VELFAC Avis 

The engineer was very professional and provided great service ensuring that the work was properly done. Also, they volunteered to fix a side problem on the door. Very happy with them.

Arrived on time and despite no phone signal so couldn’t contact me Eddy carried out the repair and replacement work and tested the repair with one of our Hall users. When he was able he phoned me to confirm the work was done as specified and checked I was happy with the job. All good, thanks.

I am beyond impressed with the prompt and exceptional service I received from ASD servicing and the entire team. After my terrace door was severely damaged by a strong wind, I reached out for urgent assistance, and the response was nothing short of amazing.

Within just an hour, the engineers were at my doorstep, ready to tackle the issue. Their proactive approach and swift resolution of the problem showcased not only their technical expertise but also their commitment to customer satisfaction.

The team efficiently addressed the damage to the aluminum frame, ensuring that the heavy door was securely fixed. Their professionalism, attention to detail, and dedication to providing top-notch service were truly commendable.

I highly recommend ASD servicing and the team for any repair or maintenance needs. Their responsiveness, expertise, and commitment to customer satisfaction deserve a solid 5-star rating. Thank you for going above and beyond to ensure the safety and functionality of my terrace door.

Best regards,
Stefano

They were very prompt and professional. Friendly and completed job quickly and advised me of what they did and what would happen. Lovely staff

My window has been unable to open/close for a year now. After a lot of back and forth with Peabody I finally managed to get the information for Velfac/Dovista.

The customer service hasn’t been the best, I can’t lie. I have spent several days/weeks chasing people to get an answer.

I was charged an extortionate amount to have someone to just come and assess it, which I am hoping for a refund for as the engineer confirmed it was not my fault but a fault with the window itself.

However the engineer who turned up today (Danny) was so lovely. He managed to fix it (something was loose). He was so friendly and helpful and even took his shoes off when he got to my front door. 10/10. So glad my window can finally close! Thanks so much Danny :)

A refund of the £450 would be great though 👌🏽

I am writing to confirm successful installation of a replacement patio door in exchange for the faulty glass in an existing door set. We would like to express our sincere thanks for Velfac's prompt resolution under warranty. We are very pleased with our Velfac door and window installations throughout our home, and Velfac's follow-up service, including that of their local service agent, ASD Servicing - first class.

Highly recommended MLO Installations approved service partners for Velvac.
Professional, engaged and friendly. Work carried out to a high standard.Great attention to detail.
A pleasure to have on site. Thank you.

I bought Velfac windows and doors in 2008 for 3x260m^2 houses. In 2008 we had to replace two doors because of very bad paint work. We got replacement doors for free from Velfac. Then the same year all the windows started leaking trough the ventilation gaps in the windows that we had ordered especially. That problem was never solved properly and we closed some of them permanently with putty. Then the smart push open and close mechanism for the ventilation gaps stopped working, i.e. either it was not possible to open or not possible to close (that is worse by the way). So on some windows we actually had to close the ventilation gaps with tape or permanently with putty. The paint on the interior frame of the windows does not look good. Something that just had to be painted over immediately. All the windows do not work properly in very cold environment. What happens is that the water condensates on the windows in cold weather and ice starts to appear in all corners. The openings of the windows also will freeze and it's not possible to close or open the windows unless you unfreeze them with something like an air gun. BTW everything else in the works like an gem in the very modern houses since 2008 and nothing is wrong them, except maybe the windows ?

I have a Velfac energy 200 sliding door between the living room and the balcony. 1.5 years after moving in the door started having issue closing. I raised the issue with the developer and about 7 weeks later the contractors came and replaced the part that was causing the issue. The door seems to be working fine now and there are no issues so far. One thing that could have gone better was scheduling. To my surprise the contractors showed up early in the morning after I said I would be available starting around noon. It was a bit stressful as I had meetings around the time but in the end it all worked out. The contractors were very nice and respectful. Communications with the Service Coordinator were great and I often received speedy responses. I appreciate the contractors for doing all the hard work and the Service Coordinator for making this happen. Thank you.

ASD Servicing handled a tricky service call for us. We were very happy with the result, and so was our customer.

prompt response to my enquiry and thereafter in a series of follow-up clarification.

We have used Velfac for 3 separate phases of our project over a number of years now.

The products are well designed and their back office support staff (specifically Stephen & Adam) deal with any issues quickly, politely and efficiently.

In times where true after sales service seems to be lacking it is nice to have such good people to deal with who have turned potential issues into a pleasant and friendly experience.

Stay Away from Velfac supplier Thames Windows & Doors! If things go wrong, they will not be your champion. They will not admit their errors and will not support you as a customer. I recently extended my kitchen and used Thames Windows and Doors to purchase Velfac windows. The customer service I received from them, for an order well over £10k, was beyond disappointing. They mismanaged expectations on delivery dates (ruining my build schedule by a month), they didn’t order the cills and they refused to admit any culpability. It has cost me hundreds of extra £ to correct their mistakes. While the windows themselves are great, but I would use any other supplier than them to get Velfac, not this company.

Miles at MLO has been a great help and solved one of our headaches! We just moved in and noticed these and he came in and solved all problems and advised what to do to maintain these in the future. Definitely worth it!

Excellent Customer service from Carey!
The engineer was highly skilled and friendly and successfully fulfilled my warranty repair
Thanks!

We had a large ground floor double glazed fixed pane broken by a stone. The process of replacement was straightforward: Velfac were able to identify the relevant part from a photograph and manufactured the replacement. There was some delay, because Velfac do not appear to carry any stock of parts. The replacement window was fitted by Velfac's subcontractor, MLO, who made (and kept!) the appointment. The removal of the broken pane and the fitting of the new one took less than an hour, and everything was left clean and tidy. A good performance.

We moved in to our new build a year ago, one of 32 Hyde houses on our development. During this time, despite multiple attempts at repairs, both the upstairs & downstairs corner windows continue to leak (2 other properties had this problem), the juliette door continues to leak (other properties have had this problem), the sliding patio door broke before we moved in (as have many on our site). A non-compliant window was fitted in one bedroom (which we are still awaiting replacement. Generally the aluminum windows attract a lot of condensation despite using all the fans/ventilation correctly. The windows seem over engineered, overpriced, cluncky and prone to breaking. Our problems may have been exacerbated by the construction company Westridge but it's been a very difficult process between Velfac/Dovista/Hyde and Westridge to get any resolution one year on. Def would NOT recommend.

Oh so nice when you’re spending 10’s of thousands of pounds. Totally non existent when the problems start. Firstly we used the approved installer for Cornwall who turned out to be approved by going on a course for 3 days but then sending guys who had never fitted them before. Velfac’s response ‘oh yes that’s terrible we’ll get it sorted’. Reality, nothing we’re on our own now taking the installer to court. Damage caused to the window frames by wrongly installed brackets. Velfac, it’s not our problem it’s the installers fault. The installer it’s not our fault it’s the manufacturer. Leaking windows now 3 times. We have a new installer who is excellent but he’s received like us, absolutely no support. I have honestly never known service like it, or lack of service. Can we realistically do anything about it, probably not apart from explain to other developers the situation we’ve had and let them make their choice (which they have) and that’s cost a lot more than helping us find a solution would have done. There are many good companies out there, my advice would be find them and don’t make the same mistakes we have.

Pretty poor service - both ADP & Dovista found lacking.
3 months+ to receive an order - had ti chase repeatedly for delivery date.
When finally delivered, the glass was cracked. Chased repeatedly for answers re when it would be fixed - after multiple chases & escalation with ADP and Dovista over the course of a month, informed replacement would be delivered in another 2 months.
This means it’s 6 months to deliver - no compensation, no apology, just poor customer service. I’d avoid if you can.