You are on the door, they are out of the window

Illegal window business earns on pensioners throughout Russia. How to protect yourself

An epidemic of calls with offers of free repair or installation of plastic windows covered the whole country. At risk, the most trusting, according to scientists, the category is elderly people, on whom special sales techniques are calculated.

“State program”, “Social Service for Veterans” - window scammers use words acting on the older generation hypnotically. They can also be encrypted under the manufacturer of windows, who supposedly “under warranty” conducts diagnostics, how to disagree here? Free. The scammers are ready to break the doors and windows so that the need for repair becomes obvious. And pensioners pay - the last pension, “grave”, “cubic”, laid out for treatment, and simply nerves and health.

Troubles

Yakov Viktorovich, 88 years old, Saratov

Damage: 9500 rubles

Company: Ecofenster

"Two days lived without a balcony door in the cold autumn"

Tarpel Tamara Delidon: “Ecofenster went to my great -grandfather from the company for 3 months: they seemed to be social support for the veteran, and made windows with oil for 200-300 rubles. They offered repairs, but everything was new, and the great -grandfather did not agree.

And on October 22, 2019 they came and said that the balcony door was broken and that the accessories should be changed, otherwise it would fall and cross someone. They removed the door from the loops, concluded an agreement for 37 thousand, but there was no money, and they left. Great -grandfather lived without a door for two days in the cold autumn, when the street was 5-7 degrees. When my uncle came and wanted to put her back, his great -grandfather cursed, resisted - scammers treated him so well. And the door was completely serviceable.

Of course, we refused the repair, but then the fraudsters came again and untwisted the great -grandfather already at 9500 for painting the cladding in white, calling it a repair. ”

Marina Verbskaya, 55 years old, Zlatoust

Damage: 32,000 rubles

Company: IP Petrovsky V.I.

"The cold began, and everything became clear"

- Representatives of the company IP Petrovsky on September 18, 2019 walked around the apartments and installed balconies with discounts. I agreed, they counted about 53 thousand. They promised to put it for three weeks. I gave 32 thousand in parts: the first one at once, the second should have been taken when they came to dismantle. They came for money, but they did not start dismantling, saying that the faster I will pay, the faster they will do everything.

I read the contract, and it turned out that I had to wait three months. We pulled out the old windows ourselves, I called the company, asked to install. Then the cold began, and everything became clear. The young man who took the money said that this was not to him, and blocked our number. The balcony was never installed, now the wind is walking there.

Elena Titova, 54 years old, Chrysostom

Damage: 68,000 rubles

Company: IP Petrovsky V.I.

"Everything happened by stupidity"

- Everything happened by stupidity. In February 2019, they called the doorbell - the young man asked if I wanted to change the windows. He said that it is possible on credit that they will come and make measurements. After some time, another person arrived, measured all the windows in the apartment. I live with my mother, she said that she would pay in her room herself. She counted 71 thousand, about 60 to me. Two contracts were drawn up. They came for money several times - we paid 68 thousand. In May they had to install, but no one came.

We sent complaints to Rospotrebnadzor, filed a lawsuit for which the defendant did not appear. We are waiting for another hearing. We plan to draw up a single handling with other victims.

Olga Veshina, 58 years old, Chrysostom

Damage: 43,000 rubles (credit)

Company: IP Petrovsky V.I.

"We sat down to call banks and take a loan"

In May 2019, a man came to my house and offered to put new windows, provided a certificate of a German company. I believed because I have old wooden windows. Counted 37 thousand for four windows. I said that there was no money, we sat together to call the banks and take a loan. In the "European Bank" they issued, with interest, the amount increased to 43 thousand. They gave a lot of documents to sign, I did not have time to read, just put signatures.

A month later, the installers arrived and said that 15 thousand should be paid for installation and other work. They took everything that was, three thousand, and left. They answered my calls: either the car broke, then a lot of work, then the bridge is disassembled. This went on all summer, then I made a claim to Rospotrebnadzor and a lawsuit in court. The loan had to be repaid. At the trial, the defendant’s lawyer said that I did not give Petrovsky money, they entered the account of an intermediary who does not carry any obligations and is not a party to the sale. And I signed that it was informed about this. The windows have not been set, and I still can’t prove that Petrovsky received the money.

Elena Mitnkova, 67 years old, Yaroslavl

Damage: 72 646 rubles

Company: IP Petrova Zhanna Evgenievna

"As a gift, they left a care product"

- They called, asked if the windows are plastic and how long are they standing? The windows were blown and closed poorly, we agreed to see. Contractor KS Comfort Service arrived. Even at the inspection, it was clear what was expensive. Repair and prevention of PVC products reached 53,180, I could not immediately pay such an amount, so they issued a loan for 36 months - the amount amounted to a little more than 72 thousand. As a gift, they left a care product. We were not able to evaluate how necessary. In fact, we paid for four handles, four castings and slopes, cleaning and details with incomprehensible names.

Valentina Rusinova, 84 years old, Tchaikovsky

Sum: 37,000 rubles

Company: IP Messashov I.A.

"We must pay immediately to get a discount"

Daughter Elena Vladimirova: “My mother’s handle broke on the window, and by coincidence, it was at this time that she called her and offered the windows, introducing herself as a company that put these windows to her. Mom was delighted, not suspecting that the masters were not even local, but came from Izhevsk, which was 90 km from us.

In May 2019, a man came by the name of Prokhorov, who introduced the IP IP IP IP I. A. took advantage of the poor hearing and scattered attention of his mother, imposed on her a repair of four windows in all rooms, although they were working. I counted the amount taking into account the “discounts” - 43,800 rubles. Prokhorov said that it was necessary to pay immediately to get a discount. He allegedly called the office several times to get the price reduction from the director. Mom gave all the money available, leaving only 300 rubles for products. He did not return for the rest of the amount.

Instead, the master came, replaced accessories on one window, with which the repair ended. We wrote a complaint to the company, but we didn’t even read it there. The office said that 37,000 is the cost of repairing one window sash. According to our estimates, the real cost of repairs, even according to price list of large cities, does not exceed 12 thousand. Unfortunately, the courts do not take up such cases, explaining this by the fact that the transaction was concluded by voluntary agreement. ”

Nina Biryuchkova, 78 years old, Ryazan

Damage: 46,400 rubles

Company: Ecofenster

"They took off and dismantled the balcony door against the will"

Granddaughter Tatyana Zolotova: “In July 2019, a man came to the apartment of my father, for which my grandmother is looking for, and convinced her that if the seal would not replace the seal, then the window would fall out. Demanded 71,000 rubles, but she had no money. Then he persuaded her to take her to the place where she would take them, they went to her home, where she gave all the available money - 46,400.

The man promised to come for the remaining amount in the morning. Instead, two masters arrived, who replaced four meters of the seal and five pens. They took off the grandmother and dismantled the balcony door against the will, waited for the money. Having not received anything - we left. My husband and I already put the door. They did not answer calls, and we wrote a statement to the police. In the office we were not even provided with Price and did not explain what and how much it costs.

After the local television did the report of the report, the windows suggested resolving the situation. They returned 6 thousand, set the blinds on two windows. The court said that it was useless to sue, because the grandmother voluntarily signed the contract. ”

Tamara Raboiv, 75 years old, Volgograd

Company: IP Akhmetyanov M. R. "Ecofenster"

"Sat on the windowsill and held the window with her back until the morning"

- They called me at least ten times, pushed for the fact that prevention was already paid and that they simply have to do it. In November, she launched their employee, he looked at the windows for several minutes and left, and in December they again said that the windows were out of order and that they needed to repair them.

The master came on December 28, removed the window in the kitchen from the loops, asked for a rag, wiped dust and put it back. At 11 pm the same day, the window suddenly began to fall inside, I caught it. It turned out that the master hung it only on the lower loop, the bolts from the top were lying below. I did not know what to do with him and whom to ask for help was a complete feeling of hopelessness. She sat on the windowsill and held the window with her back until the morning. It is good that the street was not minus thirty, but only minus one degree.

I called the windows in the morning, two people came and said: “It’s good that you caught him. Then everything will cost cheaper than if it broke up. ” It was argued that not only the window is subject to repair, but also the balcony door in the room, otherwise it would collapse, because they were placed at the same time.

They showed terrible photos - women with cut hands that caught the window, and like a window fell on a small child. They convinced: "If you do not, you will leave, the bandits will climb into your open windows."

They played the performance: they called someone, they said that a pensioner, it was necessary to reduce the price, and then suddenly screamed with joy-they say, it turned out to be a discount. They said that they would solve the problem today, otherwise I will be half of January without a window.

After a sleepless night, she could not argue and signed an agreement for 37,500 for repairing accessories on the window and the balcony door. They replaced some kind of metal plate in the window, and that’s all. I found only 30 thousand at home, I agreed to give the remaining 7500 after receiving a pension in January. At the same time, the installation of a new window cost me cheaper - at 20 thousand. In January, they called me, reminded me of the duty, but my friends on social networks were already scolded and did not allow me to let anyone in.

The company's employees came, stood at the door and demanded that I threatened them with a call from the police - they left. They called many more times: supposedly some kind of controller should come and check everything. I do not let anyone in.

The police told me that for them this is extra work, they have a plan, and only if I give them some percentage, then they will deal with my problem.

That "repair" was even made poorly - the windowsill is now wet all the time, and the hands are open tight.

Who works for them?

One of the leaders in the number of negative reviews on the Internet is the company "Ecofenster" - at least four individual entrepreneurs work under this brand: Khuzin R. D. (Omsk), Moiseev V.N. (Novocheboksarsk), Akhmetyanov M. R. (Neftekamsk), Swvetsov A. A. (Kazan).

The geography of their activities goes far beyond the cities of registration - the vacancies of Ecofenster are opened in more than forty regions, and trade representatives are required everywhere, as well as to the company's customers - legal assistance.

Other scammers who enjoy the demand for services and the legal inattention of citizens were warmed in the window business.

Arthur, manager of the "Civil Code", experience - 2 weeks

"There are no moral principles - you can earn well"

- At first, they taught us the stages of sales, the installation of window structures, then field trips began with the best -selling managers who taught the intimidation techniques. A third-party call center appointed “Free Diagnostics”, threw off the address, we came and watched the windows.

According to the standard, they said: “You have a handle staggered, it can jam - go out onto the balcony and you will not be able to go! Oh, the window was distorted, the wings sank - it can burst and fall out into the street! ” Our leader taught that if people are elderly, we must put pressure on the fact that today or tomorrow their window will fall out and kill someone. He answered the same to any arguments that pensioners have no money: “They are accumulating to the funeral, let them pay from this money.”

Special managers made sales from 100 thousand or more for adjusting and replacing the sealing pair of windows and balcony.

Andrey (name changed), master, supplier

"Window Repair Company"/"Ecofenster" (Omsk)

"One distracts the old man, the other window breaks"

- First, the company was called the “Window Repair Company”, then replaced the individual entrepreneur, renamed Ecofenster. They then, a year ago, already had 20 cities with the main office in Kazan, where they took profit - about 3-4 million a month. All work was built on the fact that they “shod” the elderly - mostly grannies.

The call center called out, distributed addresses to managers-they should have to make at least 5 thousand from the client, at least three addresses per day.

They often showed videos with the words: "You know such and such a neighbor, and he had a window, almost killed the child." They even tried to force the masters to sell, but I didn’t even talk to the client, and when Chernukha began, he quit. The managers then, as now, to sell, tore off the fittings. One distracts the old man, the other window breaks.

After the name change, the managers traveled to the old addresses and said: “In vain you contacted that office, they deceived you, broke everything, we will redo it now.”

It was most surprised that the same people came across many times, giving out the amounts of 15–20 thousand. The wrapping was huge: the restraint was purchased for 70, sold for 700 rubles, the seal-10 rubles per meter, and sold 200 rubles each. If a small volume was done, they fined a thousand, or even five thousand.

Kirill Nikolaevich, 27 years old, Moscow

Board of a window company

"And it turned out that there is no vacancies of the forwarder"

-I saw the Vacancy, the “forwarder-assistant”, came for an interview, and there were ten applicants, many with bags-they only arrived from the station. They asked us if someone wanted to earn more, and did not take a man who said that he was already normal. Then we were divided into two teams and sent to intervene with a mentor. There were three more applicants with me - a carpenter, a courier and another forwarder. While we were walking along the street, I imagined how we would be distributed in the posts in the office of the business center ...

And then the company’s specialist leads us to the residential building and reports that it is necessary to offer windows and fire system. I decided to see: the mentor knocked on the door and offered free repairs and diagnostics, distributed business cards. And then my colleague asks: “We will we do such x ***? We came to the forwarder! " And then it turned out that there was no vacancies of the forwarder. It's a shame. My colleague and I left, and two izbecs remained because the company promised to provide a hostel.

Experts: "There is nothing to break in the windows"

Evgeny Latypov

The owner of the window of window fittings, Nizhny Novgorod

- Since 2008, I have been selling accessories and related elements for installing window windows, our customers are installers working on private orders. We and especially our customers suffer from this, because after scammers people are afraid to order repairs if something really happens. This segment is associated with deception: the elastic band costs 5-7 rubles, can it be sold for 200? This is engaged in the firms of the installers: anyone can “serve and repair” windows by watching the videos on the Internet. What you need to remember:

1. Field breakdowns are extremely rare. To break it, you need to specifically pull the window. People assure that something needs to be done with the window, but it cannot fall out under any conditions if the consumer himself does not contribute to this.

2. It seems to the consumer that it is blowing from the window. We have 98 % of houses with poor ventilation, but the window should not be deaf. Adjusting, pulling up elastic bands will not improve the situation.

3. You can do a lot yourself. You can change the position of the hooks for the summer or winter period with the help of a hexagon. Change the pen - unscrew two screws, the price of it is a couple of hundred in a construction store. Drip oil, lubricate and is not at all necessary.

People think that windows must be service, but these are not cars, they do not require it. The window is like furniture. No one comes to you, offers to tighten the closet?

Alexey Dudnikov

Master of the company "Okoshkino", Nizhny Novgorod

- The accessories have a cycle of work - 10,000 openings for the pen and everything else. If the handle is turning, and the mechanism by the window is a normal rotary-oatmeal, you yourself can fix it. Fraudsters often impose what is not needed, or do not do the same. The other day I went to replace the elastic band to the client - they put it not the same, but took 6,500. Although the work to replace the elastic band costs 500 rubles.

Many victims do not even know that they are victims - it seems to them that they paid real money.

How many of my clients said that they did something free of charge according to the program for pensioners, and then they do nothing, imitate some work or putting accessories even worse.

Why are the elderly at risk and what to do with it?

Maria Gantman

gerontopsychiatrist, chief physician of the MHC clinic

-Each 10 people over 60 years old develop dementia of varying severity. For example, with Alzheimer's disease or after a stroke. At first, this can be imperceptible: a person copes with household tasks, but becomes a guide: it is difficult for him to critically perceive information, regulate his emotions. Парадокс в том, что он может очень подозрительно относиться к близким (считать, что дочь хочет выжить из квартиры или ворует пенсию) и при этом становиться необычайно доверчивым к случайным незнакомцам.

Если речь идет о профилактике трат, часто приходится контролировать доступ к крупным сбережениям. Важно понимать, что забирать у дееспособной мамы паспорт, другие документы или деньги незаконно. Можно контролировать расходы родственника, только если он через суд признан недееспособным, а вы через органы соцзащиты — опекуном.

Если человек уже заплатил деньги и переживает, ему может понадобиться помощь психолога или врача. Жертвы мошенников могут быть в депрессии, у них может возникать или усиливаться бред преследования.

Это огромный стресс, они часто годами переживают это как большое насилие.

Примите тот факт, что у вас может не получиться объяснить пожилому человеку, что он в группе риска, потому что у него снижена критика к своему состоянию. У самого человека с ухудшением памяти может быть впечатление, что с ним все в порядке. Он будет говорить: «Да, соседа обманули. Но я-то понимаю, что к чему». Человеку свойственно преувеличивать свою стойкость к обману.

Многие пожилые намеренно не рассказывают о своей покупке родным, потому что понимают, что те могут их остановить. Мошенники очень качественно внушают пожилым людям, что покупка очень важна, и те скрывают свои планы, пока не понимают, что их обманули.

Меньше ругайте и критикуйте родных — это повысит вероятность, что они поделятся проблемами, когда что-то случится.

Если они уже отдали деньги мошенникам — скажите, что сожалеете, что так получилось, и понимаете, как вашему близкому обидно. Не нужно говорить, что вы предупреждали, даже если вы это действительно делали.

Как со всем этим бороться

Екатерина Нечаева

юрист, Москва

«Пишите один текст во все инстанции и подавайте в суд»

Что считается обманом. Это несоблюдение статей 10 и 12 Закона РФ «О защите прав потребителя», согласно которым продавцы должны предоставлять достоверную информацию о товаре и несут за это ответственность. Здесь сложно с доказательной базой: обман должен касаться свойств именно нового товара, обещаний по поводу его работы — например, когда говорят, что фурнитура будет стоять вечно, а окно никогда не выпадет.

Что подпадает под мошенничество. Когда свойства приписываются старому окну — например, утверждается, что оно вот-вот выпадет без новой фурнитуры. Согласно статье 159 УК РФ это злоупотребление доверием с целью завладения денежными средствами. Последнее также относится к случаям, когда фирма сбегает с деньгами и ничего не выполняет или когда менеджеры представляются сотрудниками Жилищника или ЖЭКа.

Если работы произвели плохо. Когда что-то не так поменяли или неправильно заменили, можно вернуть деньги в соответствии со статьей 29 ЗОПП. Вы имеете право вызвать специалиста, в крайнем случае эксперта для подтверждения данного факта.

Если навязали сервисное обслуживание. Статья 32 ЗОПП позволяет расторгнуть договор в любой момент, потому что вы оплатили работу, которая будет производиться не сегодня, а в будущем.

Если мастер повредил окно или фурнитуру. Пишите заявление в полицию на мастера, потому что это вред имуществу. Назначайте экспертизу для установления факта — за свой счет, но если суд встанет на вашу сторону, то расходы на нее удержат с виновного.

Если внесен аванс или предоплата. Вы имеете право в любое время расторгнуть договор без объяснения причин согласно статье 32 ЗОПП и вернуть деньги за неоказанные услуги, оплатив фактически оказанные.

Если оформлен кредит. Закон позволяет отказаться от кредита только в день оформления согласно статье 821 ГК РФ, пока деньги не поступили на счет продавца. Если не успели, попробуйте договориться с фирмой, чтобы она вернула деньги в банк. Или погасите кредит, расторгайте договор с фирмой и требуйте с нее деньги. Но если продавец сбежал с деньгами, а окна так и не установили, то это согласно статье 451 ГК РФ подпадает под изменение существенных условий договора и является основанием для отказа от кредита в суде. Важно, чтобы в решении суда была формулировка о расторжении кредитного договора, иначе банк может попытаться получить деньги дважды — с фирмы и с вас.

Как действовать пострадавшим? Собирайте максимальный пакет документов: нотариально заверенные показания свидетелей, чеки, смету и договор, фотографии, видео- и аудиозаписи общения и оказания услуг. Последнее ответчик может оспорить, а суд — не принять во внимание. Один и тот же текст вместе с доказательствами разошлите во все инстанции: полицию, прокуратуру, Роспотребнадзор. Каждая инстанция, прочитав, поймет, в чем именно сможет вам помочь, и инициирует проверку. Также советую готовить исковое заявление в суд с тем же текстом, особенно если вам везде пришли отписки. Эффективнее всего искать других пострадавших от этой компании и подавать коллективный иск.

Что думает Роспотребнадзор

Андрей Пучковский

Заместитель начальника Управления федерального государственного надзора в области защиты прав потребителей Роспотребнадзора

«Надомное мошенничество ориентировано на уязвимых потребителей»

— Статистики в разрезе именного оконного мошенничества у нас нет, потому что собрать ее невозможно. Это все надомное мошенничество, ориентированное на уязвимых потребителей — доверчивых людей старшего поколения. Сегодня им предлагают окна, завтра — газоанализаторы, послезавтра — фильтры и медицинские услуги. Тут четко выражена социальная направленность: эти мошенники не приходят к молодым, успешным, кто разбирается в ценах и имеет доступ в интернет.

Если речь идет о несуществующих фирмах с поддельными печатями — ими занимаются только правоохранительные органы, Закон о защите прав потребителей распространяется только на легальный бизнес.

Всего в год мы регистрируем около 20 000 обращений по поводу бытового обслуживания, к которому можно отнести и установку окон. А эпизодов обмана со стороны предпринимателей зафиксировано около 2000 за 2019 год.

Жалоб поступает больше, но в основном в них все на словах, а без контрольной закупки, без диктофонных или видеозаписей доказать факт обмана или навязывания невозможно.

Если потребителя запугивают и создают все условия для того, чтобы он менял или ремонтировал окна (например, говорят, что окно выпадет или что это федеральная программа замены окон), это введение в заблуждение. Здесь вина может быть возложена и на продавца, как на должностное лицо, и на юридическое лицо, как на компанию, которая допустила его к работе.

Согласно 14.7 КОАП РФ индивидуальный предприниматель наказывается штрафом в размере до 20 тысяч рублей, а юрлицо — до 500 тысяч рублей. Максимальная ответственность возлагается, если обращений поступило несколько. Штраф для ИП всегда будет значительно ниже, чем для юрлиц, поэтому мы сообщаем потребителям, что крупная фирма не может иметь такую организационно-правовую форму. Это просто элемент ухода от ответственности.

Мое личное мнение: потребитель приходит и сам выбирает — такой должна быть целевая модель, нельзя пускать домой тех, кто приходят сами. Легальный бизнес к вам не придет, он будет заманивать рекламой. Мы, дети и внуки, должны пенсионеров предупреждать, объяснять им, что нельзя ставить нигде подписи, покупать дорогие вещи без обсуждения с родственниками. Надзор, полиция, участковые, уголовное преследование — с разной степенью эффективности, но это не работает в той мере, в какой должно работать.

Светлана Виданова, Арден Аркман для «Новой газеты»