UPVC Door Company - Avoid like the plague! (Double Glazing in General)

Member Name: Smithyhall

Product:	Double Glazing in General
Date:	04/12/06 (3655 review reads)
Rating:

Advantages: None whatsoever

Disadvantages: They don't turn up

We visted the UPVC Door Company at the Industrial Estate, Bilston Glen, Midlothian (outside Edinburgh) some time ago with a view to arranging new external doors and flag window in the kitchen. We chose the company as we had used them in the past and found them to be good.

The surveyor duly attended on the day arranged and noted all details. He then told us that our day of fitting would be Monday 4th December (no time specified). We were not given a choice of dates but we never questioned and decided we would work our lives around the work being carried out. We desperately needed them changed and were working around them being fitted before completing other work in the house as we have only just moved in and completely refurbished it. We both have tight working schedules with commitments and long hours.

Today, Monday 4th December, I finished a night shift and would stay up without sleep to await the arrival of the fitters. By mid-day I thought I would give the company a ring just to check that we were on their schedule for the day and to find out possibly when the fitters would be arriving. I was assured it would be the afternoon. Satisfied that there were no slip ups I managed to keep myself awake to await their arrival.

By 2.35 pm a phone call was received from the fitter claiming that the finish on our doors and windows were not to the specification outlined on the order ie white finish on the inside with brown wood finish on the outside. They apparently were wood finish both inside and out and that he would therefore not be attending. I questioned as to why this was not checked prior to them loading the order and stated to him that I was annoyed and now wished to cancel my order. He advised I call the main office.

On calling the main office at approximately 2.45 pm and being put through to 'Installations' my call was cut off immediately after someone lifted the phone. This may have been coincidental. On calling back the second time, I, in no uncertain terms advised the staff there of my annoyance given that I had called earlier to confirm they were being fitted today and my circumstances and also that I was so angry at the inconvenience. I told the woman who answered the phone that the fitter had called me to cancel. She sounded confused as to why the fitter would cancel but held me on the line while she supposedly called him. On returning to the phone she told me that his phone was ringing out and onto voicemail and she left a message asking him to contact the office. She then stated that she would clarify with the fitter in the morning and get back to me. Once again - no good to us!

I reiterated to her my disgust at this not being spotted at the loading stage on checking the orders and that I wished to cancel my order given the inconvenience and upset caused. I was then advised that I could not do so as I had signed the contract.

I duly came off the phone, read the terms of the contract. My understanding of the 'obligation to the customer' is that we had an arrangement for the fitting to be carried out on Monday 4th December. Any discrepancies with their incompetence in their so called error when making the windows should not be any cost to us. After all, the windows have been made and cannot be fitted in our home and I suspect due to the measurements cannot be fitted in anyone elses home. We have also arranged our day around the company attending and moving everything away from the intended work areas.

I cannot prove otherwise but I suspected that time was moving on in the day for the fitter and as we were last on the list of jobs for the day which would probably more than likely have taken him over his finish time, this is the reason/excuse they use to put customers off. As I say we will never know. I realise this is making assumptions but I reckon this is the real reason. They have customers over a barrel by claiming they have signed a contract. What about our side of the contract. We arranged everything around the fitting of these doors on 4th December!

My partner then called and asked to speak with a Manager who advised that there would be costs involved if we cancelled and we would have to foot them. How can they possibly punish us when it is their error. It galls me to even allow the company into my home to carry out work now.

They also stated that they can have new windows made very soon. It was explained to them that we do not have the time now prior to Xmas which is when we wanted them done. This has knocked back other tradesmen that we had arranged to lay a floor once the front door was fixed. We have recently moved into the house and other work in the house was being carried out after the doors had been fitted. This has now put this work back too!

We do not have any desire to go down the route of the civil claims court but it seems this company have a reputation for doing so.

Avoid at all costs - read the small print before signing. Make the surveyor stand while you do so.

Would have left no star rating at all but the website wouldn't allow it

Summary: A company to be avoided at all costs. They make lame excuses for not turning up