New Wave Doors Ltd

I love these doors but.... customer service is non existent and don’t honour warranty faults. The company service and support from this company had been nothing but painful & time consuming. Responses to faults takes forever and you have to pay a call out fee for an engineer visit, if deemed a fault you will get a refund... this is now the 3rd time I have had to contact the company with regards to my door getting faults, every time the service has been atrocious and taken multiple emails and phone calls before I am even acknowledged! A serious course is customer service is drastically required!!! In recent correspondence New Wave have informed me i am not a customer - My builder did order the doors on my behalf. However in the previous 2 years that i have had faults, you have always dealt with myself directly - without the requirement of going through my builder. This was also the case when arranging the original installation. However John (my builder) has been fantastic in trying to help us resolve this issue. He has has tried contacting you on numerous occasions, to which you have not responded to his calls. On the one occasion you did try to contact him he was on holiday so was unable to answer. You have also told him that the call out fee is standard, yet you told him one amount and me another. You are actually in breach of your own terms, "this is defect with the service", "you will not have to pay us to repair or fix the defect". (extracted from you terms of business from Clause 8.1,8.2). Note in clause 6.11 you state that the service call out charge is refunded in the event this is a defect. In email sent to myself, you have stated to me this is not refundable and i will be charged for any parts on top of this; so you can understand why i am reluctant to pay this call out charge, as you have told us so many lies, or different versions of your process I don't know what to believe. My formal letter of complaint is going in the post, and will be copied to trading standards.