Review Time
GREAT SERVICE ,being busy doing extensions,hence needing windows and doors spoke with josh at the Bracknell branch and ordering is so smooth and easy via emails and always arrive when agreed and high quality ranging from mid range items to top of the range bifold doors,so very happy with service keep it up josh.steve sdg builders iver
Home Hub has quoted for my entire house and their quote was very competitive. What made my decision was visiting showroom and having seen all the products for myself. Amazing high quality service from start to finish. I would definitely recomend them to everyone and will use them on my future projects! One very happy customer. Thank you
We placed a large order with Home Hub for a number of external doors, windows, and roof lanterns. Whilst we have no issue with the quality of the products themselves, Home Hub managed to order the wrong sized frames, glass, and roof lanterns, causing considerable delay and costs to the project whilst waiting for the correct sizes to be delivered. There were also minor issues such as rusty screws being used. However, the main area of concern is the aggressive, threatening, and bully-boy behaviour employed by the firm’s management.Having placed an order, and following a site visit from the surveyor to take final measurements, a fitter was booked to supply and fit the back doors and windows for our extension. The builder had lined up a contractor to screed the new floor once the doors were fitted. At this point everything had been paid for in full, other than the cost of the fitting. However, the fitter cancelled on the day he was due to come because he said the frames and glass for the doors had been made the wrong size. A new date was scheduled several weeks later once the correct size frames and glass were ready.The fitter again called on the day he was due to come and said the frames were now the correct size but the glass was still the wrong size. The builder asked him to fit the frames in any case so we could at least get on with laying screed for the floor after weeks of delay. The fitter put in the frames and also fitted the wrong sized glass (too short) as best he could, making up the gap with some wooden boards as a stop-gap before the glass was replaced.Although we had paid up front for all the products themselves, Home Hub then aggressively chased us for full payment of the fitting, even though we were still waiting for the correct sized glass for the doors to be delivered and fitted, and a wrong sized roof lantern to be replaced. They threatened to refuse to send the fitter back until we had paid for all the fitting! Eventually we got them to agree that we would pay just for the fitting work that had actually been completed and that they would then send the fitter back with the correct sized glass. By now this was already several months after the order was originally placed.A fitting date was finally agreed after yet another few weeks of delay while the fitter was on holiday and Home Hub said they couldn’t send anyone else. Home Hub then called the Friday before to cancel the Monday appointment (due to delays in product delivery) and rescheduled for Wednesday instead.Eventually the fitter arrived to supply and fit the correct sized glass on the Wednesday as agreed, although not until quite late in the day. He also supplied and fitted some additional window panels we had subsequently purchased from Home Hub to allow the back doors to open fully without hitting the adjacent window sill. However, the new panels were about a centimetre too tall (measured wrong by Home Hub) and the sills did not therefore line up at the bottom. The fitter said he would come back on Friday morning at 8am to refit the windows a little higher in order for the window and door sills to line up. Moving the windows up meant that the windows and doors would no longer be aligned at the top, but by this stage we just needed the job finished, rather than waiting for new frames to be made. The delays had already set our project back by months and the builder was unable to swallow the costs of yet another cancellation.We had the builder lined up on the Friday to complete the re-rendering that would be required. By midday Friday there was no sign of the fitter. We contacted Home Hub to ask what was going on and then received a surprising phone call back from the MD of Home Hub apologising for the issues we had experienced to date, and apologising on behalf of the fitter for messing us about with the dates. He rescheduled a date for the fitter to return the following week and said he would look into the problems personally. He informed us that he had had to let several members of staff go due to similar complaints from other customers.The fitter came back on the date agreed, replaced the rusty screws, and raised the windows by a centimetre to allow the sills to align at the bottom. However, as soon as the fitter completed his work he informed us he was instructed to take full and final payment there and then for the balance. This was for a few hundred pounds of an order worth (and already paid) well over £10K. We asked for a final balance invoice to be sent and said that as soon as we received the invoice and had had a chance to check that everything was OK with the windows and doors, we would settle the balance.The fitter then called Home Hub to ask what to do and was instructed to remain on the property until he was paid, and if not, he was told to remove all the doors and windows he had just fitted! We called Home Hub and asked to speak to the MD. He called back a few minutes later and (in a complete about turn from his demeanour a few weeks earlier) quickly became aggressive on the phone demanding we pay the fitter there and then. After a few minutes of trying to explain that we would like an invoice and some time to confirm that everything was OK (after months of delays and problems from Home Hub), he demanded we hand the phone to the fitter, who he then told to leave.A week later, after still not having received a final invoice, we received an unbelievably rude and abusive phone call from the MD demanding payment for the balance by the close of the day. He swore aggressively on the phone and threatened to come round to the house within the next hour and remove all our doors and windows if we refused to pay, and then slammed the phone down. We called him back to advise that we would be reporting his behaviour to Trading Standards (which we subsequently did) and he again slammed the phone down. Trading Standards recommended that we report him to the police for harassment which we did. We then called back (speaking to another member of staff) and paid the balance, wanting nothing more to do with the company, and still having not received a final balance invoice.We strongly advise anyone to think twice before dealing with this company.PS. Home Hub tried to have this review shut down. If they would spend less time and effort trying to influence public review scores and more time actually providing a service to their customers then they wouldn't be in the mess they clearly are in.PPS. A few days after posting this review we received a phone call and written apology from Home Hub. This was prior to the attempt to have the review taken down. After the review was reinstated, we received another call from Home Hub reiterating their apology. Whilst it is hard not to be suspicious of the timing, the apology itself did seem to be sincere. We genuinely hope this is the case and that lessons will be learned for future customers.
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!
Ordered bifold doors and roof lantern from home hub all seemed good. I got a fitting date they turned up on that date but no roof lantern and the wrong doors. I phoned customer services but didn't get any answers I had to keep phoning but never got any calls back I didn't know what to do as I had other work starting the next day once doors etc were fitted. After a lot of phoning they managed to get the doors fitted at 16:00 the next day but still no news on the roof lantern. It took over 1 week to get any answers about the lantern so no other work could be done on my house. Luckily the fitter seemed to be helpful and got things moving because the office people did nothing. I must have made about 20 calls chasing expecting calls back with updates but didn't get any. It not much to ask to be kept informed I appreciate things do go wrong but to not phone with updates give me no choice but to keep phoning. Products are good but service is not
I paid my money to Home Hub Bracknell, and the service they delivered was appalling. They repeatedly failed to turn up for appointments to measure up for the windows, and similarly failed to turn up for 5 appointments to fit the windows. When they did install the windows, they were the wrong size. They then lied repeatedly about when they were going to replace the defective windows, and then refused to replace them at all. I will be taking legal action against these thieves and crooks.
The service starts off well until they have your money. Then good luck to you! We are still waiting for items we paid for 4 months ago. Service is appalling. I have to chase because no-one contacts me. Managing director doesn't bother to reply. Avoid!
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