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Last update 17/10/2007 |
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Your delivery date Check that the delivery date, order details and delivery address on your invoice are correct. Clear as much space at home to store the boxed items when they're delivered. The more room you can spare, the easier it will be to check the items. 2 Weeks prior to your delivery date you will be contacted by a Customer Service representative to arrange a delivery convenient to you |
Complaint Date 28/06/2004 |
Complaint entered by dave.dempster@ntlworld.com
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I
must bring this to your attention in the hope others can learn about the
pitfalls of buying goods and services from MFI. I was in need of a new fully fitted kitchen, so after choosing the kitchen I wanted, I agreed to enter a credit agreement with Black Horse Card Services (MFI Flexiplan), through a MFI store (Leeds), for the purchase of a fully fitted kitchen, using their installation service. The new kitchen included the supply and fitting of a new sink unit, washing machine, fridge freezer and integrated extractor fan The agreement was signed on the 19th March 2004 for a total loan of £4042.25, I was informed that the kitchen would fully fitted within five days. They also explained that it normally only takes four days, but they add an extra day just to be on the safe side! The events that followed have truly been complete nightmare, and to date (28th June), still on going. The start date was to be the 17th May. But the night before this start date, the MFI contractor’s wife phoned me to say he couldn’t start on the 17th. So on the Monday I called MFI, they said they would call back. They didn’t. On Wednesday 19th, the fitter called to say he couldn’t start because of a backlog of work caused by a computer change over at MFI. He then offered the 21st May was earliest he could start the work, but it would only be for 4 hours. I told him that was unacceptable for practical reason. So a new date was confirmed with him for Monday 24th May. Come Monday 24th, no sign of the fitter. I called the MFI offices, but no answer. The same again on the Tuesday. Wednesday I finally got an answer and was told I would be called back by 7pm that day. No call back was received. I went to the show room on Thursday 27th and spoke to the sales person who sold me the kitchen. He said he couldn’t explain why the fitter had not started the job as the fitter in question had been pestering the show room for more work. Friday 28th, the fitter called to say he would start on the 1st June at 9:00am. I was working that day, but my Daughter was at home awaiting his arrival. At 10am he phoned to say that he called at 9:20am, but there was no answer. When asked to return, as quite clearly there was someone there, he said he couldn’t as he was already on another job. (Why couldn’t he have rung when he claims there was no answer?) Finally, the fitter started on the Wednesday 2nd June, working from 9:30 and left at 3:30pm. Thursday 3rd June, he worked from 9:30 to 4:30pm and said he would not be in on the Friday, the reason being that he had to pick a child up. Sunday 6th June, his wife called to inform me he would not be working on the Monday due to a doctor’s appointment. He turned up on Tuesday 8th, Wednesday 9th and Thursday 10th, and that was it. No warning or reasons given, he simply didn’t show up again. This was worrying as the state of the kitchen was as follows:
Further to this, on Tuesday 8th, the fitter forced me to sign a Certificate Of Completion, stating that he could not pay his sub-contractor without it. I signed it under protest and did remark in the comments box that the kitchen was not fully fitted. After many phone calls to MFI, I was given four separate dates for the fitter to return, but he failed to show up on any of those dates give. I returned to the store on the 21st June and was promised the fitter would be there on Thursday 24th at 8:30am, to finish the installation. Having experienced such a poor standard of service from the company, as well as the unreliable fitter, I had my doubts as to whether he would turn up on the date. On Wednesday 23rd, I decided to write a letter to the loan company, with copies being sent to the store manager. I explained that I had been without running water for over five weeks. I demanded that if the sink unit and washing machine were not fitted and working by 15:00hrs Thursday 24th June, I would cancel the credit agreement under the Consumer Credit Act 1974, section 75 and the Sale Of Goods Act 1979. That MFI I would be responsible for the de-installation and removal of all the goods and a full refund of all monies paid, within two weeks of the letter postmark. I also reserved my right to take separate legal action against MFI. I waited until 12 o’clock midday on the Thursday, still no sign of the fitter. I called MFI and was told he would be there late afternoon. The fitter arrived just after 4pm and worked for approximately 30 minutes before leaving. I arrived home from work to find the sink taps connected, but no overflow pipe. To my horror, inspecting inside the sink cabinet, there was a live double socket (with the washing machine plugged into it) fixed to the inside of the cupboard, directly below the overflow hole for the sink. This was I felt, an extremely dangerous situation, caused by the fitter’s rush to finish the job. The only thing covering the overflow hole was a piece of blue tape. I have two daughters and two Grandsons, any of which could have operated the sink causing an overflow directly on to a live mains feed. So to this date, I still do not have a washing machine or sink unit I can use. The extractor fan cupboard is wrong, so still no fan fitted. The fridge freezer has still to be replaced, even though a new one was ordered when the job was first started. A letter was sent on Friday to the loan company and the manager of MFI, stating that with reference to my previous letter, the work has not been completed, so I wished to cancel the credit agreement and have MFI de-install and remove all goods and packing materials. A full refund of all money paid and an offer of compensation. All this to be carried out within two weeks, after which, any goods left, will be subject to a storage charge of £5 per day. Any costs incurred by myself in the removal of packing and rubbish would be charged to the loan company, as they are the legal owners. Saturday 26th, I received numerous phone calls from MFI, wanting to know the situation and what needs replacing and repairing. I informed them it was too late, that I wanted the goods out and that a letter had been sent with reference to that effect. The last phone call I received on Saturday, was from the store manager, saying that if I wanted the kitchen out, they could come and de-install and removed it. Or, if I wanted, they would come in and repair and replace parts and complete the job. am now awaiting responses in writing, from the loan company and MFI with regards to both letters sent stating my terms regarding this matter. In the mean time, a full report complete with pictures, will be filed with the Trading Standards Authority. Qualitas and separate legal action for damages against MFI and criminal charges against the fitter for falsifying a legal document and endangering life. MFI have been paid in full since 23rd April. They love this service as they get paid even before defective goods and poor levels of services are supplied! |
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Yet another horror story involving the delivery times and the availability of MFI products. It really isn't good enough - If you take the money from the unsuspecting consumers who trust you, you should make sure first that you can supply the goods. If anybody requests prepayment for a service or for goods be vigilant If they don't trust you why should you trust them and if they insist on these prepayment clauses when you sign the contract tell them what to do with it and go elsewhere |
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Update 11th July 2004
We have just received the
above update which shows that the complaint has still not been
settled and which contains some helpful advice from Mr. Dempster
which might help other consumers in a similar situation:
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| Complaint Status: ongoing | Overall Efficiency |
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