Double glazing company refusing to replace faulty products

AlexJ88

born_again said:

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. 🤷‍♀️

I'm just trying to get this dealt with as soon as possible.

Aylesbury_Duck

AlexJ88 said:

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.

There's a lot there.  I wonder if the very hot few weeks we've had are a contributory factor.  In my area we've had a lot of ground movement.  Lots of cracked water pipes, a couple of broken gas mains and visible problems with roads and pavements.  My own very established conservatory has moved to the extent that the patio doors are very stiff to open and almost impossible to pull together tightly enough to lock.

As far as the rest of your post is concerned, you can report them to whoever you like, but it may not get you anywhere.  Your best bet is to ask another local glazing company to inspect and report on all the faults.  Then you've got something to work with and to demonstrate to the original company that you're serious.

Reporting them to the ASA isn't going to sort your windows out.  If the ASA does anything it will just give the company another distraction when you want them focusing on your problems.  Reporting to the ombudsman is a waste of time unless you've already exhausted the process with the finance company.

Get a proper report of the problems, write to the company asking them to put them right and if they won't, take the same report to the finance company.  If they won't act, then it's legal action against the glazing company.

AlexJ88

Aylesbury_Duck said:

AlexJ88 said:

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.

There's a lot there.  I wonder if the very hot few weeks we've had are a contributory factor.  In my area we've had a lot of ground movement.  Lots of cracked water pipes, a couple of broken gas mains and visible problems with roads and pavements.  My own very established conservatory has moved to the extent that the patio doors are very stiff to open and almost impossible to pull together tightly enough to lock.

As far as the rest of your post is concerned, you can report them to whoever you like, but it may not get you anywhere.  Your best bet is to ask another local glazing company to inspect and report on all the faults.  Then you've got something to work with and to demonstrate to the original company that you're serious.

Reporting them to the ASA isn't going to sort your windows out.  If the ASA does anything it will just give the company another distraction when you want them focusing on your problems.  Reporting to the ombudsman is a waste of time unless you've already exhausted the process with the finance company.

Get a proper report of the problems, write to the company asking them to put them right and if they won't, take the same report to the finance company.  If they won't act, then it's legal action against the glazing company.

They've already done 2 reports of their own, very lengthy ones, the argument is they refuse to replace the damaged doors, there answer is "they'll be alright" that's not something I'm willing to accept when you you're buying new windows and doors. Already had the same advice about an independent report from citizens advice/trading standards.

born_again

AlexJ88 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?

End of may

What have finance co said?

Aylesbury_Duck

AlexJ88 said:

Aylesbury_Duck said:

AlexJ88 said:

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.

There's a lot there.  I wonder if the very hot few weeks we've had are a contributory factor.  In my area we've had a lot of ground movement.  Lots of cracked water pipes, a couple of broken gas mains and visible problems with roads and pavements.  My own very established conservatory has moved to the extent that the patio doors are very stiff to open and almost impossible to pull together tightly enough to lock.

As far as the rest of your post is concerned, you can report them to whoever you like, but it may not get you anywhere.  Your best bet is to ask another local glazing company to inspect and report on all the faults.  Then you've got something to work with and to demonstrate to the original company that you're serious.

Reporting them to the ASA isn't going to sort your windows out.  If the ASA does anything it will just give the company another distraction when you want them focusing on your problems.  Reporting to the ombudsman is a waste of time unless you've already exhausted the process with the finance company.

Get a proper report of the problems, write to the company asking them to put them right and if they won't, take the same report to the finance company.  If they won't act, then it's legal action against the glazing company.

They've already done 2 reports of their own, very lengthy ones, the argument is they refuse to replace the damaged doors, there answer is "they'll be alright" that's not something I'm willing to accept when you you're buying new windows and doors. Already had the same advice about an independent report from citizens advice/trading standards.

So have you arranged one?

AlexJ88

Aylesbury_Duck said:

AlexJ88 said:

Aylesbury_Duck said:

AlexJ88 said:

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.

There's a lot there.  I wonder if the very hot few weeks we've had are a contributory factor.  In my area we've had a lot of ground movement.  Lots of cracked water pipes, a couple of broken gas mains and visible problems with roads and pavements.  My own very established conservatory has moved to the extent that the patio doors are very stiff to open and almost impossible to pull together tightly enough to lock.

As far as the rest of your post is concerned, you can report them to whoever you like, but it may not get you anywhere.  Your best bet is to ask another local glazing company to inspect and report on all the faults.  Then you've got something to work with and to demonstrate to the original company that you're serious.

Reporting them to the ASA isn't going to sort your windows out.  If the ASA does anything it will just give the company another distraction when you want them focusing on your problems.  Reporting to the ombudsman is a waste of time unless you've already exhausted the process with the finance company.

Get a proper report of the problems, write to the company asking them to put them right and if they won't, take the same report to the finance company.  If they won't act, then it's legal action against the glazing company.

They've already done 2 reports of their own, very lengthy ones, the argument is they refuse to replace the damaged doors, there answer is "they'll be alright" that's not something I'm willing to accept when you you're buying new windows and doors. Already had the same advice about an independent report from citizens advice/trading standards.

So have you arranged one?

On the list, juggling alot, decorating and so on, but fensa getting contacted tomorrow, gonna call novuna start complaints process, tbh like I said I believe there breach the contract, will get a consumer law solicitor if it goes court.