1 Jan, 2018 → by ClaimboUser870300
customer service – barely exists and fails on so many levels

1

Ensure you get your fensa certificate... 12 years ago everest fitted a front door (and roofline products), totalling £5, 000 Recently we sold our property, but needed to provide the fensa certificate for solicitors (a legal requirement). We had everything bar the certificate - we had quotations, purchase agreements, site visit letters, letters of installation completion, insurance certificates and guarantees, but not the fensa certificate. None of the paperwork referred to a certificate being issued on completion. Fensa charge £20 for the duplicate - the original which we never received. Because we didn't know we were due to receive one, we never queried non-receipt of it until now. But we were expected to have chased non-receipt within 3 weeks of the installation even though we were ignorant of it ever being sent out to us. As we needed the certificate for the sale of the house, we had no option but to buy the duplicate. Fensa refused to send one free of charge. Everest refused to acknowledge emails and calls for nearly 3 weeks. They then refused point blank to admit they had not advised us verbally or in writing, and said that their website states they are members of fensa - that's now, not 12 years ago in 2006? None of their documents or paperwork showed the fensa logo, but plenty of other logos to do with british standards and glazing federation etc etc. Their is a hierarchy for complaints, with at least 6 stages. Getting past stage 1 is a big problem! If you need to complain to the head of customer relations, don't expect too much... Or anything. He'll probably pass your complaint back down the line... Moral of the story is ensure you get your fensa certificate or chase non-receipt shortly after installation. Also, don't expect any understanding, compassion or sympathy from everest - they don't bend an inch and their policies are more rigid than their window-frames.
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