Atrium Windows, Dallas

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DALLAS, TEXAS -- Atrium windows in my home are under warranty. There is so much fog between my double pane windows that the view is absolutely horrible.

I called Atrium Windows. They sent a man out to inspect the windows and he then took measurements and told me my window should be delivered in a week. Two weeks went by and I had not heard anything from Atrium Window Company. I then called the company only to find out that I must pay for the labor.

I told them that would not be a problem that I would pay them when they installed the window. They said "NO" you have to send us the money first before we do the work.

I then called the builder of my home and they said they would contact someone named Quintan at Atrium Windows and assured me that he would work something out. It has been 4 months now and no one has contacted me.

Hope this helps others that might have to deal with Atrium Windows. Obviously, I would not recommend them to anyone.

I do customer investigations for a large firm and this is a perfect example of why.
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User Replies:
leet60 on 11/13/2010:
You did not mention how long you have had the windows in your home, however, any window company that sells you a "lifetime" warranty (if this is what you received) is simply using a marketing gimmick.

The reason your windows are "fogged" is that the seals have failed. All double paned windows will eventually have seal failure. This will happen more rapidly if the windows are exposed to direct continuous sunlight for a large part of the day. The seals eventually dry out and crack allowing condensation on the interior panes.
CS Star on 11/14/2010:
Thank you for you comment. The windows are a couple years old.

On a more serious note,I am more concerned about the way Atrium Windows handled the problem. On a scale of 1-10 their customer service is 1. Instead of stepping up to the plate, they choose to just ignore the customer.

I probably am more in tune with poor customer service tactics because I do investigations for a living. This is the first time the poor customer service has directly affected me personally. I hope it helps others.
Atrium Companies, Inc on 07/12/2011:
At Atrium, our customers are what keep us in business. Therefore, we take customer service very seriously. If you have experienced less than satisfactory service and still have yet to resolve an issue with our windows or patio doors, please contact us at: We care about your customer experience, and for that reason we are striving to create better support for you. We apologize for any customer support that may not have been helpful or cooperative. Your individual feedback here will be used to help better our customer communications. Thank you.
Whatever, Atrium!! on 08/28/2012:
You simply would NOT believe what we have been through with Atrium. They replaced over 100 - yes, that is NOT a typo - 100 new sashes in my NEW home with repeated service calls - why? Because their windows are...c - r - a - p. Warranty? What a joke - they actually told us they would no longer warranty the windows in our home. New windows! They wouldn't even warranty their OWN NEW WINDOWS! Installation problems??? NOO!!!!! Their own reps installed them - repeatedly. Was it the framing on my house? NOOOO!!!! It's all the windows - my gawd - one set they brought for my living room actually had the glass put in BACKWARDS so it actually looked like a mirrored fun house at night in my house - ridiculous. If you purchase Atrium after reading this, you deserve every thing that happens to you. This doesn't even scratch the surface of what we went through with them. We ended up selling our new house. Seriously. What a joke. The ones left holding the bag are the poor retailers who are stuck peddling their product.
I hate Atrium on 08/21/2013:
New home 2 yrs old, windows starting to fail. Atrium customer service doing their utmost to not help. Saying warranty only for two yrs. Now telling me I need the original invoice for the purchase of the windows. Going through my builder to try but 1.\ for their product to fail so early on, 2.\ horrid customer service. It looks like I'm going to be out of pocket on this one.
james gentry on 01/10/2014:
Our home is going on 12 years old now. During the warranty period, Atrium service out of Phoenix (I live in Tucson 100 miles from there) was the typical no call backs and installing half the windows they said they were going to replace and then never came back to finish the job. Fast forward to today, we have aluminum frames which means Atrium no longer makes parts and we have two windows that don't work. Needless to say, I'm going Pella (I have a Pella storm door already) because the service is so much better not to mention they have a superior product.
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