Double glazing company fitted a wrong window

JaneRN

I recently had double glazing fitted and a porch built. I noticed that the front room window was not the one I ordered and did not match all the others. They all are supposed to have one side openning window and a top openner. There was a mistake when copying the spec from the original survey to the manufacturers order and the front room window does not have a top openner. The company assured me they had ordered the replacement and it would be replaced, so stupidly I paid them. That was two weeks ago and I feel like they are fobbing me off since. I have phoned several times and have been promised a call back but it has never happened, I phoned again today and they said it has been ordered but it wasn't in. I know two weeks isn't a long time but they wanted to start fitting all the windows and built the porch within 10 days of the original survey so I know they can turn them round faster than this. I'm at a loss as to what I should say when I phone again tomorrow so has anyone any advice please? Thanks

JaneRN

Can anyone advise??
I should mention that I was told it would take a week for them to complete the job. I have phoned again today and was told the guy I need to speak to was not in the office but would phone me back - he hasn't.

Annisele

Stop phoning them, and start writing (with paper and a stamp, not an email).

How did you pay? If by credit card and the total amount was less than £30k, you might be able to get your credit card issuer to put pressure on the company to fix the windows.

JaneRN

Thank you for your reply, I think that's what I'll do first thing tomorrow and send it recorded delivery.
It's a credit agreement arranged by them and from a bit of reading I've done I understand that this also makes the credit company involved - something I found on the consumer direct website today.
The annoying thing is that I'm pleased with the product and told them I was hoping to get the rest done next year. Mum also wants hers replacing and was going to ask them, so they've lost business.
Thanks again. Jane