Useless plumbing company

[Deleted User]

We've recently had new pipework and new radiators fitted. On the initial email the company informed us that the radiators would cost around £3,000. But they weren't in stock and so we opted for ones that came to £2,028.67 (I know the exact price as I added them into a basket online to check they were all in stock). Even though they ordered from the same website I priced them from, they're still adamant the original quote is correct? Just to add insult to injury, they're also useless. We've had them out four times for various leaks, the most recent one has involved me coming home to a flooded kitchen this afternoon. So we're left worrying about what is going to leak next and feeling begrudged to pay the full invoice amount. After speaking to them about this latest 'incident', they've knocked £99 off the bill as a gesture of goodwill....which I find quite insulting. I have absolutely no idea what to do and would really appreciate any advice. Thank you

Risteard

You are not entitled to purchase goods at the price the seller has bought them at.

Would you go into Tesco and complain that they have made a profit on the goods?

Simple business means that you sell goods/services for MORE than the cost to you.

[Deleted User]

Thank you for explaining simple business to me. 
So if a bag of apples is labelled up at a set price of X amount. But the bag of apples I pick has 32% less apples in it, do I still pay for the full price or do I get a proportional discount that takes this change in to account?

Risteard

The fact is both sets of radiators may have been at a similar cost to the company. In fact it's possible that they made less on the alternative ones. You can't assume that because you have found it at whatever price that this tells you anything about the cost in relation to the original choice.

They are entitled to mark up the sale. When a customer decided he was entitled to a cost price which I had never quoted him I immediately notified him that I would be commencing legal proceedings against him.

[Deleted User]

I haven't "found it at whatever price", I know the exact cost and the specific websites from which they ordered from. The exact cost of the original radiators (£3,012.78) and "the cost in relation to the original choice" is a reduction of £984.11. I didn't include exact prices before as I would be mortified if they saw this post. I thought this forum was a safe environment for honest advice. These prices are also without taking into account their trade discount. I don't want to get prosecuted and I haven't randomly decided I am entitled to a discount. I do however believe in "simple business" ethics and don't want to be treated like a mug.
I have also noticed you haven't commented on the problems I have had since installation. I have ruined floorboards, a ceiling that needs taking down, soggy kickboards in my kitchen... Not to mention the time and stress having to keep calling (saying 'this has gone wrong now) and then waiting in for someone to turn up. Believe it or not, I actually hate complaining. I am a typical Brit who says their meal is fine and apologises when someone bumps into me. This whole experience has left me feeling sick to my stomach and unsure of what to do about it all. Hence posting on this forum.

Risteard

hay3 said:

I haven't "found it at whatever price", I know the exact cost and the specific websites from which they ordered from. The exact cost of the original radiators (£3,012.78) and "the cost in relation to the original choice" is a reduction of £984.11. I didn't include exact prices before as I would be mortified if they saw this post. I thought this forum was a safe environment for honest advice. These prices are also without taking into account their trade discount. I don't want to get prosecuted and I haven't randomly decided I am entitled to a discount. I do however believe in "simple business" ethics and don't want to be treated like a mug.
I have also noticed you haven't commented on the problems I have had since installation. I have ruined floorboards, a ceiling that needs taking down, soggy kickboards in my kitchen... Not to mention the time and stress having to keep calling (saying 'this has gone wrong now) and then waiting in for someone to turn up. Believe it or not, I actually hate complaining. I am a typical Brit who says their meal is fine and apologises when someone bumps into me. This whole experience has left me feeling sick to my stomach and unsure of what to do about it all. Hence posting on this forum.

No, you aren't getting the point.

The price they can buy them at (from wherever) is wholly irrelevant to what the sale price is to you. It is irrelevant what price this company is selling them to you or them at. All that is relevant is what price the plumbing contractor is selling them to you at. You are purchasing from them and not from any third party.

The law is very clear on this too. Your contract is with the vendor and not any third party. Forget what price they might sell to you at - it's hasn't the slightest relevance to you purchasing it from a plumber.

[Deleted User]

So it's fair for the initial invoice to say £3,012.78 and for the most recent invoice to still say £3,012.78????

Risteard

hay3 said:

So it's fair for the initial invoice to say £3,012.78 and for the most recent invoice to still say £3,012.78????

You don't know what their markup was on the initial set of radiators. Who's to say that they are making more on the new set? They may be making less. You have no idea what they bought the first set for (or for that matter the second set - you just have a quote as to what you could have bought it for from the supplier, which is wholly irrelevant. You WERE NOT PURCHASING FROM THAT SUPPLIER.) You were purchasing from the plumber. Their supplier's price to them is none of your business and of no consequence. Are you actually completely incapable of understanding this?

bpj

Do you have any formal quotes? What exactly do they say? Do they allow for a specific brand of radiator? How did the discussion go when the radiators were changed?

Have you ended up with the same number, size, and style of radiator? If so, it seems very possible that the cost to your plumber is the same for each, but that one brand advertises a higher price to the general public. In which case they will have built the markup into their quote. Personally I very much dislike this pricing strategy, especially with such a high markup, but it sounds like it might be what you agreed to. The time to say - "hold on, I can get equivalent radiators nearly £1k cheaper" was before agreeing to the quote really.

The issues you've had with the quality of work are unrelated but certainly worth pursuing.

[Deleted User]

I give up. There is absolutely no point in me posting on here. YOU are clearly incapable of grasping my point. I don't know how I can make the situation I am in any clearer. I get the impression you are taking my complaint personally and am not impressed with how you are attacking me. I have taken legal action since my last post, my solicitor has every single piece of communication I have had with this company (including quotes, invoices and contracts) and agrees that what they have done is in breach of contract. I feel deeply sorry for any customers of yours.

Risteard

Going by the information presented by you here, your solicitor is full of !!!!!!.