Ideal Window Solutions

New front door fitted by IWS in 2017, roll forward a few years and I contacted IWS in person in March’24 to obtain price for replacement chrome door pull and letter box, I left all my details. Didn’t hear anything for several weeks before chasing. One of the many Hollys rang to query my door and say they could find no record, I provided other details but was told I hadn’t ordered from them as they definitely had nothing for my name and address. I dug through our large house renovation file to provide the order form and invoice, to discover our door was supplied with a 10 year warranty. I provided all the details required with photos on more than one occasion to claim for the faulty door furniture under warranty. To be clear we live in a coastal location, our fully renovated home contains aluminium windows with associated furniture, aluminium roller garage doors and upvc doors with chrome ‘Yale’ furniture. I am meticulous about most things in my life and maintain my property on a rigorous schedule. I have had no issues with any other product except my front door furniture. IWS rang several months later to advise that the replacement turnkey and lock was ready for installation. I questioned this as there was nothing wrong with the lock, they repeatedly told me it was the right part even transferring me to an engineer to discuss. An email containing a repeat of the photos already sent was submitted again, the penny finally dropped for them!! I was then told the parts I been chasing since March would not be covered under warranty as it was salt damage. IWS is based in the south coast and they were happy to take my money and fit a product in a coastal environment. They claim I have not maintained it, that is simply not the case, my doors, windows, glass, locks, garage doors are meticulously maintained due to the environment I live in. They would not budge, internet research suggests ‘chrome’ furniture is not recommended for the harsh costal environment due to salt yet they were happy to fit. I have a UPVC door with Yale furniture that faces the sea and it looks as good as the day it was installed so this proves I’m capable of maintaining my property. IWS would not budge, the DCGOS ombudsman service that IWS pay for is powerless to intervene. IWS offered to source and fit the furniture on a ‘cost plus’ basis, they eventually provided a quote for furniture screen grabbed off the internet, that is not my understanding of ‘cost’ as these were retail prices from the internet I could source myself. Further research discovered the same products available for less that I was quoted so there was clearly no benefit in involving IWS. They also demanded fully payment before ordering, given it was now July and I first visited in March, I was not too keen to pay an inflated RRP upfront when cheaper was available nor be at their mercy for fitting. Given that I visited the showroom in March, four months later the issue was no closer to a solution. When Chris ran the whole company we had exceptional service with a conservatory build, sad to see how far the service standards have fallen since that part was handed to Mr E and daughter. All in all a very disappointing experience, think long and hard before spending your money with IWS, they will not honour warranty claims, reading reviews here supports that with several other negative experiences. Do not think DCGOS will give you any protection, they are powerless to intervene and are a paid service by IWS.