Axa/Crawford & Co. and cowboy builders

theJudge

I've been pursuing an escape of water claim since early December without success. Having escalated my complaints and being ping ponged between these 2 companies, I finally got Crawford & Co. to appoint a builder (based in Kent, I live in Wimbledon) to take photos, measurements and create a statement of works. Prior to their visit, however, I did some background checks on their appointed contractor and was shocked to discover that the builder wasn't a limited company and didn't hold the accreditation that they said they had on their website. I then went back to Crawford & Co. and questioned why this builder had been appointed. Shockingly, I was told that the builder had admitted that he didn't have the accrediations he'd claimed but this was the only builder who covered my postcode - SW19 - and that if I was to reject him, then my only course of action was to go for a cash settlement with my insurer. I've been back to the claims handler and the insurer with this information. Over the weekend, I created a draft specification of works and bill of materials and sent it to the Axa asking if I could find my own builders to quote. Axa refuse to answer the questions that I pose to them by saying it's Crawford and Co's responsibilty and Crawford and Co. haven't responded by email or phone since last Friday morning.

My next steps will be to get 3 builders quotes and work out how much the bill of materials will cost. If I'm still met with silence then it's going off to my solicitors, and I have a feeling this will be going all the way to court.

geri1965_2

I don't work in property claims, but as far as I know there has always been the option to use your own builder, so it shouldn't be a problem if the estimate is competitive.

theJudge

geri1965 wrote: »

I don't work in property claims, but as far as I know there has always been the option to use your own builder, so it shouldn't be a problem if the estimate is competitive.

That's my understanding as well. My belief that this will go to court is that they only agreed to appoint a builder after I escalated it to their registered FSA officer. After that I felt that they were bound to take me seriously and the claim would proceed smoothly. Given, that they can't easily communicate with me without explaining why they employed a cowboy builder when their website claims that their contractors have to be accredited, have 3 years trading history and £2m turnover or explaining why they have only 1 contractor (who I google street viewed and looks like a 1 man and a dog operation) who apparantly must cover South London and Kent, I can see them just ignoring me and hoping I'll drop the claim.

dacouch

Mention to Crawfords that their recommended builder is breaching the Consumer Protection Against Unfair Trading Law, probably under rules 1,2,3 or 4 (Possibly all four) http://www.oft.gov.uk/shared_oft/business_leaflets/cpregs/oft979.pdf

theJudge

dacouch wrote: »

Mention to Crawfords that their recommended builder is breaching the Consumer Protection Against Unfair Trading Law, probably under rules 1,2,3 or 4 (Possibly all four) http://www.oft.gov.uk/shared_oft/business_leaflets/cpregs/oft979.pdf

Yep, I mentioned to Axa and to Crawford & Co. that what their contractor is doing is illegal and even sent them a hyperlink to a Trading Standards prosecution of a company http://www.corgiservices.com/?p=216. that did exactly the same i.e. said they were NEICIC and CORGI accredited when they were not.

This is what's been so shocking since Friday. They're well aware that their contractor is dodgy and don't seem to care. Also, if it's really true that they only have 1 contractor covering SW19, and I know he also covers SW17 and SW18 as he told me he needed to visit 4 other claimants in those postcodes, and most likely he covers most of South London and parts of Kent, then this is very serious. You can't sell insurance policies in the full knowledge that you're incapable of settling even a tiny number of claims.


This is the company which Crawford & Co. Repairnet claim is their sole contractor for SW19 (about 1.5 hours from their premises). http://maps.google.co.uk/maps?hl=en&q=DA8+1LB&ie=UTF8&hq=&hnear=Erith+DA8+1LB,+United+Kingdom&gl=uk&ll=51.472542,0.157934&spn=0,0.00508&z=18&layer=c&cbll=51.472465,0.157698&panoid=LKG_emL_YhjDY4LA9oWp5w&cbp=12,337.74,,1,3.68

wantomove

hi sorry to hear about your problems, sounds awful what your going through, just thought id say your not alone, havent been through half of what your going through but its still very stressful.
i have axa insurance they came out last year to fix a broken section of drain pipe under my from my kitchen there was flooding from that,thought my broblems were over but as a result brickwork has now cracked under kitchen window and is spreading, rang axa and they sent crawfords out a guy who claimed he was a structural engineer, to check for subsidence. he didnt do any tests, soil brickwork ect just had a quick look, said it was slight subsidence and that it would cost around £750 to fix. basically he managed to allow axa to wiggle out of paying because of the £1000 excess and said he would put it down to "maintenance" so we have to pay. he offered to send workmen he reccomended hence the £750.
at the moment we are left with the problem of wether we really do need bars putting into the wall (his idea) he didnt test the wall. im just waiting to hear the report.
after reading wots happened to you, i will be going back to axa, to complain about the way this so called expert did no tests on my wall and am not paying a penny till they sort it out.
please could you post an update on how yours is progressing.

foggytown

In the OP's position I would put Axa and Crawford on a very strong notice to the effect that if they insist on him using this dodgy builder for the repairs then the OP will hold them jointly and severally responsible for any damage, shoddy work, delays, etc. etc. Point out that Axa can't transfer their responsibility to you and expect Crawford to pick it up. You have no contract with Crawford.

theJudge

I went ahead and produced a works spec and list of materials myself, and engaged 3 builders to quote for the work, having shown Crawford & Co. my draft works spec and list of materials first.

I'd assumed that they would then want to negotiate on cost of labour and materials. Not a bit of it, firstly when I sent in the quotes, I got an "out of office" email from Crawford & Co. suggesting that the claims handler was on holiday for 3 weeks. When I escalated, I then got an admission from the claims handler that he'd done this to try to delay the avalanche of complaints he was receiving. In the same conversation, he then turned around and questioned the basis (they've questioned why some of the items can't be salvaged) of the works spec and materials after they told me to proceed on the basis that I'd be replacing old with new.

I've escalated this back up the Axa food chain. One thing I would suggest to anybody dealing with these characters is to refuse to deal with them by phone. If this proves impossbile always make sure that you email them your interpretation of anything significant that was agreed during the call asap. Both Axa and Crawford have a real phobia for putting anything in writing.

stringman35

Basicly kitchen flooded, crawfords inspector came around and decided to rip out units and replace carcases and doors. Fair i thought, buiders and plumber arrive, disconnect sink, disconnect cooker, rip kitchen out, leave me with sink etc. Plumber comes back says we need a nem tap replaces it then charges me £95.00. Electrician refuses to reconnect cooker saying we need new wire, so now no cooker , for us and my young family, phoned crawfords said that this was not essential, builders also damaged tiles while removing cuboards so where do i stand, any advise please please please