Terrible experience
It started off ok and we almost placed a large order with these guys, but I’m so pleased we never. After some back and forth we agreed a style of windows/doors & arranged a survey which we believed was going to completed by them but it turned out to be a 3rd party.
The first appointment nobody bothered to turn up nor did anyone contact us. When we reached out to Homebuild he said he’d been on holiday so no one had spoken to the fitters which is a poor excuse when there is several people that work here. The 2nd appointment we didn’t receive confirmation and again on the day we were left chasing them.
After the survey we then received an amended quote which made no sense at all. It had windows missing and additional components added. When we questioned this they couldn’t explain which windows they had missed off which was really concerning. We were then told that between the original planned survey date and the rearranged date there had been a price increase with Origin- which was obviously no fault of our own. In addition to this we then received a crazy quote from the 3rd party fitters which was almost £2000 more than the price that they advised Josh. Ohh and they wanted paying in cash and didn’t offer any additional warranty for their workmanship which made us very wary (this appears to be the case on other reviews too). They even claimed this was a discounted price because we were paying in cash.
Anyway we were having serious concerns about using them after that and had a few more questions around the durability of the windows/doors and due to receiving no response from Homebuild doors I reached out to the manufacturer and I am so pleased I did.
They (Origin) actually told me that Homebuild Doors are one of their suppliers but not one of their Premium or Platinum Partners - they simply supply the product only. In addition to this after they completed a search on the fitters they confirmed that they are not approved installers meaning that if we made the decision to purchase from Homebuild and use these 3rd party fitters who are not approved by them or any of the regulators inc FENSA then the warranty would reduce from a 20 year to a 1 year guarantee.
All along the order journey we had been informed that the guarantee is 20 years - but what we were not told is that if we used a non approved fitters it would impact the guarantee.
We have been directly informed by Origin that the 20 year warranty is only valid if the installation is carried out by an accredited installer. If you do not use an accredited installer or choose to fit them yourself this reduces to 1 year.
Luckily Origin assisted us with sharing details of their approved premium/platinum partners who actually come out at a similar price without any back and forth, so don’t always think your getting a good deal with these guys as the premium partners have that relationship with the manufacturer therefore in our case they were able to get us a better deal & provided a reassuring and professional experience.
Based on our experience I would strongly recommend doing your own thorough research before placing any order,
Update following response from Homebuild doors
Firstly I do not take kindly to threats and to be absolutely clear I have been fully transparent and truthful with my review
I have not made any defamatory comments - everything is accurate and has been discussed with the manufacturer.
In terms of my comments relating to the approved Premium/Platinum installer homebuild doors are not, they are a supplier. This can be validated using the search engine on the Origin website or calling Origin directly.
In reference to the guarantee in order to receive a 20 year guarantee from Origin we have been advised that the product needs to be installed by an approved installer. If you choose to fit the item yourself or use a 3rd party that is not approved then this reduces down to 1 year. Again this evidence is clearly available on the Origin website and they will confirm over the phone if anyone wishes to validate this. They explained to me that the reason for this is that they cannot guarantee the workmanship or confirm that they have been installed correctly hence why the guarantee reduces down to 1 year. (They have absolutely no reason to tell me this if this isn’t true)
Therefore if you were to place an order I would strongly recommend that you check if the installer you intend to use is approved before potentially making a costly mistake.
Finally the survey fee I wasn’t disputing the fee it was more around the reliability and the fact that the cost for the installation almost doubled to what we had been quoted by Homebuild doors, together with the fact that no additional guarantee is offered and the request for cash. We would never have agreed to using them or arranging the survey if we knew this in the first place.
Reply from Home Build Doors
We strongly refute the claims made in this review. We have comprehensive supporting evidence that demonstrates the statements are not accurate.
Please note: if this review is not removed within 24 hours, we will be taking legal action.
To anyone reading this review: we take transparency seriously. If you have any concerns, please contact us directly and we will gladly share all relevant evidence, including our 20-year Origin warranty information and proof of our long-standing, positive relationship with Origin.
For clarity, the £200 survey fee referenced was charged by an independent survey company who travelled from Derby to the Hartlepool area, a journey of around 3 hours each way, to measure an entire house of windows and doors. This fee is entirely reasonable given the distance, time, and level of detail required for such a survey.
Additionally, Origin did implement a price increase a few months ago — information we are made aware of precisely because we are an approved Origin partner and seller. This further demonstrates our official standing with the manufacturer.
In terms of communication, the claim that we ignored your questions is wholly untrue and defamatory. To provide clarity:
Emails received from you (Steven Adams): 27
Responses sent by Home Build Doors: 34
Total email exchanges: over 60
Average response time: approximately 6.2 hours (with many replies within minutes, and longer times only when awaiting confirmations from third parties such as Origin or surveyors).
This record clearly demonstrates that we were responsive, transparent, and proactive throughout, making the allegation of ignoring your questions entirely baseless.
Furthermore, we invite you to paste the link to where your claim is stated — however, we doubt that you can, as it is not true and not stated anywhere on their website. We have had confirmation that you contacted Origin directly and they confirmed to you that your claim was not true, yet you insist on keeping your review live.
If anyone wishes to check the validity of the 20-year warranty, we can put you in direct contact with Origin, who will confirm this themselves. Their warranty is also explicitly set out in their Terms & Conditions, available here: https://origin-global.com/terms-and-conditions
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We remain committed to providing our customers with high-quality products and service, backed by industry-leading manufacturers such as Origin.
