Faulty Carpet Fitting

Knowles0309

Hi, 

First time doing this, and purely looking for advise/assistance, so lets go with trying to explain everything. 

We signed a rental agreement with Pay Weekly Carpets back in March, and need to know where we stand with paying this agreement, when they originally fitted the carpet incorrectly in April, and we have been ever since, trying to get them to come and replace it..  

The fitters came again in May, and highlighted that the carpet was the wrong size, so didn't get sorted then, but we were informed that they had taken correct measurements.  

A different fitter came in June, and double checked the measurements before removing the carpet of his van, only again to be informed that the replacement carpet was still the wrong size.

Today we were due to have the correct carpet fitted, but we have been informed by the fitter, that the carpet that he has been given, the office isn't sure whether it comes in the size (5ft width) to fit our living room, so we are now at a loss, of where we go from here. 

We have paid 2/3 of the payments.

We have raised questions with one of the managers, whose polite response was that as its a rental agreement, we aren't entitled to a refund.

We are now having to re-order another carpet to fit..  

TELLIT01

I've never come across rental agreements for carpets, but that's by the by.  The installation hasn't been done so I don't understand how they can justify charging for the carpets.

Knowles0309

They think as its a rental agreement, which we signed, they are able to do what they want, we have been informed that we now need to order another carpet, which should come in our room size, but again will be waiting a further few weeks till it is fitted.. 

FlimFlam01

you've not received anything for your payments, of course you are entitled to a refund.  Ask the manager why you've paid for nothing at all from them?

Okell

When you say "rental agreement" do you mean that you've bought the carpet on credit or some other form of finance?

It makes no sense to have a "rental agreement" for a carpet.  (Unless possibly it's tied in to a property rental?)

Do you know why they seem to be incapable of measuring up correctly?  Sounds like they've got it wrong three times?

Was the carpet fitted by the same company you bought it from, or are the fitters a different company?

Okell

Is it these people?  Pay Weekly Carpets, Carpets, Blinds , Sofas and Beds On Finance.

With the "Pay weekly in-house option" which is an unregulated product?

Knowles0309

Answer to everyone. The company is called Pay Weekly Carpets, they give you credit, so you pay weekly to cover the produce that you purchase from them. 
The fitters are subbies. 
We asked the manager why we can't get anything for the inconvenience, we were informed that as its a rental agreement, we aren't entitled to anything.  But we are paying for a service that hasn't been correctly provided. 

sheramber

7.7 When you own goods.

You are entering into a hire agreement with us, and as such will never own a product that you hire from us. You acknowledge that we remain the owner of such products

9 Ending your contract with us.

Your rights when you end the contract will depend on what you have hired, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

• If what you have bought is faulty or misdescribed you may have a legal right to end the contract(or to get the product repaired or replaced or a service re-performed or to get some or all of your money back) (see clause 12);

This reads like a very expensive hire purchase agreement - 

Flexible repayment options to suit you

Representative 69.9% APR- 

https://www.summitpartners.com/companies/snap-finance#:~:text=Snap Finance is a provider,“vRTO”) financing programs.

Snap Finance is a provider of point-of-sale, virtual rent-to-own (“vRTO”) financing programs. The company’s vRTO lease programs help to facilitate consumer purchases of larger ticket items such as furniture, mattresses and bedding, auto wheels and tires, jewelry, and electronics.


Make an official complaint. Head it in block letters COMPLAINT.   State what has happened and that , as they have not supplied you with a satisfactory carpet you want to end the contract and get a full refund.

The go elsewhere for your carpet.


if they do not reply in 8 weeks or you are not happy with their reply you can take your complaint to the Financial Ombudsman. This will not be quick result however.

https://snapfinance.co.uk/complaints/

born_again

Sadly they are a credit broker, but only seem to use Snap Finance

https://payweeklycarpets.co.uk/snap-finance/

So you may need to complain to them as they are the lender & S75 should apply, holding them jointly liable.

But 5 foot width carpet for living room? Is that supposed to 5 yards or metres?

Knowles0309

Sorry Born_again - Yes it should have been 5msq, and I've emailed Snap Finance.  What is S75?.

Okell

So if this is either a hire agreement or a hire-purchase agreement, it is still protected under the Consumer Rights Act 2015 (legislation.gov.uk), and the OP is not being told the truth when the manager tells him he can't get a refund because it's a rental contract?

Is that correct?