Southside Window Systems Limited

Unfortunately, 2 of the windows should have been 2315mm, 1 wrote down 2135mm – a genuine mistake which cost my business over £1200. We ordered 2 new windows the same day. Our joiner should have ensured the new window was the correct size before removing the old window, but having made this mistake, he installed the smaller window and filled the gap, to ensure there was no gaping hole while the new windows were manufactured. As soon as they came in, we contacted you to arrange fitting and even offered you a Saturday installation which did not suit you, we fitted them when suited you. The joiners did put down a dust sheet, however it was a new brand and did not prevent the dust going through – these are all now in the bin. I am confident that the quality of the final fitting was to our usual very high standard, and I can arrange for the Window Advice Centre to independently check this if you wish. We offered you the £100 discount to get the carpet cleaned professionally, filled the small dent in your wall, and you paid the final balance of £3000, with no mention that you were unhappy with anything or the quality of the work. I am willing to arrange for a joiner to come back & rectify anything you are unhappy with, so please call if you would like to arrange this. We have been in business for over 27 years and do not like to have unhappy customers. The usual excellent standard of our work is demonstrated by the many 100’s of reviews we have.

This job was installed approximately 10 years ago with no complaints over the last 10 years. You initially contacted us to enquire about a free health check on your existing windows and indicated they were installed a few years ago, which was misleading. We advised you that unfortunately this was not a service that we offered, however if you sent us over some more information we can advise and assist you as best we can, we also noted that we had looked up our records and your quote was from 2015 so you were likely out with guarantee but we would still assist. You then sent over images of a gap between your wooden mahogany sill and window. We explained that wood is a natural product and it can be susceptible to shrinkage due to moisture and temperature changes within the home, and this is perfectly normal after 10 years. We advised that we could assist you with this however, it would be chargeable due to you being out of the guarantee period. Upon mention of a cost, you expressed your disappointment and your manner changed and became very condescending. The narrative then became that the job was not installed correctly at the time. It doesn’t seem logical to complain about that 10 years after installation and not to complain about it at the time. Russell, the owner, offered to visit your property on several occasions to discuss your concerns. You were unwilling for Russell to attend “unless” we intended to correct what you deemed to be issues without charge, then there was “no point” and you proceeded to leave this negative review. This is an unwarranted review due to us not completing the work you felt entitled to free of charge 10 years later, with no complaints. This situation serves as a clear example of how online reviews and social media can be leveraged in an attempt to harm a business’s reputation. By your own admission, you intend to produce a YouTube video in a further effort to publicly criticise our company. It is not difficult to distinguish between genuine customer feedback and reviews driven by malice. We are a long-established, family-run business with over 27 years of experience, and our commitment to high-quality service is reflected in the 300+ positive reviews we have received.