“Initial salesperson was courteous but I feel misled us into thinking the order would be 2 weeks speedier. Then the surveyor didn't show up for his appointment. The admin manager was unapologetic about this and generally aloof in her tone in my opinion in all dealings, although the general manager later apologised. The window was fitted satisfactorily and the fitter was courteous. However he was 30 minutes late, didn't call to tell us and didn't clear up after himself. There was mess left in the work area and up the stairs. Their quote was the cheapest and the work was ok.”
– Customer in Brighton, 7 October 2013
Response from Countryman Improvements Ltd:
We have in place a complaints procedure. The customer refused to take part. Everyone criticised has been interviewed, and as a result, it is apparent that the review given is misleading, inaccurate and unjustified. We failed in our usual high level of service on one count, and one count only, in that our surveyor could not attend at the time booked, but did not ring the customer to say so. We apologised for this immediately and booked him for the following day.
The installer is a very experienced tradesman and is adamant that he did, as per our normal procedure, use dust sheets and vacuumed after he had finished. He explained to the customer when he arrived that he had been held up in traffic and had some difficulty finding anywhere to park.
As far as installation time is concerned, we offered the customer an earlier installation, but she refused this date.
This report does not describe the standard of care that we are dedicated to here at Countryman, and upon which we have built our reputation over the last 25 years