In my opinion the quality of glass in the windows/door poor, poor finish where the beading joins, lack of quality control on the installation. Had to make several phone calls/visits to the office before any remedial work was started - I feel that we had to push for this to be done.
9 July 2013
Response from Poole Joinery Windows Ltd:
The customer had a straight forward installation of a set of French Doors and 8 windows which commenced on 9 July 2013 and took just over 2 days to complete. Upon completion the customer supplied a snagging list detailing 52 separate items which, in his opinion, required remedial work. Some of the complaints were justified and appropriate remedial action was taken. However, the customer repeatedly rejected perfectly acceptable glass units which complied with Glass and Glazing Federation guidelines. Moreover, the customer insisted that service work could only take place after 12.30pm on Fridays, even though we later discovered that somebody was at home during the week. Our Service Engineer made numerous site visits, our Installation Manager made 4 visits, the glass manufacturer’s Sales Manager came from Manchester to see the customer and one of our Directors made 2 separate site visits. The matter was finally concluded on 16 December 2013 after some 5 months during which time we successfully completed approaching 400 further installations with very few problems. The customer then demanded over 50% of his contract cost as compensation. We eventually agreed to a goodwill payment to extricate ourselves from a difficult relationship.