Avoid at all costs, if there is a problem they will not resolve it.
Having a horrendous experience with this company, avoid at all costs.
Had a whole house done with windows, bi-folds and composite front door.
Nothing had been registered with FENSA until over a year later.
Nothing but problems with the front door constantly making noises and clicking. Also the sill has broken as poor quality by the looks of it. I have been dealing with Mo from Birmingham, then Emma at head office and now Sakib who is apparently the Director who has not replied to my latest messages after promising he would get this sorted and resolved. I’m at my wits end.
They have promised since last year to sort this out for me and then advised I can speak to FENSA myself (which is when they discovered they hadn’t registered it). FENSA have advised they do not deal with the public and Eaton Home Improvements should not be advising to contact them.
Eaton Home Improvements have agreed the noises are not right, I have this in writing from them but will not sort it out or replace the door and just keep going round in circles saying they do not know why it’s happening.
I am a disabled person trying to resolve this issue and it’s going round and round in circles with no end. Such poor service and poor quality products.
Reply from Eaton Home Improvements
Dear Karen
We aim to reply to negative review(s) within 24 hours. A longer response time has resulted from the necessary investigations related to your review complaints. We are sorry that you have experienced noise issues with your Composite Door. We have recorded that these noises were first heard 8 months post installation. We take the quality of our products very seriously. Unfortunately, upon our many service call outs, we were unable to hear such noises.
Our investigations have collected and considered evidences from •Associated third party reports (Supplier findings)•CRM notes.•System house error reports/ findings•Fabricators-machine loop checks/moulding/drainage checks•Expertise of fitters, UPVC/Composite engineers •Knowledge and understanding of professionals. Having taken your video recording into consideration, supply and install representative have unambiguously confirmed that the level and types of noise you have reported is not attributable to the Composite Door/fitting. Interestingly, advice from GGF (Industry standards) is that some Composite Doors may make noise which settles. Although uncommon, the type of noise released by Composite Doors is a known common sound from the contracting of the metal composites. This phenomenon is typically associated with sun facing properties, which causes the materials of the door to relax and expand. However, the noises that have been captured on video are much beyond the normal expected range.
We completed the works related to the property in June 2022. The contract related to the property was in a third-party name thus any communication, payments made were from the third-party company. In terms of your FENSA registration, the project was for commercial purposes as per the signed agreement with the third party and access to building site. FENSA does not cover the installation commercial properties. We have had no hesitation to back date the registration at the installation address under your name. You have received your FENSA certificate in your name against the installation date.
With respects to poor quality products and services, our records of communication with the third-party show swift and committed response levels with call outs carried out in good time. Records show that an adjustment was required to the external rubber seal to the traffic Bifold door. This call out was completed within a week of the third-party builders notifying us. Our records show that December 2022, the third-party builder requested a call out to look at the composite door that seemed to be making the noises. Our engineers came to check the door fitting etc. We changed the locking barrel at your request. At that time there was no damage to the cill that you have now reported. We have no hesitation to replace a cill that was damaged at no fault of ours. However, there is little point in terms of satisfaction if you are wanting a complete door replacement believing it to be the source of the noise.
The engineers that have visited have reiterated that during call outs they heard no noise. They noticed however, that other extensive works had been carried out and likened the noise in the video recording to pipes that hadn’t been secured in the wall or flooring. The noises on your videos do not pertain to composite doors. Our multiple call out records show a Frame adjustment, change of door keeps, locking strip and cylinder to rule out loose component noise from mechanics. We have no other complaints otherwise recorded on our systems against the windows and other products that you fault. An Independent RISA inspection can be requested to assure compliance in confirming to building regulations for replacement windows and doors.
We do not believe changing your composite door to another will resolve the noise issues experienced. We hope that our reply offers you a deeper and more satisfactory understanding from our investigations.
Best Wishes
Head Office
(85 Great Portland Street W1W 7LT)