5 Dec 2012

Others who have been “ADPOL’ed” too!

On Tue, Dec 4, 2012 at 4:24 PM, Ben Wright wrote:

Dear Michael,

I hope you don’t mind me emailing you. My name is Ben Wright and I have come across your blog regarding the above.

Guess what? I’ve been “ADPOL’ed” too!

No communication, no response, dire level of service, no path for recourse and positively no customer service whatsoever!

I am waiting for a set of 2No doors to be delivered as they made them incorrectly but as they have already been paid I am finding it impossible to get hold of any of them.

Alex has left the company (no problem as she may as well not have been there in the first place), Damian no longer works for them and Stan has retired (I think?)

Do you have any telephone numbers/email addresses you could pass on?

Thanks in advance – I hope you have managed to resolve any issues you had but I somehow doubt it!

Thanks again,

With regards

Ben Wright

28 Oct 2012

Scaffolding as burglar target - thanks Adpol!


Michael Maguire michael.maguire@gmail.com
11:07 PM (5 minutes ago)

to Marcin, Zbigniew, marcin.habant, adam.daszkowski
Dear Marcin,

Tonight I caught a young man trying to break into my home.  He had
climbed up the scaffolding which is around our property, up to the 2nd
floor and then around to the back.

Why do I have scaffolding up around my house?

The scaffolding has been up since mid August, in anticipation of our
22 Adpol windows arriving end of August, so that it would be ready for
the external insulation provider to do his work.

As it turned out, I was at the back of the house on the 2nd floor,
watching a movie.  When it ended, I heard him.  I opened the window
and yelled at him and he fled down the scaffolding to the front of the
street, where I caught up with him, calling the police who happened to
be nearby and apprehended him.

Unfortunately (of fortunately depending on your point of view) because
he hadn't broken in yet, they had to release him.

London Metropolitan Police Report  9096 28Oct2012


Can you please get our windows to us? Finally?


Regards,
Michael

17 Oct 2012

Quoting the record: 22 windows signed off for immediate production, 2 to come later

On Wed, Oct 17, 2012 at 12:09 AM, Michael Maguire <michael.maguire@gmail.com> wrote:
Marcin,

We are very disappointed with this response -- both its tone and its content.  I'm sure you must know how disingenuous it is for Adpol to claim at this point that the order placed on July 11th for 22 windows is somehow late because we haven't given you dimensions on 2 more windows which *from the outset* it was agreed were meant to be treated separately.

After all the calls we've had asking for delivery, you may feel at this point that we are nagging customers. 

But let me remind you that we have been model customers: we have acted in good faith from the very beginning of the commercial relationship with Adpol.  We paid our deposit promptly, we responded promptly to requests to review order specifications, and we have been very patient in terms of schedules.

All we've been upset about is that you're late (and the slightly dodgy bit about Damian and the bogus FENSA certificate).    After the order was confirmed 11 July, we made ONE change 16 Jul, which was to change height of door d01 from 2100mm to 2400mm, confirmed in writing by Alex 09 August (although still looks old height in the computer status screens you've sent).  That's it.

From our very first contact with Adpol's Technical Account Manager, it has been clear that we needed all but the two larger windows treated separately and ASAP, with the 2 large windows coming later once we knew the final dimensions of the new structural opening.

Indeed, allow me to quote from our very first email to Adpol, which you should have in your archives:


---------- Forwarded message ----------
From: Babettli Azzone<Babettli@vellutodesign.com>
Date: 14 June 2012 10:47
Subject: 36 Duckett Road , N4 1BN
To: office@adpol-gb.co.uk
To whom it may concern,

I came across you company in a blog and you guys came highly recommended, i was wondering if you would like to quote for the following project.
[...]

Here are the windows for which we are looking for a quotation:

GROUND FLOOR: FRONT OF THE HOUSE TRIPLE GLAZED (north facing) sash window appearance.
[...list of smaller windows...]

 
BATHROOM 3 TRIPLE GLAZED:
W19 500Wx1400H

We are also in the process of opening up the south facing facade of the house with an opening that is roughly 4400mm in height by 3000mm in width. The bottom part will have sliding doors that also tilt and the top part is a fixed panel. For this opening we were thinking of double glazing as we would like to use the sun as a mean of heating (a concrete floor inside will work as  thermal mass). Please let me know if this is something you guys do.


Our very first approach to Adpol was for a quote for a bunch of ordinary windows as well as asking about the two large architectural feature windows, which was phrased as a separate request.

Subsequently, your representative sent a quote via email.  "Price need to be confirmed after choosing all details." We then came in and visited your showroom.  After this visit, Alex then told us that the site survey gets arranged within a week from confirmation of order so in order to get your installation expert to come out and do measurements to make the final quote, we would first need to pay a deposit amount.  This was money we paid on account immediately June 27th in good faith, before even having had a site survey.  Even in the words of Adpol's representative, that price was not meant to reflect confirmed details. 

To claim now that paying a deposit amount before even a site survey had occurred represented acceptance of the complete final order or "green light" is absurd -- we didn't even have the final quote in our possession yet.

The site visit by Damian happened Sat Jun 30th.    July 11th we received an updated quote document from Alex which contained individual prices for each window.  I initialled 22 of the 24 windows in the document, scanned this document and sent it back to Alex.  You have these documents so you can check them.


Adpol's representative wrote back:


On Wed, Jul 11, 2012 at 9:54 AM, office adpol <office@adpol-gb.co.uk> wrote:
Hi Michael,
Thank you for your email.

I will forward the document to the factory today, i am happy with this documentation and email saying just what to correct – it is signed by you so it’s fine.

1.       Pos11 is ESG glass – both sides toughened
2.       Pos 17  - ok no key
3.       Ok will point this out – hoppe secustic handle is for all positions – small mistake in translation i think,
4.       'CR_4/18/4/18/4U'  -- what does CR and U stand for? – this is a factory symbol for glass for passive window – just a softwere symbol

Regards,
Alex


The agreement that the 22 windows were separate and were to be delivered earlier was clearly understood by Adpol.  As you point out, even though you are still, today, missing a dimension for a large window, your representative wrote over a month and half ago:


On Tue, Aug 28, 2012 at 3:40 PM, Alex Piprek <alex@adpol-gb.co.uk> wrote:
Hi Michael,
I have information, that production of the windows will be slightly delay, we expecting first delivery to be aprox 3weeks from now.
We are doing our best to make it faster, and will inform you about progress by the end of the week.

Regards,
Alex



Later, when production on the 22 windows appeared to be getting delayed even further, we began to think it would be better to go with a different provider for the large windows.

As you may recall (because you were CC'd) Adpol's representative confirmed that the large windows would not begin production until we had received final paperwork signed off on them:

On Thu, Sep 13, 2012 at 12:34 PM, Alex Piprek <alex@adpol-gb.co.uk> wrote:
Hi Michael,
I will wait for you final confirmation of the cills

OK, i will wait for your confirmation of the rest 3 items.

Alex


From: Michael Maguire [mailto:michael.maguire@gmail.com]
Sent: 13 September 2012 12:22
To: Alex Piprek
Cc: Marcin Grzeslak; Babettli Azzone
Subject: Re: HS door+fix size + cills
 
Alex,
Sill calculations look good, I will double check tonight.
In terms of large sliding door, window above it and new tall window (in reception, not kitchen), we may still need to make adjustments. Possibly higher on sliding door. Can I confirm your not going to begin production on those 3 (which we accept can come later) until you've sent the final paperwork for them and I've initialled as we've done for all the other windows?
Regards,
Michael

Furthermore, later I spoke with you on the phone and discussed the issue of the 2 big windows, explained that we had decided not to go with Adpol on them because of the lead time.  I asked specifically for you to re-issue an updated quote for only the 22 windows plus some sills, and you sent the following:


On Fri, Sep 28, 2012 at 8:49 PM, Marcin Grzeslak <marcin@adpol-gb.co.uk> wrote:
Hi
As promised:


based on last accepted quotation


position in quote
items
size
type
total net

1
2
1080x2130
pasiv aluron
1552

1
4
1080x2130
warm spacer
29.44

2
2
1080x2130
pasiv aluron
1552

2
4
1080x2130
warm spacer
29.44

3
1
900x1440
pasiv aluron
456.8

3
1
900x1440
warm spacer
4.15

3
1
175x900
cill
15.3

4
2
1080x1830
pasiv aluron
1157.6

4
3
1080x1830
warm spacer
25.28

5
3
1080x1830
pasiv aluron
1736.4

5
9
1080x1830
warm spacer
56.88

6
1
840x1440
pasiv aluron
443.6

6
1
840x1440
warm spacer
3.87

6
1
175x840
cill
14.28

7
1
530x1200
pasiv aluron
347.8

7
1
530x1200
warm spacer
2.04

7
1
175x530
cill
9.01

8
1
1400x2300
eko68Class
892.8

10
2
505x1740
eko68Class
567.94

10
2
175x505
cill
8.59

11
1
1365x1740
eko68Class
592

12
2
1060x1440
pasiv aluron
976.8

13
1
1060x1440
pasiv aluron
488.4

13
1
1060x1440
warm spacer
4.88

14
1
1440x1440
pasiv aluron
560.8

14
1
1440x1440
warm spacer
6.64

16
1
1500x1440
eko68Class
559.2

16
1
175x1500
cill
25.5

17
1
800x2100
D01
481.4





12600.84
net total




2520.2
vat




15120.96
TOTAL

We will estimate delivery time around 12.10 .

Im going home now ;/
Have good night- sorry that you need to wait for it so long.  

Best Regards,

Marcin Grzeslak
Sales Manager UK Operations
ADPOL Timber&Composite Windows&Doors
Unit 4 Charlwood court, Merlin Centre
County Oak way
Crawley RH11 7XA
0744 707 4441  01293 552 300


From: Michael Maguire [mailto:michael.maguire@gmail.com]
Sent: 28 September 2012 16:28
To: Marcin Grzeslak
Cc: Babettli Azzone
Subject: Re: update

Received, thanks for your time today Marcin.
Looking forward to :
1) updated order account summary showing totals payable (and amounts already paid) for only the windows we signed off on and the new sills order (exclude kitchen bay window)
2) window installation document pdf
3) the response from the factory you were looking to get end of day today with a firmer delivery date
Cheers,
Michael



Based on these clear discussions with Alex and confirmations from you, Marcin, we have since gone out and placed a deposit on the 2 larger windows with another firm.



If you are now claiming that production has indeed already started on the 2 large feature windows, we will need to cancel that order.



Marcin, I hope that given how we have been treated so far by Adpol, if you want us to purchase the 2 large windows from you, as well as possibly a third, extra fixed pane feature window (500w x 2000h) we had subsequently discussed and -- as well -- some windows sills, you will at least have the decency and business sense to offer us a bit of a discount.  At least cover our cancellation cost of £200 we will incur with the other provider, and include some discount to cover the extra couple of months now we've had the scaffolding up around our property, waiting for your windows, so the external insulation guys could proceed.  (I've included the quote details -- note I negotiated 8 weeks from start rather than the 4 shown, so we started paying the extra £145/week 10th Oct.)



Regards,
Michael

15 Oct 2012

Adpol says all 24 windows 8 weeks from last dimension being given

On 15 Oct 2012 15:32, "office adpol" <office@adpol-gb.co.uk> wrote:

Hi Michael,

Way how they see this is that we cannot treat part agreement what we like more to respect. They broken down all correspondence and they consulted lawyers. Deposit payment is treated as agreement bond and green light to start manufacturing.

Simplified - 24 windows/doors from date when last item dimensions will be confirmed so delivery for all order can be made within 8 weeks from that date.

Adpol taking full responsibility for early start to order.  As you just mentioned Adpol has progressed immediately with 22 windows and still awaiting for missing 2.

Confirmed sizes are almost finished. Unconfirmed sizes are stopped in stage where we need to obtain final dimensions for them so production can be resumed.

I hope that asnwers your question

Best Regards,

Marcin Grzeslak
Sales Manager UK Operations
ADPOL Timber&Composite Windows&Doors
Unit 4 Charlwood court, Merlin Centre
County Oak way
Crawley RH11 7XA
0744 707 4441  01293 552 300

But we only signed off on 22 windows which were to begin immediately

 
From: Michael Maguire [mailto:michael.maguire@gmail.com]
Sent: 15 October 2012 14:18
To: office adpol
Cc: Marcin Grzeslak
Subject: Re: update

Marcin,
Is Adpol aware that we had a written (not verbal) agreement and confirmation from one of Adpol's employees that the order for 22 windows (smaller) would progress immediately and not depend on the 2 larger 3m wide windows which had not been signed off on?
Cheers,
Michael

Answer from Adpol -- we are not late (and you owe us for all windows, even those not signed off)

---------- Forwarded message ----------
From: "office adpol" <office@adpol-gb.co.uk>
Date: 15 Oct 2012 15:03
Subject: update
To: "Michael Maguire" <michael.maguire@gmail.com>
Cc: "Marcin Grzeslak" <marcin@adpol-gb.co.uk>


Good Afternoon Mr Maquire,

Please find respond to your enquary as promised by Marcin.

Adpol will is to execute contract fully basing on agreements made so far.

So full payment need to be received and full product is to be delivered within agreed and specified time frame.

We have agreed to supply doors/windows up standard and sizes mentioned in last quatation. We did start manufacturing confirmed sizes and we still waiting for missing 2 positions sizes to be delivered/confirmmed by client so for whole order delivery time frame can be established.
Fix Panel and HS Door are on hold awaiting for final dimentions so manufacturing can be continued. As soon we will receive final dimentions we can resume manufacturing and promised 8 weeks lead time will be in force.

Upword payment/deposit made in respect to proforma invoice and agreement made regardin to last quatations is treated towards order handling and manufacturing costs as work has been commerced and large majority of that order has been confirmed.

We are expecting confirmed final dimentions asap and full balance cleared before whole delivery will leave factory.

Regards,

ADPOL Timber&Composite Windows&Doors
Unit 4 Charlwood court, Merlin centre
County Oak way
Crawley RH11 7XA

tel: 01293 552 300

8 Oct 2012

Why I Am Creating This Blog - Lessons Learned

Finding good, energy efficient windows seems like a problem many people in the UK face when attempting to renovate to low energy standards (like PassivHaus enerPHit, etc.).

Our problem

We paid a deposit of almost £10K in June.  We signed off on final production details 10th July.  Our windows were promised to us verbally and in writing in maximum 8 weeks.



Today, after being at 13 weeks, apparently 55% done and no delivery date in sight, my wife and I decided to create this blog.

 

Lessons Learned


I'm writing this blog to share our experiences with others.  We probably made some mistakes, e.g.:

  1. not checking Companies House before proceeding with a company (two similarly named companies -- one of which in liquidation -- is a warning sign, and Adpol isn't the only UK window company satisfying this criterion).
  2. not double-checking that supplier/installer was in fact FENSA certified (yes, some window suppliers actually will do their own installs and are FENSA certified).
  3. not specifying from the outset in the contract the legaleeze that "time is of the essence" (yes, some window companies will agree to this)
  4. not ensuring that the contract contained clauses for late delivery -- not a penalty, but enough to cover e.g. extra scaffolding rental, etc. (yes, we have since learned that good window suppliers will agree to this in writing)
  5. in our case, we were ready to roll with all details confirmed on 22 windows 11 Jul 2012.  There were 2 additional large windows which we didn't have sizes for yet because the structural steel opening hadn't been confirmed yet.  Although we had a verbal and written understanding that the 22 windows would proceed immediately without waiting for the 2 additional ones, we paid a deposit towards a quote for all 24.  We should have insisted on a separate quote for the first 22, so that no-one could play games and say that the clock didn't start until dimensions for all 24 windows were known

What It Will Mean For Us
 
Shortly our building contractor will need to close up the site as without the windows he can't proceed any further.  This will *really* delay our renovation, since once he moves his guys to a new job, he'll need to finish that job before coming back to us. This is a bummer because we live in this house and it now has some holes in it:



As well as some rooms like my Son Sam's which we can't finish properly until the new windows arrive:




Letting the Quoted Emails Speak for Themselves

I've tried to attach all the relevant email conversations between us and Adpol's representatives, back-dating the blog post to the date of the quoted email so that the timeline is clear.

I've attempted to remain minimal in my commentary and let the quoted emails speak for themselves.


A word about the company and the people involved

Adpol was not the cheapest quote we received and I remain convinced based on the samples we have seen that their windows (once they arrive) will be of good quality.

My understanding is that the company faced difficult times during 2009 and 2010 because of contraction in the economy which led to several large orders not being paid.  They were forced to downsize and lay people off.  This has meant they closed their UK subsidiary (the liquidated company that used to also be a FENSA-registered installer).  I believe that recently they have tried to ramp up production again.

One of the reasons we went with Adpol was the apparent responsiveness of Alex, their technical sales representative in the UK.  Apparently she was perhaps a bit over-reaching with her estimate.

It would appear Alex has since moved on (or perhaps just moved on from us?), but her replacement in dealing with us, Marcin, has been very helpful.

I do not get the sense that Adpol are crooks, rather I believe there are some hard-working people trying to salvage/resurrect a company that faced tough times in this economic downturn.

Nevertheless, that doesn't help us get the windows we were promised...

Suggestions for Adpol

  1. Send us our windows, please!
  2. Seriously, though, advise your sales staff to make more honest statements about delivery times
  3. Update your Polish website so that it no longer mentions a defunct UK company
  4. Don't have your new UK sales office use the email addresses and domain of your defunct UK subsidiary
  5. Don't have your your UK website mention FENSA unless you are FENSA certified
  6. Send along a copy of full Terms & Conditions and Warranty along with sales contract, and make sure they are in the actual name of the current company, not a defunct liquidated company
  7. Don't present some 3rd party installer company as your own installer (e.g. allowing them to use your email address and introducing them as your colleague)
  8. Send us our windows, please!

Regards,
Michael

London, 07Oct2012




6 Oct 2012

Marcin is Kind Enough To Keep Me Updated, now 45% and 55% completed


On Fri, Oct 5, 2012 at 7:29 PM, Michael Maguire <michael.maguire@gmail.com> wrote:

Thanks Martin.  Should I be looking at the right-most "% wyk." column for the progress on each item?

If so I see our E68 windows are now at 45% and our Passiv Aluron are at 55%.


But I note these summary screens show:

201023/015 FIX 3000x1940 EW68     at   45%

and

201022/009 Drzwi przesuwne HS 3000x2400 E68     at 35%


which is confusing because I had never signed off on these windows (the dimensions weren't final and Alex assured me no production had started coming) and as we agreed we will be sourcing them from someone other than Adpol.

Should I just ignore those 2?

Cheers,
Michael




On Fri, Oct 5, 2012 at 6:52 PM, Marcin Grzeslak <marcin@adpol-gb.co.uk> wrote:

05.10.12
As attached


Best Regards,

Marcin Grzeslak
Sales Manager UK Operations
ADPOL Timber&Composite Windows&Doors