Rockwarm Cavity Wall Insulation & Small Claims Court

Atomik1

Hi,

I was wondering if anyone might be able to offer advice or if anyone in the Midlands area may have had a similar experience with Rockwarm.

Back in June last year our local District Council sent to all residents a leaflet on cavity wall insulation, the grants available and recommended a local company called Rockwarm Ltd who are a family run firm with over 20 years experience. We therefore gave them a call and a rep came out to inspect the house. (It is a 3bed semi with a large conservatory on the back which covers the entire rear wall) He inspected the outside on his own and them came in to tell us that the price would be the full price, despite them only doing 2 out of the 3 walls (told could not do rear wall due to conservatory), but the price is still the full amount. Little disappointed but agreed to go ahead and he said they would be in touch. Later we got a call saying a letter would come out to confirm the arrangement, when we got this we noticed they offered a £10 discount off the total quoted price if we paid a £20 deposit up front, as they were a council and 'Act on Energy' recommended company we thought we could trust them, so paid the £20.00 upfront towards the work.

To cut a very long story short we then had many problems trying to get a date arranged, eventually we settled on a date in September only to have them cancel on the day they were due to turn up! Then a few days later when the workmen finally arrived, we were totally shocked to be told we already had cavity wall insulation so they could not do the job!!! We had only recently moved into the property, so did not know if it was done or not and as the inspection should include a test by drilling etc, we went along with the booking. The workmen said this is not the first time this had happened with Rockwarm, with the rep taking bookings (and no doubt his commission) and then finding the work does not even need doing!

Anyway, we waited to hear from Rockwarm with an apology and a refund on the deposit but heard nothing. We have now written to them twice, but have not even had a response. We then wrote to Act On Energy, but have had no response from them either yet. Finally we contacted Trading Standards who said that although they did not carry out the necessary checks at the inspection they had done nothing illegal, and so simply suggested we take them to the Small Claims court for the £20 deposit.

Any advice would be appreciated... I am going to write to them again which Trading Standards said should be a 'letter before action', but I would also like to know of any other similar experiences and how I can report them and get them taken off the 'recommended traders' network? As stated, I did contact Act On Energy, but got no response.

Sorry for the very long message

moonrakerz

Sorry - but is it really worth all the bother for £20 ?

hollydays

I would ask the council to clarify what training the assesssors receive, and why the company did not carry out an assessment and how the council monitor this companies standards.Also ask how you can escalate a complaint to the council,if you are not satisfied with their reply.Also ask them how you can lodge a complaint about the company's failure to respond,and Act On Energys failure to respond.

I think you will get a better result by putting pressure on the Council,and thereby pressure on the company rather than county court letter at this stage..I think a few well chosen letters sent recorded delivery to the directors (edit-Malcolm and Dianne Rhodes?) asking for a response within a timeframe to the company will yield the result you want.

Just noticed the Act On Energy site even has thermal imaging so they could check on how well insulated an individual home is (clever stuff).What muppets Rockwarm Insulation are.Scam.

Perhaps you could also give Rockwarm an online review somewhere with a link to mse


http://www.rockwarm.co.uk/insulation/aboutus.php

Atomik1

Hi,

I went onto the Council's website and the link they had regarding this matter just took me straight back to the Act on Energy site, so contacted them instead. On your suggestion I will go back and contact the Council direct this time and see what they say. On the Act on Energy website they have a list which they call their Traders Network which lists all recommended installers in our area of which rockwarm was one listed. They simply state what experience Rockwarm has in this field etc... could not find any other advice.

In response to Moonrakerz, it is worth pursuing for the principle of the matter, not simply the sum involved. If they repeatedly take £20 deposits for work not carried out off customers, that is far from acceptable, the amount is irrelevant. As their contracted workmen said, this is not the first time this has happened and they are just as frustrated as the customers. And as they are Council recommended there would be a lot of potential customers out there for them to do this across again unless this is stopped.

hollydays

Think i would ring the council to find out exactly WHO at the council you can write to.That company Rockwarm Cavity wall Insulation is really acting SHABBILY,not going to want to get de registered by the council,so write to the council first then pick your precise moment to let the company know the council is deeply involved,with a few well chosen quotes from the council letters.,keep chasing the council as to what they are doing by phone,as they may give you the runaround.Go to the top of the council if necessary,maybe even write in the letter asking for the name of the chairman or chief executive?
Hopefully you will also get some redress for the inconvenience caused to you.
You're on page 1 of google too.

Atomik1

Thanks for al your suggestions Hollydays,
I have now composed my letter for the Council so will await their response. Act on Energy state they do check/monitor these companies, so upon your suggestion I have enquired as to what that involves exactly. I will also be addressing a letter to the director of Rockwarm to see if that helps, rather just to their general address.

One other point I forgot to mention... when the workmen came to do the work, they stated that the Rockwarm Rep had costed the work based upon the area needing cavity insulation as being 90sqm, yet the workmen said that in reality it was nearer 70sqm (just 2 walls)...not sure if that was in Rockwarms favour?

Also, they said that they had another customer cancel his work when they turned up (despite him also paying a deposit) as he was an elderly gentleman and he didn't really understand what was involved with having the wall insulated, but the worked was booked/commissioned by the rep anyway... the workmen said they are repeatedly having to claim travel expenses for jobs that are not required when they get there. Not a great experience with Rockwarm it seems.

hollydays

interesting link here-see the comments section and another persons comments (Harry Masters) about Rockwarm insulations alleged lack of qualifications,and alleged dangerous electrical installation at an elderly ladies house..

http://blogs.mirror.co.uk/investigations/2009/01/government-vows-warm-front-sha.html

Bongedone

The council is who I would contact. They are the people who recommended them.