SupaGlazing
Reviews and Complaints

We purchased some wind back in December and was advised to have the anti glare finish which we did. The problem is that when the sun does come out it is like looking through a blue fog. Nobody mentioned that when we bought them. I would like them changing over please at your expense as had I seen what the coating was like I would not have had it done. Please respond ASAP to save taking the matter further.
Regards
Colin Irvine.

This company is holding onto an £850 'deposit' of ours and refusing to give it back. I use the term deposit loosely because the deposit required was actually £325 but we chose to pay more so that we would have lower repayments on finance later on. So in reality they are holding more money than just our deposit. We understood that we had a 7 day cooling off period and that once finance was approved we would have a further 14 days. However we were declined finance (the finance was being organised through Supaglazing) outside the 7 days cooling off period (meaning that we had no choice to cancel within that period as we had not had a decision about finance). After a telephone conversation we agreed that we would finance it ourselves. However within a few days (and certainly within the 14 days cooling off period that Citizen's advice advices is the legal requirement) we heard of the new government Green initiative which meant that our windows would likely be paid for by the scheme and we telephoned to say we had changed our mind. We were told that this was not possible - that they were keeping our 'deposit' (which as I've explained earlier is far more than a deposit anyway) and that they would discuss this in September. Then they hung up on me! Despite several emails, we have had not even had a response from them. We never even had a surveyor out to measure the windows, all we have had is the man come and give a quote. So as we have not had the surveyor out, our windows have not even been measured properly, and certainly not manufactured, I cannot understand how they can justify keeping £850. We even said that they could take an admin fee if they really felt it necessary (although even then I believe they haven't actually done anything to warrant a payment!). At the moment we are having a very difficult time as a family with a disabled daughter and also a bereavement in the family (which Supaglazing are fully aware of) but once we have the energy, we will be taking them to the small claims court. The sad thing is that we had previously used them and fully intended to use them once the government grant came in. There really is no other word to describe them other than theives and they aren't the 'ethical' family run business their website makes them out to be.

Threatening behaviour towards me by a highly ranked member of staff at Supa Glazing Limited, came right up into my face, need I say more. Thankfully my CCTV caught the action. Just when you think the dreadful Supa Glazing Limited experience cannot get any worse...well it just has.

Supa Glazing Limited are NOT part of an ADR Scheme or members of GGF, Checkatrade, DGCOS, Fair Trader. What does that tell you... make sure you use a reputable company instead.
Those who are having trouble with Supa Glazing Limited or another glazier company for that matter, you can officially in writing report to the company they are governed by, who will investigate further on your behalf.

Reporting to Trading Standards (Medway) is the best option.

Start the ball rolling and you can also speak to the Goverment run team of people who give ‘advice' and then lookup how to report a ‘live company', again that too is investigated and taken very seriously.

Just make sure you read the complaints about supaglazing on this and other sites, these are not written by people out of spite. I would suggest if they could proven wrong they would be removed! And people would risk legal action against them.
I will keep this short, I am almost a year into legal action with this company and have now had to raise a second case. The first case was settled out of court at their request was all written and agreed in early dec 2018. Now into 2019 they had still not honoured that agreement. We provided bank details for bank transfer as requested, sent registered letters and e mails and still nothing. We allowed well over a month and had no option than start a second legal action and informed them in advance, all at our expense!. Once that had been started and we were now down over £3000 they decided to pay. Had they paid what was agreed (on their terms) they would have paid back around £1600 and I would have lost £1200 which sounds ridiculous but believe me, we settled to end all the stress and hard work and worry. They would not even honour their own agreement so forced me into more expense (all mine) of this latest case. Now it is underway they paid it into my account after I had told them I would not accept it as they had incurred me even more costs so if they did pay, "it would be held on account". I will update this on the final outcome but at present I can guarantee anyone, if you have an issue they will lie to you, make promises they won't keep, and push everything to the last straw. They have a lot of experience at it believe me. Certainly read the reviews! These are people that got what they paid for as indeed everyone should nothing more nothing less. But also read complaint sites and cases against, these are the ones that matter! From people who do not get what they wanted, agreed to, were promised, paid for and were entitled to.in reality there should be none that can be justified, the fact they are still on the web and have not been removed indicates they are probably true.
In my case I know its true, and have photos, all communications, letters, e mails, written agreements all that prove we have been more than fair and patient. Initially willing to loose £1200, pay to correct a h&s gas fault caused by them, losing my initial court costs, tolerate their building materials left on site for almost a year on my driveway. They will grind you down to that and probably beyond, so "please, please be warned" these are not easy people to deal with. I can not, will not, recommend them to anyone and would strongly advise against using them.

Sales Rep arrived 24th Sept said completion of conservatory would be mid-October. After reading the T & C's, I signed a contract and gave him a cheque for 30% deposit. Balance due on completion according to their T & C.
Surveyor came out next day then a letter arrived dated 2 days later unilaterally changing the terms and conditions of the contract I signed, by demanding interim payments. When I queried it, I was told I was being rude and that she could not discuss it as she was leaving work early to attend her husband's birthday party. (Some customer service - Not) They booked a 2nd survey but he never showed up, nor did he have the good grace to call me! I was ignored for the best part of a month.
The builder rang on 25th October to arrange start date of base construction for November 1st, he said he would expect £3, 700 before starting work and when I said I was unhappy about this, he said he would get someone from the office to call me. So the director rang me the following day. I am so glad that I recorded the call because she ranted and raged on about how they have done everything to help me and how difficult I am to question how they do business, she accused me of phoning them 3 times a day, which I did not (I called them twice over the course of a month) - She called me a cheeky cow and a nutter. She said she would return my deposit minus payment for the work they have carried out to date. Now here's the thing … They have not done any work! They sent a sales rep round, who grabbed my deposit cheque which their bank cleared within 48 hours! A surveyor to measure up and that's it. So what exactly do they expect me to pay for? My solicitor confirms I have a litigation case against them if I do not receive deposit in full and I will most definitely adopt that course of action if needs be.
I want my deposit back in full.

DO NOT USE. We paid 50% deposit for 6 windows & a front door from Supaglazing and everything had faults, from windows being too small to misaligned frames and inconsistent trim used to glue over the frames. Supaglazing left screws over our drive and grass, which could have damaged our cars and caused injury. We still can't understand how it only took 4 hours to fit the 6 windows, even with the poor workmanship.
We had to replace the windows and door from a different supplier, at our own cost, as FENSA agreed the windows were not fit for purpose.
Suaglazing blamed my wife for not checking measurements, accused us of lying, trying to con them and that we had no intension of paying, even after paying 50% upfront. Supaglazing's owner was extremely rude, aggressive and threatened to come and take the windows out, which caused a lot of destress, as I was working away from home. A few members of staff seemed to be trying to resolve the issue, but the owner of Superglazing could only be described as totally uncooperative and in denial of any problems.
After taking Supaglazing to court, which took 2 ½ years and several court appearances we got our money back with a High Court Writ.
No one should ever have to put up with kind of service and inconvenience.
No doubt Supaglazing will again say this is all lies!
Supaglazing don't even deserve 1 star, but that's the lowest that can be given!

Had some windows installed. Arrived a day late with broken glass. Caused additional damage to the property and they agreed to pay for damage just to get my money and then refused all communication. This company is the worst I have ever dealt with. The management care about absolutely nothing but getting your money and tough luck to the customer if there are problems, and trust me there will be problems! Avoid like the plague, you have been warned! 6253aDon't think you might be lucky, you won't be. Pay a little extra and get a reputable company in.

Having spent a little under £4000 nothing but issues.
1. Turned up with a cracked window pane. Fitted anyway and had to remake 1.
2. Fitted the new pane once it arrived upside down.
3. Fitted the incorrect privacy glass from what was ordered flowers not droplets (This was blamed on a printing error in the brochure). This was changed a week later.
4. No sealant put around the outside/exterior of the windows allowing water to seep in.
5. Inside the window sealant used not adequate, after 3 times of trying to rectify we still have cracks all around the windows.
6. Old concrete removed from the corner of the downstairs windows, re filled in with approx. 3 inches of sealant.
The above are the better bits.
Since installing the French door at the back of the property (Whilst doing so ripped the wallpaper in the lounge and stuck it back down with sellotape hoping we would not notice meaning the wall needs re papering) it has dropped on 4 occasions (Superglazing came back out 3 times to rectify and adjust). The 4th time I could not understand it so called in a friend to take a look (Who owns his own building company D Missey contractors). The reason the door is droping :- The old frame was removed and 2 courses of brick work was removed with it. The new door frame which was put in was half as thick as the original wooden one. The bricks have been placed back on top on the frame and held in place with sealant. The brick work was not re set, not re pointed, overhanging the new frame and no lintel put in. The wall is now collapsing and sitting onto of a bowed plastic frame. Not to mention the door is not shutting properly. After the recent rain, the door is leaking along with water coming in from the sealing from where the brickwork is not set and un pointed. I have been quoted £300+ VAT plus a window company to remove/refit the door by my friend, but he is unsure if the door has permanent damage due to the bow in the centre. £700 quote from another local building firm plus VAT plus a new window firm.
I called Supaglazing on 6 (Six) occasions where I was told, the manager (Steve) is busy. We have text him and left him messages. We have left notes on his desk. I have tried another 3 times to phone Michael Booth who is on every occasion is in a ‘meeting’ and shall call me back. The receptionist are beyond useless and not once in the 6 occasions I had a call back over a week period or 3 times today. Had 1 phone call to send someone out to look at the damage caused last week, have not heard back since after viewing and taking pictures. I have also sent a email including pictures of the damage, this has gone un answered.
So with handing over my little under £4000, I would like to say thank you to Supaglazing. To do this to a family with a new born baby and a toddler in tow and to anyone else for this matter is shameful. I have contacted FENSA and shall be contacting other authorities including watchdog and rough traders as it seems I am not alone with having issues. My Solicitor shall also be contacting them in due course. I have tried for weeks to be reasonable but enough is enough. I am shocked to see some positive comments about this lot. I have no choice but to contract a company to repair the damage caused. Is shall seek to reclaim this with all receipts kept. Shameful trading. I shall keep others who have had problems posted. Shall post photos for those interested.

We had the rep come round and he gave us a quotation for supplying and fitting a conservatory. We told him that we did not want to move the boiler and he said there was no need to move the boiler. On the second visit from their surveyor we were advised that the conservatory could not be build where we wanted it as the boiler flue would need to be moved. We said that the rep said it would not have to be moved as we would not have gone ahead with the quotation if the boiler needed to be moved. His great solution to the problem was that they could build the conservatory part way across the patio door. This was a ridiculous suggestion as it would look stupid and as i use a wheelchair how was i supposed to get through the door. We told him we would be cancelling the order. We rang and spoke to a lady at their office and she told us to email her cancelling the order which is what we did straight away and she would arrange for the deposit to be refunded to us. That was on the 30 May 2014. It is now the 25 July and we are still waiting for the refund. We have contacted them numerous times by telephone and email and no one ever rings us back. Avoid this company they are a bunch of rip off merchants. They take your money and then you can't contact them.

Two years of ongoing issues and false promises has led me to this - email sent to Supaglazing - but I am not expecting any resolution from them!

I write to you to inform you of my overwhelming dissatisfaction with both the quality of the installation of my double glazed windows and the appalling level of service provided.

In June 2012, our windows were installed (contract ref - 51xxx0) and initially we were delighted (after the snagging was completed). We had received courteous service, no pressure selling and a great price. However, shortly after the installation, it became apparent that their were issues with the sealant around the exterior of the windows. Feeling confident, we contacted Supaglazing and an "engineer" was sent out to carry out remedial works. This involved patching over the areas, where the silicone sealant had de-bonded from the window frames - all 11 windows. The "engineer" proceeded to patch over and use a saliva covered finger to smooth off the patch job. Of course, this was never going to be a long term solution and the areas patched over simply pealed away. This technique, did not provide sufficient sealant in the gaps to provide a long term solution and of course did not resolve the issue as to why the sealant had not bonded successfully to the window frames.

So, as expected the same issue arose yet again - and another engineer was sent out. This time the engineer offered to put beading around the window frames (on the exterior). Furthermore, I could see daylight from the inside of my daughter's bedroom - where the exterior sealant had failed and the internal decorators caulk had shrunk. I did not agree to ugly large upvc beading being installed for two primary reasons; firstly we did not like the look of this large ugly beading and secondly and most importantly - this does not resolve the issues and would not provide a guaranteed weather tight seal. So, again, the "engineer" carried out a patch job!

So, yes you guessed it, the same issue arose again and an "engineer" attended our property to make an assessment. Again we were offered beading, and I highlighted my concerns - that this did not resolve the issue and that other installers of upvc windows did not have to use this method to achieve a satisfactory seal and furthermore, this was never agreed at the initial contract stage. After a lengthy discussion, the "engineer" stated that the sealant required removal and replacing for all 11 windows and that expanding foam should be used to reduce the gap behind the sealant. This was subsequently carried out, resulting in aesthetically ugly looking seals (as can be seen in the photos enclosed) but what I was told would be a functional seal and thus prevent the previous problems we had experienced.

So here we are in 2014 - some two years on and yes, the seal has failed again, with me being able to see light around the frame from the inside of our en-suite window. On checking the other windows, the sealant has failed. Of course I called Supaglazing and was told that they would send out an "engineer" - but it would be around four weeks later (this has been the general theme/time delay for sending out an engineer throughout my after-sales experience). The date was agreed as 4th June 2014 and my views with regards to a long terms solution to the issue were expressed along with a complete list of the history to date. I even recall suggesting that the sealant manufacturer Soudal were invited so that the matter could be resolved - I was informed, in no uncertain terms that this was not something Supaglazing would do!

The 4th June arrived and we received a phone call stating that as the weather was drizzly, the "engineer" would not be attending. After some protest and an explanation that our expectations were not simply for an "engineer" to arrive and patch over the sealant, but to make a full and thorough assessment, so as to provide a plan to resolve the matter in the long term - an "engineer" attended.

The "engineer" examined some of the windows and the sealant and explained that he had been on the team which attended and removed the old sealant and used the expanding foam (visit 3). He agreed that the issue required a better sealant or application process and would complete his paper-work which would be in the office the following day.

The following day arrived and no call from Supaglazing. We made contact and were promised a call back after explaining the situation (which even I am now bored of constantly repeating it). Of course no call was received. So here we are over a week on from the latest "engineer's" visit - with no solution proposed, no contact and sealant which does not seal!

In the meantime, I have spoken to Soudal - the sealant manufacturer (as used by the Supaglazing engineer who attended our property) and the very helpful technical services department informed me of the following (with regards to Silirub N (the silicone used by Supaglazing:

This is not a contractor grade silicone and is the cheapest available (although technically fit-for purpose)
An alternative sealant would be recommended for this application
The usual reasons as to why the situation above occurs are:
Not enough sealant used to allow for the natural movement which occurs within such joints and expansion as a result of heating and cooling - thus causing de-bonding at the weakest point of adhesion.
Poor cleaning of the substrate to which the sealant is applied hence the sealant adheres to any substance on the surface of the substrate and as such the overall joint adhesion is only as strong as the bond between the contaminant and the substrate to which the sealant is meant to bond (probably a surface coating/contaminant as a result of the window frame manufacturing process, which has not been removed prior to application of the sealant)
Supaglazing are not direct customers and as such they would need to escalate the matter via the third party from whom they purchase the product, in order to arrange for a site visit from the manufacturer (Soudal) if required.

I have enclosed copies of the technical data sheets for Soudal's Sillirub N - for your reference/instructions on correct application.

Please note that while I accept that the work/product does not necessarily need to be perfect, I do have an anticipation that as supposed "experts in their field", the quality of the product an installation will be of a better standard than that which I could provide/achieve and furthermore, comply with the sale of goods act - "of satisfactory quality" and "fit for purpose" - clearly that is not currently the case. Furthermore, I accept that some times companies do not always get things as right as they would have liked to have done - but it is about how these issues are rectified and so far Supaglazing have shown nothing other than contempt for me and the issues, since they received payment for the job!

Naturally, this is a wholly unsatisfactory situation (which is not going to improve by itself - and given that we are two years into a 10 year guarantee, is shocking!) and I am frustrated and disappointing with the contact (or lack of) I have had with Supaglazing. Furthermore, I feel that the matter can not continue in this manner and needs resolving immediately. As such I give Supaglazing 7 days to resolve the matter (given this has been going on for two years now - I feel that this is more than reasonable). Should Supaglazing fail to respond/resolve the matter, then I will have no alternative than to contact my credit card company (which I used to place the deposit for the goods/services provided by Supaglazing) with a view to placing a claim under Section 75 or Charge-back, in order to fund a third party contractor to conduct the remedial works required as well as the consequential loss I have suffered as a result of the last two years.

Yours Faithfully,

Having read the other complaints about this company I am in complete agreement with what they have said I do not believe they are false reviews
We have had a very similar experience including the abusive phone calls which we also have recordings of
We had a conservatory built by them
The faults were numerous including it being off plumb and the door not locking and no air brick in the base and covering up the house air brick
They fixed some if the problems and expect us to be happy
We contacted the credit card company d they went ballistic
That is where we are as if now
We will update any further developments

I had all windows replaced earlier this year and everything was fine. The installation people were very friendly and accommodating. Recently, two windows in separate rooms failed to work so I called Supaglazing to arrange an appointment. Two engineers visited on two separate occasions and diagnosed different issues however, the issue was not resolved until the third visit. I waited in on one occasion for an engineer who failed to turn up. I called the office the following day to advise them of this and spoke to a gentleman who was adamant he had called my land line to advise that the engineer couldn't attend. When I said I hadn't had a call from him, his tone changed and he became what I can only describe as aggressive accusing me of calling him a liar. He raised his voice and eventually hung up leaving me completely dismayed that a Client could be spoken to in such a way. Telephoned the office daily requesting an apology which I am still waiting for after 7 days. No one has called me back. Windows are average, customer service is terrible so avoid if you want a good all round service.