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Terrible customer service, poor quality windows, even worse installation experience
We ordered twice through Monaro, and both experiences were terrible - the bad reviews really are true.
The first time, we ordered two kitchen windows. The various quotes were incorrect and we kept having to go back and forth to fix the details. Then, silence for months. We chased various times and each time were told we would be contacted when the windows were available for delivery. Then, one day we came back from a walk and the windows were just sitting out the back. We then had to call and email multiple times until we got on to somebody to...
Five different written quotes and 7 visits - still wrong
I really wanted windows and tried hard to get Monaro to do it but the first quote was missing windows, the second had wrong measurements, third had wrong measurements and so on. Took so much chasing and in the end gave up.
Poor quality windows, sliding door locks and customer service
I purchased double glazed Monaro Magnum aluminium windows and a sliding door in March 2020 for a four bedroom home that was built in the 1960s. We had the old wooden casement windows removed and the new ones installed. That was the worst decision we have ever made. We should have double glazed the old wooden windows. The new windows have not made the house any warmer in the winter. The condensation in the autumn and winter months is so bad that we have to use a Karcher Window Vac every morning to remove the water from the windows. The Karcher f...ills quickly and has to be emptied three times because of the amount of water on the windows. In addition to this problem, we had very expensive Luxaflex honeycomb blinds installed five years ago, which have been brilliant, but now are starting to go mouldy inside because of the condensation on the windows. We have tried everything to prevent the condensation, but nothing seems to work. The sliding door is very hard to close, despite the fact that Monaro once sent a tradesman to fix the problem. However, it is still not right and we cannot lock and unlock the door from the outside. We are still waiting on Monaro to resolve the problem. We complained to Monaro about the condensation, but they didn’t suggest anything that we haven’t already tried. It appears once you buy their product Monaro don’t want to know you.
Unfortunately the bad reviews are accurate.
The other reviews that detail ongoing issues, poor communication and concern and a lengthy resolution are all unfortunately familiar to our situation. A mix up with installation dates, product not delivered on the date advised, ongoing issues with finishing the windows (trims bent the wrong way or painted on the wrong side), the windows were not keyed alike and having to chase up fly screens and other finishing details, gaps you can look through while waiting for trims to be installed (not ideal in winter). Finally, nearly three months after t...he installation began, the final trim was finally installed and we thought we were done…until discovering that that window now does not open at all. The guys doing the installation all seem like good guys but their frustration with management and suppliers is evident, the people in the office seem to be overworked and understaffed. All in all a very poor customer service experience…the windows look beautiful but we feel like once we had made payment, all effort ceased. No apology or discount/refund offered.
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Great install, horrible customer service
Tradies showed up 1st day to only have window frames delivered. No glass, no fly screens as we'd ordered. Many phone calls later the glass finally arrived. 1 window was measured wrong and had to re-ordered. We were informed after the 2nd day that parts were still missing and needed to be ordered including our flyscreens. Not great when you want to open your windows and not let insects in. The remaining parts finally arrived weeks after the initial install with not so much as a call from head office to even let us know an ETA for these to arriv...e. Tradies showed up for the 2nd round of installs to only the replacement window frame having been delivered again and again having to ask us where the glass and fly-screens were. More phone calls to find out. Then since parts again hadn't been delivered the tradies were about to be sent to another job for us to wait yet another day to have the right parts delivered. Thankfully the tradie made the sensible choice of suggesting he collect the missing parts himself to finish our install on the day they had told us they would. Seems the tradies are running the show from the road better than head office can. The product is good quality and the installers were brilliant and their work was fantastic. No issues there. Don't expect any apologies either.
What a saga
We got a quote from Monaro in March, had to have it revised as a window had been omitted (though it was measured), paid the deposit on 4 May and the work was completed in September. Nearly 6 months seems like a long time for 11 windows. A long list of errors continued from there:
We had to have 3 flyscreens replaced as they were bent and did not fit the windows properly.
Monaro also cut the front window to the wrong size so we had a single glazed window installed temporarily along with temporary frames.
The central panel on that front window wa...
Terrible customer service. Product does not work and they are not willing to help.
I question whether the good reviews to this company are antithetic. My experience with the company is terrible. I just built a house and used their motorised windows. The window cannot be opened and the company is blaming everything else but helping us to test with different motors. It is an absolutely dreadful experience dealing with them and the problem is still unresolved. My advice to you is not to use product.
Very disappointed that Monaro Windows could not send out one of their tradies to look at the broken latches on a bifold window, manufactured by them. Window has been installed for less than 5 years and they seem more concerned about it no longer being under warranty. I quote their website "Monaro Windows is a locally owned business, providing exceptional quality products".... what about exception post sales service in this very simple matter? Not good enough!
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