written by McElroy484 on 15/02/2019
Windows were ordered. We were given no choices then told we couldn't have what we wanted. The fitter however was fantastic but we had the windows fitted in October and we are still waiting for all the problems to be resolved. I have rang on numerous occasions and no one ever calls back. The customer service is horrendous. We have huge holes around the windows where the cement needs to be replaced. We have a window we a huge scratch on the inside. Our new door is falling apart already. Then they have the cheek to get their sales department to ring us constantly, to try to get us to buy new fascias. Had I have known how bad they were I wouldn't have touched them with a barge pole. We have had problem after problem and I am now about to contact a solicitor and trading standards as the experience has been nothing short of horrendous!
written by Hazelj1 on 04/01/2019
Had an appointment last night which got cancelled promised 11 am appointment today with a manager's discount as an aploige phone call this morning cancelling this morning at this point I stated not to bother. No no was his cry I can promise you we will be there at 2pm. Again promise of bigger discount. A lovely young lass arrived prompt 2pm. Had a chat star5ed to tell her about my requirements for conservatory,very honest girl informed me she was only trained in Windows and had been sent with the information that I wanted six Windows. She called her boss I spoke with him he told me she was trained I conservatory sales he said that she could take some pictures and details and that he would help her along as we g i asked him if this was a joke he replied a joke look it's you who wants a quote did I want to go ahead at this point I ended the call my last word was off. Having read reviews since a lucky escape can anyone recommend a good, honest reliable company. PS TO THE MANAGER I DO HOPE YOU PAID THAT GIRL HER TIME AND FUEL COSTS IF NOT I DO HOPE THAT YOU HAVE THE MOST UNPLEASENT SLEEPS.
written by Zavaroni on 27/10/2018
The person I dealt with called to arrange fitters to come and complete work that had to be done to complete the work. My wife asked him if they were coming to do or look at the job. He said that they were coming to do the job Arrangements were made that fitters would come on Friday 26/10/18 in the morning to complete the work We waited in all morning and phoned in the afternoon to ask if anyone was coming they said they would get back to us No one got back to us but at 1500 two fitters arrived to look at the job and said they were not told what was required for the job to be completed and that they were finished for the day and that they would get back to us to let us know when they were coming back to complete the work This did not happen. Communication is non existent Awaiting outcome
written by 121ireland on 27/10/2018
rep came spouted sales rubbish for 3 hrs measured windows agreed price,after he left thought about it and decided to cancel next morning . told them over the phone i was cancelling then i emailed them asked about admin fee that they charged said they would issue a refund for £349 still waiting. got on to customer services three times so far still no response .
written by Scottbevy1 on 09/09/2018
A Penicuik rep was in our house between 6pm and 9pm. He wouldn't take no for a answer. Felt pressured and We asked for one day to think about it. Penicuik is not giving us our £349 deposit back. I wasn't advised properly. I was told the £349 was a deposit fee. Penicuik is now saying its a admin fee. Penicuik agreed to give us our money back then decided not to give it back. I have in writing that penicuik was giving it back. Penicuik have backtrack. Reason for cancelling was because we read bad reviews that night and decided to cancel the next morning. Signed up at 9pm then cancelled 9am following morning. I'm gonna fight this.
written by Stressed.customer on 18/08/2018
AVOID LIKE THE PLAGUE! SAVE YOURSELF UNNECESSARY STRESS, MONEY AND HEADACHES AND GO ELSEWHERE! If it was possible to give Penicuik a minus rating I would! WORST EXPERIENCE EVER(and still ongoing)! 7 weeks later, 3 cancellations by penicuik (including failure to erect scaffolding that I was told was a necessity), and 400+ wasted telephone minutes(used up my phone bundle for the first time ever) still no windows and now being told the first available date is 3 weeks from now-when I would have to cancel work again! I previously attempted to cancel installation as a result but was advised I would still be liable for 80% as the windows had already been made. No mention of my lost wages, time off work, childcare costs, being unable to properly live in or decorate my house which i have now had to move into anyway with my young children, letters (plural) of complaint not being addressed and to date no resolution-the only letter received again highlights I am liable to pay 80% if i fail to provide dates-i am aware of this and there would be no issue if the company had maintained their side of the agreement! I have provided dates-they have been declined! This company has different departments for each stage of the process and it appears that they do not coordinate amongst themselves as one department does not appear to know what the other is doing. Additionally each time I have called I have been told contradictory information from the previous time (other than I can not cancel). Initially pressured into a sale, quoted double the price (more than £7000! above the final price). Then advised I had to pay an additional £1500 for scaffolding (that was not fully installed on time but has now been up for weeks and has damaged neighbouring property! It is also placing neighbours at greater risk of burglary). Now being threatened with legal action for "failing to provide dates for installation"- I have provided several but been advised these are not convenient. I have been home for the previous dates but it has been cancelled at short notice (scaffolding not being complete-despite advising of this myself 2 days prior, apparently no parking-despite there being a space big enough for a bus, and offering to move my own car , also running behind with another job). Being forced to have windows from a company I have lost all faith in, despite them being unable to provide an appropriate date for fitting and being unable to do so in a timely manner. Here's hoping the windows are not as awful and unprofessional as the rest of the service! SAVE YOURSELF UNNECESSARY STRESS, MONEY AND HEADACHES AND GO ELSEWHERE- I WISH I HAD!! UPDATE: ** SINCE posting the review elsewhere I was contacted and offered installation on the 15th of August(not September as previously advised). I accepted as i was advised I would be compensated but they were unable to give a figure and I was advised this would be discussed before signing for completion. This was discussed and I was offered £100 to which I advised I was not happy with the offer (I lost more than that for just 1 ones days missed work). They advised they would call back-but did not! A REALLY rude manager also advised "i have had to take time off work when my kids are sick and i dont get compensated". He continued to speak over me and when I was able to speak he was patronising and unprofessional. He advised he would email me so i could return proof of lost wages, I mentioned childcare and he advised having 4 kids he also has to pay childcare. He appeared unable to grasp that both childcare costs and lost earnings were as a direct result of the companies failure to provide an agreed service on the original date-he did not email despite me correcting the wrong email address he apparently had. I then checked the windows-the kitchen window was not complete and was still being worked on when the other teams left and when I was asked to check everything was ok. I am 5 foot 9 and even on tip toes I can not so much as touch the handle as it is too high. I was told it all handles would be lower and the kitchen lower still because of the sink. I called to discuss this and was told some one would call me back yesterday(17th August). No one did and instead I recieved a letter today (dated yesterday) advising I am being taken to court for the full outabding balance due to "failure to accept the offer of £100". This company is beyond a joke-additionally I have STILL NOT RECIEVED a response from my original complaint,which was acknowledged but not responded to, but they appear to have the correct adress and email for threatening letters. As I was typing I recieved a call from the promotions team-telling me about the discounts I could get and the savings if I got additional products! The caller agreed that the provided service was far from acceptable and was shocked the windows had only just been installed 2 days ago. Was advised someone would call me back today to discuss my complaints, but not holding my breath! There is no chance I would agree to additional products from this company! ** Customer service has been contacted several times as detailed above!
written by Paulgallag on 09/07/2018
Had a few of the bigger companies out and choose to go with penicuik, was a little hesitant after checking reviews but they done a great job of my full house and a few family and friends houses that I recommended them too aswell so really pleased with the full service
written by Devony185 on 10/11/2017
Nothing but problems from the day they arrived to fit them. Miss measured Windows and left for 6 weeks till they re manufactured new ones, then they never made enough arrived 1 short. So they boarded up the last window until they finally arrived with the last one. Marks on window so had to change 4 panes of glass, eventually they completed work after a few months. No contact from any person from so called Penicuik. When they wanted to settle the account you get a call from a mr Suttie who has a very arrogant and abrassive manner. From the fitting company. Never want to try to communicate with him ever again. So unhappy with the end result and they have now overcharged the final bill. So the saga has continued. So disappointed with the whole issue from this company. Only wish I had checked into the mess of this company. I would NEVER recommend this company to anyone. Avoid it when possible.
written by bbennie on 07/11/2017
Unfortunately it appears I can't give this company 0 stars. Cancelled my order after reading the terms and conditions which turned out to be very different to the sales blurb and had a long fight to get my deposit back. Penicuik DO NOT manufacture or install windows they only operate as a sales department selling on behalf of a parent company ENTU which just happens to own a number of other companies some which manufacture and others which do the fitting.
written by rabooty on 12/10/2017
if anyone is thinking of getting windows on credit agreement with this mob. do not sign the form for your bank details, it has a box on it with admin fees, you will be told no fees will be taken if you are not accepted. they WILL TAKE IT, best advice is go somewhere else for windows,
Written on: 03/03/2018
Yea they are bloody sharks
Written on: 08/08/2018
Yes this happened to us recently! We cancelled within 24 hours later but they still went ahead and took £349 admin fees 10 days later! Because they still had my details and still wanted it!! Head office was so rude we got told to rock on! Would not recommend this company for anything! There only there to rip you off!!
written by on 20/09/2017
Still waiting for compensation for damage caused during this nstillation. A CLA has been raised twice for the amount promised. Not holding my breath after reading reviews today. Shocking after sales service. No one cares . Horrible company to deal with.
written by Jacob2409 on 06/09/2017
I had Windows and doors fitted end of June and still cannot get my cash back which was part of the deal. They have been back twice to adjust doors as they cannot lock properly. Today I phoned them again to be told the company was in administration! I was told 3 times last week the computer system was down (for a whole week!). Lied to all the time and no-one takes responsibility. They are a bunch of gangsters. Don't go near them unless you want to be lied to and fobbed off with excuses worst company I have ever had dealings with
Written on: 12/09/2017
Hi I had Windows and doors fitted by this company 2 years ago. We had problems with three Windows (marking and scratches on glass) all was eventually sorted. Then last November I noticed fading on our front door. I phoned them Nov ember 2016 to be told someone would phone me back no one ever did. I phoned again and again in 2017 I was promised someone would phone me back no one ever did. I eventually got hold of someone on 6th september and was promised an engineer would visit today. They have just been. I have been told I need a new front door but I would have to pay for it plus a call out charge as Penicuik have gone into administration and although they are still trading as Penicuik the new company are not guaranteeing my Windows and doors.
Written on: 12/09/2017
We are having the same trouble but in fact are being told lie after lie. Most frustrating as we too have issues with our doors and the cement work round our patio door is appalling. They told me the new "parent" company would honour the guarantee but we will see. I am ha I got my lawyer write to the, as they must have known the company was going into administration when I ordered my windows and doors.
written by ppWhalen117 on 04/09/2017
We are very happy with the windows.Having a terrible time trying to get our cashback which was part of the contract.
Written on: 06/09/2017
How right you are I too have been waiting since 30/6/17 to get mine only to be told today the parent company are now in administration.
Written on: 06/09/2017
We were told the same today ,but we should still get our money back .
Written on: 12/09/2017
We were told the same but there is no chance. You could try to revert back to your credit card company if that is the way you paid.
written by Waitingpatiently on 04/09/2017
Had doors and windows fitted recenly. Property damaged and window finishes not completed. Have phoned Customer Services and Aberdeen office on numerous occasions and get fobbed off each time. Still waiting for them to calll back. Happy to take money but after sales a joke if problems arise.
written by walshmarie on 02/09/2017
19 weeks, still can't open fire escape window in bedroom, one window made 4" too small still waiting for replacement. Fitting is appauling and finishing is even worse. Very hard to get a hold of penicuik direct keep being pushed from pillar to post. Very difficult to get on the complaints procedure system, even told them going to ombudsman no response at all what so ever. Absolutely fuming, I have three children and I work with children from home. Wish I kept my old leaking windows in. FUMING!!!!!!!!!!
written by dempsey24 on 11/08/2017
Don 't touch this company, government scheme phoned me re this over to improve doors ans windows, I asked for 1 front PVC door to be quoted, with the 40% off and the £500 grant I was quoted and wait for it £4250.00 OMG he thought this was a good price. They are ripping the elderly off encouraging people to sign up for payment plans, DO NOT TOUCH THEM, When there customer service called be about my experience I did tell them all and they hung the phone on me DISGUSTED PLEASE DO NOT USE !!!!!!! I go the exact door I wanted for a 5th of the price. PENICUIK should be ashamed for them self..
Written on: 03/03/2018
We did the same it was on Facebook for cashback and scrapping scheme, polish lady came out measured up gave us a price of £10600 got an email 2 days later £22500 for 2 doors and 7 windows!!!! Won’t give deposit back says it was for the paperwork bloody sharks
written by Genevievey437 on 10/08/2017
This company's salesman knocked on the door of my 80+ yr relatives. They were taken in by the sales pitch and gave him a cheque there and then. Their windows did not need replacing. After talking it through they realised their mistake within the cooling off period. I spoke to trading standards and was advised they should get a full refund. My relatives called to cancel and were advised it would take a month to write a cheque. This company have applied an enormous admin fee for writing this cheque. It never arrives and their staff stall time after time when they phone with promises that the cheque is on the desk and nearly in the post. My relatives are of the generation that don't like to complain so they did not want to proceed with a formal trading standards complaint. That is still on the cards. I would avoid this company.
written by Gillbo123 on 02/08/2017
From the start I wish I had read the reviews on this site and could have saved a lot of problems. The salesman promised a lot but delivered nothing.I could have got two chimpanzees from Edinburgh Zoo to do a better job fitting the windows.Four window sills deeply scored by I assume a stanley knife, one window handle a different colour,the kitchen window was scored on the outside right through the rosewood colour to a very noticeable white,on the inside tiles ripped from wall and a two foot crack up the inside wall,terrible job and we learned at least ten new swear words from that 3rd rate fitter ( I use the word fitter very loosely).The scaffolding was left for at least 12 days.A supervisor came in but only to have us sign a guarantee activation form which turned out to be the completion slip,while they were still working. This was done to release the funds from the bank after which Penicuik wash their hands of you in every way. The one star was being generous. Dont fall for the emergency cover first year free. As for the finance there is a 50 day interest payment the trick is to pay 99% in a lump sum leaving a very small amount they can charge 50 days on you still pay interest but only on what is left you can make early repayments without much of a charge,one up for the good guys.If you don't mind being overcharged lied to and mugged in your own living room and get left with a terrible job you can do nothing about I recommend Penicuik be warned.I also don't mind them knowing our name expecting you but please don't send King King and Clyde back send two new chimpanzees.
written by JessiePatton405 on 30/07/2017
Stay away from this company. The standard of installation is shocking. The after sales service is even worse!!!!! Spent endless time calling customer services with no reply. If you are lucky to get an answer they are full of promises that come to nothing
written by jxCalhoun266 on 28/07/2017
Was advised to take out HP agreement as it would be 8 weeks until the delivery. No deposit would be paid and we could cancel the HP agreement and pay for the windows when the windows were fitted. No extra charge would made for taking this option. This would be possible as HP contract did not take effect until the job was complete and we had 14 days to cancel. This is not the case. We have been asked to pay 2 months interest to cancel the HP.
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As rated by our community of reviewers
Purplepussycat's Comment
Written on: 20/02/2020
I understand what your saying I'm going to go onto Fake Britain and name and shame penicuik windows they are robbers disgusting ppl more of us need to get together and shame these robbers