Faulty door - what am I entitled to?

Melanie1972

Please don't guess the answer folks, please only comment if you know the right answer.

After a couple of break ins, we decided to go for a new composite front door, along with traceable keys back in Spring 2018.  We've had nothing but trouble, not limited to:
1. Door not originally installed correctly so slugs were getting in through the gaps
2. Door handle not returning to horizontal, meaning that unless you forcibly push the handle up after shutting the door then the door just comes open
3.  Lock malfunction meaning that we've had to have it replaced about 3 times.

It's a Solidor and we paid £1500 so it's not a cheap make.  We paid extra for traceable keys which we haven't been able to take advantage of yet on account of the many times the lock has been replaces (it's a fob that fits over the key and is linked to the key serial number).  We complained that much that a Solidor surveyor came out, did some fixes, said it was fit for purpose but admitted that the fitters had drilled some holes incorrectly and that was probably the cause of some of the issues regarding the lock/handle.

I haven't followed this up for a few months due to a family bereavement and work commitments etc, but I've just sent the company an email this week saying the same problems have come back and I'm now rejecting the goods.  I've asked for:
1. A new replacement door (exact same spec), or if they don't want to do it themselves, for us to get a same standard/spec product from a competitor and they can foot the bill.
2. Compensation for the amount of time (6 half days so far) in total that we have had to take off work for 'fixes' (and the Solidor surveyor).  I work as a temp so I don't get paid if I'm at home watching over workmen.  Even if I had a permanent role it's still unfair for a company to expect us to give up numerous amounts of holiday for their incompetence, when we need it for other things.

The company have responded today saying that we're not entitled to a replacement, and that they will come and fix the door and that they will not pay any compensation as it's not in their T&Cs.  The door has certain elements on a 5 year guarantee and some on a 10 year.

I think I'm well within my rights to reject, given that the faults have been ongoing right from the start and despite 6 visits, still remain.  At this stage I might even be entitled to a refund of what I paid PLUS keeping the door (although I don't give one actually, I just want the door replacing FGS for one that fully functions so I can decorate lol).  Can anyone confirm this?

I think realistically speaking, I should be entitled to compensation for the time spent.  I know there have been no damages as such e.g. damage to property etc, but it's grossly unfair that the company are trying to pin us down to repair after repair and expecting us to foot the bill out of our pockets/holiday allowance.  Does anyone know whether time is realistically claimable?  Speaking from a money claims online type perspective I mean.

Anyone had this sort of situation and won/lost?  What happened?

-taff

You're not entitled to compesation for anything except an actual monetary loss incurred if you're going down the MCOL route.

{same thing has happened to my outlaws, they're going down the MCOL route now. Theirs was a well known company who used a fitter who managed to install the doorframe twisted, gaps etc, doesn't close without a good push.....

Melanie1972

-taff said:

You're not entitled to compesation for anything except an actual monetary loss incurred if you're going down the MCOL route.

{same thing has happened to my outlaws, they're going down the MCOL route now. Theirs was a well known company who used a fitter who managed to install the doorframe twisted, gaps etc, doesn't close without a good push.....

Thanks for the info.  I am a contractor and charge a daily rate wherever I work, so these times that I have had to take off work are actual losses, although I have actually under estimated the value and amount of time when writing to them. 
Can I ask who it was by the way?  Not Martindales by any chance?

shinytop

Not a door but other substandard work.  I got a report done by a qualified person that showed the work was substandard and went to small claims and got all my money back.  Your could try that but you've left it a long time - nearly a year.  Why do you want a new door? - it sounds like the door is fine; it's the fitting and locks that are the problem.  You have no chance of getting compensation for lost wages.   

Melanie1972

shinytop said:

Not a door but other substandard work.  I got a report done by a qualified person that showed the work was substandard and went to small claims and got all my money back.  Your could try that but you've left it a long time - nearly a year.  Why do you want a new door? - it sounds like the door is fine; it's the fitting and locks that are the problem.  You have no chance of getting compensation for lost wages.   

Not wanting to sound disrespectful but it had a little to do with a) giving the surveyor fixes a bit of time to see if they failed (they did), my Mum dying and me working 13 hour days.