New windows

Bazil68

We had a company come out to give us a quote for new windows. The salesperson went through their presentation and showed us their sample casement window and all the features of the window. The company manufactured their own windows therefor they would be a bespoke fit to our property and that we would not see expanding foam used to ‘make them fit’. They had their own fitters that meant we could get our windows manufactured and installed within 8 weeks. They also offered a 10 year insurance backed guarantee.

After seeing the sample and all it’s features along with them being custom made to our property etc we decided that we would go ahead with purchasing our windows and doors with them. The surveyor came out to measure up and off they went to be manufactured. 

8 weeks later our windows are ready to be installed and 2 fitters arrive on site. The fitters come in an unmarked van with no company uniforms. The fitters then explained that they are subcontractors. After coming home from work to see some old windows have been removed and new ones installed to see large gaps around the window frames with excessive amounts of expanding foam protruding externally from the window (some gaps as large as 30mm we were left feeling disappointed. We contacted the firm first thing the next day to voice our concerns to which we were told we need to let the fitters complete the job as they windows are not finished. 

After day 3 all windows and doors are installed and all the gaps have been covered with a 40mm pvc facing to hide the large external gaps except for one window that has been finished with a bead of silicone around the frame as the window fitted correctly. The pvc trim in my opinion is a bit of a bodge to cover the large gaps of expanding foam. Casting our minds back to the salesperson pitch these do not feel like custom fit windows as they appear too small. We believe the windows have been incorrectly measured. The windows that were also fitted were not the windows that we expected.. as they had none of the features of the sample window we were shown. 

We had someone from the company to come out to voice our concerns but we were not really able to show them our concerns apart from photographs as all the windows had been covered up with pvc trim externally, which we were told is industry standard for finishing windows. The question arose is to why one window seemed to fit perfectly therefore no trim was needed but we were told that it appeared the fitters had been too lazy to complete that window. After removing one of the external trims to show the large gap between the frame and the window reveal externally we were told the there’s nothing wrong with it ? The window accessories that we were expecting to be part of our purchase can be installed retrospectively well at least most of them.

we have insisted on getting an impartial survey done on our windows to either confirm or dismiss our concerns. The company are not FENSA or DGCOS registered. Who can we contact to best help us resolve our issues as we are just going round in circles with the company regarding the size of the windows. 

the_lunatic_is_in_my_head

Can you can add photos to the thread OP?

Bazil68

  You can see from one of the photos the pvc trim they have installed around all windows except one window where a bead of silicone around the frame and the reveal was sufficient (this is how we expected all windows to be finished) 

Bazil68

I did forget to attach the picture of the pvc trim

greyteam1959

Good heavens.
Did the surveyor who measured for the windows actually have a tape measure or did he just guess !

greenface2

The pic from the inside pic 3 shows 2 things . they could have made them a bit bigger by the looks of it. Is there a pic for the whole window from outside of that one  . Next question did they replaster that . That's a hell of a mess on all 4 sides and wondering what it was like before . The pic of the trimmed one . Last pic is a decent finish and they've used insulated expanding foam which is industry standard . the pic before that shows that frame is actually a decent fit . The windows have been replaced back into the back corse of brick and they have to get  in past the rendered sides first before they rattle around once there like a !!!!!! in a sock . If it was my install I would have trimmed up the  one that's silicone to appear all the same . I'm unsure who you could make a complaint to as theyre not unsafe and the regulations maybe in place , (safety glass B.S6262) (- means of escape - egress hinges - trickle vents- locking handles. Doc,Q )If they were certass or fensa reg'd that's all they would look at anyway . The 2 that appear finished are finished . Show me the full outside of the inside one in the pic 

Bazil68

We have just purchased the house so it is undergoing a full renovation, the internal finish around the windows was originally hidden behind the facings so there has been no damage to finish just what was hiding under the facings. We’re not currently living in the property but I can get more pictures tomorrow, unfortunately now all the windows and issues that we feel have been covered with pvc trim. Our view is that the old windows that were replaced finished flush to the external render and had a silicone seal around the frame to the render. What annoys us most is that we have ordered ‘bespoke’ windows and where ensured we would see no foam to make up the gaps “something you would expect from a one man band window fitterthat buys off the shelf” not our words. The external opening is smaller than the internal opening therefor the gaps should not be as wide as they are IMO. 

What we’re looking for is an independent survey, as we’re just going round in circles with the company, have the windows been incorrectly measured for the openings as 1 window appears to fit and the rest appear smaller needing covered up with trim. With the cost of the product and with the finished we were promised we feel short changed. The windows themselves are of great quality no complaints other than what we ordered vs what we got. Is it industry standard to hide gaps with pvc trim externally ? Is it a bodge ?

greenface2

what are the window accessories you were expecting too 

Bazil68

The sample window they showed us had egress hinges, latches and a night mode (which was as though the window popped back slightly to allow airflow but without appearing open. 

Our window came with none of this hardware not even safety latches, so our window could be opened fully externally rendering our windows useless IMO. They have said that egress hinges and safety latches can be added retrospectively which we appreciate however night mode has to be done in the manufacturing stage. We were told these options were add on’s however I argued that the sample window we were shown had all this hardware which was never specified as extra so we believe we were purchasing the product shown to us and we were never given a list of possible additional hardware. 

the_lunatic_is_in_my_head

Thank you for posting the pictures OP. 

What they may be required to do may depend upon what you want.

Generally speaking you can't force a trader to offer a remedy if it's either impossible or disproportionately expensive which may leave you with a final right to reject or a price reduction if the goods do not conform to the contract. 

If the hinges and safety latches can be added that may be a good start.

Regarding the night mode, goods must match the sample but with all things it can be difficult to prove. 

I can't comment on the installation, you could post the photos over on the DIY board:

https://forums.moneysavingexpert.com/categories/in-my-home-includes-diy-moneysaving

for extra comments on how well this has been done.

The trim doesn't look too bad to me, if you was willing to accept this (with them adding trim to all the windows if feasible so it matches) and the hinges and safety latches being fitted you could then (after everything is done) request a part refund for the lack of night mode and the possible poor measurements. 

You could have a third party out to inspect the windows and give you a report on whether the service was carried out with due care and skill which, if in your favour, would give you a better position to pursue a part refund. 

If you wanted the windows ripping out and doing again I think, even if it turned out you was entitled to such, you'll have a bit of a fight on your hands.  

Bazil68

The problem to us is how the salesperson sold their product and services vs what we have received is not the same, we were explicitly told that they do not use expanding foam as all their windows are custom made, so right away seeing excessive amounts of foam being used was a red flag to us (I am aware foam is used internally to seal up smaller gaps to help against draughts. We feel that we were firstly mis-sold as again the sample we were shown and the quality of installation differs and secondly our windows have been incorrectly measured therefor require pvc trim to cover up large gaps between the window frame and the render. More evident in the fact that there’s only one window without this pvc as the window is correctly sized for the opening. 

We have had a few installers comment on the installation to which they have agreed with our concerns however the company are disagreeing claiming that any company who reviews another’s work is going to be biased. Hence why we are trying to look for an independent governing body who can pass impartial judgement.