What are the obligations of company V. towards us?

Questioner

Dear Legal Advice Centre employees, We bought a house on July 1st, including a built-in alarm system. Since we had heard positive reports about company V. from the previous residents, we were prepared to take over the alarm system. We have opted for a stand-alone system, which is also one of the options. Unfortunately, we have experienced problems from day one. The alarm goes off regularly, without reason and we do not have sufficient resources at our disposal to solve it. (not from the sellers of the house and also not from the alarm system supplier: V.). After many attempts to find a solution together with company V., we have still not made any progress. The company's designated contact person, Mr. J., does not respond to telephone and email. And Mrs. S., who responded to the complaint we had previously filed, promised to find a solution and would call back, but has not responded since. Only because I contacted them again, two different employees came up with a 'solution and final offer', whereby we first had to have a new system installed and still had to take out a subscription. For Mrs. S. the costs were approximately €640,- And for Mr. R. approximately €650,- (in varying calculation for the 1st year). So, they didn't listen. We have a nearly new system and want a stand alone system. For us this is not a solution! We feel like we are being passed from pillar to post by Verisure without any results. Is it so difficult for company V. to help us? They have obligations, don’t they? Hopefully you can help us. Please respond. Kind regards, GD

Lawyer

If the acquired system does not do what it is supposed to do, you must put the service provider in default and grant a period to make the matter function properly, either by repair or by replacement. If attempts remain fruitless, you could in principle terminate the agreement. That is therefore something different than the buyout of the contract that is stated in the terms and conditions. Because the seller has guaranteed the proper functioning, you could also hold him liable for the damages. If you need some help in the form of a legal letter such as a notice of default or omission, you can contact me directly,