Window installation issues

[whenthelightsgoout123456]

Hello everyone

I'm after some advice with issues of window installation.

We had 10 windows and 3 doors fitted in October 2023. We had really bad issues with the French door fitting. They ripped bedding, blood over my children's bedding, they used my brand new shark hoover to clean dust and rubble, screws and other fittings and it has lost suction since. The fitter was sacked and another had to come and try and salvage the fitting. The company reduced our bill by £400 to cover the cost of the hoover as it invalidated our warranty (£14000 bill).

Since then we have had issues with 8/10 windows- they haven't been sealed, they are bowed and drafts. The child locks were not working and have had to be moved, leaving holes in the frames. These issues were all reported January 2024. They said it was a manufacturing fault. The manufacturers visited and said it was fitting issues. We have had someone from the company come and sort the issues but they are still not fixed. They have been out 8 times since the issues with the French doors.

We have received emails which are passing the blame. They came Saturday, we realised Monday morning the windows are still very drafty. We informed them and they said they will arrange a date, we are still awaiting a date.

We aren't really sure where we stand. The window frames look terrible.

[whenthelightsgoout123456]

More photos

[whenthelightsgoout123456]

More photos

[Maryamlouise]

So you bought from a company who installed them but they are trying to claim it is a manufacturing error? That would be up to them to sort though as your contract is with the company who provided them to you and fitted them right? Or did you buy them and someone else fit them? Have you paid anyone anything for them? It is a lot of money so I don't think small claims court is an option but maybe you can get some legal advice on how to proceed from maybe citizens advice

[whenthelightsgoout123456]

@Maryamlouise we did everything through the company that fitted them, they ordered them and then fitted them. We did wonder about small claims but didn't think we would be able to.

[Serenity45]

It sounds like you have given them plenty of chances to correct things. Really poor from them. I think Citizens Advice should be your next step

https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

[Maryamlouise]

I am in Scotland and have used our equivalent of small claims but it is only up to £5k so I don't think it will be a solution but I do think they are in breach of contract (as they haven't delivered a suitable product which they even accept themselves given they are trying to blame the manufacturers) so I would write them a letter stating that they are in breach of contract and requesting a full refund though I would get citizens advice to check it (I have had free legal advice from them before and it was useful). We have similar but thankfully only have one window that ours have messed up so although it is irritating trying to get it sorted we are under the small claims limit so I know I have that option. Good luck and hope it works out for you

[whenthelightsgoout123456]

Thank you this is really helpful. I will contact citizens advice.

It's so frustrating as the house is freezing cold, the wind is whistling through the windows. My heating bill has gone up by £80 a month the last few months which is making matters worse.

We have paid in full in November when it was completed (or so we thought).

[ragdoll12345]

Is the company you used registered with FENSA or other trade organisation, it should show on their paperwork if they are.
We have a 10 year independent guarantee from FENSA with our windows and doors

[whenthelightsgoout123456]

@ragdoll12345 yes they are fensa registered, I received the paperwork yesterday, should I give them a call?

[Noseyoldcow]

Since they have made such a mess of it so far, and from where you are, there is no prospect of them fixing it all anytime soon (and even then, can you trust them to fix it right?) perhaps you might consider getting someone else in to fix the problems and suing the original company for the cost of remedying their shoddy work. Under the consumer act of 2015 you have the right to expect a tradesman to complete work in your home to a professional standard, and those pictures are evidence that has not been done. You may also be able to claim for the increased heating bills, but you'd need to be able to prove that. There is of course no guarantee that you would win, but at least you wouldn't be living in a howling draught.
I'd approach FENSA first for advice though.

[LouisaGuy]

This is awful. Yes call FENSA. When we had minor issues after a window was fitted this was put right within days or a replacement ordered. They sound like cowboys. Good luck

[ragdoll12345]

We fortunately have not had to use our guarantee so far, but it can't do any harm to speak to them.
Also did you pay by credit card, if you did you can also claim against the credit card company.
Another thought do you have legal cover as part of your household insurance as they could advise and cover legal costs
Your local council will have Trading Standards Department who may also be able to advise
The tone of their text sounds like they are doing you a favour. We did have a couple of issues with our installation but it was sorted out without any problem.

[hookiewookie29]

Hubby was a glazier and window fitters for over 30 years. I've just shown him the photos.....
His comments..." What an absolute fucking hideous mess. Fucking cowboys"

[whenthelightsgoout123456]

@hookiewookie29 thanks for this. It actually helps as we have been made to feel that we are being really unreasonable and complaining for no reason.

[billyt]

'would not of been so fair'?

Not only cowboys, but thick as well.

[whenthelightsgoout123456]

It gets worse! We have sent an email asking for a deadline date for completion as advice by the legal people on our home insurance and by citizens advice. It hasn't gone down well at all.

The company asked last week for videos of the gaps, the noises etc. sent them to them today and got this response- we are emailing but the videos were too large for email.

[Plmnki]

FENSA. Surely you can make a formal complaint to them? If the cowboy installers lose their FENSA accreditation they will find it extremely difficult to get work.

when this is resolved, leave an excoriating review of Google and check a trade to warn others!

[SunshinDay]

What is it with windowsill collars and aksing for husbands to be there? Years ago I approached the one called safe and style or similar sounding to quote... A really strange man candle around to our Victorian terrace with really old fashioned 80s style windows for a bungalow in Llandudno or somewhere....

We said no thanks but they wouldn't have leave us alone abd kept asking to speak to my "husband" all the time. It was infuriating and I said I'd never do business anywhere like that.

[SunshinDay]

*window silk collars 🤣...
Window people

[whenthelightsgoout123456]

@SunshinDay I thought window sill collars is quite appropriate, I may call him that now 😂

[whenthelightsgoout123456]

@Plmnki Fensa are being contacted tomorrow. We had to ask for a deadline for finish which I don't think has gone down well

[whenthelightsgoout123456]

UPDATE

I spoke to FENSA- They recommended at this stage to go through WHICH as they provide ADR. They are WHICH trusted traders,

WHICH have taken the complaint seriously. It went through at 4.07pm. This is what I received after, 2 calls which I cancelled and 4 messages. We have been advised not to engage only respond via email. They have to complete the same paperwork as us, which is horrendous.

The job had been booked in for Friday 12th. We have email confirmation saying the job will be done on that day.

I arranged childcare for all 3 children yesterday. My husband booked a days holiday at their request. Yesterday evening, they cancelled and rearranged for Thursday 11th as they can have 4 people to complete instead of 1 on the Friday. Unfortunately, My husband and I cannot do this day due to work commitments and hospital appointments with our son.

[bravotango]

Oh gosh OP this sounds awful. Really hope it's sorted soon, it seems like you've had some good advice here and hopefully the complaints process sorts at least some of this shit show out!

[whenthelightsgoout123456]

@bravotango thank you, there has been some really useful advice.

[whenthelightsgoout123456]

UPDATE

So 4 people were supposed to be here Friday only 2 arrived, the owners failed to show. They pushed for my husband to take a day off work (which he did) and he wasn't needed at all. It ended up that there were issues with every single window that had been installed.

We have been through WHICH, who are now recommending ADR.

We have just received this from the company. We haven't signed off the job!

The stress this has caused has been massive.

I'm not even sure what happens next to be honest