Absolutely an horrendous company to…
Absolutely an horrendous company to deal with. Badly installed, wood cut and left raw around the aluminum Doors water to water butt is supposed to be able to run uphill. Raw wood left where loads of screws had been put in and taken out. No ply put on roof (which recommended) before rubber roof put on. Window sill was ordered incorrect size but as the customer I got the blame for this because it was down to me to know the thickness of the wall and what this should have been. When I raised my Concerns with Keith the owner he initially refused to come out and see the work as he said it was too far. It was only when I mentioned it had been paid for on a credit card and I would have to contact them for a chargeback, that he agreed to come out. Then he emailed and said he was not going to come out but he would remove the building at a time that suited him and refund once done via a bank transfer (illegal being that we had paid on a card). Finally when they did come and remove it the rubber roof which had been supposedly glued down came off extremely easily without needing to heat it to loosen the glue.
I would definitively not recommend this company.
Although Keith has replied to this review, I have photographs and emails to confirm what I have written, and although he states about banning us from his company I would never want to return it and advise others to be very cautious. The only thing that I done whilst there was to video as I had lost all trust in them. I have evidence in an email from Keith admitting that he ordered the wrong size window sill - stating he forgot we had upgraded the thickness of the walls. Keith is only aware I have grandchildren by looking at our website and social media. My grandchildren never came into conversation until his reply on here. Keith has tried to make us look like bad people but you will find that it is him who is bad, we run a great family company and have very happy customers passed and present. I have had to now seek legal advise.
If you check out the Google Reviews you will find more information and photographs
Reply from Hortonsgroup
We accepted a Business 2 Business (Company) Order from 'Steph Bea's' husband. SB's husband paid for the Order, therefore, he was our customer. We know the full names and company details of SB and her husband, but are not permitted to add them here.
All of the specifications were signed off, as per our normal procedures. The specifications included a stub sill (85mm). SB then changed her mind and said that she wanted a different, protruding sill (140mm). I explained that we do not use protruding sills for health and safety reasons as children can walk into them and injure themselves. SB insisted on this sill and I agreed to Order one and also to not charge her for it, although I still do not recommend that sill and the change to the specifications was outside of our normal Order processing. This one small issue set SB off on a series of increasingly aggressive calls to our office followed by a barrage of emails over the Bank Holiday weekend. She was fully aware that I worked all through that weekend, so I made sterling efforts to try to resolve her issues by return email every time another missive landed in my Inbox. On Sunday 4 May 2025, I wrote a letter to SB's husband to say that I couldn't come to an agreement with SB - the manner and tone of her communications being unacceptable - and I offered to arrange for the building to be dismantled free of charge and for the Order to be fully refunded. Both SB and her husband continually threatened to take out a 'chargeback' claim, even before the building was complete, so, at considerable risk to my business, I agreed to pre-pay a 50% refund before entry had even been gained to their site to begin the dismantling work. All of this was confirmed in a letter to SB's husband on Monday 5 May 2025. Unfortunately, on Tuesday 6 May 2025, SB and her husband arrived at our office without prior notice and SB videoed our salesman on her 'phone without his permission. This was a duty of care issue for us and for our staff wellbeing. Nonetheless, I thought that an agreement had been reached after SB's husband replied to my letter from Monday 5 May 2025. SB's husband then called the office demanding that I call him asap - even though he was aware that it was my normal day off - but, due to previous events, I took the time out of my day to call him on Wednesday 7 May 2025 in the afternoon. SB's husband then said that he had had a change of mind and would undertake the work that he claimed was necessary (i.e. a short DIY job and nothing as complex as SB was claiming either in her emails or in this review!) and retain the 50% refund and the building! I refused this blatant attempt and re-confirmed that the building would be dismantled on Monday 12 May 2025, as agreed. The dismantling of the building was a fraught experience and SB wrote several emails during the day threatening legal action for damage and she set up 3 cameras to record the work taking place. SB refused to open the door to the installer at the end of the day. I don't know what else I could have done and upended our usual procedures and processes, which I will not do again, as this is the result, at no extra cost to SB's husband. The building had been dismantled free of charge and I had made a 100% refund within 10 days. In a first for our company in over 25 years, we have had to ban SB and her husband from our offices. We consider her review and her reply to our initial reply to be false and defamatory. SB's solicitor contacted me to let me know that he will not deal with this matter.