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At 5 Star, we've been designing and installing exquisite home improvements for customers across Worcestershire and the surrounding counties since 2002. Today, our unique product range includes exquisite: - -Windows in the latest designs, colours and finishes - Entrance, bi-folding, patio and French doors - Conservatories, orangeries, glass rooms and lifestyle extensions - Balustrades and Juliet balconies - Roofing trim We have two of the Midlands' largest and best equipped showrooms in Kidderminster and Worcester and will shortly be unveiling a third showroom in Hall Green, Birmingham. Having built over 3,000 living spaces and installed more than 30,000 windows and doors, we have unrivalled expertise and understand how to enhance the home of every customer. We're committed to providing quality assured products, an exceptional service and the very highest standards of workmanship. As members of the nationwide and market-leading Conservatory Outlet network, we also have access to a unique portfolio of products that incorporate the latest energy efficiency and security features. These products are unique to us and not available from any other supplier locally. Having attained Ultraframe Ultra Installer status, our roofing systems are carefully designed with the individual snow and wind loadings of each individual postcode and are installed in accordance with Ultraframe's standards. 5 Star are also members of the Federation of Master Builders and FENSA registered. Our guarantees of up to 20 years are twice as long as the industry average and are insurance backed by The Consumer Protection Association for complete peace of mind. Customers can also choose from our convenient payment options to make every installation more affordable than ever. Whatever home improvements you have in mind, 5 Star's friendly team can work with you to provide the perfect solution.
Company Response
Thank you for your review. Every day we try to be 100%, it’s our ethos, we call it 5 Star. Sometimes we fail and that makes us sad, looking back at your journey there were aspects that weren’t perfect. Ideally, our builders wouldn’t have been a day late and our glass supplier wouldn’t have delivered short…so we unconditionally apologise. I’m certain you’re aware that your installation was completed during a period of transition at 5 Star, when Andrew O’Neill our new Operations Manager had just instigated several changes to our structure, and to the team looking after you within our installation department, I note you acknowledged that in the later stages communication did improve. However, our telephone system records all incoming and outgoing calls, so we’ve reviewed 23 in bound and 14 outbound. We have also read 22 emails from you with 22 replies and a further 14 to you detailing information. I note during our telephone calls, on more than one occasion you comment on missing calls and not having received emails which we sent. We confirm you requested a copy of your finance documents and deposit receipt on the 21st March, 7 days after paying your deposit, which we emailed to you the same day. We had posted your deposit receipt, along with your CPA registration form and a welcome letter the day before. We don’t normally plan the physical positions of light switches or sockets, until our electricians are onsite and after the buildings are constructed, as often customers want to make these decisions once the walls are in place and furniture positions are decided. Thank you for acknowledging our payment to you for one days lost income – agreed by ourselves on the actual day. We apologise that you had concerns regarding your guttering and downpipes being disconnected, which I understand all are now all in place correctly with the new structures guttering being complete. There did seem to be some confusion over the window designs and I acknowledge your concerns over the original fitting, but I do say, most politely, you do have the most demanding of standards and expectations of our process with timescales desired before orders are placed or delivery dates confirmed. You mentioned the fitting of temporary polycarbonate glazing in two panels, which was due to an unusual supplier issue and not incorrect ordering. Fortunately, this happened during the hottest summer for 40 years, when no rain was forecast. Normally we would not fit temporary polycarbonate, but we did it at our risk, to keep the projects timescale uninterrupted. The designer’s timescale of 6-8 weeks didn’t include your final snagging, so were reasonably accurate. Again, we thank you for your review, because without challenging situations we will never raise our standards bar. I thank you for settling your final invoice, which indicates that your conservatory was completed to your satisfaction.
The above reviews are the opinions of the individuals submitting them and not necessarily a true reflection of the performance of this business. We therefore disclaim all liability and responsibility arising from any reliance placed on them.
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