Dunraven Windows
Reviews and Complaints

In Oct 2021 Dunraven began fitting us a replacement conservatory roof. Old one looke old but had never leaked. Shoddy workmanship was resolved to some extent but persistent leak of rainwater took a year to investigate and identify. Two glass roof panels cut to wrong size. Temporary fix done while new panels cut, but these have never arrived. Now a new hole has arrived in a different part of the roof and as I write, rain is rapidly dripping through again.

After many excuses and us chasing Dunraven for a year they finally sent a sub-contractor to install our large window. It took 5 working days for the work to be "completed" but we are left with the metal bar at the top clearly visible which leads me to question whether it was installed correctly in the first place. The sub-contractor took no pride in his work as the window handles were scratched up to the point that the metal is visible. The work was completed on the 17 April and after chasing we've been told we will only receive new handles and keys on the 10 May. The cement work is uneven and messy, with drips of cement found on the window, walls and floor. The seals are messy with gaps in places. They don't care for personal property nor your belongings as they uncovered our 4k custom couch to place things on it. We still have not received the FENSA certificate and the sub-contractor did not provide a satisfaction note for us to fill out. I called to see if an inspector is going to come out and was told I would get a call back but of course I haven't. Once you pay then that's it.

Above the orangery, there are cracks above the bedroom windows, A third party report, by a structural engineer company who Dunraven sent out, stated in the report the building structural work was not done right at the beginning of work started by Dunraven.

I have had numerous builders at my house, from Dunraven and have stated they are not qualified with no qualified qualifications, who all started out as a labourers.

We all work hard, and our hard earned cash is totally spent on bad workmanship.

Nothing against their staff as they all work hard to the best of their abilities, but the Salesman who turns up to your house, should state that they are not qualified before taking your hard earn cash.

I dont understand, these days with QMS why Barclays Bank Finance Partners of Cardiff, would be Involved, and take our money and end up, with poor workmanship.

I urgently urge everyone who have been in my position to form a protest against Dunraven, and at every supermarket, advising people not to use them.

I have given Wayne Trigg, who is the Managing Director many opportunities to resolve this matter!

I would welcome, feedback from people in my position.

My email address [protected]@aol.com.

All I can say is sorry to you all, who are in my position.

Kind regards,

Jason Hall

In May 2018, we paid Dunraven over £24,000 for an Orangery. When the work was being planned they recommended that we have a double radiator for extra heat. That Winter I contacted Dunraven several times as the radiator was not giving out enough heat, we were fobbed off and given excuse after excuse that it was never going to get warm because of the amount of glass etc. In January we took out a central heating/ plumbing/ electrics contract with British Gas who we asked to look at the problem with the radiator. Turns out that the pipe work that Dunraven installed was done on the cheap by taking the feed from my small bedroom and only using 10mm pipe work. Apparently this is not fit for purpose and six months ago when I contacted Dunraven and told them what British Gas had said and that I was going to take my complaint further to Trading Standards they suddenly decided that they would deal with it. Well their plumber Dave said he was going to put it right. They came and put a chemical in my system and I had to chase them up to come and take it out again. They keep saying their going to call on certain days but don’t turn up. Weeks and weeks have passed again and when I rang him last night he hung up on me three times. Then he text me back and forth and I told him about my frustration. He didn’t like that I was going to take my complaint further.

Dunraven are three weeks into a 3 day job, and I currently have a horrendous unfinished conservatory. Against my wishes and without my consent Dunraven have installed a flue pipe on the conservatory roof that is horrendous, and large, and my neighbours now laugh at me and call my conservatory The Submarine, because it comes with it's own periscope. I have broken glass in my conservatory door, which was broken by the engineer three weeks ago and still hasn't been replaced. The gutter downpipe is missing, and the lead which is supposed to protect my conservatory is facing the sky rather than down towards the roof. Nobody cares, my house has been upside down for three weeks and they just don't care. When I confronted them about the horrendous pipe work they made me feel like I was the one being unreasonable. I left them clear instructions three weeks before the project began that they cannot adjust my flue, they ignored it, and did what they wanted to do. NOBODY AT DUNRAVEN CARES.

1) the 3 bifold door windows are going to be changed. I was told this was to be done 17/12/21
2) when someone is going to look at the damage to my drive from the rubbish removal team
3) when someone is going to look at the waste dumped in my garden, ruining fruit plants
4) when I am going to be refunded for 6 spotlights and a tv point which were not installed.
5) seal on the bifold doors are not good. There is a gap at the top and bottom and a bad draft.

Warranty is FAKE no customer service Break things don't tidy up and don't complete job to a usable standard DO NOT WASTE YOUR MONEY!
Useless workers and annoying phones calls and spams emails. Wanting more custom without fixing they're shoddy work it's been awful paying out thousands for rubbish work causing more expense fixing black mould and the broken window is ridiculous

Please accept this correspondence as my intention to record an official complaint in respect of the above order number. Unfortunately, we are approximately seven years since our orangery extension at our home address and since this time we have experienced years of issues. Each of these issues have been reported on countless occasions, however, the problem remains to this day unresolved. You should have on record the volume of leaks we have experienced since the orangery extension has been fitted. These leaks have not been minor issues, but have resulted in a heavy ingress of water from the lintel inside the property which appears to be a result of poor workmanship where the orangery has been sealed to the house. I have lost count the number of times we have had to repaint inside the orangery as a result of damp and consecutive leaks. Your records will show a series of what appear to be temporary repair jobs which have not resolved the problem. This problem with the seal and connection with the house remains, however, you also now have on record the fact that the whole of the fibreglass roof has blown which is resulting in further leaks and damp inside the orangery. The roof damage has been reported from Spring/Summer 2020 and still we await a repair almost twelve months later. I have an extensive list of images and videos of the damp, water ingress, and mould as a result of the leaks, and failed attempts to resolve this issue. We are now at the stage where I have been left with no alternative but to make my complaint in writing, although I am sure you would accept, we have been extremely patient after seven years of unresolved building issues.
For the sake of brevity, I intend to focus on the most recent issue with the roof which has blown and is the cause of damp, water ingress, and mould (also outside on the building). Please see the following record of correspondence from July 2020:
• 20th July 2020 13:45 - I spoke with Sarah in respect of this issue who referred me to the buildings department. I spoke with Ian and advised him about the numerous leaks since purchase and now damage to the fibreglass roof which had blown causing interior leak and damp. I also advised that due to the issues we had experienced for seven years, the orangery extension had still not been signed off by a building inspector. Ian stated he wasn't aware of the reports but stated he needed to speak with a buildings manager and intended to call me back the following day to discuss the issue further. I explained that my fear was the damage was gradually getting worst and would be more difficult to repair so I requested particular urgency in respect of the request. I didn't get a call back.

• 26th August 2020 09:30 - I had a visit at our home address from Steve, a builder for Dunraven Windows. This visit by Steve followed on from a previous visit (no date) from Gareth the building manager who had come to inspect the damage. Steve stated that the roof had completely blown and needed to be removed, his exacts words were that it had ‘blown and was loose'. I looked at him walking on the roof which was moving and bouncing as he walked, the roof did not look safe and was clearly beyond basic repair. Steve showed me his paperwork which simply stated a sand and repaint of the roof, this was endorsed by Gareth the building manager despite him knowing the condition the roof was in. This was completely misleading and Steve knew this to be the case, he stated that a sand and repair was no good as the whole roof needed replacing. Steve finished his visit by saying the job needed four men and two days. I explained that the roof leaks every time it rains and not just once or twice a year which was listed on the paperwork. Steve took a video of the damage.

• 31st October 2020 - Still no contact from Dunraven following Steve's visit. I documented that the leak and damp was getting worst. I made repeated attempts to contact Dunraven but got no response.

• 10th January 2021 - I made another record that at this time (six months post report) there was still no meaningful contact. We had experienced some serious inclement weather conditions over the course of the winter and the extension has started to look even more dishevelled and the interior damp and unsightly.

• Wednesday 14th March 2021 - We received a phone call from Dunraven customer care team member Harrison who was attempting to sell us further products. I explained to Harrison all of the issues we had since our purchase which he appeared to acknowledge and stated he would email the service team on my behalf. I asked him to copy me into the email. He did not.

• 22nd March 2021 - My wife called Dunraven and was promised a call back by the building department. Unfortunately, no call back was received.

• Thursday 15th April 2021 - Susannah contacted me from the service department at 16:45 hours. I again explained the situation. Susannah advised I would need to speak with Ian from the buildings department and I explained I had done so on numerous occasions and it was getting me nowhere. Susannah explained she would contact them again and explain the urgency of the situation. I reiterated my concerns that we had spent approximately £25'000 on the extension and every year we were experiencing problem after problem. Unfortunately, I have heard nothing since this last communication in April. Susannah also asked that should I get further contact from the customer care team that I don't mention the issues as I should report this to the service department.

I have had no recent contact or update. Since April we have had two weather storms which have been graded Amber warnings by the Met office. These storms have caused further leakage and damp inside the property, so much so we have had to clean the damp and repaint the interior to make it look slightly more presentable.
I am now at the stage where should this matter not be prioritised in the immediate coming weeks/months then I will be seeking legal advice for civil recompense since the purchase.
I therefore request the following as quickly as possible on receipt of this correspondence:
1. A confirmed date for the roof replacement and remedial work to explore the flashing, seal, and tray connected to the house.
2. On completion of the work an inspection by an external building inspector to confirm satisfactory completion and safety of the extension.
3. *Important* Please consider this a direct freedom of information request in respect of all historical reports made by myself or my wife in respect of issues with this extension since the purchase. You will no doubt have these reports on record. I would therefore like the exact nature of the reports and the records of what work has been completed.

I am hopeful of an immediate response to this correspondence and will remain duly patient over the next seven days for confirmation that you have received this correspondence and are working towards processing my requests. If I receive no reply then I will assume the matter has once again been ignored and I will arrange for civil proceedings to commence. It is also my intention to get an independent contractor to repair the work at which point I will be sending the bill to yourselves for payment.
The standard of service we have received from Dunraven since the purchase has fallen far below our expectations. This purchase took a great deal of consideration by myself and my wife, the cost involved is extraordinary. We have not been able to enjoy the purchase due to the long list of issues and leaks we have had. It has caused considerable stress and anxiety and after seven years I am now at the stage where unless the matter is resolved without further issue then it is my sole intention to not pay anything further and to seek further civil redress for payments made thus far. I think I have been fair in my requests and have allowed sufficient time for this work to be completed.
Please can you respond to me as soon as possible in respect of points 1-3 above.

I have a New composit door now rain is coming in through lock window on door blown draft coming from door leaking underneath not happy with this door I would be well within my rites to ask for another .. MRS TONI BROOM

I have sent many emails, to which I haven't had a single reply. A man came to treasure the panel again, I told him it was ordered months ago, and should be in your warehouse.

I'm still waiting for your roofer to come and put the tiles back, that your workmen moved

 I also have leaks that need sorting out, and the drafts left by your workmen blocked up. There are gaps and holes that need insulation. There's no point in having this insulated glass roof, when your men left gaping holes. Also I'm not happy with the roof weight, resting on strips of wood, onto the window frame, surely the weight should be on the walls at with end. I'm sure that under building regulations, it's unsafe.  

I had a call about a month ago from a man at your call centre. I made it very clear, how dissatisfied I was with the workmanship, and the way I have been ignored by no response from my emails. I have been extremely patient because this Covid Virus, has left us all in a very uncertain situation. I understand the problems businesses are under, and I've left it to you to deal with, but nothing has been done to put right the problems. I have been very ill in the last year, also caring for a member of family with Cancer.  Ive been unable to deal with all the stress this roof has caused me, with water and drafts. The room is as cold as it was before the roof was replaced. Ive had to stuff the gaps with paper to help stop the drafts. Both times someone came out, they didn't have enough Silicon to fill all the gaps left.

Please will you give this some priority please, I'm at my wits end with all neglect your company has shown me.

Yours

Ann Macleod

20GLANMORE ROAD LLANELLI SA15 2LU 

[protected]

Nicola King
5 Usk Court Thornhill Cwmbran NP44 5UP [protected] [protected]@gmail.com
My windows were installed terribly they were too small dirty with black filer on the windows. All the windows were installed differently. They sent a letter out for me to sign before the windows were fitted which stupidly I did. They sent a fensa certificate stating that they had installed the windows but they had not installed the windows. There is mold coming through. My windows were incorrectly fitted in September they came back in November and said they would sort it out. But they did not. They claimed the money from the finance company despite the windows not being fitted. The paneling is coming away the filer is also coming away despite telling me they would replace it with a better filler. Date - 15/11/2020
Customer Ref - Nicola King - [protected]@gmail.com
Property ref- 5 Usk Court Thornhill, NP44 5UP
A survey has been carried out at the above address and the following items have
been noted:
1. There are a number of windows which seem to have been manufactured
too small with unnecessary add ons and cover strips in place.
2. The two back doors are set at different heights and also fitted out of level.
3. The front living room window has a bow in the transom
4. The front door needs adjusting to seal correctly.
5. The internal cover sill and trim need adjustment and completing with
silicone.
The survey was only a visual survey and full inspection would need to be carried
out for a full report.
In my opinion the standard of installation and manufacture fall far short of any
customer expectations.
Regards
Chris Lee
[protected]

I have had an absolute nightmare with this company! They promised me the extension would be built and completed in 3 weeks, talked me into taking out a loan through them with Barclays, told a pack of lies!
It's been 6 months of hell! The measurements were so wrong the garden wall dividing my neighbors garden had to be knocked down, a glass pane was smashed, my dogs were let out of the garden on two occasions and left to run in the roads. I had to take time off work to collect them from the vets!
It took months not 3 weeks to get the extension built, then even more problems.
The existing drain was moved and the floor was laid with no liner and just some chippings where the original drain was. The floor never dried!
I had to put off kitchen fitters 4 times and the floor layers 6 times!
The floor was redug up and relaid, still didn't dry. It was dug up again by different people again and where they had moved the back door was full of water! My walls were soaking after the rain my floor was soaking.
Then they dug it up again and left a great big hole all weekend for us to jump over everytime we went out the back.
Still it hadn't dried so they came again and I was told the whole extension had been built on the same level as the patio and it never should have been. I have been advised that the whole thing needs to come down and be rebuilt but I cannot bear living without a kitchen and putting my family or neighbors through any more upheaval. They then put in eco drains to try and stop the floor from being constantly wet.
A few days later my garden was flooded with human excrement where they had filled the drains with sand and cement. I had to wait in for the environmental company to come out and clear the waste and dirt out the drains!
Now the outside walls are damp the inside wall is damp! They came out again but it's still damp!
They also have walked cement all over my brand new Astro turf which is ruined!
I have rang constantly. Left email after email and asked to be reimbursed for the money I have lost and they ignored me for weeks!
Until I put up pictures on Twitter I finally get a call from the manger who made an appointment to come out this morning at 9.30am to see me. My partner took time off work to be with me as he knows how upset I am over this and guess what! He didn't bother to turn up! Dunraven rang at 8.45 I had a missed call, I rang the office at 10 to be told he was on annual leave! Just another kick in the guts!
This has been a total nightmare I have been lied to and mugged off constantly. I have lost a fortune in wages and repairs that need doing, taking so much time off has been detrimental to my business as I have let customers down, no offer of compensation for what we have been through and had to live in a building site for months.
They pressured me into signing off the work so they could get paid by Barclays knowing I can't stop the payments going out as it's not directly to them.
I feel drained and gutted, oh and skint!
Worst company I have ever come across

Going on the reviews from people who have actually had work done by this company I can see why the need to constantly harass people on the the telephone. No idea how companies like this keep trading. I have told them numerous times I'm not interested in any type of glazed product but the still keep calling. For some reason they now regularly call but it's silent their end. Hopefully this company will go bust soon as I think this is the only way the calls will stop.

From day one everything was wrong! I was told the whole thing would take 3 weeks, it was started on 1st July and still is unfinished. The measurements had been taken wrong which meant I had to ask my neighbors if we could take down the garden wall which meant disruption for them. One of the Windows was broken and left that way for over 2 weeks, the garden gate was left open and my dog went missing twice! I had to leave work to collect her on one occasion losing an afternoons pay. My brand new Astro turf is ruined by the steps as it was covered in cement and won't cone off. Complete mess everywhere for weeks and weeks. Then finally the floor was laid and just wouldn't dry. I came down one morning to water 4 inches up the wall soaking wet floor and stunk of damp. The builders came out and put drains across the front, a week later the floor is still soaking wet! I have had to put off m kitchen fitter twice and my floor layers 3 times, and the decorator indefinitely already! Furious! Yet again I had to contact you to come back out again taking more time off work! The floor was redug up and there was no liner put down in the new floor or where the pipes had been laid. There was also no liner around the door that had been moved forward so there were pools of water under the floor! Part of my new kitchen was taken apart and just left on the side. I have had to get the kitchen fitter back again to put it back. I have taken photos of it all! Meanwhile it is week 8 I still have a wet floor so can't have the kitchen finished yet. I expect compensation for all of this or will be taking things further. Absolute shambles leaving us with weeks of disruption, mess and having to mess contractors around time after time. And still an incomplete kitchen 8 weeks later! To say I am unhappy is an understatement

porch was installed on Friday 5th July. Installers said their buildi.ng works team would finish off on monday (including repair of damaged brickwork. A manager contacted me and said he would check all had been completed later in the week and payment was taken. Since payment, phone calls have resulted in the standard reply "the manager dealing with this is in a meeting and will call you back" which has yet to happen, E-mails have been ignored,
Since I made the the mistake of paying before the snags were completed, I am being ignored and my trust in this company and its customer service claims have evaporated. I amleft with the impression rhat now they have their money I no longer matter.

We have had windows and door installed for 2 years. First 18 months with 20 call outs final cross fingers windows have stopped whistling and no water coming in. Now we are having problems with the door. Ever time it rained water came in. They have come out to tighten the door but failed to do the damaged rubber on the door frame which is clearly visable. Our flooring is damaged and in time the skirting will rot. I don't know as to why I have to start a complaints procedure all over again. When clearly they can see on our account the amount of call outs we have had.
Our ref is 104576

Recently bought a house which had relatively new double glazing throughout. After purchase we realised the windows and doors were very poorly fitted and the house was freezing. Strange with new DG. A loud whistling draft came through the front bay. We rang Dunraven who informed us that there gurantee was not transferrable despite being a 10 year guarantee ( which contravenes there membership of FENSA) and refused to even discuss the matter despite the fact the bill and value of the DG was over £10K and relatively newly installed.
Left to deal with this, we pulled off some of the platic trims to discover there was not a single bit of insulation used when the DG was installed. Some of the screws had missed the bricks and were hanging and no expanding foam had been used, anywhere. All the DUNRAVEN INSTALLED doors and windows were the same. We have had to pay to have this fixed. The lady we bought the house from, and who has since died, and who had been sold this DG rubbish was over 80 years old. She must have been freezing bless her.

This is the very worst company that I have ever had the misfortune of communicating with. All it took was a quick chat in a shopping centre and now, years later, I still get late night calls from Dunraven Windows. I have complained, asked to be removed from the register several times and become increasingly rude to the caller, but to no avail. I have no idea what Dunraven has to offer, as they do not get further than identifying themselves as Dunraven- the caller then listens to my stream of abuse. PLEASE, REMOVE MY NUMBER FROM DUNRAVEN's LIST. I think I am being used in some long-term torture experiment to see how long it will take before I break. I have an allergy to the word Dunraven. They have the world's worst marketing tactics and there is no way on this earth that I would ever do business with this unscrupulous company. STOP PHONING ME, DUNRAVEN!