High prices. Big discounts. Little confidence.
Kirsty researched different companies and invited several to quote. Some salespeople started with what she describes as “ridiculously high prices”, then bargained them down to make the final figure sound like a good deal.
“I just didn’t trust some of them.”Kirsty
She wanted to feel comfortable with the person working in her home, and confident that the price was fair.
A straightforward conversation with Nick
Kirsty describes Nick from My Custom Windows as personable and honest about the job. “He didn’t try to sugarcoat it.” He explained what needed doing and gave her a price she felt was honest and fair, without bargaining.
He also allowed her to complete the work in stages, so she didn’t have to replace every window at once.
The first job gave her confidence to book again
Nick started with a door and two windows in the dining room. Kirsty says he did “an absolutely great job”. She then brought him back for more work.
- First stage
A door and two dining-room windows.
- Further work completed
Windows in the kitchen, hall, bathroom and a bedroom.
- At the time of filming
A quote received for the remaining bedrooms; this was not described as completed work.
That is a useful question to ask when checking a window company’s reviews: would the customer use them again? In Kirsty’s case, she already had, several times.
A warmer, quieter home
Kirsty says her new windows look great, the house was much warmer during winter, and noise at night had dramatically improved.
She also reports saving money on her gas and electricity bills. The video does not give specific savings figures, and her experience is not a guarantee of the same results in every home.
Before you choose
What can homeowners learn from her experience?
Compare like-for-like written quotes
Ask for the number and style of windows, frame and glazing specifications, energy performance, installation, VAT, disposal and making good to be listed. Check what is excluded, how long the quote is valid and when payments are due. Compare the total for the same specification, not the size of a discount.
Look beyond the star rating
Ask to see recent, genuine work on homes similar to yours. Read detailed reviews about installation, tidiness and aftercare, not just the sales visit. Where customers have agreed, ask for a reference and whether they would use the installer again.
Understand the guarantees
Get the product and installation guarantees in writing. Ask who provides each one, how long it lasts, what is excluded, how to claim and whether any insurance-backed protection applies. Check credentials directly with the relevant scheme rather than relying on a logo.
Know who will carry out the installation
Ask whether the fitters are employees or subcontractors, who supervises the job and who your contact will be if something needs attention. Agree how your home will be protected, how waste will be removed and how finishing work will be handled.
Plan around your home and your budget
Discuss whether the work can be staged, the expected timings and how disruption will be managed. For a period home, ask about suitable styles and whether planning or conservation restrictions apply. Confirm any agreed plan in writing before paying a deposit.
For Kirsty, trust grew from a straightforward conversation, a fair price and work that gave her confidence to return. Ask yourself: do I feel comfortable having this person in my home, and have they answered my questions honestly?