Is this acceptable? - new upvc windows

[villageshop]

We had some new windows installed today. So many problems with the installation due to carelessness. We spotted some of the issues at the time (like dust trapped between the gasket and glass so they had to remove the glass and clean the rubber) - most of them were sorted at the time but we've just noticed these small dents I assume made when the glass panels were being levered into the frames.

I hope the pics show the detail. Anyway, is this acceptable? We would like a second opinion please.

Nope, I would be raising this with the fitters

Would you buy a car with dents?

Thanks, katmunchkin. We raised so many points with the fitter (just one man for big windows) now we've noticed this it seemed like one too many complaints, which sounds daft I know.

One window is being remade as it didn't fit the space. The fitter is coming back on Friday to fit that but I think I'll email the company tomorrow and send the pictures, see what they say.

I've been asking myself 'is this what we saw in the showroom?' and if the answer is no, then I've raised the issue. So I will raise this as well. It's infuriating, simply down to not taking enough care while fitting them.

It should be pristine.

We emailed them some pictures of the damage. I'll report back once I hear from them, hopefully tomorrow.

We had the whole house double glazed last year, the frames should be pristine, no dents, no marks.

I wouldn't accept those frames.

DH fits UPVC as part of his trade - showed him these and his response was "that's shocking".

If the fitter works for the window company they should replace them fairly straightforward.

If he works for himself/is a sub contractor you might have more of a fight as the supplying company will (quite rightly) say it's his damage so he needs to buy replacements. He should either then pay for them or claim off his insurance, but if he's self employed he'll be reluctant.

That is shoddy

Thanks, YodelOdel. Pickachew and Katmunchkin -it's reassuring to hear we aren't expecting too much.

The windows were probably perfect when they arrived but the fitter was so slapdash there was mortar dust everywhere (from where he'd knocked out the old windows) and he dragged the upvc trims across the gravel, bantering with us as he passed with a cheerful Jack the Lad demeanour.

The new window sill got knocked and dented and he smeared a bit of silicone in the crushed edge but by then we felt we'd complained enough about every stage of the fitting so when he'd gone we scraped the silicone out and used wood-filler / sanding because we knew we could fix that ourselves, better than he would and I'll paint over it tomorrow.

It was only later on examining all the windows we saw the damage in the pics. We expected what we saw in the showroom, and that's my gauge of acceptability - would they put our windows in their showroom? I know the answer is no, so we won't pay until we get pristine - just like the ones we saw in their showroom.

Oooh no, I wouldn't accept that and I don't consider myself to be too fussy!!

Thank you Holey and Frangipane. I thought it was shocking but didn't know if I was being too fussy. The fitter talked about 'within tolerance' regarding the window they are re-making (because they measured it wrong) and I wondered we should just have to accept they might be a bit knocked around in the fitting.

They made me feel like I was being overly fussy when my instinct tells me they should be perfect.

It is a proper company and I think the fitter is employed, or at least a regular fitter for them so I think they will replace it. My worry is getting the same slapdash fitter. We're pleased with the look of the windows themselves, but the overall look and how they work has a lot do with how they're fitted.

Tell them what you've posted here about the guy and state you would prefer a different fitter who will take proper care with the expensive windows you are paying for.

I think as part of my email I would explain you would like to request a different fitter listing the problems previously and how disappointed you are. You don't want to leave negative reviews so hope they will take this opportunity to rectify things

Thanks everyone. I might ask to take this thread down though as it might be a bit revealing.

There’s nothing here to reveal who or where you are, or what company you used

I'm send

Oops. I'm sending those exact pictures though.

Don’t panic! Nobody can identify anything except dents from those pics, and so what if they could? Youre asking for advice about a real situation. Nothing controversial or insensitive here

They're saying it's normal in window fitting and will polish out.

The plastic has been gouged. They're bullshitting. It can't be ungouged.

I have 11 year old patio doors that have had panes removed and replaced that look no worse than that.

Tell them you don’t want something damaged by their fitter and you are rejecting the windows concerned.

Don’t accept this.

Thank you everyone. I can see what happened now, and I've since noticed more damage at the top. It must have occurred after we pointed out the dust and dirt trapped in the gasket, so he then levered out that pane and in doing so caused the damage. All because he didn't wipe round the gasket and make it clean in the first place before putting in the glass panel.

I think we might have a battle on our hands. Wish us luck for tomorrow.

Good luck for today. Stand your ground. Tell them how and why the gouges were caused.

No way would I accept that. You eye will always be drawn to it.