"Only dropped in for a chat and hadn’t…"

Only dropped in for a chat and hadn’t made an appointment, received quick estimate the same day.

"Excellent service"

Excellent service

"Very easy ordering process"

Very easy ordering process, with very helpful friendly staff.

"Good product"

One of the better products on the market. Miles better than the go to roof light companies.

Price is ok. Yes it's a lot more than off the shelf solutions but you do pay for what you get.

Instructions were a little out of date / not clear however the team were responsive and advised that they were being updated.

"Latter today customer contacted me arranged a refund for which I am most gratefull "

My biggest issue has been around the blackout blind, that I discovered after purchase was not integral with the rooflight and supplied by a third party. I discovered, with further information that the blind reduces the window size and messes up the alignment of the roof light with other elements in the room, I was told I could cancel the blind and get 50% back. When the blind arrived, sometime after the window, I was disappointed with the quality given that it was significantly more than similar on line. A gentleman phoned and kindly offered to give me the blind free- I feel if used it I should be paid for. Last week I removed the cardboard protection in order to install the blind, and it did not work. Sales sent me installation and sync details, it does not work. The remote works, the driver gets power it appears the blind doesn't, I don't want to dismantle to check the mechanism and invalidate my claim. I have sent emails and left messages but customer services does not respond. The sales assistant Sarah does her best.
It is delaying the job, I have no choice but to order a similar blind from an alternate source. Perhaps the gentleman who called before might call again to discuss refunding me

"Excellent service from a knowledgeable…"

Excellent service from a knowledgeable and flexible team. LeeBaan was so helpful.

"Quotation enquiry"

Professional and prompt service to provide quotation.

"Guarantee Issues which ultimately did get resolved."

I have two roof lanterns fitted however at least half of the glazing had failed (with condensation as previous purchasers have also discovered) they were replaced by roof maker less than a year ago…,,

However this year one of the pains suddenly shattered for no apparent reason.. I contacted roof maker and they said I could have broken it ? So they would not replace.

I explained I had not broken it and that they should come and see for themselves that that was the case..
I heard nothing back for a while but eventually they sent a large bill for the replacement.

I had an independent inspection and also by the “furnishings and Home improvement Ombudsman.

The agent (un officially) laughed as he said there was no physical way I could have damaged it as it was the CENTRE pain of a TRIPLE glazed unit that had failed and that it was most likely a manufacturing fault..

I contacted roof maker a week ago and they had not responded (again) so I emailed them today to say it clearly wasn’t anything to do with me and that it needs to be replaced at their cost as it is still under warranty.

Their response (as if they are doing me a favour?) on this occasion, will give you the glass but fit it yourself..
“Broken glass isn’t covered”

well it has been proved I could not possibly break a piece of glass sandwiched between two (unbroken pains) and that it is a manufacturing fault so it should be covered under the warranty.

This is not acceptable and I will be pursuing the matter all the way and legally if I have to. I did warn them I would be writing it up regardless on trust pilot to give them a chance to do the right thing….

I will continue this review as I hear more from roof maker and let you all know the conclusion..

09/12/24

An Update…..

I was contacted directly by the CEO regarding my experience who I must admit was very apologetic and wanted to resolve the issue to my satisfaction.. He had only been in the position a few months and was keen to move forward from perhaps more questionable management prior…
This is all good news and after speaking with Emma, the pain was promptly replaced and is now satisfactory..
Due to the multiple issues I have had over the years with my roof lanterns, naturally I am concerned moving forward with any future potential issues however I have been told that the previous (known issues) have been resolved with new manufacturing processes and if I have any further issues, I am to contact them at the highest level for resolution. This is most welcome..

I must also add that when the pain was removed, the Roofmaker fitters could clearly see it was caused by thermal expansion as the edges of the centre pain were protruding beyond the inner and outer pain thermal seal which is what the ombudsman had also derived.

Regarding the “star” rating I have amended it from 1 to 3. I believe it is only fair to the public who read these reviews to know the full story. The unfortunate truth is that as I have written about earlier, I was sidelined for months and it was purely due to my review here and my own independent inspection that things changed..

I honestly did not want to put this experience in to print however I gave Roofmaker an opportunity to resolve this to my satisfaction as I was going to write a review regardless and it’s direction would be weighted by their response / resolution…

As you now know it has been resolved to my satisfaction and I am of course grateful but you can see the back story and it should never have come to this. I appreciate the CEO is new and I must stress he was most helpful. I hope moving forward that customers genuine issues are given the credibility they deserve..

Again thank you

06/03/25

Unfortunately a further issue

I contacted Emma Mackay a week or so ago due to a further issue with some of my glazing units and she got back to me straightaway. I’m pleased to say that she got right on to the issue and had a team of engineers come out and replace the faulty units very quickly. I was exceptionally pleased with the result and more importantly the commitment from Roofmaker to do the right thing (thank you CEO Kishan Bhogaita) for being true to your word to me and steering your company towards excellent customer service.
Consequently I have yet again update the score upwards for the business (4*) Again thank you !

"Efficient"

Efficient, knowledgeable and all round very good

"The Warranty works!"

We've had a Roof Maker skylight for some 7 years. Recently we noticed some condensation at one end - contacting Roof Maker and getting confirmation that this was an issue they would resolve under the Warranty was straightforward, met with a positive response and excellent work when the issue was fixed. It's nice to know that this company stands behind the Warranty if offers.