Family chased for £11,491 by debt collectors after failed double glazing installation by Everest two years ago

A family who endured a botched window installation for more than two years were then wrongly told they owed more than £11,000 – and were chased by debt collectors.

Andrew Johnson, 45, bought 12 windows and a French door from Everest Windows in April 2022, paying a deposit of £13,321 and still had £11,491 to pay.

The problem occurred in 11 of the windows, which had a tilting sash design. Andrew chose this because it would make them easier to clean from the inside.

Whenever these windows were opened, the tilt mechanism damaged the window frames, causing the outer layers to be scraped off.

The window fitter, Everest, recognized the problem and visited Andrew’s home no fewer than 30 times over two years to try to resolve the problem.

During much of this time, Andrew’s house was a building site, which was especially difficult as his wife was pregnant.

“It is difficult to summarize how disruptive two years of continuous window installations are, but needless to say, multiple attempts to remove and reinstall windows have left my home and furnishings in a complete state,” Andrew said.

‘This included leaving my house unsafe for weeks because they hadn’t installed the locks, leaving scaffolding up and half-assembled windows in place for months.’

Everest eventually updated the windows, but said Andrew wouldn’t be able to use the tilt function.

In April 2024, an Everest manager and the company’s complaints department told Andrew that the company would like to write off the remaining money he was owed, £11,941, based on the significant disruption that they were unlikely to be able to remedy.

But then Andrew got an email saying the company hadn’t written off the entire debt.

Long-standing fixture: Scaffolding outside had been there for so long that plants were growing in it

Instead they credited him with £5,491 and told him he still had to pay £6,000.

Days later Everest went into administration and was purchased by Anglian Windows.

Anglian then passed Andrew’s details on to a debt collection agency, who began wrongfully pursuing him for the full amount of £11,491.

A shocked Andrew tried to speak to Anglian several times to explain the situation, but the company refused and told him to speak to the debt collection agency instead.

Andrew said: ‘Needless to say, I am absolutely shocked at the way I have been treated and the lack of willingness to even have a conversation with me before sending it to an aggressive debt collection agency.’

Construction site: The inside of the house was uninhabitable in some areas due to the duff windows

Andrew then spoke to This is Money, who intervened and contacted Anglian.

Anglian subsequently apologized to Andrew and wrote off the remaining £6,000.

“I have no doubt that without your help this wouldn’t have happened, so thank you very much,” Andrew said. ‘This Is Money’s involvement in this consumer battle is making a real difference to people’s lives.’

An Anglian spokesperson said: “Thank you for bringing Mr Johnson’s case to our attention.

‘We are deeply sorry for any further distress that may have occurred to Mr Johnson and his family, following recent communications he has received on behalf of ASHI Group Ltd.

‘Anglian Home Improvements (trading as ASHI Group Ltd), Britain’s leading home improvement company, acquired the customer order book, brand and certain other assets of Everest 2020 earlier this year.

‘According to the information we received as part of the acquisition, Mr Johnson was recorded by Everest 2020 as owing £11,491.

‘Having reviewed the information sent directly to us by Mr Johnson, we have noted that a goodwill gesture of £5,491 has been awarded by Everest 2020, leaving an outstanding balance of £6,000.

‘We are saddened by the events experienced by Mr Johnson and his family during Everest 2020, and as such, by not admitting liability and in order to bring the matter to an amicable resolution, the ASHI Group will be taking no further action. regarding Mr. Johnson’s case.”