"Patio Patience!"

Had a new patio door installed recently. I was phoned on a Friday afternoon, message left on answering machine that it was Penicuik, no message but my door was due to be installed on the Monday,by the time I got the message, the office was closed so i had no idea whether the installers were coming or not! Needless to say they did not turn up! another date arranged and would you believe the exact same thing happened again! but the excuse given this time when I spoke to the area manager was that the glass had not arrived, seems a bit strange! Eventually, he arranged for 2 installers to come on a Saturday morning, they were delightful and I am pleased with my new door, BUT this company needs better organisation and communication between depts, not sure if I would use them again although the workmanship is very good

"7 months later installation still not…"

7 months later installation still not complete!

Had there sales rep out on the 1st February 2018, signed up to have all our windows and doors replaced, all seemed legit until I googled the company the following day, called salesman to raise my concerns, was told company was a local Scottish well established company, lie 1 its not, raised my concerns about no mention the company had went bust in 2017 and the name taken over by the new owner, the number of negative complaints to be told these were mainly from before the administration, lie 2, this is not the case, anything with a U is the new company, I listened to the rep, and decided to proceed with the order, was advised delivery would be between 4-6 weeks, when the order was placed I explained to the salesman, that we were about to start renovation works on our property and would like the install to co inside with our builder, again advised this would no be an issue, our builder started week 5 and I text our salesman to ask if he could advise installation date, no call back but a number for me to call myself, excellent customer service right there. He was happy to walk out my door with a sale. Called installation company, job worth doing to be advised they had nothing for me and couldn't find me on there system, called customer services, spoke to a lady called Charlotte, she took all my details and advised she would call me back the following Monday, no call back, I called her back a week later to be told, oh I forgot to call you back, she would get a national customer services manager to call me, I am still waiting! Eventually get a message from the sales rep to advise he made a mistake and the order would be 6-8 weeks, surely if you are selling a product you should know the lead times? No is that me just being silly? Advised sales rep to cancel order. Advised a sales manager would call the following morning, well surprise surprise no call received, text sales rep that evening to advise no call had been received, within 2 minutes of sending a sales manager called, expressed my concerns and was told he would call me back in the morning, yes you guessed it no call back. Eventually get a call from installations company install date for 21st March 2018 to be done over 3 days, call from installations company 22hrs before installation to be told my order hasn't completed, can I book you in for the 30th March, advised lady to email her head office back and cancel order to be told you will need to pay 80%, I am sure thats going to happen, called customer services to express my total disgust in this company, eventually get a national customer service manager to look into this whole saga, all this has also been reported to BBC Watchdog, whom advised when I contact them this company is currently being watched very closely. I sincerely hope my complaint is fully looked into and will update with the response. My advice to anyone looking at replacing there windows or doors, stay well clear from this company or any of there sister companies, a national company with a national disgrace to customer service.
Installation commenced on the 30th March 2018, we are now the 13th August 2018 and the installation is still not complete.
31st March installation crew arrived to start install (2 days)French doors were the wrong size had to go back to manufacturer to be altered, back of property left boarded up for 6 weeks, all internal wood work in the property left open as the wood was wrong, external of the property left looking like the house had been abandoned! 6 weeks later fitters spend a further 5 days at my property installing the internal wood works around the windows and doors, replacing the back door which had been installed which was the wrong colour and replacing the front door which had the wrong glass.
French doors newly installed needed to be replaced again as these were faulty. Another 6 weeks wait. I am still awaiting Penicuik sorting the ongoing issues, French doors now on to the 3rd set are faulty aswell, front window seal is burst. The actual manufacturer of the windows have advised that the bathroom windows and the front frosted glass, have been installed round the wrong way, Penicuik have been asked on numerous occasions to provide a compensation offer to which the offer came back at £250.00 which I rejected, they also advised this would only be payable if I removed any comment from Trustpilot.
I had another 2 guys from there installations team at my property of Saturday 11th August 2018 to install the new seal, but they weren't aware of the French door issue nor have wood to replace the facing which is wrong on my front window.
I emailed there customer services manager on Saturday, now 1700hrs on the Monday and no reply.
Please folks for your own sanity stay as far back from this company or any company associated with the Kiaros Group.
I have now instructed a solicitor to deal with Penicuik and I for one will not be removing my comments from this site, leads me to think how many other customers have they blackmailed to get reviews removed.

Contract number given to Penicuik 17th August 2018, now 30th August 2018. NO REPLY!!

Now the 12th September 2018 and no reply! U001468

"great window fitters"

first, salesman was rubbish but realizing this the company asked if they could send someone else out eventually reached a price I was happy with.
The two window fitters Dale and Ross were fantastic, they were really hard working and cleaned up afterward I would give them 5 stars for their work

"AVOID LIKE THE PLAGUE!"

AVOID LIKE THE PLAGUE!
SAVE YOURSELF UNNECESSARY STRESS, MONEY AND HEADACHES AND GO ELSEWHERE!
UPDATE:
**
SINCE posting the review I was contacted and offered installation on the 15th of August(not September as previously advised). I accepted as i was advised I would be compensated but they were unable to give a figure and I was advised this would be discussed before signing for completion. This was discussed and I was offered £100 to which I advised I was not happy with the offer (I lost more than that for just 1 ones days missed work). They advised they would call back-but did not! A REALLY rude manager named George also advised "i have had to take time off work when my kids are sick and i dont get compensated". He continued to speak over me and when I was able to speak he was patronising and unprofessional. He advised he would email me so i could return proof of lost wages, I mentioned childcare and he advised having 4 kids he also has to pay childcare. He appeared unable to grasp that both childcare costs and lost earnings were as a direct result of the companies failure to provide an agreed service on the original date-he did not email despite me correcting the wrong email address he apparently had. I then checked the windows-the kitchen window was not complete and was still being worked on when the other teams left and when I was asked to check everything was ok.
I am 5 foot 9 and even on tip toes I can not so much as touch the handle as it is too high. I was told it all handles would be lower and the kitchen lower still because of the sink.
I called to discuss this and was told some one would call me back yesterday(17th August). No one did and instead I recieved a letter today (dated yesterday) advising I am being taken to court for the full outabding balance due to "failure to accept the offer of £100".
This company is beyond a joke-additionally I have STILL NOT RECIEVED a response from my original complaint,which was acknowledged but not responded to, but they appear to have the correct adress and email for threatening letters.
As I was typing I recieved a call from the promotions team-telling me about the discounts I could get and the savings if I got additional products! The caller agreed that the provided service was far from acceptable and was shocked the windows had only just been installed 2 days ago. Was advised someone would call me back today to discuss my complaints, but not holding my breath! There is no chance I would agree to additional products from this company!
**
If it was possible to give a minus rating I would! WORST EXPERIENCE EVER(and still ongoing)! 7 weeks later, 3 cancellations by penicuik (including failure to erect scaffolding that I was told was a necessity), and 400+ wasted telephone minutes(used up my phone bundle for the first time ever) still no windows and now being told the first available date is 3 weeks from now-when I would have to cancel work again! I previously attempted to cancel installation as a result but was advised I would still be liable for 80% as the windows had already been made. No mention of my lost wages, time off work, childcare costs, being unable to properly live in or decorate my house which i have now had to move into anyway with my young children, letters (plural) of complaint not being addressed and to date no resolution-the only letter received again highlights I am liable to pay 80% if i fail to provide dates-i am aware of this and there would be no issue if the company had maintained their side of the agreement! I have provided dates-they have been declined!

This company has different departments for each stage of the process and it appears that they do not coordinate amongst themselves as one department does not appear to know what the other is doing. Additionally each time I have called I have been told contradictory information from the previous time (other than I can not cancel).

Initially pressured into a sale, quoted double the price (more than £7000! above the final price). Then advised I had to pay an additional £1500 for scaffolding (that was not fully installed on time but has now been up for weeks and has damaged neighbouring property! It is also placing neighbours at greater risk of burglary). Now being threatened with legal action for "failing to provide dates for installation"- I have provided several but been advised these are not convenient. I have been home for the previous dates but it has been cancelled at short notice (scaffolding not being complete-despite advising of this myself 2 days prior, apparently no parking-despite there being a space big enough for a bus, and offering to move my own car , also running behind with another job).
Being forced to have windows from a company I have lost all faith in, despite them being unable to provide an appropriate date for fitting and being unable to do so in a timely manner. Here's hoping the windows are not as awful and unprofessional as the rest of the service!
SAVE YOURSELF UNNECESSARY STRESS, MONEY AND HEADACHES AND GO ELSEWHERE- I WISH I HAD!!

Reference U006792 customer service has been contacted several times as detailed above!

"Workmen that all workmen should be like."

They arrived when they said they would. They were neat and tidy workers that just got on with the job and made sure we were happy with their work before leaving.

"very pleased with my new windows"

Peter and Adam completed my installation, I was very impressed by there professionalism and workmanship.

"First class workmen to fit my door and window"

The two loons fitting my new door and lavvy window were excellent. They left no mess whatsoever behind them, nae something that often happens with workmen, ten out of 10 for them!
Salesman a bit of a blether, but that’s his job!

"Still waiting for remedial work over a month later"

Purchasing and initial installation of the windows went smoothly, and I enjoyed dealing with all personnel involved up to this point. Windows that were finished were fitted very well and look brilliant... However one pane in my front door unit was not made in cotswold glass like the rest and the pane in the kitchen window cracked. This would have been fine and I would still have given the company 5 stars despite this, but I have been unable to get the remedial work done, and have had issues contacting anyone involved with it. The sales team and initial installation team definitely don't deserve this bad review but a month and a half later and I am still waiting...

"After a few hiccups we had our windows…"

After a few hiccups we had our windows fitted. Very pleased with them and good quality.

"I had a fantastic experience with my…"

I had a fantastic experience with my new windows which were fitted last week by Craig and Stewart. They were very efficient and made a great job, as well as the fact that they were friendly and made me feel at ease. The windows look great and I am really pleased I went with Penicuik.