Energiglass 

*My parents had a bad experience with this company. Terrible finish on the windows fitted, they left paper behind loose bricks to fill the gaps. They had to pay someone else to finish the job. They have photos of the state it was originally left in, which have now been shown to the company but now have heard nothing back. The rest of the windows needed will be bought somewhere else.
...in reply to your response-
Your website is not a reliable place for people to go for feedback of your company! Especially when your company is on control of what goes on the website. The forms you handed out and you took your reviews from are biased, my mum wasn't given a review form to fill in, perhaps you only give those to your happy customers?

Well what can I say ordered 3 windows from this company nothing but heartache.
First two windows were fine fitted but one was measured up wrongly the fitters couldn't do it.
Given another date for 23rd March waited in from 12 til 530 said be there from 12 til 3 phoned 3 times fobbed off be there in 10 minutes only a mile away etc. Needless to say another date was arranged for today for between 12 and 2 didn't expect them to turn up they turned up 20 minutes early!, fine was walking one of my dogs. First off told me window was too big again but after word with a surveyor fitted it. It's OK but left big mess after and now sills need filling and painting. Only gave me 50 pounds off original price for my inconvenience won't recommend them and I have 3 more windows still to get done!, won't use this company again

Came out to my house today and was a very friendly fella, did a free test on my windows and found 2 were losing heat. booked into have them replaced at a good price.

happy with them.

My parents (elderly) have just had two dorma windows fitted (very poorly on one) so my dad asked them to come out and look. They said it’s not good and will do something about it and will receive a phone call that day (didn’t phone) the guys who fitted the windows broke my mums curtain pole and made cracks in the plaster on the wall because they rammed the window in that tight. They best sort this as I am a very protective daughter and will go all out to help them settle this and get the job done properly.

My parents agreed to having one window replaced with Planitherm glass. The fitters that came first time where absolute cowboys that had never worked with wooden frames. They didn't even have the correct tools so tried chopping the frames out with a screwdriver because the surveyor didn't measure the window properly. Second installer came and refitted the windows to a poor standard which has been signed off by the surveyor as being ok. Definitely would not recommend.

When the representative called he measured the heat loss through our patio window and said that his meter read 60%. According to him this was the same through our front windows. We therefore signed up for replacement glass which he said would ensure no further heat loss.

However, we have since had the current heat loss measured by an independent advisor and it appears that the new glass that was installed by EnergiGlass has made no difference whatsoever.

Not only that, your representative, Mr John Heywood, assured us that he would visit us again once the work had been carried out to check that we were quite happy with the products and workmanship, but he has not been in touch since and appears to be unavailable on his mobile phone.

Following on from your reply, I am so sorry to hear about the death of John Heywood. Our condolences to his wife.
However, I cannot tell you how many times we contacted your customer services about the issues we had and we were told the last time that there was nothing further they could do and told us quite categorically that they could not send anyone out as the guarantee only covered the products installed and quite obviously there was nothing wrong with them.

Having discussed the situation with your Customer Services on several occasions and explained that since the new glass was fitted we have been unable to close our patio door and, indeed, your fitter did come down to inspect and said that we needed a new bolt which was quite untrue as we established on taking it to pieces that there was nothing
wrong with the bolt, we have now had to spend out a further considerable amount of money to get the door and window working again. It is quite obvious that we are not going to receive any compensation from yourselves and so looks as if the matter is closed and we must just cut our losses.

Reason: High pressure sales for replacing double glazed windows that were otherwise OK. Misuse of test instruments (as confirmed by instrument manufacturers). Misinformation designed to deceive. Some of their products failed or were installed incorrectly (their assertions were contradicted by national double glazing manufacturers).
Resorted to TS & CAB (themselves incompetent)
Opinion: Local glaziers were preferred many being at least 50% cheaper for same AA-low energy coated glass products installed. High level of competency due to being sole traders mindful of their reputation.

I have written two reviews on this annoying company they keep on calling when I ask them not to call,to remove me from their calling list all to no avail. How could anyone trust these idiots to do an honest job. The first review received a lie that they had no record of their phone call to me well I have a record of it and they have just called me again and I have a record of this call as well, to say they a dishonest and disreputable is an understatement. What do I have to do to make them stop the annoying calls I have reported energiglass to ofcom and tps but they seem to be a waste of space as well

cold calls bullying tactics used. I was told I could get 50% discount via phone call also that this discount could be used uo to 12 months,again the pushy agent said wasn't correct!

i am a appy customer the installation when smoothly and the workers were very professional

This company called my 88 year old mother who has dementia 4 times in 4 hours until she agreed to a visit from them. She is in a council flat so was in no position to buy anyway. Very upsetting for a company to be so irresponsible regarding vulnerable people. Shameful!!!

STAY AWAY and inform elderly relatives.

I have just been cold called by this company.
Firstly, the operator lied, stating that they had fitted cavity wall and loft insulation at my property.
He then went on to tell me that he was booking an appointment for them to come and check my windows.
This all implies a free service is being offered.
I then challenged the operator to tell me where he got the information that they had fitted loft insulation... mmm he couldn't answer that, as it was clearly a lie.

I then asked if he was selling double glazing.... yes he said, well I don't need it and please don't call again, I replied.

I am very concerned at people being tricked into getting a survey from Eneriglass that will undoubtedly highlight they need new windows.... and then being pushed into an unnecessary sale.

Look at the positive feedback (and there will be one shortly after this), there are none that have any more than one other review e.g. I question if they are genuine, but will leave it to the readers to decide.

After a lot off phoning to know movement i had a meeting with citizens advice was given paperwork to start court proceedings and more messing about for court officers case was found in my favour against company recived deposit ,but letter of appology was entirely different replys that they gave on reviews ,so anyone having problems go to citizes advice.and start going through small claims court to get any money thats being withheld

Absolutely brilliant company. The salesman, surveyor and installation team were all very honest and polite. They were the cheapest quote we had and they delivered a great quality product and a great service and only took 3 weeks from meeting the salesman to everything being fitted. They turned up on time, completed the full installation in just over half a day and tidied up before they left. Cant fault them on anything.

I'm embarrassed to say that I signed up for Windows that I didn't need on the 13th nov. After sleeping on it, decided to cancel on the 14th, thinking that would be the end of it. Energiglass took £380 from my bank on the 17th Nov and i've been trying ever since to get it back. No one can tell me when i'll get my deposit back and emails and phone calls go unanswered. Even receptionists agree this is very unprofessional. I can't afford to throw money away as i'm a single foster carer! Perhaps someone at this heartless company will reply to this. Eleanor Horrocks

Avoid this company, at all costs. I was stupid enough to fall for a cold call, after we had noticed a misting in our double glazing.
Energiglass did not live up to the service promised by their salesman: that the windows would be professionally fitted in a one day service. The job took repeated visits two to fit and then two to try and make good, plus several cancelled appointments and an additional vist from their surveyor who agreed that it was an unsatisfactory job. I was intimidated into paying before the job was completed to a satisfactory standard, as the manager Alex said that the workmen would not leave my house until they were paid. He was rude and threatening and said that the contract stated payment on completion of the job, and seemed suprised that I thought this would be after their agent had been out to ensure the job was to their standards, which was what the salesman had promised. The bank cancelled my cheque for me as a result of this experience, which was fortunate as I do not believe that they would have ever made good if they had been paid. None of the workmen carry identity, or any paperwork relating to the job. They issue no receipts and we are still awaiting the promised guarantee. The manager is only available if you owe money, otherwise he does not return calls and he has no message service on his phone. The company seems to keep no records and pull numbers out of the air. They are completely unprofessional. Only use this company if you enjoy being abused and threatened in your own home.

I signed up for window replacements and glass replacements after a very hard sell from the salesman who was at my house for 3 hours. I initially said i wouldn't make any decisions there and then but woukld think about it if he left me with the information. I eventually found myself signing up for the work doing and giving the company a deposit. I asked about the refund of the deposit if i changed my mind and was shown on the contract that you had 7 days to cancel and would receive a full refund. After having a sleepless night and feeling very foolish for being persuaed to do something against my better judgement i cancelled the order 2 days after placing it, both in writing and by email. I have made several phone calls to the company and each time been told they received the cancellation and someone was working on it, they promised i woulkd receive an email.I have neither received an email or a refund of my deposit !!

27th November,
I haven't yet received the deposit, hopefully it will be in my bank account by the end of the week !!!!

MUST READ.......
Cold called my elderly mother who has Alzheimer’s in 2016. They had taken no deposit but were fitting £3500 pounds worth of windows to a small flat. The flat is part of an housing association so the outside of the property doesn’t belong to my mother!!!!
I telephoned them to remove the fitters off site immediately. I explained in depth the vulnerability of mother......
AND GUESS WHAT...... AS OF TODAY 15/11/2017
They sent a rep today to get her to sign up to purchase windows....( on cctv)12 months after the same company had already sold them to her. 12 months after they were told if her condition. Now part of a safeguard vulnerable adults inquiry by the local authority and reported to trading standards.... Be very aware. Oh to anyone from Energiglass wanting to reply to this, don’t bother. You can do it in court. It’s true, it’s real and it happened.......

IN REPLY TO YOUR REPLY ...... I spoke with you today on the number listed below!!!
Was I mistaken about that?
Did I imagine fitters at Mrs Masons address fitting windows? Really. And the fitters being told to leave?

You may have no record of sales as you didn’t get paid. You fitted double glazed units to every Window except the patio. You did not take a deposit as I have power of Attorney for Mrs Masons money. So like I told you last year, what company make £3500 ( small flat) worth of windows and shows up to fit them without a deposit ?? You have no records? You must have a record of the order....

I will repeat again. It was without doubt your company, it without a shadow of a doubt happened. And without a shadow of a doubt you called this week to her address. Don’t you know who your reps are visiting?? Oh and Mrs Masons carer answered the phone to you and told you she is elderly and not interested...,. But you obviously ignored that and telephoned back.,.,. And made an appointment for a rep to call...... and the rep did call..... on CCTV.

I will leave the general public to choose who they wish to believe.

(2nd reply) 29/11/2017

Truspilot asked me to provide evidence as you at Energiglass asked for the review to be taken off. I have provided evidence to trustpilot and they as you can see reinstated the review.
Your office manager told me last year when I asked do you not check the properties are housing association that “there is no way of knowing” sham review you say. So I have gone to the trouble of informing trading standards at Lancashire county council. I have informed safeguarding vulnerable adults at Lancashire country council. The housing association linked to the property all for fun?? Because I have nothing better to do?? Or is it actually.... and I repeat.... it happened. I will repeat once more. You have reps who attended the property this time so you MUST know about it. You had fitters who fitted glass last year at the property. You still have no knowledge? I am done with your company on here. It will be dealt with through proper channels so you can protest as much as you like. Oh and for your info. The evidence I provided was my person phone logs of me ringing you and you ringing me. I still have the cctv footage of your rep too. And when you did this to my mother last year, that’s the first time remember I posted it on Facebook. You still have the same web page and number!!!!

I found Energiglass to be polite, timely, value for money and an excellent job was done on my bay window. Thank you!! I do recommend them and would use them again.

I was very relieved to receive a full refund of my £490 at the end of August 2017, nearly 5 months after I had cancelled an order but
I disagree with almost all of what the director of Energiglass has replied to my review.
I was not sent a M&S voucher as a gesture of goodwill or professionalism as was stated so I object to being told that I quickly accepted a money voucher.(Please do NOT send a retrospective voucher.I am not interested in gaining anything from my poor experience.)
I was not treated fairly or with a genuinely thoughtful response from the team.How can anyone construe making a customer wait month after stressed month worrying that they have lost hundreds of pounds as fair or genuinely thoughtful?
You say you have been infuriated by the delays. No you haven't. How can you be infuriated by your own behaviour? You personally and your methods have caused the delays. You don't allow anyone else but yourself to write refund cheques and you delay so long that creditors fear that you are never going to make the refund. Do you not consider the massive stress when people fear that they have lost large sums of money to you?
I disagree that your company has just a 'handful' of poor reviews and they are not just 'of late'. Some complaints go back to March 2016.
I disagree that you have a respected reputation. If you did, there would not be so many reviews on Trustpilot that have titles such as 'Do not touch', 'Dishonest', 'Entertain Energiglass at your peril', 'Deplorable business practice', 'Customer service is an unfunny joke', 'Avoid at all costs', 'Failure to refund deposit', 'Still awaiting deposit £720. 16 months' etc etc.
I disagree that you 'pull out the stops' to review and improve. Nobody was pulling out any stops for those of us who were, or maybe still are, so very stressed and enraged by your failure to write 16 refund cheques. I can easily write 16 cheques in under an hour so the delay was not because you were too busy. Your policy of not allowing anybody but yourself to write refund cheques is aimed at procrastination, not improvement. Why didn't you 'pinpoint hiccups', 'iron out the creases' and 'keep your finger on the pulse' from 2016 - 2017? If one has good reason such as serious illness, one delegates.
I agree with you that I feel vindictive. That's how people feel when you treat them badly. But salacious? Do you actually know what it means? I can't see that it has any relevance here.
You say that your team is dedicated to working closely with Trading Standards. You try to make it sound like a good thing. I'm not so sure about that.
Where are those thousands upon thousands of glowing reviews you mention? You told me to phone to customer services for a link to them. The girl sounded surprised and no link has come to date. Equally where is the link to the handwritten reviews that you promised to post? Were you hoping I'd forget?
You say your company ethos is professional. Not in my experience. Your employees play the delaying game for you. When I asked certain normal questions about company policy I got a very frosty reply. To test out the response of a local glass company with a large showroom I asked the same questions and got an immediate reply. Secretiveness and lack of transparency on your part makes the customer feel that you have something to hide.
How your employees behave is bound to be directed by you so you are responsible for their behaviour.
Your company ignores emails and does not respond. Customers conclude that you refuse to acknowledge their problems.
Promised return phone calls are not made. We conclude that you are avoiding contact with anyone who has a complaint because you have no intention of fixing it.
You bank deposit cheques immediately instead of waiting until the 7 day cancellation period has elapsed. We conclude that you need the money and don't intend to make refunds.
You don't accept credit card payments. We conclude that you don't want customers to be able to get refunds via the card company who would then pursue you more vigorously than an uninitiated person.
You allow customer services to send unprofessional emails such as 'OK'. We conclude that you are being deliberately evasive.
You don't open letters sent to your Watford post box. We conclude that you couldn't care less what is in the letters and that nothing we say will move you to act.
I have an awful lot more to say but this is getting too long so I will just ask you a few questions. An honest, believable, non evasive reply would be appreciated.There is no need to 'big up' your company. There's nothing wrong with being small.
1) How will your newly installed custom software programme work to prevent the delays caused by you not signing cheques?
2) Do you now allow others besides yourself to write refund cheques?
3) To whom do you report cases of unjust cancellations and refund demands? I accept that there are a few unjust cases on trustpilot.
4)Why did you say that I was given a money voucher when I wasn't? You sent the letter so you must know you didn't put one in.
5) Why do you not get Companies House to delete false information such as the Eversholt St. post box address? This is unfair to customers who waste their time writing to there.
6)The information on Companies House website cites liquidation. This is damaging to you so why do you not get them to remove it as you say none of your companies has been liquidated?
7) Why have you only replied to me and not the many other complainants?
8) Why do you not open letters sent to your Watford post box? Mine was unopened months later.
I could go on and on but must stop. I do hope that your reformed company will understand the error of treating some people like they don't matter.