Elmhurst Windows Ltd

Terrible customer service. They never reply to mails, calls or fault reports. Deeply regret ever dealing with them. SHOCKING!
Jan 2nd, 2023

I have left it a while to write a review. We had all windows and a French door relocated towards the end of last year. I used Elmhurst as a lot of neighbours in this area have used them and the price was competitive. Diane was professional and very pleasant to deal with. She was very thorough and I felt after the initial meeting I had made the right choice. The guys that came to fit the windows again were professional and worked tirelessly in the cold weather. They did a fantastic job. So far so good. A day later I noticed one of the locks on the french doors was quite "sticky" and difficult to get the key out. After weeks of chasing, I finally got an engineer to take a look. I didn't get anywhere dealing with Adele however things seemed to be moving whenever I spoke to Richard. I recently noticed that the silicone sealant had either come away or not been applied on the outside of the window on the landing. I emailed elmhurst 3 and a half weeks ago. I recieved an email from Adele stating I would receive a call back. 3 weeks later I have to chase again to be told Adele will call me back by close of business that day. Surprise surprise I didn't get a call. I chased again and finally henry said he would get one of the engineers out which he did. The job took the engineer about 2 minutes I would have done it myself however the window was difficult for me to reach unless I got out on the roof. A 2 minute job took 3 weeks and me chasing to get done. The customer service or sometimes a lack of is why I have marked this down.
Aug 4th, 2022

The service is as good as it gets, Richard employs top craftsman, the windows have enhanced the appearance of the house and added thousands to the value
Aug 2nd, 2022

Such a shame the customer services from elmhurst , false promises , communication , blaming others very unprofessional and the reason I wrote this another false promise . Very poor experience the fitters did an excellent job always caught in the middle having to relay messages to us from the office . The end results are fantastic but if the main men had kept his promise this review wouldnt needed to be made BEWARE first initial contact was fantastic then it all began , yes in covid times but doesnt stop communications and not the need for false promises as we are patient people but you certainly stretched the patience . Please not reply to this review with false reasons or excuses you have had many opportunities to have put it right !!!!!!
May 17th, 2022

We were apprehensive about getting our windows replaced because we had quite a 'difficult' house, pebble dashed, with the pebble dashing going right into the window recesses. We couldn't see how the windows could be removed without damaging it. We used Elmhurst twice, firstly to replace an attic window - to see what the quality was like, and then when we were sure we were happy with that, to replace all 13 other windows and a front door. This also involved encapsulating a stained glass window by the front door. There were some delays in starting the work, but this was because the manufacturer was extremely busy, however Elmhurst did keep us informed of this. The salesperson, Diane was friendly, extremely competent and not pushy which was a big plus as far as we were concerned. The crew who fitted the windows were extremely professional, very mindful of the risk of damaging the pebbledash, and were extraordinarily careful - they were able to take the windows out with virtually no damage to the pebbledash, and on the very few occasions where small bits of pebbledash came off, they stippled the concrete to make it look the same, and even pressed pebbledash gravel from around the house into the frame so it was indistinguishable. They also left absolutely NO mess, inside or out. The house is a semi with a small stained-glass window next to the front door. They said they could encapsulate this, and this was sent away to specialist who does this work, encasing the stained glass panel with its leadwork into a double glazed unit. This takes a little time and was fitted after the rest of the windows, but it is an outstanding piece of work. We are expecting to sell this house at some point and emigrate, so it was really, really important to us that they did a good job and that a future buyer would not be able to chip away at the house value because of it. They did an outstanding job. Update: In the interests of leaving a balanced review, however, I have to follow this up. We had some flashing from the attic window blow off in the recent high winds. My partner rang Adele to ask about this, and he gave her the guarantee number, but before he had a chance to even say which house it was, or how recent the fitting had been, she told him 'we don't stock spares and we probably don't even make that any more'. Bear in mind we had a 10 year parts and labour guarantee. I contacted them by email and said I was not very happy with that response, but I also said we were getting a roofer in to do some other roofing work and asking them if we could co-ordinate the replacement part with that date, and pointed out this would mean they didn't need to organise scaffolding to fix it and I'd asked the roofer to fit it. This was on 2 February. I chased it up a few days later because the roofer was holding the date. Adele's only answer was "The material required can be purchased from Eurocell leeds". No indication of part number, spec, nothing. In spite of asking her on the same day what the part number was, something she could have looked up from our original order, I got no further answer. I contacted Eurocell who were much more helpful, but I still had to climb onto my own ruddy roof to measure it. So: Balanced opinion. A good installation, a lot of people working really hard to build a good product. Some shortcuts, as the bit of flashing, about 2 metres in length seems to have been held on by two screws, and because it's an attic window, an absolute nightmare to replace. However, all the hard work from Diane, the fitters, the guy who encapsulated the stained glass window, who all worked so hard to deliver a good service, let down by one individual who just cannot give a toss. Absolutely terrible customer service and it is really obvious from this that the 10 year guarantee will be worthless. I waited two weeks from my last email with Adele for her to come back to me with a more helpful answer, and none has been forthcoming. I did warn her that I would reflect this in my review. 5 stars has been amended to 3.
Jan 30th, 2022