Airlite

Wrong site measure and caused structural damage - beware – The site measure they made was wrong and a window and a front door came to site too large. During the door installation they removed a structural beam supporting the door opening to fit the door. Now matter with Fair Trading - do not use these people - dodgy.

Great sales, poor service – Disappointing after sales service - We have used Airlite for a couple of home renovation projects as we liked their products - the window cracked (builder said it was the house, insurance said it was faulty glass, Airlite said we could care less our warranty is 24 hours - which when we get to fair trade I'm sure will be queestioned) - zero care factor or attempt to fix their expensive, faulty windows....

Window delivered was to small and panels were on the your side – Do not use these people!!!! Measured up the existing window and said they could match it exactly with a Cedar window. They delivered the window that didn't have a primer and left it in the rain. Couldn't install for 2 weeks then discovered the window was smaller than the original and siding panels were on the outside and flyscreens on the inside?… Read more

They wouldn't remove the window and installers wouldn't remove it. They wouldn't refund the money or remove the window, read the terms and conditions they can change what ever they want without notice. We went to a West Australia Cedar who did the window cheaper and install was 3x cheaper and completely professional. They act like they are the only people who make the windows. Do not use them!. Cost us over $6,400 (Window & Install) dollars.

Ordering with no fuss – Had a complicated project, with many custom features to the windows and doors in cedar. Every requirement was satisfied in a concise and calm manner. Great result and competitive pricing Show reply

Fantastic windows – Have a cedar clad house with the standard boring aluminum windows....Until i got into contact with Josh from airlite windows and with Josh's help now have stunning matching classic cedar windows that work so well with the house..The house now has a classic style that is a stand out in the street. I would definitely recommend airlite and the team behind the product. But also a big thanks to Josh. Glenn Smith Show reply

Exceptional Service – It is an absolute pleasure to provide a 5 star review for the exceptional service received from Airlite. The product knowledge and professionalism demonstrated is outstanding. A special thank you to Josh Keith for all his personal assistance throughout the past 9 months we have been using the services of Airlite. As a small local business we are so impressed with the service provided, we will continue to use Airlite on a regular basis. Show reply

Terrible and frustrating after sales service – We have a large 2.4 m x 4.2 m 6 Panel Glass Airlite Sliding Door that was supplied with incorrect rollers that after 2 years requires replacement of rollers at a cost of almost $500 each visit at they need to send out two men. Airline cannot understand that replacing with like for like rollers does not fix the problem and the unless they can… Read more

supply heavy duty rollers as they do for Stegbar version of product the doors are not fit for purpose. They refuse get a Service Manager to contact us for discussion and claim they have no record in their files despite several calls and service visits. If i could give them 0 stars i would.

AVOID!!! - Terrible customer service and unreliable – On 14 October 2019 I placed an order for a single sliding door and a 3 panel stacking door. Despite countless attempts on my behalf to have Airlite (and their installers, glaziers and service team) complete these doors over 5 months later I am still waiting. Both doors delivered were too large for the existing brickwork opening sizes (despite the… Read more

Airlite recommended installer site measuring the openings prior to order); the stacking door was manufactured with the door panels operating the wrong direction (I advised via email that the door operation shown on the production drawings was wrong three times prior to delivery); and one of the glass panels within the stacking door was chipped.

The Airlite recommended installer arrived one out to install the doors and relied on my 70yo father to help him carry the heavy glazed panels up three flights of stairs and assist him to install. As doors were too large, installer used a grinder to cut back brickwork opening to make doors fit.

Doors were installed initially so poorly (stiles bowed, wrong glass panel installed in wrong frames, not enough fixings used, etc) that when another installer (arranged by the original installer) came to finish off, he advised the frames were required to be removed and reinstalled.

Over an extended period the frames are now installed as best as now can be, the chipped glass has been replaced and the operation of the stacking door has partly been corrected.

When Airlite's glazier was replacing the chipped glass last week, he inspected the doors and made notes of works that remained outstanding. It appears however Airlite (and associates) no longer wish to complete the outstanding items???....

Will not return emails – Bought over $10,000 in windows from Airlite for a small renovation. By the way they sent silver handles out when the windows were black. There was an issue is delivery - windows were ready but missed the truck, usual promises made and not met which cost me money as the builder could not continue. I let [Name Removed] the rep know how… Read more

disappointed I was and he was very ambivalent and dismissive and was not prepared to go out of his way to help. I was looking to get one more small window to complete the renovation. Have sent 6 emails over 2 months to [Name Removed] with no reply. No acknowledgement of receipt. I even asked the builder to see what he could do. In the end I sent through a request for a quote on the website prior to Christmas (I realise they probably shut over Christmas) but 11 days into the new year and nothing. Do yourself a favour and stay away from Airlite - Clearly not interested in feedback and employ people like [Name Removed] who has less than no customer service ethic or resilience.

our recent dealings with Airlite – We are absolutely delighted with the overall fantastic service, the product and installation, their very professional approach and systematically following through with every aspect of what we needed. We could not be happier, both Greg and Scott were completely amazing to deal with always so very responsive and understanding. Hence we are now… Read more ·  1

looking at the next stage of our window installations which will mean we will then have all our new windows and doors supplied and installed by Airlite for our entire house. We would recommend their products and their great level of service to anyone. We believe it has not only greatly improved our outdated house design both internally and externally but dramatically increased the value of our house. Well done Airlite and your great team Kindest regards, Steve & Debra Warriewood

Rep Nathan Deacon – I have been a builder for 30 years and I have used Airlite windows and doors for every Reno Ive completed and their quality and after sales service is the reason I have stayed loyal for so long along with my current Rep Nathan Deacon, whose positive / can do attitude is the reason Ill keep buying from Airlite Show reply

What fantastic customer service! – We had some large airlite bifold doors installed as part of a renovation. The builder didnt put the glass indicating motifs on the doors and 2 years later the council wouldnt approve the occupation certificate. One quick call to airlite and Greg offered to drop them at my home address on his way home. Arrived home from work and they were at the door. Very happy customer and the doors themselves are very good quality. Show reply

Excellent service and good pricing! – Joel from Airlite was very responsive to my request and the company gave us very competitive pricing for the windows. Easy to deal with and windows are of high quality Show reply

Supply of Windows Seals for my new windows – Airlite supplied timber windows and after initial problems with the seals, Josh Kieth immediately took action to resolve the problem and arranged for new seals. Very prompt service. Thank you. Show reply

Poor quality and Service. Product doesn't look like in store or brochure – Ordered 3 windows from Airlite in Brookvale. One large bi-fold, one large French style door, one kitchen bifold. They were delivered on the wrong day and "dumped" at the bottom of our drive. No-one called to say they had been delivered. Windows have scratches and dings in them. one window doesn't fit the space in the frame, fly screens not… Read more

delivered. Mechanism to open and close windows is flimsy and breaks as soon as you install it. It seems no care has been taken at all. The bifold door is wrong size for the space and doesn't look like the one we ordered. Airlite will not take responsibility. Product does not look great, quite cheaply made. Based on our experience we would not recommend buying here. Is mass produced and cheaply made. Quality is not there.

Door installed 1 April and fully functional 23 October – We ordered a custom and installed aluminium door for our dining room to backyard opening. We went with Airlite because we were told they were reputable company. From ordering to delivery, everything was fine. We received the door the Friday prior to the installation date as planned. The day of installation, the bad news started. We had a very… Read more

experience installer complete the job who was frankly a highlight of the experience. One of the first thing he pointed out was that the sticker had been put on the wrong side of the door and therefore would likely need the glass to be replaced since we had purchase SmartGlass for additional insulation. We emailed Airlite the following day with pictures and description of everything that wasn't right. A week later, we followed up to get an update. We were told a service person would need to come and further assess the situation.

After lenghty back and forth, multiple service people coming over to fix one thing and break another (we had our window handles paint scratched, we had our deadbolt misaligned, we had our door not closing properly, etc. We finally had the glass of the door changed in September after threatening to take the situation to Fair Trading/ ACCC. This last service made the door spacing unequal from top to bottom and cause the door to not close without having the handle handed down. In the middle of this, we had Airlite chasing us for the final 10% payment of the door, despite us still not having a functional door. We finally had the final service completed on 23 October and now have a functioning door. A week later, we received a reminder asking us to pay the final 10% of the invoice, which despite our very poor experience, we paid to be in line with the contract.

I would say if you need a custom door completed by a certain timeline, do not go with this company. Again, our door was first installed on 1 April 2019, we flagged issues in writing and with photos on 2 April and our glass (one of the original issues) was only replaced on 13 september (misaligning the handle as a result, which was fixed on 23 October).

The company takes no ownership of their mistakes and sadly seem to be focus on paying their staff as little as possible rather than employing competent/ experienced people. The people that came to service our door were all very polite and nice but with the overall issues, clearly need more training in testing everything before going away when completing a service.

Awsome Airlite – We as builders have used Airlite for a complex site at Seaforth, building 4 luxury homes, the quote organised by Greg Woodhead was thoroughly detailed and competitive, delivery was as per schedule and the after service was timely and effective. Show reply

Excellent Service and Support – I recently worked with Greg Woodhead for windows ands doors for my extension. He was very helpful with the original quoting process and delivered the products on time. When it came to ask for help with a service issue Greg quickly and professionally pointed me to the correct person to handle the issue. Then finally when it came time to have the project certified Greg was able to provide the correct documents for the certifier. Show reply

Great product, outstanding customer service! Thank you Airlite – My name is Matt and I own and operate HB glass installations. I proudly install the Airlite product, One of the few suppliers Ive used who always get it right. Special mention to Greg Woodhead, Outstanding customer service thanks for making my life that much easier Show reply

Great Service – I have just ordered the windows & doors from Airlite. My rep Greg Woodhead has provided excellent service and he has been very patient and assisted with my many questions. I am very happy with his service and product knowledge, it is now up to the production team to meet my expectations. Show reply

Nathan Deacon - Excellent Service – I would like to commend Nathan Deacon (Airlite Rep) for his high level of customer service during our most recent project. Nathan followed up our RFQ diligently and I can confidently say that Airlite won the sale due to his commitment and upfront approach to our needs. Thanks again Nathan Show reply

Shocking service – They promise but do not deliver, product is ok but customer service is a disgrace. My builder told them he would never used them, now after 2 years waiting for a louvre I cannot say a nice word about them, specifically the brookvale outlet

Windows and Door Products – Paul Yeo is an excellent rep for Airlite courteous and reliable the Airlite product is good, however the fine detail on our current job at North Epplng is a bit lacking service has been good. Show reply

Airlite windows service – I' ve been working with airlite windows for a number of years and consider the service from Brylie Williams at the Mona vale to be full proof, great knowledge of the product, Basix and specific BCA Codes for the areas we are proposing to build. Show reply

Fantastic service every time – As a builder I deal with Brylie Williams at Airlite often, she is fantastic to deal with, always quick to reply to questions and full of knowledge. She helps keep my business running smoothly.

excellent service – I had an outstanding experience with Airlite windows. Brylie Williams went out of her way with all our requests. The windows turned up when they said they would. I would definitely use them again Show reply

Shoddy unprofessional incompetent company. RUN FOR YOUR LIFE – Ordered a $5500 Airlite aluminium stacker door. Was told it would take 5.5 weeks. They canceled the delivery with less than 24 hours notice. Said it would be a week later. That left me $1000 out of pocket. (had to pay tradies i had booked) Doors arrived....the handle is loose and there's a large scratch on one frame that was UNDER the protective… Read more

plastic. They said they "investigated" and that it wasn't their fault. Not going to fix it.

When it arrived it also didn't have the glass in the fixed panel....that would take a further 2 weeks to book in. (this was in the pages of quotes and invoices, but who reads that) i get that it was my oversight, but a quick mention of something so important would make sense.

By this time i'm pretty unhappy so i ring the state sales manager, who has never returned that call. I write a letter to the CEO, now they're going to fix the scratch, but he still doesn't bother replying to my letter in any way.

They were due to come and fix the scratch last week, and a day out they called to cancel the service call. They're not ready.

Two days later they come to fix it…..they have the wrong part, they’ll be back next week. Arrrgghhhh.

So we are now at about 11 weeks since we ordered the doors, more than a month after installation, and it’s still not complete.

This is a huge company that sells Airlite, Stegbar, and many many other new build related products. The parent company is called Jeld Wen. If you see this company on a web site you're looking at, run for your life.

Go with a smaller company who cares about it's customers.

UPDATE We are now more than 3 months after the order. They have booked and postponed 2 service calls. 3rd one they told us would be in the afternoon, they arrived in the morning with no one home and didn't have the right part...AGAIN, and they added stoppers on the sliding panels without anyone asking or even talking about them and our STACKER DOORS DON'T STACK ANYMORE, There's an almost 70cm wall of aluminium when the doors are open because the frames are no longer able to line up. Looks terrible. Now there are 2 holes at the bottom of 2 of the panels where they attached the stoppers, which i can't remove because they are attached with special screws. this has been an absolute bloody disaster from the start.

Run away – STAY AWAY. This is the most unprofessional window fabricator I have ever worked with. Airlite allocates a "sales rep" to each client - ours was one [name removed] who is a compulsive liar and left us in the dark time and again after paying thousands of dollars for what turned out to be faulty & defective windows, and faulty & defective… Read more

installation.

We chose Airlite for a new build and it's been over 1 year after chasing them every step of the way to deliver our windows and get them installed, there are still defects that have not been rectified including leaking windows during the rain in the middle of winter, that the company has been told about months ago.

Airlite requires payment in full prior to fabrication, we thought because they are a big company and apart of Jeld Wen that they would be professional and honest because they have a reputation to uphold. That is not so, everytime I ring Airlite head office it goes to Stegbar Windows and they tell me we have to talk to our sales rep.

Apparently their complaints handling procedure is to refer you back to your sales rep for any issues, yet the sneaky salesman disappears and doesn't answer any calls, and when he does answer private number calls he's full of excuses and empty promises.

Our windows were delivered with the wrong bracket for install and flanges still on windows, [name removed]'s response was "sorry I cant do anything about it" - we had to pay over $1,200 to sort this out ourselves. The windows also came with missing beading and faulty locks, which took endless calls and emails to [name removed] which maybe 1 out of 10 time he would answer or respond to. Wasted so much time chasing this up to get it fixed.

They put bifold handles at 2400mm high off the floor, requiring a small step ladder to open them - which is ridiculous.

We were initially told that onsite glazing would be done within a week of delivery of frames - SIX weeks later they were finally put in. [name removed]'s excuse was the glass comes from Melbourne and takes time, if that's the case, why couldn't he have been honest right at the beginning and said so?

We have big section windows that were glazed onsite, whenever there is heavy rain they leak, yet to be rectified and they have been told about this months ago.

Never purchasing through Airlite again. Poor products, poor workmanship & extremely poor customer service.

I am taking this matter further and making an official complaint with Fair Trading to be reimbursed for our faulty windows and all out of pocket expenses incurred by Airlite's defective and faulty products.

Terrible service, awful experience....go elsewhere – Ordered a $5500 Airlite aluminium stacker door. Was told it would take 5.5 weeks. Booked tradesmen, organised 2 days off, they canceled the delivery with less than 24 hours notice. Said it would be a week later. That left me $1000 out of pocket. Doors arrived....the handle is loose and there's a large scratch on one frame that was UNDER the… Read more

protective plastic. They said they "ïnvestigated" and that it wasn't their fault.

When it arrived it also didn't have the glass in the fixed panel....that would take a further 2 weeks to book in. (this was in the pages of quotes and invoices, but who reads that) i get that it was my oversight, but a quick mention of something so important would make sense.

By this time i'm pretty unhappy so i ring the state sales manager, who has never returned that call. I write a letter to the CEO, now they're going to fix the scratch, but he still doesn't bother replying to my letter in any way.

They were due to come and fix the scratch today, and yesterday they called to cancel the service call. They're not ready.

So we are now at about 10 weeks since we ordered the doors, about a month after installation, and the handle is still loose and the frame is still scratched.

This is a huge company that sells Airlite, Stegbar, and many many other new build related products. The parent company is called Jeld Wen. If you see this company on a web site you're looking at, run for your life. Go with a smaller company who cares about it's customers.

Quotes took 2 weeks.We had our windows made in the time it took these guys to get a quote together. Pathetic effort – We are local builders and that's their best effort to get a quote back to us quickly. Found an interstate supplier who quoted same day, and had them to site in the same time I was waiting for the quote. Pricing was the same, they now get all our work. Thanks airlite!

Excellent customer service from Nathan! – I checked out a lot of different reviews before I chose Airlite for my double glazing. The pros are that the double glazing makes a huge amount of difference - acoustically and from an insulation perspective. The windows look good too. There is no question that it is a very worthwhile investment. Nathan does a superb job from order placement to… Read more

follow up servicing, and clearly he knows the product through and through, plus he has the ability - almost a 6th sense - to figure out what type of window suits both the property and the customer! The service side of Airlite is also efficient and reliable. Where I would say that there is room for improvement is on the hardware side. For single glazing the airlite hardware would be fine, but possibly something a bit bigger and sturdier (the Germans make excellent hardware, for example) is required for double glazing.