Kitchen Makeover. A mess. Where do I stand with the Company?

Happened to us, kitchen was a problem from start to finish. The designer got his measurements wrong and none of the units would fit without moving a doorway. The fitter damaged one of the overhead cupboards, twice, and new one had to come from Germany so a month or two before work could be finished.
Kitchen was bought from the most well known department store and there was no way they were getting away with the shoddy work. They paid for the builder to move the kitchen door and rebuild the wall, they deducted a percentage of the cost of the Corian worktops and a lump sum in compensation.
Not sure we would have got anything if I hadn't threatened to name the department store to all the national dailies though.

My advice would be to have another person with you if he does come to your home.You will then have support if he tries to argue with you.Unfortunately I have had past experience of this happening.
I hope all goes well for you.

We’ve just bought units from a reputable company and pieces are missing. Hell to pay tomorrow.

BBC's Watchdog may have had complaints about this company and would be interested in taking up your case.
www.bbc.co.uk/programmes/articles/2DQwStWpWjfYJQprQFN70TS/watchdog-on-the-one-show

Good luck, be firm!

Thanks you so much, everyone. I'm so grateful for your replies. I will let you know what happens.

A problem with a fitted kitchen was well and truly stuck between us and the supplier. I used the free Resolver service which led to the eventual involvement by the furniture ombudsman as the complaint was about a cupboard fitting. All I needed to provide was detail from the installation paperwork. The totally disinterested supplier suddenly became very approachable and in essence we achieved what we set out to. In fact a little more. I’m not sure if it’s an appropriate route in your case but might be worth checking

It’s also worth checking if the franchisee advertise themselves as a member of a trade association, if so some associations will mediate.

Totally agree with others. Don’t give the franchisee a penny more. Trading Standards, the CAB or any advice organisation local to you are certainly worth talking to. Also negative comment, as long as you stick to accurate facts, via any social media platform.

Good luck, be strong and please keep in touch. We’ll support you all the way.

As most have suggested, don’t hand over another penny!
If necessary, consider that the money that you have paid was wasted and you have nothing to show for it - that should focus your mind on holding on to the balance he says is due. For all you know, he may have no intention of trying to resolve the damage caused since he is only willing to argue over work he won’t come to inspect. .

Tell him no visit, no completion, no more money. You’ll probably need that money and more to employ a reputable tradesman. Give him 7 days to complete the work to your satisfaction and before you take further action. You’ll soon find out if he’s ‘all mouth and trousers’, but at least you won’t have thrown away any more money.

Good luck and don’t be anxious.

Good point. The OP could go in all guns blazing and threaten them with it all.

Doodledog

Local FB pages reach far more potential customers than a national paper though. And if they make a habit of poor customer service others will join in to back you up.

It isn’t just a case of getting a letter published, though. The newspaper does liase with the dodgy company.

What an absolute nightmare for you, but there are some really good suggestions on here. I wish you luck….

We have previously had two successes through small claims, one was against a national d-i-y store which I was advised was a waste of time. Trust Pilot is also brilliant for getting results if the company is registered with them. It seems that companies that use the site actually read the reviews and respond to them. I have a few issues resolved this way. Your kitchen sounds awful, do not pay them another penny. I hope you get it fixed up soon.

Years ago we took a double glazing company to small claims court as they took our money, but never supplied and fitted our front door.

We won our case, but to this day we never got our money as the company in question went into administration. Almost immediately they set up under a very similar name.

MaizieD

Perhaps your local Trading Standards officer would be interested in this bodged job?

I would contact them for advice.

I certainly wouldn't pay out any more money...

I had a similar issue and Trading Standards were very helpful.

My daughter bought some tickets to the u.s.a. Some years ago through a travel company. They started changeing dates and times etc and said this was the only dates the tickets were now valid for. My daughter got in touch with radio 4 you and yours and they were very keen to get her on the radio. When she e mailed the ticket company and told them this was going to happen on national radio they couldn’t sort out the matter fast enough. She also did the Twitter thing however you do that. Maybe if you have adult children or a neighbour who uses Twitter to do it. DO NOT PAY ANOTHER PENNY though.

Local FB pages reach far more potential customers than a national paper though. And if they make a habit of poor customer service others will join in to back you up.

I’ve often found that bad publicity is a good weapon to use. And, in the past have written to problem pages in national newspapers. When my daughters new car was damaged by some roadworks and had to be re sprayed we wrote to the Observer and the matter was resolved. Many years ago I used a local paper when I had a cowboy job done on some brickwork; the company had advertised in the paper. They refunded my money and I had the job done properly be someone else. DH tells me that The Times have a page called Money page/troubleshooter, the person who investigates these problems is called Catherine Dunham. Might be worth contacting her.

Pippins6133

Thank you for your helpful replies so far. Doodledog I hope all goes very well.

Thanks. Do let us know how you get on?

If you haven't already paid them more than £10k the small claims court is worth a try - again, the threat might be enough to galvanise them. I agree that you shouldn't pay them any more until you are satisfied.

Don't pay any more and contact Trading Standards.

Good luck Pippins.

Just a thought, the threat of a court claim may make him fix it.

Doodledog

Oh, how disappointing. I am getting mine done (similar works) in a couple of weeks, and am really looking forward to it being finished so I can imagine how you must be feeling.

I would tell him that you are going to the small claims court, and also detail every stage of the progress of your claim on your local Facebook page. It doesn't matter if you don't have a FB account, the threat might be enough. You can file a small claim if the total is £10,000 or less, I think. I've never done it, but understand that it is a simple process.

Good luck.

Not necessarily. Several years ago my DH in his car was reversed into by another car. The driver was uninsured. Small claims court - driver didn't turn up. DH awarded costs etc. Turned out the driver lived in rented accommodation with his mother and step father. He had no assets. Everything in their home belonged to the parents. My DH could have hired a bailiff but that would have been throwing good money after bad.

Prior to that I took a former client to the small claims court. The company had folded and he transferred the assets. I had no recourse. This is back in the days when the maximum was £600.

Don't pay any more.

www.gov.uk/make-court-claim-for-money/make-claim

Thank you for your helpful replies so far. Doodledog I hope all goes very well.

Oh, how disappointing. I am getting mine done (similar works) in a couple of weeks, and am really looking forward to it being finished so I can imagine how you must be feeling.

I would tell him that you are going to the small claims court, and also detail every stage of the progress of your claim on your local Facebook page. It doesn't matter if you don't have a FB account, the threat might be enough. You can file a small claim if the total is £10,000 or less, I think. I've never done it, but understand that it is a simple process.

Good luck.