Bury St Edmunds-based Network VEKA member Frames Conservatories Direct (FCD) has stepped in to help a new customer solve an old problem.
Local resident, Mrs White was on the verge of despair after a nearby contractor installed her a conservatory that, it soon became evident, was far from fit for purpose. Adrian Lewis, MD at FCD explains: “A conservatory with a 'lean-to' roof had been constructed, with a projection that was far too long to support the considerable amount of glass involved. The panes were incorrectly fitted, and were shattering as they expanded and contracted with the weather, showering poor Mrs White and the interior of the conservatory with broken glass.”
Aware of the firm's outstanding reputation, Mrs White contacted FCD to help resolve the situation.
“We were keen to start work on fixing the conservatory”, Adrian continues, “and also wanted to help the customer gain some compensation – both for the shocking standard of the installation, and the distressing and dangerous situation it had left her in.
“Network VEKA was founded in reaction to the kind of unscrupulous trader Mrs White had dealt with. It protects consumer's interests with a series of guarantees, safeguarding their investment, even if their chosen member company should unexpectedly cease to trade. In this case, the original installation was completely unrelated to Network VEKA, but we empathized with the customer and wanted to help her regain some of the money she had invested with the previous company.
“Through our Network VEKA membership we have access to the services of Technical Consultant Don Waterworth who is trained as a Private Practice Building Surveyor and Building Engineer. He was able to work on Mrs White's behalf to gain compensation from the original contractor and, in this case, his fee was covered through our membership, obviating any cost to the customer.
“We were pleased to fit a completely new roof, suited to the size of the conservatory, to ensure that Mrs White was able to enjoy the light and welcoming space she desired in the first place.
“At FCD, we are completely committed to quality and service – the main reason we joined Network VEKA. It instantly shows customers that ours are the highest standards. Besides replacing Mrs White's roof, we helped 'right a wrong' and got our customer refunded for the original installation.”
Mrs White was delighted with the service she received and sent a letter of thanks to Don Waterworth: “I can not find the right words to express my gratitude and appreciation. 'Thank you' seems inadequate, but I was in despair until Adrian Lewis gave me your name and contact details, only then did I begin to have a glimmer of hope. The men from Frames Conservatories Direct were so nice and a pleasure to have in my home”.