“My windows were fitted in Feb 2013, 3 or 4 months later I had a problem with the kitchen window which needed some adjustment, this was carried out with no problem. Same thing now with lounge window. Requested engineer to fix, sent form to fill in with request for a call out fee, I refused to pay this as I have a ten year guarantee. I was informed this did not cover locks and hinges (nothing wrong with locks or hinges). I feel the trader has no idea of customer service, told me to read small print, copy of guarantee comes after fitting and payment. In my opinion he is quite arrogant and I would not recommend him.”
– Customer in Hove, 27 February 2013
Response from Countryman Improvements Ltd:
We believe the comments made are not correct. On our recent visit, the customer told us he is extremely happy with the windows and the service (which included Planning Permission application) we have provided. The single problem he refers to concern the hinges on one window which have not been maintained, as per the maintenance instructions provided with the guarantee. As a result, adjustments are required for which we asked for a call out charge, which we feel is fair and reasonable. He refused to pay this, and decided to post this report, which we feel is innacurate; at no time has he complained regarding the tidiness of the installation. This report is not indicative of the very high standards of product and service which Countryman have provided since 1988.