Brighthouse bad customer service/ruined property by the delivery drivers

christine1922

Hi, If someone can give me some advice it would be greatly appreciated as I do not know where I stand and what to do, if there is an anything I can do?

I am going to tell you from the start so you can get the whole picture.

Two months ago (Nov 2014) I called Brighthouse who arranged a repair of my washing machine as it stopped spinning and gave me a temporary replacement to use. I wasn't that happy as they failed to turn up on two occasions over a two week period and third time lucky I received their replacement and they took the repair after me having to use spend money using a launderette while waiting for them which cost me £30.
Anyway they didn't call me, I called them two weeks ago just after new year asking is my washing machine fixed and they said yes it came back a couple of weeks ago... I asked why didn't no one contact me?? I didn't really get a good enough reply, but I was just happy they were arranging for delivery of my washer that's all that mattered.

It sounds laughable but again they failed to show on 7th January with my washing machine after the shop telling me I need to wait in all day which I did but with not even a phone call to say they cannot deliver or needed to cancel I called the store that evening and they apologised and rescheduled for me for today - 14th January 2015.:|

So two guys turn up today, and take out the loan washer and was about to install mine... when I realise that's not my washing machine ::???:
I know what cosmetic state my washing machine was in...a very very good state but there was little scuffs on mine so I can tell the difference. the one they are trying to give me back has deep scratch marks on top and I know and not where I had my scuff marks so I can tell straight away.
I called the shop while the delivery men are here and say that is not my machine, and say I am not that stupid and can immediately see the difference. so the delivery guy takes back out the repaired one and put back the loan machine in my kitchen - in a huff.

As soon as they have left, I am having to clean up all their mess and mud and stuff off my kitchen floor to find deep dents and cuts in my kitchen vinyl floor. Im so mad as I can see the guys still outside my front door but I have my two year old daughter with me which stopped me from storming out my front door to scream abuse at them... thank god I didn't really.:mad2:
Instead I phone the store in tears now to tell them the delivery men had ruined my floor as they must have dragged and scraped the machine across my floor...
I am so upset. Surely washing machines shouldn't actually do this to floor surfaces or are the men just totally incompetent or did the washer have the rubber feet attached to the bottom??
The store told me they can sort this out for me and my washing machine problem but I'm just so worried I am going to get fobbed of in the long run. I don't trust them!
I just moved into this property and I didn't pay for the flooring but I do like to keep things nice and don't expect someone else to come in and cause damage as its a really good flooring as well, so I havent got a reciept for the floor. :-(
Is there anything I can do about this.... What are my legal rights? I mean there is insurance on the washer.
Please let me know. I just want to say I have been paying this washing machine with Brighthouse for two and a half years and never missed one payment ever so I am a good customer and I have nearly paid for the washer now, in which makes me more worried about the situation. And have paid all this brighthouse insurance on the product on it also which i was told was necessary.

But I want to say I will never ever use Brighthouse again when this is paid up and if i didn't HAVE to use them in the first place because of my financial status I certainly would not even have touched the company with a bargepole.

Kindest regards

Shadoe

Firstly, and this is easier said than done, calm yourself before calling or writing. Plan out what you need to say and then make the call.

Secondly, Start putting together evidence as you need it like photo's of any damage caused, notes on what you have been told, when and by who, always get the names of the people you are talking to.

When you have your stuff together, speak to the store manager again and explain the situation and give them a reasonable time to sort it out (again, i know this is frustrating). If this is not met, ask to speak to the Regional manager or call their customer services line and make a formal complaint about the service, this generally moves things along as no store manager wants pressure from his regional manager and no regional manager wants hassle from a customer because of his managers inaction.