‘We got it wrong in 2012 and we’ve got it wrong again’
Firm shown pressure-selling to elderly for second time
The boss of a company exposed for pressure-selling to the elderly twice in four years has promised it won’t happen again.
Consumer rights show Watchdog planted an undercover reporter in Maidstone firm MyHome Installations Ltd in September.
The result, broadcast last week on BBC One and reported in the KM, was described by one customer’s son as sickening.
MyHome, previously Landmark Securities, and its director Liam Walsh were exposed by the show for similar practices in 2012.
Speaking to the Kent Messenger this week, Mr Walsh, 35, denied there was anything wrong with the costing.
Salesman Nathan Faulkes was recorded quoting a disabled 88-year-old £2,500 for electri- cal work which the broadcaster claimed should have only cost £1,500.
Mr Walsh said MyHome’s cost contained an optional £1,100 five-year guarantee of all existing electricals, a point which he claimed was fully explained to the client.
He also denied any of the 36 faults detected were made up and insisted MyHome’s quality of work had never been questioned.
Mr Walsh, whose firm operates from the 20/20 Business Park in Allington, said a full review of the way customers were spoken about and sales techniques will take place. At one point in the show, electrical manager Andrew ‘Billy’ Beale called an elderly lady “a dirty *****”.
He also offered advice on salesmanship, saying: “Eventually they run out of objections, their pants are on the floor and they’re waiting.”
Mr Faulkes said of one disabled customer: “If they are disabled, as wrong as it is, I play on it.” Mr Walsh said: “The comments
‘A shame the whole company has been tarred with same brush because of disgusting comments’
about customers are indefensible. I’m going to be conducting a full review of how we sell. We obviously got it wrong in 2012 and we’ve got it wrong again.
“We will do better. There will not be a third time.” He conceded the problems aren’t something that can be changed overnight.
Mr Faulkes and Mr Beale have been suspended pending the outcome of the review.
Mr Walsh said: “It’s a real shame the whole company has been tarred with the same brush because of the disgusting comments two people made.
“I’d absolutely like to apologise to the customers for the way they were spoken about. It’s wrong.”