Advice for getting out of a contract (monitored alarm)
Discussion
I'm after a bit of advice regarding a contract I have with a well known home alarm installer and monitoring service. I have had the system for over two years but it has consistently failed to work.
The bottom line is that we finally want out and obviously don't want to pay the charge for early cancellation.
This company in question is probably the largest in the UK offering the monitored alarm systems, they have a very bad customer services department. We can never talk to the same person twice and all my letters are unacknowledged. The emails are automatically acknowledged but not actually answered.
In the last 2 years, we have threatened to leave twice and each time had a "pay holiday" of 3 months. The system has never worked for more than 30 days without a fault.
So, after another call to complain about the system failing, they have agreed to cancel the contract but now sent a bill for nearly 300 pounds.
Does anybody have advice about who I can contact regarding taking action? As a minimum I want to get out of the 300 pound charge but feel that as the system has never worked, I should be entitled to compensation or some of my original install cost back.
All I can think of is Citizens advice or trading standards?
The bottom line is that we finally want out and obviously don't want to pay the charge for early cancellation.
This company in question is probably the largest in the UK offering the monitored alarm systems, they have a very bad customer services department. We can never talk to the same person twice and all my letters are unacknowledged. The emails are automatically acknowledged but not actually answered.
In the last 2 years, we have threatened to leave twice and each time had a "pay holiday" of 3 months. The system has never worked for more than 30 days without a fault.
So, after another call to complain about the system failing, they have agreed to cancel the contract but now sent a bill for nearly 300 pounds.
Does anybody have advice about who I can contact regarding taking action? As a minimum I want to get out of the 300 pound charge but feel that as the system has never worked, I should be entitled to compensation or some of my original install cost back.
All I can think of is Citizens advice or trading standards?
Are you paying by Direct Debit?
Is there any kind of credit agreement involved?
You can look to get a refund of all the DDs through your bank. Possession is nine tenths of the law.
I did this with a utilities provider who had ignored my numerous complaints. I had a manager with proper authority to sort things within a week.
As to how far you take this, it depends whether you owe them money or they owe you. That depends on the contract.
My advice would be to write to them. Highlight in the contract what has been sold to you, and how it is presented with regards to security and reliability.
Then, go through all the gory details with dates of the number of times the system has failed. Match the two up together, so that it is clear that their faults are so large it is in effect a breach of contract, and further to that, they are clearly not in a position to complete the contract to standard either.
Is there any kind of credit agreement involved?
You can look to get a refund of all the DDs through your bank. Possession is nine tenths of the law.
I did this with a utilities provider who had ignored my numerous complaints. I had a manager with proper authority to sort things within a week.
As to how far you take this, it depends whether you owe them money or they owe you. That depends on the contract.
My advice would be to write to them. Highlight in the contract what has been sold to you, and how it is presented with regards to security and reliability.
Then, go through all the gory details with dates of the number of times the system has failed. Match the two up together, so that it is clear that their faults are so large it is in effect a breach of contract, and further to that, they are clearly not in a position to complete the contract to standard either.
JustinP1 said:
Are you paying by Direct Debit?
Is there any kind of credit agreement involved?
You can look to get a refund of all the DDs through your bank. Possession is nine tenths of the law.
I did this with a utilities provider who had ignored my numerous complaints. I had a manager with proper authority to sort things within a week.
As to how far you take this, it depends whether you owe them money or they owe you. That depends on the contract.
My advice would be to write to them. Highlight in the contract what has been sold to you, and how it is presented with regards to security and reliability.
Then, go through all the gory details with dates of the number of times the system has failed. Match the two up together, so that it is clear that their faults are so large it is in effect a breach of contract, and further to that, they are clearly not in a position to complete the contract to standard either.
Thanks, never thought about the bank.Is there any kind of credit agreement involved?
You can look to get a refund of all the DDs through your bank. Possession is nine tenths of the law.
I did this with a utilities provider who had ignored my numerous complaints. I had a manager with proper authority to sort things within a week.
As to how far you take this, it depends whether you owe them money or they owe you. That depends on the contract.
My advice would be to write to them. Highlight in the contract what has been sold to you, and how it is presented with regards to security and reliability.
Then, go through all the gory details with dates of the number of times the system has failed. Match the two up together, so that it is clear that their faults are so large it is in effect a breach of contract, and further to that, they are clearly not in a position to complete the contract to standard either.
I have most of my dates and complaints etc.
BullyB said:
JustinP1 said:
Are you paying by Direct Debit?
Is there any kind of credit agreement involved?
You can look to get a refund of all the DDs through your bank. Possession is nine tenths of the law.
I did this with a utilities provider who had ignored my numerous complaints. I had a manager with proper authority to sort things within a week.
As to how far you take this, it depends whether you owe them money or they owe you. That depends on the contract.
My advice would be to write to them. Highlight in the contract what has been sold to you, and how it is presented with regards to security and reliability.
Then, go through all the gory details with dates of the number of times the system has failed. Match the two up together, so that it is clear that their faults are so large it is in effect a breach of contract, and further to that, they are clearly not in a position to complete the contract to standard either.
Thanks, never thought about the bank.Is there any kind of credit agreement involved?
You can look to get a refund of all the DDs through your bank. Possession is nine tenths of the law.
I did this with a utilities provider who had ignored my numerous complaints. I had a manager with proper authority to sort things within a week.
As to how far you take this, it depends whether you owe them money or they owe you. That depends on the contract.
My advice would be to write to them. Highlight in the contract what has been sold to you, and how it is presented with regards to security and reliability.
Then, go through all the gory details with dates of the number of times the system has failed. Match the two up together, so that it is clear that their faults are so large it is in effect a breach of contract, and further to that, they are clearly not in a position to complete the contract to standard either.
I have most of my dates and complaints etc.
Strictly speaking its for amount that are taken erroneously from your account. However, the few times I'd had to evoke it, no questions were asked.
That'll get them to wake up if it's a problem getting the right person to speak to you.
They might just send you a big bill. However, it's pushed the goalposts back so you have some leverage. Usually, in discussions, you'd end up meeting somewhere in between.
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