Roof insulation - complaint procedure and advice?

AnnieTMac

Hi there, I was wondering if anyone had any help or advice for me please.

We recently had insulated panels made and fitted to our conservatory. The salesman who originally visited us through an arranged visit told us the panels would block out all weather noise (rain, hail) - they do not. He also told us we could mount infrared heating panels (as we have elsewhere in the house - no gas central heating) but the fitters told us upon installation that doing so would invalidate our warranty.

Overall, we feel like we were pressured in to the purchase and subsequent contract / finance agreement to pay for the panels. We have not found them particularly effective, and overall hugely regret what we feel was a purchase made under pressure verging on intimidation by the salesman. 

I phoned CAB who helped mention a few Acts to look in, which I did, and wrote to the company in question. We received a letter back from them acknowledging the letter and points we raised, and said they would keep us updated throughout the process and if it could not be resolved, get back to us within 14 days. The 14 days has well elapsed, and zero communication has been received (email, phone or letter).

As these were 'bespoke' items made to fit our conservatory I don't believe we were entitled to any 'cooling off period', which we received no mention of anyway.

Ultimately, we would never have gone forwards with the purchase had we known that we could not mount a heating panel to them. We were led to believe they would be much more efficient than they are. 

We will have to go back to the company to find out what is going on, since they have failed to contact us themselves, but I'm really unsure where this leaves us in terms of wanting some sort of remuneration. 

If anyone has any advice it would be very gratefully received, thank you.

pbartlett

If you financed the panels on credit, then you are in a strong position in that you could go to the finance company and say the product supplied was not as ordered ie you ordered insulation that would block noise, that you could mount heaters on etc etc. 

Tell the finance company what you want (the items removed? a full refund?) They are jointly liable with the supplier.

AnnieTMac

pbartlett said:

If you financed the panels on credit, then you are in a strong position in that you could go to the finance company and say the product supplied was not as ordered ie you ordered insulation that would block noise, that you could mount heaters on etc etc. 

Tell the finance company what you want (the items removed? a full refund?) They are jointly liable with the supplier.

Thanks for your reply, would it matter that the financial company (Hitachi) was the one set up/ used by the company we've complained to? How would I go about lodging a complaint with Hitachi? 

pbartlett

no it doesn't matter you have rights when buying on credit.


contact Hitachi with your credit agreement details, say you want to.lodge a section 75 claim item supplied not as specified and that you want the items removed and a refund.

google section 75

https://www.financial-ombudsman.org.uk/businesses/complaints-deal/consumer-credit/goods-services-bought-credit

others on here may help

pramsay13

Do you have it in writing that you wanted noise blocked out and / or infrared heating panels mounted?

sheramber

Do the company make any claims in their marketing that they will block noise and you can fit heaters to them?

Or was it just the unwritten word of the salesman?

AnnieTMac

pramsay13 said:

Do you have it in writing that you wanted noise blocked out and / or infrared heating panels mounted?

No, unfortunately not, it was on the word of the salesman...I realise this will probably invalidate our claim, since we cannot prove it  

AnnieTMac

sheramber said:

Do the company make any claims in their marketing that they will block noise and you can fit heaters to them?

Or was it just the unwritten word of the salesman?

The unwritten words of the salesman I'm afraid. I am kicking myself...

pbartlett

salesmen's word forms part of the pre purchase decision - it will just depend if the finance company believe you on the balance of probability

macman

The sales rep was probably a freelance working on commission only, or is no longer with the company. So you're unlikely to get any input from him if it goes to court.
Why did you sign a contract if you were 'intimidated'? You simply had to ask him to leave.

AnnieTMac

macman said:

The sales rep was probably a freelance working on commission only, or is no longer with the company. So you're unlikely to get any input from him if it goes to court.
Why did you sign a contract if you were 'intimidated'? You simply had to ask him to leave.

Hindsight is a wonderful thing, right?