- VIC, Rowville
Several problems, ironed out in mediation
Stegbar Rowville were slow at every stage of the process, their representative was irritable and unpleasant several times, treating me like a fool who didn't understand the invoice (I am elderly).
The process started in January 2021. After installing my new glass doors, there was a dispute about a security door that they had assured me was included in the price, but failed to deliver. In mid-May (four months in), they sent someone to install the security door, but he didn't have the door and it turned out that they had failed to order it. Afte...
Shower screen installation
We had new shower screens installed in our main bathroom and also the en-suite. Steve Guymer (salesman) was very good in providing suggestions and a competitive quote which we accepted. However, there were some unusual things about the quote and accompanying Terms and Conditions. Unlike other quotes, Stegbar’s quote also included Steve’s on-site dimensional sketches along with a statement that it was our responsibility that the details were correct. The Terms and Conditions (Clause 2.5) also made it clear that “The customer must check all detai...ls of the Goods in the Quotation in relation to quantities, descriptions, sizes, dimensions etc. Jeld-Wen will not be liable for any incorrect details, dimensions etc”. We therefore checked the dimensions and got back to Steve with a couple of comments. He was clear is saying that we did not have to do this and the dimensions were his responsibility, which is what we would have expected. So why does the quotation and the Ts & Cs say otherwise? The only other comment here is that all other quotes we received indicated a deposit of 50%, however, Stegbar require a 100% deposit for quotes under $2000. Not very re-assuring if an issue is found after installation. We then proceeded to the installation. The installer was very prompt, calling us before arrival. He also picked up that a broken tile in the en-suite needed to be replaced/repaired before he could install that shower screen. He was then able to return, at no cost to us, to complete the en-suite install about a week later. That worked out fine for us and gave us time to repair and clean the area around the new screen. He certainly installed the screens as well as possible considering some of the non-square angles of the old walls. However, unlike all other tradies doing our bathroom reno’s, he obviously did not take off his boots when entering the shower area as we found deep scratch marks on the newly thermoglazed shower trays which cost $550 each to glaze. I now have to repair them as well as possible to ensure no future issues. We are also a bit concerned about the obvious gap left under the screen frame below the main bathroom door. I can only imagine that with water entering there could eventually be mould buildup over time. I was assured this will not happen but one to watch. Also the gap between the underside of the door and the screen frame in the en-suite varies between 10 and 15 mm which means that after fitting the standard door drip seal across the bottom of the door there is still a gap that was large enough to allow the shower water to spray out onto the floor. I had to go to Bunnings to buy a new deeper shower door seal ($10) which now works perfectly. It appears that installers don’t carry any extra fittings to fix things like this at the time. The other main issue with the installation was that we had to clean-up the mess that the installer left behind. A simple vacuum with a portable vacuum cleaner and a wipe-down would have been all that was required. We also had to clean the glue residue left from the stickers that were on the glass. Overall we are generally happy with the results but I think the issue of dealing with a big company rather than an individual provider shows up here. Get the job done and then move on to the next – but on our terms only. Would I recommend Stegbar to others – Yes, we are happy with their product, but just be aware of what to look out for.
Thank you for free quote, but too exxy
The rep who visited our home was very professional and friendly. We appreciate the time taken to provide a quote, but it was a lot more than we're willing to pay.
A few issues along the way that were resolved promptly
I’m not going to lie that my experience with replacing my windows with Stegbar was a seamless one. However, with that said when things went wrong they did acknowledge this and rectified the issue swiftly.
My job still hasn’t yet been completed however so I will post a final review once this has been done. But based on what I have seen thus far, I can say that Andrew, the installer is absolutely a professional in every way from customer service to excellent craftsmanship.
- NSW, Chatswood
Not Great but OK
To start it took almost 2 weeks, and that was after a couple of calls, to get a quote.
Lead time stretched from 3 weeks to 5.
Delivered windows looked to have been roughly treated in factory or during delivery, dents in timber reveals, scuff marks almost like boot prints on timber reveals.
No keys with windows, were suppose to be express posted to me, a week later still no keys rang again, a mix up at warehouse,on their way.
Flyscreen clips sent with windows no instruction how to fit, a couple of calls later receive installation guide for different clips. Rang actual manufacturer of clips in S.A. and told they are wrong clips. Got right clips myself.
Overall not great customer service, windows are OK would not reccomend Stegbar.
Stegbar Doors and Windows
Robin a good man is Tasmanian representative. Western red Cedar is beautiful, but soft. Large window glass arrived weeks after frames, which were water marked. You can't contact head office .
- VIC, Rowville
Delayed installation and but speedy escalation
Negatives: I engaged Stegbar to install the Alfresco bifold doors. The initial sales engagement was good. However, after that there were series of delays and lack of proper process. I was promised that the doors will be installed in 6-8 weeks, but it has taken them more than 9-10 weeks (still not installed). The contractor who came to do measurements did not provide the information till first 3-4 weeks, which i thought was a waste of time, and can be fixed if they have solid processes in place. I was notified at the very last minute (on the day...i was supposed to receive the product) that they cannot deliver it and has been put on backorder for next week. This could have been better communicated in advance and added to the frustation. Positive: I raised an escalation with the team. DJ called me to resolve the matter. I was really impressed with the way he handled the matter and resolved it within 24hrs which was really impressive. He ensured that the feedback has been taken into consideration and he is going to work with the team to improve the processes. Overall: I started with a bad experience, but the team showed that they care which is very important for any customer experience. I am happy that i spoke with the right person who genuinely cares for the business and the customers.
The stegbar shower screen is of excellent quality but the whole process has not been great
Shane from installations could see we had been mucked round(I did not complain at any time)and he was going to make sure our installation went ahead with no problems...thank you Shane for your customer skills..Marcelo who did the quote gave us good advice but did not mention that where the screen pivots meant loss of door opening and we need to really manoeuvre to get in...the adjoining duplex had their shower screen done thru a different company and have much better access to their shower..if you use stegbar make sure you understand exactly what you are getting and how it works
Good product but still room for improvement
I have been dealing with Leigh from Stegbar Rowville for a long time now. He is a good rep. Quick at getting quotes back to me and happy to take calls about products, measure ups and install dates. He really knows his products which is very helpful.
Been a few clients unhappy with the customer service in the showroom though, and a few little issues with robe installation but overall happy with Stegbar and Leigh.
Average at best
We have recently had an extension added to our home, and Stegbar was used as the window manufacturer. We got a few standard windows, a high-line window and a 4m stacker door. A few months earlier, we had Better View windows installed in the existing part of our house, my thoughts below are based on the two companies products as installed in our home. All windows/doors are aluminium.
The Stegbar windows are light to the point where you question their substance, and don't run particularly easily. The flyscreens are rather loose (According to a w...indow dressing consultant, "they used to come with little black spacers to hold them in place, but they don't send them any more"). And the mullion of the windows overhangs the track the window sits within, leaving a odd looking rectangular gap between it and the window frame. The stacker door is a three panel (one fixed) group, each with a mullion so large (25mm wide, 90mm deep on the outer part, and 60mm deep to the glass), that we are unable to get any window coverings that sit within the reveal (ie: roller blinds). However, unlike the windows, this feels like it has some substance. These things would be bearable, different companies do things differently. What really disappointed me is the stacker door quality. The lock on the door is fitted on an angle. The fly screen sliders that accompany the stacker (or the stacker itself) are not square. The fly screen doors just sail by the door in strong wind (or if closed swiftly), and wind up at the lock end. And the safety stickers on the door look like they were applied while the worker was intoxicated. (Of the three panels, the first panel stickers drift down, second panel starts somewhere else, and drifts up, and the last panel drifts down again. All while you're looking at the straight horizontal line of the fly screen slider immediately behind it. If I were you, I would seriously consider an alternate provider.
- Stegbar NSW
Sales rep of the year!!!!!
[name removed] is very professional, factual, honest and sincere. She knows her product inside out and goes over and above to ensure the customer receives what they have been promised.
Great job [name removed], stegbar needs more of you!!!
I have dealt with Stegbar for numerous years on the Shower Screen side of the business. I find my rep Matt Stewart, excellent to deal with. I have always been reluctant to buy our windows from Stegbar as I have found the rest of the staff not easy to deal with. However, was thrilled to hear a rep from another supplier was also moving across to Stegbar to work in the Window Supply area - Maroochydore Ashley Sanders. Now Ashley is on board, I know I will get excellent customer service, with a minimum of fuss. So hopefully will improve my opinion and that of others
Not great customer service
This is the second time we have used these guys when building, and it’s been the same experience both times. Great customer service until after you have paid,.. and then you’re forgotten.
Additional labour costs to install.
Very disappointed with the information provided at the ordering stage. The measurements on the order form were for the external aluminium frame. They didn't include the size of the interior wooden box frame which was larger consequently studs and bricks had to be moved to accommodate the windows incurring thousands of dollars in labour costs. Had the box been the same size as the frame it would easily have slotted into the empty space. Surely ours wasn't the first home where this was encountered.
Will definitely tell friends about this.
Drawers and shoe shelves $$$
Recently had Stegbar install 4 drawers and shelving in half of existing wardrobe. The cost was $$$$ for the end product. My other wardrobe had been installed by Stegbar 4 years ago and is of great quality. The drawers that have just been installed are not great top drawer is quite useless.
The guy who quoted suggested I use IKEA which I wish I had done. The installer was great.
Questions & Answers
What failure frequency are people getting from Stegbar double glazed (IGU) windows & doors?
I've had roughly 50% of the glass fail (condensation between the panes) & replaced so far in a 6 year old house?
Have two sliding doors on top level of home and every time we have a severe storm, water seeps through to the ceiling on lower level causing damaged to ceiling & furniture. Have checked all weep holes & tracks. All are ok. Have had trade people in to see what the problem is but again no answer. I have siliconed all around the doors including floor but again same problem.The doors are Stegbar about 8 years old.
Do you have a maintenance team that can rectify hard to open & close sliding doors, it was a new build we moved into Christmas 2 yrs ago. I live in Penrith nsw. Thank you
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