VELFAC Avis 

The staff replied promptly, and were very helpful.
They resolved my problem (missing keys)

Excellent company - quick response and very helpful

Miles and his team from MLO came to our house in Suffolk, which has a very extensive number of Velfac windows. We had a number of beads or seals that needed replacing and they ended up having to take out a lot of the frames in order to fix the issue (caused by light damage and old age). I have to say they did an absolutely first class job. We left them to access the house freely, entrusted them with the keys and a week later when we arrived the windows were looking great and the house was looking clean. Many thanks Miles!

Great customer service, all communication was responded in a timely fashion. I would recommend.

Eddy (what a very nice chap) and ASD Servicing - fantastic repairs thank you

Fantastic service from Eddy at ASD Servicing.

He was extremely knowledgeable and fitted the replacement part very quickly. As well as being very professional, Eddy was really helpful in advising how to keep the window unit working efficiently and he even found the time to likewise advise on a window door.

Very highly recommended!

VELFAC / Dovista’s customer service / aftercare service is truly appalling. From the moment you submit your claim, you’re made to feel like you’re wrong. For reference, our external door suffered an internal part malfunction, which was a bracket that broke. Instantly we were accused of misusing the door. If opening a door is a misuse of the product, I’d have bought a fixed panel window.

After 6 weeks, they sent out a company called ASD to make the door safe. The man that attended confirmed the door was broken. Cheers. The service was so poor, his colleague didn’t even enter the house. From his visit, he concluded we had ‘misused the door’ - again, what does this mean.

We were told by a Dovista / VELFAC employee our product was covered under our warranty. She then left the company, didn’t forward on our case and then the incompetent employee who took over the case closed it within a day saying it had been concluded. It hadn’t.

Behind all these employees is a condescending manager. You know the type. Their number 1 aim is to belittle and make you feel like you’re wrong - gaslighting?

We’re nearly 2 months in to this. We’re now waiting for a mysterious man, the only one in the country, allegedly, who can assess the door.

I strongly recommend looking elsewhere for your products. The customer service is beyond woeful and you’re bullied into thinking you’ve done something wrong from Day 1. We spent over £15,000 with them and I regret doing that. No matter who you speak to within the company, the script they read from, consistently makes you feel like you’re wrong. Please shop elsewhere.

**UPDATE** - 12/07/24 - WE ARE STILL WAITING FOR A QUOTE FOR OUR BROKEN DOOR TO BE FIXED

The company are a joke.

Having used Velfac for our previous very large house 8 years ago and were very pleased with the product and the install we decided to go with this product for our latest house.
The experience was not comparable.
The list of defects and problems are too many to list here at least 12 problem areas.
Almost a year on we are dealing with two poorly fitted / faulty sliding doors which are leaking and have caused new skirting boards to lift and bubble.
Two upstairs glazed panels that have an jnternal milky fault on glazing.
All upstairs windows have suction marks on glazing from the install? Factory?
We are being passed between Dovista and Westcott construction who did such a lousy installation.
Still waiting for Velfac to step up and insist that this is sorted out.

I’ve got velvac windows completely drafts all round glazing beads fall off this company should not be producing windows they are 10 years old Jersy Channel Islands can anyone help

Angela provided a level of Customer Service, to a superior standard. First Class communication and assistance at all times. Thank you very much

Outstanding service. Windows (6 years old) had a problem which was resolved speedily and completely after just a phone call and Eddy from ASD servicing came twice and handled everything with politeness and professionalism.
This was all way above and beyond our expectations.
Thanks!

Eddy from ASD Servicing came today, and he was highly efficient, helpful and went the extra distance to make sure our replacement window was fitted just as we wanted it. Thank you.

What a fabulous company !
My house has their windows which are now twenty years old. They are amazing quality and still in great condition even though we live by the sea.
I needed some security keys, most companies would simply ignore my request....not Velfac as Alison came to the rescue with rapid and very professional help.
We will extend our home in the future and will, without doubt, keep to Velfac windows not only because of their great quality but also because they actually really do care about their customers.

Excellent service .ASD arrived punctually and fixed loose door handle

Thank you very much for Velfac to contact ASD to come by urgently to handle our patio door problem. Although is an easy fix, we still appreciate they can show up so soon.

Visit by Sam and his colleague from ASD Installation to repair Velac window hinge slide mechanism. They turned up punctually and the job was done efficiently and professionally in under an hour. I had to pre-pay for the work to be done, but when it turned out that they didn't need to use the long steps to complete the job, which was 30% of the cost, I was immediately contacted by Toyah from their office to arrange a full refund. Full marks to her proactive customer-oriented efficiency.

Great engineer!

I would NOT recommend Velfac in the UK. My recent experience has been abysmal and I have used Velfac windows twice previously in 2015 and 2021. They are no longer what they used to be. First, they are now owned by a holding company, Dovista, who own most of the Danish window and door manufacturers, AND they are 'figures' people and in the UK they couldn't care less. They appoint distributors (or perhaps Velfac themselves do that), and the distributors for my area, Excel, were dreadful in 2023. Velfac in 2015 had trained fitters for their windows. Not any more; they are 'fitters' of anything. First there was a delay with the order without a satisfactory excuse. I am comparing my recent experience with that I had in 2015 and 2021 of course and the difference is frightening. To continue. - when the windows arrived one of them was not as specified so had to be re-ordered which took weeks. One of the windows was over a kitchen worktop which I protected with a dust sheet as the existing windows had to be removed. In removing the old window the fitter had to break the glass! I hadn't protected the pine window sill so it was damaged by the broken glass. The fitter screwed the new windows into the wall whereas they used to be fitted with unseen brackets. He had to go to the local builders merchants to buy longer screws as he didn't have any. Neither did he have the correct type of drill bit to drill 'clean' holes for the screws, so they were unable to flush plug the holes and used plastic surface plugs. I asked a carpenter I have used for many years and he came to check and confirmed the type of drill bit that should have been used which would not have caused splintering around the screw hole enabling the use of flush timber plugs to match the new frame. He said that was the normal and proper way of working! Finally the fitter did not have any plugs with him so had to return! By that time I refused plastic plugs and insisted on timber ones to match which they eventually supplied but they are large because of the splintering around the screw holes and most unsatisfactory. I complained to Velfac and one of the directors of Dovista the holding company or new owners eventually replied to me to say that he could not understand why I had involved him as I should be contacting MY installers! He didn't realise that the fitters were their installers! No, I do not recommend Velfac not even 1 star!

We had Eddy from ASD Servicing come and fix a broken handle that stopped us from opening our window for over two months. He was very professional and knew his stuff inside out. The job was done within 20 minutes of him arriving when I thought it would take much longer due to the apparent complex design of the window. Would recommend ASD and Eddy to anyone.

Great technicians who did the work with the minimum of disruption
Excellent!