Hello everyone,
We are currently renovating and wanted to replace the windows as well. We obtained quotes and discussed everything in person on-site with a window installer. The windows and patio door were delivered and installed. During installation, various scratches, dirt, and other damage occurred. The patio door (sliding element) was even delivered differently than what was agreed upon. Additionally, there are many scratches on the guide rail. Incorrect handles were also installed. When I questioned whether this was correct, I was only asked if I was trying to fool the window installer. What should I do?
Best regards
We are currently renovating and wanted to replace the windows as well. We obtained quotes and discussed everything in person on-site with a window installer. The windows and patio door were delivered and installed. During installation, various scratches, dirt, and other damage occurred. The patio door (sliding element) was even delivered differently than what was agreed upon. Additionally, there are many scratches on the guide rail. Incorrect handles were also installed. When I questioned whether this was correct, I was only asked if I was trying to fool the window installer. What should I do?
Best regards
Florian B schrieb:
The offer stated a different sliding element than what was delivered. So basically incorrect, right?At least you have proof. What is in the offer should be what was delivered, correct?
The description doesn’t tell me much; I’m not a window expert.
A written defect notice with a two-week deadline for correction and that’s it.
Florian B schrieb:
On the other hand, he wouldn’t have anything to hold on to if things get tough.What exactly should he have or not have in hand? That’s just bar talk! Accepting the offer is sufficient. I find your tone quite unprofessional and somewhat passive-aggressive—it’s best to behave correctly; otherwise, you leave yourself open to criticism (if push comes to shove 😉 )In situations like this, it’s always best to be present on the construction site, ideally with the order form or contract at hand. That way, the tradesperson won’t have the chance to install something incorrectly. Always remain polite and factual when dealing with damage or wrongly delivered materials. On the construction site, the property owner or client is in charge—not the window installers. However, this requires keeping an overview, being on site regularly, and ideally helping out yourself.
If the windows are already installed, in my opinion, you bear the burden of proof that the damage was not caused by someone else on the site. Regarding the wrong color, it should be no problem to check the order form/contract and then submit a written complaint or cancellation. Unless, of course, the tradespeople and windows were exceptionally cheap and there is no written documentation at all.
If the windows are already installed, in my opinion, you bear the burden of proof that the damage was not caused by someone else on the site. Regarding the wrong color, it should be no problem to check the order form/contract and then submit a written complaint or cancellation. Unless, of course, the tradespeople and windows were exceptionally cheap and there is no written documentation at all.
Florian B schrieb:
The offer listed a different sliding element than what was delivered. So basically incorrect, right?Is that really the case?
I haven’t been able to clearly determine that so far. What differs from the offer (color, unspecified track?)? Is the offer documented in writing?
I consider the damage to the running rail to be a cosmetic defect. It’s unfortunate, but it’s not worth more than €100 (about $110).
The best solution, if it can be proven and is true, would be an exchange due to the apparent wrong delivery. Although some installers can also apply a protective film on site...
H
hampshire21 Feb 2021 08:50The description is unstructured. Try to remove some emotion and be more objective. This helps now and especially in case of a dispute.
What I understand:
There is an offer.
There is a verbal agreement.
Work has been carried out.
The work does not match the offer.
There are damages that can be complained about.
No invoice has been issued yet.
A normal complaint, usually unproblematic when addressed calmly.
Try to take the emotion out of the conversation with the window installer and restart the communication.
If you cannot do this, it will most likely lead to a dispute. If the window installer cannot do this, at least you have made an attempt. Generally, tradespeople tend to be quite pragmatic and cooperative, as long as they have not been upset for a longer period beforehand.
What I understand:
There is an offer.
There is a verbal agreement.
Work has been carried out.
The work does not match the offer.
There are damages that can be complained about.
No invoice has been issued yet.
A normal complaint, usually unproblematic when addressed calmly.
Try to take the emotion out of the conversation with the window installer and restart the communication.
If you cannot do this, it will most likely lead to a dispute. If the window installer cannot do this, at least you have made an attempt. Generally, tradespeople tend to be quite pragmatic and cooperative, as long as they have not been upset for a longer period beforehand.
K
knalltüte21 Feb 2021 09:00hampshire schrieb:
The description is not structured. Try to remove some emotion and be more objective. That helps now and especially in case of a dispute.
What I understood:
There is a quote.
There is an agreement (verbal).
Work was carried out.
The work does not correspond to the quote.
There are damage issues to be complained about.
No invoice has been issued yet.
A normal complaint, usually not a problem if handled calmly.
Try to take the emotion out with the window installer and restart communication.
If you can’t do that, it will definitely lead to a dispute. If the window installer can’t do that, at least you have tried. Usually, tradespeople are quite pragmatic and cooperative as long as you haven’t been upsetting them for a long time before. I understood there was not even a contract, neither written nor verbal... Only a quote that was discussed on site to clarify details of the offer? Question to the OP: Is that correct?
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