Faulty Rockdoor

trep1

Hi I was wondering if anyone could offer any sound advice.
I ordered 2 rockdoors in 2016 at a total cost of £2600.
I rang rockdoor and they gave me a contact number of a local installer. The marketing material and fitter all refer to the long guarantee of the doors, no stipulations are mentioned. The fitters use rockdoor branded vans etc so look to be rockdoor employees.

Anyway the front door arrived with the fitter with the handle packaged against the door panel causing damage, so this was sent back and remade and my front door has been  fine since 2016.

The rear door was installed at the same time in 2016 and after a year it had warped, I rang rockdoor who again gave me the same local fitters contact number.
He came out took pictures and a replacement was made. So at the end of 2017 this new door was installed.

Now to present time, the same back door has warped again, I rang rockdoor and they told me they have changed the design of the doors, instead of using carbon fibre tubing reinforcement, they now use aluminium due to this issue. The website now refers to the new aluminium being warp free.

Rockdoor gave me the local installers contact number again and he has unfortunately medically retired and no longer in business.

Rockdoor said the guarantee is with the fitter and not the customer, The fitter was happy to put a warranty claim through on my behalf and rockdoor have made a replacement. The issue is I now have no fitter to install the door.
Rockdoor will not help any further and said they will only remake the door.

What can I do? I was never told the fitter held the guarantee and not the customer, My doors are no longer guaranteed as I dont hold the warranty. 
Also why should I have to pay for another fitter when this isn't my fault? 
Can I get a refund? is there anything to push them to pay for a fitter?

The door is currently sat at the factory completed, all emails are having to go through my now retired fitter as Rockdoor don't see me as the customer.

Thanks for any help.

Sandtree

Who did you actually buy the doors from? The Manufacturer or the "local fitter" who's number they gave you? If the fitter, do you recall if he was a sole trader or worked via his own company? Any invoice should tell you (though some dont)

trep1

Sandtree said:

Who did you actually buy the doors from? The Manufacturer or the "local fitter" who's number they gave you? If the fitter, do you recall if he was a sole trader or worked via his own company? Any invoice should tell you (though some dont)

It was a fitter, I believe it was his own company.
I've found out now that rockdoor have approved independent fitters for segmented areas and only sell their doors to these fitters. When I gave my postcode to rockdoor they gave me my area fitter and I paid the fitters company. They are branded as rockdoor fitters, branded vans etc but are self employed fitters.

I understand that Rockdoor use this segmented model as it will offload responsibility to the fitter. 
The issue I have is that I have 2 faulty doors, and was knowingly given a replacement door prone to fail again. If the door was fit for purpose I wouldn't need to have it refitted, does rockdoor not have responsibility for this? Or do I at least have an avenue for refund due to already having a replacement.

Many thanks for your help

Flight3287462

Ask your retired fitter how much he will charge to fit the door or can he recommend someone.  If you play hardball the fitter will just say his business is defunct.

trep1

Hunyani_Flight_825 said:

Ask your retired fitter how much he will charge to fit the door or can he recommend someone.  If you play hardball the fitter will just say his business is defunct.

The fitter is helping regarding getting a replacement door by passing my pictures of the warped door through to Rockdoor as he holds the 10 year guarantee. 
He is unfortunately medically retired so cannot be of any further assistance.

Sandtree

Your statutory rights are against the fitters company then... have you checked on Companies House to see if the company is still in existence?  Warranties are above and beyond statutory rights and warranty givers are free to put whatever limitations on the warranty they want (though cannot override your statutory rights).

How did you pay for the door? If it was by credit card you'd have a right to pursue your rights against the card company but unless you can substantiate that the fitter offered an extended warranty to you then settlement would be based on it being a 4 year old door and can be reduced to reflect the useage you've had from it to date.

sadiemo_2

Hi I bought Rockdoor stable door from double glazing company in Ayrshire in 2017 the day it was fitted the fitter dropped the door and scratched it,when fitted I took a picture and emailed the company which they said they would fix after having the door a week it wouldn't shut properly the company sent someone out they adjusted it but it happened again also when it rained the water was coming in they said that Gap would replace the door so in 2018 they came with new stable door which when it arrived was faulty so they agreed to change the door to a country style door in 2019 that door arrive was fitted only to be warped to I have been on and of with the company since Feb 2020 they have made no apologies and waiting now on a 4th door every one has been warped I am at my wits end with the company as they keep blaming Gap that supply them. Last I heard was November and only because I keep phoning them they never contact me they tell me there waiting on yet another door. I now just want my money back what can I do

Aylesbury_Duck

sadiemo_2 said:

Hi I bought Rockdoor stable door from double glazing company in Ayrshire in 2017 the day it was fitted the fitter dropped the door and scratched it,when fitted I took a picture and emailed the company which they said they would fix after having the door a week it wouldn't shut properly the company sent someone out they adjusted it but it happened again also when it rained the water was coming in they said that Gap would replace the door so in 2018 they came with new stable door which when it arrived was faulty so they agreed to change the door to a country style door in 2019 that door arrive was fitted only to be warped to I have been on and of with the company since Feb 2020 they have made no apologies and waiting now on a 4th door every one has been warped I am at my wits end with the company as they keep blaming Gap that supply them. Last I heard was November and only because I keep phoning them they never contact me they tell me there waiting on yet another door. I now just want my money back what can I do

Best to start your own thread, and break your post into sentences and paragraphs. You'll get more readers and responses that way. 

visidigi

Aylesbury_Duck said:

sadiemo_2 said:

Hi I bought Rockdoor stable door from double glazing company in Ayrshire in 2017 the day it was fitted the fitter dropped the door and scratched it,when fitted I took a picture and emailed the company which they said they would fix after having the door a week it wouldn't shut properly the company sent someone out they adjusted it but it happened again also when it rained the water was coming in they said that Gap would replace the door so in 2018 they came with new stable door which when it arrived was faulty so they agreed to change the door to a country style door in 2019 that door arrive was fitted only to be warped to I have been on and of with the company since Feb 2020 they have made no apologies and waiting now on a 4th door every one has been warped I am at my wits end with the company as they keep blaming Gap that supply them. Last I heard was November and only because I keep phoning them they never contact me they tell me there waiting on yet another door. I now just want my money back what can I do

Best to start your own thread, and break your post into sentences and paragraphs. You'll get more readers and responses that way. 

Click this to start your own thread