Business ProfileforMathews Brothers Company

I recently had a home built which was completed in September 2021. The entire home used Mathews Brothers windows including a sliding patio door. The sliding screen potion of the door does not open properly, I contacted Mathews Brothers and ******* Lumber to try and resolve my issue. The door itself works perfectly yet the screen doesnt, it is clearly not adjusted properly, Ive submitted many emails on the Mathews Brothers website asking what I thought was a simple question. It was followed by a phone call to their office where I was told they did not work directly with customers that I would have to contact ******* lumber. I contacted ******* lumber the sales person tried to help me but could not give me the answer to the question he told me he was going to contact their sales rep for the answer and would get back to me. I havent gotten an answer to the question which is in what direction do I turn the screws to get the rollers to re-track into the screen. Consumer ****** when choosing a window or door manufacturer, its important to look at customer support along with other criteria prior to making a selection.

We have tried to address this problem with ************. On June 22, one week before the review was posted, our Sales Director sent ************ an email requesting some clarification ("*******, Thank you for using Mathews Brothers Products. Can you tell me what store and/or sales person you dealt with at ******* Lumber? I will get that information to our Territory Manager for ******* Lumber and he help you resolve the issue."). As of this date, he has not heard back from ************.

I haven't received any emails and or phone calls from anyone reaching out to me. I did call ******* on 6/21 phone # ************ I was transferred to the sales department I did speak with a salesperson at ****** who seemed helpful, I unfortunately did not get the sales reps name because he was so convincing he would get back to me after hearing from the Mathews **** rep that I let that slip. I am only looking for a simple answer to the direction I turn the adjustment screws to retrack the rollers back into the screen frame. I am available through email and or cell phone for anyone who wants to reach out to me.

We understand that the contractor who built the home has returned and adjusted the screen (this is part of the installation process).