My husband and I have had a similar experience to the other TrustPilot reviewers, if only we had read them first!We enjoyed good service right up until they had our deposit, then we couldn't get hold of anyone. Sadly, the HomeHub Group part of our project has been a complete fiasco, we have had several points of contact and their stories never matched. In total we have had an eight week delay from our original install date. This meant that, plastering couldn’t be done (windows needed to be fitted from the inside), which meant radiators couldn’t be fitted, skirting board could not be put in place, decoration couldn’t be completed and carpet couldn’t be laid. Not to mention not having a secure or watertight house for 3 months.Communication from the whole team is appalling. You will only ever call them. They will never call you. HomeHub keep notifying us of delays to our install via email, one assumes because no-one has the gumption to telephone us. Every person we spoke to placated us with “sure, I’ll call you back this afternoon/later/tell someone in the office…” blah blah, no action ever came of their promises to help resolve the issues. When asked what they will do to rectify the situation, they said that they were not prepared to do anything, saying, “that’s just not how the industry works”. When we sent emails of complaint, no one even bothered to call us, or reply. We copied ALUK, the manufacturer, as HomeHub repeatedly blamed them for the issues and they couldn’t be bothered to reply either, finally someone on their social channel responded, but said there was nothing they could do.There is clearly a reason that HomeHub have no social media contact information on their website. They realise everyone will use it to publicly complain.Three months from confirmation of order to installation. I don’t know of a build project that can be kept waiting that long. 9th March - Order confirmed and installation day booked in for 10th April28 March - Told we would suffer a delay, by email, because the original manufacturer had moved premises. New date 8th May11 April - HomeHub said they didn’t have an installer to fit the window on the 8th May as planned.4 May - Told our new installation date would be the 15th May11 May - Now told ALUK don’t have the profile - which is it? Have the windows been made and HomeHub can’t install them, or they haven’t even been made yet??23 May - The WRONG Windows arrive. Installed anyway to plug the gap with the outside, the windows were ordered by them with a sill. We didn’t want sills and had paperwork to say so. The windows had to be remade.2 June - Finally - Installation of correct windowsIn the end we are happy with the ALUK product. We were also pleased with the customer service from the fitters (sub-contractors) who seem to be face-to-face with angry customers on a daily basis. We however have had a wholly unacceptable experience from HomeHub/Bi-Fold Direct with no offer of recompense whatsoever. We completely missed all our deadlines to be finished and only because of HomeHub.We sought quotes from a few suppliers and HomeHub were slightly cheaper - honestly it absolutely was NOT worth the small saving and we lost a lot more money because of their inability to get the job done right or on time. Over an 18 month build, dealing with HomeHub has been the only thing to cause us any real stress. Please. Save your own sanity and use someone else!
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