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National Double Glazing Installers Attacked For Misleading Homeowners

Double Glazing Admin — Fri, 25 Jun 2010 11:23:28 +0000

Double glazing salespeople are using misleading claims and hard-sell tactics to get homeowners to sign on the dotted line, according to an investigation by Which?.

The consumer organisation used undercover researchers to test the £1.2bn-a-year double glazing industry, inviting four major companies – Anglian Windows, Everest, Weatherseal Home Improvements/Zenith Staybrite and Safestyle (UK) – to provide quotes for double glazing at four addresses around the UK in March.

A senior trading standards officer and sales expert then listened to recordings of the visits and analysed the tactics used. These included claiming to be a part of a non-existent government scrappage system.

Which? also found:

• Six out of 18 salespeople made misleading claims, such as: “We’ve been tested by the government and were chosen for its scrappage scheme” (an Anglian salesperson) and: “By law, through trading •standards, you can only give up to a 10-year guarantee” (a Safestyle UK salesperson);
•Seven out of the 18 salespeople offered a discount if the undercover researcher signed up immediately;
•Fifteen out of 18 offered significant savings, often half the “original” price – the biggest drop was £16,926 from an Everest salesperson;
•Many of the salespeople offered a lower price with a “credit deal” but working out how much you’d pay was incredibly difficult.
•One Zenith salesperson asked the researcher to sign their name twice to confirm he’d told her the relevant information – a psychological technique to warm up customers.

Peter Vicary-Smith, chief executive of Which?, said: “As a homeowner, replacing your windows is one of the most expensive jobs you’re likely to face, which is why we’re so disappointed to discover salespeople from the biggest names in the business making outlandish claims and using hard-sell tactics.”

Anglian Home Improvements – Another complaint

Double Glazing Guy — Tue, 04 Nov 2008 09:31:45 +0000

I could just make this entire blog about the problems with Anglian fitting but that would be completely wrong of me so with a little help I’ve picked on this case, you’ll be really interested in reading all the faults in the report also, It’s a long read but is well worth it for anyone looking to purchase from Anglian, just make sure they don’t do this to you, if you purchase from them.

Anglian Problems Video.. Anglian problems 2

Sorry about the links to the videos just trying to sort myself out with that, I’m new at this you know! Well a month and a half anyway.

It just seems so wrong that one person could have so many issues, sure every company has mis-measured a window now and again, but this one takes the biscuit, most companies would remake the winodws but then again most companies would actually use fixings to put the windows in as well, shocking bit of work on this job.

I’m not saying all of Anglians work is like this but “Oh My Word” this is probably the worst bit of fitting I’ve ever seen.. These definately wont be reccomending Anglian to anyone, so once again it’s “Most customers, NOT most reccomended”.

47 Campbell Street

Report on Windows

*Item*		*Location*	*Description*
1.		Ground floor front window	The window measures 1.833 wide by 1.614 high consisting of 4 opening casements and 2 fixed panes. In order to view the extent of the problems the brickwork to the right hand side of the casement forming the entrance porch has been removed to expose the rear of the frame. At the time of inspection the frame was still in situe. The head of the window is the wall plate of the projecting canopy of the bay window and porch area.
Defects: The window itself has simply been wedged into the opening and the rear face of the UPVC profile has been planed off to fit tightly into the opening with no tolerance whatsoever. The code of practice states that a window of this size should be manufactured with an expansion gap amounting to 10mm. In this situation there is no gap. The fact that the frame has been effectively wedged in position has caused damage to the profiles resulting in the lower right hand mitre breaking. There are no visible fixings where the window has been placed against the brickwork and the stability of this window is entirely reliant on a small bead of mastic on the exterior. At the window head level there is a gap of approximately 12mm between the underside of the wall plate and the frame. In this area there is no evidence of any hard packing or shimming to provide any form of support to the wall plate above. The opening casements of the windows have been manufactured to such poor tolerance that both of the lower casements are only 5mm larger than the opening. They do not come into contact with the draft stripping leaving a gap of approximately 10mm on each side. The casement is therefore too small for the opening in the frame. The fixed light and the right hand casement are not square and this can be seen from the sealed unit glazing whereby the visible silver strip is level with the frame on the right hand side and approximately 5mm below the frame on the left hand side. This corresponds with a similar lack of tolerance at the window head. This defect is also replicated on the right hand casement. The cause of this is the fact that neither of the casements is actually square and over the height of the casement is a deviation of approximately 3-4 mm. In conclusion therefore, the principal defects are as follows:
1.	The frames are not fitted to the structure in accordance with the code of practice as there are no fixings.
2.	The large opening casements do not fit within the openings.
3.	The casements are not square.
*Item*		*Location*	*Description*
2.		Ground floor rear window	The window measure 1.058 by 1.461 high consisting of 1 opening casement, 1 fixed light and opening transom. The window here has been fixed tight into the reveal with no visible fixings suggesting that again the profile to the back edge of the frame has been planed and then wedged into place. This again needs to tolerance whatsoever. The width of the opening casement at its internal point is 516mm and the internal opening of the frame is 510mm giving an overlap of 3mm per side. The large casement does not sit square in the opening at its closing point there is virtually no overlap between the frame and the casement. The frame itself having been hammered into position has caused it to bow and on the right hand reveal shows bow in the middle of approximately 4mm.
Defects: In summary the defects are:
1.	Unfixed window frame with no tolerance.
2.	Incorrectly sized casement.
3.	Externally where the brickwork was damaged instead of pointing up the brickwork with a cement mortar the gap has been filled with a silicone mastic.
*Item*		*Location*	*Description*
3.		Kitchen Window	1.793 x 1.031. This is a 3 panel window with 2 opening casements and a central opening transom light on a fixed pane. This window again has no visible fixing into the brickwork and has been wedged in place and fixed using silicone mastic to the perimeter. In parts the tolerances are so tight that the wedging in position slightly distorted the frame.
Defects: In summary this window is capable of being salvaged albeit that it will require fixing in position in accordance with the code of practice.
*Item*		*Location*	*Description*
4.		Wc window	This window again has complete absence of any fixings and has been wedged into position with virtually zero tolerance to the perimeter and then sealed with silicone mastic. Due to the size of the window it is possible that this can be reused with the addition of appropriate fixing.
5		Bathroom window	This is a fixed light and singe opening casement window that again has complete absence of fixings. Furthermore a frame has been wedged into the opening to such an extent that it has distorted the right hand section of the frame by approximately 5mm. Whilst the window is not square but due to its size provided the window is taken out, the openings modified and then the window fixed correctly with the appropriate tolerances in accordance with the code of practice then reuse is possible.
6.		First floor front window	Window measures 1.786 x 1.188 comprising 2 opening casements, fixed light and an opening transom light. The plaster to the window reveals has been removed in this window to establish the tolerances and fixings. Again there are no fixings whatsoever the window is merely wedged into the opening. Other than the undulations in the brickwork reveals the frame has been modified on site to give virtually no tolerance whatsoever and then simply wedged into the reveal and silicone mastic applied to the exterior. With the plaster work reveal removed it is possible to move the frame within the opening where it does not wedge against the brickwork. It would be possible to remove the frame, slightly amend the brickwork to provide an expansion gap and re fix the window.
7.		Rear bedroom window	1.060 x 1.472. Here again the window is unfixed and wedged into the opening. The transom to the left hand side of the window above the fixed pane bows approximately 5mm over its length. The opening casement has virtually no overlap between the casement and the frame and daylight is visible on the top edge. This window is sufficiently poor to require replacement.
8.		Rear extension bedroom	This window measures 1.060 x 1.464. 1no fixed light 1no opening casement and a transom light. This window is very similar to the rear bedroom where the transom is approximately 5mm out of level over the fixed light. Again the window has not been fixed and movement is evident so is cracking to the perimeter. Externally the brickwork has been damaged and a large hole filed with silicon mastic. The tolerance in the opening casement is such that daylight is visible. If it were not for the fact that the window is very tightly wedged into the opening and damaged caused this frame may have been salvageable however the top rail of the frame is sufficiently bowed to warrant replacement.

Get Well Soon – Anglian Windows Founder

Double Glazing Guy — Mon, 03 Nov 2008 09:43:36 +0000

Get better soon Mr Williams, I know that a man with such drive and ability will be home soon and I’m sure there are alot of us in the double glazing world have admired Mr williams over the years.

He built Anglian from nothing, to make it the countries largest window company, here’s wishing you and your family all the best and hope that Mr williams will be home in time to share the Christmas Dinner!!.

After nearly 5 months in a spinal unit it proves the amount of strength this chap has, we are all rooting for you..

“The man who set up Anglian Windows is recovering in hospital after falling downstairs and breaking his neck, but his family today said they hoped he would be home for Christmas.

George Williams was the man behind Norwich’s label as ‘the windows city’ with thousands of people employed in double-glazing.

His was a story of rags to riches as he built up one of the first big glazing firms in the 1960s and rose to be one of the county’s top businessmen with a multi-million pound fortune.

He sold the firm, Anglian Windows, for £30m after setting it up from nothing.

But Mr Williams, who is 80, is currently receiving specialist treatment after falling downstairs at his Weston Longville home and breaking his neck.

He fell on June 6 after becoming disorientated due to an infection he had. He was initially treated at the Norfolk and Norwich University Hospital and transferred to a specialist spinal injuries unit in Sheffield, where he remains.

His wife, Alex, said yesterday that she and all his family – he has four children – hoped he would be able to come home for Christmas.

“He is doing as well can be expected, considering it was a very bad fall,” she said.

“It was very serious and he is an 80-year-old man. The staff at the N&N were very good and at the Northern General they are even better because they are specialists in spinal injuries.”

Mr Williams was left with little movement in his upper body and has not been able to walk since the accident. “He is slowly improving,” Mrs Williams added.”

Source: Norwich Evening News 24

Anglian Windows Aggressive Sales Approach

Double Glazing Guy — Mon, 29 Sep 2008 08:45:37 +0000

Being the owner of a double glazing company you’ve just got to wonder what makes this sales guys tick, sure I’ve had a phone call or two about my sales guys, perhaps being a little bit pushy on very rare occasions, but on the whole I have nothing but good reports back from our clients about how helpful they are etc.

This guy working for Anglian takes the biscuit, why the hell would you do this, it’s like commiting selling suicide, not to mention the fact that this guy had no respect at all for this ladies situation!! Now I’m not saying that Anglian condone this, in fact, they would probably be as annoyed as most of us all about it, but this guy is representing them and then by nature it’s tarnishing Anglian just by association.

Some people may say these people booked the appointment so they should of been available for the appointment, but still, would there be any harm in going and waiting in the car for a while so everything could be sorted, a little thoughtfulness would probably of meant the sale too…

“I am livid.

I have just driven home early as I am on half days at the moment, to see a door to door sales man trying to sell a conservatory to my wife.

Not too bad I guess but she was holding our two day old daughter and I could tell by looking at her that she was upset. She passed him over to me and I did my usual 10 second not interested pitch which did the trick.

I went inside to find my wife crying because she was breast feeding and kept trying to tell him so but he kept on selling.

Firstly, is she really that interested at such an important time? Secondly, what kind of idiot can not have a sense of perspective in those circumstances. I am okay with people selling, but COME ON!!!!!

So, I have now added Anglian Windows to my list of hated selling companies, joining 4 Com in the hall of infamy.”

Source: Craig Killicks Blog

Anglian Windows Financial Trouble.

Double Glazing Guy — Thu, 25 Sep 2008 09:55:02 +0000

Well another story today, from a local guy who used to be an Anglian rep, he actually rang in looking for a job, he didn’t get off the phone for half an hour, he had a good grilling, but in the end I had to say we weren’t looking for anyone at the mo but thanks for his time, anyway back to the questions I’d asked.

He told me that they had been struggling with lead volumes for ages and that on average he was sitting about 2 leads a week and that they had five sales guys all doing similar amount of leads. What he did sell he wasn’t getting paid on anyway, he had gone for more than six weeks with no pay at all even though they owed him a “couple of grand”, over the last eighteen months it has been taking longer and longer for them to get their pay, and alot of guys had just left because they literally couldn’t run their vehicles as there own funds had run dry. I asked him if he thought this was a tactic to not pay until people left and he thoguht it may be but he couldn’t state either way.

I then asked about the sweeping operation (where people ring up behind) this is done on every occasion if the salesman can’t get the deal after drop closing it then it goes staright to the Sales Manager to do a further discount over the phone but don’t accept the first phone call offer they will ring back and drop 3 times!!!!

On the customer service side he didn’t really get involved with that so he couldn’t comment but he thought it should be o.k.

The one point which stuck in my mind more than anything was this, he said he as a salesman couldn’t trust anyone down there, his sales manager had been caught cancelling his good contracts and resigning them so that he got the commisions!!!!! This isn’t the first time I have heard of this as one of my current sales guys came from Anglian and he had this happen to him. And that also Double bagging (selling for another company while working for your employer) was rife and that it wasn’t any surprise to him that Anglian were in trouble because for every one that’s sold legitimately another one was being done on the side!!!

I feel a bit sorry for Anglian on that front, we had a guy double bagging and it is a costly thing.

My own thoughts are I think Anglian have got an uphill struggle on their hands turning this monster into a profitable company again, they’ve certainly got to start treating there staff better and even paying them now and again would be a good place to start, if the staff don’t feel part of something good then they are going to look for something else. The only other thing I can say is listen to the customers, I hope in a way that Anglian can sort themselves out not for them but for the thousands that work for them. But then again on the business side it would certainly free up alot of leads.