double glazing

[3littlefrogs]

I have a piece of paper that says that my new windows are guaranteed for 10 years. I had them fitted 7 years ago. 2 of the units are filling up with water when it rains. I have spent the last 6 months phoning the company arranging first a survey, then a fitting date for replacements.

I have made it quite clear from the outset that I am expecting the work to be covered by the 10 year guarantee.

Two people came to assess and measure about 4 months ago.

At no point in any discussion has anybody mentioned that I would have to pay for the replacements.

Today I got a phone call from the manager of the company to finalise a date for fitting (I have been chasing them for months). She informed me that I would have to pay for the work because "the glass part of the windows are only guaranteed for about five years and the 10 year guarantee only applies to the "profile" - ie the frames."

????? I feel a long battle coming on. I am so fed up with these people. What is the best way to deal with this? Any advice?

What does it actually say on your guarantee?

Just had a look at mine (had it to hand as only recently had them done)and the whole units are guaranteed for 10years.

It just says "this is your ten year guarantee" along with advice to keep it safe etc. I think they are stringing me along.

I just feel weary that this seems to be the way with everything these days.

Does the 10 year guarantee say " for the units" or "for the frames"?

I would perhaps have an informal chat with trading standards - I bet they have a website

I hate to say this but my dp has his own glass company and I just asked him what he thought about this. He says that companies don't usually guarantee glazed units for longer than 5 years as they do fail - it is down to the position of the glass ie. north/south facing etc as well as other factors. Some people are lucky and they last for ages but they do go within a year sometimes! He also said that the companies that guarantee 10 years have more often than not gone out of business by the time 10 years comes round. Certainly sounds like they mislead you with the guarantee though.

Phone Trading Standards and get their opinion.

I would look at using the small claims court, not something I know about but it must be an avenue worth exploring here. Certainly let the glazing company know what your intentions are and point out that they have misrepresented their guarantee to you.

Check on the paperwork to see if they are covered by Fensa, most decent companies are members. If they are contact Fensa and see what they have to say.

My d.g. is covered by a 10 year guarantee and the company is still going after 8 years now. I would expect it to cover the glass as well, you don't just buy a frame do you!

Suggest you ring Consumer Direct, they were very helpful with me and do keep records of the companies that are being complained about, so may be able to help.

Thanks very much for all the advice. I wish they had said this when I first got in touch with them, I feel as if they have just come up with this now, when they can't really keep putting me off any longer.

The guarantee doesn't have any small print - it just says that the windows are guaranteed for 10 years. I assumed that meant the whole window - silly me........

They are trying to swindle you, if they have sent out people to survey I wonder if they noted how many windows they may have to potentially replace for free!

I would contact FENSA and see what they say, also trading standards. I wouldn't be willing to part with any money. Your quarentee states it's a 10 year guarentee but doesn't break that down into specifics. I have a guarentee for my sofa being scotch guarded and you want to see the list of what they WONT cover. They are normally very particular about what isn't covered so in my mind you are covered for the whole unit ie glass and frame.