10k on UPVC sash windows but they are not the ones I ordered...HELP!

[TangoWhiskyAlphaTango]

I am currently renovating a house in a conservation area. The windows all needed to be replaced and so I found a local company that does UPVC ones which are accepted by the council. I have had major issues with the company as I used their in house builders to install a lintel and demolish an outhouse - they dragged this on for weeks and damaged my neighbours property. After weeks of getting on to them that was put right.

The windows had a 8-10 week lead time but have eventually turned up 16 weeks later (I had to contact the company to find out what was happening). The windows have turned up but an important detail has been "missed from the order" (managers exact words) which is an internal bar running down the middle of the window in keeping with the original sash. The company tell me they have ordered clip on beading but there is also meant to be a bead in the actual glass to make it look like a solid line. I have assured by the manager once this clip on beading is in place I will not notice it.

I have spent 10k with this company and made the MASSIVE mistake of paying in full. I am so unhappy with the shabby way I have beed treated and now the windows are not right. They do not match the ones in the showroom I looked at nor another customers house I was told to go and look at. It may be a minor detail but am I wrong to insist they change them to the exact ones I thought I had ordered? If they refuse to change them where do I go from there? I am 40 miles away from the property and put my trust in this company and am furious at being made to feel like a nag (sales managers exact words to my dh).....HELP!

Yanbu. How did you pay? If it was by credit card you do have some comeback if they refuse to change them. Also, for the nag comment alone I’d be fuming and ready to take my order elsewhere.

@Dontrainonmyparade Thank you, I know I am so furious with them. Unfortunately the windows are already in so I cannot go elsewhere. I did indeed pay by Visa, they also suggested bank transfer but I stuck with Visa in case of any recourse. Problem is they do not give a shit. You would think they would bend over backwards to put things right but no I am made to feel like a problem (I genuinely am not I am pretty timid!). Wankers......

We had something similar, and changed after the windows had been fitted, but they only changed the glass itself, so it's not as big a job as total windows

@MotorwayDiva Yes that is exactly what will need to happen. The managers attitude was "it was missed off the order" and that I will not tell the difference once the external bead has been added, no apology and no offer to put them right. I will see what it looks like, at 10k unless its spot on I will be asking them to change it I just do not know if they are under any obligation to change them at their cost (they fucked up the order). If not I am going to trading standards I think I am so enraged at their attitude towards me.

I work for a window manufacturer and if this happened we would replace. Definitely push for replacements or at the very least a partial refund that covers the costs of the duplex bar, you shouldn't pay for something you haven't got.

Surely you need the exact ones for the conservation area consent?

Slightly off tack here but uPVC windows were never going to look like traditional ones and I'm surprised the council allowed it. Wooden ones are so much nicer and can be repaired and thermal performance improved and it probably wouldn't have been much difference in price.

Was the glazing bar meant to be between the double glazed panes of glass? To be honest an applied bar could look better than the internal ones.

But, you aren't happy and they should rectify it. I'd be talking to the council and seeing if they think they are acceptable or not.

Bad windows can devalue a house so you need to be happy.

@NeilBuchananisBanksy My house did not have the original windows sadly, these were removed and replaced with some aluminium ones years ago prior to the area becoming conservation. The house looked so shabby so what I have in now albeit UPVC is far better for the street scene. I had a quote for timber and they were in excess of 25k as all needed doing. The house is not worth what it would cost to replace them with timber and yes UPVC is a poor second choice but they look ok with all of the brass details, lots of neighbours have them. Luckily the council do allow them in this area.

@Ginqueen456 Yes thats what I thought, this is a reputable local firm who have treated me like shit, I expected better from a family firm. Communication is dire and they have left me so so annoyed with the whole process. Their builders were left cash in the house (the house is empty and i am 40 miles away) to brick up two small holes for me as extra (something the sales manager said they would do), they took my cash and left the holes, I have had to ring and ring to get them back in. It is shit like that that boils my blood then I am labelled a "nag".

@NothingIsWrong Not necessarily as some of the houses have the central bar and some do not but the ones on my road do so that is what I requested.

Thanks for the replies I will be back onto them today.....!

The 'nag' comment is misogynistic wankery and needs to be addressed with the person's manager/director.

Hi,
I feel your pain. I've just paid £16K for Windows and about half are not to specification. I'm pretty annoyed but he important thing is that the company seem to want it put right.
I would recommend writing a formal email specifying the issue with the order and asking for resolution dates. As a PP said, swapping the glass is easy. It's the frame part which they don't like touching again. I would say something like "this is not what we expected based on the reviews on Google and TrustPilot". Most are desperate to keep their high rating.
Finally don't beat yourself up on paying in full. Every single windows company we went to insisted on the same.
They're all charlatans I found.

@PragmaticWench

The 'nag' comment is misogynistic wankery and needs to be addressed with the person's manager/director.

That was the MD plus it was said to dh!

I am in a similar position, I paid a deposit but have not paid the balance, despite putting in a complaint I have had no response.
Luckily I had legal cover in with my house insurance and they gave me useful advice about how to word the complaints letter referring to the Consumer Rights Act 2015.
You can also go to your credit card company to enter a dispute, they will then look into your issues.
The company I used are not chasing me for final payment at the moment but if they do I will let them take me to court as my legal cover will provide legal representation.
Good luck

Can you name and shame the company?
I'm fed up of how companies treat women - a "nag" - how dare they!!!
If your dh was dealing with them from the start I bet they'd have got their act together.

You need internal beading, otherwise you'll be forever taking twice as long to clean your windows, going round all those extra edges. Insist on it.

@Ariela

You need internal beading, otherwise you'll be forever taking twice as long to clean your windows, going round all those extra edges. Insist on it.

This is spot on actually. I have internal beading and I have just looked a little closer. It would be much harder to clean if I didn't.

You need to check if Conservation Officer would accept it. Contractor's error.