Double Glazing Mis-sold? Legal advice please

mari01

Hi

We recently had some double glazing fitted by a local window company.

From the very outset, we were VERY specific about the look we wanted to acheive - Georgian bars with equal sight lines (giving all the panes equal symmetry). We showed them a picture of the exact look we wanted.

Contracts signed, windows arrived, and were fitted. We were disappointed that the windows were not symmetrical (2 openers either side, however the middle fixed pane is larger).

A few days following the fitting, we were contacted by the company for feedback. We advised them that we were happy with the quality & fitting but dissappointed the symetrical look that was so important to us was not acheived.

At this point the company rep informed us that this look could have easily been achieved with "dummy vents/sashes". However, we were completely unaware of this option (or what a dummy vent was), as it had never been offered or explained to us.

Upon checking our contract we had signed, in a small box, the sales rep had ticked "No" to dummy vents (even though this option hadn't been explained or agreed).

The company have verbally admitted that perhaps there was an oversight on their part not to inform us about this, but maintain that we do "have the product we signed for".

Therefore I was wondering where we stand - is there anything we can do? We believe we may have been mis-sold, and the windows should be replaced with those that we were so clear in requesting.

Any advice would be greatly appreciated.

Thank you

phill99

The term ' mis selling' is grossly over used. And here is another example. The bottom line is that what you signed for is what you got. If it went to court, you have agreed by signing the order that you didn't want dummy vents.

It will be your word against the DG company.

Doozergirl

I'm surprised they didn't give you a picture of what you were getting. It's hard to sign for something that you're unfamiliar with, without seeing what it might look like. I'd push them on the fact that they were given a picture of what you wanted and that you trusted them to provide it.

I wouldn't use the term mis-selling though. It sounds like a mistake.

cyclonebri1

I tend to agree, a layout drawing really ought to have been supplied and agreed by you, are you really sure you didn't view and sign on of these?
You would normally get one with a written quotation anyway these days.
I don't think you have more than an equal chance of claiming against them so it really depends on how much you want to push it, and if you really want the windows removing again?

Maybe a compensation offer for your not receiving what you expected would be the best option.


The 1 thing I do have to say is this, you had ample time to view the windows as they were being installed and to stop it at that point, you also waited until the company contacted you before you complained. Having thought about that as I write, I think your chances of a claim are now very slim. Sorry.

fluffymuffy

cyclonebri1 wrote: »

.. you had ample time to view the windows as they were being installed and to stop it at that point, ...

I did exactly that, a few years ago now. They were only replacing one window. They took the old one out and got the new one off the van and I said "No - you're not installing that!". And so I had no window at all for a few days until an acceptable one was made (by a different company).

cyclonebri1

♪♬. ♫♫ And so castles made of sand fall in the sea, eventually ♪♬ ♫♫

Seems we also agree on music, although I prefer if 6 was 9;);)

"I'm the one that's gotta die when it's time fro me to die,
So let me lead my life, the way I want to."

mari01

Thank you all for taking the time to reply.

The reason I used the term "mis-sold" was because we asked for a product which we were assured we would get, then given something else. I guess it is used generally and very loosely and isn't always strictly appropriate.

The only pictures we were given were of 3 equally sized windows showing 2 openers on either end - this was a very basic drawing of one rectangle containing 3 EQUAL sized rectangles with 2 "V's" to indicate the openers on either end. The picture we showed them had more detail with the window frame equal on all panes and equal sized glass panes.

The windows were fitted right before the weekend and then the company phoned on the first working day after that so not really any time lapsed.

When the windows arrived, we did say that they weren't as we had hoped.

Not being in the window trade, we weren't aware of all the exact term "dummy vent" but had explained in detail with a picture of what we wanted. When we briefly explained to the follow up rep (even without our picture), he immediately knew what we meant and said that "dummy vents" would have easily achieved this. This was the first time "dummy vents" had been mentioned to us and is what we had been describing & showing a picture of from the start.

With any trade, you rely somewhat on the fact that they have the knowledge, and you put some amount of trust in them to give you the information and options available to enable you to make an informed decision.

The issue isn't about the quality of the product, its about that we had asked for something specific and we didn't get it. The decision was taken away without it being so much as mentioned. They admit this was a lapse in communication on their part but means we are left with a product that we are dissapointed with.

We're not out to get money or something for free - just want what we were so clear in asking for as it is very important to us - that's all.

art_for_arts_sake

My experiences of double glazing companies are you get what they want to supply. Opening sashes are much chunkier than they used to be - something to do with improved thermal performance, I believe, but I'd rather have more light coming through my windows instead.I asked for specific sized openers but the ones supplied were much smaller. I actually cancelled an order with one company before it was done because they'd measured a window incorrectly, only to find on the day of fitting the next company I'd contacted had done exactly the same on a different window. They also put a vent in on the frame despite me specifically asking for one to be fitted to the opening sash. I withheld part of the payment for the window until they put it right, which they never bothered correcting, so I never paid the balance. I got a letter requesting payment from their administrators a year later. Needless to say it got short shrift.