"Disgusting Customer Service"

Contract ref: P50088

I had my windows installed on 7th -9th March this year, on 14th March I called Penicuik to advise there were a number of defects and I was not happy with the installation.

On the 11th April I had a visit from an engineer who checked over the windows and compiled a report of the issues. I was told I would receive a call from a Manager the next day but this did not happen.

I called on Friday 14th April to be told all the managers were on holiday but someone would call me on the Monday - this did not happen.

On Tuesday 18th April I called again and spoke to a Manager called Gary - He came out to my home on Wednesday 19th April and agreed with all of the faults I reported and advised he would call me on 21st April - Once again the follow up call didn't happen.

On 26th April I received an email outlining all of the agreed work to be carried out, it advised this would be done on 2nd May.

On Tuesday 2nd May no-one turned up to do the work so I called and asked to speak to Gary. He said he would find out what was happening and get back to me. I waited all day and no-one turned up, nor did I receive a call to let me know what was happening.

The next day the workmen arrived and carried out the work over two days. I was still less than satisfied with the quality of the work when they left. The engineers work was still outstanding at this point.

On 6th May I noticed there was something stuck between the two panes of glass on one of the windows. I emailed the manager that day to advise him of this. He returned the email on 8th May asking for a photo which I sent back to him.

To date I am no further forward with the issue despite making numerous calls and emails to both Gary and your "Customer Service" department and a visit from a representative to complete a satisfaction survey on 23rd June. I have a full record of all the correspondence dates etc. including all the calls I have been promised that have not happened.

This is a disgusting way to treat your customers and from reading some of the other reviews on this website it seems this is not an isolated incident.

I now continue to wait and see if/when you will see fit to put these issues right - you certainly did not drag your feet when it came to taking my money!

"BEWARE of deliberate misleading …"

BEWARE of deliberate misleading information by a salesman of a supposed £199 'surveyors fee' this is actually a NON-REFUNDABLE ADMINISTRATION FEE - read terms and conditions carefully and pay no money if you are thinking of cancelling within 7 day period.

I recently was given a quote by a salesman form the Dundee area who stayed at my property for 3 hours, repeated calls to manager, he was in for the hard sale - although the quote seemed competitive and attractive at the time - i did have misgivings on signing a contract on the night which i voiced. Repeatedly i asked for time to think, however the price was only guaranteed for that evening, etc. Eventually i agreed on the premise that i had a 7 day cooling off fee and the £199 i was asked to pay on the night was a surveyors fee which would be taken from the balance when payment was due. I confirmed with the salesman that if i was to cancel the contract within the cooling off period it would be refunded, which he agreed that it would be. He lied - on cancelling the contract i have now been informed that it was actually an administration charge and the company are refusing to reimburse me.

Penicuik doesn't seem to have a problem with their salesman lying as to the purpose of the fee and which i continue to contest. Also found several other discrepancies between what he claims and what is actually the truth about a local double glazing firm. I've no idea if windows are any good, however I would advise anyone thinking of considering using this company to read all the legal paperwork carefully and not trust the verbal information given by their salesman.

"Still waiting. Looks like they are a bunch of crooks"

Contract 51754 (Aberdeen)

I reviewed Penicuik recently. Shoddy workmanship on some of the work they did, and 3 months on some of the contract hasn't even been started. They took my money and then went silent. Not even a phone call. I've tried, tried and tried again to get them moving. Customer services just stall me every time. Say they will pass on a message. 10 days ago they said they would pass my complaint on to the installations director. Still nothing. 3 months of silence. Totally untrustworthy. They have stolen my money. Looks like they are crooked all the way to the top.

"Wrong windows ordered"

Wrong windows ordered, incorrect door offered by an inexperienced sales person, which, if installed, could have caused a serious incident in the event of a fire as it was the wrong material for a flat complex. Constant mistakes made and then countless phone calls about the installation even though I had made it clear I didn't want the work done straight away.
Now I'm being asked for feedback and they haven't even fitted the windows (although they are under the impression it was done in June!)
All round a stressful experience and unfortunately I fear it's not over yet.

"Great windows great company."

Great windows. Delivered by a great company. Although the windows were made by a company down South and fitted by sub contractors. However, everything was completed to the highest standards and I am completely happy.

"Bad experience from start to finish (if they ever actually do finish!!)"

I don't even know where to start. We were promised our windows to be fully fitted by Christmas - on arrival one of the windows was broken but as the fitters had already removed our window before unwrapping the new one they had no choice but to fit it.
Our order had to be changed as they came back to us and said that they couldn't actually supply the velux windows we were quoted for - 7 months later I am still awaiting a new contract to show the new amount we are paying. We took the direct debit option which came out of my bank while the broken window has still not been fixed and is considerably more than what we were told.We had a visit from the manager in Aberdeen who told us the window would be fixed within two weeks - still waiting!!!
I have had to phone customer services every month (at least twice a month) - with every one of them promising me a phone call back withing an hour - yet I am still waiting 7 months on - 1. For my cashback cheque which should have been with us by 2nd week in January 2. Our broken window to be fixed (which has been confirmed on every single call is sitting in the warehouse ready) 3. Someone to actually call me back!!!
I would stay away from the company - the customer service is shocking and you are just told lie after lie.

"To start with I would've given 5 stars …"

To start with I would've given 5 stars as I was extremely happy with the service I had received but the after sales care is ridiculous.
The whole process was very quick and very efficient. We requested a quote at about 9 o clock at night and had a phone call within 10 mins to arrange for Jordan to come to our house the next night. Jordan was running late so his manager called to inform us and when he arrived he was lovely. We were at ease with him and finally decided to go ahead with 2 doors and a side window. Next was the surveyor which also happened very quickly. He was lovely aswell talking me through everything he was doing. I was informed it might be a few weeks before our doors would be ready which I was happy to wait for. In fact they were scheduled to be installed 2 weeks later. The guys that came and fitted were lovely considering it was a Saturday morning install. They kept me in the loop with what they were doing and didn't mind my very nosey 2 year old asking questions and watching what they were doing! We discovered once the front door was in that it was missing a knocker we had requested. Both the engineer and myself noted it on the paperwork and I expected to be contacted on the Monday no such luck and this is where it all went wrong!

I phoned the errol number numerous times that week to see what was happening about my knocker but the number kept ringing out and no answer service meant no where to request a call back. I eventually called head office about it to be told it had to be them that dealt with it and they would send an email for them to get in touch. Cue another few days of no word and still no answer on the number in errol. Called head office again to be told it had to go through errol and they would send another email for them to get in touch. Another 3 days with no word so I phoned again and this time someone answered! I was told that they had just received word about it that day and we arranged for an engineer to come the following Friday (my day off and when available). So Friday comes and I sit in with my 2 year old to wait. I got a phone call to say the engineer was on his way to hospital as he had put a nail through his finger so we arranged for the following Friday. This was an accident and couldn't be helped so I understood completely. Next Friday came and I got a phone call from the office at quarter to nine to say that the engineer had to make an emergency appointment at the dentist and wouldn't be in until later but was promised to be kept in the loop. Got a phone call at quarter to eleven to say that he was going home as he was in agony with his tooth visit rearranged for following Friday. So today was my 3rd morning having to wait in with a 2 year old. The engineer turned up with a gold knocker even tho a chrome one was requested on the original paperwork and we have chrome handles and letterbox. The engineer stated it was on his paper work as gold and he had spent 30 mins locating it. He didn't have one in the van and once again the appointment is having to be rearranged with me staying in on a precious day off with my son.

I am extremely unhappy with how this whole business has been dealt with regarding a silly thing as a knocker. I know a few people who want new windows and doors and I recommended Penicuik to them but have since told them not to bother since the company can't even get a knocker right.

"Great job lovely windows team clean & …"

Great job lovely windows team clean & tidy

"Really great job good fitting teams …"

Really great job good fitting teams could not pick any faults with them.

"I have given 5 stars because they were …"

I have given 5 stars because they were very good..the only useful comment I would make is a little more cleanliness and clearing up better with cleaner mats and sheets..this would have made them 6 star..!!