Which? probe finds national double glazing firms making false claims

An online report on a Which? undercover investigation in 2010, entitled "Double Glazing Sales Tactics Exposed", found that some salespeople in the industry were making dodgy claims - such as saying they were part of a government scrappage system that doesn’t exist - and pressurising people with discounts into signing up.

Which? personnel posed as potential double glazing customers, then asked Anglian, Everest, Safestyle, and Weatherseal/Zenith Staybrite to visit them at least four addresses each across Britain, and give them a quote for double glazing. This Which? investigation exposed "false claims from big firms' reps."

The Which? experts were "astounded by the tactics used", which included 6 out of 18 salespeople made misleading claims, such as ‘We’ve been tested by the government and were chosen for its scrappage scheme’ by an Anglian salesperson. 7 out of the 18 salespeople offered a discount if the Which? undercover researcher signed up immediately. 15 out of 18 offered significant savings, often half the ‘original’ price.

The Chief Executive of Which?, Peter Vicary-Smith commented "As a homeowner, replacing your windows is one of the most expensive jobs you’re likely to face, which is why we’re so disappointed to discover salespeople from the biggest names in the double glazing business making outlandish claims and using hard sell tactics."

Personally, I resent and deplore hard sell tactics, as they give the many good professionals in the double glazing industry a bad name, particularly as they unfairly tar reputable local independent double glazing manufacturers and installers with the same brush.

Many, like the Buckinghamshire based double glazing company I work for, have a "no pressure promise", which is totally opposite to the unprofessional behaviour (as exposed in the Which? probe) of some individual sales persons representing the "Nationals". Such morally poor actions are surely counter productive? In many cases they drive away customers, as it is my experience that property owners looking for replacement double glazing don't want any form of pressure applied to them when facing such an important investment decision - I certainly don't!

Consequently, I am proud to work for Hazlemere Window Company Ltd - a twenty-five year old family run firm that does not tolerate any hard sell tactics, plus is pleased to leave a detailed written quotation with a customer for them to consider in their own time and space.

The 2010 damming Which? report on the national double glazing companies serves as a reminder that there is still clearly too many selfish, pushy and uncaring persons working for the big boys. All I can hope is that the likes of Anglian and Everest clean up the acts of the representative 's exposed by Which?

Hundreds of years ago William Shakespeare wrote "something is rotten in the state of Denmark" (Hamlet Act 1 Scene 4). Sadly this still seems to apply to some sales persons representing National double glazing companies. Hopefully these unscrupulous individuals will soon be routed out by their pay masters or society to stop them taking advantage of the naive, elderly or timid.