I recently just had my conservatory completed with TVW. It was a long and drawn out process. Alan (the salesman) was really helpful and dealt with things quickly. But once my deposit was paid, I never heard from him again. I had a few specifics I wanted for my conservatory, one of which was that I did not want the existing soil pipe and manhole cover to be inside it, I wanted them both moved outside. I was told this was no problem and was one of the main reasons I went with TVW, in place of other companies I’d had quotes from.
Following the survey, there was then a long wait before I heard anymore (due to waiting for Building Regs apparently – but no-one communicated this to me until I asked). After 8 weeks of waiting, the groundwork eventually started.
The main problem I have encountered is that there isn’t one central person acting in a project management role at TVW. They sub-contract ALL of their work, meaning the builders, fitter, electrician, plasterer etc were all from totally separate companies, all coming at different times. I had one stipulation at the start and that was to be told when any workmen were coming to my house (so that I could make arrangements for my pets). This was too difficult apparently as only the fitter and electrician communicated this to me.
I couldn’t fault the electrician (Dan from Future Tech) and the fitter (Damon). Both of whom were really professional, clearly knew what they were doing and arrived when expected (Dan actually finished the work early!).
I’ve had to chase practically everything, to find out when work was being done, who will be on site, when are issues being sorted etc. It’s been hard work. And when you do make contact, sometimes you don’t get a response or are made to feel like you’re being a huge pain!
I had real problems with the builders (Delaneys) as it was difficult to communicate with them (took 6 emails back and forth to get them to agree to dig a soakaway where it was needed!). In the end, the soil stack was moved but the manhole cover was NOT. I was told by the builder this couldn’t be done (despite being told the opposite numerous times before) and was only told this AFTER they had poured the concrete floor and AFTER chasing it up!
Once everything was ‘complete’ according to TVW, they asked for final payment. Unfortunately though, I didn’t consider the work was complete as the plastering had numerous defects, the damaged trim hadn’t been replaced, the manhole cover hadn’t been moved, pea gravel hadn’t been laid outside (as noted in their quote), sealant hadn’t been used, and the floor between the existing kitchen and new conservatory was uneven! By this time, I was so sick of the whole process and trying to chase everything up myself (as well as working full-time)!!
To sum up: Would I use TVW again? No.
Would I recommend them to anyone? For windows or doors, possibly yes but for something that requires sub-contractors – no. If you want a conservatory building, go with a small local builder so that you are actually talking the plans through with the person who will be doing the work!!
I recently called them to get a quote for a front panel door, the consultant came around, he quoted we can do the job and I later received a quote and paid him a deposit.
About three weeks later I rang to see how they were getting on with my order, the consultant wasn't available but would ring me tomorrow, he rang me the next day to tell me they could not do the job has quoted it would be different.
I rang and cancelled the surveyor, and then I spoke to the consultant about my deposit which he said I would have no problem getting back.
I waited and waited for my deposit but no sign of it, I rang again and again the consultant said it will get sorted.
I left it for another week then I rang to speak to accounts which then I was told I would not get my money back.
Beware if you leave a deposit with this company and get legal advice which I am about to take.
Good company, good products, well fitted
Our 3rd property that Trent Valley Windows have worked on during the past 25 years. Which I think speaks for itself. All staff we dealt with were courteous and polite.
The men who did my installation were excellent They worked very hard and were very polite
Excellent service, very good installation team.
The work has only been completed a few weeks and to date we are very happy with the installation and product.
Fantastic service from sales through to fitting. Absolutely amazed at the ease of fitting due to good severing and highly professional fitters. The date of fitting was even brought in early due to excellent organisation.Will definitely recommend!
We were already a past customer of Trent Valley Window & Door Co. Ltd and were always very happy with the quality of the windows and doors they fitted. The house we moved into in August 2014 required new doors and windows so Trent Valley Window & Door Co. Ltd were the obviously choice. Once again, a good decision as another great service.
Very good this is the second time I have used them
About as good as you could expect , a top class job.
Excellent experience from start to finished. high quality internal finish, very impressed. would recommend.
We had so many problems with this company and it took two years to sort them out - still not to our complete satisfaction. They lied to us by making promises they couldn't keep and we suffered a great deal of distress. The company has been taken over in recent years and is not the great company it once was. There also seems to be a regular turnover of office staff. We could have had a better quality job done a lot more efficiently at a much better price.
Very difficult to better 100%
I was satisfied. The guttering has been well tested with the rain we have had.
They maintained a professional service throughout.
Very happy with everything, it was a pleasure to have them working on my bungalow.
In my experience,this firm is let down by it's After Sales Care.
I had a new window and panel fitted but in doing so, the fitters disturbed the existing door frame causing the door to catch and sometimes it won't close again due to expansion. It's over a year since I first contacted Trent Valley Window and Door Co about this. Two people have inspected it and said it needs sorting bu tthey simply drag their feet and it remains unresolved. Letters are not even acknowledged and phone calls not returned.
This company was recommended to me but I would not recommend them to anyone because i have had such a negative experience of their after sales service.
Have been very happy with our windows for nearly 9 years. However we have 2 small warranty issues which need dealing with before the warranty runs out. We initially got in touch with Trent Valley Windows before Christmas, so nearly 3 months ago now and they seem reluctant to return phone calls. They have visited once and said their conservatory team will be in touch to resolve the leaking conservatory and a small window issue. This was 3 weeks ago. My husband called and spoke to Gavin who was going to see if new window had been made up and would call back. We have made several calls since and have not had the promised call backs. What a shame to spoil a good product with such poor customer service.
very pleased with the whole proceedings!
Having looked at many favourable reviews we chose Trent Valley to install two new windows and a front door. Very professional service until after they were fitted but we were unfortunate in having contractors who did a shoddy job. After lots calls without the promised reply we finally got someone round who agreed. Two weeks later brilliant team replaced brickwork over window but unfortunately replacement glass hadn't been ordered and now beading is coming away from glass panel in door. Phoned yesterday e-mailed today no reply to either. Product and price excellent after sales care poor.
Company Response
Apologies for the sub standard customer service you received. After chasing up the operations team your installation was completed on Friday. We hope you enjoy your new windows & door and once again we apologise for the time it took to resolve your issues.
I have a damaged seal on my french doors which were installed by Trent Valley windows, so they are letting in water. I am having new carpets laid, its a simple job that would take very little time and they are still under the 10 year guarantee. I too have called them over 5 times in the past few days, left messages, no-one has had the courtesy to call back even just to say they have a back log!
Company Response
Apologies for the initial delay in responding, to confirm your conversation with our after sales team this afternoon, the service engineer will be out to see you on Thursday.
Work done to a very high standard of competance
Job well done a special thanks to Marc and the fitters.
A first class service from initial enquiry to completion
Had a slight mark on door, issue resolved very quick
I would not hesitate to recommend them to my family & friends. From start to finish they were very professional & offered fanatastic customer service
Very impressed by the installation team, they were very courteous and kept me informed of problems which arose.
The mark of a good company is how they deal with problems which you will always get in a large build and Trent Valley handled these very wel.
Fantastic installation by TVW fitters
From initial order to completion the whole experience was of complete satisfaction
The 2 installers were brilliant
Very happy with all the work have recommended them
Completed professionally eventually when replacement was done.
Minor defects took a while to get completed but good when complete.
Will most definately recommend
The installation was most perfect job could not have been any better
There were a couple of installation issues, missing parts and slight damage to surrounding plaster. However they were resolved to our satisfaction and the customer service was very good. Professional from sleasman, suurveyor and installation teams.
I have always been delighted with TVW
I was delighted with the quality of work and product.
We have used Trent Valley previously and would recommend. We consider them to be a professional company with a deserved reputation
Very good service indeed. Would not hesitate to recommend.
We are very pleased with the door and window and have many good remarks about them.
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