Mpnwindows Omdömen 195

My Husband previously reviewed MPN in 2016. My response on our behalf today, the 28 November 2022, is that it's intended to take this matter and issue to the Glazing Ombudsman.

In May 2015, June being the completion date, we took on the supply, services and installation of MPN.

Despite continually chasing MPN on numerous occasions and times to include visits to their outlet since the installation, we initially were able to obtain some rectifications, repairs or replacements.

A review was left for MPN based on our dissatisfaction with the overall experience of the upVC supply, services and installation. Paul Webster, one of the owners and directors took exception to the review, contacted and told my Husband to remove it. Later, due to Paul Webster instructions, we were ignored or refused to be spoken to if phoning or visiting their outlet and we turned to Veka and Independant Network for their help and services in order to get any necessities carried out.

Since the installation, it's been practically every year that a rectification, repair, or replacement has been needed.

The MPN rectification/repair/replacement company, Mod Plan, informed us that they could not carry out any rectification, repair, or replacement without MPN Paul Websters say so. We were informed that he refused. We have this in writing by Mod Plan.

On my contacting Paul Webster in 2021, he decided to speak with me. He told me that as my Husband hadn't and still haven't removed the review, that he 'had spent enough money and time on us.' that he wouldn't deal with us or give authorisation to Mod Plan.'

When I addressed the 10-year backed guarantee in respect of rectification, repairs, replacement etc., Paul Webster further added that the 10-year insurance backed guarantee was only given on his say so.

According to Paul Webster, we don't have a 10-year insurance backed guarantee, meaning that we will not get any rectification, repairs, or replacements, now or in the future the upVC is supposedly covered by.

There is nothing in the terms and conditions of the agreement taken out for the supply, services and installations with MPN Windows, Doors and Conservatories that in respect of the 10-year guarantee that 'Every installation comes with a 10-year insurance backed warranty and FENSA certificate that the '10-year insurance back warranty [or guarantee]' is verbal or to be authorised by Paul Webster or any of the other Directors.

To date and since 2015, we still have issues with doors that are not shutting/closing properly, rusting furnishings and fixings and rainwater ingress.

Mr Webster was asked at the time of a telephone contact with us and at the time he read the review whether anything we had written was UNTRUE. His response was 'Remove the review or we won't deal with you.'

Under the Consumer Rights Act 2015, we are entitled to have double glazing that is:

Of satisfactory quality
Fit for purpose
As described
Fitted with reasonable care and skill.
To rectify any problems that occur to indicate the windows or doors are faulty.

Your MPN website states and I quote: -

'A well-established, family run business. Unlike many of our sales-focused competitors, we believe in focusing on our customers to deliver the best products and service levels possible.

By investing in customer-care, the majority of our business is from word-of-mouth recommendations and our existing customers returning again and again. Over the years, this ethos has helped us to establish a reputation as one of the most respected double glazing companies in South Wales.

In respect of your assured customer care, you refuse to speak with us on phone calls, talk to us on any visits or on your chat page and ignore our emails and recorded delivery letters [returned unopened].

Time and dated photographs prove the truth as well as all retained email and copy letters sent to Veka, Independant Network, Modplan and you in respect of this very sorry purchased upVC supplied and installed by you.

We put our trust and money in MPN, but instead found that leaving a genuine review has resulted in nothing short of a 10 year insurance backed warranty [or guarantee] that is only a VERBAL warranty [or guarantee] when approved by Paul Webster.

We'd have been happy to have left a top review had your services, installation and after sales not failed and continue to fail us.

Perhaps you would be so kind as to please explain on Trustpilot why you won’t authorise rectification, repairs or replacements and why you have told us that your 10-year insurance backed warranty [or guarantee] that you gave us at the time of purchasing of over £7,000, is only given by your say so?

You be honest with your customers, I have been complaining about my windows you fitted coming up to 9yrs .it still hasn't been resolved and you blame everything. But the windows haven't been fitted properly 😕

Wind blowing through all Windows , had the locks on the window and doors replaced so many times I've lost count. They don't have a after care they parm you off all the time, I'm now going to the evening post I don't want anyone else. Having the same problems as us over the last 9 yrs .

Just had all our windows and doors replaced. The company was really helpful and the fitters, Iestyn and Rhys were efficient, fast, and managed to do their jobs around our six dogs. The house looks and feels so much nicer now. Thank you, MPN.

Recently had a new front door and sliding patio doors installed. Totally pleased with the quality of the product, the price quoted by Gareth was fixed (with no added extra surprises) and the install by Iestyn and Rhys was top class. Will definitely be using MPN again.

We used MPN many years ago on a previous property and did not hesitate to use them again this time. We had excellent service throughout our installation. We visited their showroom in Glyncorrwg and was showed around by Danny who was professional and friendly and politely answered all our questions. Nathan the surveyor visited our home and was prompt, polite and knowledgable and again satisfactorily answered some more queries we had.
Today, we had Jonathan Williams and his colleague at our home to fit our new front door. They arrived on time, removed our old door and side panel and fitted the new composite door and side panel neatly and quickly. They cleaned up after themselves and gave clear instructions on using and locking our new door. We are absolutely delighted with the job, and within an hour of the fitters leaving, we had 3 of our neighbours complimenting our lovely new door, and commenting favourably on how neatly and quickly the job was undertaken. We have passed on the details of MPN to the neighbours. We will be looking to replace some windows soon, and will definitely use MPN again. Our thanks to all at MPN.

Just had a 4 window Bay Window installed by Dan from MPN along with his sidekick whose name, unfortunately, we forgot to ask. What a team !! From the outset they worked at a speed rarely seen these days especially when it is coupled with pure professionalism of both of them in removing our old windows and installing a custom made set and clearing up completely after themselves. The Windows themselves are excellent quality - far more substantial than the set they are replacing and with a bonus of much, much less traffic noise. Thanks again MPN and Dan for your help and we will contact you soon to talk about updating more windows

We had our old patio doors replaced today with a new set of bi-fold doors. Can’t fault Iestyn & Rhys they did a superb job. Very friendly and professional. Everything left clean and tidy and they kept us informed of what was going on.
Would definitely recommend them and this company.

Fantastic aftersales service! Reported slight issue with door, they were out within the hour and all resolved on the spot. Nathan the engineer was absolutely lovely and kindly waited as I was running late getting back to meet him. Would definitely recommend MPN, their guarantee really is a guarantee 😊

Brilliant job done by Mathew and Harley but not without its challenges to be fair. Taking out the old windows turned into a nightmare for the poor lads I felt so sorry for them but they just got on with the job in hand. Top standard of work carried out by two hard working lads, thanks for doing a great job.

Thankyou to the boys at M.P.N who fitted my patio doors yesterday on Blaenant Street. Neet, tidy and timely. Super impressed with the job done.

I would defo recommend them.

Too job

Just had our new conservatory built and project managed by MPN and from the initial quote right through to the final visit everyone has been great. All the trades came when required and the whole process went really smoothly. Many thanks great job.

Had a problem locking my back door, rang MPN and they came out within 3 hours and fixed it for me - really pleased with the service and the staff were really helpful

Giving a one star because I can’t give a zero.
Have had nothing but problems, from poor quality of materials, poor workmanship and dreadful after care. Customer service is shocking…when they even bother to return our calls. Had a composite door with panel, French doors and a new pane of glass fitted (after seals had blown) a while back. The doors weren’t installed properly (as we were told from one of their own employees), the composite door started peeling and because of the finish (apparently they couldn’t match it back up) they sent someone to ‘paint’ it. It is now an awful colour that doesn’t match the frame but is the nearest they could get to the frame we were told. I now have to save to pay to have a new door from elsewhere even though the ‘warranty’ is still valid for a number of years. When I asked about them actually replacing the door I was told they would phone me back but never heard from them again and now they won’t respond to any of my e-mails or calls. To top it off, the pane of glass is back in the same state, seals have blown and condensation in between the glass. Wish I hadn’t chosen to use this company.

Thank you Ali and Mathew for finishing our door and windows you was brilliant and polite thanks once again Mrs lewis

Great service. We had all new windows and doors replaced. Fitters worked hard and were very tidy cleaning up after themselves. Job completed in timeframe.

Super friendly and good customer service. Came out to fix my broken door handle within a couple days even though it had been nearly 2 years since door was fitted:)

Can not praise MPN WINDOWS enough, the back up service is excellent and prompt. I will recomend them.

MPN recently finished building a new conservatory for me. I found them very helpful and did exactly what was promised. The boys who carried out the work were great and nothing was too much trouble for them.

MPN have replaced a number of windows and doors on our house over the past 5 years and to be honest, we wouldn't use anyone else now. They provide an extremely efficient service, all their staff from the salesmen to the fitters are friendly and courteous and they always do a great, tidy job and clearly know their stuff. Iestyn and Rhys did our latest work and I can't fault them. With MPN, any snags are quickly rectified with no chasing required. Highly recommended company, a pleasure to deal with! Thanks MPN.