brighthouse new customer issues ** Settled **

[renegadeimp]

Don't make it public just yet. Let them mess up first. Follow official complaints procedure And keep your cards close to your chest

[citizenB]

Still no contact. Shall I make the recording public.

 

Brighthouse your aware I have a recording of the sale, which is foul and totally against the cca to say the least.

 

I'll post public ally Wednesday as they have had plenty of time to respond now

 

CAG doesn't permit recordings to be posted on the site.

[silverfox1961]

Can I add one other thing about recordings. If you recorded a conversation without their consent, you would fall foul of the law in publishing the recording.

 

Any transcript of the conversation is fine so long as you do not identify anyone.

 

I still wouldn't do that either as it can only get their backs up.

 

We are here to assist in getting these companies to change their ways and start treating customers fairly and not just to increase profits.

[Jason BrightHouse Web Rela]

Good Afternoon nellyj99,

 

I am sorry there has not been any contact from the Regional Manager since the account holder spoke to the Manager covering.

 

I have chased this up with the Regional Manager for your friend today.

 

If the account holder has not heard anything today, the customer relations team will be able to assist and see if the call can be transferred directly through to the Regional Manager.

 

Thank you for your patience at this time.

 

Jason

Web relations

[nellyj99]

No call has been made today.

 

Thank you Jason I have to say you are the only one to be supportive and provide the guidance ill ensure a follow up call is made to customer relations tomorrow

[nellyj99]

The recording has now been released.

 

Very promptly the customer service director calls.

 

They have a divisional manager ready to commence an investigation.

 

Will update shortly

[fkofilee]

The CSD?

 

Wow...

 

Where did you release it?

[nellyj99]

To all brighthouse emails I could locate and there CEO.

 

four weeks I been waiting and they phoned within ten minutes of receiving it.

 

 

They are getting back to me by 5pm so fingers corssed

[fkofilee]

Could you pm me the link. I'd like to listen to it...

[nellyj99]

After 4 pm tomorrow if they don't comply to an agreement made with Gary MCKENZIE today. I have agreed to withhold the clip from any public forum until then.

 

However it includes a staff member saying if you don't pay we'll come to your house and take the goods anyway possible after all we have the right to repossession. If you don't pay we will hound you.

[fkofilee]

Nelly... As above.

[dx100uk]

ouch they said that on the phone

now how many times have we seen the brigthouse rep deny this as well as the CEO say the same?

 

 

dx

[renegadeimp]

If they have said that, i wouldnt agree to anything the idiots say. i would be going straight to the FCA/FOS and the press.

[nellyj99]

The audio was recorded instore at the time of signing the contracts.

 

This was a member of staff reinforcing the way brighthouse works.

 

They know there dealing and this is being released today at 4pm

[nellyj99]

There rep is lying then as I have the evidence. The customer service director said on phone me me we have a lot of hearsay complaints he said that etc but this is a prime example of how the one rogue slipped through the net

[fkofilee]

Look Nelly

 

Not being rude but it's all good saying 4pm release etc.

I believe you have it, however making threats / promises is not a good idea.

 

Yes you have the upper hand for now. But do this conservatively for maximum effect. Also remember though, CAG won't allow you to release it here because of the larger implications

[nellyj99]

Messaged you

[nellyj99]

They are just as bad from the top down.

 

They offered 100 compensation for all this distress and failure to deliver and being threatened to have my DOOR SMASHED IN IF I DIDN'T PAY.

 

I expressed I was unhappy with the resolution, he replied and asked what would I consider a fair outcome.

 

I replied and said the sofa that was originally purchased to be told that I was blackmailing them.

 

At which point the call was terminated.

[nellyj99]

The address for any sort of litigation will be our Head Office address which I will provide.

 

*

 

In reference to the implication of blackmail. What I said was we need to consider that in how we offer any sort of redress , I did not say or imply that this was what you were intention was. Unfortunately you chose to terminate the call before we could discuss the situation any further. I accept that you appeared frustrated with the call , however I am still happy to discuss further if you want to me to call you back and try and find a suitable resolution. I will respect you wish not to continue to call you unless you advise otherwise

 

*

 

I am available today up until 4pm should you want to speak to me

 

*

 

Our address is as follows

 

*

 

5 Hercules Way

 

Leavesden Park

 

Watford

 

WD25 7GS

 

*

 

Regards

 

Gary

[nellyj99]

Would you not be frustrated after being told if you don't pay we will smash your door down, three weeks later they are demanding payment yet no goods been delivered.

 

Then they threaten to come to my home and do a payment review.

 

Yes I was frustrated

 

If anyone would like to hear the clip.

 

Feel free to message me.

 

Site team any way you can flag this to the Brighthouse rep on here please

 

Don't make it public just yet. Let them mess up first. Follow official complaints procedure And keep your cards close to your chest

 

The official complaint process resulted in me being accused of blackmail

 

If they have said that, i wouldnt agree to anything the idiots say. i would be going straight to the FCA/FOS and the press.

 

 

That is exactly my next move aswell as litigation

 

I have no faith in the fos

 

Leo McKee (ceo)

 

You should be ashamed

[honeybee13]

Site team any way you can flag this to the Brighthouse rep on here please

 

They should be monitoring the thread, I would think, Nelly.

 

HB

[honeybee13]

If anyone would like to hear the clip.

 

Feel free to message me.

 

Nelly, it's not wise for people to send you personal contact details, I've edited your post.

 

HB

[nellyj99]

Litigation advice.

 

Reason for claim to submit on MCOL

 

the defendant has breaced their obligations under the Consumer Protection from Unfair Trading Regulations 2008.

 

They have also breached the consumer credit act 1974.

 

Full particulars of Claim will follow

[dx100uk]

IMHO

 

 

one the audio file has been edited

 

 

he quite clearly says they will goto court

and enforce agreement and get their goods back

 

 

then relates to a 'possible' story he heard

where by 'someone' went around someones house

and simply barged in to get goods

doesn't say it was BH staff at all.

 

 

dx

[nellyj99]

IMHO

 

 

one the audio file has been edited

 

 

he quite clearly says they will goto court

and enforce agreement and get their goods back

 

 

then relates to a 'possible' story he heard

where by 'someone' went around someones house

and simply barged in to get goods

doesn't say it was BH staff at all.

 

 

dx

 

That is a snap of the recording

 

I have emailed the full clip over to you.