Double glazing customer service

Username12345

Less than 2 weeks ago I had double glazing installed.
I had paid a deposit of just over £1300 of a £6400 total cost
The installers made a number of rather inappropriate and misogynistic suggestions on their arrival. Which took me back slighty. When I left I could hear them swearing at each other on top of the scaffolding from the second floor flat.

These issues in themselves are not alarming as such.
However I arrived home later to find them gone leaving a bit of a mess.
They had also left an extremely offensive word written in my children's fridge magnets across the fridge.Bear in mind I have three children, two of which are very good at reading.

The next day the installers came back to finish off and actually admitted to the word left and to advise that they had also broken a light in my daughters room.on closer inspection they had left large pieces of glass on the floor, bed and a chair.

I contacted the head office and they apologised
They have since provided a written warning to the installers and have made an offer of £30 as compensation. They are now hounding me for the rest of the money.

I am slightly disgusted with the response.
Do you think this is reasonable and what would you do?

Takeaway_Addict

Username12345 wrote: »

Less than 2 weeks ago I had double glazing installed.
I had paid a deposit of just over £1300 of a £6400 total cost
The installers made a number of rather inappropriate and misogynistic suggestions on their arrival. Which took me back slighty. When I left I could hear them swearing at each other on top of the scaffolding from the second floor flat.

These issues in themselves are not alarming as such.
However I arrived home later to find them gone leaving a bit of a mess.
They had also left an extremely offensive word written in my children's fridge magnets across the fridge.Bear in mind I have three children, two of which are very good at reading.

The next day the installers came back to finish off and actually admitted to the word left and to advise that they had also broken a light in my daughters room.on closer inspection they had left large pieces of glass on the floor, bed and a chair.

I contacted the head office and they apologised
They have since provided a written warning to the installers and have made an offer of £30 as compensation. They are now hounding me for the rest of the money.

I am slightly disgusted with the response.
Do you think this is reasonable and what would you do?

Did you tell them what you actually wanted?

Fosterdog

Is £30 enough to replace the light that they broke?

They have completed the job so you owe the money, after the cost of the light any other compensation is purely goodwill and not something you are actually entitled to.

If you don’t think it’s enough ask for more (best to ask for a set amount say £50 than just saying you want more) but be aware they could revoke their previous offer altoghether.

Username12345

We haven't asked for anything. However I did expect more than the cost of a replacement light. The language used was vile... Next level offensive. It was not a minor swear word. The installer also suggested he'd watch me through the window having a shower. I am deeply offended and feel that they have treated me and my home with a complete lack of respect. I have voiced my upset to the company, who agreed that the comments and word written were shocking.
I therefore expected some sort compensation as the level of service was abysmal. I believe I should not have to pay for the lack of service provided

pinkshoes

Username12345 wrote: »

We haven't asked for anything. However I did expect more than the cost of a replacement light. The language used was vile... Next level offensive. It was not a minor swear word. The installer also suggested he'd watch me through the window having a shower. I am deeply offended and feel that they have treated me and my home with a complete lack of respect. I have voiced my upset to the company, who agreed that the comments and word written were shocking.
I therefore expected some sort compensation as the level of service was abysmal. I believe I should not have to pay for the lack of service provided

I would ask for the cost of the broken lamp, your time getting a replacement as well as your time clearing up their broken glass (at say £20/hour rate).

I would then insist on a hand WRITTEN apology, and a relevant level of discipline taken against the individual.

lincroft1710

They were there to install windows. Did they install the windows timely and correctly? If yes then they have done the job for which the company should be paid. But if they left a mess or caused damage then you should be recompensed for this.

However it is very difficult to put a price on churlish and offensive behaviour.

Fosterdog

pinkshoes wrote: »

I would ask for the cost of the broken lamp, your time getting a replacement as well as your time clearing up their broken glass (at say £20/hour rate).

I would then insist on a hand WRITTEN apology, and a relevant level of discipline taken against the individual.

While I agree the apology is due and their behaviour sounds abhorrent they cannot INSIST on a written apology, there is no law to say that they have to be apologised to at all let alone a written apology. Asking for one is fine but insisting is pointless. Same with the discipline against the employee/s that is entirely up to the company how they want to deal with it, OP has no right to insist that they are disciplined.

dj1471

You have no legal entitlement to anything based on the behaviour of the installers, for this you are reliant on the goodwill (or not) of the trader.

However under the Consumer Rights Act you are entitled to ask for a reduction in the purchase price if a service is not carried out "with reasonable care and skill". Given that damage was caused I'd say you have a reasonable case. Unfortunately the legislation doesn't define what the refund should be, it's for you to negotiate with the trader.

This is in addition to the trader's liability for the actual cost of repairing the damage caused.

As others have suggested you need to decide how much you want and ask for this - in writing and quoting the CRA.

bris

Grow a thicker skin and move on.

Username12345

That's a rather narrow minded view point bris... I am not sure anyone should have to be subjected to misogynistic and sexually explicit behaviour in their own home, whether they did a good job at installing my windows or not.

Username12345

It looks like a company can get away with treating their customers any way they like with little repercussions. It is slightly shocking that consumer law doesn't have anything to protect a customer from poor and offensive service