Imperfect Glazing

Assuming the good reviews are not bogus, I congratulate those few on their good luck. For the rest, I thought rather than rant about how bad PG are I would put together this guide.

1) Price: PG were approx 15~20% cheaper than quotes obtained elsewhere. If they are not at least this lower than other quotes then don’t buy.
2) Scope 1: Double Glazing should be a mature industry now with little risk of getting a bad product. However don’t consider PG for anything new. They are fine when replacing existing features. New items such as gazebo or porches require a bit more technical input which the PG contract workforce doesn’t have in their toolkit! Do not use them for Tilt & Turn type windows either as again these windows require careful installation to achieve a good fit & ensure they remain water tight.
3) Scope 2: Make sure that what you requested is what is supplied. Occasionally the workforce will be despatched with door internals which are different from that ordered (due to error in workshop etc). Although change over is relatively straight forward, do not sign off the job until the replacement is made. This will give you more time to go over the installation thoroughly & raise any other concerns.
4) Installation 1: Check that the inner panes of glass are held symmetrically within the frame with no end lower than another. This ensures that the pane does not contact screws in the inner frame. These can damage the pane & cause cracking especially when subject to thermal cycling in winter. It can also lead to misting if the seal between the panes is damaged.
5) Installation 2: Use a credit card to check the seal between frame & window/door seal. PG find it difficult to get a door to both close easily & seal against the weather so particular attention is required here. Check each window in a similar manner.
6) Mastic: PG use an inferior mastic & application technique & their workforce don’t clean the PVC (with white spirit etc) prior to use. Hence, the mastic can come away from the frame. This is often the cause of wind noise around the window/door rather than poor seal. This is difficult to check immediately post installation as the mastic will still be curing. However, if installation goes on over a few days then check those installed on day one by gently pressing the PVC. The mastic should flex if adhered but not part from the PVC.
7) Enforcement 1: people are apt to show goodwill to the workforce after a few days of working in the house & getting to know them. However, don’t let this compromise the checks above in any way. The PG workforce are self employed & have no loyalty to you or PG after the job is signed off. If necessary, get some forceful person to go over the items for you. This will likely delay the job completion & the workforce may want to carry on completing these tasks in a bad tempered fashion. If it is not convenient to you then check with them how long they will work for each evening prior to work commencing & state that you don’t want them working past 20:00 hours or whatever. This can then be used to get them to return the next day if necessary giving you even more time for thorough checking.
8) Enforcement 2: PG are not set up to handle remedial repairs to their own works nor posses the customer relations necessary to administer it. Consequently, it is likely you will reach impasse at some stage. Take photos of any unsatisfactory item & send them via e-mail stating the repair you would like & the time frame you feel they should comply with. PG may get round to repair but in my case it was necessary to take them to court via the small claims. For items less than £200 this costs £17. You should be prepared to attend the Sheriff Court in Glasgow if necessary & getting time off for this may be the main obstacle. However, whilst PG often opt to go to court they seldom turn up meaning you are able to claim travel expenses etc. The main reason for going these lengths would be to safeguard the guarantee on the items (hopefully they will take more attention of subsequent requests). If a decree is finally granted go straight to a Sheriff Officer firm to enforce rather than sending PG a copy. This increases their costs but saves any further delay.
9) Enforcement 3: As PGs goods come with a 10 year guarantee it is reasonable to expect them to make repairs as they become apparent over this lifetime. If they refuse it is possible to take them to court to honour this obligation. This is covered in the Small Claims court guidance.
10) Communication. PG will not phone you back despite assurances to the contrary. Make sure you structure requests for remedial repairs with a date by which they must get back to you. You can also contact them via their sales email.
11) Payment: Do not sign off the job & pay until the steps above have been completed to your own satisfaction. Then do not pay for the job in cash but use a credit card. PG have already changed name once. Unless they actually change their company number then this device does not absolve them of their liabilities. However, knowing the performance of PG as I do, it is unlikely they will survive in the industry long term. Consequently, the Credit Card company are jointly liable for the terms of sale & can be sued etc. for repairs if PG go bust.

Good luck.