First Home Improvements
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Works not fully completed, overpriced, poor customer service
I'm going to keep this somewhat vague as possible as the amount of issues I could write about would take a very long time. I wasn't sure whether to write this at first as they attempted to correct their wrong-doings, but unfortunately, didn't fully keep to their word, so here I am. Firstly we went through Help2Buy Windows, yet were still quoted over £10k for 5 windows & a 'value' option door (1 window was a bay window and we was advised this was £3k alone due to needing poles, but was later told by themselves, that no poles were used so that was a load of rubbish??) The salesman lied, about almost everything. We discovered this as the installation went on. We had a lot of different fitters & interaction with a lot of staff from this company, way over 10 people. Some fitters didn't follow simple instructions, such as I had pets I needed to make safe by leaving in 1 room at a time so they cannot escape out the front door or where they are removing windows. Once they'd finished with a bedroom they said I can leave the pets in there as they won't need to go in there again, so I did, and told them of the importance of letting me know if they need in there. We put a camera in to keep an eye on the pets in case they get scared. The camera showed the window fitter walking into our bedroom and standing there with the door open! When I confronted them, the first 2 fitters denied anyone going in there and said they saw my Husband go in there (he wasn't at home, and I could see on the camera it was them). Eventually the 3rd fitter admitted it. He didn't have any good excuse either. One of the many things the salesman promised us, was that all windows will have child locks on, which was very important for us. However, they originally fitted them all without child locks, so they agreed to come back to fit them. Due to various fitters unable to fit them, some due to lack of knowledge / experience, and some due to bringing the wrong fitments multiple times, this went on for quite some time. Eventually, most child locks were fitted. However, 2 were missing. This, along with the fitters leaving 2 bottles of glue behind, 1 being left sideways and leaking down our furniture, I attempted to complain. This is where their customer service was just beyond shocking. I was ignored by most, until eventually I dealt with someone in their complaints department who was actually willing to listen & help, and agreed to escalate it. By now as well, we'd waited in & had 2 no-shows for their 'inspections' which we was originally waiting on due to the issues we'd had, however were since advised that their 'inspections' are not to inspect, but to advertise more of their products and that they just call it that to sound good. We were advised we'd receive a voucher towards money off their services in the future, as all customers are offered this once they've completed work. Unsurprisingly we never received such voucher. Not that we'd want to use them again. The escalation process, which was after many times of me pushing them, resulted in I believe an area manager offering us £250 compensation, for the ruined furniture covered in their abandoned glue bottles and for the 2 days we'd waited in for them to not turn up. He also said he will get the fitters to return to do the 2 windows with missing child locks. The fitters did return, but only done 1 window. So we have 1 outstanding. I tried ringing the area manager again, and it went to voicemail. This was over a month ago and I've not heard back. I'm done chasing them, as it took months for someone to listen in the first place, the amount of times I've had to contact them, I'm all out of trying. We had many other issues, but it was definitely a life lesson for us and we pulled out of having other works done due to this experience.