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Hello!
Any guidance would be hugely appreciated as I've had about a year of stress, worry and bulling from a company who couldn't care less. Here's the notes I've been keeping which should give you an idea of what's happened. Basically, what I need to know is, can I have my deposit back on the second large order as I was led to believe I'd be happy with the front door that turned into a nightmare. Now I have no faith in their ability so should be able to walk away but they want their huge cancellation fee plus interest!! HELP
Any guidance would be hugely appreciated as I've had about a year of stress, worry and bulling from a company who couldn't care less. Here's the notes I've been keeping which should give you an idea of what's happened. Basically, what I need to know is, can I have my deposit back on the second large order as I was led to believe I'd be happy with the front door that turned into a nightmare. Now I have no faith in their ability so should be able to walk away but they want their huge cancellation fee plus interest!! HELP
| 18/8/2020 | paid deposit for door order number 30302494 |
| 25/8 | paid deposit for windows/doors (order number 30303143) as we were told the we'd be so happy with the door by the salesperson. We were misled and want our full deposit back on order. |
| 18/9 | door fitted |
| 18/9 | immediate complaint for poor fitting, wrong lock and wrong colour |
| 19/9 | Email to Peter stating the thumb turn is far too difficult to operate |
| 2/10 | Reported door leaking and provided evidence |
| 2/10 | Surveyor says appalling fit |
| 5/10 | Complained to sales rep, promised call from manufacturer same day |
| 5/10 | Cancellation email sent, no contact phone number |
| 9/10 | Original installer (who the salesperson said 'would never work for us again') returned for 'quick leak fix' |
| 12/10 | Calls to Customer helpline to cancel and speak to manager. No answer |
| 13/10 | Follow up email to cancellation department, no answer |
| 15/10 | Emailed chasing cancellation and advising will refer to Ombudsman as no response |
| 15/10 | Mr Bailey (I have no idea who he is at this point) calls me to say they won't be offering any compensation for the door as per his manager. I asked for his manager and he would not provide. This is deliberate intimidation. |
| 15/10 | Email from Mr Goring - 08:55 - You are correct , the barrel fitted in your door is not the correct door barrel and will be changed to the correct barrel when the door is replaced . Please can you send the Variation of Contract back to me so that I may order the replacement door in the colours that you wish to have. The cancellation request for your other order has been sent to Sales and Cancellations. |
| 15/10 | 15:29 - Mr Goring tells me the basic Yale lock is correct 'The lock fitted to your door is in fact the upgraded lock used on the Composite doors, the price of the door is still the same, once installed correctly , the balance and a gesture of good will , will be discussed.' |
| 16/10 | Mr Spiller refuses to comment on why Mr Goring gave incorrect information regarding the locking system supplied. I replied asking for an explanation and received nothing |
| 16/10 | I asked Ian for his manager's details and this was ignored |
| 23/10 | Mr Bailey calls me to say they won't be offering any compensation for the door as per his manager. I asked for his manager and he would not provide |
| 26/10 | Emailed with newly spotted issues. Part of the door seal is missing |
| 16/11 | Email received at 08:50 saying they were sending someone to look at lock issue. None of us were home and they didn't follow this up |
| 17/11 | Mr Spiller says he cannot help us and would write to confirm. This never arrived |
| 17/11 | I emailed 'Isn’t the cancellation fee only payable if we’d simply changed our minds and not had the worst experience imaginable, coupled with lies and incompetence?' |
| 17/11 | Mr Spiller wrote back 'Unfortunately not, as far as I’m aware it has been ordered. Mr Cornock, can you confirm please.' Mr Cornock never got back to us |
| 30/11 | Nothing heard so sent ultimatum of 18/12 to fit new door correctly or we would reject |
| 1/12 | Mr Bailey emails to provide new installation date of 16/12 |
| 16/12 | Second door fitted, incorrect internal lock, leaking from letterbox as not sealed, weather bar not sealed and fell off where left screw was faulty. New fitter said he was 'fed up with just going round correcting everyone's mistakes' |
| 17/12 | Emailed rejecting the door as failed to supply what we ordered. No reply |
| 17/12 | Email received from Mr Bailey saying contract doesn't state thumb turn lock, trying to get out of rejection. See my email to Mr Goring on 19/9. Mr Goring ignored my issue re the thumb turn |
| 24/12 | Emailed to advise water leaking in and incorrect lock and asking for refund. Pictures supplied |
| 4/1 | Emailed regaring the weather bar, leaking etc, Ombudsman etc |
| 6/1 | Letter received from Mr Cornock (Senior Installation Manager) asking for full balance and threatening interest and court action |
| 10/1 | Thought of the day. Why haven't they ever said sorry. We still have water leaking in to the property and they literally couldn't care less. They've not even mentioned it. |
| 11/1 | Email from Mr Bailey asking the 'issue' had been rectified and if not when would I be available to get it fixed. This confirms the left hand doesn't know what the right hand is doing and also confims their letter of the 6/1 is void as they clearly haven't supplied a satisfactory product as they are begging to fix it for me AGAIN. Note, he ignored the refund request again |
| 12/1 | Anglian are trying to hide Trustpilot negative reviews https://uk.trustpilot.com/review/www...k/transparency |
| 12/1 | I am tired of scrolling though Trustpilot's 1 Star review's for Anglian, I'm on page 50! and there's probably much much more. https://uk.trustpilot.com/review/www....co.uk?stars=1 |
| 27/1 | Email from GGF saying can't help with any 'financial matter' |
| 27/1 | Referred to FHIO as all other avenues exhausted |
| 30/01 | Email to Anglian asking for losses and expenses breakdown |
| 04/02 | FHIO case created Q136717 |
| 15/02 | Chased Anglian re breakdown of losses |
| 18/02 | Chased Anglian re breakdown of losses |
| 23/02 | Chased FHIO |
| 03/03 | Chased FHIO |
| 04/03 | spoke to FHIO to explain. She will get back to me |
| 16/03 | Spoke to chap at FHIO, wants final email from GGF. Email added to case file |
| 25/03 | Chased Anglian re breakdown of losses |
| 30/03 | Letter received from Anglian claiming costs for second contract we've been trying to cancel. Clearly a jerk reaction to me repeatedly asking for the breakdown of costs for 2 months. More bullying. And no mention of the door contract which implies they know they have breached this contract and they know they can't do anything with this. Which further implies we are justified to be released from the windows contract. They obviously don't care that we have a broken, leaking door with incorrect locking mechanism |
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