New front door - anyone used Yaledoor.co.uk?

Clive_Woody

Yaledoor wrote: »

Yale Door have now supplied doors to over 5000 very happy customers. It is never our aim to offer cheap doors, just to offer the best door possible for realistic prices.

This policy, along with now taking absolutely no payment up front, has led to our doors being remarkably popular. This popularity did lead to there being a period of time when some customers did not experience the service that we aim to deliver. This period also coincided with our recruiting the support of a service team who did not meet our standards. The result of this is that over the past 6 months we have trebled our workforce, doubled our working area, removed the inadequate support team and recruited significantly more site engineers. We regret that some customers, during this period, feel that they did not get the service that we are now delivering.

You might want to read the T&Cs for posting promotional stuff on here.

There is no way of verifying your claims, people on here can only go on what other people have experienced which currently doesn't seem to match what you are saying.

smudge221

You pay for what you get... Save yourself a whole load of trouble... Terible service From customer service, survey and actual fitting.... Also be aware they use a contractor for survey and fitting with even bigger customer service issues. Important to note that whilst they sell and use the the yale name. They are not in fact Yale, I believe they work like a franchise. Use the official Yale website if you want trouble free experience. Go to this website type in your postcode and you will get a list of approved Yale supplies/fitters www yale co uk
Also ask yourself why would a company be recommending a country sized web of company's if they where in fact supplying and fitting doors themselves. I was very lucky to find this information out, I paid more for my door but in return had a hassle free experience and am the proud owner of a key free door. GOOD LUCK, lastly do t be taken in by anythink you read on trustpilot reveiews, A little research will show you what 1000s upon 1000s know about trust pilots transparency.

oxfordmark

I am currently having an issue with Yale Door. 3 times now our installation has been cancelled with less than 24 hours!

Shelly832

I am updating this review as it's only fair to provide our overall experience.

Since posting the original review, our view of Yale Door has been turned around and our experience since, has been very good.
Graham and Julie have been in constant contact with us to resolve our complaint. It would appear there was a flaw in their order system which only came to light when our fitting didn't go ahead. The flaw is something to do with the fact we cancelled our order and then reinstated it, and has something to do with the order number. Yale Door have now been able to fix this administrative error to ensure this would not happen again to any other customer.
It had turned out our door had been made and was waiting to be fitted, but the fitters weren't aware it was ready due to this problem.
As mentioned, Julie, Graham and their M.D, have all worked hard to resolve our complaint to our mutual satisfaction culminating in our door being fitted today. They offered to have our door fitted on Thursday 13th February, but we chose today as it suited us better.
With regards to fitting the door, the two lads turned up to fit the door on time and done a very good job. We are very happy with our new door and relieved this complaint has been resolved.


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This is my first post to this site. I apologise for the length of it, but do not wish this level of "service" on anyone else. I have also posted on Yale Doors review site.
Following the bad weather in December, we placed an order with Yale Doors on their website on 6th January 2014, we selected the door we wanted and to make things easier, we also requested the survey and fitting. All went through smoothly, or so we thought....
Yale Door's website allowed us to book the survey for 10th January. We had a call from Yale Doors to advise there was no availaility for 10th but they could come on the 13th January so we agreed this date. Surveyor came out and spent a total of 10 minutes at our property. The order was placed and he advised the installstion would be within the next 2 weeks. We recieved a call from the sales guy at Yale Doors on 14th January who offered us an installation date of 24th January which we were happy with.
15th January we had a call from Evander who said they couldn't understand why YD had given us an installation date as they don't have access to Evander's diary and the earliest they could come out was 11th February.
Called the sales guy at Yale Doors as we were unhappy with the huge discrepancy in the dates given by the two companies, had no sympathy for our situation. As we had felt we were being lied to, we gave instruction to cancel the whole order.
16th January 2013 after talking over the weather situation in the south east, we decided to contact them and see if we could reinstate our order. Spoke to Graham who said he would look into for us and would call back. We have a recorded voicemail from Graham confirming he has reopened the order, transferred it all onto a new order and stopped the refund from going through and that everything would proceed as planned. The voicemail also advises we would receive a flurry of emails confirming all of this. To date no emails from YD have been received.
Over the next two weeks we contacted YD on 4 seperate occasions to check everything was on track as we had no confirmation of anything other than our original order confirmation. On each of these occasions we spoke to a lady who assured us that everything had been fully noted on the order and was on track, we expressed that no emails had been received and on wach occasion she promised to arrange for Graham to call back - we are still waiting on these calls!!
11th February - installation was due to be today, called around 9.30 and spoke to a lady who promised to look into and call us back. 11.45 called again as we had not received a callback and spoke to same lady who said she would get it looked into and would stay there until we were called back. 12.50 called back for the third time and were told we were not on the delivery sheet for today, she would call the depot and would call back. 3 times we were promised a callback and none received. Called back at 1.10 and this times said we would hold. Spoke to Mark from sales, who advised that as we had innitially cancelled the order this is what led to the problem. Explained we had reinstated the next day and it would appear that Graham had reopened the order but forgot to tell Evander and the manufacturers, but it's our fault!! Even though we have a recorded message confirming it had all been sorted out!
We have requested cancellation and a full refund even though they have offered to manufacture the door and arrange installation quickly as we have absolutely no faith in anything we have been told by Yale Doors.
Their complaints procedure is for us to write in, which we will be doing and they have promised a refund, although after reading reviews on this site, it would appear this could take 6 weeks.
What we have learned from this is to always read reviews on the external sites and not to believe what is on a company's site. Everything we have read on this site and others in the last few days shows others receive the same type of service and I wish I had read reviews on all the sites first!

Talaha

Complaint

We needed to replace our front door. We thought that we had done our research into Yale Doors and looked at sites like Trust Pilot, which showed that had 9.2 out of 10 customer’s satisfaction. In hind sight this should rang alarm bells.

Initial order and assessment

We selected the door through Yale door website and they sent out one of their Surveyor (also called expert engineer on the Yale door website!!) to take measurements. When the surveyor came, my husband was concerned that my electrical junction box would be a problem when the new door was fitted, as it was right next to our old door. The surveyor took a look and junction box, pulled the plastic back exposing cabling going behind the old door frame. He explained that it would not be problem for the fitter. I also was concerned that Yale would use contractors, which I was assured they used their own fitters by the door surveyor . He also suggested a few amendments to door we had selected, which we went ahead with. We felt happy with service up to that point. The surveyor really appeared to know he was talking about, very friendly and came across as honest person. As he the electrical junction box would not be a problem and they did not use contractors, we went ahead with the order.

Door fitting problems

Forget the 30 day door fitting, it took much longer for us. We had set a weekend date for the door to be fitted as I and my husband both work.
First attempt was a fitter attended and told us he had black door and his order sheet said blue. So the door could not be fitted as they had given him the wrong door. So we rearranged another weekend fitting.
Second attempt was the door fitter attended again but this time he had seal or panel missing and could not fit it again.

By this time I was really annoyed, we had cancelled weekend plans twice to get the door fitted. When speaking to the fitter he mentioned other customer’s orders had also been delayed and there would be some very annoyed customers. I then decided I had enough and wanted to cancel. So I contacted Yale door and asked for a cancellation and full refund. Only to be told I could not cancel as the door had been fitted. I explained that it had not been fitted due the problems. I was disgusted when the Yale door team leader made out that I was lying and the door had been fitted.

After some phone called/emails all of which I initiated as no one from Yale Door appeared bothered to contact me. I was told I would get compensation for the delays and I should go ahead with the order. So I went ahead still believing Yale door was a reputable company.

Door fitting (Third time lucky!)

We arranged a third date to fit the door and the fitter came and fitted the door. I and my husband watched. We were not happy with the following:
Allot of plaster came loose when the old door frame came out leaving a large cavity between the new door frame and wall. This was covered up with plastic panels. I asked if he would not fill in the cavity to which I was told it would cost extra, which we nothing about. I would have been happy to pay extra but the surveyor never said anything about possible problems or extra costs.

A large gaping hole about 30 cm long, which left exposed plaster and wires between the electrical junction box and door frame. The fitter refused to cover it with a plastic panel stating he did not want to do it. My husband told him that the assessor said would not be a problem, we were told to raise it with Yale

There was two pieces cork inside one side of the glass, visible from the outside and looked odd.

One of the glass panes had a 1 cm crack. Also the wrong glass was fitted.
I have done everything to try highlight the problems with the door and Yale Door have completely failed to acknowledge the physical faults with the door. They are willing only to address the cracked glass by sending out the replacement panels, which they did without even telling us. It is still the wrong glass which they claim we ordered and they will only compensate us a measly £100 for the delay of the door fitting, but not the poor door fitting. I have constantly contacted Yale Door as nobody has contacted me after claiming they would.

I have been left with poorly fitted door that allows cold air to seep into my home. Yale Doors tactic is claim there is nothing wrong with the door even though I have sent them pictures show blatant fitting faults. I have found further faults since. They have suggested somehow I am at fault.
I now look back at the reviews and find that it is strange that they have 9.2 customer satisfaction. I have since found many complaints on moneysavingexpert.com. I have read reviews that Yale Door get majority of the negative reviews removed, which can be done on sites like Trust pilot. I intend to post this review on many sites as possible.

I am very disgusted with the way I have been treated by Yale Door, the incredibly poor service from the start right up to now. The poor quality of the door fitting and actual door itself. I expected a high standards from Yale Door but it seems the company is so big it can treat customers with a all round substandard service . Yale door company must fit hundreds of door a year and should be aware of any issues and inform the customer so that they can make the appropriate decisions, which clearly is not the case. What it seems to me is that they simply are concerned in getting the door fitted and taking the customers money.

If I had a choice I would never buy from Yale doors. We are currently seeking to instruct a solicitor to take Yale Door to court. As we have tried every thing to resolve this and Yale Door has refused address the physical fitting faults.

pcygan

Quite easily the worst company I have ever dealt with - avoid them at all costs. Very expensive, delivery takes forever, the doors are of poor quality and their customer service is a joke. Save yourself from making a very expensive mistake

TheCyclingProgrammer

We considered using Yale Door (the doors are made by Door Stop, not Yale). In the end I went with a local fitter who supplied us with a Door Stop door.

The door itself seems of good quality but we've had one issue which is one of the glazing panels leaked. The fitter tried to fix this by putting silicone around the outside of the window beading which didn't fix the problem - water was penetrating between the beading and the glass - so they returned and siliconed around the inside of the glass. This stopped the leaking but it looked pretty unsightly and then the first time I cleaned the door, the clear silicone started coming away.

All in all, I'd say trying to fix with silicone was a bodge and the glazing panel should have been removed and resealed internally as it should have been when it left the factory. The fitters have generally been good about coming back to try and resolve the issue but it has now been referred to Door Stop who sent somebody of their own to look at the door. They offered to re-seal the glazing there and then but they said they wouldn't be able to remove the silicone without damaging the door and it would have looked terrible, so I've requested a replacement door.

I'm now waiting to hear back from them. I suspect this is going to end up with a dispute between Door Stop and the fitters and that Door Stop will end up agreeing to replace the door at the expense of the fitters as they were the ones who siliconed it in the first place.

Its annoying because other than this one issue, I'm happy with the door. It feels solid, keeps the heat in, looks good and I'm particularly happy with the Yale keyless entry system (annoyingly they released a new version with home automation support a month after ours was fitted but oh well).

I don't think the doors are bad and I think we've probably just been unlucky with the glazing leak. But I'd recommend trying to find a local supplier instead.

johnsmittt

Hi
What you tell me about this doors ?ENERCO?

Le_Kirk

Enerco supply and fit fast action roller shutter doors as a quick Google found. I believe they are also SPAM proof!!

sparkz42

Avoid these cowboys at all costs!

I had a new front door fitted by them in May 2013 with a Yale keyfree lock. The fitting was a joke. They left me with a poorly fitted door and lock. The door wouldn't shut properly. The lock was difficult to open/close. The door wasn't hung correctly. The frame wasn't installed correctly. You can see daylight around the edge of the door when it's shut. It wasn't fitted properly into the concrete. It was all out of alignment. Despite numerous calls, email, letters to them they just ignored my complaints.

I had to get a local locksmith to sort out all the problems and he said he hadn't seen such a badly fitted door in a long time.

To top it all the Yale keyfree lock (3 years old) has now failed. It justs keeps setting of the tamper alarm at random times, day or night.

They also give the impression that they are related to Yale but according to Yale they are nothing to do with them.