Perfect homes

veyper1

Hi,

GF has an account with perfect homes otherwise known as temple finance. (I suggested otherwise, we don't live together)

She bought a TV including stand + service cover of some kind for £13.xx per week. She has had it for around 3 month now give or take, paying £15 per week.

Recently has fallen behind, and had 60 arrears, (part time worker and hasent had too many hours recently due to a change of management or something along those lines [should really listen more] )
anyway, I was at her house when one of there collection agents was hammering at the door. I went to the door asking what he was playing at knocking like there was a fire when her son was asleep upstairs. He stated he was here to collect goods and arrears. I told him he would not be entering the property at all, and told him my GF had already been on the phone to the shop offering to pay £30 arrears and the usual £15 payment in 2 days time and do the same the week after. (which was denied by the shop stating they cannot take part payments) I argued with him a little bit about him coming in and his right to do so (him saying he can and me he cant) All this time shouting her business in the street with people standing 2 meters away.

I told him to stop shouting her business in the street and closed the door. At which point he attempted to push the door to stop me closing it.

He continued to shout her business through the door ( bearing in mind she had given no permission ever for him to discuss the account with me and i am not named on the account and had not identified to him who i was).

Then just tonight, she finished work at 2:40am, on way home went to collect her wages from the cash machine. Perfect homes had taken £15 and another transaction of £60. She never agreed or knew it would happen.

What are her options, she now has little to no money left to last her. Any help appreciated.

gb12345

The doorstep collector sounds a knob who likes to pretend that he has powers that he doesn't. He has no right to enter the property and shouldn't have been discussing your girlfriend's business with you. I'd make a complaint to the ICO about the data protection issue and to the OFT for the collectors behaviour.

As to the money they have taken from her account - unfortunately, she will have given them permission to do that when she took out the finance and the bank will not reverse the transaction as it was authorised. What she should have done is cancelled the Continuous Payment Authority with her bank, to stop the company emptying her account.

veyper1

That's what I thought. But she said she signed a letter when she authorized them to take the money weekly which had a set amount and when to take it. £15 and every Friday. She also remembers a set procedure wrote on this stating if payment failed, she would have to go into store and pay it.

shes read though her contract and there is nothing in there (according to her, haven't seen it myself) about taking money from her account if she falls into arrears. Unsure if it changes anything but just thought id add it in.

And he was, 7ft odd trying to look the big man, called me "smart !!!!" as soon as he reliased he wasent getting in or payment. Told the store manager there was a video of him doing such (there aint) but they havent been out since.

gb12345

If there's nothing in the contract saying that they can take arrears from her account then it would be worth speaking to the bank (speak to the fraud department, not the branch or normal call centre) and saying that the £60 was an unauthorised transaction.

Also, check whether the money is taken using a direct debit or as a CPA through her debit card - if it's a DD (unlikely) then she can use the Direct Debit guarantee as a way of getting the refund as they never advised her they were going to take the extra payment.

Apples2

Another Brighthouse incarnation of woefully overpriced tat.

Lets breakdown the FAQ's

What is a hire purchase agreement?

A hire purchase agreement is a form of credit agreement. Hire purchase means that the goods remain the property of PerfectHome until the last payment has been made. You cannot sell the goods for the duration of the agreement. It also means that we can ask you to return the goods if you don't make regular payments.
Hire purchase agreements are regulated by the Consumer Credit Act 1974.
For more information on your rights and obligations please have a look at the guidance provided on the DirectGov website.

So it is indeed in the terms that she should surrender the Telly and stand as she has not satisfied the terms.

How do I make a payment?

You can pay in person by visiting your local store or by pre-authorised debit card payment, card payment over the phone, or by direct debit.

That's a CPA so they can dive into her account whenever they like and take any amount up to the amount owed.

What do I do if I can't afford to make a payment?

If you are unable to make a specific payment, please call your store manager immediately to let them know, this may avoid you incurring a late payment fee.
If you feel you will be permanently unable to make your payment, your store manager will be able to work out a new plan with you. If you have signed up to CoverPlus, you can end the agreement at any time by returning the item without any financial penalty.
Should your circumstances change at any time, please remember to notify your store immediately to ensure you don.t incur late payment fees and to enable your account manager to review your agreement.
If you require further independent advice please read our information sheet

There's a glimmer of hope.

Why might I need CoverPlus?

CoverPlus provides you with extended service cover for any repair or maintenance activity that may fall outside the manufacturer's warranty. Without it, you may be charged for repairs.
CoverPlus also provides you with the peace of mind that you can return the product at any time (as long as your account is up to date) with nothing more to pay and with the added benefit that you can restart another agreement where you left off and not lose the money that you've already paid.

Bah! defeat snatched from the jaws of victory.

How do I contact you?

Your local store staff are best placed to answer your questions and will help with any issues that may arise, so please contact your local store in the first instance. Our store managers are always happy to meet with you or call you if they are unavailable at the time of your visit.
If you find yourself unable to resolve a question or issue with your local store, or if you have a general enquiry not covered on this website, please e-mail [EMAIL="cs@perfecthome.co.uk"]cs@perfecthome.co.uk[/EMAIL] or contact us through one of the options listed in the "Contact us" section of this website.

She needs to contact them and discuss a new payment plan or else cancel the CPA and fight them on the beaches.

gb12345

Apples2 wrote: »

So it is indeed in the terms that she should surrender the Telly and stand as she has not satisfied the terms.

But like all debt collectors, the doorstep visitor can ask for payment/the goods, but has no rights to enter the property to take the goods - if she tells him to do one then he has no option but to leave.

If they want the goods back and she refuses then they have to go via the courts and get a bailiff involved.

Tiddlywinks

If your GF is struggling with the payments that soon into the agreement I would recommend she hands the TV back and gets one from Freecycle / Freegle or buys one second hand.

Buying a new TV (big enough to warrant needing a stand) on credit at £60 pm when you are only working part time on variable hours is madness.

Apples2

gb12345 wrote: »

But like all debt collectors, the doorstep visitor can ask for payment/the goods, but has no rights to enter the property to take the goods - if she tells him to do one then he has no option but to leave.

If they want the goods back and she refuses then they have to go via the courts and get a bailiff involved.

I don't dispute the process, the OP and his GF should be carrying the telly back to the shop.

Fighting it seems even more daft than the decision to sign up for it in the first place. The GF cannot afford the repayments, cannot afford the arrears so what option is there other than stealing it?
Dragging it through the Courts doesn't bring a polite friendly bailiff, they are all knuckle dragging thugs, court appointed or not. Not to mention the massive arrears which would have built up.

I would carry it to the front door and hand it over, clear what's left of the mess and learn the valuable lesson about needing shiny things whilst practicing blissful ignorance.

Tiddlywinks

It's just a telly... not exactly an absolute 'can't live without' item.

I agree with Apples... why drag this out?

The GF bought a luxury item on credit and has fallen behind only 3 months into the contract... what is the point of struggling on? Let's face it... Christmas is looming along with winter fuel bills... there is a real chance that she will fall behind again pretty soon.

The company has every right to expect her to pay - she signed to say she would. She knew the repayments etc. Yet she has fallen behind only 3 months later.

No, the doorstep collector shouldn't have shouted etc BUT the GF shouldn't have bought a bright, shiny new thing when she couldn't afford it.

Cut her losses - hand the TV back and get a second hand one from somewhere else. The old CRT models are always being offered on Freecycle and can be used with a digibox.

veyper1

Thanks for the replies.

As stated above, I have advised her against joining in the first place, never mind sending it back, but ultimately I cant force her.

I have read through her contracts, her current payment is 13.50 a week, starting 31st July. She had previously on 2 occasions told them to take arrears along with her normal payment, but they failed to do so.

She pays £15, and the shop has charged her as such in there arrears. So now her account is up to date, so thats roughly 19 payments at 1.50 over each time equaling 29.50 which is half the arrears. Yet they still took normal £15 and £60.

National_Debtline

Hello there,

There has been some fantastic advice given on this thread so far. We have a fact sheet which outlines the position with hire-purchase agremeements which you can find by clicking here.

Has Perfect Home sent a 'default notice' at all?

Like others have mentioned the visitor has no right to enter the property. If they continue to pressurise you please consider requesting a copy of their formal complaints procedure. Further complaints van be be taken via the Financial Ombudsman Service: www.fos.org.uk

Best wishes,

David @ NDL.