I ordered a Sunamp through a company in South Wales, a company I was lead to believe was an accredited Sunamp supplier and installer. After numerous requests, over many months, they have failed to deliver the item, So I contacted Sunamp who tell me the company has never been one of their distributors and it would appear I’m one of a number of disgruntled customers who have contacted them for help. I must Say the support from Sunamp has been excellent.

I’ve asked the South Wales company for a refund as they have my money and I don’t have a Sunamp and Sunamp have confirmed they don’t have an order from the firm in Wales. If they fail to provide a refund, what should I do next?

Thanks for the help.

Is this a personal or business purchase? How did you pay for the sunamp?

How did you pay?

If youve given the company fair chance to provide the sunamp, and it sounds like you have, then just put it into dispute with your credit card provider. Theyll almost certainly immediately credit your account with the disputed sum and they will recover the disputed sum from the trader. Job done.

One thing to bare in mind is certain parts of south wales have been hit quite hard with Covid so there may be reasons why the company isnt running as normal, but go the CC route for quick resolution.

Posted By: TriassicCredit card

A section 75 charge back.

Bit confused is the company in South Wales or North Wales you mention both.

Another confusing bit you have stated that Sunamp never had them as distributors yet your last posting says Sunamp don't deal with them any more suggesting they once did.

Wherever you take this be sure you present a consistent story.

If they took money off you without the ability or intention to supply that would be fraud.

You mentioned you were lead to believe that the company was an accredited Sunamp supplier ( perhaps they were at one point) was this verbal or written. Either way it is construed as the company gaining a pecuniary advantage by lying, a criminal offence. That is by lying they put themselves in a better financial situation than if they had not made the claim.

(People have been jailed for lying on a CV because they got a better paid job than they previously had.)

If you do down the fraud route you will get action if you write with the details to the Chief Constable. Writing to this officer will mean he/she will have to take action. Walking into a police station or phoning won't work as well. Reason I know this, a police officer I know, told me.

I would contact the credit card company for a refund and send them any info sunamp gave you about them not being a distributor.

If you go down the legal route, be prepared for the long haul. Even though small claims is meant to be quicker than a full blown process, my own experience of it took 8 months from first pressing the button to finally getting full payment. It's not as easy as people may think.

If you want as early a resolution as possible the CC route is the way to go. I would not worry about taking money off them they will sort out with the company's bank and get refunded. If there is a fraudulent side to this they may possibly pursue it.

If you want publicity over this then the consumer programmes on TV may be a good place. In Wales BBC X-Ray like to get there teeth into something like this.

https://www.bbc.co.uk/programmes/articles/2CcKn33g6lzzgvbRsYYYrgd/get-in-touch

Glad your issue is resolved.

No strings attached.

I’m in contact with Sunamp. I’ll ask about DIY install purchases. I’m DIYing my install.

Sunamp need to keep things simple as the installation is fairly straightforward. What they don’t need are snake oil salesmen making the product sound complex just to boost the installation costs, as this will affect the take up of this great product.

I don't know what the rules are on here. I would hope that there will have to be some public discussion of the issues when buildhub is back up. I don't think it would be right to sweep everything under the carpet.
That said itt is a tricky area and I don't know much about what has been going on.

Welcome, Luckylad.

I think there's a 'no bad-mouthing clause somewhere (though not easily found, IIRC), but I am not clear what the score is when it is not bad-mouthing, but dissemination of bad experiences. You could offer to whisper to interested parties, perhaps? I don't think that transgresses anything.

Welcome also to other visitors from Buildhub.

Thank you for the welcome.
I certainly don’t want to upset anyone here nor be rude and present inaccurate facts. I think a calm ,well thought out and honest discussion is fine.
Yes Triassic I did get my money back but then I started asking by private message,people who had also had dealings with this particular company. I discovered quite a large trail of people who had paid upfront for plumbing services,deposits for Sunamp,mvhr and other goods. The plumber hadn’t shown up on site and neither had the goods .