ComplaintsforAtlanta Area Window & Door Co.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The installation of replacement window work began on April 9th, 2007, and the job was completed on that same day. ******************** paid a total of $ ********. Of that total amount, $400 was attributable to a lifetime warranty guarantee for the windows that were installed. Over time, ******************** noticed that the windows installed were damaged and faulty. When he reached out to your company, he was notified that the windows were faulty due to a manufacturing error, in relation to the **Gas used to manufacture the windows However, when ******************** attempted to use his warranty, as per his invoice, and contract, he was notified that the original manufacturer had gone out of business, and that your business would not be able to replace the original windows. Instead, he was offered that the windows be replaced with another manufacturer, and that he would be charged for the costs of the windows and labor. Further, any attempts by ******************** to speak with your company have been met with either silence, or a general apathy that is unbecoming of a professional business. While ******************** understands that the original manufacturer went out of business and the original windows will most likely have to be replaced, ******************** paid for a warranty that was sold by your business, and as such it is your responsibility to honor it, regardless of the difficulties on your end of the contract. ******************** was not at fault, and he should not be held responsible for the failures of other businesses whom you associated yourself with. Accordingly, demand is hereby made pursuant to the Georgia Right to Repair Act, O.C.G.A. Section 8-2-35 et seq., for inspection and repair of the premises within 30 days of your receipt of this letter. You have the right to inspect the property on a date and time acceptable to our client, to determine your intentions with respect to this claim.

  Business response

  03/18/2024

  On October 3rd ******************** contacted us by phone asking about am issue he had with window that were purchased from ** in April of 2007.  We looked into his complaint and saw that the manufacturer of the windows had gone out of business in 2019.  Since there was no longer a manufacturer there was no way to get replacement windows. I told him that we would purchase replacement glass for his windows from another supplier and install the glass in his windows for the price of the glass.  ******************** had a 5 year warranty on labor so we would also charge him for the labor to replace the glass.  On October 12th 2023 we received a letter from the law firm of *******************************************************************. Stating the ******************** should not have to pay anything for the repairs since he was not at fault.  I explained to them them the warranty was a "Window Warranty' and offered through the manufacturer. They said that ******************** paid $400 for a warranty.  I told them that the contract included $400 for the sale and installation of a storm door.  The price was added to the bottom of the contract making it look like it was for the warranty when it was only for the storm door.  I never heard from anyone until I received the same correspondence again from the law firm.  I sent ******************** and the law firm the "Proposal" to replace the bad glass in the windows for the cost of the glass and the installation.  Since that time I have not heard from the law firm and now ******************** is desperate and is trying to file a complaint with the BBB.  In over 30 years of being in business we have seen many window companies go out of business.  We are not able to warranty every product since we are not the manufacturer.  It is like buying a washing machine from ********** and needing service on it. You are told to contact the manufacturer, not hope depot.  I have included the "Proposal" we sent to ********************.

   

  PS. I cannot get the Proposal to attach to this form. Please contact me so I can send the "Proposal"

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩