Anglian Windows Ltd - Consumers Beware

MikeMack

I write to raise this matter to your attention in the hope that some of you will see this post before doing business with this company.


I have been the victim of some very sinister high pressure sales and bullying tactics by the above company.


This company attended my home address on one occasion for a standard sales visit. I simply wanted to review their brochures and get an idea as to likely prices. By the end of the day I found myself in a position where I had placed an order for a conservatory with them although I agreed to do this solely on the basis that I could cancel the order by letting the Sales Rep know I wished to cancel within 7 days.


Despite me providing written notice of my desire to cancel the contract to the Sales Rep I dealt with by email and, in the absence of any acknowledgement from him, also by writing to the office address in Chester (both within the cooling off period) they have sought to enforce amounts due to me under the contract for work done and materials provided despite having completed no works and provided no materials.


The tactics they deployed included:-

• Pressured for same day sale;

• Indicated offers were timed so that deal had to be done then despite knowing the joint owner of the property was unavailable and that I hadn't intended to commit to the sale;
• Offered discounted price for agreement to sign a credit agreement;
• Repeatedly assured me that I could cancel within the statutory cooling off period by contacting the sales representative;
• Repeatedly assured me that should I wish to cancel within the cooling off period my deposit would be returned.

Despite me writing to Anglian twice within the cooling off period to advise of my desire to cancel the contract (which is not disputed by them) they are seeking to enforce penalties under the contract because I didn't write to a specific address detailed on the reverse of the contract document. I must clarify here that the Sales Representative representing Anglian on the day was completely aware that it was only his assurances that I could cancel the contract within 7 days that secured my agreement on the day in question. He was aware that I did not have chance to read the contract nor did he seek to point the specific cancellation terms out to me simply stating that if I wished to cancel I could do so within 7 days by contacting him.


As it happens, it may be too late for you to assist me because they are enforcing the amount so I plan to go to court. That said, I am wholly confident that most people, particularly the vulnerable, would not be so strong and would cave in to the repeated threatening letters and overly harsh sales tactics that they have deployed. I can honestly say that I have never made any formal complaint about any company that I have dealt with but the way they have gone about this transaction is just shocking.


For example, they have since asking for £5000 made an offer to settle at £1700 knowing that if I defend this case it will costs me more than that to instruct representation. As this is a small claims matter then I will not be able to recover my legal costs even if I win.


I am fully intending on fighting this firm all the way but be warned, this company does not honour its promises.

hollydays

"He was aware that I did not have chance to read the contract "


Why did you not have chance to read the contract?

Why would you need to pay legal costs? Consult the cab.
Who was the credit agreement with?
Have you followed the steps of their complaints procedure.

ThumbRemote

MikeMack wrote: »

As it happens, it may be too late for you to assist me because they are enforcing the amount so I plan to go to court. That said, I am wholly confident that most people, particularly the vulnerable, would not be so strong and would cave in to the repeated threatening letters and overly harsh sales tactics that they have deployed. I can honestly say that I have never made any formal complaint about any company that I have dealt with but the way they have gone about this transaction is just shocking.


For example, they have since asking for £5000 made an offer to settle at £1700 knowing that if I defend this case it will costs me more than that to instruct representation. As this is a small claims matter then I will not be able to recover my legal costs even if I win.


I am fully intending on fighting this firm all the way but be warned, this company does not honour its promises.

Is this a consumer question or just a warning?

If the former, are you taking them to court or are they taking you to court? What have you paid them, and when? Who did you write to?

Bantex_2

Why sign the contract unless you want the stuff?

pinkshoes

Bantex wrote: »

Why sign the contract unless you want the stuff?

Have you had these people come to your door before???? They use huge pressure selling tactics, so perhaps the OP signed knowing they could cancel within 7 days?

OP, which address did you write and cancel to? I.e. Is it an address that is connected to the one on the contract that you were supposed to write to?

How easy was it to find this address in the contract you were given? Was there clear terms on you had to do to cancel?

Bantex_2

pinkshoes wrote: »

Have you had these people come to your door before???? They use huge pressure selling tactics, so perhaps the OP signed knowing they could cancel within 7 days?

OP, which address did you write and cancel to? I.e. Is it an address that is connected to the one on the contract that you were supposed to write to?

How easy was it to find this address in the contract you were given? Was there clear terms on you had to do to cancel?

I just make a point of never signing anything on the day. Is very simple.

SussexSteve45

hollydays wrote: »

"He was aware that I did not have chance to read the contract "


Why did you not have chance to read the contract?

Why would you need to pay legal costs? Consult the cab.
Who was the credit agreement with?
Have you followed the steps of their complaints procedure.

Ok Ive dealt with Anglian in the last few years, (being deliberately vague). I wouldnt touch them again if they were the last window company on earth. Deal with them at your peril. Or if you have any sense, give them a very wide berth! I consider them thoroughly undesirable and though some of the fitters I believe are actually conscientious, others might as well be straight out of a YOI. Forget the supposed 10 year guarantee. If you get someone to come back to rectify anything, you "may well" get the roughest, least friendly fitter round, to do the bare minimum. You won`t want to call on them again. Oh and they made me wait two months to get some small adjustments made, so cold air wasnt leaking into the rooms! Avoid!

One other thing, he might also try and privately sell you some Anglian gear from the back of his van! I think that might be known as "handling stolen goods"...

browneyedbazzi

Bantex wrote: »

I just make a point of never signing anything on the day. Is very simple.

That is a good tactic and you may find it very simple but some vulnerable people faced with a high pressure sales pitch in their home and possibly a sales person who won't leave until you have signed something find it much more difficult. That's exactly why the statutory cancellation periods were brought in.

OP - have you looked carefully at the contract you signed? Does it include an agreement for work to start immediately? Many companies will insert a section like this in their contracts to try to subvert the consumer's cancellation rights but if it is simply a section on the order form it is unlikely to hold up in court if they try to sue you for work they claim to have done within the cancellation period. Also, if the contract was formed after June of this year and still mentions a 7 day cancellation right (rather than 14 days) it is out of date and will not be enforceable by them because they haven't properly informed you of your rights as required by the Consumer Contracts Regulations.

Don't pay anything. Contact the Citizens Advice Consumer Service for advice on what to do.

bod1467

Check the date, post count and last activity date for the OP ... the chances of the OP even seeing your post are remote.

SussexSteve45

Utter cowboys, do not go anywhere near them. If they have your number, you can expect regular "courtesy calls" trying to sell you stuff.

I had some windows put in in 2011, they left a large gap under the bedroom window where since installation Ive had cold air seeping in. I got a staff member back to replace two window handles a while back and I`d say he was possibly from a travellers camp. He was very rough with the handles, yanking them about and I get the impression they send someone unpleasant round so you dont make further complaints. It took about two months to get someone round to look at the window handles. This was a 5 minute job! The windows were not closing properly either, not giving a tight seal so cold air was seeping in.

If you choose anglian you have only yourself to blame. Use someone local, with a good reputation and who is on check a trade.

I will say not all their workmen are rogues, some actually do take pride in what they do, but in my personal experience some, (about half I`d say), are!

sandie3

Just to add my own experience of Anglian Windows. We had a patio door from them around 3 years ago, we were and still are very pleased with it and the installation. Have to agree with the comments about their selling techniques though, in spite of telling their salesman we did not want ANY marketing from them, it started to arrive, a phone call stopped that. However, we have recently started getting visits from their door to door salesmen, although its a general "area" visit, not just to us. The salesmen are forceful and wont take "no" for an answer. I have complained to the company, and have received an auto reply, but nothing more. I am hoping they have given up for now, but im not "holding my breath".