Ply Gem

I would give this company a zero star if I could. The customer service is non existent and they do not stand by their product. Long story short my front window only 5 yrs old got condensation inside and cracked. I found out from the home builder it was a Ply Gem and it should be under warranty. I contracted Ply Gem and they were rude from the beginning. The receptionist was rude and the service man that came out pretty much called me a liar and said the home builder should not have told me it was warrantied. I had another company replace my window as Ply-Gem stated it wasn't a warranty issue so I went with another company who has stellar customer service. Once they started to remove the window he was telling his apprentice everything that was wrong with the window and the worst which caused the broken seal, which caused moisture, which caused it to crack, was that the window was shimmed on all four sides which is incorrect as it needs room to move. This was brought up to Doug at Lethbridge Ply-Gem who then accused the installers and said they only provide product. Then through investigation of my home builder it came out Ply-Gem provided a fully sealed unit and this was their warranty issue. Doug D from Lethbridge phoned me and apologized and said we would have to figure out payment as I already had it replaced and he was thinking a gift certificate as they cant do cash. I said perfect a prepaid visa would work. He said he would get back to me but never did. After a few weeks of ghosting me Doug refers me to his Calgary office as it is out of his hands. How? I have been sent now to three separate people at the Calgary office and only have gotten voice mails with no return calls. Now it has been a couple weeks and I am beginning the paperwork for small claims court. Do NOT PURCHASE from this company, you will regret it.

I am a builder and ordered Ply Gem windows for a house under construction. I have used this brand on many previous occasions. I ordered these through my local lumber yard, Apple Lumber last April. The windows were slow to arrive, due no doubt to Covid and also a huge surge in new residential construction. When they arrived they were delivered to the house address and I was one window short of what was ordered. I went to Apple Lumber to straighten out the problem. It appears that they had not properly checked the order upon receipt of the shipment and hadn't noticed a missing window. Apple contacted Ply Gem and was essentially told that the window had been shipped and signed for, so it was not their problem. They said they would send a new window as soon as they could. The missing window has delayed finishing the house.
It seems that two mistakes were made. Ply Gem wrongly believed that they shipped the window and Apple Lumber wrongly assumed that the window was in the shipment they signed for. In frustration, I called Customer Service at Ply Gem and was told that I was not their customer, I was Apple's customer. I told them that I understood that, but was hoping to get the situation resolved sooner than later. I hinted that I might be reluctant to use Ply Gem in the future if I couldn't get a satisfactory resolution. The woman I was speaking to cheerily replied, "Okay!" and hung up.
The windows I did receive are poorly fitted to their frames and leak air. They are also very difficult to close after using the tilt-sash to open and clean them. The twin to the horizontal window I have not received wouldn't close properly because of a plastic weld that I had to shave to make the window close squarely.
I have been happy with Ply Gem products up to this point, but driving around Austin and seeing new apartment complexes going up with Ply Gem stickers in all the windows, makes me realize that the company is overworked and both their quality and service are suffering. Three months after receiving the windows I ordered, I have still not gotten that last one.
The lesson I have learned is to use stock windows from the big box stores that I can buy off the shelf. I will not be ordering windows from Ply Gem again. According to their customer service, this is just fine with them.

I contacted Ply Gem in August regarding 2 lites of my 5 pane bow window that are leaking. This window was purchased from Spectrum Door in 2002 with a 30 yr guarantee I was finally able to make contact with him on sept 8th, he requested I send him pics of the problem. I reached out to him as I have heard nothing since 9/17, he has said the windows have been ordered and are looking around 10/16 for replacement. My annoyance is that he has told me only the windows are under warranty and I have to pay $240.00 for labor. This is ludicrous I spent a lot of money for these windows and feel this is unjust as I was told this was the best company and it certainly appears they are not supporting their products. If the other 3 lites start to leak as a result of the replacement I am looking at almost $750.00 to have them repaired. Their customer service is very rude although the first person I spoke with Jamie was very polite and helpful. I would never recommend this company to anyone.