VELFAC Reviews 460

Outstanding customer service from Ceris at Velfac. She was proactive and helpful throughout multiple questions during my ordering process. Even going above and beyond to help me with a non-standard requirement. One of the best customer experiences I have ever had.

When we built our new self-built home we decided to spend extra on the doors and windows and go for a really good manufacture called Velfac.
We moved in 2020, In 2023 we contacted Velfac about various issues we have been having over the years, we had to fill in a warranty form prior to a response only to be told that the doors were just out of the 5 year warranty. We emailed them during the last month of our warranty not being aware of this but had to fill a form in which took till August.

As a result of warranty expired Velfac suggested they could send an independent surveyor to carry out an assessment at a cost to us of £420. So, we decided not to have this done. Since then, our main door into the property has started to delaminate and the paint is peeling off. Cracks have started to appear and get worse and now water leaks in to our home when it rains. Velfac offered paint and sealant as a sign of good will. But this isn’t enough.

After our most recent contact with Velfac there solution is to replace the door cost of £1578 to us.

I expected when I purchased from Velfac the doors would last more than 5 years before they would require replacing, also there is no guarantee the same won’t happen again with the new replacement door.

With the problems we have had, we wouldn’t use Velfac again for any of our future projects.
Very unhappy about this situation.

I live in a housing association new built flat fitted with Velfac windows and doors and the lock on the balcony door stopped locking after a year living in the flat. My landlord failed to arrange repair for well over 8 months. I decided to contact Dovista myself and pay for the repair and after loading the issue video on their website, two weeks later they’ve arranged for an ASD technician to come and replace the faulty part and fixed the door free of charge. Very impressed with their service. Thank you.

We would just like to thank Dovista for an excellent service replacing a Velfac blown window unit under warranty.
We are so pleased that we chose a quality product when we selected Velfac as the supplier for our project. We have been very impressed with the level of service at every stage of the process and have had no hesitation in recommending Velfac to many people we know who are considering similar projects or simply replacement of existing windows and doors.
Their recommended installer, Westcott Construction, have also been excellent both with the original installation and the remedial work several years later.

ASD have just come to replace a part and service our sliding door. Eddy the engineer was amazing, he knew exactly what the problem was, explained clearly what he would do to remedy it, then had the job done efficiently in minutes.
The system of logging a job, arranging a convenient time to call and arriving punctually when expected made the whole business hassle free. It works!
Many thanks to Eddy and the ASD team.
Chris Carpenter.

The team from MLO Installations were a pleasure to deal with. They kept us informed of when they would be with us and arrived on time.
They were very thorough. Having fixed the original issue we had with our faulty window, they then checked that the fault was not replicated in any other windows, and carried out any remedial work that was required.
They removed their shoes when they arrived and treated the house with respect.
First class service and nice, professional guys.

My VELFAC/DOVISTA windows had been installed as new by a non-authorised company used by the builders. They were a mess with broken components. Authorised installers ASD Servicing appeared and fixed everything under guarantee in the most professional and competent way. The two men were pleasant, cheerful and efficient. I could not fault their performance.

Very prompt response - provided what I needed (replacement window keys) by return of post!

They were quick to reply, and friendly and resolved the issue of finding the parts required quickly. fantastic service

Great, polite, efficient service. Highly recommended

We just had Eddy from ASD Servicing come to replace a damaged seal to our patio doors. The seal was damaged in several places by a contractor fitting new blinds to the window. It was damaged so badly we really didn’t think it possible to fix. However, Eddy came along with a new replacement seal and took great care to fit it for us and now the patio doors are as new.
Eddy was a very polite, respectful, efficient man and took his time to replace the seal carefully. He also cleaned up after himself. Thoroughly recommend Eddy from ASD Servicing. A true company ambassador.

The staff replied promptly, and were very helpful.
They resolved my problem (missing keys)

Excellent company - quick response and very helpful

Miles and his team from MLO came to our house in Suffolk, which has a very extensive number of Velfac windows. We had a number of beads or seals that needed replacing and they ended up having to take out a lot of the frames in order to fix the issue (caused by light damage and old age). I have to say they did an absolutely first class job. We left them to access the house freely, entrusted them with the keys and a week later when we arrived the windows were looking great and the house was looking clean. Many thanks Miles!

Great customer service, all communication was responded in a timely fashion. I would recommend.

Eddy (what a very nice chap) and ASD Servicing - fantastic repairs thank you

Fantastic service from Eddy at ASD Servicing.

He was extremely knowledgeable and fitted the replacement part very quickly. As well as being very professional, Eddy was really helpful in advising how to keep the window unit working efficiently and he even found the time to likewise advise on a window door.

Very highly recommended!

VELFAC / Dovista’s customer service / aftercare service is truly appalling. From the moment you submit your claim, you’re made to feel like you’re wrong. For reference, our external door suffered an internal part malfunction, which was a bracket that broke. Instantly we were accused of misusing the door. If opening a door is a misuse of the product, I’d have bought a fixed panel window.

After 6 weeks, they sent out a company called ASD to make the door safe. The man that attended confirmed the door was broken. Cheers. The service was so poor, his colleague didn’t even enter the house. From his visit, he concluded we had ‘misused the door’ - again, what does this mean.

We were told by a Dovista / VELFAC employee our product was covered under our warranty. She then left the company, didn’t forward on our case and then the incompetent employee who took over the case closed it within a day saying it had been concluded. It hadn’t.

Behind all these employees is a condescending manager. You know the type. Their number 1 aim is to belittle and make you feel like you’re wrong - gaslighting?

We’re nearly 2 months in to this. We’re now waiting for a mysterious man, the only one in the country, allegedly, who can assess the door.

I strongly recommend looking elsewhere for your products. The customer service is beyond woeful and you’re bullied into thinking you’ve done something wrong from Day 1. We spent over £15,000 with them and I regret doing that. No matter who you speak to within the company, the script they read from, consistently makes you feel like you’re wrong. Please shop elsewhere.

**UPDATE** - 12/07/24 - WE ARE STILL WAITING FOR A QUOTE FOR OUR BROKEN DOOR TO BE FIXED

The company are a joke.

Having used Velfac for our previous very large house 8 years ago and were very pleased with the product and the install we decided to go with this product for our latest house.
The experience was not comparable.
The list of defects and problems are too many to list here at least 12 problem areas.
Almost a year on we are dealing with two poorly fitted / faulty sliding doors which are leaking and have caused new skirting boards to lift and bubble.
Two upstairs glazed panels that have an jnternal milky fault on glazing.
All upstairs windows have suction marks on glazing from the install? Factory?
We are being passed between Dovista and Westcott construction who did such a lousy installation.
Still waiting for Velfac to step up and insist that this is sorted out.

I’ve got velvac windows completely drafts all round glazing beads fall off this company should not be producing windows they are 10 years old Jersy Channel Islands can anyone help