Replacement bay window is too small?!

[stu55y]

Hi all, we are renovating our property and contracted with a window company to replace an old wooden-framed bay window with new upvc bay window.  Company came and measured the old window on two occasions, then eventually installed the new one, which is around 6cm too short!   See old and new pictures attached.

 

They are saying it's not their fault, claiming that the original bay window had not been installed properly (something about a 'bay plate'), but ultimately I can't see how this can be anything other than a mistake on their part.  Simply put, the bottom of the new window is in the same position as the bottom of the original window, but the top is around 6cm lower (this was easy to confirm by observing the increased gap between the top of the new window and the steel beam across the bay, which has not moved).   Bizarrely, the vertical connecting posts of the new frame are about the correct height, so have been left higher than the top of the windows. The company is proposing to put a frame extension at the top, but we think this is a second-rate solution and we should get the correctly-sized window.

 

Can anyone with expertise regarding bay windows think of a reasonable explanation for how a window company could do this and not be at fault? 

 

Many thanks.

 

 

 

 

Edited June 25, 2022 by stu55y

[Simplysimon]

simple, get them to make and fit the correct height windows

 

[stu55y]

It seems they do not want to take responsibility, unfortunately. 

[Radian]

30 minutes ago, stu55y said:

 Bizarrely, the vertical connecting posts of the new frame are about the correct height, so have been left higher than the top of the windows.

 

Get them to explain this ridiculous 'feature'. It may be impossible to explain without them acknowledging some sort of cock-up on their behalf.

[MikeSharp01]

Have you paid in full, if not withhold payment, if you have paid in full by credit card start the process of claiming back the money via the credit card company, if you paid in full some other way look at their accreditations  EG Trustmark, FENSA and GGF to see if there is a procedure you can go through otherwise you just have to push hard to get them to replace the window. Having a frame extension is no good as it will cut down the amount of light and will look awful when you see the run of windows in the street etc.