21 windows , patio door & front double door with 2 side lites
Very satisfied with windows & patio door installation that was done in 2005.
In Dec/2006, Atlantic install a fibre glass doudle door entry system , at time of install everything was done very professionally,ant to my approval. Door looked great and received compliments from neghbours and passers by. In Oct/2010, after a rain storm noticed water had entered through the botton betwwen the door and frame. Called Atlantic for service, they sent out a technician, made some adjustments to the door , caulked the door. He took a lot of photos of the door and the site. In April/2011, I again noticed water leaking through the door dring a rain storm. It as coming in so bad, install a barrier on the outside of the doors to prevent water from coming in. I notified Atlantic of the situation , but this time they did not send anyone out to repair the door. Instead, they supposedly sent out a service tech and Construction Engineer to evaluation the site not the door. They came to the conclusion that it was the site that was causing the water to enter the house. Apparantly the house and door doesn't have any natural barriers to protect the entry door. They are suggesting a roof , an awning or an aluminum storm door be installed to protect the door, at my expense. The have washed their hands of the situation, inspite of the warranty being 10 years. As I told them , there was a storm door , prior to the new door being installed. I wanted the strom dorr to be istalled over the new Atlantic door , but was told by the salesman that it was not required to to the high standards the Atlantic doors are designed, engineered and manufactured to , besides he siad it would detract from the beauty of the new Atlantic doors.
I sent them additional correspondance stating I would be willing to share in the cost of the new storm door , but they seem to be ignoring my attempts to find a compromise.
In conclusion, they have a good product and installatin of windows , but the door warranty and customer servise are not very customer oreinted.
I will be pursuing this with the BBB.
- Approximate cost of services:
- $21,000.00
- Company Response
Dear Ted,
I apologize for any frustration you may have experienced. Please note that Atlantic is not in the habit of "washing our hands from the situation". In fact we believe that issues should be dealt with promptly. As you are aware by now, our top inspector and owner of our company has made arrangements to personally come and visit your home to assess the situation. You have our assurance that we will work with you to come to a mutually agreeable resolution.