Double Dealers (Double Glazing in General)

Member Name: dibalmond

Product:	Double Glazing in General
Date:	02/12/01 (978 review reads)
Rating:

Advantages: good quality windows

Disadvantages: don't get sucked in by the salesmen

Last year I wanted my lounge window replaced, it was already double-glazed but the seal had broken and the glass was all frosty and steamed up. The 10-year warranty had expired and rather than just replace the glass I wanted the window changed to a patio door.

Staybrite had fitted the existing double glazed windows, but I wanted to get some quotes so I rang a few different firms from the Yellow Pages.

The first firm was Amber Windows, an appointment was made and the salesman turned up on time. He measured the window and got his calculator out of his briefcase. After thumping the buttons a few times he came up with a figure. This was a one-day only price and if I did not sign on the dotted line the price went up by £500. That was enough for me, he was out the door.

The second firm was Coldseal, but they did not even bother turn up, so they were a non-starter.

The third firm were Staybrite, again the salesman turned up at the arranged time. He took all the measurements and came out with the usual sales pitch. Staybrite make a high quality window, the security and locking mechanism is second to none and this is reflected in the price, blah blah blah. Anyway he gave me a price and also said he had noticed that the back door seal needed replacing and this could be done at the same time as the window, all I needed to do was to mention it to the surveyor when he called. I paid a deposit and I was told that I would get a phone call in a few days to confirm the order and arrange an appointment for the surveyor.

The order was confirmed by telephone and post, but no surveyor’s appointment. After about 4 calls to Staybrite they apologised and I had a range of excuses, there was a shortage of surveyors due to sickness, holidays, training courses.

Eventually a surveyor came, from Wales, I live in Birmingham, so this confirmed the excuses I had been given. He took measurements from the inside and outside followed by
photographs. A nice little picture of the window was drawn and I also mentioned the back door seal and this was written down.

All I had to wait for now was the window to be made. A few weeks later I got a call saying they could install the window the following Thursday and it would only be one days work.

Before the fitters arrived all the furniture had to be removed and the carpet was taken up, so I made sure that this was done the day before. That afternoon I had a call from Staybrite to say that the fitters were behind with the job they were on so they would not be able to start my window as arranged. I told the women on the phone what I thought as I had just spent the day moving everything in preparation. It obviously did something as she rang me back and confirmed that the fitters would be coming after all.

The fitters arrived about 9.00am, they got straight down to work and took out the existing window and brickwork beneath it to make room for the patio door. When the time came to put the new window in there was a slight problem, it was too small. They checked and rechecked the gap and the window and yes it was definitely the wrong size. After a few frantic phone calls to their boss, it was decided that the only thing to be done was to fit this window the best they could and to order a new window of the correct size. All the gaps had to be filled so there were no draughts, foam was squirted into all the holes. To say I was not pleased was an understatement, but there was nothing I could do apart from let them order another window.

The following week the fitters were back with the correct window and I am pleased to say this was installed with no further problems. I asked them about the back door seal but was told that they knew nothing about this and the service department would deal with it.

Before the fitters left I was supposed to give them a cheque for the balance and sign a form to state I was satisfied with t
he installation. I did neither, I told them I would be writing a letter of complaint to Staybrite’s Head Office.

I wrote my letter, the reply I got was an apology and an assurance that what I had experienced was not their usual quality of service. They pointed out that until I paid the balance the 10-year warranty would not be valid and as an offer of goodwill deducted £90 from the balance. I begrudgingly sent a cheque for the balance.

What bought all this to the fore again was a phone call from Staybrite last weekend. I was asked if I was considering having any more replacement windows. I said no as I was still waiting for them to finish the work they had promised to do last year. I was asked what it was and I went through the rigmarole of the back door seal. The reply I got was that a fax would be sent to their service department and I would get a phone call in a couple of days. I came off the phone thinking I would not hold my breath waiting for the call and I was right, as there was no call.

I am pleased with my patio door, after all the problems with Staybrite the job was finished well and being able to open the door in the summer is great.

Summary: