My Wife and I had purchased a property. We took on the services of this company in May 2015. Installation was 4 sets of upvc French doors, 2 single doors, 5 windows, install a pet flap in one of the doors and to remove an existing exterior tiled roof porch structure to upvc clad and fix/fit back.
MPN had full rein to install upvc doors and windows throughout this property as at the time, we were not living at or in the property and did not move in until December 2015.
The french doors and doors saw closing and locking issues shortly after the time we moved in, resulting in four call outs over the 2 years of installing that didn't rectify the issues.
One set of french doors that provide the main entry and exit, saw the right door rubbing and jamming into and against the underneath of the exterior tiled roof porch structure.
There were gaps on the interior wall areas where the french doors were fitted. I was assured these would be seen to and sorted but despite phoning MPN (when the installation was completed and after) no one has bothered to come.
Another set of french doors to the rear of the property saw rainwater ingress that has damaged the solid oak flooring in the room. The flooring has areas of damp/wet and the flooring has black areas and curling up. Two wooden bespoke fitted bedroom units stand on the same flooring, wooden feet are damp.
The garage side door saw gaps you could put your hand into and the lintel exposed. On contacting MPN (after installation and after) always assured on phoning MPN that someone would call and see to things. They didn't.
The first installed pet flap saw replacement as the pet door flap was unable to move freely back and forth and couldnt be budged. The second pet flap installation saw missing internal side panel areas. The workman informed me when meeting him prior to the fitting for the third pet flap that he had not fitted a pet flap before.
The exterior tiled roof porch wood brackets (I was informed by Paul Webster that the cost was £200 each) were 2 blocks of sawn off wood, fixed to the brick wall areas to the left and right sides of the porch and each had a white wheel shaped internal section plastic decor.
Some door thresholds were found split or cracked and found to have a make shift repair by being stuck with sealant were also replaced. Screw heads for much of the installation werent fitted with plastic screw caps.
There are thick gungy sealant areas at the sides of the exterior main entry and exit french doors.
Fixtures and fittings were rusting having corrosion. Furnishings, i.e., door handles and letter box (all under a 10 year warranty) all had to be replaced due to some tarnishing, rust and pitting issues.
The issues with the doors continuing to have closing and locking problems along with the rainwater ingress led to a number of phone calls and chasing up to get matters seen (and finalised) so to have no further issues.
MPN in December 2015, sent out a locksmith (who mentioned we didn't live far from the sea hence the corrosion and rusting of fixtures and fittings). When mentioning to him that other people we knew who lived closer by the sea didn't have rust or corrosion issues he mentioned we probably had a bad batch of fixings and fittings. We were left for 6 weeks not being able to secure one set of french doors as the locksmith took a fixing part away and had to put in a new order.
The issues have had gone on too long and long enough. It can be fair to say much patience and time were given for MPN to sort and fix the issues yet no one from MPN that called fixed the issues.
Chasing up MPN ensued and in October 2017 got some visits and the issues were further looked at. I was assured of things being sorted once and for all and some MPN workmen were sent a week later.
They carried out some remedial work on all french doors, doors and exterior tiled roof porch. Some basic filling was done on the interior top section lintel area of the upvc garage side door.
A week later, due to complaint about the thick gunge sealant around the main entry and exit french doors, upvc side strips were fitted to cover up the gunge.
Side end cills were supposed to have been replaced (ones that were initially fitted cracked or fell off) and we were assured these would be done but still haven't.
MOD PLAN, the company that supplied and fitted the door furnishings called out to replace the entire door furnishings.
My Wife and I spoke to Paul Webster (Head Office) of MPN upVC windows, doors and conservatories on the 28 October, who assured that he would arrange someone to come and inspect the remedial work (once the remedial work was finished) and would personally visit to discuss the damaged solid oak flooring and bedroom fitments.
Sad to say, Mr Webster has not been in contact since (despite having my landline, mobile and email contact details). I've written 3 recorded delivery letters, with polite and amicable request for his contact to discuss suitable convenient dates by and from him to be able to come and visit.
It's appreciated the remedial work and replacement door furnishings have been done but I certainly did not envisage or expect to face 2 years of what my Wife and I really feel is a very poor customer aftersales service. I feel fair to say that MPN have had more than a long enough time frame, i.e. 2 years to sort the issues, see to more than a few aspects of shoddy installation and presently being cold shouldered and ignored by Paul Webster over the damage to the solid oak flooring and bedroom fitments.
I've had upvc doors, windows etc., installed by a well known uPVC company at my previous home and never came across or had any issues with cause to complain.
This MPN Installation cost £7,050 in 2015 and is covered by a 10 year warranty. Overall, the material quality appears fine and satisfactory and the sales and survey pitch carried out by Paul and Melanie Webster saw an eager prompt response and being most obliging. Port of contact was excellent during this stage.
My rating is based on our experience and as an MPN Customers. Despite the ongoing issues of 2 years and getting it sorted, my Wife and I didn't expect to find issues whatsoever, certainly in all retrospect and to be fair, if only a little but certainly not much as experienced.
We did however expect at least a good (if ideally an excellent) and satisfactory after sales service. I have met mostly with straightforward MPN staff phone and visit wise, but in respect of having messages passed on or getting call outs and having someone turn up from MPN, I've found that I've had to continually chase matters up. Messages do not appear to be passed on or if they have (as I was told on a few occasions they have), I am not contacted back.
One of MPN's staff Mr David Williams, arranged to call out and sent a text on the morning he was due to call cancelling his visit. His reasons - the weather(yet no gales, storms, or heavy rain) and that he was busy!
On contacting MPN after that text, they arranged for David Williams to call out the following weekend - a Saturday. I requested assurance (as I am self employed and only home on weekends) that he would turn up. I was let down once again as David Williams didnt turn up. A call to MPN mentioning the fact David Williams hadnt turned up and his manner on the phone when phoning him, gave apology on his behalf and informing me he had personal issues!
Unfortunately, it's felt Mr Webster has no intention to visit to discuss the damaged solid oak flooring and bedroom fitments. I have sought further advice of my position.
I have dealt with MPN respectfully throughout these past 2 years. I appreciate that MPN have good reviews and am pleased to find some customers on reviews sites are happy. However, though I would have liked to have been one of those happy customers and would have been more than happy to have left a top review, sadly my experience with MPN falls very way short.
I have been genuine, sincere and truthful in my review.
