Business ProfileforMGM Industries

I own a 2-story home built & completed in Columbia, TN in 2022. It has 27 windows of varying types manufactured by MGM Industries. Several were replaced early after the home was completed for reasons related to glass breakage, but I have had few problems with them since then. I was instructed how to properly operate them, including cleaning, securing, and screen removal. I have done that several times with the 17 windows downstairs with little difficulty, but just recently began cleaning some of the upstairs windows. I discovered one that has probably never been opened because it is located in a spare bedroom. When I tried to remove the screen in the usual manner, I immediately noticed it was extremely tight and difficult to remove. I allowed the active portion of the window to angle downward toward me to allow me more room to work on the screen removal. Suddenly, the active window fell completely out of its track as if it was not held in by the 2 sashes properly. Luckily the window did not break, but I was then unsure how to reinstall it in the sashes. I then realized the sashes did not appear to be operating properly like all my other windows. I called my home builder, who sent out a carpenter to inspect it. He struggled to get the window back into place and noticed the sashes were extremely tight. Even after he reinstalled it, the window was extremely difficult to operate. I pointed out to him that the top horizontal vinyl frame piece of the active window was extremely warped, which may be part of the problem. The window is very difficult to lock and unlock as well. Although the window is back into place, there is clearly something wrong with this particular window to safely operate it. I sought a resolution through MGM Industries pursuant to the 20-year factory warranty. Despite 3 VM messages left with customer service & 2 detailed emails via the contact method on their website, no one has responded. Very unprofessional. This is not over yet!