shoddy goods

[millystu]

I had a new gas fire and marble hearth and surround fitted in may 2013.
the surround backing moved,they came out to sort it but it is still not right.
The company should have sent a card about the service of the fire and they didnt .
We have had to keep ringing and going to see them about the faults.
They were supposed to service the fire at the beginning of january and never turned up,
so I went to see them again.Meanwhile the fire broke down so they said they would come out on the
saturday,so my wife stayed in all day but they didnt turn up.
After several calls they turned up the following wednesday botched the surround got
the fire working and then refused to service it saying we should get some other company to do it.
Where do I stand in this situation as it is giving us alot of stress.

[PAWS]

Re: shoddy goods

Is this a small local company or part of a large organisation? The reason I ask is if it is a large company then it might be time to escalate the issue, i.e. Talk to the Organ grinder and not the monkey'.
If it is a small local set up then you can either try to get to speak to the owner or find out what accreditations they have and who they are regulated by. There will be a smart beagle on here who will tell you where to make a formal complaint depending on what sort of a company they are.
Switch to email for all contact so you have a paper trail and make a list of all the phone calls and who you spoke to if you haven't already done so.

[wales01man]

Re: shoddy goods

Was servicing the fire included in the price you paid?
If its gas check they are gas safe registered