18 windows, 1 patio, 3 door systems
We had several issues with our install which are currently being reviewed by Atlantic. My initial e-mails and phone calls were not passed onto Ellie by the sales person which contributed to a lot of miscommunication.
I am very satisfied with the interest Ellie has taked in our file and look forward to the issues being resolved.
Based on the several estimates we received we decided on Atlantic due to their warranty. I am happy to know that they stand behind their product and will be fixing the problems.
- Approximate cost of services:
- $25,000.00
- Company Response
Dear Client,
It is with great regret that I read your post listed above, especially since at the time you did not even notify our company of the above listed items. I will take this opportunity to clarify the situation for you. Firstly, in regards to the hardwood floors. Each installation crew is armed with drop sheets that are to be used on the interior of the home. These drop sheets should be placed wherever the crew is working/walking.
The lead installer has been notified of the dirty glass that was not attended to during installation and will be returning to complete this portion of your job in the near future.
For the subject of retrofit vs. brick-to-brick installation of windows. Your project was sold as a brick to brick installation with exterior capping. A retro-fit installation means that we remove the old window leaving in the existing frame, the exterior is capped to the brick and on the interior a small cove moulding is applied to conceal the insulating foam (original casing trim will remain). On a brick to brick installation, there are two exterior finishes. One option is brickmould or the other option is capping. The choice of brickmould and capping is an aesthetic option and does not dictate whether the window is being installed as a retro-fit or brick to brick. The window is removed and we go back to the 2x4 stud opening in the wall and rebuild the window in. New casing trim is applied to the interior wall finish.
We pride ourselves on providing a high quality product and workmanship. I will have a jobsite inspector visit your home to verify the installation that took place. I do believe that these "contractors" thought it to be a retro-fit installation due to capping on the exterior of the window. I do not claim to know their trade well and would trust these contractors in regards to that, however we are the window experts and I am certain that if a brick to brick installation is what you were sold, then that is what you received! Please note that the installation code is written on the face of your contract beside each window. These codes refer to the 2nd last page of your contract where the installation codes are defined and you can clearly see that the install code on your project was brick to brick with exterior capping. However, as I stated, the jobsite inspector will be in touch to conduct a site visit to confirm the type of installation you received.
Although we always value customer feedback, I would appreciate that in the future you contact our company so that we have an opportunity to respond before posting such accussations in a public domain. We pride ourselves and our company on conducting business honestly! Our management team is readily available to deal with any questions or concerns.