Appalling customer service from Homebase

Adrian_Pearson

I have picked up on a dispute between my brother, Michael Pearson and Homebase and Barclays because he was basically having a nervous breakdown over the matter.
In a nutshell in Dec 2012 my brother entered into an agreement between Barclays and Homebase to buy a kitchen. The price was £7000 and the agreement was to delay payment till a year had passed after completion of kitchen. The fit up was a nightmare and a year after the signing of the contract the kitchen was still not completed.
My Brother Michael wrote to the Managing Director Paul Loft of Homebase with a copy to Barclays saying the kitchen was not complete and therefore he would not be paying for it till it was. Over the last year and 3 months Michael has battled with both Homebase and Barclays till he became ill and could not face trying to reach some solution any further.
Basically they could not or refused to accept that the original design was flawed and it was never going to work and the Barclays threatened him with ruining his credit standing and saying he would not be able to use any credit or debit card of any kind if he did not pay the money owing which now had risen to over £16,000. They have been taking £300.00 a month out of his account despite the fact that he wrote to them saying the kitchen was not complete.
I started discussions with a manager at Homebase who has instigated a visit to my bothers house by a senior member of the design team and he has issued a report supporting Michael's argument that the design is flawed and severe remedial work is necessary to finish the kitchen. I am still fighting with Homebase to get some amicable agreement but they are being incredibly mean about it.
II do have a complete timeline written up of the whole incident and a letter from the Fitter, a man with 32 years of experience in kitchens together with all supporting correspondence between the parties. These large companies have absolutely no idea what this situation does to "ordinary people" or fail to grasp that people feel ill to think they have an outstanding bill of £16,000 and no-one is prepared to listen to them. This has shocked me particularly after the report from their own fitter that is so damaging.
You and Yours the BBC Radio 4 consumer programme are interested in doing something but need other examples of Homebase and Barclays bad service. Anyone out there with similar experiences.??

peter_the_piper

Not any help really but how did it explode from £7000 to £16000 in 2-3 years?

tykesi

Adrian_Pearson wrote: »

the agreement was to delay payment till a year had passed after completion of kitchen.

This sounds fishy, I can't imagine a credit provider being happy with not being paid until a year after install, sounds like Michael put conditions of his own on payment but work was done so he owed the money!

My Brother Michael wrote to the Managing Director Paul Loft of Homebase with a copy to Barclays saying the kitchen was not complete and therefore he would not be paying for it till it was.

I'm not surprised the credit provider pointed out that there could be an impact on his credit file (not threatening as per OP).

That's what happens when you refuse to pay what you owe to a credit provider.

Sounds like the OP's 'brother' doesn't quite understand how credit works.

Peter_the_Piper - I'd imagine this is what caused it to rocket from £7k - £16k.

Peter333

Adrian_Pearson wrote: »

I have picked up on a dispute between my brother, Michael Pearson and Homebase and Barclays because he was basically having a nervous breakdown over the matter.

Not sure you should be giving your brother's real name on here...

tomtontom

Was this a BNPL deal whereby it was interest free if you paid it off within a year, but if not interest is added from day one? If so the clock normally starts from the date of the credit agreement, not completion, and rates can be 30%+, which would explain how the debt has increased so much.

What was the Homebase response after their senior bod had been out?

sheramber

Your brother should have a copy of the finance agrreement that he signed at the time.

What does it say?

Ectophile

My advice would be to stop "discussing" it with Homebase or Barclays. Then get proper legal advice. Then take proper action to recover the money.

Given that the kitchen was bought on credit, then both Homebase and Barclays can be held liable. You have the choice of taking either of them to court to recover the money.

meer53

I don't understand how you can let 12 months go by before doing something ? Surely the issue was apparent way before the final payment was due ? Whats happened since Dec 2013 ? What has caused the delays ?