HELP PLEASE for an elderly 80-year old lady

VastiG

Hi there,

I'm desperately trying to help an elderly lady who is so close to a nervous breakdown.  Let me explain her situation:

I met Diana the other week by chance as my husband was doing some renovation work at her neighbour's property.  After having a casual conversation the topic of her conservatory was discussed.  She proceeded to tell me how she received a visit from one of the salesperson/designer from a company, who suggested to her that making changes to her conservatory would be of benefit to her in the winter and summer as her current conservatory wasn't properly insulated.  I have the contract with me and even though she admits having the discussion with him and paying him a deposit of £2,530, she is in an absolute state knowing that she has a balance of £7,773.00 still outstanding.  No work has yet been done on the conservatory, but she is an 80-year old lady who truly is a nervous wreck right now.  She said she felt overwhelmed when the chap spoke to her and felt under pressure to agree to the sale.  Nowhere in the document that I have, has she signed anything, and obviously, she didn't read all the small print on the back of the agreement.  From just speaking to her and seeing how she was shaking and tearful at the time, she proceeded to tell me how she is now on medication for high blood pressure caused by the stress this whole incident has caused her.

Can anyone suggest how I can help this dear lady.  I have written to the company, but they haven't even had the decency to respond to my letter.

I would be so grateful for any help or guidance in this matter!

Many thanks and kindest regards,
Vasti ...

user1977

You haven't really explained the situation - what's the problem? 

JJ_Egan

Likewise OP what Consumer Rights question are you asking .

VastiG

Apologies!!  I wanted to know as a customer, whether there is a way that she would not be expected to pay the outstanding balance, especially since no work has been done to her conservatory and mos of all because she is an elderly lady.  This dear lady just doesn't have the funds, even though she paid a deposit.  I have to say, I am merely going by one side of the story which is her version.  But I promised her that I would do my utmost to help, but don't know what to do anymore?

Aylesbury_Duck

Presumably this is one of those plastic roof companies and the lady has had a change of heart and doesn't want to proceed?

If she wants to back out, we will need some more information - redacted/de-personalised of course.  Can you post the contract or at least its wording?  Also, what were the precise circumstances of the agreement, i.e. was it an unsolicited visit or did she ask them to come?  Did she agree and pay there and then?  How did she pay the deposit?  What dates are involved here?

JJ_Egan

Consumer Rights do not say elderly have special rights ,

My suggest would be local Citizens Advice as we don't know what the contract is or for .

Tell her to pay no more anyway .

kazwookie

What does the contract say about cancelling the contract.

I strongly suggest she pays out NO more money what so ever

Does she have family who have power over health and wealth?

CKhalvashi

If she cancels, she will likely lose the deposit, as she has in effect paid for specific work to be done at a specific time.

How would a salesperson know she has a conservatory, presumably at the rear of the property, if they weren't invited to the property to discuss this?

Are there actually problems with the conservatory?

Are there any other vulnerabilities here such as dementia? If not, why would she sign a contract for £10k-ish if she didn't have the money? I don't get why she'd pay a deposit without having an intention for the contract to go ahead without having the intention to defraud the tradesmen doing the work.

I am trying to work on the basis of how the company likely sees this, however I understand that my thinking may not be the case in reality and these are answers that are needed to be able to see if there's more that can be advised.

Diamandis

She should be able to cancel within 14 days if it was all conducted in her home. When did this happen? Has she asked to cancel at any point?

VastiG

Thank you so much for responding everyone, I am truly grateful!

I have in fact just called Diana to establish whether it was an unsolicited visit and her partner has just told me she cannot discuss this matter at the moment because she is truly on the verge of a nervous breakdown.  He was however able to confirm that:

*  It WAS in fact an unsolicited visit, as they did door-to-door calls. 
*  She agreed to the sale at the moment of their visit and paid the deposit, which was by cheque, however she didn't sign anything.  But I guess that fact that she paid a deposit would suffice as proof of agreement? 
*  This all happened on the 14th of September 2020.

I've attached the contract ...

VastiG

I hope you can read it