Countythehomeimprovers Reviews 119

Work involved replacement of kitchen door and doorframe. Service received was of the highest standard from original survey to completion. Project communication was courteous and professional from start to finish. Recommended.

Great experience throughout from consultation to fitting and after care. The sales consultant made sensible suggestions to ensure that we made the very best of what we wanted. The plans were accurate and informative.
Fitters were lovely, polite and very helpful.

I have had dealings with this Company over a number of years. Most recently winter 2022/23. The quality of workmanship has been good and the staff have been polite and professional. I have already mentioned to them that keeping the customer closely informed of timescales etc is important. I am optimistic that this will have been noted. I can recommend this Company.

The quality, the workmanship and overall professionalism is extremely
high. I have no reservation in recommending Countythehomeimprovers!
Mr. F Ng

The product is first class as is the customer service. My window was installed without fuss and on the appointed day. The area was left tidy and all rubbish removed from the site.

We Recently had our windows and doors replaced by county. I just would like to say smooth the whole experience has been from start to finish, I would highly recommend the company. Ryan the fitter installed all our timber windows and our brand new front door. All of the team in the office was efficient and all the making good and little things that others forget were handle in a professional manner.

Absolutely useless company, the only person who was any good was the lady who rang to check up that appointments were kept, which they weren’t!
The first workman never showed up, twice! The boss came apologising for their ineptitude measured up, then never heard from them again.
Enormous time wasters, I do not recommend them at all.

Would give them zero stars if possible.

Initial sales process was relatively smooth including the initial sales visit and then the surveyor visit but then it all went down hill,

The installation date was delayed 3 times and the door was finally installed in early November, From the point of installation the door had 7 faults or issues which have taken close to 4 months to solve including missing parts, wonky fittings and incorrect glass.
The door also didnt close properly and had to have the door frame refitted as it was installed out of line.

At every point I had to chase for updates or for actions to be taken, appointments were missed and I only found out people weren't coming when it was 2 hours past the arrival time and I called the office.

A large number of our issues got escalated to the Finance Director and Operations Director who did not care at all, we had a 12 - 16 month old throughout this process and the constant appointments and missed appointments was a complete nightmare that they never took any consideration for.

I knew it was time to stop fighting on this when the Operations Director stood in front of me and said "you cant have perfection in life" as I explained my displeasure with a the two remaining issues.

Terrible company, poor ethics, atrocious admin, and terrible customer service.
AVOID!!

UPDATE - Company decides to argue the point on my review with their own inaccuracies,
The showroom visit was to see the door colour in person, not the type of door, we only had a brochure to go on from the visit of the salesperson and their description, no mention of the slam shut in the description or the name of the item,

Of course the concerns around the locking mechanism and the fit were raised post instillation rather at the point of the sale, the item was not installed in my house and showing the faults until it was installed. It seems bizarre to suggest I would see faults on a showroom door!!

Yes the company did respond eventually to the 7 different faults or issues I raised with you but this was over a 4 month period and involved a ridiculous amount of chasing on my part and yes the door is safe and secure but with issues with the product and the overall installation process I would not expect for the price paid, or at all to be honest,

It showing that they took 4 months to respond to this review!

Highlights in our extension build
8-10wk estimate, contract 75k. Now approach wk 20. Not finished.
Changed contract payment terms without explaining. Now paying 6k on completion and not on 12 month finance
Tried charging extra 7k for work already in contract.4 weeks of no work during complaint
Left unsecured and not watertight for weeks
Sewage leak for 3 weeks all over new floor. Finally fixed it, still leaked,
Finished felt roof yesterday, only to find water freely running down internal walls in multiple places in todays rain.
Lost large door glass, used wood panel. Property Unsecured for weeks. Door lock faulty so had to cancel holiday as property unsecured. Only now, 5 weeks on have they ordered new glass.
Trims missing
Every deadline missed.
I could go on but not enough characters left! 1 star is 2 to many in my view. Belong on rouge traders.

OK, I don't understand the other reviews about quality, I have been using County for many years, and never had quality problems.. that said, they seem to have changed their approach in recent years, and now treat customers like fools and cash cows...

So, I must have had 25 top of the range windows from them, top of the range bi-fold doors twice, building works involving steel supports, and numerous other things I can't remember. So here's the thing, they lost my kitchen work during my last renovation on price... I specc'd an almost identical kitchen (and I know what I am doing) with another firm who came out roughly 10k cheaper. I told County this and they immediately dropped their price to more or less match it. I told them that it was too late.. this annoyed me after all the money I had spent with them over the years... now, I just asked for a new window quote this year as a test, with more windows planned imminently... the salesman that I have not dealt with before tried to treat me like an idiot by using phrases like 'its a messy business replacing windows' (utter garbage, and I am happy to paste the email here if they deny this) and a price of 5k for 1 window!!!! this is for an identical window that I had installed from them 4 or 5 years previous for £1300 and the identical window quoted from elsewhere as £2k. So, enough is enough, by treating people like this you are losing my custom... you will no doubt only want customers that do not challenge your massively inflated prices - to help those customers I have written this review. Go out and get quotes for identical work from others before proceeding with County.

The installer arrived with parts of the trim missing and the wrong door handle, but carried on with the installation regardless. We were left with the cavity wall around the door frame exposed to the elements, as well as mismatched door handle and letterbox. The sales team also up-sold us to a higher quality paint finish but neglected to adivse us that the door threshold would not be painted to match our chosen colour.

It took over 6 weeks for County to correct their error, consistently blaming their suppliers for the issues. County were not forthcoming or apologetic about their mistake and had to be chased at every step of the way to get the correct trim and handle. I would never use this company again.

Quality of the doors is great, but I didn't opt for County's own brand. Issue was with surveyor not completing paperwork correctly and manufacturers making up the content themselves.

Front door arrived with the wrong glass panels so they had to be reordered. Back door was made with the door hung the wrong way, should have been to the right and arrived to the left.

I was offered a small refund to keep the door hung the wrong way, which I opted to take.

The glass for the front door was supposed to take a week to arrive, I had to chase after 3 as hadn't heard anything. Not the service I would have expected. Fitter arrived same day which shows I'd been forgotten rather than them not having the staff to come out to me.

All in all not a fantastic experience.

Windows developed a fault after 8 years (the wooden windowsill split into 3 pieces). Contacted county who said they wouldn’t honour the 10 year guarantee as they believed that somehow this was due to lack of maintenance. They did offer me a pot of paint as compensation.

Booked an appointment for yesterday 27 July 2021 person did not arrive called his mobile no answer left a message no reply. called the office they said they would get back to us still waiting . Will not use this company very poor customer service !!!

I had a hinge problem with a window fitted by this company some years ago. We had to call them out twice shortly after the original job and now that time has passed they have not shown any interest in doing the new and necessary repair work. We would, of course, pay them. Hopeless case but pleasant on the telephone!

Poor communication throughout. They wrongly assumed party wall could be used and was almost built upon. Project was not managed and relied on us chasing and directing them. Got the impression they lost interest half way through the project and certainly no pride in their work towards the end. We were led to believe some items (eg skirting and step) were included as they were discussed and measured during survey. Then told they weren't included and we'd have to pay extra. Plastering at base of wall so poor that we have no choice but to add skirting ourselves. Finished project was not checked at the end and left very untidy (dirt, dust, cement and plaster left on new frames). 5 stars for chasing interim payments other than one occassion when they called at 8am for £3k as a crew was en route (but we hadn't been asked for payment/sent invoice before then). This is a short review but I could write a book on the shortcomings. Overall, construction seems solid (so far so good) and the crews were friendly and professional. Sour taste left in the mouth by a list of problems and I certainly wouldn't recommend to anyone

I chose this company even though they were more expensive because I trusted them , liked their design for my orangery, and the short build time of four weeks.
I should have paid more attention from the start, because the salesman carried no samples. Consequently I had to travel to their showrooms, under my own initiative, on two occasions, to get details of fixtures and fitting to pass on to the salesman.
After the surveyors’ visit I expected to get a start date. After waiting nearly three weeks, I contacted them, and a week later received a message left on my landline, saying it would be in three weeks time. I needed an actual start date, as I had made them aware that their work needed to be coordinated with my plumber. When pressed they informed me it would be 2 March, or we could get in sooner, we’ll let you know!
2 March came around. I had spent weeks preparing; clearing out out-buildings; clearing the garden; and having a new boiler installed. I got up early to be ready for them at 8am. Time passed. No sign of anyone. Then at 8:45am I received a phone call from the surveyor to say they had had a building meeting and issues had been raised, could he come and see me at 3:30pm. At 4pm there was a delegation on my doorstep of the director, surveyor, and Salesman.
The upshot of their issues related to addition costs, which they blamed the salesman. This was embarrassing and unprofessional to do this in front of a customer. Items missed included; the council license for the skip; toilet removal in the shed (which the surveyor had flushed, but the salesman said he was unaware was connected to the sewer); ten metres of sewer pipes; and the services of a quantity surveyor to ok an RSJ. And the cost: An Extra £4500 (making it £3120 per sq metre) before they started work in possibly a week’s time. Trying to salvage my project I asked if I paid this money, would it be fixed and no more? The answer came from the surveyor who said unhesitatingly, “No We Haven’t Got X-Ray Eyes, We Might Uncover a Well or Something”
The Director from the start gave me a lecture on how they were an ethical company, not like other companies. But this was betrayed by the cheque he had on him ready to return my deposit. Clearly they no longer wanted this job after three months of string me along. They had easier and lower hanging fruit to pick.
I was totally blindsided and distressed by their incompetent and insensitive treatment. You can draw your own conclusions about how this company treats its customers and weather they are either competent or fair.