Double glazing rip off

Ladyhawk

We all know that Double Glazing companies don't have the best reputation, but I thought I'd share my litte tale of woe as a warning.

After much to-ing and fro-ing between large national companies and small local companies and quotes ranging from £3,300 to £11,000 I decided to go with a small local company. The owner seemed like a nice guy, he turned up on time, was clean and knew his stuff and I negotiated a little with him (but not at all hard) and we agreed on a price which I was happy with. It wasn't the cheapest quote I got but it wasn't far off it. But I was happy, I had chosen the most energy efficient glass possible and thats what was the most important thing for me... my house is very cold.

The installation was scheduled over 2 days. On the evening of day 1, I wandered into my bedroom and noticed a laminated sheet of paper on the floor. If it hadn't been laminated I wouldn't have noticed it. It had lots of weird writing and diagrams on it and I worked out it was the order form for my windows... and lo and behold the cheeky monkeys had ordered C-rated glass!!!

I called them immediately to query this. They assured me the paperwork was wrong and that I should take their word for it that the glass installed was correct. I asked for proof and the next morning they came agrovelling and admitted that tey had made a mistake and agreed to replace the glass as soon as possible which they have since done. The owner was very defensive and got quite aggressive when I expressed my displeasure with the sitution.

I wonder how often this actually happens accidentally on purpose?

Anyway... my word of warning is... if you are paying for A-rated windows - make sure that the "bit" between the two panes of glass is plastic and NOT metal.

leveller2911

Ladyhawk wrote: »

Anyway... my word of warning is... if you are paying for A-rated windows - make sure that the "bit" between the two panes of glass is plastic and NOT metal.

Its not just the "Warm edge" spacer thats needed to make it "A" rated.You also need Low E glass on the inside, generally either "Planitherm" or "Pilkington egergycare", think there are a few.

You can buy a low E tester for about £25-00 if you want to check the units.The Low E coating must be on the outside face of the inside pane of glass......

The units have a sticker on when they arrive saying "This face must be outside" or "this face must be inside" so the installer shouldn't install it the wrong way round.I recently had a job where I made 7 windows and one pane would be covered in condensation, I tested it and found the Low E glass was on the ouside face of the outside pane... It was a real "Pane"..

Ladyhawk

*groan*

Apologies... you are quite right... also check the stickers on the windows when they are delivered.

As a matter of interest... what would other people have done if they had found themselves in this situation? Go to FENSA? Trading Standards? Name and shame them online?

leveller2911

Ladyhawk wrote: »

*groan*

Apologies... you are quite right... also check the stickers on the windows when they are delivered.

As a matter of interest... what would other people have done if they had found themselves in this situation? Go to FENSA? Trading Standards? Name and shame them online?

I'm not FENSA registered, reason being I have a small Joinery workshop so windows etc are only a proportion of my work.I'm sceptical of FENSA as its self regulating.Each company checks their own work and I know for a fact that some will sign off work that doesn't comply with regs.For instance not fitting toughend glass in a window when its within 300mm of a door.

Personally If I thought it was a genuine mistake I would want it rectified,if I thought they were deceitful I would complain to trading standards.........That said they would probably say complain to FENSA..

Ladyhawk

They (naturally) claim that it is a mistake. I am less than certain that it was, as I am sure he told me that they only use A-rated glass... so why would they suddenly tick the C-rated glass for my order? If they fitted 100 houses a year and only got caught out a couple of times, it would be well worth it to make this "mistake".

leveller2911

Ladyhawk wrote: »

They (naturally) claim that it is a mistake. I am less than certain that it was, as I am sure he told me that they only use A-rated glass... so why would they suddenly tick the C-rated glass for my order? If they fitted 100 houses a year and only got caught out a couple of times, it would be well worth it to make this "mistake".

I don't have my price lists at hand but I would imagine the difference would be about 20% but TBH I'm not sure.

98 x 20% would be worth it.

Mumstheword77

This sort of thing really scares me. We are about to get quotes for double glazing and you just worry that you will be ripped off. Any advice I am grateful for

Ladyhawk

Get lots of quotes to make sure you have a real understanding of tge costs
Be firm and don't be pressured into making a decision you don't want to. If you need more time to think, just keep telling them that until they go away.
Negotiate - its not rude and they are expecting it
Get your exact quote in writing for all the bits and bobs you require
Make sure you check the windows when they come in to see what stickers they have on them
If you are not happy with absolutely every aspect of your fitting, withold half the payment until they have sorted it out.

sashman

Hi i own a few companies and have been in the industry 41 years!

Long time, same old worries and concerns! That’s why I started an online website to offer customer like you advice for free, unfortunately MSE consider thatis advertising and competing with their site so they won’t allow links to it.

To help your specific problem, companies do make mistakes but were theyhonest or deceitful? Fensa only catch those they inspect, if they find theyhave the same mistakes then they will inspect more but basically only 2% oftheir installations are inspected per annum. As a former director of Fensa Iknow the failure rates and the remedial actions they insist upon so levellershould have a little more confidence in Fensa 9but I do understand his point)

This Fensa inspection however, won’t guarantee A, B or C rated because they aren’tchecking the standard you bough,t just if they are building reg compliant (iethey are 1.6 u value of C rated, or better)

If a company sold you “A rated” then fitted “C rated” later, that’s a matterfor the courts or trading standards if you can prove it’s intentional. The onlyway to improve things is to leave reviews about the company concerned becauseif you are the only one having this issue then it’s probably a mistake; ifthere are dozens then one would suggest it was intentional.

Do search the internet for review web sites and read user reviews before you buy windows from anyone

sashman

thebaldwindowfitter

sashman wrote: »

Hi

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This Fensa inspection however, won’t guarantee A, B or C rated because they aren’tchecking the standard you bough,t just if they are building reg compliant (iethey are 1.6 u value of C rated, or better)

If a company sold you “A rated” then fitted “C rated” later, that’s a matterfor the courts or trading standards if you can prove it’s intentional.
The installer if it was done intentional would also have to lie when uploading details on the fensa portal because your certificate requires your energy rating on it .There should also be a sticker that once the frame is fitted should still be visible giving the energy rating.