New build home optional extras - payment duplication

evans439

Hi all,

When purchasing some optional extras for our new build home back in January, the sales representative processed a payment twice. The payment was for £2,598. Not a small amount for anyone, let alone first time buyers. I informed them as soon as I realised and was told a refund would be processed as soon as possible. After 3 weeks and numerous phone calls I had got nowhere with the sales rep, or customer services so I managed to speak to the regional Operations Director which seemed to kick things into gear. The refund was finally processed after 4 weeks.

Having this money missing from my accounts for 4 weeks meant I had to juggle my finances to avoid bank charges. I pulled money from savings accounts to cover the balance and missed out on interest, albeit a small amount. I remained amicable and polite all the way through this process in the hope that we could save some money during our purchase.

The developers offered nothing in the way of compensation for the inconvenience, but I had hoped they would be more lenient on pricing when we came to choose our flooring options. I tried to get kitchen flooring for free and asked if they would match a local fitters price for a £200 saving. The answer to both was no.

I am wondering if I have any rights in a situation like this?

Aylesbury_Duck

evans439 wrote: »

Hi all,

When purchasing some optional extras for our new build home back in January, the sales representative processed a payment twice. The payment was for £2,598. Not a small amount for anyone, let alone first time buyers. I informed them as soon as I realised and was told a refund would be processed as soon as possible. After 3 weeks and numerous phone calls I had got nowhere with the sales rep, or customer services so I managed to speak to the regional Operations Director which seemed to kick things into gear. The refund was finally processed after 4 weeks.

Having this money missing from my accounts for 4 weeks meant I had to juggle my finances to avoid bank charges. I pulled money from savings accounts to cover the balance and missed out on interest, albeit a small amount. I remained amicable and polite all the way through this process in the hope that we could save some money during our purchase.

The developers offered nothing in the way of compensation for the inconvenience, but I had hoped they would be more lenient on pricing when we came to choose our flooring options. I tried to get kitchen flooring for free and asked if they would match a local fitters price for a £200 saving. The answer to both was no.

I am wondering if I have any rights in a situation like this?

Yes, you have a right to quantify your losses and ask them to compensate you. Work out what interest you lost, plus what the phone calls cost you and ask them to compensate you for that amount.

unholyangel

If they charged you, I presume this was a card of some sort?

If so, its not much help now but for future.....raise a chargeback with your bank instead. Funds will be instantly re-credited. Although they will give you a warning that if the trader successfully defends the charge, they will be debited again.

Then (as a courtesy rather than necessity) message the trader and let them know what you've done and why (you couldn't afford to wait on them processing a refund for funds they never had authorisation to take in the first place).