Atrium Windows and Doors Reviews (%countItem)
Atrium Windows and Doors Rating
Address: 300 Welcome Center Blvd, Welcome, North Carolina, United States, 27374
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+1 (336) 764-1501 |
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www.atrium.com
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We had premium Ellison windows installed in our house which we moved into in early November 2018. We noticed when it got cold that there is air flow coming into the house at the windows. Repairman has been out twice to fix issues - of which some were fixed but the main issue of being able to see daylight through gaps in the windows on each side of the window has not been resolved. In talking with the repairman, Ellison just wants to wash their hands of the problem and basically give us the windows for free. We do not want free windows, we want good windows which is what we paid for. If they need to install different windows then that is what should be done. They won't give us further phone numbers except to the repairman who is answering for what the higher up personnel are telling him. We bought premium windows for a reason. If we wanted crap windows we would have just stuck with the construction grade of the window. Ellison just wants to wash their hands of it and not talk to us.
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and I accept it. At this point in time I believe the recommended solution will fix the issue. I am not sure why your weatherstripping is cut in 45 degree angles as that is what is allowing the holes that can be seen as well as the air flow. The recommendation is to use weatherstripping that is on your very top line of windows which actually extends the entire length of the window and IS NOT cut in a 45 degree angle at the end. We won't know until the new weather stripping is installed if it fixes the problem or not, but it looks like it should.
On another note, I feel a little bad that I sent this complaint in as we found out later that same day that we were NOT dealing with an Ellison rep all along, although that's who we thought and were told we were dealing with. We did not know until after I sent in the claim that the people we had been dealing with were representatives of ***.
This all said, if the recommended solution by Mr. does not resolve the issue, you will be hearing from us.
I SUBMITTED A WARRANTY CLAIM FOR 2 ATRIUM BRAND WINDOWS THAT I OWN. THE CLAIM WAS INITIALLY DENIED BY A REPRESENTATIVE. I WAS TOLD (IN EMAIL) THAT THE WARRANTY ON MY WINDOWS WAS ONLY 10 YEARS AND THE WINDOWS ARE 17 YEARS OLD (THEY WERE PURCHASED IN 2001). I RESPONDED AND ASKED THEM FOR A COPY OF THE WARRANTY. THE SAME REPRESENTATIVE EMAILED ME A COPY OF THE WARRANTY ON MY WINDOWS AND IT CLEARLY STATES THAT MY WINDOWS CARRY A LIMITED LIFETIME WARRANTY. I THEN ASKED TO SPEAK WITH THAT REP's SUPERVISOR SINCE THE FIRST REP LIED TO ME. THE SUPERVISOR CALLED ME THIS MORNING AND CAME UP WITH ANOTHER EXCUSE TO DENY THE CLAIM, SHE SAID IT WAS IMPROPER INSTALLATION. ISSUE ON WINDOW #1 IS THAT THE FRAME OF THE WINDOW IS CRACKED AND ISSUE ON WINDOW #2 IS THAT THE BOND ON THE MITER OF THE FLANGE HAS SEPARATED.
November 30, 2018
Revdex.com of Northwest North Carolina
100 S Marshall St, Suite 1
Winston Salem, NC 27101
Re: ***
ID # ***
Dear Sir/Madam,
This is to acknowledge receipt of a complaint filed by *** and as requested, to offer a written response.
It is always disturbing to hear a complaint from a homeowner who has encountered a problem with the product they purchased or the service received. After reviewing the pictures of the windows provided by the homeowner, it would appear that the break in the frame has been caused by expanding foam, possibly the settling of a house, or excess force in raising or lowering the sash. Expanding foam exerts considerable pressure on vinyl frames. (Note the break is not in line with the weld seam.)
Nevertheless, Atrium wants to put this matter to rest as well. Atrium may elect to return the price of the product. Without acknowledging any obligation to do so, Atrium, nonetheless, will as a gesture of goodwill, resolve this matter by returning the manufacturer’s cost for a total of $161.10 ($80.55 each - 2001 pricing) in full and final settlement of this matter.
We are proud of our product integrity and support one of the strongest warranty programs in the industry. We are committed to customer satisfaction. Only through this commitment are we able to successfully conduct our business. I hope this resolution illustrates that commitment and restores your confidence in Atrium.
Sincerely,
***
***
AAMA Accredited Instructor
300 Welcome Center Blvd. PO Box 1869 Welcome, NC 27374 (336) 764-6400 (phone) *** (336) 764-1501 (fax)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and I accept it.
I first contacted the district rep about a window that the vacuum seal had failed. Left messages on 4-3-18 & 4-6-18. He returned our call on 4-10=18. He indicated he would take care of sending a replacement window to the dealer in Rocky Mount , VA.
On 7-3-18, I again left a message - to which he responded on 7-9-18 - again saying he would take care of it.
On 0-19-18, I tried to contact the manufacturing plant. My call was forwarded to the Manager of Customer Support Services. I left a message there.
As of 9-26-18, I have not received a call back.
The order was placed with the Manufacturer by *** in Rocky Mount, VA
I would appreciate any help you could give me on this matter.
Revdex.com of Northwest North Carolina
100 S Marshall St, Ste 1
Winston Salem, NC 27101
Re: Edward W. ***
ID
Dear Sir/Madam,
This is to acknowledge receipt of a complaint filed by Edward ***, of *** and as requested, to offer a written response.
It is always disturbing to hear a complaint from a homeowner who is not pleased with the service they have received. In this particular instance, it would appear that there was a lack of communication between the parties.
On April 11, 2018 a sash was requested because of a seal failure, was ordered on SO # *** and shipped to the attention of Randy at *** In July of this year, another sash due to bowing was ordered on SO # *** and shipped to the attention of Randy at the same location listed above.
Confirmed with Mr. that he has received what was requested.
We are proud of our product integrity and support one of the strongest warranty programs in the industry. Thank you again for the opportunity to re-iterate our position in this matter.
Sincerely,
Harrell ***
Manager, Field Services
AAMA Accredited Instructor
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards