I recently had a back door and wet room installed by Passmore Group, and unfortunately my overall experience has been very disappointing.
From the outset, there were issues with communication and organisation. Contractors failed to attend as scheduled, and I received calls where it appeared I was being confused with another customer. When I initially raised these concerns, the response I received over the phone was dismissive and lacking professionalism. I escalated this further, however I felt that the same attitude continued even at a senior level.
Although I was later informed that the work had been “completed”, this is not the case. There are still outstanding snagging issues, predominantly relating to the door installation, which remain unresolved. I have had no follow-up contact or review visit arranged despite raising this.
Communication throughout has been poor. On one occasion, two window/door fitters arrived at my home without any prior notice—no phone call or email to inform me. This was particularly concerning as I have previously made the company aware that I am a vulnerable, disabled woman living alone. This lack of consideration was both unsettling and unacceptable.
I do want to highlight that the contractor Kevin, who completed my wet room, was fantastic. He demonstrated genuine care and professionalism throughout, had a lovely manner, made me feel listened to, and made a real effort to engage warmly with my two dogs. The issues I have raised are not reflective of his work, which has been excellent. He is the reason I have given two stars.
Overall, the experience has been overshadowed by poor communication, lack of professionalism, and unresolved issues. I am still awaiting contact to resolve the outstanding works.
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Passmore Group has a history spanning more than half a century. Home of More Bathrooms, More Ability, More Kitchens, More Bedrooms and More Build, we are the regions most trusted and experienced home improvement company.
Offering a full design and installation service, all under one roof, we put our customers first, assuring complete peace of mind comes as standard. See more
