Grant M Xuz

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Inferior products and non-existent customer service to handle the inevitable issues

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I replaced all of the doors and windows in my home with Ply Gem products and I am very sorry that I did... I have had multiple hardware failures (latches and handles) as a result of the cheap materials they use. I also have a window with a failed seal. In December of 2022, I filed separate online warranty claims for a window latch replacement and for the failed window seal. It is now the beginning of April 2023 and after multiple phone calls to Ply Gem I am not a single step closer to any kind of resolution. Every time I call and speak to someone I am told that they have a large backlog of warranty claims and that this is 'normal'! Clearly there is an issue with a company who has so many warranty claims that they cannot respond to one of them in more than 4 months! As it relates to the broken window latch, that has been a serious issue for us this past winter, as I have been unable to keep the window latched and when it rains, water is pouring through the window causing damage to my home. I have left multiple messages for Ply Gem customer service offering to pay for the new hardware if they could just send it to me, as there is no online or other source to purchase replacement hardware. No response has been received from them. I am extremely upset that after spending the kind of money that I did on their products, they clearly have no regard for their customers and don't stand behind their products. Based on he many other negative reviews that I have read, it seems like the problem that I am experiencing is pervasive. As it appears that I will never get this resolved with Ply Gem, I am now going to refocus my time and write reviews on every possible channel on the internet so that future customers know what they are getting into when purchasing inferior Ply Gem products and inevitably having to try and deal with non-existent customer service. Avo
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Preferred solution: Resolution of the 2 warranty claims I have filed and which have not even been assigned to a warranty coordinator in over 4 months.

User's recommendation: Avoid this company!

Lowell R Onv

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Kelowna, British Columbia

Zero Response of after-service warranty issues

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Updated by user Oct 18, 2021

PlyGem is still unresponsive.

Original review Oct 15, 2021
Nightmare Company! This is by far the WORST service you could EVER ever imagine We built a new home just over a year and 1/2 ago and of 50+ trades that work on your home, clearly this was the absolutely worst. We spent close to $50k for our window and door package. Wrong door sizes, missing parts, missing screens, door handles falling off, big issues with several doors/ windows is a start. They must have a revolving door of staff, since we've talked to close to a dozen staff / managers/ service people that are no longer there. To sum it up: 40 plus calls chasing them to complete our contract 2 service calls fulfilled (but missing parts or didn't have the instructions to do the job) We are still waiting for a missing door trim for 90+ days. This hinge side of the door jamb is starting to swell. They have gone silent. We call weekly. Zero Response. We'd like it 100% repaired before there is more damage to the door jamb or refund in full including labour.
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Preferred solution: To just fix the outstanding issues. A "general" response or years of promises with no-shows is just unacceptable.

User's recommendation: Do your research and clearly check reviews

Tom B Ldt
map-marker York Village, Maine

No response to Simonton warranty claim for over 4 months !!!!

I submitted a claim with Simonton on June 8th (see below). I cannot get anyone from Simonton to discuss this with me. There is no way to email them that I can find as the email below from them has "donotreply". I tried anyway and got no response. I just stayed on the phone for 45 minutes waiting for someone to talk to and they disconnected me. Very unhappy customer Tom Bergeron -----Original Message----- From: donotreply@***.com To: tcbergeron@***.com Sent: Tue, Jun 8, 2021 11:36 am Subject: Your Simonton Warranty Request Thank you for submitting a warranty request. Your form has been sent to our Service Solutions team. Due to COVID-19 related challenges and a high volume of requests we are currently experiencing extended response times. We apologize for any delay and appreciate your patience. Check out our library of “How-to Videos that can help you handle common window and door issues. We also have care and maintenance information that will keep your windows and doors looking great and working properly.
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