Barnet Window Company Ltd

10 Southfield
Welwyn Garden City
Hertfordshire
AL7 4ST

Windows & Conservatories

Listed under:  Conservatories, Double Glazing, Glass / Glazier / Glazing, Windows / Window Fitters
0% recommended   Rating Barnet Window Company Ltd 0.1/100
2 reviews since 2020
 
Satisfaction Ratings
 
Overall Rating
 0 /10 Overall Rating 0.0/10
Based on 2 reviews since 2020
 
 
 
Quality 0/10 Quality Rating 0.0
The quality of the work was as expected and agreed
 
Tidy 0/10 Tidy Rating 0.0
There was little disruption and the site was left clear and tidy
 
Service 0/10 Service Rating 0.0
The team was friendly, helpful, considerate and professional
 
Value 0/10 Value Rating 0.0
The price represents value for money
 
 
 
Recent Reviews 
 
" I chose BWC because it is a family-run firm and has a good reputation. But my experience started to change once I had problems with the Evolution windows they installed in 2016 and 2018, sold to me as...."   more
 
" When you choose a window install company, you are not only using them for the initial install, but you will be dealing with them for the next decade with any problems or adjustments required. The real...."   more
 
 
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Customer Reviews
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Review 10 Jun 2023
Not Recommended by customer in N20
 
 
Satisfaction Ratings
 
Quality 0/10
The quality of the work was as expected and agreed
Service 0/10
The team was friendly, helpful, considerate and professional
Value 0/10
The price represents value for money
Show All
 
 
Customer Review
 
Installation of replacement and new uPVC double glazing, represented as a premium product, low maintenance and energy efficient.

"I chose BWC because it is a family-run firm and has a good reputation. But my experience started to change once I had problems with the Evolution windows they installed in 2016 and 2018, sold to me as a 'premium product' and specifically claimed 'to last longer than cheaper versions' in their marketing literature.

At first BWC were very helpful, and would attend for site visits to remediate problems under the guarantee. But more fundamentally when these issues started even before final payment had been made, callouts under the guarantee were required multiple times a year, items that were supposedly 'fixed' broke again within a short period of time, exactly the same problems occurred to other windows, and other consumers are experiencing the same issues with Evolution windows, there is clearly more of a systemic issue with the installed products.

BWC was initially helpful with raising these points with Evolution, even stating on an e-mail to them that 'it is clear that these problems are clearly manufacturing issues' and referring to the ‘outstanding defects’. But this changed as soon as they became aware that it is the retailer, not the manufacturer, that is legally liable under the Consumer Rights Act 2015. Suddenly BWC issued communications to me through its solicitor stating that all of the issues - Georgian bars falling off my windows (11 times, even though the first time it happened BWC assured me on an e-mail that it was an 'incredibly rare' event), gaps appearing to the seals in my 'energy-efficient' windows to let in noise and cold draughts (8 times), rusting to ironmongery - were all merely 'cosmetic issues'. I offered them the chance to retract this statement - particularly as it contradicted their previous stance - but BWC now refused to acknowledge there was a problem at all.

In order to resolve the dispute we agreed that BWC would put together a shortlist of expert witnesses to conduct an independent inspection. But they advised me that despite their 35 years of expertise they were unable to identify a single surveyor at a reasonable price. Unknown to BWC, I had already identified possible options using Google and obtained 3 quotes at a fraction of the price BWC was claiming an inspection would cost. I engaged my own expert witness, and the inspection took place in Oct 2021. The expert found no fewer than 45 faults, just 10 months after BWC had last visited and falsely declared that my windows were sound. More importantly he confirmed that the windows did not perform as marketed and that despite the 16 attempts to fix them, BWC had failed to do so.

Despite this report BWC still refused to issue me with a partial refund, falsely alleging that the expert was subject to a conflict of interest. In the end I filed a court claim in May 2022, and it was only at that point that BWC begrudgingly admitted that it owed me anything at all. Upon filing its response it was forced to pay what it felt was due and hence BWC’s own self-determined amount appeared in my bank account. But it was less than I was claiming.

I finally managed to take BWC to court hearing in May 2023. But even before the judge commenced proceedings, he advised us that the case was actually very straightforward. He referred to the expert witness report and gave his view that I had very strong grounds to claim the costs for another firm to make good my windows. Based on this, he encouraged both parties to take 30 minutes to reach a settlement, and warned BWC that it would face a CCJ if he had to preside over a hearing given the amount it had belatedly paid me was inadequate. After a 3 year battle, I am pleased to say we reached a confidential settlement that day.

A message to BWC: next time you screw over one of your customers by putting your own interests first, you may wish to consider how your actions will be judged not only in a court of law, but also by public opinion. I strongly advise consumers go elsewhere."
 
 
Team:
John Rose
 
 
   Business Reply:
Dear Mr S,

As we all know there are 2 sides to every story.

You had a 12 year guarantee which we would always honour, visiting whenever required to address your issues. Your request for a full refund on your installation to the value of £45,000 left us no option but to defend our position.

You went to the Ombudsman who reviewed the information from both sides. Their award supported our request to rectify the faults and supported our suggestion to have the 3rd party consultant attend to sign off the works at our cost. Their award included an amount of £350 as compensation.

You rejected these findings refusing permission for us to carry out these works and instead decided to submit a claim in the small claims court for £10,000 a reduction of £35,000 on your previous position.

The agreement reached in the small claims court included a full discharge of all future obligations with an allowance of £5,500 for all remedial works.

A realistic and fact-based approach as outlined by the Ombudsman and the Judge would have enabled a sensible solution to have been reached at the outset. To not waiver from a position of a full refund only served to delay coming to a realistic settlement.

We are disappointed at your representation of the “facts” and with your ongoing adverse publicity campaign in spite of the Judges request for this to cease.
 

Review 5 Apr 2020
Not Recommended by customer in EN5
 
 
Satisfaction Ratings
 
Quality 0/10
The quality of the work was as expected and agreed
Tidy 0/10
There was little disruption and the site was left clear and tidy
Service 0/10
The team was friendly, helpful, considerate and professional
Value 0/10
The price represents value for money
Show All
 
 
Customer Review
 
Bifold door, door and window

"When you choose a window install company, you are not only using them for the initial install, but you will be dealing with them for the next decade with any problems or adjustments required. The real test of a company is how they act when things go wrong.

You would want an honest and courteous company that can install with care, that meets its own industry regulation standards, conforms to its own contract, listens to you and keeps its promises, admits its errors and addresses any issues, and is reasonably priced.

Barnet windows fails on all of these.

On the install of a four panel bifold door. They ordered the wrong sized glass and left their rubbish for my builders to clean up. Then by Barnet windows own admission and with no apology sent the “wrong” engineer, unqualified as didn’t know how to “tow and heel” the doors, causing damage to all wood effect frames and scratching all glass. He worked with so little care or attention that he installed a door magnet with a single screw, leaving it sticking out at an angle. There was a 5mm gap at the top of two panels which leant outwards, and the handle was too stiff to lock reliably. The bottom was not sealed allowing water under the frame causing my grouting to go mouldy. Barnet windows are content that this satisfied there post install checks and 22 point BSI check.

I invited the managing director to view the windows and to see his opinion, he actively avoids discussing our issues, and instead berates us for having dust on the doors.

Barnet Windows had plenty of opportunities to repair and make good, seven visits over nine months and the issues still remained. A total of 15 panes of glass were required!

A representative from the manufacturer sees the door and is “baffled” by the install, agreeing it is not what we wanted. Thankfully the engineers from the door manufacturer (not Barnet Windows) visited and sorted the gap, lean and handle in a single morning!

Then Barnet windows repairs the numerous dents and scratches to the white wood effect doors by sanding and filling and spraying in a colour that doesn’t match. Then ignore my complaints about this.

The managing director refuses to pass the companies complaints procedure, and in a raised voice states that we “have nothing to complain about”, and “you and your wife have been no end of problems”. I’m not sure what was more insulting, those statements, or the “ they’re not scratches but marks from install” line! Marks they couldn’t clean off, so damage.

All we wanted was a nice new set of doors without any scratches that would keep weather outside, and that we could close. I don’t think that is too much to ask.

Should there be any issues in the future, I would expect Barnet Windows to not recognise the faults, make us feel unreasonable for pointing them out then make a lack lustre repair, become confrontational when discussing further, become obstructive by not cooperating with a complaints procedure and ignore my use of the consumer rights act.

In my opinion, this is the behaviour that regulatory bodies such as Which and GGF have been organised to protect both consumers and the industry itself from.

To sum up, you can get a much better service and quality of install from any number of other companies, probably for half the price!"
 
 
Team:
Andy, John Rose
 
 
   Business Reply:
Mr G,

Firstly, we’re very sorry to read this review. We’re also quite surprised to see it almost 2 years after installation of the doors. We won’t refer to the details of the issues encountered on both sides of this project here, however, rest assured that we, as ever, endeavour to provide full satisfaction with every installation we carry out.
With 35 years of quality work under our belts, we feel we fully deserve the excellent reputation we have both for the quality of our work and commitment to excellent customer service – it seems that on this occasion, for various reasons, this was never going to be achievable here.
Again, we’re very sorry to read your comments, and wish you and your family well for the future.
Kind regards from the team at Barnet Window Company
 
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