Brighthouse 'lost' 42" TV

[dennison24]

I Got A Tv From Brighthouse About A Year And A Half Ago

After About Three Weeks The Tv Went Wrong - They Came Out & Sent It Away For Repair

We Were Left With A Replacement Tv That Was Powered With A Kettle Lead - They Said They Had No More Leads

After About Two Mouths With No Word Where It Was I Called Them And I Was Told It Was In Manchester - for Weeks I Called Them To Find Out Where It Was And They Finally Told Me They Have Lost

Now I Don't Know About Anyone Else But How Do You Lose A 42" Tv? So Choose A New Tv And I Was Told That They Would Not Transfer The Money I Had Already Spent On The Other Tv So I Have Refused To Pay Until Sorted

Now The Calls Have Started - Threatening Me With Police, I Would Have Paid Half If They Transfered The Money But Have No Idea What To Do Now. So If Anyone Has A Idea For Me Would Be Good

[steven4064]

Hi dennison

I moved your post here so that you will get more advice on how to deal with our friends at BH.

Once this is all resolved, perhaps you will put a summary of al the events in bright house of horrors.

[mightypotters01]

hi dennison

First of all welcome to the CAG.

Try looking at some of the other threads regarding brighthouse. There are some very interesting ones, you will learn alot from these and i'm sure some of the other more experienced members will be taking a keen interest in this thread and will be able to give you all the advice you need.

[Lefty]

Hi there, and welcome to CAG

Let's see if I have this straight...

You entered into a Hire Purchase agreement with BrightHouse for a 42" TV about 18 months ago?

Presumably the agreement would have been spread over 3 years?

After only 3 weeks the TV broke down and was taken away for repair?

You then had a "loaner" TV for around 2 months?

Shortly after that, BrightHouse told you they had "lost" your original TV and arranged for you to have a replacement of "similar value and specification"?

Do I have these details correct?

If that is the case, then BrightHouse have acted perfectly correctly and in accordance with their own terms and conditions AND in accordance with the Consumer Credit Act 1974 regarding Hire Purchase agreements.

However...

If they simply cancelled your original agreement and made you sign a BRAND NEW AGREEMENT for the replacement TV then they have NOT acted correctly. They have failed to deliver goods and services contrary to the SUPPLY OF GOODS (IMPLIED TERMS) ACT 1973 and you may well have a claim for compensation. Basically, as long as you were not in default, they simply cannot end an agreement "just because it suited them!"

My guess (and I bet I'm right) is they invoked your Damage Liability Insurance policy on your behalf (which, according to their terms and conditions they can do), and simply wrote the original TV off (theft/loss/damage) and ended the agreement - thus waiving any further payments due on it.

BrightHouse Damage Liability Insurance Terms and Conditions HERE

Sorry to have to tell you this, but I think you are just another person in a long line of people who have been stung by BrightHouse and their very one-sided terms and conditions.

I fully understand your frustrations, but I don't think you can win here.



Cheers
Lefty

[cf47_craig]

That is absolutely disgusting.
I've read all of the threads and Lefty's Factsheet, so I didn't think I could be surprised by anything that Brighthouse would do, but writing off a TV with a DLC policy, because of their mistake (losing the TV) and creating a new agreement on another TV, is dispicable.


I'm a customer with Brighthouse for a television. And I've had a few problems. When I tried cancelling my Optional Service Customer at my local branch, 'Merthyr Tydfil,' I was told that it was not possible.

After consulting this forum, I found that I could recieve full contents cover in my home, including cover for hire purchase items for £48 a YEAR!!!
Brighthouse's DLC is costing hundreds of pounds and doesn't actually cover me from anything!!!!!

I sent off the template letters requesting cancellation of both 'insurance' policies from my account, and they agreed to cancelling the OSC, but they didn't think that my alternative Insurance cover, was 'suitable.'

WHAT THE HECK?

I contacted my insurer, and they assured me that my policy covered an item on hire purchase, providing that the y item's value didnt exceed £1000, which it doesnt. So how can they still deem this as un-suitable?

Any advice?

Cheers, Craig.

[Lefty]

Originally Posted by cf47_craig

I contacted my insurer, and they assured me that my policy covered an item on hire purchase, providing that the y item's value didnt exceed £1000, which it doesnt. So how can they still deem this as un-suitable?

Any advice?

Cheers, Craig.

Your home contents policy has to SPECIFICALLY state it covers Hire Purchase items and, furthermore, it must state it will pay out to the hire purchase finance company (BrightHouse - Caversham Finance) in the event of any claim.

You may like to speak to your insurer, and see if they can help with some sort of written confirmation to present to BrightHouse.

Other than that, I would suggest talkiing to the FSA.

Keep us posted. This is an interesting one.


Cheers
Lefty

[cf47_craig]

Have spoken to my insurers who are Birmingham Midshires, and although my Policy certificate, policy schedule or booklet doesnt specifically state that HP items are covered, they have assured me again, that they are.
They faxed me a covering letter so that I could take it into the store.
(Would faxed it direct to them, but didnt know the number!) And they still wouldn't accept it they said it would have to be an original.

Talk about being difficult!!

So am know waiting for an original to be sent through the post, although it wouldnt surprise me if they find another excuse!

Will keep posted.

[Lefty]

Originally Posted by cf47_craig

Have spoken to my insurers who are Birmingham Midshires, and although my Policy certificate, policy schedule or booklet doesnt specifically state that HP items are covered, they have assured me again, that they are.
They faxed me a covering letter so that I could take it into the store.
(Would faxed it direct to them, but didnt know the number!) And they still wouldn't accept it they said it would have to be an original.

Talk about being difficult!!

So am know waiting for an original to be sent through the post, although it wouldnt surprise me if they find another excuse!

Will keep posted.

Yes, but in the meantime you could be putting BrightHouse on 7 days notice that you wish to cancel your DLC policy. You should do that right away. Otherwise 7 days will start from when it suits them! EVENTUALLY!

And, as usual, they are talking through their backsides about notification having to be an "original." Your covering letter from your insurer, although a fax, is written proof enough and BrightHouse are simply being obstructive.

Don't give 'em an inch. You may like to advise the store manager you plan to seek legal advice and intend taking BrightHouse to the small claim court for a refund of the policy premiums you have paid to date. That will cheer him up!


Cheers
Lefty

[Lefty]

Originally Posted by dennison24

I Got A Tv From Brighthouse About A Year And A Half Ago

Originally Posted by dennison24

After About Three Weeks The Tv Went Wrong - They Came Out & Sent It Away For Repair

We Were Left With A Replacement Tv That Was Powered With A Kettle Lead - They Said They Had No More Leads

After About Two Mouths With No Word Where It Was I Called Them And I Was Told It Was In Manchester - for Weeks I Called Them To Find Out Where It Was And They Finally Told Me They Have Lost

Now I Don't Know About Anyone Else But How Do You Lose A 42" Tv? So Choose A New Tv And I Was Told That They Would Not Transfer The Money I Had Already Spent On The Other Tv So I Have Refused To Pay Until Sorted

Now The Calls Have Started - Threatening Me With Police, I Would Have Paid Half If They Transfered The Money But Have No Idea What To Do Now. So If Anyone Has A Idea For Me Would Be Good

Any news on this case yet?

Please keep us posted.



Cheers
Lefty

[cf47_craig]

Just a quick re-cap...Brighthouse contacted me to arrange a meeting to discuss the 'terms' of my alternative insurance.

Went in on my own, and the manager called me into the office where, as expected, he tried to explain that, while he had no choice but to cancel my DLC, it was in my best interests to keep the OSC active. I tried to have my say but he wouldn't let me get a word in edgeways...but nevertheless, I stood my ground, and walked out of there a happy man, and im only paying for the items now!

Thanks for the advice anyway Lefty! You're a gentleman!
Cheers, Craig.