Hello Tony (Field Manager) & Anglian Team, The Anglian built conservatory was completed at my home, 15 Louis Fields, Guildford- GU3 3JG around September 2012. I noticed severe leakage in the conservatory on 17/12/13 & lodged a formal complain. The first team of your technicians arrived on 06/01/14 and thereafter several different technicians have come to rectify the faulty conservatory and stop the leakage. Regretfully, nothing has been done until today except each one complaint of his predecessor of doing a WRONG job. It has been over 2 months since my house is upside down and we are literally pleading with you and rest of your office to PLEASE do something technically correct to rectify the faulty manufacturing and installation. I am very sorry & disappointed to inform that you, your technicians and company have been totally incompetent to undertake this job. You are aware that as a result of heavy leakage and water drop & accumulation the entire new wooden flooring of the conservatory has been uprooted and the flooring having swollen has been dislocated all over. The result being that the entire floor is uneven with wooden planks are out of their groove which is a serious accidental hazard and can hurt & cut a human limb. My daughter is 8 months pregnant and I am seriously concerned that any serious damage to her health may happen due to the flooring out of its groove & uneven. It goes without saying that God forbidding if any damage or injury happens to any of us then the entire liability shall be yours and our companies. This note may please be taken as my final notice to either complete the job in next 4 working days or else my claim for total refund of payment shall be handed over to my lawyers which will include cost of all the consequential expenses, harassment, anxiety and discomfort caused due to a faulty and rubbish product. The total dismantling and reconstruction of conservatory then shall be handed over to a more competent outside agency at your cost & consequences. On Monday, 10/03/14 I shall also be making a formal complain with the local police department showing them the damage to the household due to faulty workmanship and more so ever for the threat to life and limbs. I am left with no choice left than to take the help of law to safeguard the life of my family and also the expenses incurred. This copy of complain shall be sent to you, your office and my lawyer to record the above stated claim. This shall also be hosted on your company's website. A copy of this formal complain is being sent to my insurance company to record the damage to the household and claims. A copy is this message is also being hosted on your website for general public to note the lack of professionalism, poor quality product supplied and inability to attend to service. This is not withstanding the fact that you choose not to respond or return various calls made on your mobile 07918 640712 & voice messages left with requests and pleads to attend to this job. In civilised world this is called uncouth, arrogant and Unprofessional behaviour and attitude.
Yours, Viren Mundra 15 Louis Fields, Guildford - GU3 3JG
Went with Anglian as a respected long established company to have all UPVC windows replaced. God do I wish I hadn't. Product fitted and day after reported some snagging faults. Two windows fitted wrong so couldn't open them without damaging and another had a large scratch. Also reported the fact that the windows rattled. Despite repeated calls and letters even to the CEO they refused to discuss or fix the rattling. Was told the scratch could be 'buffed/polished out' stated I wanted the window pain replaced repeatedly. Five and a half months later finally two windows fixed, but the fitter said no way could the scratch be buffed out. So by the time the glass is replaced it will be six months down the road. Completely unacceptable. Appalling customer service, if I could give zero stars I would have done so. Would recommend everyone steers clear of their shoddy service.
Our experience similar to others. we ordered a new door from Anglian Home Improvements in September 2013. After many phone calls by us to the ompany, door finally arrived December 2013. The door we had ordered was to be in Eucalyptus color with black fittings. However not only was it the wrong color but also had thr wrong fittings. The door that turned up was bright turquoise with gold fittings. Now late February 2014 reluctantly the company has agreed to respray door to another color but will not give us discount for the long delays and say it is our fault because we wouldnt accept the door. We ordered the door in plenty of time before winter as the door opens directly into our sitting room but have had to make do with our old door throughout this terrible winter with sponge around the edges and bubble wrap across the letterbox. Bur most frustrating and stressful of all is the total disinterest of the staff across all levels. There is something seriously wrong with a company which states in its marketing 95% customer satisfaction when there are so many reviews indicating completely the opposite. How do we get get this information out to prevent other people going through the same experience. So wish we had read these reviews before signing the contract.
As I write this (22nd Feb 2014) we have been waiting just over 6 MONTHS for three windows and two doors!
The story is sooo long winded that I can't write it all out again (having written numerous emails and letters) but please heed the advice of myself and others, find a local firm where you can knock on their door if there's a problem!! If you don't you'll regret it.
We have written legal letters to Anglian who is holding a £1000 deposit, they have failed to respond on time and have made zero contact with us by phone or letter. When they don't want to speak, they simply don't. You'll spend hours on the phone to the very nice people in customers services who will agree that the service you've received is very bad, but they have no power to sort out your problem. You'd honestly think that a large company like Anglian would speak to those customers who are having problems to help resolve the issues, instead they get aggressive with you and stop all contact.
I wonder if this post will get a response on this site from blog@anglian... Offering to 'look into our case' and seemingly wanting to help?? In my opinion, you guys shouldn't be trawling the reviews pages offering help to those customers who have lost all faith in your company, instead sort out these issues BEFORE customers feel the need to warn other potential customers to avoid you!!!!!
I will review again once this is resolved....let's hope it's in 2014!
******IN RESPONSE TO BLOG@ANGLIANWINDOWS******
I was informed by your customer services (after I called them again!) that Martin Dempsey, who is apparently in charge of the Central South Region, received my letters (by email) advising that you had failed to complete any of the works agreed and signed for back in August 2013. Neither he nor any other member of your company has contacted me to apologise or work out how to resolve this issue.
My point - What help can you offer? Unless of course you can escalate this matter above Martin Dempsey to someone who will actually offer some customer service? Today I have taken further legal advice and will be sending you a final letter before I take you to court. This is NOT some idle threat, you have had £1000 of my money since August 2013 and I have received nothing but bad service!
As I write this note I am a bit conflicted. Firstly, I thought I took the right decision to go with a premium installer for our conservatory (against my wife's better judgement) and secondly because on two occasions Anglian did respond timely (albeit to less minor issues).
On this occassion the issue is a bit more serious. Recently it was brought to our attention that our conservatory is shifting away from our premises leading to gapping holes and the family having to ABANDON the use of what was the main reception room.
Since November 2013 (today date is 21 Feb 2015) we have been trying to get Anglian to look in to the issue. Two person visited between November and December (the last of which was a manager) who took photographs and promised to have Builder rectify the issue before Christmas. Well I did not ask the pertinent question of "Christmas in which year" assuming instead he meant Christmas 2013. To date the room has been largely unuseable and when we do you it it cost a fortune to heat.
Be careful of the "Anglian" Brand. It is in my view not worth the premium paid especailly as you have no "right of access" to the 10 years guarantee widely proclaimed
Not a first time success story but eventually acceptable. Today the patio doors refuse to lock so i called for service thinking they would treat it as an emergency, earliest appointment about a week away, however they will provide a locksmith at my expense to sort the problem (some guarantee).
Products fitted were heavily damaged and parts missing - Anglian agreed to replace - 2nd installation the products were damaged and parts missing. 3rd installation ...... Who knows? Reported faults not responded to - poor customer service
Anglian apologise but keep making mistakes - best to avoid and shop elsewhere.
After a burglary, Anglian installed a new patio door frame that was 8" too small leaving a gap between the frame and the house. They propped it up on bricks from my garden "temporarily" and left it for 2 weeks. They mistakenly threw my house keys away (in the company skip) - not ideal after a burglary!! 2nd visit they brought doors that opened into the house instead of out to the garden. I complained to the CEO and this is the unfeeling response I got "I would sincerely apologies for the concerns expressed within your communication and for the delays and inconvenience which you have suffered in this matter. I have asked to be kept fully informed and although Anglian Windows Limited does not offer compensation, if you have incurred proven quantifiable loss as a direct result of the issues detailed within your communication, on receipt of your claim, I will discuss this matter with our Legal Advisors and respond accordingly". NO customer care, putting the onus on me to claim for "proven quantifiable loss", and mentioning legal advisors to try and put me off. It took 10 weeks to get my windows properly fitted and they simply do not care! Having received the above from the CEOs office administrator (the CEO/Customer Service Manager avoiding contact with customers at all costs it seems), after the final installation I refused to pay the full amount as this was the only way of getting any recompense at all. I was asked to pay full price (nearly £3000 - no discounts!). I reluctantly accepted a paltry £125 discount as after the stress and upset of a burglary this was the last thing I needed!!! I will never, ever use this company again. The only positive was that the installers were all great, professional and friendly. The one star rating is aimed at the customer service from the CEOs office and lack of contact throughout from the branch
In November 2013, we were visited in our house by Anglian Home Improvements sales representative, called Dave or Davis Rep Number 3504 844 , to discuss options for the replacement of two front doors, a door panel and a porch window. Firstly he took the measurements according to our requirements and then he sat down with us to discuss the available options. He opened a few catalogues and asked us to pick up our favourite from the given choices. We wanted something more special on the front porch door and that was why we picked up the Jubilee door in white with decorative bevelled diamond glazing, the second door shown in the below picture.
The salesman filled in the quote/ order forms, supposedly according to our instructions. As we accepted this person in our house we trusted his competence in terms of his approach, his knowledge of the product and the relevant documentation. We showed the salesman a couple of local supplier’s quotes, he phoned his office manager to obtain an approval and he agreed to come down and nearly match the quotes from local suppliers. We knew that the quality from Anglian was lower and the price a bit higher than that from the local supplier, but the customer care was vastly important for us. So on the basis of this trust and the price we negotiated that we decided to sign a contract with Anglian again. We opted for the “gold account”, which we were left to believe it guarantees and promotes further Anglian's customer’s satisfaction. Not long after the end of the meeting, the salesman came back to our house and explained that he is new in the company and he realised that he made some mistake with the total amount in the order form. He came back in and we let him re-write the order form with the correct amount. He ensured us that our order was all correct and in place now, leaving the attached copies of the forms. During the surveyor’s visit in December we received a copy of notes, which we believed was prepared to our original order instructions. On the 24th January 2014, the things started to fall apart when the installation team arrived at the property. They removed our old external doors and were ready to install the new ones, when I noticed that the porch front door was not the one I have ordered and more specifically the glass was not in the correct style. Immediately I told the fitters that this is not what I have ordered and I do not want this door installed at all. I called the Anglian and asked to replace the door. The installation manager (Matt P) had totally ignored the situation and nobody had not even followed the notes of complaint the fitter added to the installation completion report. He advised me to take my complaint to the sales manager in Eastbourne – David. Then I spoke to David, who proceeded to advise to look at the contract, which oddly did not reflect my original order, and he confessed that could be due to the salesman's mispost in the form. He informed me that the salesman was not in office that day and he was going to call me back on Monday with a solution. He clearly and deliberately told me or lied to me that he agreed with me and that the happy customer is most important for Anglian. The installation was completed on Friday, only because the fitters could not leave the property unsecured, but I have not signed the satisfaction notice as I am taking this matter further until I have a full resolution of my complaint. 27th Januray 2014 Monday, I called back both managers David and Matt and they refused to take any responsibility for the replacement of my door. David pretended that he has solved my issue with Matt, using very vague words and not providing any clarity.
Obviously all of the confusion with my door glazing was due to the Anglian salesman’s inability to listen to his customer's needs, poor admin skills and gaps in his training OR on the other hand his great abilities to mis-lead the customers and mis- sell products!
I am highly disappointed and dissatisfied with the way how my purchase was dealt with, the overall product experience and the customer service I got at the end!
Anglian staff showed no commitment to action, great skills to fool even their loyal customers and gain a missale. Is that part of your long term mission and strategy to retain your clients? Missold products,drive poor 'recommend to a friend' metrics and not repetitive business?
Your salespeople and customer service must be the face of your firm and your true weapon to keep customers engaged and coming back in the long term. And the customer feedback is a gift for any business, who strives for growth and good reputation, and is willing to listen to its customers.
I can say for myself that I work in a global organisation on a high management level and lived in UK for that last 10 years and I have never been treated so poorly before....so pity...
Today, 10 feb 2013 Mark P the installation manager ( back to square 1!!!) reached back to me asking for £100 extra payment to replace the door panel! I would never agree to pay extra for something which i have already paid! Anglian's response is a disgrace to their customers! However i do not think that this company deserves my energy, time and money and I would never use them again!!! Stay away from Anglian , go and explore your local traders so you can get the best service and advice and not be eaten by these sales sharks!!!
We bought an Anglian Conservatory back in December 1999, which was installed/completed in October (Yes October) 2000. All seemed well for the first year, until a rook leak appeared.
They came out to look at it, and resolved the problem, but then there was another, and another, and another. Half a dozen or so visits later, it was discovered that 'glass stops' were not fitted, so the sections of the roof were slipping.
However, even after the glass stops were fitted, we have had on average at least 4-6 call outs per year every year since. Even the neighbours were wondering why we always have so many Anglian vans parked outside. Now that the conservatory is out of guarantee, we don't know what costs we are looking at.
We had a couple of further leaks out of guarantee, but they were sorted when some of the glass units had failed and needed replacing (they are covered for 15 years).
I have a multiple page history of all call outs, days spent waiting for technicians who never turned up, appointments cancelled as replacement units have broken or staff is off-sick etc.
We have had every conceivable excuse over the years. After much complaining for wasted time off work again and again, a small (three figure) offer was made which we rejected, thinking of going to court - due to other personal matters that never happened - but around 2008, some major changes happened at Anglian, so things seem to look a bit better, although the problems carried on, and soon after, so did the excuses!!
It has been nothing but stressful through out, and even now, following the recent heavy rain we have several leaks, not just from the roof but also from the windows, so the window board is swelling up as well, and green moss is growing on the inside.
Sure, people put up all the bad stuff, and there will always be good and bad, but everyone on our close turned away the Anglian door-to-door rep after hearing our plight!!
Well, we had our double glazing installed 3 years ago and all was fine until this Christmas (2013) when the weather was really wet and windy. One of the bedroom windows leaks badly - discolouring the paintwork on the windowsill and surrounding walls. I notified Anglian straightaway after the Christmas break and was given an appointment for an engineer to call and assess the position on 8th Jan. This was then cancelled by Anglian and rearranged for 16th Jan. No they couldn't give me a more precise time for the call than "between 8.00 am and 5.00pm" but the engineer would phone an hour before coming. I stayed home and waited. 4.00 pm came and I called the call centre to enquire what was happening. Their helpful staff did their best but (after three phone calls) still couldn't contact the Bournemouth installation depot or the engineer who was supposed to be coming. Is this another case of good customer service is promised when they are selling but it doesn't always happen? Now I will have to spend goodness knows how long on the phone to the call centre tomorrow to try and sort out another appointment and stay home for another day waiting for someone to turn up and assess the damage then another day or more for them to do something about it. Very poor service so far.
Went to Anglian for some double glazing and the building went well.
The problems started when the house began to feel suddenly colder and noisier. We investigated the windows only to find the frame work squinty and air was seeping through the frame!.
We contacted Anglian who sent people out to look at the windows and they said it was fine when it clearly wasn't!. Eventually they lost their temper and started to shout at me declaring that it was fitted properly and there was nothing they could do.
A few months later and numerous complaints, one of the windows began to leak water when the weather wasn't to good. It would wake me up at night pouring in like a tap.
Again I complained go Anglian, however we have received no response and can only conclude then that we have been blacklisted.
Worst customer service ever!. They will never give you money back if you are unhappy!. Think twice please!. Don't make the mistake we did.
We bought our new place in March and had the new baby a month later, so being an older house and thinking of our daughter in the coming winter we wanted to invest in new double glazing. We shopped around a little with Everest and Anglian which we were attracted to because of their good reputation as described by the ads etc. After all a company that big with so many glowing testimonials had to be good and if anything went wrong, well their customer service standards were amazing according to the website and sales reps, so peace of mind all around..or so we thought. Chose Anglian as they were offering a bit more for the money but the quality seemed the same at both long winded sales visits to our home. Was promised a quick turnaround time of 3 days once the fitters started which sounded great as I work shifts and the baby needed as little disruption as possible. Paid just over £8000 in cash for two sets of bay windows for the front of the house, the baby's room window, the porch windows and the toilet and side window. It seemed pretty steep but we thought we were paying for long term quality and good service so didn't want to be messed around. Surveyor turned up while I was at work. Told my wife that 'he bet my baby daughter felt better after relieving herself although not in those words made comments implying jimmy Savilles 'antics' were excusable and was generally quite crude. My wife and her brother who was visiting were dumbstruck by his behaviour and she actually rang me while he was there because she felt so uneasy about him being in the house. He also made a mess where he measured the frames in each room. At that point I was tempted to withdraw from the job but as I had already paid the 10% deposit and we had been waiting for the job to get done decided to give them the benefit of the doubt and proceed. We didnt hear back from Anglian for months so i kept calling the head office and eventually got an appointment for the installation. The contractors for Anglian informed us on the first day that the glass they had been given for the porch was not the same as what we had ordered. They told me they would inform the foreman who would sort it out for us. In the meantime they began stripping the old frames and replacing them. On the final day of work the foreman finally showed up. I asked him where the right glass was for the porch and he told me that the surveyor had 'c*cked up' the design etc. I told him that i wasn't prepared to pay until the job was completed to which he smiled and replied that Anglians policy with contractors was that they don't get paid if Anglian doesn't get paid. In retrospect i should have said that in private as the contractors were in earshot and responded by downing tools. I was then joined in my kitchen by the contractor leading the installation who was dressed to depart who asked me if i was going to pay or not. I demanded to know when the porch glass would get put in and the foreman assured me it would a week or just over. The foreman added that it wouldn't be a problem to install the glass, just to 'leave the porch door unlocked as the contractors all lived local so could come around whenever. These all seemed like indirect threats to me but I couldn't leave the house half done as some of the windows hadn't been put in at this stage and I couldn't leave my house unsecured with a 2 month old baby and my wife at home so i reluctantly agreed to pay. They began work again and then i paid the full amount outright. i was called a week later for my payment details again as the person at the office who took it over the phone had shredded them by accident. I asked about progress on the porch and they told me it wouldn't be long. About 4-5 weeks later and after plenty of calls to Anglian they finally sent a contractor around to finish the job and fix the cracks that had opened up on either side of the bedroom window walls. I asked for compensation for the messing around, the behaviour and overall service which was provided. I was told by the local depot manager near Sanderstead that he would look into it. Over two months later i had heard nothing despite attempts at calling him so i contacted the head office instead. They eventually told me the buck stopped with him and if he refused to compensate me then they couldn't as it turned out that Anglian is owned by franchises and not really the big company as it appears to be on all the ads. Head office were unable to get involved. I was left paying out for a service that i felt was no way worth the amount i paid for it. Lesson learnt though. In future go for a small independent firm recommended by people i know and trust. Family and friends spent a third on their whole houses for good quality and service. I realise that Anglian franchises service may vary from area to area however it doesn't change the fact that I feel robbed!!
I had five windows and a back door put in about 5 years ago from my local 'experts'!! After two leaky windows and a back door needing two replacement looks I got Anglian in to replace the door with one of theirs.
What a difference a bit of quality makes!. They were very good and actually cleaned up thoroughly afterwards! I am now saving up for the windows and would be happy to replace my leaky ones with Anglian's.
Anglian were not the first company to visit us but they are the only one we would choose in the future. We live in an old farmhouse and the third floor access is heavily restricted. Other national companies had asked for ridiculous amounts for scaffolding let alone the two small windows we needed. We were impressed with the product, the price and the guy who came around afterwards to check it all before they processed the order. We were even able to delay the installation and Anglian honoured the order and the price with a tiny deposit. The best bit of all was the fitting which was efficient and timely and the installers were courteous and clearly skilled and trained. I would have no hesitation in recommending this company to anyone for home improvements and next they are going to quote us for our driveway, which is huge as we don't want a local budget builder without guarantees
Very impressed with the company's rep.He explained every thing to me and put me at my ease.He showed me the superb quality of their windows,and as well as pricing the work to be done he made it affordable for me by giving me a monthly payment option.Very impressed with the installers and my windows.Highly recomend anglian to anyone!
From the first meeting with the salesman through to the completed installation, i cannot fault the professionalism of everybody i dealt with. Everything was done at my convenience, so would not hesitate in recommending Anglian.
Had a wonderful experience when I purchased windows from Anglian, was so concerned about the stigma attached to double glazing companies that I was very cautious to say the least. But to my surprise I had the Manager from Maidenhead come see me , a guy called Nick who was smart professional and catered to all our needs, and most surprising the price was very competitive as well. They were not the most expensive and they were not the cheapest but I bought on the value for money and peace of mind, the 50% off promotion helped I guess!!! Installation was great , fantastic fitters who worked all day and did not stop till work was finished very happy. Happy Anglian Customer and would recommend people to first get a quote from them. Many Thanks.