What next?

Rlsjjrj

Hello and thank you in advance

We have been following the complaints procedure for a company with no joy. 

The company weren't initially aware they had one on their website. We had to send them a copy.

We have involved CAB who involved trading standards and also used Check a trade to try and resolve the issues we have raised.

We are 2 months down the line and the company still haven't corrected the issues we have raised and have stopped responding. The responses we had were rude, sacarastic, unhelpful and not from the person we had complained to and they do not form part of their complaints procedure. We have never had a response from the person who is listed on their website that deals with complaints. They also haven't responded to Check a trade or trading standards to the best of our knowledge.

I paid a deposit before installation and were given an invoice on completion of installation for the remaining balance. As yet I've not paid the remaining balance, I'm happy to pay some but feel I can with hold the amount for the issues we need rectifying. 

However I do not have their bank details as it was expected that I ring up and pay over the phone as I did with the deposit. I don't feel I can trust them to only take the amount I'm willing to pay over the phone and would rather have everything in writing than verbal or in person.

Do I continue to with hold the full remaining amount?

Do I get another company in to rectify the issues?

Or do I continue to wait for the company to finally respond to our complaint? We have given them a time frame which has been and gone.

*edit*
It's a composite front door, not as described and damaged/faulty. 
We weren't shown the door prior to having our previous removed. School boy error on our behalf but we did raise our complaint as soon as we saw the door whilst being installed. We are happy with the fitting.
Cost £1500

Many thanks again

Browntoa

What are you buying

What is the issue with it ? 

What is the amount

Long block of text , no actual details

Grumpy_chap

Rlsjjrj said:

Hello and thank you in advance

We have been following the complaints procedure for a company with no joy. 

The company weren't initially aware they had one on their website. We had to send them a copy.

We have involved CAB who involved trading standards and also used Check a trade to try and resolve the issues we have raised.

We are 2 months down the line and the company still haven't corrected the issues we have raised and have stopped responding. The responses we had were rude, sacarastic, unhelpful and not from the person we had complained to and they do not form part of their complaints procedure. We have never had a response from the person who is listed on their website that deals with complaints. They also haven't responded to Check a trade or trading standards to the best of our knowledge.

I paid a deposit before installation and were given an invoice on completion of installation for the remaining balance. As yet I've not paid the remaining balance, I'm happy to pay some but feel I can with hold the amount for the issues we need rectifying. 

However I do not have their bank details as it was expected that I ring up and pay over the phone as I did with the deposit. I don't feel I can trust them to only take the amount I'm willing to pay over the phone and would rather have everything in writing than verbal or in person.

Do I continue to with hold the full remaining amount?

Do I get another company in to rectify the issues?

Or do I continue to wait for the company to finally respond to our complaint? We have given them a time frame which has been and gone.

Many thanks again

You will need to share some information about what the service is you are buying and why you have a complaint to allow people to provide helpful suggestions for your next moves.

Rlsjjrj

Post edited, hope that gives the information needed

MattMattMattUK

Rlsjjrj said:

*edit*
It's a composite front door, not as described and damaged/faulty. 
We weren't shown the door prior to having our previous removed. School boy error on our behalf but we did raise our complaint as soon as we saw the door whilst being installed. We are happy with the fitting.
Cost £1500

For clarity, when you say not as described, can you give a bit more detail, did you order one style and get a totally different style, was it a different colour? eg. did you ask for duck egg white and you received goose egg white, or did you ask for brilliant white and got obsidian black? Does what was installed match what was on the quote/order?

What is the damage/fault? Would it be easily rectifiable eg. damaged rubber seal, or is it fundamental eg cracked door itself?

Are you willing to compromise, eg if the door was reduced by 10%, 20%, would you agree to keep the door with any damage rectified? 

pbartlett

Just to answer one of your questions - it you do decide to hold back some of the remaining payment, do not pay the rest by giving them your payment card details because, as you say, they may take the whole lot regardless. Pay by cheque, or faster payments into their account.

But as above - you need to be clear with what you want and communicate that the the supplier. Do you want a reduction and if so how much? Or do you want the faulty door removed and replaced (bearing in mind if you ask for this option and if they got stroppy they could agree, turn up, remove the door and then walk away leaving you with no door at all and keeping the money you have already paid)

Rlsjjrj

Thank you, the glazing casket frame was meant to be white it is silver and they are refusing to rectify this. 
The letter box and handle should match but one is shiny smooth black with scratches (damaged) on it and the other is textured mat black. 
We tried verbally over the phone to request a reduction in price as they are unwilling to correct the casket colour and where verbally unpleasant towards me I have since requested all correspondence in writing.  They did agree to change the handle and letter box initially at my expense and suggested later on they would change this as a gesture of good will. However 2 months down the line we still have had no new handle or letter box and still no compromise on cost to rectify the casket colour.