***Document Attached [redacted] After opening our complains with he Revdex.com we again tried to contact Atrium about coming out to replace our defective windowsThe representative sent a copy of the warranty agreement detailing limited lifetime warrantyHowever, the warranty turned out not to apply to us since our windows were installed in late or when we bought the houseWe have had repeated attempts at phone calls to a representative named Kathy to clear up the warranty issue and are still awaiting a response on when a manager will come to look at our windows and what our warranty stipulates(ATRIUM WARRANTY.pdf)
Complaint: [redacted] I have reviewed the response made by Atrium Windows and find that I cannot determine if the response is satisfactory without additional information? The Service Manager has reached out to me by phone but unfortunately we have not been able to connect this week? I wanted to obtain clarification on the following issues:1) A supervisor/lead has been to my home on separate occasions - is the information he obtained enough to determine the number of windows that need replacing? ? If not, I have paid a $service fee already for an inspection? ? b)Will that $fee be refunded based on the terms of the warranty? ? Please find the warranty doc attached.? 2) In reference to the terms in which the windows are deemed failed (1/4" debris) - this measurement will change depending on the temperature/weather? I attached pics, one in the summer showing the increasing size of the debris between the panes? The winter pic was taken this morning and shows more than 1/4" because it faces east and is getting sun now, but when light fades/temp cools the debris measurement will shrink? Basically some of the windows may not measure 1/4" unless the temperature is warm enough? Will this be taken into consideration?Otherwise I will have to file another warranty claim in the summer? 3) The summer window in pic was placed by Atrium and cracked within a few days after installation? That should be in the notes from the supv/lead who inspected the windows? I would like to receive confirmation that window will be replaced at no charge.? Sincerely, [redacted]
Our service manager *** *** will respond within hours and research this claimWe will need numbers off the window labels or some proof of purchase if we cannot find their address in our system
Atrium's service manager will research and respond within hoursAtrium will honor our warranty but does not go beyond thatBased on the information I have any failed glass would be warrantied at 50% of the cost of the glass in this caseA failure is qualified as a seal failure which would
include visible moisture, dirt or debris between the two lites of glassthe complaint does mention black material which is likely the spacer systemIf the spacer migrates more than 1/4" into the daylite opening of the window it would be considered a failure
Once a determination is made on how many insulated glass units have failed and window sizes are determined the homeowner would be required to pay the 50% up front and the glass would be manufacturedThe glass can be delivered to the homeowner or their glass shop of choiceIf other units are desired to be replaced they would need to be ordered from a glass shop as Atrium will only replace glass under our warranty and does not sell glass units retail
***Document Attached***
After opening our complains with he Revdex.com we again tried to contact Atrium about coming out to replace our defective windowsThe representative sent a copy of the warranty agreement detailing limited lifetime warrantyHowever, the warranty turned out not to apply to us since
our windows were installed in late or when we bought the houseWe have had repeated attempts at phone calls to a representative named Kathy to clear up the warranty issue and are still awaiting a response on when a manager will come to look at our windows and what our warranty stipulates(ATRIUM WARRANTY.pdf)
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
Sincerely,
** *** ***
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only spoken with atrium on one occasion regarding this issue-when they referred me to *** *** to get the work done When I contacted *** *** to do the work, they told me they no longer did work for atrium windowsThat was in SeptemberSince then I have tried to contact atrium on numerous occasions via both email and voicemail, and to date, none of my messages have ever been returned I was never told by anyone at atrium windows that I could contract the job with any glass company that I chose The company states they were to contact me on December 23, however, I have not received a phone call and there are no messages from the company on my phone
I would like someone from this company to contact me and explain exactly what needs to be done to get the slider portion of this window replaced and to provide me with a list of glass contractors that they do work withI do not want to end up in another situation where the glass contractor will not do the work for atrium windows I also do not understand why a glass contractor needs to be involvedSince the portion of the window that needs to be replaced is the slider and not the entire window, anyone could lift the slider portion out and put a new one in in approximately two minutes It would be much easier if atrium would just deliver the window to me and I will put it in myself
Our customer service manager *** *** will review this case and make a determinationThe warranty from that time frame would cover 50% of the glass IG unit if determined to have failedFailure would be a seal break that causes condensation, fogging or debris between the glassThe seal they are describing sounds like the spacer system on the insulated glassSome twisting or cracking of the spacer can occur do to weathering and is acceptable by industry standards unless it causes the seal to failIf the spacer migrates into the day light visible opening of the glass more then 1/4" it would be deemed a failure as well and replaceable under warrantyOnce a determination is made the homeowner would need to pay the balance of the glass price up front and the new glass will be manufactured and delivered to her house or to the glass shop of her choiceWe will contact the homeowner within hours with a determination
Complaint: ***I have reviewed the response made by Atrium Windows and find that I cannot determine if the response is satisfactory without additional information? The Service Manager has reached out to me by phone but unfortunately we have not been able to connect this week? I wanted to obtain clarification on the following issues:1) A supervisor/lead has been to my home on separate occasions - is the information he obtained enough to determine the number of windows that need replacing? ? If not, I have paid a $service fee already for an inspection? ? b)Will that $fee be refunded based on the terms of the warranty? ? Please find the warranty doc attached.? 2) In reference to the terms in which the windows are deemed failed (1/4" debris) - this measurement will change depending on the temperature/weather? I attached pics, one in the summer showing the increasing size of the debris between the panes? The winter pic was taken this morning and shows more than 1/4" because it faces east and is getting sun now, but when light fades/temp cools the debris measurement will shrink? Basically some of the windows may not measure 1/4" unless the temperature is warm enough? Will this be taken into consideration?Otherwise I will have to file another warranty claim in the summer? 3) The summer window in pic was placed by Atrium and cracked within a few days after installation? That should be in the notes from the supv/lead who inspected the windows? I would like to receive confirmation that window will be replaced at no charge.? Sincerely,*** ***
Atrium has spoken to this homeowner on several occasionsThe glass in her house is under warranty for the productShe was referred to *** *** to do the work and that may have caused some confusion as *** *** who used to work for Atrium went to work for *** ***Atrium's warranty policy is
to provide replacement glassThe homeowner is free to contract the labor with any glass shop that they chooseIn this case *** *** was referred but they are not obligated to use themOnce the homeowner has contracted with a glass shop they can contact us with the homeowners name and address and we will crate and ship the glass at no charge to the glass shop
I have asked one of our customer service representatives to call the homeowner today and explain this process again
***Document Attached [redacted] After opening our complains with he Revdex.com we again tried to contact Atrium about coming out to replace our defective windowsThe representative sent a copy of the warranty agreement detailing limited lifetime warrantyHowever, the warranty turned out not to apply to us since our windows were installed in late or when we bought the houseWe have had repeated attempts at phone calls to a representative named Kathy to clear up the warranty issue and are still awaiting a response on when a manager will come to look at our windows and what our warranty stipulates(ATRIUM WARRANTY.pdf)
Complaint: [redacted] I have reviewed the response made by Atrium Windows and find that I cannot determine if the response is satisfactory without additional information? The Service Manager has reached out to me by phone but unfortunately we have not been able to connect this week? I wanted to obtain clarification on the following issues:1) A supervisor/lead has been to my home on separate occasions - is the information he obtained enough to determine the number of windows that need replacing? ? If not, I have paid a $service fee already for an inspection? ? b)Will that $fee be refunded based on the terms of the warranty? ? Please find the warranty doc attached.? 2) In reference to the terms in which the windows are deemed failed (1/4" debris) - this measurement will change depending on the temperature/weather? I attached pics, one in the summer showing the increasing size of the debris between the panes? The winter pic was taken this morning and shows more than 1/4" because it faces east and is getting sun now, but when light fades/temp cools the debris measurement will shrink? Basically some of the windows may not measure 1/4" unless the temperature is warm enough? Will this be taken into consideration?Otherwise I will have to file another warranty claim in the summer? 3) The summer window in pic was placed by Atrium and cracked within a few days after installation? That should be in the notes from the supv/lead who inspected the windows? I would like to receive confirmation that window will be replaced at no charge.? Sincerely, [redacted]
Our service manager *** *** will respond within hours and research this claimWe will need numbers off the window labels or some proof of purchase if we cannot find their address in our system
Atrium's service manager will research and respond within hoursAtrium will honor our warranty but does not go beyond thatBased on the information I have any failed glass would be warrantied at 50% of the cost of the glass in this caseA failure is qualified as a seal failure which would
include visible moisture, dirt or debris between the two lites of glassthe complaint does mention black material which is likely the spacer systemIf the spacer migrates more than 1/4" into the daylite opening of the window it would be considered a failure
Once a determination is made on how many insulated glass units have failed and window sizes are determined the homeowner would be required to pay the 50% up front and the glass would be manufacturedThe glass can be delivered to the homeowner or their glass shop of choiceIf other units are desired to be replaced they would need to be ordered from a glass shop as Atrium will only replace glass under our warranty and does not sell glass units retail
***Document Attached***
After opening our complains with he Revdex.com we again tried to contact Atrium about coming out to replace our defective windowsThe representative sent a copy of the warranty agreement detailing limited lifetime warrantyHowever, the warranty turned out not to apply to us since
our windows were installed in late or when we bought the houseWe have had repeated attempts at phone calls to a representative named Kathy to clear up the warranty issue and are still awaiting a response on when a manager will come to look at our windows and what our warranty stipulates(ATRIUM WARRANTY.pdf)
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
Sincerely,
** *** ***
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only spoken with atrium on one occasion regarding this issue-when they referred me to *** *** to get the work done When I contacted *** *** to do the work, they told me they no longer did work for atrium windowsThat was in SeptemberSince then I have tried to contact atrium on numerous occasions via both email and voicemail, and to date, none of my messages have ever been returned I was never told by anyone at atrium windows that I could contract the job with any glass company that I chose The company states they were to contact me on December 23, however, I have not received a phone call and there are no messages from the company on my phone
I would like someone from this company to contact me and explain exactly what needs to be done to get the slider portion of this window replaced and to provide me with a list of glass contractors that they do work withI do not want to end up in another situation where the glass contractor will not do the work for atrium windows I also do not understand why a glass contractor needs to be involvedSince the portion of the window that needs to be replaced is the slider and not the entire window, anyone could lift the slider portion out and put a new one in in approximately two minutes It would be much easier if atrium would just deliver the window to me and I will put it in myself
Our customer service manager *** *** will review this case and make a determinationThe warranty from that time frame would cover 50% of the glass IG unit if determined to have failedFailure would be a seal break that causes condensation, fogging or debris between the glassThe seal they are describing sounds like the spacer system on the insulated glassSome twisting or cracking of the spacer can occur do to weathering and is acceptable by industry standards unless it causes the seal to failIf the spacer migrates into the day light visible opening of the glass more then 1/4" it would be deemed a failure as well and replaceable under warrantyOnce a determination is made the homeowner would need to pay the balance of the glass price up front and the new glass will be manufactured and delivered to her house or to the glass shop of her choiceWe will contact the homeowner within hours with a determination
Complaint: ***I have reviewed the response made by Atrium Windows and find that I cannot determine if the response is satisfactory without additional information? The Service Manager has reached out to me by phone but unfortunately we have not been able to connect this week? I wanted to obtain clarification on the following issues:1) A supervisor/lead has been to my home on separate occasions - is the information he obtained enough to determine the number of windows that need replacing? ? If not, I have paid a $service fee already for an inspection? ? b)Will that $fee be refunded based on the terms of the warranty? ? Please find the warranty doc attached.? 2) In reference to the terms in which the windows are deemed failed (1/4" debris) - this measurement will change depending on the temperature/weather? I attached pics, one in the summer showing the increasing size of the debris between the panes? The winter pic was taken this morning and shows more than 1/4" because it faces east and is getting sun now, but when light fades/temp cools the debris measurement will shrink? Basically some of the windows may not measure 1/4" unless the temperature is warm enough? Will this be taken into consideration?Otherwise I will have to file another warranty claim in the summer? 3) The summer window in pic was placed by Atrium and cracked within a few days after installation? That should be in the notes from the supv/lead who inspected the windows? I would like to receive confirmation that window will be replaced at no charge.? Sincerely,*** ***
Atrium has spoken to this homeowner on several occasionsThe glass in her house is under warranty for the productShe was referred to *** *** to do the work and that may have caused some confusion as *** *** who used to work for Atrium went to work for *** ***Atrium's warranty policy is
to provide replacement glassThe homeowner is free to contract the labor with any glass shop that they chooseIn this case *** *** was referred but they are not obligated to use themOnce the homeowner has contracted with a glass shop they can contact us with the homeowners name and address and we will crate and ship the glass at no charge to the glass shop
I have asked one of our customer service representatives to call the homeowner today and explain this process again