Extremely dissatisfied with service.The doors are fantastic, however the fitting experience & follow up afterwards is shocking.We were told that it’s Express Bi Folding Doors persons who fit the doors & not subcontractors (possibly the case in England, but not Scotland). It was subcontractors (joiners) who fitted the door & the experience was shocking. Subcontractor asked for photos of opening (hole) & ground levels day before fitting & told me it didn’t look correct. He said if it was Express’s fault they would sort. So I’m thinking, if it was ours, then we’ve got a huge hole where a door should be & £££’s out of pocket. So it’s safe to say we didn’t sleep well that night. When they did arrive the next day (April 23), Subcontractors tried to pick faults in building structure & said warranty would be invalid due to lintel. (I ended up paying wks later for a structural engineer to look over it, he confirmed it was all correct & no issue).I waited for the follow-up phone call to arrive (the small balance is paid after fitting, so I thought they would phone me any day) nothing for over 7 months. I relayed this to Express follow up team who said they would look into it. 1 YEAR 6 MONTHS later I get a special delivery letter demanding the small balance be paid.I promptly phoned them & told them I was notified warranty invalid by subcontractor & you never got back to me after our previous conversation over a yr ago.So why should I pay the small balance (£230) which was validating the warranty which I was told was Null & Void by the Subcontractor. To my surprise, they had a record of only part of our Conversation in April, the warranty note was not mentioned. They said, we can’t see anything noted. Pay your balance.Doors fitted April 2023Follow-up Call Nov 2023 timeLetter from Express Oct 2024The buying experience & doors are very good but everything in between is shocking. Going by other feedback on Trust Pilot, this sees to be a common trait.I worry who will come out to fix door if I ever have an issue. Note to Express- IF you satisfy my complaint, I can remove this post8th Nov 24 Adding due to reply from supplier.(MY COMMENTS IN BLOCK CAPITALS)Thank you for your feedback Mark.We are unsure what the issue is here as there is no reason whatsoever for the guarantee to be Null and Void and we have not once advised of this. Additionally, we’ve never had any record of what you’ve stated within your review.I WAS TOLD BY “YOUR” FITTER WHO ASKED MY WIFE TO SIGN HIS PAPERWORK TO CONFIRM FITTING COMPLETE & WARRANTY VOIDED. (THIS PAPERWORK CAN’T BE OBTAINED FROM EXPRESS)If there were issues on site we would have expected these to be reported at the time, or at least sooner, as raising them after we pursue the balance makes it appear you’re attempting to avoid paying the outstanding balance.FITTER TOLD US THAT EXPRESS WOULD FOLLOW-UP FITTING WITH A PHONE-CALL & COLLECT BALANCE)I THOUGHT, GREAT I’II DISCUSS WARRANTY WHEN THEY PHONE, BUT THEY NEVER DID)I WASN’T CHASING EXPRESS UP TO PAY A SMALL BALANCE FOR A WARRANTY THATS VOIDED.WHEN THEY DID PHONE ME 8 MONTHS LATER. I RELAYED THIS ALL TO DAN WHO WAS TO INVESTIGATE & COMEBACK TO ME.NO CORRESPONDENCE FROM EXPRESS UNTIL A LETTER WAS POSTED 11 MONTHS (OCT 24) AFTER THE ORIGINAL PHONE CALL IN NOV 23.You state in your review that you will remove the post if we satisfy your complaint, but as we said earlier we are unsure what your complaint is, although it does seem to be around the guarantee which from our perspective is not an issue.COMPLAINT IS: TERRIBLE EXPERIENCE FROM FITTER.(NOT ACKNOWLEDGED BY EXPRESS)THATS NEVER BEEN ACKNOWLEDGED OR RECORDED. WRONG INFO GIVEN. I ASKED WHO FITTED THE DOORS, I WAS SOLD ON THE FACT YOU DON’T SUB-CONTRACT. YOU DID NOT SEND A EXPRESS FITTER. YOU SENT A SUB-CONTRACTOR WHO DIDN’T GIVE A ****.IVE ASKED FOR SENIOR MANAGEMENT TO PHONE BUT KEEP GETTING DIRECTED TO THE SAME PERSONIN CUSTOMER SERVICE.EXPRESS, WHY DOESNT A SENIOR MANAGER PHONE ME TO APOLOGISE & RESOLVE???THE WHOLE BUYING EXPERIENCE WAS VERY GOOD. BUT IT ALL GOES DOWNHILL AFTER THAT.
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