Excellent customer service but standard of cleanliness to improve
We have 7 windows installed by Eaton for our new home recently. Emma has been very patient and approachable throughout the process. The team also accommodated our schedule for pre-installation review and even carried out the installation on a Sunday.
The windows are sturdy, covered by 15 years warranty, and we are in the process of arranging post-installation survey from FENSA. The price is reasonable and competitive too.
The only reason we are unable to give 5 stars is due to the standard of cleanliness during installation. Old, dusty and used dust sheets were used to cover our new carpets and no new dust sheets brought for our mattress. It was explained that the company has policy that dust sheets can be used for two projects as the installation work is not too dusty, which we don’t agree as it involves sawing and drilling work, lots of dust produced during the process. The dust sheet is also clearly very dusty and not cleaned (with stains mark) - we doubt it has only be used once.
We can see the team strive to provide the best service so we sincerely hope the policy can be reviewed and avoided in the future.
Reply from Eaton Home Improvements
Dear Sheau Yun,
Thank you for taking the time to write such a helpful review. Your constructive feedback is invaluable to us. Besides a high quality installation being important to our consumers, your feedback reminds us of the other important matters that can unknowingly be overlooked.
At Eaton Home Improvements, we would want you to feel comfortable to have us install for you. It’s only polite that your house rules whatever they are (if in line with that of the Health and Safety Executive) are always considered and respected.
It's important that our policies reflect this and that they triangulate back to their effectiveness and primary need of. In this circumstance “The Preparing for Installation Policy”. Your feedback (thank you) has prompted us to revise the above policy.
Dust Sheets will still only be used twice before they are washed (some silicone or brick dust from brick out work may still remain. There are no stains from wood dust or saw).
Dust Sheets will still be used for a similar type of installation and household. For example, dust sheets from smoking households or households with pets will not be used in a non smoking or pet free household. This helps mitigate the introduction of allergens associated with those life style choices.
We are now considering the following amendments to our policy, addition of which will depend on the email and post satisfaction feedback reviews from our recent installations.
The amendment- Additional spare new sheets will always be kept on transport. Brand new sheets will always be available to use by the consumer in addition to the ones that have been used once before or washed.
There may be a small charge to the consumer to request the brand new dust sheets on the day if not requested before when asked by us pre installation.
The consumer can keep their brand new dust sheets if they’ve been charged. The small charge won’t be profitable. It may be charged in some instances to deter the use of brand new sheets if the sheets are not entirely required or necessary. This is to simply avoid the dispose of so many resources especially if they can be washed.
Of course the consumer can use their own dust sheets and coverings as long as the material of those sheets do not encourage a slip or fall. Heavy Duty Cotton Dust Sheets as opposed to Shiny Synthetics are best.
We are sorry that on this occasion we were unable to provide new dust sheets for your mattress and are grateful that you were able to provide your own covering for your mattress
Whilst our post satisfaction reviews voice that our customers are happy with the cleaning up and in fact surprised with the minimal dust associated with the works , your feedback has made us keen to carry out some on site visits to pay particular attention to this. This may bring points to our attention that could further mitigate your concerns about the dust sheets.
We hope that by ensuring to keep spare brand new sheets on the van that as you hoped such matters will be avoided. Finally, we are delighted that you found our services accommodating and competitive. We look forward in installing for you again soon -with the new dust sheets :) Free of charge as we understand this as your preference.
Thank you again for your wonderful and helpful review.
Kindest Regards,