Fenster Glazing

Positive: Quality
Jan 14th, 2023

Positive: Professionalism, Punctuality, Quality, Responsiveness, Value Service: General door repair
Dec 25th, 2022

Positive: Professionalism, Punctuality, Quality, Responsiveness, Value Services: Window installation, Double pane window installation & replacement
Oct 5th, 2022

Positive: Professionalism, Punctuality, Quality, Responsiveness, Value Services: Window installation, Sliding glass door installation & replacement
Sep 2nd, 2022

I've waited quite some time to place this review and do so only after considering the details once I'd got over my initial frustration. I'm mindful of all the 5* reviews Fenster have had and thus, it seems, I'm in the minority but my experience was far from 5*. I do want to be fair though and have tried to be below. The initial visit and quoting process was excellent, we were happy with the products and the price and after one glitch over installation dates the fitters arrived to start work. We were made aware that there would be some damage to the render on the house but accepted that risk. At the point at which two windows had been removed a loud noise came from the bathroom and I discovered that a can of expanding foam had exploded covering the bathroom, roof and drive in foam. The fitters were mortified and offered to clear up the mess which I accepted. On overhearing an explanatory conversation with head office I was surprised to hear that essentially HO had told the fitters that they were "on their own" and despatched to B&Q to buy cleaning materials and "paint so that I could redo my bathroom once they'd gone". A brief conversation led to agreeing that it was their responsibility to clean up the mess (including painting the bathroom) which they did as best they could. As a result the fit over-ran by two days and was done over the weekend, which was good of them. However on returning from a day out that weekend we found that the front door fittings were different to the ones ordered and letterbox fitted in a different position to that ordered. Conversation with head office led to them blaming their supplier and promising to get a replacement asap. One of the windows fitted was also very clearly not straight. On reporting this it was suggested initially that we were wrong but on providing photographs and measurements they accepted that the window was some way off centre and that the foam visible around the edges should not be viewable. The new fitter who came to straighten the window was somewhat taken aback as to how skew-whiff it was. A month later the correct door was fitted. A month later than that we found ourselves locked out of the house as the locks were so stiff. Another call out and the doors were re-aligned and the locks now work. (although now, again, they appear to have stiffened up but I don't have the energy to call Fenster out yet again). I gather that some "settling" is normal. I felt justified in asking Fenster for a level of financial refund given all the problems (and the remaining two-tone roof which we've since had to have cleaned). I was offered 100 (it was a 10k total bill) as "we haven't made any money on this job already", which was hardly my fault and does suggest that the problem with the front door may have been a Fenster error rather than a supplier one thus affecting margin. Two stars as the windows eventually look good, service was well-priced but goodness it was a frustrating process. UPDATE As a result of this review Adam from Fenster called me this morning to discuss the problems we experienced and to offer to put anything that is wrong, right. We had a very open discussion and Adam outlined some of the measures that have been put in place since our experience such as customer satisfaction surveys and work review documents. I've little doubt that others that have and will use Fenster will have a better experience than me but obviously I can only review based on my experience. Service: General window replacement
Oct 22nd, 2022