Luxair Cooker Hoods use deception and falsify documents to dupe their customers

FMH1977

This is the full version of a request for help I posted in the consumer rights section. I'm so appalled by the behaviour of this company and their refusal to take responsibility towards their customers that I've decided to share the story.

I purchased a ceiling extractor hood for around £700 and was completely happy until the first time I needed the service engineer to visit. I arranged this through Luxair.

When they turned up they damaged the front of my brand new kitchen cabinets and then tried to cover it up. When my wife pointed out the damage that had appeared right next to where they were working and had brought the ladder and heavy tools in, they denied it. They said it could have been an accident and they hadn't noticed.

They had not made any attempt to protect the area to prevent damage from occurring or warn us in anyway that there is any risk and that he needs to bring some heavy tools into the kitchen.

They also left dirty handprints around the extractor on the ceiling. They then filled in part of the job report themselves, ticking all the boxes on our behalf to say no damage was done and we are happy they left everything in perfect order. He then told my wife to sign it without mentioning what he'd done even though he knew we'd already verbally informed him about the damage.

When I later sent in the photos of the damage to ask that Luxair repair it, their services team said we'd already filled out a job report to say there was no damage, which was a huge surprise to us. I explained the situation and that we hadn't filled anything in or agreed to anything. They said we have no right to claim anything now. They also said the engineer denied causing any damage and that we ticked the boxes. However, I had the engineer's number on my phone and called him. He admitted he ticked the boxes and said he never claimed otherwise. He also said he didn't notice causing any damage but can't be 100% sure he didn't do it by accident.

So I reported this all back to the services team, and said that we are completely sure the engineer caused the damage because it appeared right next to him whilst he was there. The damage is on the fridge door which we use every day. We even got milk out during his visit and there was no damage at the time, and then 30 mins later there was. Luxair said that as we didn't actually see him doing it, then we can't make a claim. They also claim that even though he falsified the job reports it still overrides everything else we're saying and testifying to.

At the moment this is how they have left it, despite me repeatedly presenting all of these points to try to resolve things amicably. No apology, no offer to make things right. Anyone can accidentally damage your property, but this is the only company I've ever dealt with that has used deception, misrepresentation of facts and falsification of documents to try to try to trick us out of our right to get the damage repaired.

So if you have a cooker hood from this company and want to book in a service visit, make sure you watch the engineer like a hawk.

sheramber

Why did your wife sign the form without reading it? If she had read it she could have disputed it at the time or refused to sign.

hollydays

quick question.
Did you thoroughly check out this Yorkshire company before ordering?
IE not just choose them because they were cheapest?
I am also aware they didn't fit your cooker hood..have you complained to the fitters?
( op never returns)

FMH1977

@sheramber Yes she should have read it of course. She was told she needs to sign it and she did not realise it had anything to do with her claim for damage.

TadleyBaggie

According to your duplicate thread the company has agreed to make good on the repairs.

FMH1977

Thanks for everyone's comments.
I can confirm that Luxiar did in the end offer to reimburse me for the damage so the matter was resolved to my satisfaction.

jonesMUFCforever

FMH1977 said:

Thanks for everyone's comments.
I can confirm that Luxiar did in the end offer to reimburse me for the damage so the matter was resolved to my satisfaction.

Thank you for that - I've hardly slept for the last 18 months worrying that they would not repair your kitchen!