Insulating Windows

Company Response

Firstly the door is 6-7 years old. I have attached a picture of the door, which will demonstrate its poor condition. This is a door covered in scratches and one which appears to have taken much wear. The lady requested Insulating Windows to inspect the door as paint was bubbling on the cassettes around the sealed units. Our service engineer inspected the door and agreed that the paint was bubbling and would seek assistance from the door manufacturer Eurocell. Eurocell went and looked at the door. It was the conclusion of Eurocell that the door had been cleaned with a cleaning agent, which is not recommended. It is the opinion of the manufacturer that the issue with the door was as a result of the cleaning agent and therefore of the customers making. Insulating Windows have been awaiting a report back from Eurocell. The Eurocell representative was absent from the business for much of December due to illness. The industry has only just returned from the Christmas break. Mrs Cox claims that she has a 10 year warranty. Eurocell reported that they were under no obligation to honour the warranty due to the damage being caused by the homeowner. As a supplier Insulating Windows can only honour the manufacturers warranty. I understand that Eurocell have spoken with Mrs Cox and have told her of their finding. I am also told that they have said, whilst not accepting any blame, that they will replace the cassette as a gesture of good will. In summary Mrs Cox claims that we the local company provide poor customer service. We have raised her issue with the manufacturer. We have maintained contact with her informing her the actions we were taking. We organised for Eurocell to visit her property. I would request that the statement is removed from your web site.