Stewart Milne complaint

ABERDEEN_2

Looking for opinions on my letter to Stewart Milne about my new build house I moved in back in July.
I will be including all of the emails I have sent and pictures in my letter I am sending.

Dear Sir/Madam

I am writing to complain about my Stewart Milne experience with my first home. From the day we moved in the service has been awful.

After the original snag list was sent in (e-mail included) we have had many other problems.

The kitchen splash back was rusty and had to be replaced. The second one rusted again and has also been replaced. This now has made the units around it look un-neat.

A complaint was made about a leak in the kitchen radiator, someone came out to fix this, he was in for about 30 seconds and left. I had to complain again the next day that the leak was worse.

Our kitchen sink had to be replaced due to scratches in it. The person that replaced this cut themselves and left our kitchen in a terrible mess of blood. This was reported on 03/08/2012. My mum was in the house whilst this was getting done and she just went through to the mess when he left and he had used one of my tea towels to wipe his hand. There was blood on the wall, sink and front door.

We complained about the bath squeaking. This took five attempts to get it fixed!
Our little cupboard in the hall was repainted from our original complaint and eventually started showing mould.

Before I went on holiday in September I e-mailed with some other problems to be fixed, when I returned two weeks later they still hadn’t been done even though my spare key had been left.

There was cracks in our sink unit upstairs and when someone came into “fix” this they put sealant round the sink and didn’t even touch the cracks – Another second call out.

I have included the e-mails for all of these issues and many others but the biggest problem that has caused me to write this letter is when we discovered a wet patch in our hall carpet on 18/11/2012. We looked under the downstairs toilet vinyl and it was covered in water (I have attached pictures). I called the 24 hour number and had a plumber come out. He said a fitting was loose under the bath and has gone through the wall downstairs, he advised it was his third one this week at a Stewart Milne property! The water has gone under our kitchen vinyl as well.

We went to speak to Dianne at the site office about this issue and as soon as I showed her the picture of the floor she knew it was from the bath.

A customer service representative came round to see me today (19/11/2012) and when I advised him It seems to be happening a lot he denied it. It has happened to our next door neighbour and a family member also in a Stewart Milne property in Portlethen.

The amount of time I have had to take off work for all these people is ridiculous and has built up a lot of overtime for myself to cover time off. I received a phone call from the carpet cleaning company today and they expect me to be in the house between 12-1 tomorrow (more time off work).

The quality of the house finishing is awful. For the amount of money we have spent on this house I have expected a lot more. The staff have came out and rushed everything which has involved many call outs. If a little bit more time and better quality of product was done in the first place all of these incidents wouldn’t be happening.

I am starting to regret my purchase of a Stewart Milne home and my experience has put many other young couples off buying with yourself.

If you visit http://www.reviewcentre.com/reviews238909.html you can see just some of your reviews. I am wishing I had read these before my purchase.

ognum

Sorry I lost all sympathy for you when I read about your lack of care and compassion for someone who clearly cut themselves badly and all you are concerned about is using your own tea towel! That immediately made me feel the rest of your complaints are probably petty as well.

ABERDEEN_2

There was no clean up or they didn't even advise me.
Just left the house in a mess
and a flooded house petty?

ognum

The key to a good complaint letter is to pick out the most important issues like your flood and make good succinct points, all you have done is waffled about things looking un-neat, I assume you mean untidy and cut hands.

Make bullet points of the relevant issues discuss briefly how these have been dealt with.

make a request for what you want done now and give a time scale for repairs, at the end of the time write again if not completed escalate to a legal complaint if no action.

ABERDEEN_2

Thanks

I was just waffling down my thoughts just now but thanks for the advice.

I will get it worded better and in bullet points, mainly concentrating on the flooding.

googler

'less than neat'
'far from neat'

not

'un-neat' .....

G_M

ABERDEEN wrote: »

Looking for opinions on my letter to Stewart Milne....


Our kitchen sink had to be replaced due to scratches in it. The person that replaced this cut themselves and left our kitchen in a terrible mess of blood. This was reported on 03/08/2012. My mum was in the house whilst this was getting done and she just went through to the mess when he left and he had used one of my tea towels to wipe his hand. There was blood on the wall, sink and front door....

So the poor guy with a bleeding hand (or whatever) was supposed to stuff is hand in his pocket to avoid dripping on the wall, sink and front door, and do a throrough clean-up using the other hand (after going out to the van to get his own cleaning materials no doubt) whilst ignoring the blood seeping down his trousers (well, ignoring it till it reached his feet cos god forbid if it should then drip on the floor....)

ABERDEEN_2

G_M wrote: »

So the poor guy with a bleeding hand (or whatever) was supposed to stuff is hand in his pocket to avoid dripping on the wall, sink and front door, and do a throrough clean-up using the other hand (after going out to the van to get his own cleaning materials no doubt) whilst ignoring the blood seeping down his trousers (well, ignoring it till it reached his feet cos god forbid if it should then drip on the floor....)

he could have reported it for someone else to clean up, or at least came through and told us before he left the house

ABERDEEN_2

I apologise for owning a house for a month and that i didn't like it to be covered in blood

ognum

ABERDEEN wrote: »

I apologise for owning a house for a month and that i didn't like it to be covered in blood

your frustration is clear, but, can you now see how what you write impacts on the way your complain is received?

from the people who have replied here the sympathy has been with the guy bleeding not with you.

Please think about how you write your letters and emails and perhaps run them past someone else so you don't get the same reply from the comp,ants department that you have here!

ABERDEEN_2

ognum wrote: »

your frustration is clear, but, can you now see how what you write impacts on the way your complain is received?

from the people who have replied here the sympathy has been with the guy bleeding not with you.

Please think about how you write your letters and emails and perhaps run them past someone else so you don't get the same reply from the comp,ants department that you have here!

I havent sent the letter, I was just writing down my thoughts and was looking for advice on here which I have received