ComplaintsforAtlas Meridian Glassworks Inc

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired AMG to supply and install all of our glass windows and doors for our high-end new home. Significant delays with shipping, frames and glass arrived damaged, all interior and exterior frames oxidizing causing permanent damage to the finish, seal on large glass panel failed causing condensation, glass too small for frames, handles too small for large sliding doors, wind blows through frames causing excessive heat loss and failed draft tests, parts missing and parts regularly fall out, poor installation resulting in a poor finished product. Owner Jack d* **** has taken over a year and a half to attempt to resolve the issues with 'band-aid' approach fixes.  

  Business response

  20/01/2022

  Hello ******,

   

  The summary from the client is not entirely accurate or fair. However, they do have many legitimate issues with the window package for which we have been in constant communication with the client in trying to develop the least invasive and most satisfactory solutions. I very much consider this still an ongoing project as I have material and product in town waiting for an agreed plan of action to install. I submitted info for the client to act on yesterday. AMG will keep pushing to a resolution.

   

  Thanks!

   

  Jack d* **** 

  Business response

  08/02/2022

  The client is misrepresenting facts. I visited them in November and we all agreed to wait until January for any further work onsite. We all knew the state of the doors (as they had been that way since the summer) but were definitely surprised by the unseasonably cold weather experienced over Christmas. Again, there was NO DIRECTION from the client to do any further work until January except when I was texted on Monday, December 27th. Our office was closed, our guys on vacation. There was no way to change the plan at that time.
  
  As I said previously, AMG is currently working with the client on these issues. We have a scheduled next step in early March after having met our previous schedule commitment last week. We intend to see the fixes through and have no intention of not leaving the client with a project fully up to industry standards.

  Customer response

  09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  We have not misrepresented anything in any way. This is a truthful account of all events and issues.

   

  We should not have to "direct" a window glazing company on how to ensure their supplied and installed windows do not cause significant drafts, and when we do indicate serious issues, it is reasonable to expect a faster response then 5 weeks and a better temporary resolve than applying painters tape.

  The rigid foam sealers temporary installed to fix the drafts make it so we cannot open/operate the windows. This is not an ideal situation for AMG to put a client in or expect them to be patient with. 

  March will make it a 2 year process for AMG to attempt to fix all of the issues (including the beach slide door) -and March is only a "Test".

  While we can see the added costs and issues this all poses for AMG (cost of doing business), there has been very little regard or apology for the stress, disappointment, frustrations, time off of work/life, discomfort, inconvenience, added costs, and devaluation to our home that AMG has caused us - as these are not minor deficiencies.

   

  As previously requested, AMG is still to provide a PLAN for March including dates, timeline, how they intend to protect property and finishes, names of installation team, verification of security bond etc. With March fast approaching, we would appreciate having this PLAN so it can be reviewed to ensure all aspects have been considered. 

   

  Sincerely,
  ****** ****
  

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