New front door fitted badly.

blackvalley

https://www.boards.ie/discussion/comment/123743674#Comment_123743674

” HANDYMAN “ ! . Please don’t give handymen or handywoman a bad name. I have seen the finest of work carried out by people without formal qualifications and I have seen qualified people doing jobs in my own house that I look at and say “ id have done better myself “ and I’m not in the building trades.
That door fitting if you can call it fitting looks like it was done by someone who has never handled a tool before or watched anyone else do so . My three year old grandson has produced better finishes with his play dough than that plastering.

El Gato De Negocios

While I absolutely sympathise and that is clearly a botch job, they told you from the get go that they dont usually remove old doors and primarily work on new builds. That should have been a red flag straight away tbh. Its likely there was a disconnect between the sales person and the (probably) third party fitter and the people that fitted it didnt have the required skills to remove and replace. Fitting a door on a brand new build is a ways away from removing and replacing. Hopefully you get sorted.

Donutz

Morning all. So yesterday they spent 3 hours pretty much taking out the door and refitting it. The new guy that had come was competent. In fairness he did a proper job. The door is now pretty much flush with the tiles, skirting board and inside wall.

He has to come back today to plaster the wall on the outside as the insulation foam he put in wasn't dry and it was getting late.

Ince he finishes up today I will post some photos but it looks like he's fully rectified the mistakes of his colleague.

893bet

https://www.boards.ie/discussion/comment/123743766#Comment_123743766

Great news. Shouldn’t have happened but moving in the right direction.

What age range were the original fitters?

mykrodot

God OP you have the patience of a saint, that job was horrific. I got a new door on an old house last year, the company is in Ardfert Kerry and were absolutely amazing, the best money I ever spent (3.5k). A friend got windows from Glin in Limerick and had nothing but problems.

If I was you I would have lost all faith and confidence in this company! I would probably have gone ahead with the chargeback and gone to another company entirely. My trust in their ability would have been smashed and I wouldn't have wanted any of them inside my front door (excuse pun)! To even think it was ok to walk away and say "there you go, job done" is laughable. The audacity of them! I wouldn't have given them a 2nd chance but then again that's probably the law that they have to be allowed make it right.

There are indeed 2 companies in Glin but one of them only supplies to the trade, the other is the bigger company and supplies to the public. To be fair their reviews on Trustpilot are very good so it's surprising you got such an awful experience.

Donutz

https://www.boards.ie/discussion/comment/123743785#Comment_123743785

Original guys were around 30 and 25

Donutz

https://www.boards.ie/discussion/comment/123743798#Comment_123743798

The most upsetting part was the company's lack of urgency. Mistakes are made from time to time and I'm more than willing to accept that even thought this was a massive cock up.

What annoyed me the most is that it took 3 days for them to come to fix the job. And that was only after numerous phone calls and emails.

If it was a small error I could accept that but they left it looking like a building site. We were told not to step on the threshold because there was nothing supporting it underneath but we have 3 kids that are constantly coming in and out. Try getting them to not step on the threshold and you'll find it almost impossible.

Still though it looks like it's finally getting sorted. Just waiting for them to come and do 30 minutes more work at the front.

Donutz

Job finally done to my satisfaction.

The door is finally where it should have been put 4 days ago.

I know there's half a tile missing but I'm not bothered about that because we are getting new flooring in a couple of weeks.

Also they left without replacing the top hinge cover but the fittings manager said he would post one out to us.

I would have been delighted if this is the way they left it on Monday but after all the stress that it brought I think I'll be using a different company for any future windows or doors.

Nigzcurran

Hard to tell from the pic but did they silicone any of the door on the outside?

Donutz

https://www.boards.ie/discussion/comment/123744605#Comment_123744605

No they didn't. They cemented the gap. Don't think it will need silicone but if it does its something I can do myself.

JVince

Ok, so the response wasn't perfect but it wasn't anywhere near the Armageddon style that is suggested by many.

The original fitters should have walked away when they realised they didn't have the experience for this job (which they stated)

Day 1 - original job

Day 2 - you made a complaint

Day 3 - they arranged to get to you the following day

Day 4 - they arrived (a few hours late) and redid the job to a good standard. Rather than rush the finish, they said they'd come back today for finishing touches.

Day 5 - back as promised and job finished to your satisfaction.

So two days to mostly fix the issue and fully fixed on the morning of day 3.

Shouldn't have happened in the first place, but the response was reasonably good.

Really don't know why you ran to do a charge back in such haste - maybe heat of the moment from reading the Armageddon type responses by some posters here. Usually chargeback is a last resort mechanism.

con747

https://www.boards.ie/discussion/comment/123744766#Comment_123744766

Did you read all of the OP's posts? If you think that's all reasonable the way they were being treated then something is wrong if you think starting a charge back was premature.

Donutz

https://www.boards.ie/discussion/comment/123744766#Comment_123744766

That's not quite accurate.

Day 1 Original job

Day 2 9am: Made complaint. Was told by the aftersales agent that she was just back from holidays and can't be dealing with this right now.

Day 2 10am: Was given the aftersales private phone number to send on photos. Not forthcoming with an email address to send on said photos

Day 2 10am to 2pm: Absolute silence from company

Day 2 2Pm : Managed to find an info@companyname email address on thier website so sent off complaint with photos to that address.

Day 2 2:30pm: Fittings manager emailed to say he would get it sorted ASAP

Day 2 2:30pm until close of business: Absolute silence

Day 3 9am: Rang fittings manager for update. Was told he can't do anything until he spoke to his manager at lunch time.

Day 3 2pm: Fittings manager rang to say an engineer and measuring guy would call first thing in the morning to inspect the door.

Day 4: No sign of anybody first thing in the morning

Day 4: 11:30am Rang fittings manager to see if his men were lost. I was told that they had 7 calls to make that day and my house was next to be called to. I reminded him that I was supposed to get a call first thing in the morning and all he said was "well they will be with you next"

Day 4 2Pm: Still no sign of anybody so rang fittings manager again. He told me they were still on the same job.

Day 4 3:30pm: Fittings manager rang to say the original guy was coming with another guy to fix the mess he made on Monday.

Day 4 4pm: Reluctantly let the 2 men that came work on fixing the door.

Day 5 11am: Both me returned for 30 minutes to finish up some patching work.

It's not the fact that they made an ass of the job in the first place. It's the fact that the 3 days between, there was no acknowledgement of any mistakes made, no clear guarantees that they would fix the job, numerous promises of call backs and call outs that never happened.

You'll forgive me for thinking that they were gonna wash their hands of this and that their promise of somebody coming to have a look at the damage was never gonna happen.

In fact, I think there is no coincidence that 2 people arrived to fix the door 90 minutes after I initiated a chargeback on my credit card.

SteM

I always thought chargeback was used if the supplier would engage with you as a means of last resort.

JVince

@Donutz a merchant would never know about a chargeback for at least 7-10 days.

Here's how it works

You contact your card provider - once they verify the information, they send details to visa or mastercard. Visa / mastercard then send details to the merchant's processor who will then contact the merchant to provide details.

As I said, it was not perfect - but mostly resolved in 4 days in the middle of holiday season and when most likely they already had all their workers booked into jobs is quite good and no where near the Armageddon situation you made it out to be.

anewme

That was an Armageddon job, no two ways about it.

The bit about the plastering .....'looks as though the walls around the doorframe were hit by a mild earthquake." Made me laugh, but it was more than true.

I think OP has been very measured in their responses and was right to initiate a charge back...trust was broken and the OP was not confident the company had the ability to sort it, if that's the quality of their work.

I'd have had a complete mickey fit if someone left my house like that.

Donutz

https://www.boards.ie/discussion/comment/123745175#Comment_123745175

I'd have to disagree. Just remember that when the fitter left on day 1 it was a case of thanks for the 3 grand. We destroyed your door.

Between then and yesterday evening I was fobbed off at every opportunity. No apologies, no promises to fix anything. Just a vague word that they would come and have a look at it. They were sent the same photos that I posted on here.

That's almost 3 days without them even admitting they made a mistake.

Would you have just sat around while they banked your money?

JVince

https://www.boards.ie/discussion/comment/123736023#Comment_123736023

@Donutz

There's my initial replay,

Calm and collected.

I suggested a polite email with photos is the way to get a reply - you sent that and you got a reply.

I suggested you tell them you want it finished by the weekend - it was. Whilst you may have wanted it done an hour after contacting them, having the right person complete the job properly is far more important and if that needed an extra day, I'd be happy with that.

You catastrophied the issue by listening to the scaremongerers that permeate any post like this (seems to be the same posters all the time too) - almost suggesting a mob rule type response. You brought the issue to their attention on Tuesday morning - it was rectified Thursday evening with just a finishing touch needed on Friday. I'd be happy with that response as would the vast majority of people.

Nigzcurran

https://www.boards.ie/discussion/comment/123746812#Comment_123746812

Trying to defend that effort of workmanship and the subsequent reaction of the company is pointless. It was shite from start to finish. Any company that employs fitters that are only able to install on a new build should at least have a system in place where they absolutely never ever attempt to do any work on a replacement door. Op had paid over the full price which any decent company should never ask for till the work is completed and customer is happy

CoBo55

https://www.boards.ie/discussion/comment/123746812#Comment_123746812

I agree 100% with you, yes it shouldn't have happened in the first place but to be sorted within 3 days is brilliant.

rock22

Well done getting it resolved to an acceptable standard. Not certainly not perfect and a sh*tty experience.

I had a similar issue a number of years ago. i found that the fitters were contractors supplied by the door/window manufacturers. And that made it difficult to resolve as the vendor was insisting, just like in your case, that the original fitters fixed it.

The fact that they sent a 'proper fitter' back with the original 'cowboy' would suggest they intend to use him again. That is certainly worrying.