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I write with regard to a formal complaint i wish to make against David Wilson Home. I have been advised by the Managing Director that i am not to contact you, however i feel that my complaint has not been dealt with in an appropriate manner. Ive included Paul Crispins' emails that become ruder and ruder, even to the point when he will not address me and pointly refuses to answer my complaint. In al honesty, all i required was confirmation that the nails, and working practices were ammended, as Mr Crispin initially confirmed to me that all the issues would be addressed. He states that the building inspector has signed the work off in one email, and then in a second email, states there is no formal documentation, so im confused as to what has been signed off?
I previously spoke with Dave Braddick, who advised me that i could appoint my own surveyor, at my own cost, if i was worried about construction issues. As Mr Crispin had failed to conclude my complaint, i asked if i could have Mr Braddick's email address to arrange a surveyor appointment. Im then informed by Mr Crispin that David Wilson Homes will not sell the house to me. Please see below version of events:
From: Paul Crispin [mailtoCrispin@dwh.co.uk] Sent: Wed 27/06/2007 18:24
Cc: David McClintock; Lynne Morgan Subject: RE: 16 Flax Crescent, Carterton, ox18 1na
I have now had a chance to review the situation with our Construction Director, and can confirm that the pictures you provided were taken at a point in construction where the floor was being levelled up as a temporary step during construction and that once the blockwork has been taken up through the floor level, joists are built in with only minmal packing as allowed by the Joist Manufacturers good practice and with the approval of both the Building Inspector and the Zurich surveyor. You will of course enjoy the benefit of a 10 year structural warranty upon completion of the purchase of the property.
I know you have been contacted by Lynne Morgan our Sales Director with a view to resolving the communication difficulty that has arisen with Sandra on site, and I'm sure she will find a satisfactory solution to that matter.
I hope you will now be able to exchange contracts as expected.
Regards,
Paul C
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------ Dear Paul
Many thanks for your reply. I can assure you fully that as soon as this issue is resolved I am more than happy to exchange contracts. I've just visited Sandra again this afternoon, and politely asked if another sales office on the site would mind dealing with this transaction, however she was again quite rude and refused this request stating it was company policy. I then asked that only Debbie contact me, but again she said no. She stated that "whoever was in the office would deal with me" I explained that I did not wish to deal with her after this mornings events and in particular, after she accused me of lying, and her stance towards me regarding the raised concern.
Sandra went on to state that David Wilson Homes would be wanting to talk to me, in a threatening manner although would go into detail, and advised that anything I needed had to be passed through DWH head office, although she could phone me at anytime should she required.
As Sandra is insisting that I deal with her, would it be possible to arrange a meeting with her line manager, so to come to an arrangement regarding communication where both Sandra and I feel comfortable as I am really insulted by her manner and tone on both occasions.
Again, I do appreciate that you are very busy, and greatly appreciate your time looking into this matter for me.
Please could you confirm(pictures enclosed), that the nails which are holding the supporting beams, will be removed and enough packing will be fitted in order to fully support the floor joists, as at present, although packing is fitted, it is not supporting the floor joists sufficiently(please see gap), which potentially can cause movement of the upstairs floor, which in turn will lead to cracks/creaking developing.
I would be most grateful if you could confirm the above, as I will need this information before exchanging contracts tomorrow at 4.30pm.
Again, I appreciate you are very busy and thank you for looking into this concern for me.
There is no report. The Building Inspectors only formal documentation is the Certificate issued when the building is complete, which we shall obtain at that time.
----------------------------------------------------- 06/29/07 9:11 am >>
Please could you give me Dave's email address. I need to instruct my own surveyor to ensure that these nails have been removed for my own piece of mind.
I am sorry that you have no confidence in my response to your concern, and given that you have a complete breakdown with the Sales team on site and the Construction team also, I have issued instructions to cancel the sale and for Solicitors to withdraw papers today. We will, in the circumstances refund your deposit in full and reimburse any actual costs you have incurred to date relating to the transaction.
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---------------------------------- The events leading up to the complaint are documented as below: Dear Ms Morgan
Please find a catalogue of events leading up to, and including my complaint. I appreciate, as per letter sent to me by yourself on 25/6/07, you have received numerous compliments regarding your staff, however I am unsure how these compliments relate to my individual complaint. I can assure you that my concerns are indeed valid. I would like to be clear that I have no issues with Debbie who works at The Meadowfields Site . Please find below a dated version of events which Iwould like to discuss with you when we meet.
7th June 07- Email issues sent to DWH enquiries
No reply to email I. followed up with several phone calls to customer service department, however unable to help.
11th June 2007
Solicitor contacted and asked to raise issue with DWH through their solicitors
12th June 07
Email regarding concerns sent to David Clayton of Oxfordshire County Council. Advised dealing with the case. Also re directed me to DWH. Contacted DWH again, but no help.
15th June 07
Approx 5.15pm gave Mrs Smith the photo's I had been given and explained my concerns. She commented "I will be talking with the Site Manager as he is in work tomorrow will discuss these concerns, but not in such a polite way as im talking to you"
16th June 2007
I approached Mrs Smith at the sales office, approx 3.30pm- Asked if she had spoken to Site Manager. Mrs Smith replied "No as not in work". This information was not relayed to me by telephone and I was disappointed that Mrs Smith had not taken the time to inform me. I asked Mrs Smith to phone me on Monday 18th June 07 to advise me of his comments. Mrs Smith looked directly at me, and stated "Yes, I will phone you"
18th June 2007
No phone call received from Mrs Smith
19th June 2007
Phone call received from Construction Director. Made accusations that I had breached Health and Safety by taking photographs, regarding plot 116. Reassured me that the home would be built to a high standard, however no follow up call to explain timescales or plan of action. Stated that house was unfinished, however implied the slate and tiles would be removed by lifting the ceiling floor!
22nd June 2007-am
Phone call from Mrs Smith, who was rude from commencement of conversation. Used comments as follows:
"You have lied. You are in a uncompleted chain"
"You went on site, we have witnesses"
"You took the photo's because we have asked all our contractors and they deny taking any photographs"
"Who do you think took the photo's Mr Andrews...a little birdie in the sky"
"You can do what you like...I really do not care"
Mrs Smith refused to give me the directors name informing me that Barratt had taken over DWH and she was not kept informed of any new changes. She also added that DWH no longer had a director. Mrs Smith gave me Lynn Morgan's name and position. I asked Mrs Smith why she had not returned my phone calls as previously agreed. She replied "Nothing to do with me. The Site Manager was responsible for returning your calls, not me as im only sales" I asked Mrs Smith how I would know this information, if she did not inform me that the Site Manager was dealing with this issues. She ignored this question and started asking me about my estate agent details.
22nd June 2007-am
Phoned DWH and asked to speak with Lynn Morgan. I was informed Mrs Morgan was in a meeting and would be out in an hour. I was informed Mrs Morgan would phone me when out of her meeting
22nd June 2007-pm
Some two hours later, phoned to speak with Lynn Morgan. I was informed that Mrs Morgan had now left the office. Asked to speak with Mrs Morgans' Manager and was put through to Paul Crispin. Mr Crispin was most helpful and apologised for the concerns I had brought to him. Email received some hours later to confirm intended action which was most reassuring as all other communication, from other parties, had failed.
22nd June 2007
We visited the Meadowfields Site where I spoke with Mrs Smith. I asked her if I could make a polite request. She replied "what" I explained I wished for another DWH site to deal with the transaction. She was blunt and curt and replied "No...company procedure" I then asked for Debbie to deal with my transaction . She replied "No...Debbie works part time only and you will get whoever is on, phoning you" I explained that I was unhappy with Mrs Smiths unprofessional behaviour towards me and I specifically did not give her permission to contact me as I found her manner verbally abusive in tone and conduct. Mrs Smith replied "ha ...you will be getting a phone call yourself from David Wilson Homes" I replied " To bring you up to date, I have spoken with your Managing Director who will be dealing with my concerns " Mrs Smith replied " You have to deal with me and you have no choice, but anything you want, you can go through Head Office" She then slammed a cupboard door and replied "ok"
We left again, quite appalled at Mrs Smiths conduct.
In conclusion, I am very disappointed regarding the way I have been treated as a customer. I feel it is most disappointing that I have to contact the Managing Director, who obviously is a very busy individual, to look into the issues raised, when in all honesty, if staff at a grass route level had communicated with me and addressed the issues in a professional manner, all this unpleasantness could have been avoided.
In line with your request, I will be exchanging contracts tomorrow, providing an acceptable answer is received regarding the above by 3pm. Taking this into account, I now wish to arrange a time next week to meet with you.
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Crispin@dwh.co.uk]