Damage due to faulty Window Installation - Company not returning calls

mcgandhi

I had a complete set of windows installed in my flat in January of this year by St Andrews Glass, part of the MyHouse Group. Everything was fine and I got a great deal. However, in June there was some heavy rain and the windows leaked. I was away for a few days and came back to a pool of water in the middle of the room and a wee river adding to it coming from the window.

I called the company and they sent someone out a month and a half later who informed me that the drainage holes weren't drilled in correctly. He fixed the issue there an then. I then pointed out to him that my laminate flooring in the room was warped by the water and what was to be done about it. He said that as I'd taken out insurance on the windows (which states that any damage to the property arising from faulty installation or product would be covered) they'd need to replace the flooring.

So this was back at the start of August and I still can't get anyone to speak to me about it. Endless calls and endless holding.

What can I do next? It's been 4 months now.

Thanks!

cyclonebri1

While I hate to pounce on a newbie, due to the amount of info given, ie. exact company details etc, it does sound like you are using your 1st post to create issues for this customer. Do you have a previously existing grouse with them?

If I have this wrong then I apologise, but at this stage it wouldn't really be necessary to name and shame.

Taking this as genuine then, if they are local go visit otherwise send a recorded letter, keeping a copy, detailing your complaint and your wish to invoke the insurance.

Is the insurance a separate entity to the installation?, ie, do you have the details of a separate insurer covering the risk?.

A call to trading standards may be advisable.

Finally there is always your own home insurer as a last resort.

mcgandhi

It's my first time dealing with them. The only reason I put in the company name was in case this was a recurring problem for other customers.

Thanks for the advice, I'll send a recorded letter and see if that has any effect!

Cheers,

Will

keystone

You absolutely must stop ringing them and write to them on paper not email. Signed4 letters as suggested by Cy is the right way forward Your complaint will go nowehere until you do.

Cheers