Double Glazing Problem - Please Help!

calamoli

Hello, I'm new here so hope I have posted in the correct place. What a great site by the way. I'm hoping to get advice on behalf of my Mother, who is having problems with the company that fitted some double glazing with a 10 year guarantee approx 6 years ago.

Her front door went wrong recently & wouldn't unlock, the key doing a 360 but not engaging, so she asked the company to fix it as per their guarantee. They were evasive & she had to keep chasing as her calls were not returned. Eventually, their fitter came to look but was very rude & unhelpful, only staying about 5 mins, saying it needed a new part that would take 2 weeks to arrive.

On asking if it could be done sooner (with good reason) staff said she was being unreasonable & she was messed around for ages. Their fitter eventually did the work on a day when she was out & took the old parts away. She was happy to leave it there but then got a letter from the company, stating they thought the removed parts had not been maintained, along with an invoice for almost £300. Their 10 year guarantee stipulates free aftercare & repair for any part of their product that fails within that timeframe, excluding deliberate damage & nobody ever mentioned a the possibility of a charge.

We took the faulty parts back & an independent tradesman confirmed that they have been well looked after. Could anyone please let us know if there's anything we can do about this? What are her consumer rights in this situation & does she legally have to pay them? They have been so rude & unhelpful & this has caused a lot of worry & upset. I'd be very grateful for any advice you may have.
Thank you.
calamoli.

agent_orange_2

Sorry can't help, but wow what a first post.

welcome

Russe11

Without reading all the above(long post with lots of infomation that does not really just get to the point)...

10 year garentees tend to only relate to the windows, somtimes only the sealed units, locks, brackets and hinges are often not included.

phill99

Respectfully, you need to edit your post. Its simply too long. Cut out all the unnecessary bits, the superfluous bits and cut to the chase. More people will then be inclined to read it.

In my experience, and agreeing with Russell, most 10 years guarantees only cover the window frames. they rearely cover moving parts (hinges, locks, handles etc). You need to establish whether this part was actually covered by the guarantee.

If it isn't guaranteed, then you need to put it down to experience.

docmatt

Sorry I got bored after the 167'th word.

Seriously though, sorry to hear about your problems with this company and (even though i didnt read the rest) I hope that it gets resolved

sashman

Hi, yea long post but understand the problem.

Firstly am apology, no decent dg company wants to be associated with this kind of business.

Firstly hardware is often a shorter guarantee than the headline 10yr guarantee but they must spell that out at the time of order. So at first sight they may be trying to duck the cost of repair. Times are tough t
Right now so some companies are less generous than they may otherwise be.

Did mum pay by credit card, was she offered insurance to cover the warranty, is the company a member of the ggf, dgcos, because they won't like their members ducking the issue. It may be worth complaining to these organisations.

Finally, if they were called for a warranty but did the job without providing an estimate or getting an order from her then I would contest that an order exists, also if they suggest the order does exist and it was agreed in mums home then she gets protection under sale of goods act and a cooling off period.

Speak to trading standards, follow up if they are ggf etc and complain to them and name and shame, let others know how bad their service is.

Sashman


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