The first thing to state at the outset is that this company is not a member of the Double Glazing and Conservatory Ombudsman Scheme and they will not help you when you have trouble with this company. They are affiliated with FENSA but FENSA will not cover any conservatory work. So customers only recourse is to Trading Standards or TV consumer programmes or newspaper consumer help such as Daily Express Crusaders. I would also like to see the many, many customers who are suffering at the hands of this company advertise Zenith’s incompetence on Social Media as much as they can. The company tends to target elderly, vulnerable people and so expect that they won’t fight back too much when they get terrible service.
I have had four previous installations with this company for a garage door, double glazing, fascias and soffits and a porch which all went well. However, I didn’t realise that the company is now under new ownership and frankly their customer service is virtually non-existent and their infra-structure cannot cope with the necessary coordination of different tradesmen that an installation of a conservatory requires.
We were told that the installation of our conservatory would take 2 – 3 weeks. So far we are into our 8th week with no end in sight.
There is no overall project manager who communicates with the customer and the various trades required.
What you have is a team of people in the installation centre who have never been on site and have really no idea of what is required and when.
So instead of having a list of trades in order that they need to be on site they simply book in one trade at a time and when that is reported back to them as completed they book in the next trade – which typically is a few weeks later.
So from the point of view of the customer you get a team arrive and work for a few days and then you have to phone and phone and then you get an appointment for another team to arrive a few weeks later and so it goes on.
In our case when the roof team came to do the glazing they were a piece missing and it took 3 weeks before this missing piece could be ordered and a team found to fit it. Three weeks of water pouring in.
Then the plastering team were booked in three weeks after that and when the day arrived, they didn’t. I waited until the afternoon to be told that the wrong team of plasterers had been booked in as they hadn’t realised the extent of the plastering and now it would be another two weeks before the correct team could come.
But if I hadn’t phoned them --- they would have quite happily let me wait all day for them without letting me know that they were not coming!!
I have sent numerous emails to their customer service department but all they do is send generic emails back saying someone will call you from installation department. Which they don’t – but even if they did --- it wouldn’t help because I am actually trying to inform them that their installation department do not know what they are doing.
When the building team laid the temporary concrete floor they said that a team would be coming to lay floor levelling compound. I have been unable to find out when this is taking place and so for the past 4 weeks we have spent an hour every morning dusting the whole house and hoovering through the entire house because of the dust from the temporary floor.