Horrible Customer Service. Stacy Elliott is the Operations Mgr. Milgard Windows used this company to install my windows and sliding doors. They claim the developer of our condo didn't square the openings (US Window decided to install them anyway). They don't close or lock properly & Stacy refuses to even return my calls. He suggested I have Mike Larson (MLarson Construction) check the structure - I did that. Mike Larson said Stacy needs to adjust the screens - it's not structural. Even so, Stacy refuses to stand by his work. Buyer beware - do not use this company.
I read the response - it is not accurate. MLarson Construction (the company you asked me to use) confirmed that the dip is not a significant builder issue. He said he would reach out to you to tell you to re-cut the screens to fix the problem - obviously, you chose to ignore him and blame the builder. I called and told you I would pay for you to fix the window lock & you continue to ignore me. Feel free to keep making up excuses - the bottom-line is you are not standing behind your work & continually ignore my requests even though I have gone above & beyond to be reasonable and offer to pay to have this fixed.
Reply from the business · Aug 10, 2026
Good afternoon, Mike. As we have discussed on the phone, I understand your frustration; however, you are misrepresenting our discussions in your review. US Window & Door installed the windows and door in the condo you would eventually purchase. On June 18th 2024, the windows and doors were set square, level and plumb in accordance with standard trade practices. The doors and window operated and locked fine at the time.
Eight months after your doors were set, in February 2025, we were informed by the builder of a locking issue with one of the doors. Upon inspection we found that a bow had developed in the center of the door, compressing it from above. We could not tell what was causing the bow due to the fact that stucco, at that point, had been completed on the exterior and drywall on the interior. In April of 2025 I met with the builder, and they had the drywall removed and we placed a level on the framing of the front room door and there was a significant dip in the center. The builder was informed in writing that the framing needed to be repaired before the bow in the door could be fixed. Several more months passed with no communication until the builder informed us of locking issues with the bedroom door and living room window. We went out and inspected and found similar issues. Once again, the builder was told to fix the underlying framing issues so that we could reset the doors. As far as I know, the issues were never addressed, and we have never performed any work on your unit since the 18th of June 2024. This is a builder issue.
We are aware that the manufacturer has investigated and told you the same thing. Mike Larson told you that you could grind down the tops of the screens so they would function better under the bow. That is not something we have or will ever do. That is a work around and will do nothing to address the operation or locking issues you are experiencing with the doors and window. Once again, we sympathize with the situation you are in and for our part, we will never work with the builder again.