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Old conservatory replaced by Pennine in early 2018, at the time pleased with the result. Since then the "after care" has been a case of "absolutely do not care" - no response to e mails, never answer the phone, bland automated responses to e mails, formal complaints route also a waste of time. We had issues with a blown glass unit in the roof which took weeks for Pennine to respond to and then deal with the issue. We are awaiting new outer window "trims" which fall off and blow away - leaving the metal frame exposed to the elements - the trims have been stuck on, taped on, glued on by Pennine fitters on several occasions over the last 2-3 years but need to be replaced - Pennine back in October 2022 advised that the new trims were in stock ready to be fitted - but no progress since then despite chasing. Long history of lost records, no record of calls, no system for recording complaints, staff changes etc. Appalling customer care - would never recommend them because of the after care or rather lack thereof

I would give no stars if i could..their after sales service is shocking..dont pick up the phone no replies to emails..only interested when it comes to selling..problem reported july 2022 still waiting..lots of lies and false promises of turning up..steer clear of these cowboys

Kyle and Dan fitted two sash windows for me. They were polite, efficient, scrupulously clean and professional. I was very pleased with the job, and the quick, neat way in which both windows were installed.

WARNING - The windows are quite good... When they bring the right ones and don't damage them while they install them, the 'best on the market' front door is cold and leaks, same as the first one they installed. Customer service is the poorest I've experienced from any company, ordered 10 windows and door in June 2020, installed 7 (2 missing and one the wrong size) of them in January 2021 but managed to break the frames on 2 of them but didn't say. Sub standard workmanship on every aspect from the first team of installers, damaged existing wooden frame, bed, TV, repaired render with a catapult. Ignored phone calls and emails, ignored their own complaints procedure, when you did get through, the person you needed to speak to wasn't in that day/were on holiday or sick leave, someone will call you back and never did.
Eventually they got a decent manager in who actually cared about what they were doing and customer care. He almost got the job finished after 18 months of hell but he too left before it was completed (there's been 4 in the time we've dealt with them and that should tell you something). Been 17 months since they promised to finish off the remaining work within weeks if we signed the satisfaction note, they were going to pass us to a debt collection agency if we didn't.
17 months later they came with yet another wrong sized window yesterday, the installation team were great, marked up where the window would sit and it didn't look right so we wouldn't allow it to be installed. The manager spoke to my wife on the phone and said if we didn't allow them to install the window, they won't be back again. Apparently they can't make 2 windows the same??
Believe me when I say they are the worst company I've ever dealt with.
I hasten to add, the finance company who provided 0% interest free credit have been involved since August 2021, you can make your own conclusions as to how much help they've been since it's still not finished 2 years after initial installation. Ombudsman is now involved for a 2nd time.
You have been warned.

This company is neither helpful nor responsive. Their policy appears to be to ignore, ignore, ignore. We paid a very large amount for the biggest extension they have ever put up. One of the doors is defective and won't close. There is a problem with the guttering and the roof leaks. The water leak is causing damage to the internal decoration.
I made a complaint and they have not addressed it in any way. Could not recommend them. One of their workman made remarks in public that most people would find racist.
Two of their workmen walked into the extension and plugged in their mobile phones, plugged in their radio and proceeded to botch putting the skirting boards on. They just walked in eating their Macdonald's breakfast. Left their rubbish when they had finished botching the job. They also spent most of the time making derogatory comments about the work already done.
The project manager completely ignored the concerns I raised and tried to get me to sign paperwork saying I was happy with the work carried out and that it was completed. The work has not been completed and I was very unhappy with the progress and standard of service and some of the work.
The communication was absolutely dire. We never knew if anyone would turn up and if they did what they would be doing.
We had to make several complaints just to get progress made, sending photos to show the lack of progress and the outstanding issues. It was a battle to get the project finished and they used some of our old paving slabs to finish the steps into the garden. Whilst they did give us a small amount of compensation it really didn't make up for the inferior looking finish. In the end we agreed to it just to get the project completed.
I raised the issue of the roof and guttering several times and every time my concerns were dismissed. Now you can see the water damage to the ceiling and I feel aggrieved that this could have been addressed when I raised it and would not now we have water damage the entire width of the roof/ceiling.
I have contacted the after sales team and the MD and continue to be fobbed off.
When asked by a friend would I recommend them I found myself completely unable to do so.
Their excuse for ignoring the complaint for weeks was there was an outstanding balance. Though they had not bothered to ask for the money for over a year? This seems to suggest very lax business practices.
I have asked several times whether there is an independent trade body I could forward my complaint to and this has been completely ignored. The project was supposedly completed in 2021 but yet the issues continue. As for their guarantee I was told they would not honour it because of the outstanding balance that they had not bothered asking for until just before Christmas 2022. I have very little faith in the value of their guarantee. The earliest appointment they can offer is mid February despite the fact the roof is clearly leaking.
There are several employees who gave exceptional service and showed concern for the bad practices. Sadly they are outweighed by the bad. Especially trying to pressurise me into signing paperwork that said the job had been completed when it had not and that I was satisfied.

Great wasn't expttje service I got was going to look around but know I'm getting good windows and doors

Excellent team work from the guys today.Respectful , helpful and friendly Daniel and Kyle the fitters and Fred the builder.Thankyou to Pennine for everyone concerned on the project.

The guys were very friendly and professional, did a great job Dan and Kyle

Well made windows, professionally installed for a competative price

This is a WARNING to anybody who is considering buying anything from this company who claim to have the customer satisfaction at the heart of there business.
They left an old age couple who spent their life savings on a conservatory out in the cold and damp waiting for repairs done to a leaking roof. The leak was so bad it wrecked their wood flooring and cill
boards. Months of trying to get there customer service dept to rectify the the problem by (Steve) they were told a pack of lies about when this would be done, dates given then cancelled due to staff problems or just not turning up. The managing director is sitting in his nice warm villa somewhere laughing at all the unfortunate customers who he and his management team take for MUGS. DO NOT WASTE YOUR HARD EARNED MONEY ON THESE ROGUES

In January 2019 following a few delays and cancellations we had a conservatory installed by Pennine. After numerous attempts to contact Pennine regarding our leaking roof we eventually managed to contact someone in August 2022. We were told that the roof had not been sealed despite it been signed off by their inspector, no annual inspections were carried out, although they state this happens on their website. We were told the repairs were urgent and after cancelling the appointment and rearranging a contractor eventually came out today, five months later and informed us that he was unable to repair the roof and it would have be rescheduled. We tried to get in touch with Pennine but as usual were directed to send an email due the numerous phone calls they receive. I am assuming these numerous calls are regarding complaints. The contractor informed us that Pennine have numerous jobs on the books to be carried out. As we are now approaching Winter we do not expect the job to be completed until at least the Spring maybe Summer even though they installed the conservatory in January. Do not part with your money, we wish we had used a different company. If we could give negative stars we would.

IGNORE MY 1 STAR RATING AS THIS IS NOT DESERVED BY ANY MEANS. AFTERCARE IS NONE EXISTENT BY ANY OF THE STAFF..THAT IS IF YOUR 'LUCKY'ENOUGH TO GET THROUGH TO SPEAK TO ANYONE..COMMUNICATION NONE EXISTENT. THEY JUST BLUFF THERE WAY THROUGH AND LIE TO YOU. MENTALLY DRAINED ANGRY AND FRUSTRATED WITH THEM ALL... PENNINE NEEDS TO BE NAMED AND SHAMED. MY ONLY ADVICE IS TO STAY CLEAR OF THEM

First of all, I would like to say that this pennie company is not honest. My advice to you is that you should be very careful. In my first contract with them, I said that the cill cover of all my windows will always change. We added them to the contract with the salesperson, but unfortunately I told me on the day of installation. they told me that only one window's cill cover would change, and the cill covers of the other windows would be charged extra, and I couldn't express myself and they stressed me out. All of a sudden, only one person worked all day and he installed that window by himself. I'm frankly disappointed that she did this, I can only say it's a headache, and the lady I was talking to on the phone is very rude, arrogant person, hung up the phone in my face, I'm not satisfied at all, very funny, I wanted to make my old windows brown, they were white, but the funny thing was that my windows white, but the cill covers turned brown, that really missed me

I specifically told you that all my windows will be cill vocer, I said this to your sales staff, tony, and I said this three times the first day he came to my house and gave a price , and the day I came to your office, I said it again and the third time I paid the first 20% deposit. i paid for it your salesperson mr tony sends a message to me saying it's my fault and call me a lady called abby she will take care of this but you guys are lying to me this is the message your salesperson sent me I hope after this message who is not honest or not evidence.

Hi Mr.O
It appears that I may have made a mistake with the order for cill covers. I've emailed the installation team to explain and will meet them tomorrow to sort.
kind regards
Tony
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Nedim ozer
38 tyne view
installation date
11-24/2022

Our conservatory started in March 2021, it is still not finished - no-one is taking my calls or responding to emails anymore. We have had a complaint ongoing since May 2021 and no formal response received, promised everything would be resolved and outstanding Works were meant to be completed on 4th October 2022, the gentleman turned up with a cloth and a "touch up pen" - the Works outstanding includes repair bi-folding doors which do not close or lock, numerous windows scratched, beading to be changed, damage caused externally to the frame when structure built and we still do not have covers on the electric points. The incorrect skirting boards have been fitted. We now have a further leak in the conservatory which was repaired in February 2022 and has now re-surfaced. In addition, the Project Manager we were appointed at the time did not turn up when our floor was being re-screeded (for the third time), and we had to pay the £410 cash ourselves and despite being told that the Accounts department had reimbursed us on 3rd October this is still outstanding. The damage caused to our house when the structure was built remains, again, despite being promised that this would be rectified at the end of the project.
Feel completely let down and wished we had followed the Reviews prior to going ahead with Pennine. Unfortunately, we utilised the "buy now pay in 12 months" finance option and they offered us a reduced cost if we agreed to the finance money being handed down in December 2021 to fit in with their year-end so there is no incentive for them to get back to us now. Emails go unanswered, calls/messages to the Director unanswered. Initial complaint issued in May 2021 and still no formal or final response so even their own Complaints Policy does not provide any protection. The only options we are left with now is recourse through the finance company and the Ombudsman which is something I wanted to avoid as I have a very stressful job and two very little children, so this is the last thing I envisaged from what was meant to be an enjoyable experience. Please complete your research before going ahead, please do not pay the balance until you are completely satisfied and please do not believe the promises that are made, even if they are in writing. This has caused myself and my family so much stress and the worst thing is they were not even the cheapest quote, they were the most expensive, but I thought I was buying quality and customer care which was worth the extra money to me.

5 stars but only after months of correspondence in dealing with faulty chrome work on the doors supplied in November 2020. It's a pity having had to wait for so long that it took a critical review and email presentation to stir you into action and yet the modifications are not yet complete. If you look at my email of June 28th 2022 which was a reply to your suggestion of replacing the chrome work with Graphite, as well as a new letter box it would need matching parts i.e. door knocker, and front door handle along with the utility room door handles too. Your engineer has noted the outstanding fault on the rear door handle. He has completed the other work in what was appalling weather. I thank you for that and I have removed my critical review. Thanking you in anticipation of replacing the remaining door handle

There is no aftercare at this company! I have been trying to get in touch since 25 October to arrange remedial works to defects in my conservatory. I have left voicemail messages and sent e-mails daily with no response. I have even sent a recorded delivery letter as advised by Citizens Advice, still no response.
There has been no response from Pennine to posts on Trustpilot since 5 October. Something is seriously wrong with the company if it ignores so many customers!
I would not even give it a one star rating!

Thank you to both Peter and Billy for fitting our french doors. They've done an amazing job, I am really happy with them. They worked professionally, we're polite and cleaned up when they finished.

Last contact with the project manager was to say someone would arrive to do work on Thursday 20th October. Noone turned up. Have not been able to get through to anyone but the sales department since then, left messages with them, no response. Have messaged the contracts manager by text as phone doesn't take answerphone messages - no response. We have sent letters, as advised by Citizens Advice, and they haven't responded to that either. This build started in May and is still not finished. They have the majority of our money so they clearly do not care. I have started to complete the snagging list myself as it is clear they do not plan to send anyone on site to finish the work. Cannot use the GGF conciliation service as the build is not fully complete. This is my 3rd review as it seems contacting customer complaints is a total waste of time!

I have made repeated requests for Pennine to ring me. I have telephoned and e mailed customer care, after sales and complaints. I think I shot myself in the foot so to speak with the latter. It just gives them an excuse to ignore me within there procedural timescales. Silly me. How does it take away from the need to come out and repair my doors? It doesn’t!!!! This company is a disgrace. I would not recommend them to anyone, ever! They don’t even deserve the 1 star rating.
Finally got a call back and someone is coming out to sort out the problem! I explained to the person on the phone that my complaint was purely due to the lack of response from Pennine aftercare. I also told him to I have no Need continue with the complaints procedure and I withdrew same. Finally, I have no complaints at all with the lads who did the installation or the quality of goods. Maybe the owners need to recruit more staff. Just a thought!!!

When ordering "Top Hat" conservatory, I was told existing walls would not be altered and that my current floor would be protected. THIS DID NOT HAPPEN!! They did alter the walls, moving my door about 10cm to the left. No reason was given for this. This has left a hole in my floor at one end and they have actually laid bricks on the laminate floor on the other side. I have photos, and so has the project manager, Allan.
They also loosened a block on the inner skin wall when fitting the windows, of which Allan and I took photo’s. This sometimes happens, which I accept. What I don’t accept is that it is still loose, and is held together with plaster as they did not fix the issue before the plasterer arrived.
They also ripped my gate off its hinges to get the cement mixer in. They did not ask me if they could remove it – and I was in at the time. A couple of the screws had rounded so they literally ripped it off. I was promised new hinges. I am still waiting!
There was a problem with my electrics, so I phoned to speak with the project manager. This was an urgent problem as the plasterer was due to plaster over the electrics 2 days later. Again, no contact until after the plastering had been done. I had to fork out extra to sort the issues the day before!
Communications were horrendous throughout, where at one point 6 weeks went by with no work being carried out. I had to chase them.
Finally, I sent in an email of complaint on 22nd September. The project manager rang me straight back. We discussed the issues where he tried to play them down. I asked him why the walls had been altered and he didn’t have an answer. I told him I was half way through writing a Trustpilot review, and he then twisted this and accused me of Blackmail!! After he realised that his intimidating conduct would not work on me, the conversation became a little more civil. He asked me to hold off putting this review on Trustpilot whilst he made enquiries, and again promised to ring me back. The date now is 4th November. I still have no answers and still have a hole in my floor, bricks laid on laminate, a loose block behind plasterwork and a gate that does not close properly.
I have read the good reviews – I am pleased for you!! However if there are any issues regards the work, you are on your own with this company!!