Please find set out below copy of correspondence sent to Origin post installation. A far from satisfactory response was received by return. Kestrels Howe Hill Watlington Oxfordshire OX49 5HA 07973 116694 17th December 2014 Attention of: Mr A Halsall Origin Frames Ltd Sunters End Hillbottom Road High Wycombe Buckinghamshire HP12 4HS Dear Mr Halsall, We recently purchased a set of bi-fold doors and a quantity of windows through Multifold Doors to whom we were directed after visiting your High Wycombe showrooms back in October. We were impressed not only in the quality of your products but also in the very professional way that Chris Blackburn of Multifold handled our enquiry and managed the subsequent order. What we were not impressed with was the level of service that we received from Origin. To be asked by one of your delivery drivers to give him a hand in unloading the shipment of windows was highly unprofessional and it is not my problem if the job required more than one person to effect the delivery. As it happens, one of the builders working at our house arrived early and kindly offered to help but had he not been there what would have happened? Is it your normal practice to expect your customers to help offload? The windows were then installed by fitters provided through Multifold who I must say carried out a very thorough and professional installation working into the evening to finish the job. They were neat and tidy in their work and cleaned up any mess that had been made. Rather more than can be said of the Origin provided fitters who came to install the bi-fold doors and one side window the following week. I have attached two photographs which show what was left behind following the installation and I am sure that you will agree that this is far from what is expected from a company with the reputation of Origin. The fitting itself was also carried out to a very poor standard, a number of bricks were badly damaged i.e. cracked and split of which no mention was made at the time but which was subsequently pointed out to me by one of our builders. These bricks have had to be replaced at cost to myself. The installation could not be completed because of an issue with the sill and trim but we were assured that this would be completed the following week. Chris of Multifold along with the two fitters and one of your surveyors duly turned up to inspect the damage and assured us that everything would be put right with the co-operation of our builders. As already stated our builders repaired the brickwork and the next day someone from Origin arrived late on in the day when we were not there and proceeded to fill in gaps around the bi-fold door with mastic, however because the gap between the frame and the brickwork was too wide there were inordinate amounts of mastic used and there were holes where the mastic had failed to adhere. We contacted Chris who came to inspect the next day and upon seeing the doors agreed that the finish was appalling. He then arranged for his own fitter to attend to rectify the poor workmanship. This time the job was completed properly and to our satisfaction though it had taken in excess of two weeks to complete. It is interesting to note that on the back page of your brochure it states “Their ambitious solution was to create a company capable of manufacturing the UK’s best quality doors, backed by uncompromising levels of service”. Also in your brochure it states that “ in the unlikely event you discover a problem with your doors or the installation, you have peace of mind knowing a UK based customer service team is available to support you and put things right”. Bearing in mind it was Origin installers who fitted the door, Origin did very little to put things right and it was left to Multifold to finish the installation to an acceptable standard. In all, a very disappointing experience which took the shine off what should have been an uplifting and pleasant event. I will be very interested to hear your comments and also look forward to some financial recompense for the distress caused. Yours sincerely, Richard Hughes