Trend Windows & Doors Girraween

I'm the owner of a cabin manufacturing and instalation business and switched to Trend to supply all of our doors and windows.They've been great until now. We've been receiving damaged products and then a compete lack of communication. We don't have the space to store their damaged goods, we don't have the time to wait additional months for items to be repaired/replaced, we don't have the cashflow to have money tied up in damaged goods we're still holding as well as ordering additional goods, and we don't have the time required to keep nagging them. Literally, a month with multiple calls and emails and no one can give me any information about when they're going to repair or replace items. This may soon prevent us from being able to deliver our cabin installations.There seem to be serious issues with the care that their dispatch and delivery team take, their customer service team doesn't know what's going on, and their site service team is uncontactable.We may need to find a new supplier.I'm expecting that Trend will comment on this below and then do nothing about it, so if there is no comment from me below of how Trend has resolved this issue then please ignore their attempt to make it look like they're taking it seriously. Trend - can you help?

Do yourself and favour and DO NOT USE!! Appalling customer service and no ownership for mistakes. I highly would not recommend.

- Within months of the installation, the glazing within the windows developed an opaque patina - making them not fit for purpose- Only after an NCAT tribunal Trend management team accepted this occurred and agreed to :- change the glazing within the windows to Viridian- replace the frames and handles to be new.As we wrapped up all confirming next steps - the team at Trend stopped responding to anycorrespondence.Furthermore, members of the Trend Windows team that have agreed on rectification steps and replacement of the glazing to be of same size as originally delivered frames. Upon chasing the team literally for months for next steps and quotes for additional windows - they stopped responding and interacting. Until a further NCAT submission was made.- ANDREW VASSEL | GENERAL MANAGER- JOHN SHEEHAN | SITE SERVICE MANAGERBelow the latest thread with their leadership team. Attached examples of quality of delivered product. Suggest thinking carefully before proceeding with Trend Windows.Email addresses redacted.————————————example of the email exchange. ignorance of the team to even supply what was previously agreed upon and most disappointingly of all be caught in their web of reality about what was previously already committed-to---On 25 Jul 2022, at 15:43, John Sheehan wrote:Good afternoon Roman,After further consultation with senior management I must continue to insist that a final site visit be conducted.Trend Windows cannot endorse the current quotation without undertaking a final site measurement.Trend Windows are committed to finalising our obligations on your project.Please advise of a time and date suitable for you when all parties including myself, Con and Andrew can attend site to confirm sizes of replacement frames and discuss the timeline of the scope of works with yourself and your builder. Please note this will be subject to availability.Kind regards,JOHN SHEEHAN | SITE SERVICE MANAGER, SYD.From: Roman TarnavskiSent: Thursday, 21 July 2022 10:54 AMTo: John SheehanCc: Andrew Vassel; Con Constantinou; Shane Gentle; MumSubject: Re: Notification of application filed in the Consumer and Commercial Division of the NSW Civil and Administrative Tribunal (NCAT).Good Morning John -I have stated that the delay has not been due to our doing; not that it is deliberate. Please re-read my email. You are writing today 21st July, and suggesting that sizes that you noticed 24th April - are incorrect. 88 days to share your concern. How do you reconcile this delay ?• February 4th - you shared the scope document• February 10th - together with the builder you measured everything• February 22nd - you stated to be confirming the quotes & sizes with the rep that day• March 3rd - first time I was able to speak with Con and shared with you the missing context that you stated will be provided to him together with your sizes• Week of the 21st March - you and are confirmed all the configurations and sizes over the phone; during this call you advised me of the glazing being already manufactured and intention of replacing ’same for same’; hence importance of sizing. Sizing therefore shared - as you asked - are of the original quotes & invoices supplied by Trend.From there - I have been asking for progress - literally for months ! - and being simply ignored. Fact - not conjecture. As evidenced by your own email and voicemail inbox.You asked for the timeline on the 22nd February. I advised you immediately that day - in writing - that scaffolding is to be erected 7th March for the works to commence; hence the importance of getting everything aligned. Please review past correspondence.Today, 3 months after we confirmed the sizes to be equivalent of Trend’s originally installed quotes - you suggest that they’re incorrect ? Yes. I am disappointed at the regression in professionalism, but please do not for the moment suggest it is on this side.Kindly share a simple list :- Window ( & Location ), measured by you size, supplied by me size.

I have been waiting 3months for glass to be installed to a fixed raked window. I have been calling , emailing , no response . I called today I have found out there is no date scheduled yet. I asked to speak to someone they are either in meetings or busy. Their products are great but it's night mare to get after service care. I'm very disappointed with their service care.

We ordered windows for our home. After payment we were given a delivery date. I stayed home from work to assist with the delivery. Never arrived. No communication. We had tradies lined up for the job and they had to be put off. After a number of calls a new date was set. Windows arrived minus one. Again tradies put off as they were going to do the entire job in one day. No communication again with regards this. I have called and left messages. No returned comms outlining when the final window will arrive. This was three weeks ago! Frustrating to say the least.

Got looked after by Vickie and she did a great job getting me windows sorted

We ordered 2 X doors on 6th August 2021, I understand with COVID lockdown their were delays , we received first door on 6th October 2021, it's now late January and we are still waiting for our 2nd door, can't get any response via email or after leaving several phone messages. Still now it's the 28th of March and still not fitted. Completely hopeless. Sent the wrong doors, had to make new ones. The worst experience ever.

Please do not go with Trend Windows EVER!!!!! They will take your money and make big mistakes with your order then they will not install it correctly. They are rude and their installers are abusive and will make a very big mess of your job. I have never posted a Google review before but I felt like I had to this time to warn customers about how bad this company is. Please go to another company and don't use Trend. I have not given all the details of what went wrong because it will take too long because literally everything went wrong. Just don't go with Trend and your house and your family will be better off. Make sure that you never ever have and installer named David come and install your doors. He will verbally abuse you and your carpenter and builder for no reason at all. He actually was so abusive that my carpenter had to sit inside my house until David left. It was very sad to watch!!!!!

We had some issues with after sales service on our windows & doors from Trend. However after contacting Andrew Vassel things started to fall into place. Today Evan & Mario came to our property & fixed all the issues efficiently & professionally. Nothing was too much trouble, they were thorough to the point of fixing an issue over looked by our builder & really I can’t speak highly enough of their work ethic.Thank you both. Also thanks to Andrew who was a real gentleman even when I was complaining.

Very glad I checked online before placing an order with Trend. Will be looking elsewhere. Just goes to show why besides the ethical and professional manor a business should take when providing a paid service. That we live in a day and age where your business can be ended if you don’t do the right job. Such a shame to see.