Had an Orangery fitted by Pennine in 2016, all seemed OK. However, 2018/19 we had heavy downpours of rain and that's when the problems began. An 'engineer' was sent to investigate the leaking issue and 6 weeks later workmen arrived to rectify the problem. Roll on to 2021/22, terrible downpours and orangery yet again pouring in and flooding the inside area, due to the water penetration and saturation of the walls and floor the plaster has completely cracked and the floor tiles are lifting (their warranty does not cover internal damage to your fixture and fittings). I have been waiting for over 7 weeks for an appointment to be scheduled for another investigation as to why it is still leaking, it is impossible to have a resolution to the problem without the initial visit and the Afterfcare Team cannot determine when that will be. "Pennine's reputation is built on delivering the best possible products and customer service'. Maybe that statement is questionable for a customer who's installation has been leaking since 2016 and aftercare falls short in communication with customer and timescale in solving the issues. 20 year guarantee - beware - the first 10 years labour and parts are covered - any problems beyond the first 10 years you as the customer will be responsible for the payment of labour, keep this in mind in relation to the time you need to wait to have issues rectified. Disappointing as a customer who buys a product because of the 'aftercare' promise only to feel let down by its implementation, only to be asked by the Company to be patient - 2016 -2022 how patient do they want customers to be?!!
After having read through the 'good' reviews maybe installation of windows and doors is their forte - not so great when you read the ones about conservatories and orangeries - such a shame that the AFTERCARE is so disappointing. STEVEN at aftercare I notice you get a positive mention for your aftercare service and professionalism - get in touch ASAP!!
REPLY BY PENNINE:
Thank you for your feedback.

It's disappointing to read that you're not happy with the Aftercare service you've received.

Checking our records we can see that you first notified us of a fault in 2017 and we visited shortly after to repair your conservatory under your guarantee. There was another report in 2020, and again, we attended your property and administered a repair under the guarantee that we offer all customers. We (Stevie) spoke to you on the phone today to book your repair in for the next available date and we're pleased that we booked you in for the first week in April.

We're pleased that the vast majority of our customers are patient and understanding with us and we do also appreciate your feedback as it helps improve the service we offer to our customers.

Thanks again for your feedback.

Pennine Home Improvements
My reply and may I add still waiting for an appointment:
Thank you so much for your reply it is much appreciated. Yes indeed you did visit on 2017 to 'fix' the leak, and again in 2020 and now yet again (I hope)in 2022 addressing the same issue, so obviously the problem still exists, therefore you must appreciate how frustrating it is for me, the customer, to have to keep 'trying' to contact the AFTERCARE Team to have this problem resolved once and for all - then we will all be satisfied. Reading past reviews and the complaints therewith - it is the Aftercare procedure that is frustrating and disappointing. Of course people appreciate that installations can go wrong, and in reading previous reviews I can only determine from these reviews that, as customers they have been very understanding and patient, however there comes a point i.e. after re-scheduled dates, no shows, long waiting times and the problem still existing after attemps of rectification that frustrations can become strained (on both sides). Yes you have re-scheduled a date for April, however, my first scheduled date was 1st March 2022, which was abruptly cancelled 2 days later, I was informed (by text) that Pennine would be in touch and that I would be given an investigative visit in March to ascertain (again) why the organgery is still leaking. I have sent numerous emails which have not been acknowledged, therefore I telephoned the AFTERCARE number and was gleeful that someone actually answered, however Stevie you were at that present time unable to give me a visit date as you did not have a 'schedule' for bookable visits?! I received a text message an hour later informing me that a visit had been booked), I look forward to my forthcoming visit on 7th April (fingers crossed). Customers do not want to complain they would much rather not have cause to, it really should not be necessary to chase and plead for an AFTERCARE appointment to have their faults rectified - a good AFTERCARE service is essential Pennine for a successful company to keep thriving - the company has been in existence for over 40 years and you have many happy customers, the bug-bear is the vote of no confidence/satisfaction in accessing the services of the aftercare team!!!
HOW PATIENT ARE CUSTOMERS EXPECTED TO BE OVER A PERIOD OF 6 YEARS AND STILL THE PROBLEM EXISTS.

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