dodgy new front door, not yet paid for

rjm2k1

We had a new front door installed earlier this year, the terms said "payment on installation", however within a couple of hours of installation and before payment I noticed there is a fault which means the door will not lock/unlock correctly when the sun is shining.

I immediately informed the company and they came out and agreed there was an issue, someone would come back the next week.

The next week, the owner came out and said there was a bend in the door which was the problem and that there was a manufacturers tolerance of 3mm, which this was greater than and that he would "fight on our behalf with the manufacturer", he also said it could be weeks or months, but it would get sorted and when we asked if he was ok with us not paying until then he said that was fine, though he jokingly then said it wasn't. we have this conversation recorded.

He's been a few more times, each time i provide photos which he says aren't acceptable to the manufacturer, he also keeps increasing the tolerance, first 3mm, then 5mm and possibly even 8mm. we have these on record too

The last time he came, he "straightened the frame", which seems to have involved screwing it so tight to the adjacent panel that the pvc around the screws is visibly pitted and a straight edge nearby is being pulled inwards.

I emailed a number of photographs to them, but no response.

There is a visible gap at the bottom outside where the gasket doesn't meet the door because of trying to work around the fault, which according to him is "ok because i can't feel a draft". never mind rain!

I obtained a bowed door survey guide from the mfr which shows 3mm is the limit and that the photos would have been acceptable, they told me they would have to let the installer know I had contacted them, though I was very clear with them that my contract wasn't with them.

Any guide on where I stand??

I feel like he will keep fobbing me off as though I'm an idiot and he's an expert, but as far as I'm concerned he's made things worse, where an entire new set is needed rather than a door.

As far as I'm concerned, with the audio of him saying payment wasn't an issue plus installation has never been completed, but we want this resolved and I can't see how it will happen now he's damaged the frame.

If we move to another installer, we obviously still need a door until they can take this one out to give back.

chili1496

If it were me i would front him next time he calls and tell him " i have been asking the manufacturer about the issue i have and they say " now what are you going to do because to me it looks like the frame is now Bug*ERed aswell.

rjm2k1

yeah i think it will be something like that, it's been suggested i write to them under the Consumer Rights Act 2015. i think i'll check what my house insurance legal cover says assuming there is some . the main issue, is if we go elsewhere, how we manage the swap so they can take this one back and put it in their skip

vict123

Hi rjm2k1 - I am interested to know if you ever got your door issue resolved.  I had a door installed recently and have the exact same issue.  As soon as the sun shines the door pops out around 3mm (internally and you can hear it do this) at the bottom left at which point, I am unable to lift the handle up to lock the door.  As soon as the door has cooled down, he presto, all back to normal and can finally lock the door.  I was due to pay for the door yesterday but obviously haven't and the company are sending out there fitter to try and resolve the issue.  I would be grateful for information you can provide me with. 

rjm2k1

Hi, no sorry it never got resolved so we have orderer a different door from someone else and the faulty one is going back. Apparently composite doors a pain for the industry because of this and various other issues, of course they don't tell you that when you order one!

DiddyDavies

rjm2k1 said:

Hi, no sorry it never got resolved so we have orderer a different door from someone else and the faulty one is going back. 

When the installers for the new door arrive, make sure that they know exactly what has happened and that the old door must be removed with as little damage as possible as it has to be returned.
The frames are normally just screwed into the surrounding brickwork but if some of the screw heads are damaged through overtightening, they may want to cut the frame so that they can get a pair of pliers onto the screw to remove it.

It's probable that the original installer will simply dispose of the old door but you don't want to give them any reason to come after you for damage to their property.  

rjm2k1

The original is insisting on removal themselves, which is a real pain, but the new is well aware of the situation. I actually offered the original the opportunity to quote for the replacement, but they wouldn't.