Glazing firm’s pledge brings cold comfort
A£1,900 DEPOSIT swelled the coffers of double glazing outfit EnergiGlass but led to abject misery for reluctant customer Susan Lambert and her very poorly husband Jack. After the questionable way Susan felt the sales process in March had been handled, she decided to cancel. But although the company, registered as The Energy Saving Centre Limited, agreed to the refund, so far Susan is still waiting to get her money back.
Not knowing where to turn, she asked Crusader for help. We found her story really disturbing, not only because she had cancelled within the agreed time limit but also given her description of how she and Jack had been treated.
Although the couple, from Yorkshire, have an ex-directory number, they got a call from the firm and agreed to a visit.
Susan cares for her husband, 78, who became totally dependent on her after a series of strokes following a vicious mugging that fractured his skull. She explains: “I had been thinking about improving the patio windows as there seemed to be more condensation forming. The caller mentioned government grants for glass replacement in our area, he said it was for everyone. When he
how to handle a home visit
Always try to have another person as a witness and for support if you accept a home visit.
If you feel pressured, end the meeting immediately.
Always ask to have any cancellation terms identified and spelled out. came I told him I only wanted the patio ones replacing. However he measured up everything, then quoted £15,000 – he said otherwise we would not get the benefit from our central heating.”
Susan refused but two hours later he came up with “reducing the amount to £9,500 as a one-off sum and promised I’d get the deposit back if I changed my mind so I agreed,” she says.
“I was also worried about my husband as he can’t move or really speak. His head was drooping and I needed to attend to his personal care.
“I did try to explain this to the salesman but all he replied was, ‘Not long now’.
“I asked for his name several times but when he had gone I realised he had never said it. I felt so worn down and rushed by the end.”
After the March 27 visit Susan emailed her cancellation on April 2 and she also telephoned and got confirmation, although her cheque had cleared on March 31.
Jack was then admitted to hospital and is now in a nursing home. In between visiting him she made “many calls” as well as sending a recorded delivery letter to company secretary Danyal Uddin at the firm’s Watford HQ.
Crusader understands Trading Standards is aware of EnergiGlass. When we contacted the company it responded promptly, apologised for the delay in refunding the deposit and said it was “working to return this ASAP”.
It also stressed that its agents worked to clear codes of practice and pointed out that because this was a replacement glass order, it was bespoke and therefore not covered by consumer cooling-off rules, although it allowed a sevenday goodwill cancellation opt-out.
Susan had said “yes” to its staff four times, it added, and “it seems clear [she] had taken advantage” of the system’s safeguards.
However Susan begs to differ, saying: “When I cancelled the order I received no fewer than four telephone calls from different staff trying to get me to reinstate it.
“But however much the agent needed to make a sale he must have realised from what I said and how my husband was fading that enough was enough.
“It has put me off getting home visits although they do help people in our position.
“Crusader’s support such a morale booster. “We aren’t giving up yet.” And we say to EnergiGlass: “It’s time to cough up and do the right thing.” has been