Ply Gem
Reviews and Complaints

As someone deeply invested in the construction industry, I feel compelled to share a cautionary tale about Ply Gem based on recent customer reviews. It deeply troubles me to hear about customers' experiences with Ply Gem's products and services. From delayed deliveries to major defects in windows, it's disheartening to see such issues affecting projects and causing distress. The lack of response to warranty claims and the dismissive attitude towards customers' concerns paint a concerning picture. Quality and service are paramount in our industry, and it's disappointing to hear about instances where these standards are not being met. As professionals and homeowners alike, we rely on companies like Ply Gem to deliver on their promises and provide reliable products. It's crucial for businesses to prioritize customer satisfaction and product quality to maintain trust and loyalty. Let's hope Ply Gem takes these reviews to heart and works towards improving their processes for the benefit of all involved.

I reached out to Ply Gem in August 'bout them leaky windows in my 5-pane bow window. I bought this window from Spectrum Door back in 2002, and they said it had a 30-year guarantee. Finally got in touch with 'em on September 8th, and they asked me to send 'em some pics of the problem. Ain't heard nothin' since September 17th, so I reached out again. They told me the replacement windows have been ordered and should be here 'round October 16th. But here's the kicker, they said I gotta pay $240.00 for the labor. Can you believe that? I spent a whole lotta money on these windows, and now they're tellin' me I gotta pay for the labor? That just ain't right. I thought Ply Gem was supposed to be the best, but it sure don't seem like they're standin' behind their products. And if them other 3 panes start leakin' after the replacement, I'm lookin' at shelling out almost $750.00 to get 'em fixed. Their customer service is just plain rude, 'cept for this one person named Jamie who was real nice and helpful. I wouldn't recommend this company to nobody.

I gotta say, this company Ply Gem, man, they really dropped the ball. I mean, if I had the option, I'd give 'em a big fat zero stars. Their customer service? Non-existent, my friend. They don't stand by their own dang product! Let me tell you what happened.

So, my front window, right? It's only been 5 years since I got it installed, and what do you know? Condensation starts building up inside and it cracks! Can you believe that? So, I find out from the home builder that this window is a Ply Gem, and it should be under warranty. I reach out to Ply Gem, and let me tell ya, they were rude right from the get-go. The receptionist? Rude as heck. And don't even get me started on the service guy they sent over. He practically called me a liar! Can you believe the nerve?

Anyway, Ply Gem tells me it's not a warranty issue, so I decide to go with another company for the replacement. Let me tell you, this new company has top-notch customer service. They start removing the window, and the guy starts pointing out all the things that were wrong with it. Turns out, the window was shimmed on all four sides, which is totally incorrect! It needs some room to move, you know? That's what caused the broken seal, the moisture, and ultimately the crack. Can you believe Ply Gem didn't even bother to check that?

So, I bring this up to Doug at Lethbridge Ply Gem, and what does he do? He starts blaming the installers! Can you believe that? He says they only provide the product, like that's an excuse. But guess what? After some digging, it turns out Ply Gem actually provided a fully sealed unit, and this was their own dang warranty issue! Finally, Doug calls me up and apologizes, saying we gotta figure out payment since I already got the window replaced. He suggests a gift certificate, 'cause they can't do cash. I'm like, "Sure, a prepaid visa works for me!" He says he'll get back to me, but guess what? He never does! Can you believe the audacity?

So, after weeks of being ghosted, Doug sends me off to his Calgary office, saying it's out of his hands. Like, how convenient, right? I've been passed around to three different people at that Calgary office, and all I get are voicemails with no return calls. It's been a couple of weeks now, and I'm seriously considering taking this to small claims court. I mean, enough is enough, you know?

Listen, my friend, do yourself a favor and steer clear of Ply Gem. Don't even think about purchasing anything from them. Trust me, you'll regret it.

I'm a builder and I ordered Ply Gem windows for a house I'm working on. I've used this brand before and had no issues. I placed the order through my local lumber yard, Apple Lumber, back in April. The windows took a long time to arrive, probably because of Covid and a surge in new residential construction. When they finally showed up, they were delivered to the house, but I was missing one window. I went to Apple Lumber to sort out the problem. Turns out, they didn't properly check the order when it arrived and didn't notice the missing window. They contacted Ply Gem, but Ply Gem basically said it wasn't their problem because the window had been shipped and signed for. They promised to send a new window as soon as possible. But because of this missing window, the house couldn't be finished on time.

It seems like both Ply Gem and Apple Lumber made mistakes. Ply Gem wrongly believed they had shipped the window, and Apple Lumber wrongly assumed it was in the shipment they signed for. Frustrated, I called Ply Gem's Customer Service and explained the situation. They told me I wasn't their customer, but Apple's customer. I understood that, but I was hoping for a quick resolution. I hinted that I might not use Ply Gem again if I couldn't get this sorted out. The woman I spoke to replied cheerfully, "Okay!" and hung up.

The windows I did receive aren't fitting properly in their frames and they're letting in air. They're also really difficult to close after opening and cleaning them using the tilt-sash feature. The twin to the horizontal window that I haven't received wouldn't close properly because of a plastic weld. I had to shave it down to make the window close properly.

I used to be happy with Ply Gem products, but now I'm driving around Austin and seeing new apartment complexes with Ply Gem stickers on all the windows. It makes me realize that the company is overwhelmed and their quality and service are suffering. It's been three months since I received the windows I ordered, and I still haven't gotten that last one.

The lesson I've learned is to stick with stock windows from big box stores that I can buy right off the shelf. I won't be ordering windows from Ply Gem again. And according to their customer service, that's just fine with them.