twchome.co.uk

We requested a quote from TWC

We requested a quote from TWC, a salesman visited, he looked at our windows & said “you have condensation because your windows are S#%T, they don’t fit wall to wall like ours do, you pay cheap you get cheap” he said their windows fit brick to brick & the 5-10mm gap is taken up inside the frame, he offered us a Yale alarm system for free which will be installed, demonstrated & someone will talk us through the users guide, so long as we agree to buy there & then, we did, a few days later the company surveyor visited, measured up & when I said about the brick to brick windows he looked confused, I explained the conversation with the sales guy & he said he would take it up with him because he was talking rubbish, We had all our windows & doors replaced in Dec 2024, (completed on 18th dec & paid in full on the day) the alarm came as part of all the windows & doors, I asked the fitters if they was setting it up & demonstrating it, he replied “ I ain’t got a clue how it works mate, we just got the batteries to the sensors” after a few days we had paint falling off of our composite door, it was hard to close, & we had water on the inside when it rained, (zoom in on photos, there is a puddle) the French doors squeak, a window was almost impossible to turn the handle & the alarm was still not working, I called into the showroom between Christmas & the new year to explain the issue only to be told “with respect mate, it’s cold & you have obviously turned the heating up, any window & door will have some condensation after a couple of years” I rudely explained it was under 2 weeks & he should listen to the customer before mouthing off, I showed him pictures & videos & he agreed it was wrong, he filled a form in & said I will hear back in a few days, 15th January I called to chase my complaint, no one knew about it, a lady called Sue listened, requested photos & said it would be sorted, the same fitter arrived & changed the handle, he said the window should loosen up after use, I asked if the door leak has been solved & he replied “your guess is as good as mine, if it still leaks give us a call & I will put more sealant in”!!! move forward to 22nd Feb & I emailed because we couldn’t lock the door, on 24th February after numerous calls & emails & I receive a call from Louise, I explain that the door still has paint falling off, it still leaks, & the French doors still squeak, Louise claims she has just heard about this complaint, although she was copied in on the complaint in January, she advised me that the complaint wasn’t being dealt with because Sue couldn’t open the email with the photos so she has done nothing with it, So she will take the complaint on, very quickly we had a new door slab delivered & we asked the fitter if he was there to fix the other faults, he said “I have no idea what faults you have, I have been told to fit a door slab” we still have to slam the door to close it, however it now locks, the French doors still squeak but I am sure buying a bulk supply of oil will help cure this, the door still leaks so we have decided to stick with a tiled floor so we can mop it up, whilst I feel you are at risk of receiving poor service from lots of companies, TWC are all friendly & polite until you pay them, then it’s you against the company, I have learnt my lesson & as a direct result advised my neighbour not to use them & invited them over to see the shoddy workmanship & show the emails proving they are a company that just don’t care about after sales, thankfully they will not use TWC & have had another company agree to do her windows & doors,At no point has anyone taken responsibility for the issues, no one has come out to see if we are happy, & no one has offered any kind of compensation, definitely a company worth avoiding at all costs

Date of experience: Dec 18, 2024