An “upset” Stoke-on-Trent couple have told how they got “excuse after excuse” when they tried to get their £850 deposit back after conservatory roof works had to be cancelled. Derrick and Tracey appeared BBC’s Watchdog on The One Show.
They were among a number of customers who shared issues they’d had with window upgrade company Ecosave365. Tracey told the show that in March last year they were visited by a cold-caller who offered them a free no-obligation quote to have the roof changed on their conservatory.
Ecosave365 said it would cost nearly £4,000 to replace. The couple agreed to the work but shortly after paying the deposit the company got in contact with them.
Derrick explained: “They said they didn’t think the roof could take the weight and couldn’t guarantee that the glass would actually fit. We said well we’re cancelling.”
The conservatory roof
(Image: BBC)
Watchdog presenter Nikki Fox told viewers that as the firm could not fulfil the terms of the contract there was a legal obligation to refund the couple. Derrick said he kept ringing the company but faced “excuse after excuse”, while wife Tracey said the situation left them “hurt and upset”.
Watchdog contacted Ecosave365 for comment.
Summarising the response, the show reported: “It said that it takes all complaints seriously, and it sincerely apologises to the complainants if they feel that there has been a delay in reviewing their complaints.
“It said that the company has expanded significantly over the past year, and there have been administrative issues in this period. It continued that the company is investing in improvements to its administrative processing systems, which will help to eliminate any repetition of the highlighted issues faced by customers.
“Finally it said that the company has now completed its investigation into the highlighted matters, and has since made a full repayment to those customers.”
Watch the full show on BBC iPlayer here.
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