How do I complain about poor service from a company (fascias and guttering?)?
| June 25, 2010 | Posted by dinelson under Roofline |
In October 2007 I had work done by a company on gutters, fascias, soffits etc. I was happy that the quote was reasonable (I had obtained several others) & thought that the company was reputable so I agreed to go ahead with the work. They did a good job until the end of the day when the workman said he had broken one of the roof tiles & would come back to replace it in a few days. That was 3 months ago and they have still not returned to replace my missing tile. I have rang the head office 4 or 5 times but every time they just apologise & say they’ll sort it within a week. They say they cannot find matching tiles in my area, but all the local houses have the same roof tiles. Why go out touting for business in an area if you haven’t checked out the maket & can’t provide the full service? I know it’s only a minor problem but it is so annoying. I paid good, hard earned money for that work & feel like they have let me down. Is there a trade union I can complain to or any other suggestions?
I live in South Yorkshire, in the UK. Thanks for the answers so far.
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They may be a memeber of the guild of master craftsmen (my partner’s company was, he too did fascias and soffits) http://www.guildmc.com/Public/Consumer/
if they have an advert in yellow pages (or similar) see if they have the logo on the ad, also if their vans are stickered up see if they have the guild of m.c logo on those too.
But your first port of call should be to consumer direct who can advise you on your legal rights (they are also who you should call to get in touch with your local trading standards office) http://www.consumerdirect.gov.uk/
Once you know your rights, and if they are members of any associations you can take it from there.
hope it all works out
Rebecca
Sorry to hear about your problem. sounds like they are trying to fob you off and obviously cannot find a suitable tile for replacement and are probably too embarrased to to tell you. In business the customer is king so I would advise you to stick to your guns and seek compensation. They are hoping you will get fed up and move on, don’t do so. As mentioned above, seek out consuredirect and contact your C.A.B.
Just a quick note: Accidents do happen sometimes and this doesn’t mean you chose a bad company, but not rectifying the problem and ignoring customers is very poor customer service. I recall an accident a few months back where we at sos roofline were replacing the roofline, soffit and fascias on a property with a conservatory. A hammer slipped from one of the fitters hand during installation and went straight through a glass panel of the conservatory roof. Luckily no one was hurt and no-one was in the conservatory at the time. The owner of the house was a little upset, but after our rapid response, locating a replacement panel, fitting it for free of course and giving her a 10% discount on the quote we had already given her she and her husband were extremely satisfied and happy. In fact we even got a reccomendation from that job as they told their friends about our excellent customer service and quality workmanship resulting in their friend hiring us also! We love it when customers refer their friends and family, it proves to us we are doing a great job and customer satisfaction is our top priority!