Nightmare with window company - bifold doors

[paddingtonbear1]

Not sure what to do for the best.
We ordered bifold doors for our kitchen last June and paid a deposit. It was a company we'd used before for a smaller job which had been OK. Regretting using them now though as 8 months on, it's still not done! It turns out they needed to use a third party for the RSJ and the company went bust. They haven't managed to find anyone else but apparently they do have the doors - but we''re no closer to having them fitted. A few weeks ago they suggested to dh we just pay them for the doors and find someone else to do the rest. I am reluctant to do this as our contract is with them, but so much time has been lost and we can't get on with replacing the kitchen! Dh has been trying to call them again but no luck so far. Argh!

Anyone had an experience like this?

Did you pay the deposit on your credit card?

Personally I would try and get the deposit back and go elsewhere. If you can't get it through your cc then this will be a bit trickier.

If they haven't managed to find someone to sort it, why should that problem be bounced to you? Why is it so hard for them to find someone? Would your deposit cover the cost of the doors or would they want more money to hand them over? If the latter then definitely don't do it. I don't have any helpful expertise, but you have my sympathies and I agree it feels risky ditching the contract. Definitely try to get your deposit back if at all possible. Is it an amount you can bear to lose if you need to start again?

Can you put the job on My Builder and see if anyone can fit the doors? The guy I spoke to said they make them to your measurements, so I can understand why they want you to have your doors.

The deposit was 2k .. and we paid via bank transfer :( The actual cost of the doors is more than that. We can't really afford to lose the 2k and start again.. plus they will chase for the rest of the cost won't they? I really don't think they will ever be able to complete the job though! I think either I need to try and find someone else to finish it, or send them a time is of the essence letter and when they don't come back, say they've breached the contract and try and get the deposit back.

I'd go with a letter- that's pretty poor for them to use that as an excuse, there will be plenty of people they can ask!

If they can't complete the job you have contracted them to perform, they need to refund you. I'd keep it as simple as that tbh.

Again, there are many many places now that do bi-folds. It makes me wonder if they are having problems too.

Can you report them to Trading Standards?

So sorry to hear about this.

That's no excuse in my opinion - you paid them for a service and they haven't delivered. No pity party for them - they need to sort it or refund it.

A refund and then you can go with someone who can get the job done.

I hope you weren't quoted too high for the doors. You can get a rough guide price here if you wanted to check: www.doubleglazingontheweb.co.uk/news/double-glazing-prices-2018/

I sent the letter last week. So far, no response at all. Suspect they have no intention of trying to complete the job now but we're going to have a hard time trying to get the money back..

If they can’t find a company to install the RSJ what makes them think you can! There is something fishy going on here, there are loads of builders around and no reason why they couldn’t find someone to fit an RSJ. Imo you will get stuck with a dodgy door that you can’t get fitted for whatever reason.

Also (based on my experience of having one fitted in my house) the builder won’t fit the bifold himself because then he’s liable for any damage eg if he drops it. He will insist that he prepares the hole and installs the RSJ, and the window company has to fit the bifold themselves. My builder refused to even let the window company deliver the bifold in advance, because not only would we have the inconvenience of storing it, but as soon as we took delivery we would be liable for any damage that occurred. So if the bifold was in the garden and the wind blew it over and smashed it I’d be liable, or if the builder bumped it and smashed it he’d be liable. He insisted that the window company could only fetch it when it was to be fitted immediately the same day.

Tell them in writing that you want to stick to the original contract. Bifold plus fitting for X amount. If they can’t provide the full package then they’ve breached the contract and you want a refund. They can’t force you to accept part fulfilment if the contract. Write them a letter giving a specified period to either start work or refund your deposit. They’ve already had 8 months, I’d give them maybe a couple more weeks. Then you take legal action.

Oh it’s an old thread. I didn’t realise. And I wasted my time typing a detailed response too

No, the OP responded yday? OP, if they are still trading they should have another company able to install the RSJ?

Hi, OP here, I'm still reading! Thank you VelvetPineapple for your detailed response, that's really helpful. The guy from the window company rang DH today and said he's still trying to find someone to do the RSJ, apparently they fit lots of bifolds but there is normally a lintel already there?! Surely that wouldn't always be the case, sounds like bs! Also he said to prove they did have the doors they could bring them and we could store them in our garage. I have said a definite no to that, especially after reading your reply Velvet! Essentially we're saying that either they get the whole job started within the next 7 weeks or we want our deposit money back. If they won't refund, we'll take them to court.

@paddingtonbear1 good for you! Sounds like bs to me too, sometimes they rely on people not knowing enough or being too polite to complain! Glad you're heading towards a resolution

Just a quick update in case anyone's interested... after around a month with no more news, the company found another builder for the RSJ. He starts work next week! He won't fit the doors though, the company fitters will do that. Fingers crossed it goes OK...!

Madness! Good luck though- you'll have them in to enjoy the summer, that's the main thing.

Glad. Hope it goes well. I was suspect on your behalf, many builders can fit an RSJ. My bil fitted 2 in our house for our small kitchen extension and our set of 2 bifold doors. I can't believe they struggled to find another company to fit RSJ's for all their clients that need it.

I have to say, having shopped around extensively before we had our doors installed, I never came across any fitters that also did the building work. Obviously you’d agreed with them (and that was included in your price) but I’m surprised they carried out that service. 2 very different skills

Sorry that should say would arrange the building work rather than carry out the work.
Oops