Where do we stand?

[chelseamorning]

We had an automatic garage door installed last Nov. The product was American, imported into the UK by an agent office. It is a very well known brand and widely available in the UK. The door was installed by a self-employed contractor, independent from the agent.

Six months after installation, the door motor is making a funny grating noise so we need to get the contractor out to check it. There are also a couple of niggly installation issues and we haven't been supplied with some touch-up paint, as promised.

We've spoken with the contractor who promises to come out on an agreed date and - surprise surprise - he doesn't. More often than not, I've waited in all day and he hasn't even called. When we manage to get hold of him, there are no apologies, only excuses. This has been going on now for over 3 months.

We've contacted the agent who is equally as elusive but will keep trying as we're sick of it all.

Please, if you can help, where do we stand? What are our options?

Thank you!

It sounds as though a noisy motor is nothing to do with the installation contractor.

Write to the Agent and request that they send you a replacement motor under the warranty.

Items need to be fit for use, so entitled to replacement or getting it fixed. If you paid by credit card, you have extra protection too. They may have a helpline.

you can write again giving the a time limit and say that if it is not repaired/ replaced by then you will claim damages under the small claims procedure.

Consumer Direct is a good source of advice.

Thanks, ladies. The agent isn't answering his calls and not returning any messages we're leaving. Will therefore give him an ultimatum and pursue him legally if necessary.

[All we want is an automatic garage door that works correctly. Not much to ask for, is it?!]