Problem getting Red Window Systems to carry out warranty work

[DJXFM]

Hi.

 

I currently let out a flat which had some large balcony doors replaced in 2007 by Red Window Systems in Cheshire.

 

The original problem was that the windows leaked and they were helpfully replaced under warranty.

 

The new windows are better but the tenants have asked me to look into getting RWS round again

to tighten the locks and carry out some basic maintenance to prevent further draughts and traffic noise.

 

However, the company are not responding to any of my requests.

 

They operate a "call back" service when you ring them and don't call back.

 

I have emailed one of the company directors and am ignored.

 

The lettings agency I use have also tried persistently to get hold of someone but have received a similar lack of response.

 

Obviously this lack of action reflects very badly on me to the tenants who I do not want to disappoint, of course.

 

Any ideas about the next course of action?

 

I'm stuck!

 

Many thanks.

[renegadeimp]

Have you written to them by recorded delivery and put a full complaint to them?

 

I would suggest to do that and give then a set timeframe to make contact with you. At the end of the letter, puts something like i reserve the right to take legal action without further communication.

 

Of course, if they dont make contact, you can then issue a full blown LBA giving them a set timeframe to fully rectify the issues. If they dont, go to SMC and put in a claim for what you want done.

[DJXFM]

Thanks for the advice. I'll try that route! Just need to get my ducks in a row before I write to them.

[citizenB]

DJ, is this the company ?

 

http://www.redwindowsystems.com/

 

Their tag line is "great communications builds a great working relationship".. might be worth reminding them of that

[DJXFM]

That's them!! Haha. I'll be quoting their slogan in my letter, of course!

 

Maybe they'll change it to "great communications builds a great working relationship............unless it costs us money."

[citizenB]

Please do keep us updated with your quest to sort the windows out

[DJXFM]

I will indeed. I guess it hinges around whether they have any obligation to come round in the first place. The windows were installed in 2008 and I'd expect a standard warranty of some sort though quite where that bit of paper lies I am not sure!!!

[DJXFM]

UPDATE:

 

One of the directors of RWS has made contact with me regarding this issue and has offered to repair my windows free of charge by way of a goodwill gesture following the delay in getting hold of them. Just waiting to finalise the details of the visit with my tenants.

 

It was explained to me that RWS underwent a period of re-structuring that resulted in some cases being left unanswered but it seems they are addressing the outstanding issues as best they can.

 

I'll update again once the work has been done. As I say they've been proactive in putting into place the steps necessary to get the work carried out I just need to get my letting agency up and running now!!