My mother took on kitchen deal without details

Q: I WOULD like to draw attention to the practices of First Home Improvements, based on Glenrothes, Fife. The company called my mother, who lives in Aberdour, and secured a home visit during which it delivered a quote for a new kitchen installation of £11,000.

No reference to specific costs were involved, and my mother - recently widowed after losing my father to a vicious battle with cancer - was asked to agree to this at the time, sign a credit agreement and commit to buying the kitchen.

The three appliances in the kitchen came with no original documentation and no warranties. To this date I do not know what specific costs attached to the total installation price of the kitchen are attributable to these appliances.

I have also enclosed copies of some of the correspondence I have sent to First Home Improvements over the past several months, to any of which I am yet to receive a formal response.

The practices of First Home Improvements have left my mother seriously out of pocket, having been sold a product I believe does not accurately reflect the amount of money charged.

I can't tell you enough how angry this has made me at a difficult time and how frustrating it has been trying to deal with a company that clearly does not care about its customers.

Mr K Pearson, London

A: Mr Pearson supplied photographs of parts of the kitchen which showed exposed masonry and holes left by the removal of the old kitchen as well as a 4cm gap behind the range cooker.

Alan Goodsir, managing director, contacted The Scotsman immediately on learning of Mr Pearson's letter to us, insisting the work carried out by his firm was up to standard.

He said: "There is nothing wrong with the kitchen installed by our fitters - a good job was done. The pictures show the parts that were not covered by the new units. A decorative finish was not specified in the quote nor was it part of the contract, so work carried out to decorate the kitchen would not be part of the job for which we were paid. The contract says it is for the supply and installation of a kitchen, and that was what we did.

"We were aware that Mr Pearson's mother was recently widowed and we did offer her the chance to involve a friend or family member in the decision to sign but she declined. There is nothing to indicate she is not capable of making her own decisions.

"Contrary to what Mr Pearson says in his letter, we have been in touch and we have explained the situation. He is welcome to contact his local Trading Standards Office. I am happy with the quality of work we carried out and I am satisfied we have done everything required by the contract."

The Scotsman has subsequently been unable to get in touch with Mr Pearson, but it is clear this case acts as a reminder to consider carefully what is being specified in a quote or contract: what is left out is even more important than what is included. In addition, consumers should always insist on a full quote which gives a detailed break-down of individual aspects of the work - and take advice from others before signing.