Anglian Home Improvements

NEVER, EVER USE ANGLIAN WINDOWS. You will regret it. Timeline of events 1st October 2021 we contacted Anglian Windows to replace our original sash windows for double glazed sash windows - one set upstairs and one set downstairs. 5th November 2021 we contracted Anglian Windows to do the work and paid deposit of £2386 (total cost would be approx £11,930). 7st December 2021 survey took place for the windows 1st April 2022 scaffolding put up - all good so far! 10th May 2022 installation started, old windows ripped out of ground-floor windows. End of day the installation was halted by us. No installation took place for the upstairs windows as the downstairs windows were clearly wrong size - we lost 37% of the glazing size and the room was significantly darker 10th May 2022 Anglian admitted their mistake and said they would remeasure, replace and reinstall new windows at correct size. Surveyor quickly returned to measure up. We agreed to this solution. From 10th May until 3rd August, we constantly contacted the local depot and customer services to understand the install date. Sometimes calling every day, with no answer. No information was given whatsoever and on the majority of occasions, not a single call back. 3rd August customer services told us to email CEO complaints. We did this. No reply given. Mid August, we spoke to the local depot responsible for the windows and we were informed that the new windows HADN'T been ordered and it would take another 3-6 months. This conversation was rude, and upsetting and when we put the phone down we received a pocket dial from the depot manager who we heard call my husband a ' f****ing see you next tuesday' in front of his whole office. At which point we made a formal complaint about the service received, and were reallocated to an area manager. This area manager verbally agreed to a £2000 discount for the works and guaranteed that the windows would be installed in January 2023. October 2022 - they came to box the internal windows back in as it was a total eyesore. They saw this as a 'gesture of goodwill'. 7th November 2022 - scaffolding still up on our house after being up for 6months. We started receiving complaints from our neighbours. Early Jan 2023 - we received a call to say 'there may be an issue with our new windows but they were doing all they can to get windows in on date they promised'. 20th January - install date but no one showed up or contacted us. A few days later we received a call to say the windows had been mismade AGAIN, and that installation wouldn't be until 24th April 2023. The area manager was sympathetic with us, and said we'd received terrible service. He admitted that if it were him in this situation, he wouldn't go ahead with window installation. He agreed a refund on deposit was appropriate and would pass us over to insurance and compensation team to repair the damage to our house. From this point, we didn't hear anything from them, despite nonstop chasers. We were then sent a letter by the company solicitor saying that they would refund us our deposit and come collect the windows on confirmation of this offer (within 13 weeks). This would leave us with a gaping hole in our house and damages to our house. We have had back and forth from the lawyer, but every time the only solution they offer is a refund on the deposit and they'd come collect the windows. As you can see this not only has caused us significant distress, a huge amount of time lost (literally hundreds of calls and emails), financially worse off (we originally planned this in 2021 to avoid rising energy costs) and we have not had a single realistic solution. We are now forced to repair the damage they caused (professionals have told us they removed parts of the windows that we will now have to pay to replace) at a significantly higher cost. 1.5 years later, we are left with windows we do not want, distraught at the communications they have given us, and not had a single offer of compensation since. We have never had such horrendous service from a company before. Thinking of using Anglian? Run as fast as you can away from this company.