Raw Deal: Double glazing firm sees sense and returns admin fees to three families left out of pocket

THREE families are celebrating after getting their money back from the same double glazing company – eventually.

In April, Linda Gibson, from Irvine, Ayrshire, invited a salesperson from Penicuik windows to her house to quote for some home improvements.

The mum of one was given a price of £5,310 for seven new windows.

“On the same night I ended up paying £349 by debit card upfront. I thought this was for a surveyor to come and measure up properly,” said Linda, 56.

The next day, however, Linda’s mother and sister convinced her that the price was too steep so she called Penicuik to cancel.

“At first I was told that this would not be a problem,” she said. “But a few days later my £349 still hadn’t been refunded so I called again to inquire when I would get it. I was then shocked to be told that my money was not refundable because it was an admin fee and I had signed up for this. I was furious and very taken aback.

“This fee was not mentioned to me by the sales person and when I did look for their cancellation policy, the small print was so tiny that I needed a magnifier to read it.”

In Montrose, Angus, Scott Robertson and his partner Melanie Scott were having a similar issue with Penicuik.

Last month the couple had a saleswoman in the house for four-and-a-half hours. They signed up for new windows and paid a £349 deposit.

“As soon as the woman left I knew I should not have done it,” said Scott. “The price had started off at £17,000 then it went down to £11,000 then we were finally quoted about five grand. I felt there was something not right about it all so I cancelled the very next morning. But then I was told I wouldn’t get my money back because the £349 was a non-refundable administration fee.

“It is scandalous that someone can think they can keep money like that for doing nothing.”

And in March, Ian Bell, from Glasgow, handed over £299 to Penicuik after initially agreeing to take seven new windows. Within a few days he called the company to cancel but was also told he would not be getting any money back.

“I was never told that my deposit was a non-refundable administration fee and I was very angry about it.”

In frustration, all three readers wrote to Raw Deal and we asked Penicuik for an explanation.

As a result, the company has decided to refund all the money and has also promised to review its cancellation policy.

A Penicuik spokeswoman said: “We have a contractual right to retain the admin fee and this is built into the pricing structure.

“However, we are reviewing our current policy on refunds in such situations where a customer cancels within a short period after the sale of the contract.

“On further investigation of the three customers, they all cancelled their contracts on the same day or day after. So as a gesture of goodwill, I have today arranged for refund of their administration fees.”

The Raw Deal readers said they were delighted to be reimbursed after thinking they would never see their money again.

“Raw Deal has made my day,” said Linda.