Milgard

I asked to speak to the initial call-taker’s supervisor and she basically responded that there’s no need for that because she had already told me the way it is. I did receive a call from a supervisor (name was Gwen I believe) almost one week later and she was apologetic and helpful. In the end, Milgard did make it right by replacing the window. I hope they have fired the original person I talked to, however. Her attitude/behavior was abysmal.

I do want to mention that when we called your office to schedule getting the window replaced, the girl answering the call really tried to talk us out of needing a replacement. She tried to convince us over & over that there was no problem. We are the original owner of this house. We were persistent & refused to buy into her idea that a window that had no problems for 16 years but was now accummulating moisture in the thermopane was just fine. She kept repeating that it was just fine. We really felt that she believed it was her job to convince us not to replace because the windows are under warranty for free replacement. Is this what they are taught to do?? Not impressed!!

However, because the lifetime warranty is valid only for the first owner, they looked up my address in "some database" and reported to me that I was not the first owner. They gave me the name of my next door neighbor who built 2 years ago. I bought this lot over 10 years ago and built house 5 years ago. Title has always been in our name. Customer service questioned my being first owner and wanted proof in the form of "something from escrow". I sent appropriate paperwork. I have NOT heard back if adequate. I also asked customer service [and emailed] a request for the name of the database where they looked up ownership of my property. NO RESPONSE. I checked county and other records. Ownership is correct. Please let me know the source of your inaccurate information so I can have it corrected.

I was happy to see them and let them do the service I requested. Alex explained everything they were doing throughout the service call and when finished he took me and showed me what they had done. Once again, their level of professionalism was exemplary. I appreciate Milgard windows, the products they provided for my home during our construction and the follow up service after the fact. I would happily suggest to all my friends and family that if they ever need windows to please call Milgard first.

One of the French Door sets was not checked for closure prior to shipping. The doors were installed and the weather stripping did not fit. New doors had to be made and reinstalled later in the project. The pine clad doors require coating in of which will cost another $200 (approximately, the work is not complete). This cost is picked up by the owner for something that should have never left your shop with adequate QA/QC. Two upper level windows, one Awning and one Casement, were missing parts. This is also a QA/QC problem. The product representative, Manzanita Lumber, did nothing to help with the above problems. We received no notification or communication regarding the repairs. I, the owner, had to call Milgard and request a manager to get a response and even at that the service response took months. I can send back up Schedule and Progress Reports regarding timing of notifications and requests.

The first service persons who worked on the Sliding Glass door on December 31, 2018, were uniformed and, at first, were reluctant to do anything. I repeatedly stated that the weather stripping/seal did not come with the original door. I was finally able to convince them of what was missing and the installed the weather stripping. However, they did not install the door bumpers. The first service visit was prompt and covered most of the window and door problems. However, the date set for repairs and reinstallation was missed by a month. We were told service and repairs would be made on 12/15 or 12/16/2018 and they occurred on 01/14/1019. We are pleased with the doors and the service personnel of 01/14/2019. They were friendly, efficient and thorough. They explained how all of the doors and windows work and rekeyed the replacement doors so one key would fit all doors.

In conclusion, and not to tell you how to run your business, but so much of the heart burn and multiple trips and my additional cost for recoating could have been avoided by having an effective QA/QC procedure. I have known Milgard since the days of aluminum windows and sliders and was recognized for the most inexpensive products. The company has come a long way. You are Oregon's own company and that's important to me that you represent our state as a quality supplier. In fact as a past member and chair of the City of Portland Design Commission, I was part of the approval process that saw vinyl windows used in mid to high rise buildings in the Pearl District. I hope my critique is helpful and I am hopeful that we will have years of trouble free access to our home and studio.