Karen Jones

Dear Karen,

We appreciate all customer reviews as they help us to improve our services. However, we would like to clarify that Eaton Home Improvements is not responsible for the works carried out by your own builders and engineers.

The grievances you have mentioned relate to issues with your own contractors, builders, electrical engineers that we bear no association or vetting responsibilities for. We have only provided a double glazing service to you.

Should you still want to, please redirect the concerns in your review directly to your own subcontractors. Our Trustpilot page is not the appropriate nor correct platform for you to voice grievances especially as your complaints can easily be misinterpreted as being linked to works carried out by us.

Again, as per our previous replies FENSA have checked and passed your installation in all areas. A FENSA/RISA inspector carries out checks meticulously in all fitting areas based on current building regulations. You had voiced your concerns about the leak, the FENSA/RISA inspectors checked all the hardware and furniture to the door to address any movement issues. They passed this, thus no further changes were advised or required.

Again as per our previous reply, you have not contacted us at all by email or phone about your leak with the relevant information we need to determine whether the leak is through the letterbox as the primary source.

With respects to our representatives contact with you, our records show that the last contact a representative had with you was September 2024 before your FENSA inspection.

Our representatives and UPVC engineers can work Sundays, however this is entirely at their discretion. It is far from strange and actually quite considerate and noble that our team does this to accommodate our consumers.

Regarding the letterbox, until you email us a video, photos and the questions pertaining to the letter box that we have asked for to deduce whether the letterbox is the root cause of your the leak, as per your passed FENSA inspection we will deem the letterbox as fine.

Replacing a letterbox is not an issue for us IF it is the root cause of your leak and not the floor level that your own builders raised recently. You’ve expressed that we removed your letterbox. This did not happen and there was no reason for us to do so as your letterbox was firmly attached.

Rather than emailing us for the information we require, incessantly leaving illogical negative reviews despite being given full comprehensive and more importantly respectful replies will only make us feel more cautious.
We do not believe it is unfair that we won’t change your door. However, we feel it to be an unfair expectation for you to want us to change a door that has been passed in all areas by two senior FENSA/RISA inspectors.

Why do we not speak to you directly? Kindness is better, gratitude is greater, peace is wise and damage limitation is sensible. In life, as individuals we carry so much that others can’t see. Unknowingly and unintentionally we empty our negatives onto others.

We say this in the most kindest and respectful ways that we are cautious to carry out a service call post FENSA passing our works/actions without the evidence from you that we are asking for.

Best Wishes,

Dear Karen,

We have always taken your concerns seriously and attended numerous service call outs inline with our consistent and attentive customers service and support.

You had addressed FENSA/RISA directly about your entrance composite door which we had installed. The advisory they gave pertained to your own building works and was outside our remit, yet we had a responsibility to prove this to FENSA/RISA as you were unable to provide building control plans from your builder.

We contacted your builder, sadly as you had not paid him for his works, he did not assist us. Our internal pre installation building works check list and photos could not be used as a document to prove a lintel above your door.

Nonetheless, we took ownership and did not argue our remit. We slightly pulled back the trim above your door to reassure FENSA/RISA with video and photographic media that yes your own builder had installed a steel lintel to support the load above our installed door.

After proving use of a lintel installed by your own builder above our installed door, we mortared and secured your bricks with no charge to you to give you ease and facilitate a solution that was outside our remit. Furthermore , we drilled extra screws to the head and sides of the door to mitigate any movement/noises.

FENSA/RISA carried out a second inspection after we sent them the videos in our thorough detailed report. We also gave our opinion that perhaps use of a concrete lintel by your builder would have better supported the type of material load above the door. We had carried out your survey after completion of your works.

FENSA/RISA were satisfied with our report but as a professional body still had to carry out a secondary inspection, which they passed. Their advisories and report considered and mentioned all your complaints about the door, moving parts and hardware.

Your complaint about the letterbox issue occurred before the FENSA inspection. Since FENSA has now conducted an inspection and passed all areas without concern about your letterbox, we are cautious about carrying out any servicing to your door that you may feel is necessary.

I have checked our records and found no email correspondence from you. Please email or reach out to our customer service team to clarify what you mean by “fiddled with your letterbox” and any concerns you may have regarding the actions taken. According to our inspection notes, the letterbox was opened, closed, and checked for secure fitting.

Additionally, please send us any photos of rainwater leaking and indicate the frequency of this occurrence. For example, does it happen every time it rains, or only during heavy rainfall? When did you first notice this issue? Our records indicate that you informed us of recently raising your internal floor level at the door threshold. We would appreciate details on the work done, as we need to understand your perspective regarding water entry through a letterbox that has not leaked for three years post-installation.

This inquiry is not intended to redirect ownership of replacing hardware but to understand the root cause of the issue you are experiencing.

Best regards,

Dear Karen,

We have looked at the visit notes on our management system. We have read through the advisories suggested by FENSA that could mitigate any noise from movement to your door. We have spoken to our representatives. The fitter had no cause or reason to “fiddle” around with your letterbox. The service engineer opened and closed your letterbox to ensure it was attached securely to mitigate any potential noise or rain water seeping in from an unsecured attachment. This was done PRE FENSA inspection. No tools were used to adjust your letterbox.

You had raised an issue with water leaking through the letterbox before your FENSA inspection and said this happened after you said you had changed your internal floor level area in your words.
There had been no reports of rain water coming through prior to you raising the floor level.

Our representative suggested an application of silicone around the letterbox. Discussions relating to a composite manufacturer pertained to your glass cassette inside your composite door to insert an additional rubber seal. However, we were advised not to tamper with the glass cassette.

Your whole installation including your bifold and windows passed inspection. However under Building Control, FENSA queried use of a lintel to support the load bearing above your composite door. We removed a little of the trim above the door to show that your builders had installed a steel lintel.

Your inspection was carried out by two senior RISA inspectors after your complaints about rain water coming through your letterbox.

We are now very cautious to “fiddle” or tamper with any thing to re assure you post PASS verification and certification from FENSA.

Best Wishes,

Hello

I would like to thank you for providing your honest feedback. When I read your review I was genuinely concerned about the service you have received. This is far from the level of service we aim to provide for any of our customers and would ask you to please accept my sincere apologies for this.

We would like to fully investigate your repair journey to see where we have failed in service and to see what we can do to resolve the issues you have raised. Can you please provide your postcode and house number to karen.pallister@pacifica.co.uk

We will look forward to your email and having this resolved for you.

Kind regards

Dear Karen,

FENSA have passed your inspection as Building Regulation Compliant on July 22 2024. The visit was carried out by two senior RISA inspectors on the second occasion after you missed the first inspection.

We are grateful that they carried out your inspection swiftly and confirmed that your builder had put a lintel in place as per our photos to support the weight bearing above the door.

Trustpilot monitor reviews and use sophisticated logarithms and technology to remove fake reviews. We have consistently maintained an excellent rating.

Our feedback from you supports a satisfied outcome after the FENSA inspection. However, please don’t hesitate to contact our customer services or email
info@eatonhomeimprovements should you have any other or further issues with respects to our installation not the private building works that you carried out.

We believe our aftercare service levels have gone above and beyond where as good will we have fixed damage to the cill free of charge that had been caused post installation by your builders.

We have carried out Service calls to listen to your door on many occasions. The RISA inspectors were excellent, they also sat and listened to the door for an hour.
We carried out the extra advisories by them such as additional screws to the side of your door to mitigate any potential movement. There was a question about use of the lintel. We took off the trim to show FENSA/RISA that your builders had indeed installed one.

Best Wishes,