atrium.com

Common sense doesn't exist at Atrium

This is the end of April 2023 and I have been working on getting replacement glass from Atrium Windows since the first weekend of October of last year. Atrium wasn’t responding to the local distributor at all. This is the second time I’m having to replace the Insulated Glass in my Atrium made transom windows. The house was built in 2006/2007. I had to replace the glass in 2015 due to seal leaks, but Atrium only covered one with their warranty. I got some BS story about why they would replace all three under the warranty. However, after what I had to go through for almost a month to track down an Atrium Windows contact and an Atrium Windows distributor in my area, I was happy to pay for the other two. They were still relatively affordable at the time. After all that, Atrium built them separately and sent them one at a time. So I received two different grid patterns within the windows. I didn’t understand why the difference. I was just happy to have non-fogging windows again. One of the windows was far enough away from the other two that it wasn’t that noticeable. It still bothered me. I had provided Atrium and their local distributor with the original order numbers from the original installation as I took pictures of all the stickers on the windows when they were installed. This time when attempting to order new ones, I provided all the same info along with the replacement shipping documents for one of the window order numbers from the first replacement glass order in hopes of a better result. As I stated, Atrium wasn’t responding to the local distributor. At the end of February, I’d had enough and wrote a letter to Atrium through their customer service site. Mid-March I received an email stating a case number was assigned to my concerns. Finally, I got a reply from a real person and thought we had made some real progress. I was sent a quote for what I thought was the glass replacement and told to present it to the local distributor. Since this was a special order, I was made to pay the full ridiculously expensive price up front. It was more than four times the cost of the 2015 replacement glass units. Yesterday, April 18, 2023, I was called to pick up my order. I had the boxes opened on the docks to verify the measurement of what I thought I ordered, only to find out they sent the whole transom frame with the glass installed. WT@! I can’t return them, they’re “special order” windows. This is the dumbest thing I’ve ever witnessed. Common sense is completely gone. And that’s saying something after twenty years in the Marine Corps and another fifteen in Civil Service in support of the Marine Corps. How do you replace one part of a three window assembled unit without destroying something else on the front of my house! These transoms sit mounted on top of two other double sash windows and were installed as one assembled unit. So now, instead of finding a company that can replace just the glass part of the transom like before, I have to find a company that can remove the whole window unit, disassemble the unit to remove the transom section, reattach the transom section, and reinstall the whole assembly without destroying everything surrounding the window in the process. I’m sure Atrium will say something like there was a miscommunication or a language/term barrier. No matter what, I’m the one left holding the bag. Thanks Atrium! Next time I’ll just order new windows from another company.

Date of experience: Apr 18, 2023