Double glazing company refusing to replace faulty products

AlexJ88

We recently had new windows and doors installed in May but the amount of faults and damage with them is mounting up, they even admitted they measured the front door wrong, we requested they replace them under consumer rights, but they refused stating they diddnt need to, been nearly 2 months and citizens advice have stated we could exercise the final right to reject, which we have via email. We also paid for them via a finance company, which we have told them the same, what can we expect to happen next? I mean we aren't worried if it goes to court as there's so many pictures of evidence.

Aylesbury_Duck

If the company accepts the rejection, they'll arrange to remove the windows and doors and refund you.  If they don't, your next step is the finance company.  If they won't play ball, you're into court territory, but I believe the current wait time is over nine months (according to a recent post on here).

the_lunatic_is_in_my_head

Who is the finance with OP?

TELLIT01

If the company does accept the rejection and repays the money, presumably they are also entitled to remove their goods.  Where does that leave the OP?  Presumably the old windows and doors can't be reinstalled, so will the company simply board over the openings?

Genuine question as I have no idea how this might progress.

the_lunatic_is_in_my_head

TELLIT01 said:

If the company does accept the rejection and repays the money, presumably they are also entitled to remove their goods.  Where does that leave the OP?  Presumably the old windows and doors can't be reinstalled, so will the company simply board over the openings?

Genuine question as I have no idea how this might progress.

CRA just says goods should be returned (if agreed) or otherwise made available for collection.

OP is entitled to be in the position they would have had been in had any breach not occurred which means any costs above the original price to remove, rebuy and refit can be claimed as damages.

Alternative to rejecting is a price reduction, not enough details from OP, but if the install can be lived with a price reduction might be the way to go, e.g if the door is 2 inches short and any gap can be covered by trim having a few quid back might be easier all round. 

It's also a mixed contract and services come with a price reduction as a remedy so does the door not conform or does the service of measuring up not conform? 

More details needed really  

AlexJ88

Here's more details: french doors handles are so wonkey and uneven, have to be the hulk to open and close it, multiple parts of foil has come off with scratches on the frame and low parts of the doors since the installers decided to just leave them unprotected on the pavement, study/office French doors have dropped severelymaking them impossible to open with chunks taken out of the frame, once again scratches on bottom, garage door has dropped, hinges cracked, separate hinge pops off when you open it, bay window sill isn't level, noticed a leak, damaged my pad stones underneath the bay window, kitchen door doesnt seal very noticeable gap, shocked it actually locks, the list goes on, also their own gaurantee states "they will replace like for like due inadequate workmanship" which they are clearly refusing to honour, section 9.8 of the contract states they will pay us up to 3k for damage to our property, refuse to pay it, section 9.9 states they will pay us £250 for any inconvenience caused to us, refuse to pay that too. Also like to add I'll be reporting them to the advertising authority for lying about their 20 year warranty, actually only 10 years and for the remaining 10 you are charged for labour, we was told no charges at all in original meetings, if you call them out and they decide there isn't a fault they'll charge us, none of this was disclosed in sales meetings, section 8.1 even states you won't get any of this information about the gaurantee until after the installation. Hope this helps.

Also the company is 5 star windows & Conservatories in Kidderminster.

AlexJ88

the_lunatic_is_in_my_head said:

Who is the finance with OP?

Novuna who weirdly part of mitsubishi as I've started a claim with the financial ombudsman. And will start one with Fensa on Monday.

born_again

AlexJ88 said:

the_lunatic_is_in_my_head said:

Who is the finance with OP?

Novuna who weirdly part of mitsubishi as I've started a claim with the financial ombudsman. And will start one with Fensa on Monday.

You can't start a claim with FOS, thill you have been through Novuna complaints process.

When were they fitted?

photome

born_again said:

AlexJ88 said:

the_lunatic_is_in_my_head said:

Who is the finance with OP?

Novuna who weirdly part of mitsubishi as I've started a claim with the financial ombudsman. And will start one with Fensa on Monday.

You can't start a claim with FOS, thill you have been through Novuna complaints process.

When were they fitted?

OP hasn’t mentioned  FOS.  He mentioned FENSA . Which seems like the right move to me

born_again

photome said:

born_again said:

AlexJ88 said:

the_lunatic_is_in_my_head said:

Who is the finance with OP?

Novuna who weirdly part of mitsubishi as I've started a claim with the financial ombudsman. And will start one with Fensa on Monday.

You can't start a claim with FOS, thill you have been through Novuna complaints process.

When were they fitted?

OP hasn’t mentioned  FOS.  He mentioned FENSA . Which seems like the right move to me

Novuna who weirdly part of mitsubishi as I've started a claim with the financial ombudsman. @10:09. 🤷‍♀️

AlexJ88

born_again said:

AlexJ88 said:

the_lunatic_is_in_my_head said:

Who is the finance with OP?

Novuna who weirdly part of mitsubishi as I've started a claim with the financial ombudsman. And will start one with Fensa on Monday.

You can't start a claim with FOS, thill you have been through Novuna complaints process.

When were they fitted?

End of may