“Back in early 2019 we started conversations with a company called AL13 Architectural Ltd, they abandoned that company not long after and are now Haute Panoramic Ltd. At the time they just told us it was a name change.
We were converting our garage into a hallway, adding a single story extension and building a garden room.
We spent almost 8 months discussing our requirements with them, we were very sure of what we wanted and had laid this out in much detail to them. We got drawings from them and after much back and forth agreed, signing contracts on 2nd August 2019 for delivery of the skylight in September 2019. The contracts have two company names on them AL13 Architectural Ltd and Haute Panoramic.
We actually ordered the following from Haute Panoramic
A skylight roughly 6m x 1.2m in our garage conversion
A window roughly 30cm x 1.8m in the garage conversion
Large sliding doors in the extension roughly 8m x 3m
Large sliding doors in the garden room roughly 7m x 2.2m
All together we paid £13,956 in deposits and stage payments.
September came and we had to email them many times to get an appointment, which they missed 4 times before eventually turning up to fit the skylight on the 29th October 2019, one month late having not turned up 4 times without letting us know they weren’t going to.
The team had no lifting equipment and the 3 glass panels for the skylight were very heavy, they badly damaged the roof of our house sliding the panels into place. The cost to repair this was estimated at over £2000 so instead, we used a metal strip to cover the damage.
They also hadn’t made the skylight frame big enough, this meant they had to chop 3 inches off the top of 3 sides of the plasterboard on the inside of the skylight opening for the frame to fit. It was a disaster. This was a huge amount of damage to the plasterboard, which had to be replaced at our cost, £756 to be exact.
The glass was also incorrect, it had a step on the edge so it hung down inside the hallway instead of sitting flush on the frame. It was nothing like the specification drawings we had spent so long agreeing with them. They had ignored it all.
We called the director of Haute Panoramic immediately and he promised to come and take a look and also promised to put it all right and refund us the deposits we had paid on the sliders if we weren’t happy, that was over £7000. We never got this back.
After many missed appointments he finally arrived to assess the damage.
He first tried to blame our builders for not creating a square hole, however, we soon showed them this wasn’t true and eventually they agreed that
The frame was the wrong size
The glass was the wrong shape it should not be stepped
They would pay for the damage to be rectified and
Would refund the slider deposit if we were still not happy
This was November 1st and he promised to be back in two weeks. When they came to remove the glass they caused more damage to the roof, no lifting equipment again. They also brought the side window for the garage conversion to fit, no surprise it was the wrong size, so they took it away with everything else.
The weeks passed, the two-week promise was missed along with many other promised install dates.
We chased and chased and they didn’t come back until 23rd December and they brought the same skylight glass they had previously removed, it was stepped not square.
Again they promised to fix it, they promised to refund us the money and promised to fix it yet again, always promising to call and get everything sorted out. In fact, they never did.
We are currently going through a court case to get our money back, but we hold out little hope.”