We used Atlantic 5 years ago to replace every window in our house. Three family members used them and were happy with their work. We were INITIALLY extremely satisfied with the salesperson (Andre)and the product. Then we noticed rusty water leaking into our white tiled shower which was leaving stains on the grout and caulking (window is in the shower). There was rust between the 2 panes of glass. We called customer service, they sent someone out to check it out, take pictures, etc. Following this, we were told that we did not "properly maintain" the window and therefore they would not completely cover the cost of the repair, despite the lifetime warranty. We recently sold our home and the home inspector commented that our home was "very well maintained..no problems anywhere except the bathroom window." All of the other windows in our house have no problems, have been maintained the same as our bathroom window, and our home is kept in immaculate condition. Alantic initially failed to take any bit of responsibility (the customer service person didn't even view the pics taken!)and wouldn't even consider that maybe we got a bad window. We were SO DISSATISFIED (and insulted!) by the owner's response that we called our original salesperson (Andre), who instructed us to look under the window hardware as he suspected it was rusting as they did not use stainless steel screws. Sure enough, that we looked and this was the cause of the rust. We sent him pics directly and he approached Atlantic on our behalf. We have recently heard back that Atlantic is now going to replace the window, as per the warranty. Will keep you posted on what actually happens. I think the CUSTOMER SERVICE department needs improvement. Atlantic sells a great product but when something goes wrong, they initially failed to take any responsibility until we complained to our salesperson and he spoke up on our behalf. Listening to the customer's concerns directly is an important part of customer service.
- Approximate cost of services:
- $7,500.00