Thistle Windows & Conservatories Ltd

We are an elderly couple married for 50 years. In April 2021 we signed a contract with Thistle Windows and Conservatories Ltd., Aberdeen, to have a Sun Room Extension erected at the rear of our property. This build was to be a relaxing, pleasurable addition to our home for our advancing years but has proved to be a prolonged nightmare experience impacting greatly on our mental health and normal lives. The build commenced in December 2021 and we were told on signing the contract that the build would be completed approximately three months after the build started. The build was fraught with problems - the roof (fitted 3 times after we pointed out it looked askew); hip ridge tiles on roof were unsightly and required to be replaced due to being improperly mitred); floor screed (applied, removed and reapplied); gutters; poorly adjusted doors (finally after many failed attempts at correction by Thistle, we employed an independent door fitter to remedy); scratched glass units; plasterboard smashed by them and poor finish to window sills damaged by them) , etc., etc., and although the Certificate of Completion was issued in April 2023 (one year and four months after the build commenced) we are not satisfied with the standard of workmanship displayed throughout the build nor the final finish. We have many emails and photographs to illustrate the problems we faced. We made it clear by email that we did not wish face to face meetings since we were not educated/equipped to deal with such situations but they refused to take part in any outside mediation process stating that they would just deal with it themselves. On two occasions we were coerced against our will to meeting with them. There was no back and forth discussion at these meetings with senior management and we felt bullied, intimidated and belittled at the meetings. They refused to inspect the sills with one of the management saying that he would not override the decision of his subordinate to not replace the sills. Another management official also decided that they would not replace the plasterboard smashed up by them (which their workforce had managed to hide behind skirting boards) and the sills and that there was nothing we could do about it but there would be no replacement done. Also told we had an over expectation of the quality of finish. Replies to several of our emails from the Managing Director seemed to us to indicate he was immune to any recourse. He signed them off as “without prejudice”. Thistle, along with their affiliated company, repeatedly tried week after week for several weeks to coerce us into completing a form to say that we were satisfied with the build or we would not be issued with the guarantee certificate. The guarantee provider denies this but we have the appropriate emails recorded. We have contacted Thistle and requested a 20% reimbursement of the total payment, which we paid promptly but under duress, for the poor workmanship, delay in completion and unsatisfactory finish. They have completely ignored this request and will not admit to any discrepancies by their staff in spite of the many emails sent to them with photos as in our files record of events as they arose. We believe there may be several consumer rights issues. We are investigating this at the moment. We also believe there may be breach of contract issues in that when we contracted Thistle to build our Sun Room we had expected the work to be carried out by staff qualified to carry out their duties competently throughout the build in the first instance and not to have several failed attempts in several instance requiring our advisory input to make failed remedial attempts put right. Also the completion timescale was well outwith what we were promised through their mishandling of our build. We feel we were badly let down by Thistle in nearly every aspect of our build. 1 star only in order to submit review.