the day Zenith ruined my windows!!

surfsister

To continue a previous thread Zenith have totally ruined my windows!!


I had a builder look at my windows and he said that it is the worst he has ever seen. The windows are the wrong sizes (mis-measured) so lots of plastic has been added on the inside and outside to cover this up. So what state is under the plastic who knows?


One window is still cracked (2nd time) but the other cracked one has been replaced.


One window has a trickle vent on the outside but not on the inside and no drilling for it either. So useless.


One biggish window has damage to the surrounding plaster and staining to the painted wall.


He says they need new windows refitted by people who know what they are doing! Good job I didn't pay them!


So I am going to try trading standards!

Furts

My instinct is you will be told your contract is with Zenith and you have to work with them to get the problems corrected.

Your concerns have to be formally recorded, which means a written trail that can be searched backed and audited. Phone calls, text, social media or whatever have to be forbidden. Your mindset has to be this could end up in Court so you have to go about matters from now onwards in a methodical way.

You need to establish who within Zenith is authorised, and empowered, to sort out your problems. This is the person you need to have the written trail with.

You also need to establish where you stand with the builder who looked at your windows. If you have a written report then good, but the next point is will Zenith contest this? If Zenith send out the men in suits to intimidate you then you may be needing something professional, from a professional within the construction industry.

The risk is Zenith will do anything, including outright deceit and lies, to weaken your position.

If you reach the end of your tether with nobody to brainstorm then send me a pm.

FreeBear

Furts wrote: »

You also need to establish where you stand with the builder who looked at your windows. If you have a written report then good, but the next point is will Zenith contest this?

Zenith will contest any negative report of their workmanship. So any survey & report that is conducted needs to be done by a qualified expert to the highest standard. The average builder is unlikely to have the required level of qualifications should this end up in court...

Furts

FreeBear wrote: »

Zenith will contest any negative report of their workmanship. So any survey & report that is conducted needs to be done by a qualified expert to the highest standard. The average builder is unlikely to have the required level of qualifications should this end up in court...

A report will incur a cost so to give Zenith an ample chance once has to be positive. Zenith might say the work is unsatisfactory, they may say that this a statement of the "bleedin obvious".

There are companies who sub contract the measuring up. There are countless companies that sub contract the fitting. This means when problems arise the company is is in a relatively safe position. They are at little financial risk because they withold payment to the fitters and to the "surveyor".

The flip side of this is they can have little interest in disputes because they are in effect a middle man funnelling money and creaming off profit. Disputes are viewed as an irritation and in effect as an issue between the consumer and the salesperson, or the consumer and the surveyor, or the consumer and the fitters.

OP has to give Zenith a fair hearing here.

surfsister

thanks all so helpful. The zenith installation manager called today with fitter and tried to fit the replacement unit which I refused.


Then they looked around and admitted it was a very bad job! They listed what needs to be done and tried to get me to sign it. I acknowledged it but refused to sign in case I need to go further. Now not certain what to do next.

FreeBear

surfsister wrote: »

Then they looked around and admitted it was a very bad job! They listed what needs to be done and tried to get me to sign it. I acknowledged it but refused to sign in case I need to go further. Now not certain what to do next.

You need to give them opportunity to fix the issues to your satisfaction. Alternatively, get them to agree to engaging a third party to make good on the job at no expense to your self.

If Zenith refuse either option, then you can look at going down the legal route.

Furts

Much like FreeBear with my thoughts.


1, no way will Zenith allow a third party to sort your windows - think money going out of Zenith accounts (hits profits) and the embarrassment factor (others see how bad they are)
2, write to Zenith quoting everything said - if this was "the worst job ever" or such like then quote this and who said what
3, do not sign anything - you have not! This will be Zenith attempting to stitch you up. Which suggests they still cannot be trusted
4.Why? Zenith will know what is wrong but will not tell you. So they will produce a list of trivials, or superficials. and get you to focus on this. All round sales and after sevice misleading!
5, tell Zenith they must fix everything to accepted good practice, Buildings Regulations and manufacturers technical data, and manufacturers guidance sheets for surveying and installation
6, inform Zenith once everything is completed you will commission an independent report. The cost of this will be deducted from their invoice. (No harm trying this!)
7, pending the outcome of the report payment of outstanding money will be considered. An element of this will be on credit card
8, if new windows are required then Zenith must manufacture and install them. There is no point them continuing to bodge when all will be revealed by the inspection. So they must start now to work with you to get a speedy resolution
9, Find out where your written trail should go. I suggest finding the relevant name and title at Head Office, writing "complaint" as the heading and giving a time frame of seven days to respond fully.

surfsister

thanks both all very useful!

baldelectrician

If you have paid nothing then you are at an advantage- especially if you have a credit agreement (then both the credit company and Zenith are liable )


If you do not have a credit agreement then I would suggest you pay £101 on credit card - this gives you Section 75 protection.

Furts

surfsister wrote: »

thanks both all very useful!

Come back to us all on Zenith's mindset. or requirements. You had an issue, or discussion, on trickle vents. How did this come about? What age is your home? Did you previously have trickle vents? Do you want trickle vents?

Then how many windows are in dispute, plus how many are in your home relative to this?

surfsister

so far have paid £199 deposit which they afterwards said was admin fee and when I complained they promised to refund it but have not despite it being written on the paperwork. After numerous emails all ignored a phone call (no paper trail) resulted in being told to knock it off the final payment. I had also paid £700 on credit card luckily but they are pushing for final payment by cheque!


I have 8 windows (1960's bungalow) and most are in dispute due to the huge amount of ugly non-symmetrical mouldings around all windows and who knows what is underneath as they cut masonry.


re: trickle vent (they said it was a requirement as 3 are non-opening) but when they had gone after the second day I noticed a trickle vent outside but not inside.


This came about after a builder looked at the double glazing and was horrified especially when I said they had broken 3 sealed units!! Another double glazing firm looked and said if they broke on fitting they must have not been measured accurately. They did not measure with an electronic device as promised but one man with a tape measure - he even refused my offer of holding one end! I did wonder how he could possibly measure accurately. They also did not use the special Zenith fitting clips agreed but drilled through instead, just as the old windows had been fitted which the fitter said was not good, until he said he could not use the clips!


Zenith fitting manager returned to supposedly note faults, but came with a fitter and tried to replace the cracked unit which I refused. They try and make you feel you are being trouble! He noted several faults and tried to get me to sign which I again refused. I even heard one say to the other it was shocking when I was round the corner!! I also had a witness luckily.