Core Sash Windows

We are sorry that your experience could have been better. You notified us that there were some marks upstairs on the newly painted walls of your home. We agreed that we had been responsible for leaving some of the marks during the installation of your Accoya double glazed windows. There was substantial ongoing works taking place throughout the house at this time with multiple trades on site. We suggested we would fully paint all of the walls upstairs so we could leave you with the best possible finish. This was carried out to your satisfaction and we also gave you £200 in John Lewis vouchers for the inconvenience of having our painters for additional days on site. After this you emailed to say that you wanted £1500 compensation before you wrote reviews about us on various sites. We have rectified the issues you brought to our attention. However, we are unable to provide you with any further payments. We regret that we were unable to completely resolve your complaints but we do appreciate your business. We will of course, honour all guarantees and we will return if you have any issues with our windows in the future. Yours sincerely, Sean Mac Anbhaird Managing Director Core Sash Windows

We are sorry to hear about your experience. It took us a while to figure out who posted this review. Confusion arose because you were not our direct client. The property management company of your building contracted their builder who in turn contracted us to carry out the window upgrade works in your flat. Our client took some time to decide on several details of the job - whether the sides of the windows should open or not with the Venitian window and whether they wanted a hand painted or spray painted finish. The 8 – 10 week lead-time will only have begun after they clarified these details with us in writing. We provided our client with a ‘Schedule of works’, that outlined the entire work process & they were in contact with our surveyor throughout. However, we understand that this has been frustrating for you and that some information was lost along the way. As a result of your feedback we have made improvements to our systems of communication; particularly when there is a third party involved so that all parties are onboard from the outset.Please get in touch if you would like to discuss this further. We’d appreciate the opportunity to make things right and work towards earning back your business.

Hi Alessandra, We understand your frustration and we are very sorry that our efforts to expedite the delivery of your new sashes to receive them in 4 weeks (rather than the standard 8 weeks at this time of year) was unsuccessful. Regrettably, despite the factory operating 2 shifts and working 24/7 in this the busiest time of year, the delivery was delayed which put us and you under time pressure. The delays stemmed from the production of the glass units, so I opted to have the finished sash frames delivered un-glazed and had an extra 10 double glazed units manufactured locally. These were fit in the sash frames so you would have natural light and we replaced them when the correct units were delivered. My thinking was that this option would enable us to fit the windows and finish all interior work by your move-in date of 23/07/18. Trying every available option to avoid an impact on you moving in, was, we felt the right choice when the alternative was to start work a week later on Friday 27/07/18 (by which time all windows had been installed). 1 top sash upstairs is waiting for a glazing unit to be swapped and 2 timber corner pieces to be fitted. Everything else was finished on 01/08/18. My communication in the beginning while I was in constant contact with the factory to find solutions, could have been faster while I was waiting for a confirmed (rather than giving you an estimated) delivery date, I hold my hands up that this should have been communicated to you quicker.

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