Andover Glass Works Ltd

From the moment my call was answered to the time I picked up my mirror glass, the service I received was top notch would definitely use them again.
Feb 6th, 2023

It pains me to give any family company a 1 star rating but I trusted Andover Glassworks to sort out the roof lantern installed with a 10 year warranty, in my dining room, above my dinner table but they have completely failed us. Problems started immediately. After 10 annual visits (during summer we had fewer issues of course) in which they found major problems with their own installation and major draught issues.. their MD visited on many occasions and each time found another major fault which they proceeded to fix. Despite this I believed they were determined to find and fix ALL of the issues THEY uncovered (from gaps in the glass to zero insulation), we continued to suffer from major draughts that ruined our family time in winter (unable to sit at the family dinner table!) and my pleas to replace the poorly installed roof lantern fell on deaf ears. The final straw was when the rain sensors failed to work and were opening in the rain instead of closing, and while we were in bed! Then one evening some months ago when a bolt fell out onto the table below, we reported it and have had no visits since and, despite saying they would fix it and the rain sensor motor, Andover Glass wrote to us and assessed us as having a normal expected level of draught. This is extraordinary when the inspector came and could feel the draught! We cannot sit on the rhs of our L-shaped sofa as it backs onto the dining area. We cannot use the dining room table for work from home or dinners as you get a draught on your neck and food quickly goes cold! We are having a new lantern installed next week with their local competitor despite theirs still being under warranty. The competitor's surveyor came out last week and stated that the lantern 'has not been installed square onto the upstand that it sits on'. If Andover Glassworks found this, they never told us. They sold us a faulty lantern with badly trained installers who also removed our new wooden french doors in the kitchen. I came home to find them chopped up on the patio. This forced us to insist on replacements as they initially said we would be supplied uPVC replacements "at a discount"; I failed to have my wooden doors replaced but ended up with "free" uPVC ones - when those doors were never part of the renovation quote at all. I still kept my faith in them. Well now I am appalled that we have lived with this problem roof lantern for so long which still has major draughts and we are now paying out for a whole new one. We had underfloor heating installed in that room, at the same time as the roof lantern, which is constantly fighting to get to ambient temperature; we have installed 3 pumps in our new boiler and frequently hear it running during the night trying to reach temp!! They have cost us a fortune and most of all, impacted our family life. My children have grown up with this ridiculous situation. They have taken advantage of my faith in them. They found, after 8 visits, that one of the electric vents did not return to its correct position when closing, but was 'offsetting' to one side.. this was said to be the major problem when it was finally discovered. They put a temporary fix in that was due to be properly fixed and has now clearly completely failed and they have not come back to fix that. They uncovered this problem using a leaf blower and hanging tissue. They may say that they returned 2 years later with a leaf blower and found it fault free but this temp fix is completely leaking air now and their air blower never assessed the lantern being offset to the upstand underneath the lantern.. only the area above the lantern! We felt after that visit that the hanging tissues were not placed correctly anyway. As I write this, my right hand, arm and shoulder are freezing as that is the side the lantern is on. I am heartily sick and tired of repeatedly dealing with this company. I hope this company recognises that I was polite & clear with them, always kind to their employees and gave them ample opportunity to fix or replace this faulty lantern and its dreadful installation.
Jan 8th, 2023

Dec 31st, 2022

Really quick call out time. Fixed the issue very quickly Perfect service thank you
Nov 11th, 2022

What nice people restores your faith small companies still give great customer service.
Sep 5th, 2022