Safestyle UK - Can they treat people like this?! Help?!!

MissSelby

Hi,


I would really, really appreciate some help with this. I am a single mother, struggling to set a busines up, whilst juggling a lot of other issues and am scared that this window giant is taking advantage of me. Please help.


On 30th November 2012, I paid £960 cash, up front to Safestyle. They fitted 2 units into my property - one into my boys' room, which was satisfactory and one in my bedroom, which unfortunately, was not...

Now that I have complained, they are trying to rearrange the app with me to repair/replace, however, my grievance is that I have already attempted to resolve it in this way on several occassions over the last 6 months. Why would I put myself in that position again? I have clearly stated to them that I no longer wish to do business with them (and really am not bothered if that invalidates any kind of 'guarantee' with them) and that since I have already tried to get repair/replacement on several occassions and this has not been upheld by their side, should I be forced onto this merry-go-round again?

They have responded to my letter by simply offering to make this appointment yet again. Do I have to take this? Please help - I don't want to accept their offer, but am also worried in case I'm making anything worse for myself? Please help - genuine support and advice would be very much appreciated, thank you.


I have copied and pasted a copy of the letter I have sent them below:


Dear Safestyle,

Took 2 failed appointments before Safestyle finally turnedup to install. An already cracked pane was installed on 30.11.13. Promise wasmade to return within the next couple of days to fix it. The works have neverbeen completed, the sill has never been fitted (due to being told they werecoming back), there are gaps to the mastic around the window and one of thesmaller opening windows at the top of the unit has never shut properly,resulting in a gap that has let in cold air over the entire winter, which hasbeen extremely cold and windy. This is a large unit in my bedroom, so hascaused considerable discomfort and stress. After numerous calls, and approximately 18 failed appointments, this hasstill not been rectified.

It is also freezing in my bedroom as the cold air is coming through, I live in an exposed location and it has been extremely cold at night.Due to strong winds in March, I complained that I was concerned for my healthand safety, as I could hear the (very large) pane creaking inwards with thestrong winds (This pane is very exposed to the wind, I also expressed thisconcern on numerous occasions). During this two week period of extreme weather,I was forced to sleep downstairs as I was too afraid to sleep in my bedroom incase the unit came through. (Again, I expressed this on many occasions). Thecrack in the pane has now considerably increased so there is a loose piece ofglass just waiting to fall out when the weather picks up again...

Safestyle, at this stage, you don't even seem interested. Ihave been promised on numerous occasions by both the installation manager andthe area manager that this was of high priority to them, although no promisesor appointments are ever kept (they rarely even call me back).

I now have no faith that Safestyle will rectify this, nor doI have confidence in your processes or installation team. I paid £960 cashup-front, on the day of installation and am appalled at the quality of serviceI have received from you in return.

I am requesting a full refund under the Supply of Goods andServices Act as this installation is: ‘not fit for purpose’ and there is a lackof ‘reasonable care and skill’. I have continually tried to resolve this togain the completed installation, repair and replacement pane. After approximately 18 failed appointments (this may even be more by now, I’ve actually lost count),and a vast quantity of phone calls, I now feel that I have given you everyopportunity to resolve this in that manner.

I now no longer trust you to complete the work so that it isfit for purpose and have no faith that this will be carried out with reasonablecare and skill. I have already suffered financially by not being available towork on these days of the missed appointments (I am self-employed) and do notwish to put myself in that position again. I now need reimbursing so that I canarrange for a quality fitter to remedy these shoddy works. I feel I am beinggenerous by not preparing a compensation claim against you due to the impactyou have had on my health, finances and home, so trust you will find thisrequest for a refund reasonable.

I have spent many stressful hours over the last six monthstrying to resolve this and being fobbed off by the Safestyle team. I should becompensated and not forced to continue to engage in any further business with you.

Under the Sale of Goods Act 1979 (as amended) goods you supply must be of satisfactory quality, be fit for purpose and match theirdescription. As there was a problem with the goods when I bought them, I request a full refund of £960.

You have 14 days to respond to this letter.
:mad:

ILW

They may give you a refund but take the windows away.

ValHaller

Usually, it is best to take advice before you do something ....

As it stands, that letter is causing more problems than it solves. Before you tell a company to clear off and demand your money back, you need to give them an opportunity to put things right and have evidence you have done so.

What is more, if one of the units is satisfactory, you cannot reasonably claim back what you paid for it.

MissSelby

Hi ValHaller, I understand where you are coming from. The thing is though, I do feel that I have given them many, many opportunities to resolve this and they haven't. I'm sick of being given the run around and feel that by engaging with them any more that they are simply going to do it again. I've not just told them to clear off, I've given them numerous opportunities. Is the definition of madness not 'doing something again and again, but expecting a different result'? At what stage do I think, 'I have now given them more than enough reasonable chances to resolve this'? Thanks

ValHaller

How did you offer them chances previously? What evidence do you have?

wealdroam

You are seeking advice after having sent that letter?

I'll just make a couple of points:

a) the date is wrong in your opening para of the letter.

b) you have not explained what happens after the 14 days you have given them in the last para.

dreamypuma

For simplicity, you need to give Safestyle UK the opportunity to rectify the problem within a reasonable timescale (say 14 days) in writing. The letter should make clear what you plan to do should they fail to fulfill the request.

You may choose to seek to rectify the problem using a reputable fitter and recover these costs along with your quantified losses from Safestyle UK through the small claims court.

Title the letter "Letter Before Action"

Send the letter special delivery so you can evidence it's receipt.

Wait for a response, and if there is no action then proceed the rectification work, and then file a claim with the small claim court (can be done online)

The letter you have pasted above isn't particularly good (for the reasons previous posters have highlighted). It's too long, wooly and doesn't really conclude with your stance / position.

My personal opinion is that a letter before action should have been sent long before now, and the likelihood is the matter would have been resolved by now.

MissSelby

Hi, Apologies for the late reply. I sought advice before I wrote the letter, from trading standards. I am now not getting the response i expected from Safestyle and Trading Standards are not being any further helpful at present. I gave them the chance to resolve the matter, as I explained in the letter, by arranging appointments at least 18 times by telephone. Although I do not have evidence for it, as they never sent me any, but I do have records of all the calls etc and even Safestyle have agreed over the telephone that they have failed to attend on that many occasions. This is my issue. How many times do I have to try to resolve this before I believe they are not going to fulfil their end of the bargain? how is making 18 appointments not trying to resolve it? (12 of these were promised to me personally by the area manager...)

dreamypuma

MissSelby wrote: »

Hi, Apologies for the late reply. I sought advice before I wrote the letter, from trading standards. I am now not getting the response i expected from Safestyle and Trading Standards are not being any further helpful at present. I gave them the chance to resolve the matter, as I explained in the letter, by arranging appointments at least 18 times by telephone. Although I do not have evidence for it, as they never sent me any, but I do have records of all the calls etc and even Safestyle have agreed over the telephone that they have failed to attend on that many occasions. This is my issue. How many times do I have to try to resolve this before I believe they are not going to fulfil their end of the bargain? how is making 18 appointments not trying to resolve it? (12 of these were promised to me personally by the area manager...)

To escalate the issue to a conclusion, you need to follow a logical path that allows you to actuate a real consequence for Safestyle UK's failings. Nothing you have done to date does this, and Safestyle know this. This is why you are not getting the response you expected.

Whilst you may have taken advice before writing your letter, It either has been ignored or you have misunderstood the advice. The letter you have written is toothless and more akin to a formal whine.

You need to to send a "Letter Before Action" as per my previous post. Without this you are going to spend more time going around in circles and being played by Safestyle UK.

The sooner you do this the sooner you can move on.

withabix

ILW wrote: »

They may give you a refund but take the windows away.

Legally would have to put the OP back in the position they were previously.

ie they would have to replace the windows which were there previously.

Could be difficult that...


Personally, I would never EVER deal with Safestyle UK. Bunch of cowboys.