northerntradewindows.co.uk

'Sulking and 'office staff don't know what they are doing'

Writing on behalf of Helen Tales:Initial contact was through a stand Barbara was at inside Morrissons at Mayo Avenue. She explained how she would take details and a member of the office team would contact us on the Monday. Rightly so they did and an appointment was made for someone to come out to measure up the window, the window was measured and specifications discussed, this included having a UPVC window sill on the inside, they requested a deposit at this stage, a second appointment was made then to finalise the measurements, again asking for a UPVC sill and this was also ok’d at this appointment as well. The day before the window was due to be fitted, contact was made regarding times to expect members of the team to be at our address for the window to be fitted, we had been told it would be at 8am. They day of the window fitting, we got a call at 8.01am to say they will not be able to make this as they are currently running over a previous job from the day before and that ‘you can go out in the morning we are looking to be with you around 12 noon’. a few hours later, another call, stating that they will be unable to make the 12 noon today and can we move the window fitting to the next day, this time stating that ‘the people in the office do not know what they are doing, they double book us for fittings every day’ I stated I wanted the window in on the day as planned as arrangements out of a window fitting had already been made around this appointment, we seemed to be made like we had been the inconvenience regarding this, we did explain that another member of family had booked time off work due to this because of a resident dog in the premises which we had informed them about during the initial phone call and was told this would not be an issue. The team of Andy and Mark arrived to fit the window later explain that no one would work with Mark because ‘he was a sulker’. When explaining which window was required fitting and asking were was best to park, we had been greeted with a negative attitude from the word go and felt like they were trying to intimidate. When they came face to face with the resident dog, we had been told ‘can you not just shut the dog in a room upstairs’ we did explain that she usually has the run of the house and have never required to be locked away. I think your staff forgot that they were a guest in our house and maybe they should have been locked away, attitude seemed to change when I said that we would just take the dog for a walk instead to which we got ‘oh no its ok you don’t have to do that’. I asked about the internal windowsill, again both ok’d on previous visits to be then told ‘no, it is not on the job description we can’t do it and if you do it would be around another week and would cost me over £150’ nobody explained if this was in the costings originally quoted or if I have paid for a service I have not received. When fitting the window, amongst themselves they said, ‘that will need to come off’ and preceded to tear and make a mess of the wall paper, leaving some when the widow had been fitted dangling down, none of the team asked if it was ok for it to be removed, just stated that the ‘internal plastic fitting would not stick to the paper’. Upon leaving I was told I would get the guarantee within a few days and that someone will call within five minutes to take the rest of the payment, appeared to be immediately. When we went out into the garden there was screws left over the floor, and also the plastic corner protectors just strewed all over the garden and out the garden were we also found remains of the original wooden window frame. If star rating could be broken down Barbra would have got 5, the team who fitted the window have a lot to be desired and I can’t possibly rate. Still awaiting guarantee, received deposit invoice weeks after fitting and still not got full payment receipt nor guarantee.

Date of experience: May 03, 2024