Poor PVC window job

[WelshMoth]

At the end of August, a small local company fitted 5 PVC windows in our home. A cash deposit was paid and once they completed, my DH paid them in full, in cash on their request. In hindsight, we should have fully inspected the job before handing over the cash but we were just glad to be rid of the noise and the dust.

After a few days, we spotted that they had fitted one of the units in place before removing one of the protective paper seals - it was impossible to simply pull it away cleanly because it was now wedged between the frame and the window sill.

We contacted the company, to be told that someone would pop by and sort it. Nothing came of this.

Days later, we noticed that a second window was missing filler/sealant and that we could see actual brickwork from the inside. We only spotted this under artificial light. Then we saw that this same window was put in at an angle and not straight.

There are other problems with a third window too - recently exposed by a bathroom company who chipped away at the tiles to expose too big a gap around the whole unit (and not the industry standard of 5mm), no filler and no sealant to be seen, just 4 big screws. Again, daylight can be seen around the frames.

I emailed the company immediately with a listing of all these concerns (I wanted to start a paper trail) only for the email address to not be recognised. I tried their website, again not recognised. I rang two mobile numbers, no answer. In a fit of temper, I left a message demanding that someone call me immediately before I proceed with further action.

Unsurprisingly, one of the partners called me back, explained that he no longer worked for the company since there'd been a falling out, but he was happy to honour the job by returning to fix the snag list. The company was still active but were probably in the process of changing the name/email address/website to accommodate the break in partnership. In his words, it probably only needed "a bit of filler" and it wouldn't take long to fix.

Again, unsurprisingly, he didn't show at all. This was last week. I've taken advice from an experienced and reputable fitter and whilst he sees that the actual units are quality, the execution of the job is one of the worst he's seen.

I telephoned Trading Standards today and aaaarrggh they haven't called me back yet. I want to know what my next action should be. I'm not really wanting these Cowboys back in my home (they left a patch of filler dry on my carpet, they've scratched walls, the sealant looks like it's been applied by a toddler it's so messy - I don't really want them back) but I need to know what my next move should be.

Please - any advice is greatly appreciated. I've also posted this in the DIY forum.

[Shurelyshomemistake]

Letter before action and then small claims court I reckon. Not a lawyer. Oh and tell them you'll report to HMRC for good measure.

You will also need a certificate saying the windows were installed by FENSA reg'd person or a building regs certificate. If you don't have them make sure you factor the cost of obtaining those into your claim.

Basically in your position I'd be looking for a refund of everything apart from the actual units, plus your costs to un-install and re-install.

In law you only have to give one chance to remedy faults and then the balls are all in your court.