Double glazing: good product, appalling customer service

mountainlioness

Dear All

I hope you can help.

We are finally towards the end of a three-month process with Hertford Glass, who were recommended to us. While the product itself is of good quality, we have had nothing but problems with the company:

1. Not getting job done before VAT increase due to mis-ordering of parts, despite this being explicitly discussed as a priority

2. Damage to house caused by fitter, who didn't mention damage at the time (now finally being put right)

3. Not returning calls, weeks of radio silence, unhelpful staff, not turning up when agreed

4. Repeated errors on order (like ordering wrong handles, doors opening wrong way)

They are saying we have no rights to a discount as they have tried (albeit with the most minimal effort) to put things right. They are now mentioning things we got 'free' as a reason for not giving us a discount, even though we got them free either because they c0cked up the order or agreed in writing to give it to us free! :mad:

We're talking about £6,500 so no small fry. What options are open to us? I am worried about them lodging a CCJ if we dispute the amount and don't pay, and about the cost in time and money if any dispute goes formal.

Can anyone please give me any advice as to how to handle this?

Thanks!

ML

Optimist

From what you put it would seem that they are close to completing the job and they have rectified the faults albeit somewhat slowly.

Although it might be good customer service unless there are still faults I see no reason why at this point in time that you are entitled to any form of discount if they are unwilling to give it

mountainlioness

Thanks. Disappointing but there you go. I am just mad that they can treat their customers with such contempt then get all the money from the job. They haven't lost out at all whereas we've had 3 months of aggravation. I guess I'll just have to be happy with writing a stinking letter.

People of Hertfordshire: don't touch hertford glass with the proverbial bargepole.

paddyrg

Strictly speaking, you paid for xyz, and got xyz plus some freebies plus some grief. Ignore the grief, you got more than you paid for, give them the money and be grateful you have a warm, dry house to live in! They may be idiots to deal with, but the world is full of idiots, and they did do what you paid for.