Thread: Nightmare
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Old 14-04-2011, 17:30   #1
raybessant
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Join Date: Apr 2011
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Nightmare

My name is Ray .

My wife and I have spent three months refurbishing our property spending all of our money,time and effort to achieve a beautiful new home for our family to move in to - one of the last things we had to do was install a cable provider - I persuaded my wife to change from Sky to virgin for our new property after seeing their adverts claiming faster and better services and reading their customer service promises contained in literature sent to our home.

We started to move into our new home and moved the tv's and pc in on Friday the 25th of March to facilitate the installation with the final move planned for the next day.

The engineer who called was later than was promised - told me there were no options for cabling and that he had to drill through my inner wall - he used newspaper and not the dust sheets he is provided with and did not use his pipe finders which he also is provided with - he drilled through my hot water pipe and flooded my whole ground floor - he did not apologise or help to stem or mop the flow of water.

The damage has proved to be devastating to our home and ourselves - the new wooden floor - down only 36 hours has been ruined beyond repair as well as a carpet that had also only been fitted that week.The engineer said to my wife that we would not receive compensation when she asked if they were insured and then claimed he didn't know who he worked for and did not know their number - my wife asked him what the number of his boss was and then used that number to phone his manager who turned out to be a sub-contractor from Mapgroupuk.

I phoned Virgin and was then passed from pillar to post after many push botton menus and 20 minutes of holding was told I would be called back within the hour - I was not called back and rang again 2 hours later to register my complaint and also to complain about customer service re my previous call.I was told I would be contacted in less than five days to deal with my complaint - I said that this was unacceptable and I needed to be reassured that this was covered by Virgin and cost and repair would be their responsibility - the person on the phone said that they would put a note on the complaint file explaining this point.

Mapgroupuk were contacted by my wife and they said they would provide a plumber and plasterer to repair the pipe and damage to wall - the engineer then proceeded to fit the cable around the sides of my house which he said before the incident was not an option so he had lied to us saying this was because he hadn't had time as he was too busy - Virgin's literature says that we are to be given all options available to hide cable.

A plumber was called who fixed the pipe and a plasterer came the next day leaving us an ugly unsanded wall either side of our newly decorated house and a ruined floor and carpet.They never came back to sand and paint the two damaged walls as thy had promised either.

I rang virgin twice in the next few days but was only told I would receive a reply in the five day time span re my complaint .I rang again on the ninth day since the complaint after having had no response - I was promised a call the following day which I received from a complaints manager finally ten days after my complaint - I received a phone bill from 02 mobile for 60 pounds more than usual due to the calls made about this complaint.I asked for the bill on my Virgin account -( which won't show details because the website hasn't worked properly for 2 weeks ) to be stopped as I hadn't even moved in to the property due to this damage and it still hasn't been removed.

I have also learned that Mapgroup the subcontractor are going back on their promise to pay up front for replacing and repairing the damage done by their negligence to our home.Mapgroup stopped answering my calls and e mails - asked me to look at another type of floor as it was proving too expensive for them to replace and after giving some money(not the full cost by any estimate) now want an insurance agent to look at it 3 weeks after the damage before they decide if they will pay or not - delaying me even more - why wasn't the insurance agent there the day after ? surely they should pay and let us get it done and then claim on their insurance ?



I am writing this because I am distressed that I have been and continue to be lied to and all promises made have come to nothing and to ask if anyone has any advice ?


Regards,
Ray
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