We originally had Vitrocsa frameless window/doors fitted when we built our extension ten years ago. They were expensive – but we felt it was worth it to have a system with a concealed track which would allow us to have the same tiling inside and out. They looked great – until around 7 years ago when we started to get condensation inside two of the 5 large panes.
We had used Vitrocsa Brava originally so I naturally went back to them. I knew we were out of warranty so I was hoping to replace the glass at my expense. Apart from one email where I was told they could find no record of our technical specification (we never had it either and nor did our architect or builder?) they seemed to be either avoiding my calls or to have gone out of business. I then approached the other UK Partners of Vitrocsa – Vitrocsa Minimal. They said they could possibly help but first I would need to pay for them to do a technical survey which would set me back £600.
Having paid the £600, I received a very strange phone call from a technical director (Paul). Frankly, he sounded drunk on the phone – having burped as soon as I answered and then talking without introducing himself or telling me where he was calling from. I initially thought it was a prank call! Then he explained he was from Vitrocsa, that he could maybe pop round and have a look at the windows I had but that I should never have gone with that system anyway. They are a complete nightmare… On and on he went, ranting at me. It was shocking to be spoken to like that especially as a customer! When I told him I didn’t want to speak to him anymore he said that I could try “going to Vitrocsa in Switzerland but that my kids would be “ten years older before they do anything to help”….I put them phone down in the end. He then phoned me on repeat – over and over again for about 15 minutes. He did this again two days later.
I didn’t answer the phone but my husband did speak to him once and had a similar experience. We spoke to Paul’s business partner, Paulo, at Vitrocsa and, having been told there really was no one else who could deal with us. Knowling there is no other supplier of Vitrocsa in the UK, we agreed that my husband would be in to meet Paul. I am not easily intimidated but I would not have felt comfortable meeting this man on my own in my house. On the basis I couldn’t get him off the phone I am not sure how he would be in person. In the end Vitrocsa offered us two dates in a six week period when they could come to do their £600 survey, and “sadly” that was all they could do. I suspect Vitrocsa Minimal are inundated with calls from customers of Vitrocsa Brava. In the end I asked them to refund my money, which they have now done.
We have been totally let down by the two Vitrocsa partners in the UK. Please do not use them!! Your windows might look good at the beginning but when things go wrong no one wants to know. What a terrible waste of money.
