Peter L
I have given Eurocell 1 star only because I cannot give 0 stars I am writing to put on record how very disappointed we are with the poor customer service we have received from Eurocell, after reporting a problem with Coastline Cladding. Nobody has ever come back to us without being prompted! My wife and I visited the Leeds showroom to view the cladding installed on site. We received a very good reception from yourself & your counter staff. When we enquired about the fitting of the Coastline Cladding system, we were informed that the length we required exceeded the 5m lengths that this cladding was produced in. To overcome this we were told to randomly butt fit the cladding (this would look much better than using the expansion parts). It was not necessary to fit the expansion system fittings. We believed this was exactly what we wanted, & we were told by yourself & your counter staff that fitting it this way would not give us any problems. ****you gave us an example that a friend of yours had used it this way on a summerhouse with no problem. Our builder also visited the Leeds site to discuss the installation and was given the same information, and to fit the cladding using random butt joints was not a problem. We went ahead with the purchase on these recommendations and had the front & rear of our house clad on the 5th & 6th August, 2 hot summer days. It looked perfect! We were so pleased with it and had many complimentary comments from our neighbours. Approximately 4 weeks later we noticed that the butt joints had opened up, some up to 8mm. Our builder sent photos of the cladding opening up to the Leeds office on the 13th September. Neither of us heard anything from Eurocell, so I rang you on the 10th October & you promised to ring me the following day. I contacted you again in Leeds the following day after no response to my call the day before & you sent *** out to take photographs that same day (thank you) & for the photos & complaint to be sent to the technical team. I then waited several days for a response from Eurocell, I had to contact you again on the 23rd October to say I had no information on what was happening with my complaint. You told me that you would get someone to ring me before 5.p.m the following day, this did happen about 4.30p.m. I then arranged for ***** to visit on the 29th October, inspect the work & take more photos as the initial photos had been lost & could not be found. I again had to contact on the 21st November chasing my report. I did finally get the report on the 22nd November. When I received the report I had, unbeknown to my family, changed my name to Peter Lever (whoever he is) Perhaps I got the wrong report! However the report does not address the issues that we are complaining about. The problem reported is about horizontal expansion & contraction not about back ventilation. Are Eurocell trying to brush the problem under the carpet? Nor is there any mention about warpage on the back cladding This is mentioned in the 1st part of the report but not in the findings No mention of the fact that we were told that butt jointing was OK We feel totally let down and abandoned by Eurocell who offer no ideas as to what can be done to rectify this situation, caused by being initially given the wrong/misleading information by Eurocell staff! This product is not fit for purpose BELOW IS TAKEN FROM A EUROCELL WEB PAGE “The secret is in the advanced material formulation of Coastline - a patented triple composite of polymer resins, inorganic minerals and acrylic colorants that makes it highly temperature stable. So even in extremes of heat and cold, there’s almost no expansion or contraction” Eurocell should NOT suggest butt jointing BUT they DID
4 years ago
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Eurocell has a 2.6 average rating from 75 reviews
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