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.
Worst Window Company In Australia!!
Absolute trash experience with these guys. They don’t give a damn about their clients. They forget about you when they’re supposed to come back to replace broken windows that THEY sent out broken and cracked. Sliding Door handles that aren't even on the right way around, extra extra long wait on an order that other companies do much much quicker. Deadlines that exceed any acceptable service that keep other trades from doing their jobs costing us thousands. Finally after 20 weeks of waiting on an order (20 weeks coz of covid when the promised 10...) they don’t even arrive on the day they yet again promised and once we called them to see where the hell they are the guy from Monaro literally says “we can’t find or get ahold of our truck drivers.” Wth r u serious???? R u serious!? and then when the windows finally arrive the next day one of the big ones comes broken! U gotta be kidding me! Then once they finally answer us back on the replacement of windows and reverse door handles they state that they have no clue about it (when they have been told over the phone and by email about the matter). Monaro windows tell us that they have to “fit us in” on a later date in a couple of months coz they have other jobs they need to take care of! When WE are STILL one of their EXISTING jobs that STILL hasn’t been taken care of!!!!! and they have the nerve of putting us at the back of the line?? R u stupid? Or just dumb? Take care of the clients u have messed around and fix the poor service your company delivers. They take money off u upfront and we paid everything the second they ask coz we were expecting a service that is meant to be provided and delivered by ANY company, we weren’t asking for a special service just a expected normal one and these cowboys blame covid, loose their truck drivers (how the hell can a company loose their truck drivers is beyond me) and deliver LATE and LATE broken windows. We had 2 other companies to choose from and we regret not going with any of the other two. Thanks for nothing Monaro… pathetic service. U all should just give up on ur day job Dont use monaro windows. Go find someone else. The trouble with these fools isnt worth it.
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.
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...
Will provide feedback to Monaro on what could be improved on communication and installation. Any issues were dealt with quickly and the Service Area guy kept me informed and updated.
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!
Poor service and product
ordered a full house of doors and window checked and double checked everything as i was an owner builder...notice a problem with the glass sliding doors a bank of five has no individual opening door to let you in or out, when and seen the salesmen who assured me all good he would make the changes. Doors turned up no surprise it was wrong i had to have it fitted to seal the house up and keep building on track.....tried to sort it out with him months later to no avail he told me i would have to pay $500 to have it modified and denied the conversa...tion we had had before to which my wife was present. today some years down the track i noticed the same door has warped letting the cold air in so i ring them up to be told by the lady on the phone that the service manager busy and he could do anything anyway as its out of warranty and there to busy with other ordered....and could get back to me for about 3 months......i normally don,t write reviews of or harp on poor service and product i have received...but the heart ache this caused me and my wife and it seems its starting all again i would just like to save someone going through the same pain.....there are plenty of good window people out there shop around.
Monaro Windows - shoddy product, worse service
I recently purchased four fixed windows, a large bifold door and retractable Centor screens from Monaro Windows (MW). They were the best looking products on the market. Unfortunately, I wasn't made aware of their terrible reputation until I had paid my deposit. Which they have lived up to...
1. First, I was told that I would pay a 50% deposit up front and I would have to pay the remaining 50% one week before they were due to be delivered. But they were unable to give me an exact ETA for the windows. After six-weeks, when I called to check o...n their progress, I was told that work had ceased on the windows as I hadn't paid the remaining cost. I was never contacted by MW to advise me that a payment was due. I was expected to be telepathic. 2. MW called me to notify me that my windows were ready to be delivered. I informed MW that the nominated delivery day was a public holiday. They said it wouldn't be an issue. So I hung around all day waiting for the delivery. They never showed up. Not even a phone call from them. When I called them, I was informed that they didn't have enough blokes available to make the delivery. No kidding. It was a public holiday. 3. It turns out that MW don't have enough staff to deliver the products they make. The bifold door was going to require 6 blokes to get it off the truck - man power that I would have to supply. 4. When the windows and door was delivered, it was discovered that one window was missing - as were the Centor screens. After WEEKS of daily phone-calls to MW (not one of my phone calls was ever returned), and visits to their Mitchell and Queanbeyan showrooms, it was discovered that they forgot to make one of the windows, and they had forgotten to tell me that Centor wouldn't start making the screens until the bifold door was installed and Centor's contractor had measured up the door. Then it would take a further SIX WEEKS to make the screen. In the meantime, work on my renovation had to stop as we couldn't get the plasterers in until the screens were installed.
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