After a great deal of trouble what was an appallingly finished product was rectified satisfactorily but only after my son, an architect got involved.

First Impression-April 2017. Although the showroom was open according to opening hours and arrival of York showroom there was no one available to offer any advice only a receptionist. We wasted our time and then had to wait for someone to contact and arrange a home appointment. Not a great fist impression. However a follow up call did happen. The salesman was professional and organised. We decided to go with the product on offer. This part of the job went with no hitch. Order was placed May/June 2017. Unfortunately after placing the order things went down hill once planning was confirmed and the on site survey was completed.Tradesmen didn't arrive when arranged, phone calls to chase with Tiffany the office manager were not returned. Complaint was escalated to Jeff the Director who wasn't very empathetic and unhelpful even though we had taken time off work to be there for installation and no one turned up. Eventually an installation date was agreeded (November 2017)and Steve the builder arrived. Steve was professional when on site and although there were an inital problem with an old gas pipe the intial building was completed to our satisfaction including roof instillation. The organisation of the plasterer followed the same pattern, constant chasing and no shows- despite calling Tiffany to resolve the issue. When he did the plasterer was unprofessional, what should have taken a few hours to complete took 2 days as he arrived at 10 and left at 2 on the first day. He left a mess, didn't use dust sheets and was rude. The building was then inspected by the surveyor and we pointed out that rain water was not running from one side of the building. He informed us there was a fault with the roof and that really the roof needed to be taken off and reinstalled. At this late stage this wasn't what we needed to hear so we agreeded to have an extra drain and down pipe installed to assist with water run off. To date over 3 months later we are still waiting for this to be completed and finished although full payment was made in December 2017. We were told we would hear from the company after Christmas-we didn't. We had to contact and chase on at least 3 occasions to get some further information from Tiffany even upon escalation to Jeff. We were promised a confirmation email this never arrived. Finally we received confirmation in the middle of February that Steve the builder would be contacting us and coming to fit the drain. We didn't hear from Steve. We contacted Tiffany and Jeff and discovered he was off sick. No replacement was allocated. Towards the end of February it was then confirmed that Steve would be coming to fit the drain and the down pipe. Steve arrived and fitted the drain and said the pipe wasn't his job to do. He then left. We called Orion windows and spoke to Jeff, and expressed yet again the poor service and communication from the company. Jeff said he would look into with Tiffany and come back to us with another date. The date was finally booked for Tuesday 6th March 2018. On the morning of the 6th we were informed the company had ordered the wrong colour down pipe and clips and therefore wouldn't be coming. They confirmed it would be in the next couple of days. We called today Wednesday 7th to see if the pipe had arrived, we have now been informed it is on back order and they will be in contact when it is delivered. We are at the end of our tether with the company. For a company that prides itself on valuing customer service I could not recommend this company. It is poorly run, the communication is shocking and there is a lack of care or pride in the workmanship. To date the work is still unfinished.

I have rated fitting date, communication, organisation and professionalism of Orion as 'terrible.' This is due to a number of issues. The advisor came to provide a quote. Were told installation could most likely take place before Christmas. However, it took two weeks after his visit to receive the quote. This delay meant the windows could not be fitted before Christmas. A date was agreed for installation. It was only through us contacting Orion about another matter that we were informed this date could not go ahead. A new date was arranged. Tried to get Orion to confirm this in an email. They refused. They said they would write to us, but heard nothing. It took us contacting them numerous times to find out a start date and time. Overall, very poor communication and organisation.