Should pricing be transparent?

overload99

We recently ordered a new bathroom and on the order form the price was broken down into Product Price, Installation Price and Total Price. The salesman told us we would need to pay for tiling and flooring on top but didn't mention any other additional costs so when the installation team sent me an invoice for an additional £2000, I was in shock. Apparently the Installation Price on the order was for the basics (which still came to £1900) and the £2000 is for specialist works which includes plumbing, electrics, plastering and tiling. Given the nature of the job (a bathroom installation) I would have thought that plumbing, electrics, plastering and tiling 'were' the basics but apparently not. The issue I have is that the pricing was really misleading and we are now expected to pay the extra £2000 we weren't expecting. Are big companies allowed to give misleading pricing information and are there any consumer laws that protect against this?Thanks.

unholyangel

Yes, consumer contract regulations. Before you are bound by the contract they must tell you the total price, inclusive of any taxes and if that isn't possible then they must tell you how the price will be calculated.


Are you saying you've agreed a contract and they are now trying to inflate the price? Or is this still just a quote?

overload99

That's where it's tricky. On the order is states a 'Total Product and Installation Price' but it doesn't specify what the installation price includes. On the following page there is a 'price guide' for installation specialist works. It's very misleading and like I said, the salesman told us we would need to pay for tiling and flooring on top but didn't mention any other additional costs. I feel like he really deceived us.

DoaM

Is the job complete?

unholyangel

ruthieb77 wrote: »

That's where it's tricky. On the order is states a 'Total Product and Installation Price' but it doesn't specify what the installation price includes. On the following page there is a 'price guide' for installation specialist works. It's very misleading and like I said, the salesman told us we would need to pay for tiling and flooring on top but didn't mention any other additional costs. I feel like he really deceived us.

I would expect "total product and installation price" to be the sum of the cost of the goods and the costs of installing those goods. ie to cover all costs required for installing them and not to be charged for plumbing/wiring in addition.

As I asked though, what stage are you at? Have you already entered the contract? Have you paid them any money so far (and if so, was it cash, bank transfer, card etc)? Was finance involved at all?

shaun_from_Africa

I can understand plastering and tiling to be classed as specialist work but certainly not plumbing and electrics.
A bathroom without any plumbing can't be used at all and without electrics could only be safely used some of the time so I would expect these two to be part of the basic installation.

overload99

Yes, the job is complete. I have paid the installation guys direct by bank transfer. The 'Total Product and Installation Price' is on a credit agreement with the shop.

unholyangel

ruthieb77 wrote: »

Yes, the job is complete. I have paid the installation guys direct by bank transfer. The 'Total Product and Installation Price' is on a credit agreement with the shop.

Is the finance underwritten by any other company or was it the same company who provided the goods/installation?

Even if "bathrooms4U ltd" provided the goods and "bathrooms4u finance ltd" provided the credit then you should be able to first make a complaint to the finance company and if they don't respond in a satisfactory manner (or 8 weeks pass without them giving you a response), then you can pass the complaint to the financial ombudsman and go through their complaint process.

overload99

The finance is by Hitachi, so a different company. Does that make a difference?

unholyangel

ruthieb77 wrote: »

The finance is by Hitachi, so a different company. Does that make a difference?

Yes it means you are covered by section 75 of the consumer credit act - which makes the creditor jointly & severally liable for performance of the contract (and any problems that arise from the contract). Basically if you would have a claim against the trader, you have the exact same claim against the creditor.

Section 75 (along with the subsequent complaint to financial ombudsman if the creditor reject your claim) gives you access to 2 possible avenues of redress you wouldn't have otherwise had - and neither of them will cost you anything except a little time & effort.

overload99

Thank you so much for that. Can you recommend any websites for further information?