Faulty front door installed

Mackers12

Hi all, 

During summer we had a front door installed through an online provider. We agreed to pay on completion, but we've been having ongoing issues with the locking mechanism of the front door. The issue is that the effort required to lock unlock the mechanism is MUCH higher than is should be. To the point where I've just about learned how to torque the key and get the door open using the key ring as leverage. My wife however basically can't open the door. 

The company have been understanding and said the invoice wouldn't be chased until the issue was resolved, and agreed the fitter would come and correct. Sadly he broke his leg so it took a long time for him to be able to come and investigate / fix. He tweaked the hinges but said the underlying issue was likely due to the deadbolt though he was unwilling to tamper with that. On the day he came, it was about 28 degrees, so he said the hinge adjustment might be enough but warm weather can create some short term issues with uPVC doors. I messaged him a few days after to say it was still not working and when he would be able to come out again, but no response. 

The company are now chasing for payment - and I was wondering what our rights are. Are we better paying to avoid the risk of potential legal action, and trying to work out the issues after paying? Are we within out rights to continue to refuse to pay until they fix the issue?  Would we be within our rights to get another outfit to repair the issue and take this off the balance? 

Any advice would be appreciated!

Thanks!

MarvinDay

Mackers12 said:

Are we within out rights to continue to refuse to pay until they fix the issue?  Would we be within our rights to get another outfit to repair the issue and take this off the balance? 

Any advice would be appreciated!

Thanks!

My opinion would be yes to the first question (after all, you agreed to pay on completion and until the door has been fitted to an acceptable standard, the job has not been completed) and yes to the second question but only after you have contacted the original installers again and advised them of what you intend doing if they don't fix the problem within a reasonable timescale. 

I would say that writing (make sure that you get a proof of posting and keep a copy of this along with a copy of the letter) and giving them 2 weeks to fix it would be reasonable.

mattyprice4004

Keep on at the company - they arranged the fitting. They'll likely put pressure on the fitter to resolve the issue.