Help please!! B&Q fitted kitchen leak.

Blt3princess

Hi. I am a new user desperate for some advice with a problem that I can not seem to be resolved. I will paste the latest email that I sent B&Q's complaints department.

New kitchen with installation. Problem with flooding.


I had a design consultation at the Northampton branch for a new kitchen. I then ordered a kitchen with installation and paid over £3000 cash and had £3000 on interest free finance in the middle of January 2013.
I had a survey done from yourselves to make sure the plans will work etc.
After waiting 4 months for the install I was called the day before by the installer saying he was running behind on a job and he would be a day late. I then received a call the day after from a lady at the installation centre saying the installer was unable to make it and they would be sourcing a new fitter.
I was away in Germany with work commitments at the time and calls were costing me money back and forth.
When the new fitters came, they were not convinced that the kitchen plan was a good idea as the water supply would have had to be moved and travel underneath the kitchen floor, and said if there were any problems the floor would have to be taken up to gain access. So they liaised with the installation centre and changed the plans. Even though we had a survey done before, and nothing was said.
They completed the job to a good standard and we were happy, until a few weeks later I noticed some water under the sink unit. I turned the water off at the mains and phoned BQ.
Somebody came to check it after a few days, and could not find the leak and agreed to change my soggy laminate and underlay and fix the problem.
I had to leave work to take the delivery of flooring which again is costing me money!
The fitters then came back and replaced the floor and supposedly fixed the problem! Nobody told us what hey had fixed and where the problem was. So we thought it was fixed.
3 weeks later I heard water again and again my whole kitchen floor was saturated, I turned the water off and again phoned BQ.
I found the second leak on the 4th August, reported it to BQ on the 5th August.
I called a further 3 times and was told they would call back but never did. I feel that I have been fobbed off many times.
17 days later Stuart came to look. He looked and said he will need to see paper work and speak to the fitters. I kept phoning to see the outcome and was called on the 28th and told as a good will gesture they will send new flooring but not fit and will not fix the leak.
They said because the leak was from the main feed with the stop clock that they never fitted. We have now found out that the fitters had asked a man that was fitting my radiators to fit this part. I had never asked anybody else to touch anything in my kitchen as I have paid for a full installation with BQ.
I have spoken with Stuart again and I want to know why the fitters had asked somebody else to fit a part as I paid BQ for the installation. His response was that we never paid for it! Even though we was refunded over £500 for work that wasn't done that was on the contract. So I said this to stuart and said money wasn't the issue because I would have paid for it. Instead of trying to help me after spending all that money he said it was irrelevant.
Also in the terms and conditions it said any additional work that is needed will be charged, which would have been fine. We had more plastering done and paid extra for that. I still want to know why the fitters that were there to do my kitchen did not do that!!
I suggested they was not capable and stuart replied "AND IF THEY HAD DONE IT THEY WOULD HAVE DONE IT BETTER" which is truly shocking!!!! So I want to know why they did no fit this part and why they fitted there pipes to it if they feel they old have done better!!!
But I thought as advertised, on the Internet and tele and leaflets etc, installation will start at the first step and finish at the end with no need to worry about anything! I can't believe ow I've been left like this after paying a lot of money.
On my survey they never said that and I would have thought that would have been picked up that a job that needs doing and been costed into the job. Now I have paid a large sum and am still paying for a kitchen that I can't use at all!!! I have saturated flooring still down.
I have 3 young children and I'm paying rent at the inlaws as we can't live there as there is no water to the house because I've had to turn it off at the mains. I have to travel across town to work and to take kids to school.
So after choosing your company as a big reliable organisation with guarantees, I now have a kitchen which I can't use and now need to spend more money fixing the mess I've been left in. All i wanted was a new kitchen for my family.

Please can somebody sort this out??????


I have received a call from the office asking if the facts that I wrote we're correct!!! I obviously agreed they were and he told me that he would call me back the day after. He hasn't and its been 12 days.
I actually have mould mushrooms growing from my floor now!!!!
Any advice welcome.

shaun_from_Africa

You are fortunate in that some of the purchase was made by way of finance as when this happens, the finance company is held jointly liable with the retailer for any problems.

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

You should contact the finance co, explaining the problems and tell then that you want them to send you the paperwork needed to enable you to start a "Section 75" claim.
If it is determined that there has been a breech of contract due to faulty goods or workmanship then they are not only liable for the amount paid for on credit (even if interest free), but for any amount needed to rectify the problem.