The Window Factory

This is an Amex Holdings Ltd company which for some reason best known to themselves trades under the names "Amazon Windows Ltd" and "The Window Factory". Having been shown the triple glazing as advertised by "Amazon Windows" both at the Fleet showroom and at home we were given a written quotation by "Amazon" for a house full of triple glazed windows and a new patio door. I was then given, and made the mistake of signing, a contract headed "The Window Factory". The same salesmen sell and operate for the two companies from the same office in Fleet, I was assured that the companies use exactly the same product, I have repeatedly been told by Amazon Window staff that the two companies are the "same" company or sometimes "sister" companies. The fitters and remedial engineers visiting our house have all driven "Amazon" vehicles, and the fitters all wear "Amazon" sweatshirts. I was told the window installation would be delayed but that two fitters would complete the work in two days, on day two there was only one fitter and it was obvious that the job was being rushed and unnecessary damage was being done so an extra day was needed. On "completion" it was clear that because the job had been rushed it had not been done with reasonable care and skill. A soffit had been brought down and damaged at the rear of the house and another broken at the front, there was a large mortar crack in a wall, two windows at the front of the house had large cracks, another had a chipped corner, another a chipped edge, and more minor damage had been "fixed" with mastic. The only damage which we were not left to discover for ourselves was one badly scratched window. On the last day the fitter was obviously in a bad mood and he left us with a damaged house with broken windows. The Fleet salesman was so disinterested when I 'phoned to tell him I thought he may be interested in the product he had sold me that he put the 'phone down on me. I initially refused payment and the immediate remedial work was done four days later when I made my second mistake of keeping to my side of the contract by paying in full. It then took repeated telephone calls to the installation department, and an email to the MD after six weeks, to get the outstanding remedial work done but even then because of the poor quality control of the glazing units it was nine weeks and several visits by a remedial engineer before more than eight glazing units had been replaced and were of an acceptable standard. Three months later, in February, we discovered that the new patio door let in a draught and that there was a gap between the window frame and the main frame, it then took over four weeks before a remedial engineer again attended and immediately said "it hasn't been put in right". The MD has said he is confused because I didn't mention the patio door draught problem to him in November despite the fact we only discovered the fault in February! Amex Holding has also tried to distance themselves from the "Amazon" installation (their reply can be seen on the CheckaTrade website, of which conveniently the "Window Factory" is not a member) and even claimed that the "Window Factory" vehicle had an "issue" on the day of my installation (as did the fitter with his Amazon sweatshirt that day, I guess). Amex also claim that I knowingly bought a "more economical product" by signing a "Window Factory" contract even though the price paid was exactly the same as the "Amazon" written quotation for exactly the same installation. The house still bears the signs of the damage done, and the MD's solution to two window frames which have moldings covering what I believe to be damaged joints is to cover other undamaged similar frames so that they match! I have no doubt that we have been seriously misled by this company and we are still seeking replacement of the damaged frames and/or compensation for what the MD himself described as a "slapstick" installation.