Atlas Siding & Window Company

I am making this post for my parents based on their experience today (3/30/2017).

My parents ordered replacement doors for their basement that came with a lifetime warranty. Atlas had been out once before to make some adjustments on them, as they had an issue. They were now having problems with the locks not wanting to stay locked and contacted Atlas to come out once again. It took 3 phone calls and 1 month for someone to call them back. She received a call from Chuck and they discussed the issue. It wasn't clear whether the problem was normal wear and tear or a larger issue. My mother just wanted someone to come out and assess the problem. After a few back and fourths my mom used the phrase "Well let's cut to the chase and set up an appointment". Thats my mothers way of saying "Well let's just set up and appointment and see what's going on." In no way she being insulting or aggressive, if anything she was attempting to save him a lengthy phone call. For some reason that set Chuck off. He got very loud and boisterous and would not let my mother get in another word. He told my mother that she did not appreciate his time and that he could just send someone out there and charge her. He also stated very condescendingly "You know what I'm going to do for you.. .Nothing!". Then hung up the phone on her.

My mother called back to Atlas to report this issue and find out who she spoke with. It turns out it was the owner of the company Chuck Story. She was floored. Never in a million years would you expect someone to act like that towards a customer, especially the owner. Apparently his time was worth it when they were buying, but not when asked to stand behind his product/work. She was not asking for anything more than an experienced set of eyes to come look at the product they paid a premium for. He owes my mother an apology and an appointment to come look at the doors. I just hope it does not take another month for this to happen.