Double glazing company keeping my deposit?

Jeepers_Creepers

shesu said:

Less than 14 days later I ask to cancel because I did feel pressured after 3 extremely long hours and a full day at work and I'm being told they will knock a further 1000 off the price or keep my deposit if I don't wish to continue.

They said on the phone that they would keep it for expenses incurred. However if my house was larger and I ordered more windows they would of kept that too? No surveyor has been. I would happily pay an admin fee but keeping a 10% deposit is ridiculous. Meaning if you were having one window done they could keep under 100 or a large house thousands.

I would have considered the lowered price but the company hasn't been great and even mentioned they take negative online reviews to court. Quite threatening in my opinion.

To sum up : Double glazing sales rep come out, after 3hrs took deposit. I cancel before 14 days but policy says 7. Company wants to keep deposit, surveyor has not been. Where do I stand? 

Shesu, has everything been done by phone so far? If so, I think worth backing it up with an email so you have undisputable proof of your request to cancel within the 14 days.

As NSG says, also worth posting this on the Consumer Rights forum.

Have you checked your LegProt yet? If you don't have this, then make a note to add it come renewal! It is exactly for these sorts of issues - you'll be really glad you did.

shesu

Thank you NSG I will move this.

I do have protection apparently.

£50,000 legal expenses for personal injury, employment, residential or consumer disputes!!! 

bob_a_builder

As J_C says -- Put your cancellation in,  in writing immediately !  - Email should do
hopefully still in 14 day limit

twopenny

"As J_C says -- Put your cancellation in,  in writing immediately !  - Email should do

hopefully still in 14 day limit "

Thirded............I think I said that but it's worth repeating

shesu

I requested on the phone he followed up in email saying confirm I willing to lose my deposit which I'm not. But it says ref cancellation request on it.

They haven't got back to me after I said i want a copy of the complaints procedure and I'd rather settle it with the company than post negative online comments, which I would they are very damaging but I can't let someone else go through this. 

FreeBear

shesu said: and I'd rather settle it with first home improvements than post negative online comments

Good grief, not that bunch of [redacted]. They regularly knock on my door trying to get business. Not very bright door knockers - Had one banging on the door whilst I had a contractor on site fitting a new bay window. After giving him a flea in the ear, suggested he used his eyes and a bit of common sense.

They are from the same mold as Anglian Windows, so no surprise they use the same sales tactics.

shesu

**UPDATE**

So after sending another email and no reply I went from advice sought from the Citizens advice bureau. 

As I suspected for any bespoke product you are NOT given 14 days regardless of if it was at your home or not. 7 days is all they legally have to give you, if yo sign in a shop and agree to start early I believe your rights are even less or non existent. 

After not receiving a reply from my second email I sent a signed for letter asking for my deposit to be refunded, my finance to be refunded and most importantly my contract to be cancelled under the contract amendment regulations 2014 as I felt extremely pressured to sign. And a copy of their complaints procedure. AND I claimed under section 75 on my credit card yesterday. 

They could of still fought this and I would have had to go through an ADR and then if no good a small claims court and still potentially lost. 

*ACTUAL UPDATE NOT JUST RAMBLINGS*

I got an email today to say my finance had been cancelled from the loan company. Not long after an email from the double glazing company(a different person) saying sorry for the delay I have cancelled the loan and there is a copy of the complaints procedure.

Great but you didn't mention my 640 pound??

So I emailed back asking about that. She said i will receive my deposit back within 7 days.

Holy swear words. I am so chuffed. 

They could of been really difficult with this.

Thank you for all of your help.

To takeaway if you find yourself in the same position as me needing to cancel after being pressured to sign or you have changed your mind.

-if within 7 days- great! Send a signed for letter dated asking to cancel the contract and any money to be returned under the Consumer rights regulations 2013 (templates on the citizens advice bureau) ask for a reply within a set time frame.
- if later you are in a sticky situation. They legally don't have to cancel and there could be a battle ahead but any good company should help you out. If you felt pressured to sign like myself there is a seperate set of legislation Consumer amendments 2014 (not the full title but a Google will find I'm exhausted from all this!) that if you felt aggressive practices were used and a variety of other things you can still ask to cancel for up to a year i believe. 
-Claim on section 75 on your credit card (I only did this yesterday and haven't got the forms through but it's an extra step to take.
-persevere they won't give up easy.
-Lastly never sign for anything on the day. People are out to get you! 

ashe

I still don't get how they can claim costs for a bespoke product when they haven't measured it? After measuring it then they could surely say they started manufacture