Brighthouse:- : Brighthouse Misery

[Ironside52]

I am new to this forum but would like to add my own experience with Brighthouse or as we call them (well it's another term for a toilet). We originally purchased a new Philips 47 inch ambi light TV this arrived with no instructions, nor was it set up for us as was agreed. We approached the store and were given a photostat copy of instructions which it transpired were for a completely different TV. At the time we were being paid our benefits weekly so had no problem making the weekly payments. However the DWP in their infinite wisdom decided to change the way payments were made and moved everybody onto fortnightly payments. We informed Brighthouse via our local store of these changes and showed them the letter from DWP to confirm this. We were informed that this would not be a problem as long as we made the payments fortnightly. We then started incurring late payment fees and receiving phone calls. These calls were received first thing in the morning the payment was due and demanding to know 1. Were we going into the store to make our payment and 2. What time would we be going in. We eventually after several e mails to Head Office got this resolved via the Area Manager.

 

As my birthday approached my partner decided to purchase a new computer for me as my laptop was getting tired. We collected the computer from the store ourselves but later noticed that a delivery charge for £10 had been added to our account. We visited the store to find out why and also to complain that we were still receiving late payment fees despite the agreement. The young assistant merely stated that they had no knowledge of this agreement, it wasn't on the computer and if we didn't like it they would just come and take the goods back. He then tried to charge us another late payment fee which we refused to pay as they had made an error it was their responsiblity. He became abusive and rude and refused to accept any payment at all from us saying that we were now in breach of the agreement and they would come and recover their goods.

 

Both my partner and I are disabled and the way this assistant spoke to us left us feeling distressed and upset. I e mailed a strong complaint to Head Office and was contacted by phone 2 days later by the Area Manager. He asked how he could resolve this issue as Brighthouse prided themselves on their customer care lol. We told him that we no longer wished to deal with this particular store as we had been made to feel so uncomfortable. He arranged to meet us at a different branch in Sheffield to re write the agreements and transfer the account to the new store. On arrival we met the Area Manager who was very pleasant and welcoming even having coffee made for us. There was then a protracted delay as the manager of the original store couldn't find our paper work.

 

This was fine until it came to making our next payment when surprise surprise late payment fee. We queried this and were told that they had no recored of the arrangement to pay fortnightly. The next time we went to make a payment we were told they could not accept the payment as the account was not at their branch. Despite everything that was arranged they still haven't transfered the account. After every payment we receive a letter from the original store stating we are in arrears and at risk of having the goods repossessed.

 

We were even told that if it wasn't for Brighthouse people in our situation would not get credit or be able to buy quality lol goods. They weren't impressed when I informed them that if it wasn't for people like us in this situation then companies like Brighthouse would not exist. Yes they do provide a service that normally would not be available to people on benefits or low credit score. But surely that does not give them a licence to print money, rip people off and generally exploit people who can least afford it.

 

I know one thing, when the items we have are paid up we certainly will not be making any further purchaces from them nor will we be recommending them to any one either. They are even refusing to remove the "Optional covers" even though they are optional. If any of the mainstream high street retailers treated their customers the

way Brighthouse treat theirs they would be bankrupt in no time.

[MARTIN3030]

You couldnt make this up.

[Ironside52]

Further to the above the saga continues. Yet again Sh***house have managed to loose all our paperwork. They are now insisting that we make a journey that normally would take at least an hour to re sign (this will be the fourth time we have done this) the papers so that we can make our payments. At present there is approx three feet of snow all round our property and in the surrounding area. They are aware that we are both disabled and yet are adamant that we have to make this journey. When I tried to explain the situation to th e lady at the store (and I use this term advisidly) and also enquired as to why yet again they had managed to loose this paperwork she literally shouted down the phone at me and stated I'm not even talking to you you're name isn't on the bloody agreement and slammed the phone down. Wow what an incredible display of proffessional customer service at work

[Surfer01]

I think it is time for a Subject Access Report. If you signed new documents adn they cannot find them then they may be in serious trouble. hopefully you have some written proof of the transfer.