Frames and Conservatories, 20k Paid deposit - want to cancel - messed around for months

[Jameson78]

Hi CAG team,

 

I have been really messed around with the conservatory company called Frames and Conservatories, based in Bury St. Edmunds.

 

Back in June a representative came to my home and went through the final designs and confirmed to me that the start date would be middle of September and would take approx 2 weeks to complete.

 

Few days later I received an email to confirm the design and quotation for works.

 

I accepted the design and signed the electronic documents by email. 

 

on 20th July, I signed the final electronic documents and on 26th July I received my order number.

 

On 18th August, Frames Conservatory surveyor performed the survey.

 

On 25th August, I received an invoice for "professional fees" £700, which I paid the following day.

 

On 1st September,  I received an email from the installation department stating, “The manufacturers have advised that it is not possible to have the large window as requested due to the side bottom opening windows being oversized. As discussed, there are a couple of alternatives which we could offer you and I have attached a brief drawing to enable you to understand what I was trying to verbally explain to you.”

 

The same day, I replied by email, accepting what the manufactures advise and went through the options suggested and picked one.  I also expressed my serious concerns about the weather due to the delay of the work process.  I also expressed concern regarding the appropriate insulation of our property during rain.  I said I am worried about potential damp issues.  I asked them to take my concerns seriously before works start as to avoid potential future disappointments.  On 4th September, I received updated drawings with the new window design and new electronic documents to sign.  I signed the documents the same day.

 

Since signing the documents no one from the company has contacted me.  I called and left several messages requesting that someone please call me back.

 

They never gave an guaranteed start date in September,  but the middle of September came and went and my efforts to get in touch were ignored.

 

On 14 October I managed to speak to the manager to complain about the delays and I was promised that the builders will come on (today) 18/10/21 at 08:00.

 

I took a few days of annual leave so that I am present for the 18th and the next few days to assist the builders but no one showed.

 

When I called the company office, they did not know why the builders had not arrived.  The manager said he would investigate and call me back.  I told the manager that I was not happy with the service I am receiving and that I no longer wish to proceed and that I want my money back.  The manager promised that someone will call me shortly.

 

After another conversation with the installation manager, I was promised that the builders will come on 20 October (Wednesday) Builder will finish in a week time and that the company will start the windows and the frames on Monday 01/11/2021. Estimated finish time 15/11/2021 (the earliest) or 26/11/2021 (the latest). 

 

I also asked about the protection of the wooden floor. He told me that they are planning to cover that with plastic membrane and not a roof (I have to pay extra).  Of course he cannot guarantee for wall and floor humidity or further damage due to wet weather and the rain. 

 

I don't want them to start on Wednesday - I have asked to cancel the contract but they are not listening.  They are just not listening to me at all. What else can I say to them?

 

As always, thanks so much for your help!

 

 

 

 

 

 

 

 

 

 

 

[Jameson78]

Thank you to both of you for your contribution and advice.

 

I don't have the new start date, which is supposed to be tomorrow, in writing.  So, after reading your advice, BF, this morning I emailed the manager requesting that he confirm the start date to be tomorrow, as he had promised during our phone call.  

I have had no reply.  

 

I trusted this company a little too much, I accepted the verbal assurances and never imagined that I would be messed around like this.

 

I will wait to see if a builder turns up tomorrow...

 

 

[Jameson78]

Thanks BF,

 

I realised that I only have promises from them.  I had nothing in writing.  You may have construed from my opening post that tomorrow start date was confirmed in writing to me.  That is what I tried to get - that simple promise in writing.

Let's see what happens tomorrow.  No more going it alone!  Thanks again.

[Jameson78]

Received an email reply this evening stating that the builder will probably not be with us tomorrow, although the manager is "pretty sure" that the builder should be with us by Thursday "at the latest". 

The email also states that a schedule of works will also be sent, by email, tomorrow...

 

 

 

[Jameson78]

Update:

A skip arrived on Thursday morning and the builder arrived shortly after.  He seems professional and competent.  

Two pallets of bricks arrived later during the day.

The builder and I had a chat about the works and as it was Thursday, and as he doesn't work weekends, he couldn't guarantee the protection of the living room from the elements over the weekend. 

He suggested he starts on Monday (tomorrow).  This made sense to me, although he did offer to work Thursday & Friday and return on Monday.  

I am feeling somewhat confident now that I have met the builder.

Although, the true source of my confidence is derived from the advise and help I have received from this amazing forum that I have been a member of for over 10 years. 

I am taking notes of arrival and departure times of builder and have taken plenty of photos as we go along.

Still no schedule of works sent.  

Will update the forum as we go along.

[Jameson78]

The build is complete.  Plastering and second fix left to do.

 

The skylight is ridiculously small relative to the size of the conservatory.  Skylight installed is 90cm x 150cm. 

The first three versions of the drawings had the correct size skylight.  250cm x 300cm

 

The final fourth version of the conservatory also included, for the first time, the dramatic change in size of skylight.  I didn’t pay attention and signed off the drawings.

 

I asked the manager to visit me on site to have a look for himself.  He arrived today.

 

He agreed with me that the skylight is too small and looks rather silly relative to the size of roof and he couldn’t understand how or why the change in size in the skylight had occurred.  He blamed his designer.  He accepted that this was an error, in the presence of the builders.  I understand I signed this off but he also accepts that any major changes should have been talked through with me personally and a specifically detailed in wording on the fourth version, as an addendum. It was not.

 

He immediately called the window frame supplier and engineers to confirm how long it would take to order the new size.  He said he would call me back with dates later.

 

This afternoon he called me to say that he has all the lead times with all the relevant parties and everything will be corrected and the conservatory will be completed by 13 December.  I am happy with that.  However, he added that I probably would not have to pay for the changes.

 

I explained that I should not be paying for this.  He accepted that it is his designers fault and I probably won't have to pay.

 

He will call me tomorrow to confirm if I would be paying or not.