0:00:02 > 0:00:05For years now I've been on a crusade to combat your consumer woes.
0:00:05 > 0:00:08But there are still companies out there who aren't taking the hint.
0:00:08 > 0:00:11Big companies only care about money.
0:00:11 > 0:00:14On a daily basis thousands of you are being taken for a ride.
0:00:14 > 0:00:17And it is always the same old stuff -
0:00:17 > 0:00:21bad customer service, poor product, dodgy workmanship
0:00:21 > 0:00:23and dreaded terms and conditions.
0:00:23 > 0:00:26Big companies don't show respect to the consumers.
0:00:26 > 0:00:30These dismal dealings can drive you to despair,
0:00:30 > 0:00:33leaving you feeling abused and confused.
0:00:33 > 0:00:35But fear not...
0:00:35 > 0:00:38because I will take them on to make sure you don't get done.
0:00:58 > 0:01:02Coming up on today's show...
0:01:02 > 0:01:03a double glazing job
0:01:03 > 0:01:06that has left two unhappy customers out in the cold.
0:01:06 > 0:01:09I am really angry and just feel as though I have been ripped off.
0:01:09 > 0:01:11We unlock the secrets of rip-off tradesmen
0:01:11 > 0:01:14hired to help you unlock your doors.
0:01:14 > 0:01:17Our industry is plagued with guys who have done a weekend course,
0:01:17 > 0:01:19bought a bunch of tools,
0:01:19 > 0:01:22and are sent out on the streets the following Monday.
0:01:22 > 0:01:25And we hit the town to arm you with the knowledge
0:01:25 > 0:01:26to stop you getting done.
0:01:26 > 0:01:28I will bear that in mind for the future!
0:01:36 > 0:01:38We all want our homes to look their best, don't we?
0:01:38 > 0:01:40After all, we are a proud nation.
0:01:40 > 0:01:43What better way to improve the appearance of our home
0:01:43 > 0:01:45and its value, by installing double glazed windows?
0:01:45 > 0:01:48They keep the cold and the noise out,
0:01:48 > 0:01:51keep the warmth in, and are more environmentally friendly.
0:01:51 > 0:01:53But what happens when the installation
0:01:53 > 0:01:56and the payment for the double glazing
0:01:56 > 0:01:59becomes a complete and utter pain?
0:02:05 > 0:02:07Two people experiencing just that
0:02:07 > 0:02:10are Laura De Klein and Linda Fouldes from Oxford.
0:02:10 > 0:02:15They wanted new double glazing installed on their three-bed house.
0:02:15 > 0:02:19But three years later they say it is still not finished
0:02:19 > 0:02:22and that they now face a bigger bill than they originally agreed.
0:02:22 > 0:02:25But this is not what they had in mind
0:02:25 > 0:02:28when they hired glazing giant, Anglian Windows.
0:02:28 > 0:02:30Anglian professes to offer the best.
0:02:30 > 0:02:33the best quality, the best customer service,
0:02:33 > 0:02:36the best windows and doors.
0:02:36 > 0:02:40And that was one of the reasons we decided to go there.
0:02:40 > 0:02:43We figured, this is a nationwide company,
0:02:43 > 0:02:45you should be able to trust them.
0:02:45 > 0:02:48They had all the logos everywhere to say that you could.
0:02:48 > 0:02:51Personally, I was feeling quite confident with them.
0:02:51 > 0:02:54Laura and Linda signed up for the full shebang.
0:02:54 > 0:02:56A complete set of new windows and doors.
0:02:56 > 0:02:59And they took advantage of a special finance deal Anglian were promoting.
0:02:59 > 0:03:04I wanted to try to get as much cost reduced, as much I can.
0:03:04 > 0:03:07Because, to be fair, it is a hell of a lot of money.
0:03:07 > 0:03:12The ladies bagged themselves a hefty discount of over £1,400
0:03:12 > 0:03:16bringing the total cost down to £5,944.
0:03:17 > 0:03:20We were told to brace ourselves for a quick installation.
0:03:20 > 0:03:21Which I was quite amazed by.
0:03:21 > 0:03:24But this couldn't be further from the truth
0:03:24 > 0:03:28as two-and-a-half years later, the installation is still not finished.
0:03:30 > 0:03:34We contacted them, we continually phoned up,
0:03:34 > 0:03:37to find out, well, what is going on with the installation?
0:03:37 > 0:03:39It was an absolute nightmare.
0:03:39 > 0:03:43And Anglian Windows are now not only chasing them for the money
0:03:43 > 0:03:44but they also want more
0:03:44 > 0:03:47than Laura and Linda agreed to pay in the first place.
0:03:47 > 0:03:49I was really frustrated.
0:03:49 > 0:03:52To go through all of this, up to this point,
0:03:52 > 0:03:55after all the promises and reassurances,
0:03:55 > 0:03:58and still they can't get it right?
0:03:58 > 0:04:02Needless to say, their confidence has been well and truly shattered.
0:04:02 > 0:04:04I am really angry with the fact
0:04:04 > 0:04:07that I just feel as though I have been ripped off.
0:04:07 > 0:04:10At this point, there's absolutely no trust.
0:04:10 > 0:04:13As far as I am concerned, the sooner it all gets finished, the better.
0:04:13 > 0:04:16I cannot believe the company can get away
0:04:16 > 0:04:20with behaving in such an unprofessional manner, at all.
0:04:20 > 0:04:23So they have called upon the services of yours truly
0:04:23 > 0:04:25to see if I can get things moving.
0:04:29 > 0:04:32Oxford. A beautiful part of the country.
0:04:32 > 0:04:35Except today, there is unhappiness in the air.
0:04:38 > 0:04:40Hi, you must be Laura?
0:04:40 > 0:04:41Hi, Dom. Lovely to meet you.
0:04:41 > 0:04:44And you too. The double glazing looks nice from here.
0:04:44 > 0:04:46Yes, it is good on the outside.
0:04:46 > 0:04:48Do you want to come and have a look inside?
0:04:48 > 0:04:49Yeah. Why not?
0:04:49 > 0:04:52But before I take a closer look at the windows,
0:04:52 > 0:04:54I want to get all the details.
0:04:54 > 0:04:56Right. You are the one who recommended Anglian, I hear.
0:04:56 > 0:05:00Yes, I was. I had it installed in a previous house.
0:05:00 > 0:05:03The installation went absolutely fine,
0:05:03 > 0:05:06so I put the idea forward to use them this time.
0:05:06 > 0:05:10I get a good idea of the good guys and the bad guys out there.
0:05:10 > 0:05:12Because we get complaints, and we know the companies
0:05:12 > 0:05:14we get lots and lots of complaints about.
0:05:14 > 0:05:16I can tell you Anglian aren't one of them.
0:05:16 > 0:05:18so yours was a little bit surprising actually.
0:05:18 > 0:05:21My general thought on them was, probably quite a good company.
0:05:21 > 0:05:24Certainly one of the biggest and they have quite a good reputation.
0:05:24 > 0:05:26So what has gone wrong here?
0:05:26 > 0:05:29They were supposed to be installed in April. And April came and went.
0:05:29 > 0:05:32No-one contacted us. So we called the branch.
0:05:32 > 0:05:36We were told that the windows still were not ready.
0:05:36 > 0:05:37They called us at the end of May
0:05:37 > 0:05:40for installation in June.
0:05:40 > 0:05:44When the date came up, no-one pitched up, no-one turned up.
0:05:44 > 0:05:47So we called the branch and said, "Where are they?"
0:05:47 > 0:05:49They said, "Sorry, you are not on our board.
0:05:49 > 0:05:52"The admin lady has not put your details out.
0:05:52 > 0:05:54"so you haven't been booked."
0:05:54 > 0:05:57Oops. I must say, this doesn't sound like the best of starts.
0:05:57 > 0:06:01But I am sensing it is just the beginning.
0:06:01 > 0:06:06Then we reinstalled, we had the installation date moved again.
0:06:06 > 0:06:08This time they turned up, which was great.
0:06:08 > 0:06:12But only with half the windows. That was in August.
0:06:12 > 0:06:15Crikey. So they waited seven months
0:06:15 > 0:06:17only for the fitters to turn up with half the stock?
0:06:17 > 0:06:21The further half then came on the second day.
0:06:21 > 0:06:24But they arrived with blemishes in the windows.
0:06:24 > 0:06:27It then took them a further six weeks to re-do those windows
0:06:27 > 0:06:30and get those installed.
0:06:30 > 0:06:33But when they arrived, the windows were broken in the van.
0:06:33 > 0:06:36So they had to wait another six weeks
0:06:36 > 0:06:40to get those ordered and made before they could be installed.
0:06:40 > 0:06:42So far, we have had broken windows,
0:06:42 > 0:06:47wrong ordered windows, ones not arriving,
0:06:47 > 0:06:51those that did arrive, broken, and all of this has been continual.
0:06:51 > 0:06:54Are you sure that you placed this order with Anglian Windows
0:06:54 > 0:06:56and not Bodge and Leggit, the builders?
0:06:56 > 0:06:58We are starting to ask ourselves the same thing.
0:07:00 > 0:07:02The ladies tell me the fitters returned to their house
0:07:02 > 0:07:05a further five times, and guess what?
0:07:05 > 0:07:07The windows still weren't right.
0:07:07 > 0:07:10What on earth were they doing?
0:07:10 > 0:07:14What did Anglian promise the ladies when they signed up for the windows?
0:07:14 > 0:07:18And we were told to brace ourselves for a quick installation.
0:07:18 > 0:07:22Generally speaking, that first, let's say, year, to round it up,
0:07:22 > 0:07:28was nearly all problems that they generated, not you guys.
0:07:28 > 0:07:31Absolutely. And we had to continually chase them.
0:07:31 > 0:07:37They didn't contact us or pitch on the day of installation.
0:07:37 > 0:07:39'It seems this case is less about broken windows
0:07:39 > 0:07:42'and more about broken promises,
0:07:42 > 0:07:45'but on top of the double-glazing not being finished,
0:07:45 > 0:07:47'Laura shows me that the issues with Anglian
0:07:47 > 0:07:50'are more than delayed installation.'
0:07:50 > 0:07:53- So we've got the main bedroom here, yeah?- Right.
0:07:53 > 0:07:56So, they replaced all of these windows,
0:07:56 > 0:08:00except there's a crack that's come up all the way through here
0:08:00 > 0:08:04and then all the way down, and that leads down into the lounge.
0:08:04 > 0:08:06Let's have a little look. I can see a lot of a filler.
0:08:06 > 0:08:09- Is this where you're talking about? - That's correct.
0:08:09 > 0:08:13I'm no expert, but I know a lot about this industry.
0:08:13 > 0:08:16That's a reasonably minor job, but you're only way out of this
0:08:16 > 0:08:18is to completely remove that wallpaper,
0:08:18 > 0:08:20have that rubbed down, quite a quick job.
0:08:20 > 0:08:23Your options then are to get a different wallpaper,
0:08:23 > 0:08:26something which hopefully complements this one,
0:08:26 > 0:08:28or just have it as a bare wall and paint it.
0:08:28 > 0:08:30Quite often a lot of these companies will say,
0:08:30 > 0:08:34"There will be some minor repairs which you might need to fix."
0:08:34 > 0:08:36It depends on how it was explained to you.
0:08:36 > 0:08:39None of that was explained and that's what I'm upset about.
0:08:39 > 0:08:44I thought there might be some little things and I'd be OK with that.
0:08:44 > 0:08:48They didn't explain any of that. They gave us no kind of warning.
0:08:48 > 0:08:52"There may be some of this or there may be a few small cracks."
0:08:52 > 0:08:54We got nothing like that at all.
0:08:54 > 0:08:57It's the customer service, because as you just said,
0:08:57 > 0:08:59- had you been warned, you'd have expected it.- Absolutely.
0:08:59 > 0:09:01And then I have no issue with it.
0:09:01 > 0:09:04As well as the crack and the ripped wallpaper,
0:09:04 > 0:09:08Laura tells me that the fitters caused a further £525 damage to her house,
0:09:08 > 0:09:13including scraping a bathroom cabinet and denting her greenhouse.
0:09:13 > 0:09:18And one of the windows downstairs is cracked and need replacing.
0:09:18 > 0:09:20To be fair, Anglian have agreed to pay for damage
0:09:20 > 0:09:24and replace the faulty window, but only when Laura and Linda
0:09:24 > 0:09:28settle their bill, and this argument has been to-ing and fro-ing,
0:09:28 > 0:09:30with no sign of getting resolved.
0:09:30 > 0:09:32Linda, you've got a big folder.
0:09:32 > 0:09:35Let's talk about the money. How much was the job?
0:09:35 > 0:09:41What they originally quoted us for the job, it was £7,435.
0:09:41 > 0:09:45Then, if we did their finance, they would then take a bit more off it,
0:09:45 > 0:09:48and that would then leave us with £5,997.
0:09:48 > 0:09:50Let's round it up. Six grand.
0:09:50 > 0:09:55Anglian were offering a discount of £1,438
0:09:55 > 0:09:58if Laura and Linda paid for the windows through a finance deal
0:09:58 > 0:10:01which spread the payment over ten years.
0:10:01 > 0:10:06With interest, this would bring the total amount to around £15,000.
0:10:06 > 0:10:07But the ladies were shrewd with their sums
0:10:07 > 0:10:10and planned to take advantage of the discount incentive,
0:10:10 > 0:10:14but then pay the full amount off after one year.
0:10:14 > 0:10:16How much have you paid them so far?
0:10:16 > 0:10:18We've only pay them £49 so far.
0:10:18 > 0:10:22- It's been two and a half years? - Absolutely.
0:10:22 > 0:10:26They stand by the fact that, yes, they've only paid a £49 deposit,
0:10:26 > 0:10:30but this was the offer Anglian were advertising when they signed up.
0:10:30 > 0:10:34I queried the fact that the deposit was so low and they said,
0:10:34 > 0:10:37"Absolutely not. This is all that you have to pay,"
0:10:37 > 0:10:39and I've refused to pay anything more.
0:10:39 > 0:10:43I have said I will definitely clear whatever's owing, in total,
0:10:43 > 0:10:48but I haven't paid anything until the job's finished and signed off,
0:10:48 > 0:10:50- and it hasn't been finished and signed off.- OK.
0:10:52 > 0:10:56Laura and Linda tell me that because of the delays with the installation,
0:10:56 > 0:10:59their original finance deal, which had to be started
0:10:59 > 0:11:01within 12 months of approval, had expired.
0:11:01 > 0:11:04And because their financial circumstances have changed,
0:11:04 > 0:11:06they no longer pass the lender's criteria,
0:11:06 > 0:11:10so are unable to take out finance to pay for the windows.
0:11:10 > 0:11:13Their point is that if Anglian had finished the job
0:11:13 > 0:11:16when they said they would have two-and-a-half years ago,
0:11:16 > 0:11:19this finance deal would still have been available,
0:11:19 > 0:11:21but having just received the £49 deposit,
0:11:21 > 0:11:24Anglian are chasing the money.
0:11:24 > 0:11:27They've actually now come back to us and said,
0:11:27 > 0:11:30"You us £7,500 rather than £6,000,"
0:11:30 > 0:11:34which is what we agreed to be paid through the finance.
0:11:34 > 0:11:37Ouch! That seems a bit unfair. What's their explanation for that?
0:11:37 > 0:11:39There is no explanation.
0:11:39 > 0:11:41Let me throw something into the equation.
0:11:41 > 0:11:43I'm going to be a little bit cheeky. Don't slap me!
0:11:43 > 0:11:47Do you think, from their point of view,
0:11:47 > 0:11:50you've been unreasonable in any way at all?
0:11:50 > 0:11:54They probably think that we're making a big deal out of nothing.
0:11:54 > 0:11:58They don't understand why we just don't sign off the job.
0:11:58 > 0:12:01But if the window is still not right, we're not happy,
0:12:01 > 0:12:03the fact that it's not fixed.
0:12:03 > 0:12:07We've said to them we will pay, so as far as we're concerned,
0:12:07 > 0:12:11if they just put the window in and completed the job, we'd pay.
0:12:11 > 0:12:14Let's assume you were one of the managers who's been coming around
0:12:14 > 0:12:16trying to get you guys to pay the money.
0:12:16 > 0:12:20How do you think he would describe you to his bosses on the phone?
0:12:20 > 0:12:22What do you think he would say as to why he hasn't got the money?
0:12:22 > 0:12:26From his point of view, it would be the fact that we are uncooperative.
0:12:26 > 0:12:29I have tried to reason with them.
0:12:29 > 0:12:32What they want done is minimal things,
0:12:32 > 0:12:35so I don't see why it's delaying the process.
0:12:35 > 0:12:38He would be angry because he's walked away yet again
0:12:38 > 0:12:42without any completion and he'd obviously know that he's going
0:12:42 > 0:12:45to his boss who will then tell him off for it not being completed.
0:12:46 > 0:12:48The ladies appear fully aware
0:12:48 > 0:12:52of how frustrating the situation is for Anglian, but at the same time,
0:12:52 > 0:12:55they feel they shouldn't have to pay for an unfinished job.
0:12:55 > 0:12:59Moving forward, I need to find a way of making both Anglian
0:12:59 > 0:13:03and Laura and Linda happy, otherwise this feud could go on for ever.
0:13:05 > 0:13:07What exactly do you want Anglian to do?
0:13:07 > 0:13:10I think the most important thing is, we want the job done.
0:13:10 > 0:13:12We want it complete, we want the job signed off,
0:13:12 > 0:13:15so that I can then pay this amount that's outstanding,
0:13:15 > 0:13:18and I want a final amount that I need to pay,
0:13:18 > 0:13:23- and not exaggerated to the original...- £7,500.
0:13:23 > 0:13:26Absolutely. I want a proper figure.
0:13:26 > 0:13:29I also want all the damages to be recompensed.
0:13:29 > 0:13:32I don't think I'm being unreasonable in asking for that.
0:13:32 > 0:13:37Let me put something to you now, and this is really for both of you.
0:13:37 > 0:13:41- The windows themselves you're happy with, aren't you?- Yeah.
0:13:41 > 0:13:43They seem OK. There's a few tweaks, but generally,
0:13:43 > 0:13:45I'm absolutely fine with that.
0:13:45 > 0:13:47The windows you're happy with,
0:13:47 > 0:13:49- the customer service you're very disappointed with...- Shocking.
0:13:49 > 0:13:51and the amount they're trying to bill you,
0:13:51 > 0:13:53- you're also disappointed with. - Shocking.
0:13:53 > 0:13:57So you don't want to be paying any more than the £6,000
0:13:57 > 0:13:59which should've been in place had the finance gone through.
0:13:59 > 0:14:01The windows you're fine with
0:14:01 > 0:14:04and you'd like them to rectify that problem.
0:14:04 > 0:14:08The fact that this has dragged on for over two-and-a-half years
0:14:08 > 0:14:09could cause me a few issues here.
0:14:09 > 0:14:13But since Anglian have only received the £49 deposit for this job,
0:14:13 > 0:14:16it should be in their interest to get this matter
0:14:16 > 0:14:18sorted as soon as possible.
0:14:18 > 0:14:19I'm going to put them to the test.
0:14:19 > 0:14:22I'm going to see if they will live up to those promises
0:14:22 > 0:14:24and we will make you happy at the end of the day. All right?
0:14:24 > 0:14:26- I'll try my best.- Thank you.
0:14:26 > 0:14:27That will be great.
0:14:27 > 0:14:30I'll be scared to come back if I don't get a result!
0:14:30 > 0:14:32- We'll still give you a cup of tea. - Would you? And a bacon sarnie?
0:14:32 > 0:14:34- Absolutely.- Deal done.
0:14:34 > 0:14:37I'm going to take that paper with me, Linda, and you heard that.
0:14:37 > 0:14:41Plenty of red sauce as well!
0:14:41 > 0:14:45This problem probably could've been sorted out two-and-a-half years ago.
0:14:45 > 0:14:47Those ladies are more than happy to pay for those windows.
0:14:47 > 0:14:49And Anglian must be screaming out for their money.
0:14:49 > 0:14:52They've only had £49 in two-and-a-half years.
0:14:52 > 0:14:55Let's see what I can do to mediate.
0:14:56 > 0:14:59And when I do get through to Anglian Windows,
0:14:59 > 0:15:02some of my suggestions don't go down quite as well as I'd hoped.
0:15:03 > 0:15:04No. No, I haven't said that.
0:15:04 > 0:15:08What they wanted was the problem sorted out.
0:15:08 > 0:15:10Oh! Give me a break.
0:15:15 > 0:15:17I know better than anyone
0:15:17 > 0:15:22that the laws involved with buying goods and services are a bit of a minefield.
0:15:22 > 0:15:26I've been swotting up on this stuff for years and my mind still boggles.
0:15:26 > 0:15:30But a little knowledge will do both you and your wallet a huge favour.
0:15:32 > 0:15:35The Don't Get Done team have been out and about armed with questions
0:15:35 > 0:15:36to put to you, the buying public,
0:15:36 > 0:15:40to see if you know your consumer rights from your consumer wrongs.
0:15:45 > 0:15:48Today we've hit the streets on a mission to share my knowledge
0:15:48 > 0:15:51and make you a bit more consumer savvy.
0:15:51 > 0:15:54First up, faulty flight.
0:15:54 > 0:15:58Your flight from New York to the UK is delayed by five hours
0:15:58 > 0:16:00due to a technical fault with the plane.
0:16:00 > 0:16:03Are you entitled to compensation from the airline?
0:16:03 > 0:16:06I definitely think I'm entitled to some sort of compensation.
0:16:06 > 0:16:08I'm waiting there for five hours.
0:16:08 > 0:16:12Give you something because it's not your fault.
0:16:12 > 0:16:16- Definitely.- Yeah, exactly. So the answer is yes, then?
0:16:18 > 0:16:23If your flight is over 3,500 km and delayed by over five hours,
0:16:23 > 0:16:25you qualify for compensation.
0:16:25 > 0:16:27If you decide to ditch the flight,
0:16:27 > 0:16:30you can claim back the full cost of your ticket.
0:16:30 > 0:16:33And if you stick around and wait, you can demand free meals
0:16:33 > 0:16:36and two free telephone calls.
0:16:36 > 0:16:37Oh, wow!
0:16:37 > 0:16:42Took the words right out of my mouth. Next up, tacky tiler.
0:16:42 > 0:16:46You had your bathroom tiled three weeks ago by a professional
0:16:46 > 0:16:49but a few tiles have fallen off.
0:16:49 > 0:16:53You are worried the tiles you chose might be the wrong ones for the wall.
0:16:53 > 0:16:56Is there anything that you can do?
0:16:56 > 0:16:59No, I don't think that... I don't think you have any rights.
0:16:59 > 0:17:04Well, that's my fault. If I've chosen them, it's up to me to have spares.
0:17:04 > 0:17:06I guess it's the tiler's fault because they should have known
0:17:06 > 0:17:08how to put them on the wall in the first place.
0:17:08 > 0:17:11Correct but only one out of three.
0:17:11 > 0:17:13If the workmanship is substandard,
0:17:13 > 0:17:16the tradesman is in breach of contract.
0:17:16 > 0:17:18By law, it's not only a professional tradesman's job
0:17:18 > 0:17:21to ensure the work is carried out in the correct manner,
0:17:21 > 0:17:25but also to make sure that the materials used are fit for purpose.
0:17:25 > 0:17:27I will use that one in the future.
0:17:27 > 0:17:32Music to my ears. Last up, tied-up telephone.
0:17:32 > 0:17:33You're cold called by a company
0:17:33 > 0:17:36and offered a good deal on a new telephone service.
0:17:36 > 0:17:40The next day, you change your mind and decide to stick with your original company.
0:17:40 > 0:17:42You call the new company but they say
0:17:42 > 0:17:46you've made a verbally-binding contract over the phone which they recorded,
0:17:46 > 0:17:48- so you can't cancel. Is this correct? No.- No.
0:17:48 > 0:17:50No.
0:17:50 > 0:17:54I do think that the cooling-off period should be in place.
0:17:54 > 0:17:56Correct. Three out of three.
0:17:56 > 0:17:59Under Ofcom regulations you are well within your rights
0:17:59 > 0:18:01to cancel your contract.
0:18:01 > 0:18:05This can be done over the phone, by e-mail or in writing.
0:18:05 > 0:18:09However, it can only be cancelled up until the point the line is transferred.
0:18:10 > 0:18:14- I'll bear that in mind for future. - Good for you.
0:18:14 > 0:18:16I'm in no doubt there's room for improvement,
0:18:16 > 0:18:18but I'm encouraged that some of you have listened
0:18:18 > 0:18:21to what I've been ranting on about over the years.
0:18:21 > 0:18:24Take it from me, a little bit of know-how about your rights
0:18:24 > 0:18:27can go a long way to stopping you from getting done.
0:18:31 > 0:18:34I'm working on a case on behalf of Laura and Linda from Oxford,
0:18:34 > 0:18:39whose double glazing installation by leading firm Anglian Windows
0:18:39 > 0:18:41has been dragging on for over two-and-a-half years.
0:18:41 > 0:18:45On that very first day, concern moved to panic
0:18:45 > 0:18:48when half the fitters turned up, half the windows turned up.
0:18:48 > 0:18:52The ladies took advantage of a finance package special offer
0:18:52 > 0:18:55and paid just £49 upfront for brand-new windows and doors.
0:18:55 > 0:18:59But the sheen had well and truly worn off when a botched fitting
0:18:59 > 0:19:02and five attempts at remedial works later,
0:19:02 > 0:19:05they say the windows still aren't finished.
0:19:05 > 0:19:07Because of the delays, the finance deal has now lapsed.
0:19:07 > 0:19:11Really frustrated that they don't seem to deal with anything.
0:19:11 > 0:19:14I'm really angry. I feel as though I've been ripped off.
0:19:14 > 0:19:18Anglian Windows are now chasing Laura and Linda for more money
0:19:18 > 0:19:20than they'd agreed to pay in the first place.
0:19:20 > 0:19:24I want to find out why no finance means no discount.
0:19:24 > 0:19:28I'm quite enjoying this case. It reminds me of when I was a nipper
0:19:28 > 0:19:31and I used to go to the cinema and watch a spaghetti western.
0:19:31 > 0:19:35On one side, you've got Laura and Linda, the downtrodden customer
0:19:35 > 0:19:40unhappy with the service they have received. They want it sorted out.
0:19:40 > 0:19:44And on the other side, we have got the company, Anglian Windows,
0:19:44 > 0:19:48who have forked out well over £7,000-worth of goods and services
0:19:48 > 0:19:51and so far have only received £49.
0:19:51 > 0:19:53They want their money.
0:19:53 > 0:19:58I think this story needs a sheriff.
0:19:59 > 0:20:03But unlike in the flicks, the first thing I'm going to do in this showdown
0:20:03 > 0:20:05is get on the phone to Anglian.
0:20:05 > 0:20:09I've been advised to deal with the press office, so let's get them up to speed.
0:20:09 > 0:20:12You know what they say about no rest for the wicked.
0:20:12 > 0:20:14That's what I feel like at the moment.
0:20:14 > 0:20:16It's lunchtime in North London
0:20:16 > 0:20:19and here I am phoning up Anglian Home Improvements in...
0:20:19 > 0:20:22Actually I don't know where they are. Norfolk.
0:20:22 > 0:20:25Right, let's see if we can get this case sorted out.
0:20:26 > 0:20:29It's Dominic Littlewood calling from the BBC.
0:20:29 > 0:20:32I want to speak to somebody in the press department. Would that be you?
0:20:32 > 0:20:35'I'm through to the media relations head honcho.'
0:20:35 > 0:20:39In a nutshell, the work was meant to be completed by April.
0:20:39 > 0:20:44'I hope the woman at the press office has got plenty of ink in her pen because she's going to need it.'
0:20:44 > 0:20:47And they were told there was a delay with the windows
0:20:47 > 0:20:51and everything was booked for 12th July.
0:20:51 > 0:20:559th July, they were told the windows were damaged
0:20:55 > 0:21:00and the installation was rebooked for 16th August.
0:21:01 > 0:21:03Then it was rebooked again for the 18th.
0:21:03 > 0:21:07Then they were told it would be 27th August.
0:21:07 > 0:21:11What they want is they would like this discount reinstated
0:21:11 > 0:21:14so they can have the windows at the price it was originally agreed
0:21:14 > 0:21:17and hopefully do the finance as well. Bye-bye.
0:21:18 > 0:21:20Right. I tell you what,
0:21:20 > 0:21:23that was the first phone call with Anglian Windows.
0:21:23 > 0:21:26I've got to say it was extremely civil. They were extremely nice.
0:21:26 > 0:21:30She said, "You know what, Dom? If there's a problem let's try and resolve it."
0:21:30 > 0:21:31Why don't more companies do that?
0:21:31 > 0:21:34But of course, we're not actually there yet.
0:21:35 > 0:21:37Before I go any further,
0:21:37 > 0:21:40I'm going to take a peek at who I'm up against.
0:21:40 > 0:21:45Established in 1966, Anglian Windows have paved their way to becoming
0:21:45 > 0:21:48one of the most popular brands of double glazing in the country,
0:21:48 > 0:21:52not just fitting windows but manufacturing them as well.
0:21:52 > 0:21:56They state they are a company who pride themselves on their reputation
0:21:56 > 0:21:57but it seems in this instance
0:21:57 > 0:22:00they have a couple of very unhappy customers.
0:22:00 > 0:22:03Under the Supply Of Goods And Services Act,
0:22:03 > 0:22:06I'm confident Anglian have failed to carry out this job
0:22:06 > 0:22:09using reasonable care and skill and within a reasonable time.
0:22:09 > 0:22:13So Anglian have some questions to answer.
0:22:13 > 0:22:15So far, I've made one phone call to Anglian Windows,
0:22:15 > 0:22:19told them about the problems here, and said, "Can you sort it out?"
0:22:19 > 0:22:24The lady I spoke to was very polite. Let's see how she's got on.
0:22:24 > 0:22:27'Since I first spoke to Anglian, they've sent me an e-mail
0:22:27 > 0:22:30'saying they've dug out the case file and are looking into it.
0:22:30 > 0:22:33'But you know me. I like to keep the pressure on.'
0:22:33 > 0:22:36She's in a meeting. Can't help that.
0:22:36 > 0:22:39'The lady on the end of the phone says she'll pass on a message
0:22:39 > 0:22:42'and asks for my details to call me back.'
0:22:42 > 0:22:43Bye-bye.
0:22:43 > 0:22:47Well, I've got to say, it's only two people I've spoken to at Anglian so far.
0:22:47 > 0:22:50The first woman was in a meeting, fair enough,
0:22:50 > 0:22:54and that lady was also very, very polite. I like that.
0:22:54 > 0:22:57Doesn't mean they're going to sort my problems out but I do like it.
0:22:57 > 0:23:01Looks like I'm going to have to wait a little longer
0:23:01 > 0:23:03to get down to the nitty-gritty with Anglian.
0:23:03 > 0:23:06For me, this case is pretty clear-cut.
0:23:06 > 0:23:08Laura and Linda don't feel the job is finished
0:23:08 > 0:23:10and therefore are refusing to pay.
0:23:10 > 0:23:12And because the finance deal has lapsed,
0:23:12 > 0:23:16Anglian are saying the ladies have lost out on the discount incentive.
0:23:16 > 0:23:19I've received an e-mail from Anglian blaming the finance deal lapse
0:23:19 > 0:23:22on Laura and Linda refusing to sign the completion paperwork.
0:23:22 > 0:23:26But how are they supposed to sign the paperwork if the job's not finished?
0:23:26 > 0:23:30As I look down the small print of Anglian's e-mail,
0:23:30 > 0:23:34they say that finance has been refused from three different lenders
0:23:34 > 0:23:38but that they will see if they can get another finance agreement through a different lender.
0:23:40 > 0:23:44And on the subject of the damage the fitters caused to Laura and Linda's property,
0:23:44 > 0:23:46Anglian say they will pay for the dented greenhouse
0:23:46 > 0:23:48and scratched bathroom cabinet.
0:23:48 > 0:23:50Great. But there's no mention
0:23:50 > 0:23:51of the crack in the bedroom
0:23:51 > 0:23:53and they say they will only cough up
0:23:53 > 0:23:56once payment for the windows is received.
0:23:56 > 0:23:58And on the third issue of the unfinished installation,
0:23:58 > 0:24:02Anglian say that as far as they're concerned, this was completed 18 months ago
0:24:02 > 0:24:06and that Laura and Linda have refused to sign the final paperwork.
0:24:07 > 0:24:10Now, I haven't got a clue what Anglian's logic is here.
0:24:10 > 0:24:12Let's speak to an expert.
0:24:12 > 0:24:16Many double glazing companies, including Anglian,
0:24:16 > 0:24:20are members of an organisation called The Glass And Glazing Federation.
0:24:20 > 0:24:23We expect them to provide good customer service
0:24:23 > 0:24:27and install a good quality product as agreed with the consumer
0:24:27 > 0:24:29with a contract.
0:24:29 > 0:24:34The vast majority of these are installed quite satisfactorily,
0:24:34 > 0:24:36and customers are very, very happy.
0:24:36 > 0:24:39What should a company do if things don't quite go to plan?
0:24:39 > 0:24:45If after the installation there are any faults that have been highlighted to the company,
0:24:45 > 0:24:49we would expect them to come back within a couple of weeks
0:24:49 > 0:24:53with some sort of programme of resolving those works.
0:24:53 > 0:24:56It seems so far Laura and Linda have done all the right things.
0:24:56 > 0:25:00But what should a customer do about completion paperwork and payment
0:25:00 > 0:25:02if they're not happy with the job?
0:25:02 > 0:25:05If a customer isn't satisfied with the work,
0:25:05 > 0:25:08they shouldn't feel compelled to sign anything
0:25:08 > 0:25:10to say that they are satisfied with the work.
0:25:10 > 0:25:15If they're not satisfied, they need to highlight to the installer
0:25:15 > 0:25:20what they're not happy with so it can be resolved as soon as possible.
0:25:20 > 0:25:24Not only does it sound like Anglian haven't been acting as they should,
0:25:24 > 0:25:29but this advice marries up with the trusty Supply Of Goods And Services Act.
0:25:29 > 0:25:33Come on, Anglian. You've got some justifiably unhappy customers.
0:25:33 > 0:25:35Sort them out.
0:25:35 > 0:25:39Don't fight them for two years over money you're not entitled to until the job is finished.
0:25:39 > 0:25:43Anglian may believe it is done, but Laura and Linda think otherwise.
0:25:43 > 0:25:47And lo and behold, I receive a return e-mail
0:25:47 > 0:25:50saying there is outstanding work in the form of
0:25:50 > 0:25:53a sealed unit replacement and a window board end cap.
0:25:53 > 0:25:56A complete turnaround on their previous e-mail which said
0:25:56 > 0:26:00this installation was completed in August 2010.
0:26:00 > 0:26:03Fine. At last they admit it. This is great.
0:26:03 > 0:26:07Let's talk about honouring Laura and Linda's original deal,
0:26:07 > 0:26:09a point they seem to be glazing over.
0:26:09 > 0:26:12This all boils down to fairness.
0:26:12 > 0:26:15Laura and Linda agreed to buy their windows on the basis
0:26:15 > 0:26:19that they would get a discount for using Anglian Windows finance.
0:26:19 > 0:26:23Due to their shortcomings and delays, that offer expired
0:26:23 > 0:26:28and Anglian Windows are now asking them to pay the full asking price without the discount.
0:26:28 > 0:26:31Does that sound fair to you? Cos it doesn't to me.
0:26:32 > 0:26:37As the e-mails go back and forth, I'm starting to think my fingers are going to wear out.
0:26:37 > 0:26:40Anglian are still saying that the initial delays in the installation
0:26:40 > 0:26:42were due to the fact that they were
0:26:42 > 0:26:43unable to get in contact with
0:26:43 > 0:26:45Laura and Linda, which continued
0:26:45 > 0:26:47throughout the remedial work.
0:26:47 > 0:26:48They go on to say the ladies should
0:26:48 > 0:26:50have signed the final paperwork
0:26:50 > 0:26:52and had outstanding remedial work
0:26:52 > 0:26:53carried out under the warranty
0:26:53 > 0:26:55after the finance deal was signed.
0:26:55 > 0:26:57I wholeheartedly disagree.
0:26:57 > 0:27:00I understand that they have only paid £49 upfront
0:27:00 > 0:27:03and that Anglian have no doubt clocked up extra costs
0:27:03 > 0:27:06following their catalogue of errors.
0:27:06 > 0:27:08But as we've heard from our expert,
0:27:08 > 0:27:11Laura and Linda shouldn't have to pay anything more than a deposit
0:27:11 > 0:27:14until the job is satisfactorily finished.
0:27:14 > 0:27:17They've also dished up more bad news, saying that
0:27:17 > 0:27:20they've tried to secure another finance deal but to no avail.
0:27:20 > 0:27:25However, there is a slight breakthrough. Anglian have come back and made an offer.
0:27:25 > 0:27:28They're willing to give the ladies half of the original discount
0:27:28 > 0:27:29to settle the matter.
0:27:29 > 0:27:34This is £719 more than they agreed to pay in the first place.
0:27:34 > 0:27:38Let me think about this for a minute. OK, thought about it.
0:27:38 > 0:27:40Laura and Linda have had hassle for two years now.
0:27:40 > 0:27:44They've still got damage to their property, albeit minor,
0:27:44 > 0:27:49and Anglian are now saying that they want them to pay more than they did at the start of all this.
0:27:49 > 0:27:52Come on, Anglian. We can do better than that.
0:27:53 > 0:27:55But when I put the ladies in the frame,
0:27:55 > 0:27:58will it be window case closed or blown wide open?
0:27:58 > 0:28:02Bear in mind, you've had these windows now coming up for three years, isn't it?
0:28:02 > 0:28:04All you've paid so far is £49.
0:28:08 > 0:28:14Wouldn't we all like to know what goes on inside the mind of dodgy traders?
0:28:14 > 0:28:17You know, get a little insight into how they all work.
0:28:17 > 0:28:20Well, step forward today's whistleblower.
0:28:20 > 0:28:23Watch this because it's going to be very interesting.
0:28:27 > 0:28:29At one time or another, I think we can all relate
0:28:29 > 0:28:32to that sinking feeling when you've left the house
0:28:32 > 0:28:36only to realise you've locked your keys inside.
0:28:36 > 0:28:38So in comes a locksmith to your rescue.
0:28:38 > 0:28:41But although some will provide you with a good, honest service,
0:28:41 > 0:28:44there are tricksters who deliver damaged doors,
0:28:44 > 0:28:48inflated prices and parts you didn't need in the first place.
0:28:48 > 0:28:52And what these cowboys are out to do is turn you over
0:28:52 > 0:28:55and get their hands on your hard-earned cash.
0:29:00 > 0:29:02We've masked the identity of our industry insider,
0:29:02 > 0:29:06who's agreed to lift the latch on the tricks used by these tradesmen.
0:29:10 > 0:29:13I've been a trading locksmith for 22 years
0:29:13 > 0:29:16and a master locksmith for about 15 years.
0:29:16 > 0:29:20Our industry is plagued with guys who have done a weekend course,
0:29:20 > 0:29:24bought a bunch of tools and are sent out on the streets the following Monday.
0:29:26 > 0:29:30So what sort of locksmith shouldn't be allowed to trade?
0:29:32 > 0:29:36It's very difficult for the public to be able to distinguish
0:29:36 > 0:29:39between a good and a bad locksmith.
0:29:39 > 0:29:44Rogues or scammers in our industry are purely after a fast buck
0:29:44 > 0:29:47and invariably they're preying on vulnerable people,
0:29:47 > 0:29:51people who need an emergency, people who need a service quickly
0:29:51 > 0:29:55and are more susceptible to paying over the odds.
0:29:55 > 0:30:01Some unscrupulous locksmiths will give you very poor quality products at a premium price.
0:30:01 > 0:30:06Very often, locks can be either picked, bypassed or manipulated
0:30:06 > 0:30:08and don't need to be changed
0:30:08 > 0:30:11and you can carry on using your existing key
0:30:11 > 0:30:14if you've just left it inside your house.
0:30:14 > 0:30:17It's not always necessary to change the locks.
0:30:17 > 0:30:22Some locksmiths have been locked up for their dodgy practices.
0:30:24 > 0:30:29There was a case of a locksmith recently who had been trading for many years
0:30:29 > 0:30:33and had a number of complaints against him to the Trading Standards.
0:30:33 > 0:30:38The locksmith in question was invariably overcharging
0:30:38 > 0:30:41on half-hourly rates,
0:30:41 > 0:30:45putting in cylinders that didn't need to be changed,
0:30:45 > 0:30:48fitting locks that were unnecessary,
0:30:48 > 0:30:53and basically charging astronomical sums of money for the privilege.
0:30:53 > 0:30:56The guy is now behind bars for four years.
0:30:56 > 0:31:00What cases has our insider been called in to clean up?
0:31:01 > 0:31:05I once turned up to a customer, on a Wednesday morning,
0:31:05 > 0:31:07who'd been locked out all night.
0:31:07 > 0:31:11They had called one of these multi-trade locksmiths the night before,
0:31:11 > 0:31:15and a simple UPVC failed mechanism
0:31:15 > 0:31:18had the handles destroyed, the cylinder removed
0:31:18 > 0:31:23and the mechanism made even worse, and they just packed up their tools
0:31:23 > 0:31:26and left them at ten o'clock at night and said, "We're off home."
0:31:26 > 0:31:30The door, as it turned out, they'd put so many holes in it
0:31:30 > 0:31:35and tried crowbars and spreaders to get the door open unsuccessfully,
0:31:35 > 0:31:38although I was able to repair it temporarily,
0:31:38 > 0:31:40ultimately, the door had to be replaced by the customer.
0:31:40 > 0:31:43I don't know how any tradesman could go off
0:31:43 > 0:31:46and leave a member of the public in the lurch.
0:31:46 > 0:31:48We've heard the horror,
0:31:48 > 0:31:52now let's find out ways to make sure YOU don't get done.
0:31:52 > 0:31:54Here's our insider's advice.
0:32:02 > 0:32:07The public has to be very careful when engaging these locksmiths,
0:32:07 > 0:32:09being very careful about pricing structure.
0:32:09 > 0:32:13When you're getting a price, any reputable locksmith
0:32:13 > 0:32:16should be able to give you a rough estimate before he starts.
0:32:16 > 0:32:18Locksmiths know how long something's going to take
0:32:18 > 0:32:20and how much something's going to cost.
0:32:23 > 0:32:27If any locksmith says, "To do the job properly,"
0:32:27 > 0:32:29I would be suspicious instantly,
0:32:29 > 0:32:32because every job they do should be done properly.
0:32:32 > 0:32:37Very often, you're enticed in by sound bites of high security
0:32:37 > 0:32:42and other such hooks in order to get you to part with your money.
0:32:45 > 0:32:52Most reputable locksmiths will carry a very large stock supply on their vehicle
0:32:52 > 0:32:57and should have 90% of what they need to do the job on board.
0:32:57 > 0:33:01Some locksmiths will deliberately go off for half an hour, an hour,
0:33:01 > 0:33:06to the local hardware shop, or even sit round the corner,
0:33:06 > 0:33:09again adding to your labour costs.
0:33:13 > 0:33:17Try and avoid multi-tradesmen as well - what you want is a locksmith.
0:33:17 > 0:33:19You want somebody with a standard CRB,
0:33:19 > 0:33:23somebody hopefully in the Master Locksmiths' Association
0:33:23 > 0:33:24and somebody who's qualified.
0:33:24 > 0:33:27What you don't want is a plumber turning up to fix a lock,
0:33:27 > 0:33:31just because they can get there in 30 minutes.
0:33:35 > 0:33:39Over the last few weeks, I've been fighting on behalf of Laura and Linda,
0:33:39 > 0:33:42who are far from impressed by the unfinished double glazing installation
0:33:42 > 0:33:45they'd received from Anglian windows.
0:33:45 > 0:33:47I found out that Laura and Linda have got a good case
0:33:47 > 0:33:50under the Supply Of Goods And Services Act.
0:33:50 > 0:33:53And, on top of that, Anglian's agreements state
0:33:53 > 0:33:56that they shouldn't pay any money until it's finished,
0:33:56 > 0:33:58which was backed up by my expert.
0:33:58 > 0:34:00Now, Anglian Windows are coming back to me
0:34:00 > 0:34:03and they're responding to all my letters and everything,
0:34:03 > 0:34:04they're playing ball.
0:34:04 > 0:34:08Unfortunately, they're not giving me the answers I want.
0:34:08 > 0:34:12I'm having a closer look now at this finance agreement,
0:34:12 > 0:34:15and I'm a bit confused about a couple of things, which I'll query.
0:34:15 > 0:34:17Anglian have come back and said
0:34:17 > 0:34:20they'll give Laura and Linda half the original discount,
0:34:20 > 0:34:23but this would still leave them over £700 out of pocket.
0:34:23 > 0:34:26But after the customer service they've had to deal with,
0:34:26 > 0:34:28I don't think this is good enough.
0:34:28 > 0:34:31I've got a good idea why they won't give them the full discount,
0:34:31 > 0:34:34and it's because they're no longer taking out the finance deal.
0:34:34 > 0:34:38But I want Anglian to confirm my suspicions.
0:34:38 > 0:34:39'When you've finished recording,
0:34:39 > 0:34:42'please hang up or press the hash key for more options.'
0:34:42 > 0:34:45Unfortunately, I've reached the answer phone.
0:34:45 > 0:34:48A couple of queries - there's something I need to look at here.
0:34:48 > 0:34:51I'm looking at the customer personal illustration form,
0:34:51 > 0:34:56and you've offered her a Gold Account discount of £1,438.
0:34:56 > 0:34:59And I'd like to have an explanation of what this discount is for.
0:34:59 > 0:35:01Bye-bye.
0:35:01 > 0:35:04Sometimes, I really like leaving messages on voice mails,
0:35:04 > 0:35:07because you can say certain things which you think, "You know what?
0:35:07 > 0:35:10"They're not going to like hearing that."
0:35:10 > 0:35:13And it might just start a chain reaction before you get a call back.
0:35:13 > 0:35:15Let's see what happens with that one.
0:35:17 > 0:35:20To be fair, Anglian have said they will reimburse Laura and Linda
0:35:20 > 0:35:24for the damage the fitters caused, which is just over £500.
0:35:24 > 0:35:27But they're holding firm and saying that they want payment first,
0:35:27 > 0:35:31and they still haven't agreed to honour Laura and Linda's original price,
0:35:31 > 0:35:34and I'm pretty sure I know why.
0:35:34 > 0:35:36But since I can't get through to my contact at Anglian,
0:35:36 > 0:35:39I think it's time we heard from an expert.
0:35:39 > 0:35:43This issue of getting discounts for finance has got me thinking,
0:35:43 > 0:35:44and I don't like it.
0:35:44 > 0:35:48You see, why on earth should somebody get money off for taking out finance,
0:35:48 > 0:35:51when the people who've saved hard and paid for it outright
0:35:51 > 0:35:53don't get the same deal?
0:35:53 > 0:35:56Companies are obviously very keen for us to take out finance.
0:35:56 > 0:35:58Let's find out why.
0:35:58 > 0:36:00What many people don't know
0:36:00 > 0:36:03is that the company that's offering you the finance
0:36:03 > 0:36:06themselves may be getting commission for selling you that loan.
0:36:06 > 0:36:08And that means they're making more money
0:36:08 > 0:36:11from selling you that product AND the loan together.
0:36:11 > 0:36:13Just as I thought.
0:36:13 > 0:36:16And that must be why Anglian can offer discount incentives
0:36:16 > 0:36:19for those purchasing windows on finance.
0:36:19 > 0:36:22Well, quite often, people who take out finance might get a better deal
0:36:22 > 0:36:26than someone who, say, pays up front for the product
0:36:26 > 0:36:28because the company selling you that product
0:36:28 > 0:36:31is going to get commission on selling you the finance as well.
0:36:31 > 0:36:34So, in theory, they should be able to pass on some of that commission
0:36:34 > 0:36:36in the form of a discount.
0:36:36 > 0:36:40When I did my sums earlier, I worked out that in Laura and Linda's case,
0:36:40 > 0:36:43the finance incentive offered by Anglian
0:36:43 > 0:36:46would bring down their final bill to around six grand.
0:36:46 > 0:36:48But if they saw out the ten-year term,
0:36:48 > 0:36:51they'd pay a total of more than £15,000,
0:36:51 > 0:36:54which is more than twice what the windows cost.
0:36:54 > 0:36:57So should we be avoiding finance deals?
0:36:57 > 0:37:01You've got to think really carefully about your own personal circumstances -
0:37:01 > 0:37:04if you can afford to pay for the work up front,
0:37:04 > 0:37:06you don't want to pay interest on a loan,
0:37:06 > 0:37:08then it may be in your interest to do so.
0:37:08 > 0:37:11It may also be a lot cheaper for you to take out a personal loan
0:37:11 > 0:37:15or to use a credit card - a 0% APR credit card will obviously be cheaper
0:37:15 > 0:37:19than an expensive loan from the company that sold you that product.
0:37:19 > 0:37:23How do we know what the total cost of the finance deal is?
0:37:23 > 0:37:26There's a thing called a settlement statement,
0:37:26 > 0:37:28which is a legal requirement on lenders.
0:37:28 > 0:37:30Anyone that gives you finance when you buy a product,
0:37:30 > 0:37:34they have to tell you what it will cost you to settle that loan.
0:37:34 > 0:37:36That's your settlement statement.
0:37:36 > 0:37:38You're entitled to it, you should insist on it.
0:37:38 > 0:37:41It's set out in law precisely what they need to tell you.
0:37:43 > 0:37:44In Laura and Linda's case,
0:37:44 > 0:37:47Anglian had provided them with this information
0:37:47 > 0:37:49and, as a result, the ladies were planning
0:37:49 > 0:37:52to pay their finance off in full after one year
0:37:52 > 0:37:54therefore taking the discount incentive
0:37:54 > 0:37:57without paying ten years of interest.
0:37:57 > 0:37:59A shrewd move, if I do say so myself.
0:37:59 > 0:38:02And after confirming that companies get commission from lenders
0:38:02 > 0:38:04for selling finance deals to customers,
0:38:04 > 0:38:07I'm convinced this is the reason why Anglian
0:38:07 > 0:38:10are reluctant to offer Laura and Linda their original discount.
0:38:10 > 0:38:14Another day and, guess what, another e-mail from Anglian Windows.
0:38:14 > 0:38:17Now, the silly thing is here, I think had Laura and Linda
0:38:17 > 0:38:20had as much communication with them as I have in the last couple of weeks,
0:38:20 > 0:38:23I think this problem would've been resolved ages ago.
0:38:26 > 0:38:30Guess what? My hunch was spot-on, as Anglian say that...
0:38:37 > 0:38:38I knew it.
0:38:38 > 0:38:41Right, I'm positive we're moving in the right direction,
0:38:41 > 0:38:44but I don't want to count my chickens before they've hatched.
0:38:44 > 0:38:48So, whilst on my travels, I'm going to waste no time trying to seal the deal.
0:38:48 > 0:38:50I am so close, now,
0:38:50 > 0:38:52to getting this problem for Linda and Laura sorted out.
0:38:52 > 0:38:56I've got a feeling one more phone call to somebody different
0:38:56 > 0:38:59I haven't spoken to before might be enough to resolve it all.
0:39:01 > 0:39:04Hi, Martin. It's Dominic calling from Don't Get Done Get Dom.
0:39:04 > 0:39:08'I'm through to Anglian's marketing director.'
0:39:08 > 0:39:10'You know, I think we've been quite patient.
0:39:10 > 0:39:14'I think it's gone on a long time.'
0:39:14 > 0:39:17- Too long, hasn't it?- 'We'd definitely like it resolved.'- Yeah.
0:39:17 > 0:39:20'Because the bottom line is she's had our windows
0:39:20 > 0:39:21'for 18 months and paid £50.'
0:39:21 > 0:39:22Yeah.
0:39:22 > 0:39:24'Martin indicates that there has been
0:39:24 > 0:39:28'a bit of a turn over of managerial staff at that particular branch,
0:39:28 > 0:39:31'which explains a thing or two about the customer service
0:39:31 > 0:39:33'the ladies have received over the last two years.
0:39:33 > 0:39:37'Now, one of the complaints that I haven't raised yet is the damage
0:39:37 > 0:39:41'to Laura and Linda's bedroom wall, which they want Anglian to rectify.'
0:39:41 > 0:39:43They filled it with something like Polyfilla,
0:39:43 > 0:39:47tore the wallpaper back about three inches or so
0:39:47 > 0:39:50either side of the crack...
0:39:50 > 0:39:51And left her with the filler.
0:39:51 > 0:39:55It's proud, it's ugly and the wallpaper has been destroyed.
0:39:55 > 0:40:00They blame this crack and the fact that the wallpaper's been damaged on Anglian, and it probably is.
0:40:00 > 0:40:03They got a tradesman in and said, "How much to do this?"
0:40:03 > 0:40:05And he said, "£290."
0:40:05 > 0:40:09'So that's on top of the 525 issue,
0:40:09 > 0:40:15'that they've also claimed is kind of our fault?'
0:40:15 > 0:40:18Yeah. I will go round and see them now. Can you just give me...
0:40:18 > 0:40:21I don't know if you have a calculator, I'm in a car.
0:40:21 > 0:40:23Can you give me the bottom-line figure
0:40:23 > 0:40:25so we're both singing off the same hymn sheet?
0:40:25 > 0:40:27'Great, a solid offer on the table.
0:40:27 > 0:40:29'Time I headed off to meet Laura and Linda.'
0:40:29 > 0:40:32Here I am, back in Oxfordshire with the news
0:40:32 > 0:40:35I think these ladies have been waiting an awful long time for.
0:40:37 > 0:40:40'But will it be enough to put a smile back on their faces?'
0:40:40 > 0:40:42Good to see you again, ladies.
0:40:42 > 0:40:45- Hi.- How are you? All right? - Yeah, good.
0:40:45 > 0:40:46I had a few hiccups, I always do.
0:40:46 > 0:40:50That's part of the course - I didn't expect them to roll over and let me tickle them!
0:40:50 > 0:40:53The crux of this problem has been about the fact
0:40:53 > 0:40:55that it's broken down between you and them.
0:40:55 > 0:40:57And that's on both sides of the fence -
0:40:57 > 0:40:59you're obviously annoying them, they've annoyed you.
0:40:59 > 0:41:02Really, it just took someone to sort it out.
0:41:02 > 0:41:05It could've been anyone. It should've been them, they're a company.
0:41:05 > 0:41:07It hasn't. There's no point harping on about it.
0:41:07 > 0:41:09The fact that I've stepped in has been good,
0:41:09 > 0:41:11as I've just acted as a mediator.
0:41:11 > 0:41:13Bear in mind, you've had these windows now,
0:41:13 > 0:41:16I mean, it's coming up for three years, isn't it?
0:41:16 > 0:41:17And all you've paid so far is £49.
0:41:17 > 0:41:22£7,500 was where you were at, worst-case scenario.
0:41:22 > 0:41:24Let's say, how would you feel
0:41:24 > 0:41:28if I got it down to the price that you wanted, which was 5,995.
0:41:28 > 0:41:29Yeah.
0:41:29 > 0:41:32Less £300 for your bedroom.
0:41:32 > 0:41:33Yeah.
0:41:33 > 0:41:35Less £525 for the other bits.
0:41:35 > 0:41:39Plus, you've still got your 15-year guarantee coming through.
0:41:39 > 0:41:40- All right?- Right.
0:41:40 > 0:41:46You can sort your own crack out. All you now owe them is £5,133.
0:41:47 > 0:41:50That's brilliant! Well done!
0:41:50 > 0:41:53- That's brilliant.- You happy?- Yeah. - Thank you. Can I hug you?
0:41:53 > 0:41:57Course you can hug me - everyone hugs me! Shall we have a group hug?
0:41:57 > 0:41:58- Thank you.- Thanks.
0:41:58 > 0:42:01Not only have Anglian honoured the original deal,
0:42:01 > 0:42:03but they've knocked off the costs of the damages
0:42:03 > 0:42:06and agreed to come back and refit the faulty window.
0:42:06 > 0:42:08Anglian Windows have said that...
0:42:12 > 0:42:13And that they...
0:42:19 > 0:42:22That's my job done, then, so I'll love you and leave you.
0:42:22 > 0:42:24- Cheers, bye! - Thank you, bye!- See you.
0:42:24 > 0:42:27The result is phenomenal, thank you.
0:42:27 > 0:42:28And it seemed so quick.
0:42:28 > 0:42:30Having been waiting for so long,
0:42:30 > 0:42:33yeah, it definitely seems a very quick resolution.
0:42:33 > 0:42:35Thank you very much, Dom.
0:42:37 > 0:42:38A two-and-a-half-year problem
0:42:38 > 0:42:41sorted out in about two-and-a-half minutes in there.
0:42:41 > 0:42:44There's only one thing better than making a lady happy -
0:42:44 > 0:42:45making two of them happy.
0:43:11 > 0:43:14Subtitles by Red Bee Media Ltd