy from them again.

Have had PGT windows for 5 years now and absolutely love them!

Poor Service and Lack of accountability for CGI which is owned by PGT.
So this will be pretty long but I will sum it up some.
On 06/30/2018 I had a contracting company called Emil General Construction put an order in for me #*** $3,840.64 for the CGI Special Estate Entrances Single Door and side light. Tinted dark grey and hurricane impact. It took 4 months to get the door... when it arrived it was completely incorrect. No Tint, the door handle and lock didn't fit, and the glass seemed flimsy compared to my other door which is hurricane impact. So the frame was installed and was told CGI would come out and replace the glass and door knob. A month later they show up and do a horrible job with glue all over the glass and fixing the door knob which rattles. So after a while I don't go out my front door but I noticed a few things after the fact... One the glass still seemed flimsy and the door heats up from the sun really quickly. So after back and forth calls and with my contractor he told me I had to contact Lucy 305-593-6590 ext 60145 for help because its a warranty issue now. It's now Sept 18 2019 and after a back and forth of who job it is to fix my door she finally send the rep for South Florida Anthony. He shows up and checks the door Nov 2019 but his machine to check the width of the glass didn't work. I showed him the difference in the doors and how hot it got and the handle and lock. Anthony said he was going to come back and setup a date to fix it. No call back. I called up 6 times to CGI customer service and left 3 messages with the supervisor who never calls you back. When I spoke to the customer rep there they told me I had to go to the installer... I told them I already did and that I just needed Anthony to contact me on a date. She told me that they don't connect outside calls to the service department, that they call you. Here we are a year and half into it. The company just doesn't care about you. They took my money for the door and won't honor the quality of there work. I have a $3,840.64 door that rattles and probably isn't even hurricane impact.

Had door installed July 2019 not sealing right been getting the run around and lied too
Bought windows and a door. Door never sealed right not water proof. Purchased July 2019 had company that installed door come out and told me it's PGT probably so had the rep Rickardo come and told he would have a service guy come out and see if it could be adjusted and needs to be replaced this was December 3 I call Rickardo every week and every week is a different excuse and just flat out lies

Two of the three glass panels to my slider have broken seals after only four years and I would like to see PGT cover the cost of labor to replace.
My supplier sent a technician out to look at my slider and he determined two of the three panels needed to be replaced. These were installed Aug 2015 so fortunately they are still under warranty but my supplier quoted me $1500 in labor costs to replace. I tried to reach out to PGT thru their website form and did not receive a response. I called and spoke with someone that took all my information and said it would be passed along to Consumer Affairs and they would get back to me. I have not heard back from them but based on the other complaints I have been reading I expect I either will not hear from them or if I do they will refer me to the warranty which says labor is not covered.
It is obvious to me that there is a production issue with this product if it is failing so often in such a short period of time. To have two of three panels be affected causes concerns for me for all the other PGT products I had installed in this condo in 2015 and in my home in 2018. For a product that is premium priced to protect from "high impact" events, it's quality seems compromised. My request of $1500 labor coverage is small compared to some of the other recent complaints. I do hope PGT will reconsider it's "refer to the warranty" response and start making this right with their customers.

PGT is not holding up to warranty terms
I found cracks in my pgt windows. I called pgt and upon request I submitted pictures. It was determined they would warranty windows. That was in October three months ago. Now when I call whoever is handling is never there and no one knows whats going on with claim. They won't return phone calls and majority of time I get transfered to warranty dept but time out on hold (45 minutes). They have horrible communication with customers. I'm in contarct with another company to install siding but can't due to windows. They are about to add 3% to my total cost due to delays from windows. Windows cost $500 each. I wish I would've used another brand.

We have a PGT window with a broken seal. We contacted PGT requesting a replacement under the warranty. Repeated requests, no results.
Broken seal on PGT window in house built 17 years ago for us by *** in Sarasota. PGT warranty is 20 years.PGT says they need code from label on window. There is no label. However, "PGT" is embossed on the widow lock. They asked which vendor the builder used. We contacted the builder, learned the vendor Reflections Glass is out of business. Conveyed that info to PGT, who then said they need our exact address, which we provided. Have heard nothing, have left repeated messages with their Consumer Affairs Department. In a early conversation, their rep said she would speak with her manager, but we have heard nothing since then

Failing seals that are allowing moisture to get in between the panes of my PGT impact windows causing them to fog up!
I purchased 24 PGT impact windows from Alpha Window & Doors in Pompano Beach on October 2013. In the first year, five of the windows had to be replaced due to glass defects and moisture getting between the panes of the glass. Since under warranty, Alpha replaced the windows at no charge. Since this time, I have had eleven more windows fail. Alpha did order the replacements in 2018 and told me that they were going to install them at their costs and that PGT agreed to pay for the boom lift cost. Since agreeing to this, Alpha Window & Doors filed for bankruptcy and I can't get PGT to stand up to the plate and pay for the installation of their failed glass. I have been in contact with area reps from the company and also their consumer service people. They are telling me that the windows are still under warranty to be replaced, just the glass, but that I need to pay for the labor to have them installed. One of their distributors in the area came by and gave me an estimate of $8,000. As I went on your Revdex.com page today, I noticed that a complaint similar to mine was posted on 5-29-2019 by another customer. The complaint was identical to mine and they were experiencing fogging in the corner of their windows. It seems that they are gotten some resolution to their problem with PGT offering to replace and install new glass for them. Their original glass was installed in 2014! I strongly believe that my windows were defective from the manufacturer and they had a problem with their low e panes of glass. Why is PGT turning me down in replacing my defective glass but they are taking care of this other customer on your Revdex.com website page?

since March of 2019 4 months after the door was installed I have escalated this matter to PGT ase: CSXXXXXXX
Work order: WOXXXXXXX SGD 780

This matter has been escalated without resolution from PGT , Barbara C., Nicole K..

Window locks don't function properly and weather stripping doesn't stay in place on some windows.
Windows installed in the past 4 year. Immediately after installation, one window - locks failed to work properly. In the past year, additional locks have failed to work properly. Weather stripping falls out of place when the windows are opened.

Within 30 days Multi point door locks failed on three doors. Doors won't open. PGT refuses to replace
Our family spent $16,000 on Vinyl Win Guard PGT windows, $3,000 on shipping and about $8,000 on installation for my parents house.

Part of the order contained 2 38.75X83 FD 555 French Doors with 1 3/16" laminated glass with Aargon Energy Shield max glass added. We also had 5 FRENCH DOOR SERIES 555 58.5X84.,W,CL,L7,ARGON,NONE, OUTSWING, 1.375EXTERIOR,XX,ACT R PANEL/INACT L,KD FRM,.,.x.,NOPREP, LIT211AA5, SUPERSPACER with 1 3/16" laminated glass with Aargon Energy Shield max glass added.

Within 30 days the multi point locking system on one door failed. Within 180 days the mechanism failed on three of the doors. When they fail they fail locked. This means we cannot get into our home. We were able to determine that the failure is caused my a cheap piece of plastic mechanism inside the actual hardware of the door.

We chased PGT for 18 months and they promised they would have a dealer contact us as they were switching dealers in our area. They never follow up and have refused to fix the problem. Two of the doors we have to just leave locked shut. We can never use them. We salvaged parts from them to make the third one work. When it fails again we will really be in a bad place.

For a company that claims it makes quality products these are some of the cheapest mechanisms you could possibly imagine. Although he wasn't involved in this project; my Fiancé was a builder for many years and he has never seen anything like this.

I am the President of my condo association at ***, Fl. I recently signed a contract with Indian River Glass, Co. out of New Smyrna Beach, Fl. for window & sliding glass doors for our building. This is a contract worth well over $300,000.00! Prior to signing the contract I was contacted directly from PGT, Industries in N. Venice, Fl. by Daniela K. She informed me that the owners were going to be entitled to a rebate of $30/window and $100/sliding glass door. Daniela then attached the rebate form to an email that she sent me.
These rebate forms were filled out and sent back to Daniela via USPS Express Mail on Thursday, August 1st, 2019. On Monday, August 5th, 2019, I received an email from Daniela stating that the owners WOULD NOT be receiving their rebates. Her reasoning was that to be entitled for the rebate, the owner had to be receiving 5 windows. This was the 1st time that this was ever mentioned!! Daniela was already well aware that NOT one of the units in our building even has 5 windows!
Could it be that after Daniela received our rebate forms on Friday, August 2nd, 2019, and totaled the numbers and saw that the rebates were gonna total over $8000.00, that she and her bosses manufactured an out (instead of windows).
I look forward to hearing back from you to hear what PGT had to say about this BAIT AND SWITCH concerning our rebates.

Sincerely,
***, Pres.
*** Management Association
Product_Or_Service: PGT Window & Sliding Glass Doors

Wonderful window. Did a lot of research comparing products and was thoroughly impressed with the quality. Make sure you get a licensed contractor that knows what they are doing and the product will last. I love these MIAMI DADE rated windows.

WINDOW WAS INSTALLED AND WOULDN'T OPEN CORRECTLY. INSTALLER CAME OUT AND SAID FRAME IS BENT. CALLED PGT TO ORDER A NEW ONE. DEALER GAVE ME ALL THE INFO ON HOW TO CONTACT PGT TO TRACK THE WINDOW, TOLD ME IT WILL TAKE 8-10 WEEKS. AFTER 8 WEEKS PGT CALLED TO SAY NO WINDOW WAS ORDERED. THEY NEED TO HAVE SOMEONE COME OUT AND LOOK AT IT AND SEE WHAT'S WRONG EVEN THOUGH THE INSTALLER ALREADY DID THAT AND GAVE ME ALL THE INFO ON THEIR PHONE CALL WIHT PGT. IT TOOK 2 MONTHS FOR THEM TO CALL ME AND IT WILL TAKE AT LEAST THAT FOR THEM TO GET MY "PART" APPARENTLY WHATEVER PART THEY NEED WILL HAVE TO BE MANUFACTURED SO IT WILL HAVE BEEN AT LEAST 6 MONTHS SINCE I PAID BEFORE I HAVE A GOOD WINDOW.

Five year old glass sliders claiming to be hurricane resistant are leaking & contain moisture in between the glass panels manufactured by PGT Industr
As per the PGT Industries website and brochures, the company claims that their product is made to resist "HURRICANES, HIGH WINDS, POUNDING RAIN. IMPACT-RESISTANT PGT(r) WINGUARD(r) ALUMINUM AND VINYL WINDOWS AND DOORS ARE BUILT STRONG TO KEEP YOUR HOME AND LOVED ONES MORE PROTECTED." Due to the fact that these windows and doors can potentially save lives, why is this company permitted to void their warrantee when a new homeowner purchases a home in which these windows and doors have been recently installed?

I recently purchased my home in June 2019 knowing it had upgraded windows and doors installed in 2016 by PGT Industries that met the Sarasota County specification codes for hurricane resistant technology. However, whenever it rains, I have water and condensation accumulating between the glass panels of three of the glass sliders so much so that I cannot see out. This is unacceptable and clearly indicates to me that these glass door panels will not function appropriately under storm situations. I consider this a potentially dangerous situation for my family.

On June 26, 2019 I contacted Consumer Affairs Department of PGT Industries to request that they address this issue. They stated that they do not transfer the warranty to the new owner. I was further instructed that I should have, "done my due diligence and should have fully read the warranty information that states the warranty is NOT transferrable."

How is it possible that PGT Industries are not held responsible to insure their product meets specifications over a disclosed minimal period of time, perhaps 10, 15 or even 20 years free of manufacturing issues REGARDLESS OF THE HOMEOWNER? Surely, they can't expect the consumer to remove the doors and windows and install them in their next home. This is truly a scam that needs to be addressed and corrected.

I myself do not want this company anywhere near my home. To me they are not reputable since their financial health surpasses the safety of the client. I have done research and have identified companies that honor their warranty to be transferred to the next owner. I will do business with them. However, how many countless others are forced to live with a faulty product because they will not honor a time based warranty? Unfortunately we probably won't know this until a storm occurs and these faulty windows causes a death.

In light of this extremely hazardous condition I respectfully request that a legal team review this issue to determine if PGT Industries, as well as other door and window manufacturers claiming that their product can endure storms, be forced to change their warranty policy. A consumer should have the guaranteed protection that if a product is stamped by a company that advertises the product is hurricane resistant then despite who lives in the home, that warranty needs to remain in effect.

Again, who would ever imagine that a window manufacturer who claims they meet rigorous hurricane resistant standards wouldn't stand by their product? How many consumers have been told that despite the fact that the product is new but faulty, that they must, "just live with it."

I encourage a full investigation into this matter and a review of what the legal rights of the consumer should be in these situations. In the event of a hurricane my family is certainly not safe if these windows can so easily be penetrated by water and condensation.

For these types of products that may one day be relied upon to reduce a potentially catastrophic incident, their manufacturer's warranty should be associated with the product and not simply expire when a new owner purchases a home. This is unacceptable and completely irresponsible of PGT Industries. They should be held accountable to insure the product can withstand what it advertises.

I look forward to hearing a resolution for homeowners who believe they are making an investment in safety.
Thank you for your time and concern in this matter.

New impact-resistant vinyl sliding doors allow for love bugs to enter the house. Design flaw is responsible.
New impact-resistant sliding glass doors with vinyl frame manufactured by PGT (model SGD670/770) were installed at our home in Satellite Beach in November 2018. A qualified professional installer was used. Please note that this complaint is not about the installation company. It is only about the manufacturer.
In May 2019 we had a love bug swarming event. Due to a design flaw hundreds of bugs found their way into our home through gaps around the sliding doors. There is no problem with the installation itself.

We immediately contacted PGT via email notifying them of the problem. They declined any responsibility. PGT claims that the product meets the Miami-Dade standards and that is all the doors are designed for. PGT's only solution to the bug infestation was offering to send more dust plugs (adhesive bristles that ineffectively cover gaps between sliding doors).

We explained to PGT that the bristles of the dust plugs were spaced too far apart and bugs were able to pass through them. We included pictures and a video in the email.
Since that email we have not had any response from the company.
We are now stuck with brand new doors that keep out wind and rain but not insects. Twice a year our house will be completely infested with love bugs.
I have copies of email correspondence as well as pictures and video evidence.

We purchased some EZE breeze windows from PGT and one of them is falling apart. Even though they have a lifetime warranty; PGT will not stand by it.
We ordered a number of EZE Breeze windows (12 of them) via Menards from PGT Industries on 8/14/2017 (Menards Order #BLNE XXXXXXXX) and they were installed sometime in October of 2017.
Recently (noticed the week of June 3, 2019), one of the Trapezoid windows (SKU XXXXXXX) started falling apart. The spine that holds the Vinyl in place along the bottom of the window has released the Vinyl so we now have a opening along the entire bottom of the window. We called PGT directly to inquire about their warranty (https://ezebreezewindows.com/products/warranty) which states in part;
"Aluminum Frame - The aluminum components of the frame/sash members are warranted to be free of defects in materials and workmanship for a lifetime."
PGT called us back on 6/10/2019. They are saying that this issue is not covered under warranty. Their stance is that if the window was fine when it arrived and was installed, then there is no defect in workmanship - with no explanation for why the other windows in the same porch are fine, but somehow this window suffered some sort of normal wear-and-tear or something else they are not responsible for. They also told me that it "could" have been caused by any of their warranty exclusions (none of which actually apply here) - again without any explanation how that would apply to just this one window (and not any of the other 11 windows on the porch) - also completely absolving themselves from proving that the exclusion applies. They just decide that by default - it could be one of those things; so, our window is not under warranty. In addition, when I asked if the warranty only covers the state of the window when it arrives, then what does "life-time" in their warranty mean then. To this, the manager I was talking to (I believe her name was Barb) simply chose to hang up on me with no answer.