Badly fitted roof lantern

bjorn_toby_wilde

Dear All,

I ordered a roof lantern from a large regional company which was fitted at the end of June.  I won't go into all the gory details, but the fitters made a complete botch of the fitting, hammering one section out of shape and cutting other parts with a hacksaw because they couldn't get them to fit.  Apparently the lantern was a new make to them (their previous lantern supplier having gone bust) and the fitters clearly hadn't followed the instructions.

I complained about the work by phone later that day after I'd had a good look around and spotted all the problems.  To their credit they got the Production Director out within the week to take a look.  He wasn't happy with the work either (one of the corner sections fell off in his hand when he was inspecting it!) and he promised to make sure it was put right.  I followed up with an email to him the next working day listing all of the issues I'd pointed out and what I'd like done to put them right, namely replace the damaged parts and refit to an acceptable standard.

Since then, unfortunately all I've heard is "we're just waiting for the parts" or "I'm waiting for a date from the fitting team" and now the Production Director has stopped returning my calls, despite me leaving 5 separate messages either at the office or on his mobile over the last fortnight. He is definitely working - I checked.

It's now 6 weeks on from his visit to view the problems and I'm no further forward.  Despite the initial promise, I still don't have a date from them to come and fix the problems. I feel I've given them adequate time, I've been polite and accommodating, but they don't seem to be in a hurry to put things right.

I paid the bill by credit card.  Their terms were 40% deposit, 50% on the day of fitting and a final 10% payment when the customer is completely happy with the work so they have 90% of the money already.  My question is, should I start a Section 75 claim for a partial refund? Is that the right way to go at this stage or should I try a different route?  I have copies of my emails and phone logs to support all the calls I've made to them.

Thanks in advance for any advice.