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  • FIRST POST
    • soul_fool
    • By soul_fool 16th Apr 18, 2:15 PM
    • 11Posts
    • 0Thanks
    soul_fool
    Double glazing compensation
    • #1
    • 16th Apr 18, 2:15 PM
    Double glazing compensation 16th Apr 18 at 2:15 PM
    Hi,

    We recently employed a company to install new windows in our house, dismantle the front porch and build a new, bigger one. This was a smaller company than others we had quotes from and we liked that they were straightforward with their quote and didn't slowly chip away at it like the other companies did - making out they were doing us a favour.

    Anyway, the whole process has been a complete headache. We were originally told it would take about 10 days but they've been here 3.5 weeks now and it still isn't finished. I think it'll probably take 5 weeks in total to get done. Basically the guy has come clean to me and said he has a bigger job that has had some issues and so he's taken workers off of our job to prioritise the other one. Below are some of the main problems we've experienced:

    1. They ordered the wrong glass for the landing. As at today, the glass still hasnít been swapped out.

    2. The window configuration in the small bedroom is wrong. We have 2 fan lights where we asked for one.

    3. We have a hole in the outer layer of our conservatory roof due to falling debris when fitting the back bedroom window. No care was taken to protect the roof.

    4. Despite asking on more than one occasion for them to be filled, we were left with significant holes (fist size) in our brickwork on both the upper and lower bay windows for the best part of 2 weeks. This was during a period of significant wet weather that left ourselves at risk of damp.

    5. The skip was left on our shared drive for a week longer than promised.

    6. On more than one occasion, we were told the builders were due to start the following day only for them not to turn up.

    7. On multiple occasions the fitters did not complete a full dayís work, instead being pulled off of our job to complete work on another. There was a complete lack of communication regarding this and it has contributed to our job being delayed significantly. On days when they didnít turn up as we had been told they would, we had left the back gates unlocked for them. They were therefore left unlocked and unattended all day.

    7. Insufficient protection to our front door and the newly installed bay window when taking down the porch. This has resulted in damage to both the door and frame.

    8. The wrong glass has been ordered and fitted to the front panels of the porch. We asked for clear and they ordered reeded.

    9. The wrong glass has been ordered and fitted to the porch doors. We told them on more than one occasion what we wanted but, again, no notes were taken and so we have been left with the wrong glass and design.

    10. Both the shared gate and our garden gate left wide open on one occasion after they left for the day. Far from ideal when weíve had a spate of burglaries in the area recently.

    My wife is 7 months pregnant and we both wok full time. I am having to chase the guy on an almost daily basis via phone, text and email to discuss all the problems and find out why there's been little or no progress.

    The whole job is £15k, a massive amount of money for us, and the service we have received has been terrible frankly. I have paid a 30% deposit but am holding the rest back until we can agree on a suitable compensation amount.

    Does anyone have any idea what that should be? If we had known the significant delays and issues we'd have, we would've paid the extra £4,000 and gone with the bigger company who would have had this knocked out in 10 days.

    Does 10% or even 20% seem unreasonable?
Page 1
    • Aylesbury Duck
    • By Aylesbury Duck 16th Apr 18, 2:39 PM
    • 1,842 Posts
    • 2,484 Thanks
    Aylesbury Duck
    • #2
    • 16th Apr 18, 2:39 PM
    • #2
    • 16th Apr 18, 2:39 PM
    It sounds a nightmare. If you're going to go for compensation or a discount, you need to quantify your losses. I assume you have a way of attributing parts of the £15k to the relevant parts of the job, so you have some way of attributing losses or withholding the appropriate amount of money until the element is completed properly? Beyond that, you're dependent upon the firm agreeing that they've done a poor job for you and making a deduction to recognise that. My thoughts on the various elements are below. Stick to the factual and get rid of the drama - you stand a better chance of achieving something if you are factual and assertive rather than talking about things like pregnancy and the risk of being burgled.
    Hi,

    We recently employed a company to install new windows in our house, dismantle the front porch and build a new, bigger one. This was a smaller company than others we had quotes from and we liked that they were straightforward with their quote and didn't slowly chip away at it like the other companies did - making out they were doing us a favour.

    Anyway, the whole process has been a complete headache. We were originally told it would take about 10 days but they've been here 3.5 weeks now and it still isn't finished. I think it'll probably take 5 weeks in total to get done. Basically the guy has come clean to me and said he has a bigger job that has had some issues and so he's taken workers off of our job to prioritise the other one. Below are some of the main problems we've experienced:

    1. They ordered the wrong glass for the landing. As at today, the glass still hasnít been swapped out. Withhold the money for this element until finished.

    2. The window configuration in the small bedroom is wrong. We have 2 fan lights where we asked for one. Withhold the money for this element until finished.

    3. We have a hole in the outer layer of our conservatory roof due to falling debris when fitting the back bedroom window. No care was taken to protect the roof. Get a quote to replace the element of the damaged roof and withhold a sum of that amount. I expect the glazier will claim this on their insurance to get it fixed.

    4. Despite asking on more than one occasion for them to be filled, we were left with significant holes (fist size) in our brickwork on both the upper and lower bay windows for the best part of 2 weeks. This was during a period of significant wet weather that left ourselves at risk of damp. Presumably you didn't suffer from damp, so is there a loss here or not?
    Have the holes been filled satisfactorily now?


    5. The skip was left on our shared drive for a week longer than promised. What loss did you suffer here?

    6. On more than one occasion, we were told the builders were due to start the following day only for them not to turn up. What loss did you suffer here?

    7. On multiple occasions the fitters did not complete a full dayís work, instead being pulled off of our job to complete work on another. There was a complete lack of communication regarding this and it has contributed to our job being delayed significantly. On days when they didnít turn up as we had been told they would, we had left the back gates unlocked for them. They were therefore left unlocked and unattended all day. What loss did you suffer here? Were you burgled?

    7. Insufficient protection to our front door and the newly installed bay window when taking down the porch. This has resulted in damage to both the door and frame. Get a quote to repair/replace the damage and withhold a sum of that amount. I expect the glazier will claim this on their insurance to get it fixed.

    8. The wrong glass has been ordered and fitted to the front panels of the porch. We asked for clear and they ordered reeded. Withhold the money for this element until finished.

    9. The wrong glass has been ordered and fitted to the porch doors. We told them on more than one occasion what we wanted but, again, no notes were taken and so we have been left with the wrong glass and design. Withhold the money for this element until finished.

    10. Both the shared gate and our garden gate left wide open on one occasion after they left for the day. Far from ideal when weíve had a spate of burglaries in the area recently. What loss did you suffer here? Were you burgled?

    My wife is 7 months pregnant Congratulations, but what has this got to do with anything?and we both wok full time Yum! . I am having to chase the guy on an almost daily basis via phone, text and email to discuss all the problems and find out why there's been little or no progress.

    The whole job is £15k, a massive amount of money for us, and the service we have received has been terrible frankly. I have paid a 30% deposit but am holding the rest back until we can agree on a suitable compensation amount.

    Does anyone have any idea what that should be? If we had known the significant delays and issues we'd have, we would've paid the extra £4,000 and gone with the bigger company who would have had this knocked out in 10 days.

    Does 10% or even 20% seem unreasonable?
    Originally posted by soul_fool
    • Debbie Savard
    • By Debbie Savard 16th Apr 18, 6:18 PM
    • 358 Posts
    • 305 Thanks
    Debbie Savard
    • #3
    • 16th Apr 18, 6:18 PM
    • #3
    • 16th Apr 18, 6:18 PM
    Sounds like this small business is close to overtrading. I hope they don't go into liquidation and leave you high and dry!
    • Furts
    • By Furts 16th Apr 18, 7:39 PM
    • 4,219 Posts
    • 2,737 Thanks
    Furts
    • #4
    • 16th Apr 18, 7:39 PM
    • #4
    • 16th Apr 18, 7:39 PM
    Forget the drama, forget the emotion, get a handle on what is happening. So what if it takes five weeks when you thought it would be done in two weeks? Relative to a lifespan of four score years this is a trivial time. Unless you had a written contract, with timescales and/or an agreed programme then you are in no position to complain. If you have these by the time anything significant can change the job will be over.

    OK you have complaints about workmanship and management - but that is different to time scales. Here what working drawings were issued, and likewise Specification and documentation? If there is little, or nothing, then you have no significant grounds for complaint. Complaints about glazing, top hung windows and so on will be down to your diplomacy and negotiation skills.

    Regarding alleged damage then clearly things are wrong. However what had you produced in terms of a Condition Survey and photos prior to the work commencing? If little, or nothing, you are likely to find your position contested.

    Similarly "fist" size holes in your walls. The proactive way would have been to temporary seal these - a few rags, or a polythene carrier bag to give just two examples. Nothing beyond the capabilities of a reasonable consumer. Note I did say "reasonable"!

    Yes damage to your conservatory roof is unacceptable, but here you have to consider your legal position. There is an obvious risk here, and whilst you will say you delegated your CDM responsibility to the builder you still have a duty of care to yourself. Consequently why did you allow this to occur?

    You have chosen to have builders working at your home with nobody to manage, inspect and control from your perspective. Here you have shown a financial saving and also are both continuing in full time work - basically you have chosen to not do this role yourself. That is your choice, but you cannot complain if things go wrong.

    Coming onto compensation, I would say provided everything gets corrected and items get repaired then you are due, at best, a nominal goodwill gesture. A pure stab in the dark but perhaps up to £500. But instead it is likely the builder will offer some form of "extras".

    I assume you have Full Plans Buildings Regulations on all this and have liaised with the inspector on all matters. Hopefully you have this person on your side in an informal manner.

    Whilst your builder is clearly a problem area at present you need to ask deep, searching questions about your role in all this. You may be 100% not at fault in any way, but there is nothing in your post to suggest this is the case.
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