Sunseeker Doors  Avis 

Unfortunately my experience with this company has been less than acceptable. Paid upfront, doors delivered mid-July, but the installation was left incomplete. I'm left with gaps all around, nothing covering the trickle vents and lengths of trim (for covering the gaps I presume) left in the garden. Don't bother ringing to complain, the phone is rarely answered. Someone going by the name of Paul (a director of the company I think) was supposed to call me on two occasions to resolve the issues but failed to do so. Happy for any potential purchaser to take a look at how my installation has been left.

UPDATE - Mr M.19/09/22
Within a few days of posting Sunseeker made contact. Apparently they are awaiting colour matched trims, something they had not made me aware of. When I informed them the white trims (door is white) were left in my garden the reason for the delay became 'non standard trims are needed'. Don't know why the unsuitable standard trims were left littering my garden if they were never intended to be fitted.
We are now over 2 months into this saga and still awaiting a resolution, as is my local area building inspector - they are refusing to sign off on my building works until the doors are completed.

Just to say we are so pleased with our doors that were installed around a week ago. Our experience from contact with Tony in sales and then Paul and Dee in the office has been fantastic from start to finish. The survey was undertaken on time and the doors went in one week early thank god!! Please also pass on my thanks to the installation team who were on time and very tidy in all the works they did.

Thank you once again for our lovely doors and all the new birds we get to see now in the garden.

We would be happy to recommend you as a company to anyone who asks about our doors.

Sarah

We have just had a five door set of slide and pivot doors supplied, installed and commissioned by Sunseeker doors and are very satisfied with the whole experience. The installation engineers Ryan & Dimi were exceptional in their approach, both unhurried in their work and happy to take time out to discuss any operational queries we had. once installed they went to great lengths to show us how the doors functioned and to ensure we were completely satisfied. The whole experience was good from start to finish.

I had this door fitted in 2014 and it has been great ever since.
Only now does it need a bit of maintenance as the top pin has worn.
This is just wear and tear as it is used a lot. Not too bad for 8 years.
The door itself is great, very slim profiles.
There were a couple of issues before and when the door was fitted but these were resolved satisfactorily.
The communication with Tony Wain was very good and I am just speaking with Deanne about a service call. Overall I am happy with Sunseeker doors and very happy with the product.

We had a set of Sunseeker Doors delivered and install at our property in the Med, some 9 years ago.

All we can say is that delivery was bang on time the installation went so smoothly we could not believe it!! and we were instructed on the maintenance of the doors as we have a sea view.

The net result, is that 9 years later we have not had one problem with the doors and I feel that if you carry our the manufacturer maintenance on a regular basis and operate the doors as you should you will not have any problems. I suspect that number of complaints are as a result of not carrying out correct operation and maintenance. Well done Sunseeker Doors you have given us many years of pleasure & use and it is great to see that you have surveyed all the co vid, brexit, supply chain problems, monthly price increases for materials, anti dumping laws, shortage of staff and a few more issues.

Lars (Swedish)

Great aftercare!
We have had our doors for nearly 3 years and have been incredibly happy with the sleek, slimline look and smooth ease at which they open and shut. Installation went well and everything ran smoothly. A year later we decided to get hooks to pin back the windows as they would swing about in the wind. Engineers came and did that without any issues. I suggest everyone asks for hooks on the doors and windows as an add on, as they don't come with them.

Admittedly it is hard to get through to anyone on the phone but if you're persistent and do get through, things happen. The reason I'm giving 5*s today is because of the 'aftercare service' we have just experienced - in particular from Tony Wain who has been our contact since the start and is an excellent guy - efficient, reliable and genuine.

We use our patio door an awful lot, probably more than most! Letting the dog in and out constantly, the kids run in and out, and now the warmer weather has come, I am in and out all the time gardening and hanging up the washing. As a result, our patio door gets opened and closed a lot. So after 3 years we noticed that the door's top hinge was becoming looser and looser in the runner, to the point where it had finally slipped and dislodged this Jubilee weekend and we weren't able to open and close it at all for fear of it completely coming off it's runners.

I would say that this is potentially one area you may require 'maintenance' if you buy patio doors from Sunseekers if you intend to use the door or window a lot. Saying that, all our other Sunseeker windows and doors are fine and have never had any hinge issues but then we don't use them half as much. Getting back to the patio door.... apart from regular opening and closing of the door, another factor that caused the hinge to break was that the wind would sometimes catch it and blow it so wide open, it would bang back and knock the inside of the hinge in the runner. I'm not a mechanic so it's hard to explain but I think this was this final nail in the coffin that caused it to break the hinge. With our door being constantly opened and shut, I don't always pin it back with the hook....especially if I'm just popping out for a minute. We will now get a door stop which will always be in situ to save me having to pin it back each time.

As I said, this all came to ahead over the Jubilee bank holiday but on the Monday, Tony Wain at Sunseekers had already read my emails and was 'on it'. He managed to go above and beyond to help us get a mechanic out to us by 8am the next day to fix our door. Robert came as promised and within half an hour had taken all the sliding doors off and replaced the hinge. Great job done.

I have to say there are a lot of companies who would not have fixed our doors as part of the warranty three years on but Sunseekers have a great aftercare commitment to anyone who buys their doors. They understand that their doors may need 'servicing' and it's been a blessed relief to know they will fix things quickly and without issue. Obviously one hopes things don't go wrong or need adjusting when you buy expensive door but if it does, Sunseekers have been incredibly gracious, efficient and supportive. I feel it is important to praise our British companies who try to get it right so they can grow and improve. Sunseekers has really impressed me in this instance and overall, I would highly rate their doors and windows but especially their after care service. Thank you.

I have been trying to call and contact your customer service team to get a call-out for over 2 months. Have sent multiple emails and tried calling constantly - the phones are simply never answered.
Please advise how I can speak to somebody at the company.

Mark from Sunseeker sales asked me to write a review of our two installed doors here. I've been holding off – it's now a few months since having the doors fitted – to give Sunseeker the time to fix one door. They haven't been able to do so, have blamed the problem on the world "not being perfect" and I think we're at the end of what I can hope to achieve by negotiating with them directly.

Mark is great, by the way – everything he promised in terms of time and chasing the office for dates worked and we had the doors installed on time, as he predicted.

There are two identical doors, one for the lounge and one for the kitchen. The kitchen door is perfect. The lounge door doesn't close properly – sure, you can jiggle it about a bit but, compared to the kitchen door, it's poor and visibly so.

Sunseeker have sent two engineers out to try to fix it (so thanks for that) but it seems that no amount of adjustment has brought it back into line.

Personally, I think the mechanism is too delicate and needs a perfect track in the floors for the doors to close perfectly hence my poorly engineered comment up front. But I'm not an engineer so what do I know?

On top of this, they let slip that the locking mechanism is delicate, meaning it shouldn't be used to close the door, just to lock it. Again, poor engineering.

Even though they were the most expensive doors I've ever bought – over £4K for two, I now have to live with the problem.

So beware, unless your installation is perfect, there may be trouble ahead.

We love our doors which we’ve had for 5 years now. They are RAL colour matched and have the slimmest sight lines I could find, giving a similar effect to crittall doors with the added benefit of being able to open
them all up and fold away!

Lovely looking doors sadly shocking aftercare. What a shame literally needed an engineer every summer from the doors being fitted when we tried to open the them. Now they are out of warranty and they want to charge ..

We have had the doors for some years and they have been grand but now the locks don’t work. I have written and called for advice on what to do but have had no responses .. your after customer care is a major gap . Could some one please return my email of 22 /3/ 2022 so I can understand what we can do

Unable to contact you despite repeated attempts by phone & email. My doors were fitted December 2021, but received no final invoice or installation confirmation. If I have no proof how can I be sure the guarantee is valid?

Although the doors themselves are really good. our service has been awful. We had ours fitted just before the first lock down - they did not come with the inside/outside handles we requested. We were told this is not a problem and that it would be fitted retrospectively without any problem. We also noted that one of the 2 doors has a gap. Since then (Feb 2020) we have not been able to get a response. Initially we were told there had been a family tragedy and then we had lockdown. I can see this company are still trading but they will not respond to our calls or emails so we have a poorly fitted drafty door and cannot enter from the outside. I therefore cannot recommend at all.

I have two set of pivot doors. One today no longer opens and feels stuck on the bottom. I fear that I will never be able to use this door again as I have spent the last two years trying to resolve issues on this door.

Sunseeker if you don't have the capacity or decency to send an engineer out, could you advise how best to lift the door out of the frame and resolve the issue? It is the first door after you lift the handle and the small gap allows you to push the door slightly over and push out, except mine is stuck and does not slide over to allow me to open outward.

We had doors fitted by Sunseeker several years ago. They have proved a fabulous addition to our home. Recently the door handle jammed however and a service visit was required .

Deanne at Sunseeker was very helpful in organising this and advised me that she would call with a more accurate time on the day. The engineer arrived very close to the revised time frame and quickly and efficiently resolved the problem.

Many thanks.

We love our Ultra Slim doors which have transformed our room. Slight problem with alignment after a few years but the service team came and fixed it. Good as new again! Many thanks!

Whilst the doors look great, they were not installed as advertised or as mentioned. Unfortunately the after service of this company is non existent. Happy to take your money and ignore you. I have tried calling, emailing numerous times as well as submitting new door requests and their new service contact with no luck on anyone responding to me.

The doors themselves have been excellent to the point that neighbours have also installed them. After a year we had a problem with alignment such that the doors wouldn't close. I contacted the office and the service I received could not have been better. The office contacted the engineers and Ryan and Dave arrived the next day at the time they said they would and fixed the problem within an hour. Great windows, great service. Thanks all.

The slide and pivot doors are a great product and not one that I've found elsewhere. The thin, sight lines and ease of opening completely up combine the best of both sliding doors and bi-fold doors. However, what lets them down is Dianne in customer service. She is unprofessional and at times rude which makes what should be a pleasant, easy conversation really painful. Beforehand I always spoke to Tony who was a pleasure to work so it's shame that he no longer deals with this side of the business.

I have been a happy customer of Sunseeker doors up until about 15 months ago when one of the doors mysteriously began to scrape the bottom sill and not close properly.

I contacted via email and phone but had a very poor response. Covid was taking off so I could understand. I left messages, every email I sent was met by an automated email asking for details that had already been given and phone remained unreturned.

When I did get a response I was told that they no longer made bi-fold doors (isn't true as they still feature on their website) and despite wanting to talk to someone I got nowhere. I tried to arrange a service call but agin was ignored.

Around 2 months or so ago I got a call from their accounts depatment demanding payment for a service call (which hadn't taken place) and I used the opportunity to actually talk to a real person who was very helpful. She arrange for a service call and that was attended by someone who had no idea about bi-folds. He could not see why the doors were not functioning correctly. He assured me that he would return to the office and get someone who knew about bi-fold doors to re visit. I have heard nothing from them since despite numerous calls and messages left. I am still waiting, so if the MD of Sunseeker doors does read this please take action.