truhouse. Simply windows and doors ® Avis 164

What a great job from start to finish, the fitters Steve and Dan are great, clean and tidy and fitted our front and back doors perfectly. Would recommend truhouse every time. Thank you.

Excellent service and installation - very impressed with the end to end process - thank you

The sales team are friendly & helpful & the installers couldn’t have been more efficient.
Great company & would highly recommend.

I chose Truhouse because they came across as professional and trustworthy, but parts of the aftercare have made me regret that decision.

Not long after the front door was installed, it became very difficult to close properly — especially in cold weather. Quite a few times we thought it was shut when it actually wasn’t. The issue turned out to be partly how the door had initially been hung and partly due to a faulty lock. To be fair, Truhouse did come out and rehang it free of charge and replaced the lock, and the engineers who came were helpful and professional.

The problem is that the fault with the lock had already caused damage to the frame, as the bolts didn’t recess when they should have on several occasions. Even though Truhouse replaced the lock under warranty (and so acknowledged there was a fault), they said the damage to the frame was “accidental during use” and that changing the frame would require a full re-install at my cost for labour.

When I asked about getting the frame sorted, I was told:

“…the visible damage to the door frame falls outside of what our warranty covers. Our terms make clear that while we cover manufacturing and installation faults, aesthetic damage or wear caused through use or external factors is not included. In this case, the warranty does not extend to repairing or replacing the door frame itself.”

The damage wasn’t caused by external factors, but by a faulty lock they had supplied. In any case, that distinction is legally irrelevant to my consumer rights.

The email went on to say:

“Unfortunately, the original manufacturer of the door has now ceased trading, which means that replacement parts are no longer available – even on a chargeable basis. This limits what we are able to offer in terms of repair or replacement.”

That turned out not to be correct. I knew who the manufacturer was and called them within minutes of receiving the email — they confirmed they were still trading. Even if they hadn’t been, my contract was with Truhouse, not their supplier, so it shouldn’t have affected my rights.

I’ve since spoken to Trading Standards, who advised that, as I’ve been unable to reach a resolution with Truhouse, the next step would be to pursue Alternative Dispute Resolution. It’s a real shame it’s come to that, as the engineers themselves were excellent, but the company’s response overall has been disappointing.

On the basis of the look of the main part of front door, which has been installed, and the guys who came to quote and fit for the door I’d have loved to have given a 5 star review, but the total incompetence and awful customer service from the central office staff means that 1 star is all they deserve.

It should have been a warning when every email I sent to the main sales email address was completely ignored and it was only when I emailed or phoned the specific sales person in the Hereford sales office that I got a response.

Then when I agreed the final quote both office staff in writing and the surveyor verbally advised that it would be approx 4 weeks between order and installation. This ultimately ended up as 8 weeks and then only because I called to chase up for an installation date due to our previous door rapidly becoming a security risk.

These were relatively minor inconveniences that I chose to overlook given the amount of time and money I’d already invested with Truhouse. However things just deteriorated when it came to the installation. Two of the parts for the door had somehow not been ordered, despite the heavy emphasis from the company that all the details of the quote must be meticulously checked before ordering. Something which I did thoroughly as requested, but which was clearly not done by their own staff. One of these parts was a “drain cap”, a small part admittedly, but its absence now means rain water is getting into the inside of the door frame doing unknown amounts of damage for however long it takes Truhouse to get around to organising a new part (based on previous experience, several months). Given that both parts were never ordered in the first place, leaving the installation unfinished and water leaking into the door frame, the last thing I was expecting was to have payment demanded the same day for an unfinished installation! Yet I was told in no uncertain terms that finishing the original installation was “remedial work” and that I had to pay the complete balance before the parts, which were part of the original quoted design would be ordered, let alone installed. When I refused, on the grounds that these were not “remedies” to the original installation but parts that were completely missing thanks to an error on Truhouse’s part, I was then threatened with additional fees for failing to pay for “a completed installation” on time.

Needless to say that currently still I have no idea when my front door will be watertight and would warn against anyone using Truhouse in the future.

Good job. They were polite, timely, neat and tidy.

Adam and Steve were great. They did a very neat and tidy job. The showroom and office staff were also fantastic and helped me with all my queries prior to the work starting.

We have just had the first four windows of a complete replacement installed by truhouse and I wanted to give a shout out to the installers Adam and Steve for the fantastic job they did. They are professional, skilled, well organised as a team and very friendly guys to have in the house. Any questions we had were helpfully answered and their attention to detail is excellent, working with us to ensure the finished installation was to our complete satisfaction. Adam and Steve are great representatives of truhouse the company.
The final doors and windows will be installed in a couple of days and although we know a different crew will be coming we have absolute confidence that truhouse will do the same excellent job. When complete I will update or send a new review on the whole experience of using truhouse, which briefly said has been exceptional. More later!

Adam and Steve did a great job. Excellent finish and very tidy

We had a bedroom window fitted. The pre-sales and instalation process was effective and informative. The fitters Adam and Steve arrived 1 1/2 hours before suggested time and worked efficiently, cleanly and were informative and polite. We’ve used truHouse before and would use again.
Photos show new window without final finish to wall.

Adam and Steve were nothing short of brilliant. Five days of installation handled with total professionalism. Each room left spotlessly clean and nothing was too much bother. We are delighted with our windows and would thoroughly recommend Truhouse.

Adam and Steve were fantastic! What a lovely team they are. Thanks so much for your excellent work.
From Di and Gray

Fantastic service from Steve, was here on time and installed our new door with great knowledge and professionalism. A great company to do business with, will definitely look to use them again in the future.

Needed a new front door rang truhouse at ryeford, very polite and efficient young lady answered my call made appointment to call by at a time to suit me and arrived on time.measurments were taken and recieved a quote within 48hrs,about 3 weeks later the door was fitted steve and josh again very polite excellent quality of work what impressed me the most was I was kept updated by the young lady as to when everything was going to happen this is customer service at its best.John Dicker.

All staff including Sales,Surveyor, Installerss and office staff were polite, efficient and friendly.
However, they had to return asdrain caps were not available at installation and really should have been astock item on the installers van

Efficient . Friendly . Careful . Well fitted . Happy with product

This is the second time we’ve dealt with Truhouse and we can’t recommend them enough. They are informative helpful with a range of products to suit our diverse needs. This time we had 2 ultimate Rose sash windows installed by Steve and Josh. They were skilled, considerate , tidy with attention to detail as well as polite and a delight to have in our home. Thank you.

Adam & Steve from Truhouse Windows fitted 2 flush casement windows in 2 bedrooms in the house. The job was completed quickly & the work was to a very high standard. This is the 2nd lot of windows we’ve had Truhouse fit & we can’t fault the service. Would definitely use again & would have no hesitation in recommending.

Great service throughout the process from quick initial sales visit, followup detailed survey then two-day installation from Dan, Adam & Steve. Quality finish and neighbours all saying how smart looking.

Truhouse were a pleasure to do business with. From quotation to installation the team were professional, friendly and responsive to any questions we had. Our installation team - Steve, Dan and Josh - were fantastic. They really cared about the quality of their work and went out of their way to look after us. The team exceeded our expectations and we couldn’t recommend them more highly.