Problem With Window Company

dan_l

Hi,

I am just after some advice really on 2 new doors and a window that we have bought through a double glazing company and are having problems with.

We initially had the salesman come round on in the middle of March and we were quoted for a front composite door, inside composite door (to go inside the porch), replace the old wooden frame with a pvc one and replace the old window next to the door with a piece of double glazing.

We chose a particular design of glass to go in both doors and the window next to the door. We agreed the price and we were paying for it with finance via Barclays Partner Finance so we went through the application form for that and they took that and sent it ogg. A few days later we received a letter from the finance company to say we had passed and then a couple of days after that the surveyor called to arrange a time to come and measure up etc. He came round at the end of March, we went through everything (glass, door design etc) signed the form and installation was scheduled for 2 weeks later. About 4 days before installation we got a phone call to say we couldn’t have the glass we had asked for so we chose some different glass but because of this the installation then had to be put back to the end of April.

On the installation day I had taken a day off work, the fitters came and the main front door was right but for the inside door they had sent the door we had originally ordered for the front so the design of the door and the glass was different. They fitted that one temporarily and said they would get onto the company who supplies them with the doors and ask them what has gone wrong and order the correct door. After numerous phone calls to them I finally got a date for the correct door to be fitted which was supposed to be tomorrow. I had also noticed there was a problem with the piece of glass next to the door so that was supposed to be getting replaced tomorrow as well. I rang today to check everything was set for tomorrow so the installation manager went to check they had the door etc, he came back to say the door had got to them but had been returned because it was damaged so they weren't coming tomorrow. This was about 2:30 and my girlfriend had already booked the day off tomorrow a couple of weeks back so she would be in for the fitters and cover had been arranged so it was too late to cancel that as she didn't want to mess her work around. I'm now waiting on the company to phone me back to let me know a date when the door will be back with them and can be fitted.

The 3 questions I have are:

The original glass we were quoted for is definitely more expensive than the glass we have got but the price on the credit agreement is based on us having the more expensive glass because that was done on the original order. Now I'm not really happy to pay that price now but because it is a credit agreement can it still be changed as the credit company are completely separate from the window company? When is the credit agreement active? Is it once the job has been finished or is it once I signed the credit application when I had the initial quote?

This leads on the my second question, if paying cash then obviously I would pay them once the job was completed satisfactorily. Does it still work in a similar way when paying by credit, eg will I have to sign something at the end to say I am happy with the job and they can release the funds? The reason I ask this is because when the door gets fitted I won't be there and I want to check everything is right after all these problems before the funds are released.

The third thing is after all this messing, me having to constantly ring and not have calls returned, between me and my girlfriend having to take 3 days annual leave for something that should have needed only one and it being well over 2 months now and it still not being resolved - would you be looking for a discount and if so what sort of per cent do you think I should be pushing for?

I'm normally quite laid back with these sort of things but all this has really wound me up. It is mine and my girlfriends first house that we moved into in October and we had been looking forward to getting these doors replaced since we moved in because they let the front of the house down but after all this messing about and having 2 mis matched doors for over a month it has kind of took the shine of getting them.

Any help/advice appreciated.

Thanks
Dan

sashman

dan_l wrote: »

Hi,

The 3 questions I have are:

can it still be changed as the credit company are completely separate from the window company?
When is the credit agreement active?
Is it once the job has been finished or is it once I signed the credit application when I had the initial quote?

Does it still work in a similar way when paying by credit, eg will I have to sign something at the end to say I am happy with the job and they can release the funds?

The reason I ask this is because when the door gets fitted I won't be there and I want to check everything is right after all these problems before the funds are released.

would you be looking for a discount and if so what sort of per cent do you think I should be pushing for?

Dan

Dan dont think the credit can be changed as its an agreement, active once acceptance and job starts. you should have signed an agreement for credit (something they will make alot of profit on)

Yes you will have to sign to say you are satisfied that work has been done, they need that to release funds (write to lender beforhand if you have any issues about quality)

By law you should have been offered deposit and 10 yr warranty insurance, if you havent then you may like to consider buying it (normally only £15/30)

BEST method, use a credit card, you get extended warranty because the installer promised you 5/10yrs the card company is obliged to honour that promise.

make sure you sign in the home NOT in their office, to protect your rights.

As for discount, I can see it from the other side too. If a company has done the right thing, shown good intent, replaced 2/3/4 times but continued to treat you as an important customer, then they have long since made any money.

However if you have had to take time off work, especially if its unpaid time then compensation is normally sought. Frankly its whatever you can get but dont be afraid to ask.

Stalling for time will be very painfull if they dont get paid from the lender!:)

good luck
sashman