Everest Windows www.everest.co.uk Review

Overall Rating

customer service

To put my experiences in to context, we chose Everest because of the 'good' name it has acquired over time which one tends to equate with quality of product and service. The initial consultation with the sales man in November 2007 was professional and I have no complaints about this. Having ordered 8 products at a cost of £7611, a deposit of £381 was duly made leaving an outstanding balance of £7230 to be paid via the Everest Home Account. An installation date was eventually given for 7th February 2008, with events taking a down turn at the point of installation. Four "dedicated installers" arrived at my property and proceeded with the installation.

The bathroom window, the back bedroom window and the front door were poorly fitted and had to be redone. The windowsills in the two aforementioned rooms were substandard, one of which was two pieces of wood glued together. These failings were noticed by the other two members of staff and were rectified, leading to additional time on the job. In addition, there are small patches of glue on the carpet by the front door and some of the stain from the original window-sill in the back bedroom has splashed onto the skirting board. As far as I'm concerned, this example did not represent the promised high standard and the glue and stain certainly does not show maximum respect for my property.

My greatest concern however is in relation to the installation of the patio doors. The surveyor had asked me on the day of the survey (Wednesday 5th December 2007) if the original lintel was to be reused and I confirmed that this was the case. A stonemason had then visited the house, in the presence of my husband and had explained that being a large piece of stone, it would take some skill and care to remove without breaking it, but that it was possible if it was done correctly and described how it should be done. I have outlined below our complaints and concerns for your attention.

Thursday 14th February 2008 - installation completed. Exterior - I noticed that the lintel had been broken in two and it was protruding out on the left more than the right. In addition, the stonework was unprofessional and had not been dressed. Interior - poor finish on plastering. Small gaps between window sills and walls. I telephoned the original salesman who attended the property and was seemingly appalled by the workmanship. He attempted to reassure us that all the problems would be rectified and apologised for the unacceptably poor workmanship.

Friday 22nd February 2008 - Having telephoned Everest with my concerns, the installation manager and surveyor came to my property to inspect the work. Photographs were taken and the installation manager stated that he had warned the lintel may break in two at which point I felt his comment was an attempt at minimising the company's responsibility. I am at a loss as to why, following the lintel being broken it was re used without consultation. I also mentioned that there had been no restrictor stays fitted, to which I was told they should have been ordered but as they had not this would be rectified. When I mentioned that the stone had not been dressed, the surveyor responded by stating the stonemason must be coming back to complete the job. In addition to this, the bathroom window had problems with the runners - the installation manager inspected this and said he would ensure it was fixed

Monday 25th February 2008 Stonemason attended my property to assess the work. He was equally appalled. I also contacted the local company who provided the stone. I received confirmation that staff from Everest had chosen the stone and not a stonemason.

Wednesday 27th February 2008 (pm) - I telephoned installation manager to inform him of further draughts and enquired about why nobody had been to repair the bathroom window. He said that someone should have called on the 26th February and he would ensure someone would call on the 28th February.

Thursday 28th February 2008 (4pm) - I Telephoned Everest (Leeds Business Centre). I explained that the installation manager had promised me that someone would telephone me today to discuss suitable date to repair draughts and bathroom window. I was informed by a call centre representative that she would pursue the matter.

Wednesday 12th March 2008 - Stonemason telephoned me stating that Everest had still not given him the go ahead to repair the sub standard work that had been completed some 4 weeks previously.

Thursday 13th March 2008 - I telephoned Everest (Leeds Business Centre) and was informed that someone would contact me regarding the go ahead for the stonemason.

Tuesday 18th March 2008 - Everest workmen attended my property to rectify problems of draught through the keyhole of the patio doors, front door and bathroom window.

Friday 21st March 2008 - I discovered a problem with draught through the back door and back bedroom window so I telephoned Everest (Leeds Business Centre) to inform them of the problem. Everest's automated service referred me to a locksmith, whom I would have had to pay from my own pocket before being reimbursed by Everest in the future.

Sunday 23rd March 2008 - Following the work to prevent draught through the keyhole the patio doors will not lock, presenting a potential security risk. I contacted Everest (Leeds Business Centre) to inform them.

Tuesday 25th March 2008 - Everest installers attended my property and removed the patio doors to allow the stonemason access to the stonework.

Thursday 27th March 2008 - I noticed that the lintel was still not correctly aligned. There were also gaps between some of the stonework and mortar.

Friday 28th March 11am 2008 - Everest employees attended my property and rectify the problem of draughts through the back door and bathroom window. I telephoned local area manager to discuss my concerns about the lintel on the patio doors. He informed me that he would telephone the stonemason and call me back with an explanation; however he did not call back. I also noticed draughts through the front bedroom window and french window.

Monday 31st March 2008 - I telephoned Everest (Leeds Business Centre) to inform you of the problem with draughts through the front bedroom window and french window and was informed that repairs could be carried out on 18th April. I requested that area manager contact me as I was still waiting for his explanation regarding the stonemason and lintel.

Tuesday 1st April 2008 - I telephoned Everest (Leeds Business Centre) in a further attempt to speak to area manger but was informed that he was not available.

Thursday 3rd April 2008 - I telephoned stonemason, who was also unavailable but I did speak to his wife who explained that he had been unable to move the lintel as the Everest installers would have had to remove the window sill. I am at a complete loss as to why this was not done

Monday 21st April 2008 - I noticed that the brass running along the bottom of the french window had a deep scratch and there was a chip in the frame, which I can only assume was caused during the removal and re installation of the window when the stonemason was there. In addition to this, following the reinstallation of the french window 2 large cracks in the internal wall. I telephoned Everest (Leeds Business Centre) to complain about this.

Monday 28th April 2008 - I telephoned Everest (Leeds Business Centre) again to complain about the workmanship and asked why area manager had not called me back. I was informed that installation manager would contact me. Area manager telephoned me at 6pm that evening to make an appointment for the following day. As I work full time, this was inconvenient, therefore he said he would get the surveyor to telephone after 7pm to arrange a more suitable time. He didn't call.

Tuesday 29th April 2008 - Surveyor unexpectedly arrived at my property at approximately 8.30am enquiring about the ongoing problems. I pointed out my concerns and he took some photographs stating that someone would be in touch.

Some weeks following the surveyors appearance at my property I received a letter stating that my order was progressing. I knew nothing of this and telephoned a few days later after receiving another letter which mentioned my order. I was informed that it was for a window frame and someone would be in touch regarding an installation date. After querying why the restrictor stays had still not been fitted, I was assured that these would be included in the order. I explained that I was on holiday from 16th May 2008 and would not be returning until 31st May 2008 to which I was assured someone would be in touch following my return to arrange installation. In my absence a letter was sent stating that someone had attempted to contact me regarding installation, despite being told I was on holiday.

Monday 2nd June 2008 - approximately 6pm installation manager telephoned me to arrange a convenient date to redo work on patio doors. I explained that Tuesday's Wednesdays and Fridays were best, to which he offered the following day. I agreed but requested that someone be here at 9am and have left by 4.30pm due to employment and childcare. He stated that this would not be a problem.

Tuesday 3rd June 2008 - I waited until 9.15am, at which point I had to leave for work. Upon arriving at work at approximately 9.30am I telephoned installation manager to ask why no one had arrived at the property as agreed. I explained I had been unable to wait any longer because of my work. He confirmed that the team had left at 7.45am and the stonemason had left even earlier. He said he would telephone them and get back to me. At 10am, installation manager telephoned stating that the team had arrived but no one was there to let them in. I again explained that I was at work and was unable to leave to return home to let them in, this was why I had specifically requested a 9am start. He asked for another suitable date to which I replied that I am unable to take any more time off work and would request a Saturday appointment. This would also enable either myself or my husband to be present to oversee the work. Installation manager stated that the installers do not usually work on a Saturday but he would see what he could do and get back to me.

Sunday 15th June 2008 - I noticed that the window sills are splitting. This is very evident in the bathroom and front bedroom. I also noted that the right hand door of the patio doors catches on the bottom of the frame when closing it. There also appears to be a corner missing at the top left of this door. There are also scratches on the top of the left door. We are now having problems locking the back door and the handle appears to be loose or misaligned. When pushing the handle up to facilitate locking it is not always possible to fully turn the key and it often takes several attempts to lock the door.

Update as of April 2009 - Clearly, Everest Ltd has acknowledged that they are at fault with the service they have provided as I have been offered £723 compensation in February 2009. In addition to this Everest agreed to pay £210for a local plasterer to finish the plastering that they failed to do and to clean the glue stain from my carpet.
I was promised this cheque would arrive within 7-14 days, I'm still waiting.

Financial documents being left in a plastic carrier bag taped to my back door by the Surveyor with a written note stating he would telephone us later to either arrange collection, (we were to leave them in the carrier bag for him) or arrange an address to post it to. This was despite me speaking to the Installation Manager and requesting that they were posted to me. I found his actions to be highly disrespectful and unprofessional not to mention a very insecure practice in leaving confidential financial documents in an open environment.

Further draughts in patio doors and front bedroom logged with HQ on 3rd March 2009 - despite assuring me staurdays would not be an issue due to all the itme I have had to take off with this, I am still waiting for a call to arrange a date/time.

The engineers who have attended property on a couple of occassions repairing faults have said that the patio doors are larger than usual so difficult to hang them correctly due to the wieght. I am concerned that we will continue to have ongoing draughts because of this for the life we are in the property. Shoudnt the surveyor have pointed out that this could have been a problem so we could have made an informed choice on the doors??

Trading standards are involved and still no further forward. I am prepared to go to court over this.

Members' Comments onkat22's Review

• Genie71 on 8th Aug 2009

  What a horror story. It is interesting to read what you were quoted for your windows and the deposit you paid - we had a similar price quote and we had to cough up £1800 for a deposit which I am sure is wrong. We tried to get the deposit down in figures but they wouldn't have any of it. We have lost our deposit (we couldn't go ahead with the windows) but to be honest, I would rather be £1800 down than have the headache and stress of dealing with these people again.
  
  I find it hard to believe in this day and age, that Everest get away with poor installation, bad workmanship, appalling customer service and so on.
  Hope you manage to get your problems solved - bad job when you have to call in Trading Standards to get anything done.