VELFAC Reviews 460

I have a Velfac energy 200 sliding door between the living room and the balcony. 1.5 years after moving in the door started having issue closing. I raised the issue with the developer and about 7 weeks later the contractors came and replaced the part that was causing the issue. The door seems to be working fine now and there are no issues so far. One thing that could have gone better was scheduling. To my surprise the contractors showed up early in the morning after I said I would be available starting around noon. It was a bit stressful as I had meetings around the time but in the end it all worked out. The contractors were very nice and respectful. Communications with the Service Coordinator were great and I often received speedy responses. I appreciate the contractors for doing all the hard work and the Service Coordinator for making this happen. Thank you.

ASD Servicing handled a tricky service call for us. We were very happy with the result, and so was our customer.

prompt response to my enquiry and thereafter in a series of follow-up clarification.

We have used Velfac for 3 separate phases of our project over a number of years now.

The products are well designed and their back office support staff (specifically Stephen & Adam) deal with any issues quickly, politely and efficiently.

In times where true after sales service seems to be lacking it is nice to have such good people to deal with who have turned potential issues into a pleasant and friendly experience.

Stay Away from Velfac supplier Thames Windows & Doors! If things go wrong, they will not be your champion. They will not admit their errors and will not support you as a customer. I recently extended my kitchen and used Thames Windows and Doors to purchase Velfac windows. The customer service I received from them, for an order well over £10k, was beyond disappointing. They mismanaged expectations on delivery dates (ruining my build schedule by a month), they didn’t order the cills and they refused to admit any culpability. It has cost me hundreds of extra £ to correct their mistakes. While the windows themselves are great, but I would use any other supplier than them to get Velfac, not this company.

Miles at MLO has been a great help and solved one of our headaches! We just moved in and noticed these and he came in and solved all problems and advised what to do to maintain these in the future. Definitely worth it!

Excellent Customer service from Carey!
The engineer was highly skilled and friendly and successfully fulfilled my warranty repair
Thanks!

We had a large ground floor double glazed fixed pane broken by a stone. The process of replacement was straightforward: Velfac were able to identify the relevant part from a photograph and manufactured the replacement. There was some delay, because Velfac do not appear to carry any stock of parts. The replacement window was fitted by Velfac's subcontractor, MLO, who made (and kept!) the appointment. The removal of the broken pane and the fitting of the new one took less than an hour, and everything was left clean and tidy. A good performance.

We moved in to our new build a year ago, one of 32 Hyde houses on our development. During this time, despite multiple attempts at repairs, both the upstairs & downstairs corner windows continue to leak (2 other properties had this problem), the juliette door continues to leak (other properties have had this problem), the sliding patio door broke before we moved in (as have many on our site). A non-compliant window was fitted in one bedroom (which we are still awaiting replacement. Generally the aluminum windows attract a lot of condensation despite using all the fans/ventilation correctly. The windows seem over engineered, overpriced, cluncky and prone to breaking. Our problems may have been exacerbated by the construction company Westridge but it's been a very difficult process between Velfac/Dovista/Hyde and Westridge to get any resolution one year on. Def would NOT recommend.

Oh so nice when you’re spending 10’s of thousands of pounds. Totally non existent when the problems start. Firstly we used the approved installer for Cornwall who turned out to be approved by going on a course for 3 days but then sending guys who had never fitted them before. Velfac’s response ‘oh yes that’s terrible we’ll get it sorted’. Reality, nothing we’re on our own now taking the installer to court. Damage caused to the window frames by wrongly installed brackets. Velfac, it’s not our problem it’s the installers fault. The installer it’s not our fault it’s the manufacturer. Leaking windows now 3 times. We have a new installer who is excellent but he’s received like us, absolutely no support. I have honestly never known service like it, or lack of service. Can we realistically do anything about it, probably not apart from explain to other developers the situation we’ve had and let them make their choice (which they have) and that’s cost a lot more than helping us find a solution would have done. There are many good companies out there, my advice would be find them and don’t make the same mistakes we have.

Pretty poor service - both ADP & Dovista found lacking.
3 months+ to receive an order - had ti chase repeatedly for delivery date.
When finally delivered, the glass was cracked. Chased repeatedly for answers re when it would be fixed - after multiple chases & escalation with ADP and Dovista over the course of a month, informed replacement would be delivered in another 2 months.
This means it’s 6 months to deliver - no compensation, no apology, just poor customer service. I’d avoid if you can.

I received excellent customer service from the company.
We reported a problem with one of our sliding doors and Tila, who handled the communications, was fantastic in answering all of our questions and making sure everything ran smoothly. The engineers, Eddy and his colleague, fixed the door quickly and effectively. Additionally, they provided valuable advice on how to maintain the doors for optimal performance.
Overall, the service provided was great throughout the entire process.

I reported a problem with some sealed glazed units, misting inside between the panes, to Dovista customer service and after providing some photographs and information received confirmation from them within one day that the units would be replaced with an indicative date for the work to be carried out. Excellent no quibble service.

Very good customer service. Quick to respond and our door is perfect once again.

Great after-care service re fixing a faulty window closing mechanism...excellent customer-service from Alison at head-office and great team attending site with whole job completed before expected and in under 30mins

The personnel arrived on time, were very helpful, serviced the doors, gave me some excellent advice on my fish pond(!) and were very pleasant throughout.

Altogether excellent, many tks
Patrick White

The service and the response from office Tella and engineers Sam was very professional and high quality job. Very good advice and excellent product information. I would like them always to provide me a service for my windows. Thank you

This is the second house where we have used Velfac windows and quite honestly they are the best windows for the money you can buy. They also have a very helpful back up service and obviously know what ‘good customer service’ means.

Having used Valfac on numerous occasions I’ve always found them to be very helpful when trying to identify the parts I require. Excellent customer support and I can personally recommend them.

My profuse thanks to one of your customer service colleagues, Stephen. I just wanted to say how much I appreciated his help, and in-depth knowledge, and advice. He went out of his way to solve my slightly complex problem. I could not have wished for a more comprehensive and competent service than the one provided by Stephen.

Kindest regards

Ralph