Endsleigh Home Insurance. You've been warned.

MrsWinters

A little over a month ago our ceiling collapsed in the breakfast room. Long story short, our shower needed replacing and our ceiling, bathroom floor and some tiles also.
We asked them, and were reassured, that it could be as soon as possible as my dad was a week away from a hip-replacement. We were told that it would be done before he went in and that everything would be in working order, and finished when he came home.

Fast forward to last night...
After asking the case officer to replace the builder, who didn't replace the shower until last week, and mis-matched the tiles (beige, not white), we were told that someone else would take over.
Last night, my mum text the case officer and said that seeing as everyone has come down with a sickness bug - 4 of us - it might be best if they came on Monday. By accident, she also text the builder.
Turn away now if you are shy of bad language.
"That fat c**t. I've spent ages moving everyone around for that fat b*itch so that they could be for Friday. No wonder she's sick, her house is sh*t-hole."
Indeed, it is. We've been left without a ceiling, and had waste from the toilet come through the ceiling, that the builders have walked into our carpets.

Can I take this up as legal matter on behalf of my mum?

Quentin

You can certainly complain bitterly about the language used in this misdirected text, but don't know what you mean by take it up as a "legal matter"

InsideInsurance

What as a legal matter? The fact a tradesman insulted your mother?

MrsWinters

The fact that it's taken so long, we've been inconvenienced for over a month when we were told it would be a two week maximum job.
Yes, he insulted my mum, and that's just the icing on the cake. We were told someone new would take the job, the same building company are still doing it, he was just going to send someone else instead of himself.

InsideInsurance

MrsWinters wrote: »

The fact that it's taken so long, we've been inconvenienced for over a month when we were told it would be a two week maximum job.

Who told you it would be done within 2 weeks? A builder who had actually seen the site or a claims handler who has only ever spoken over the phone/ seen photos at most?

Ultimately if you arent happy with the progress a complaint needs to be registered with the insurer and if you are not happy with their reply or if their reply is not received within 8 weeks you can then escalate the matter to the Ombudsman.

Basically refitting a bathroom and replacing a ceiling within 2 weeks of first notifying anyone that there a job that needs to be done does sound fairly optimistic to me when you consider the time it takes to quote, approve, get matching supplies, organise the different trades people etc.

Challengetv

Ok so your complaining they took longer than said but your saying you cancelled them so it can't of been that urgent!!!!

Legal matter?? You won't stand a chance....why because he called your mum a fat one?! He didn't exactly threaten her did he?

I must admit this made me laugh out loud because I bet that builder was mortified when it said sent!! We have all done it. Just move on and be grateful your dads well.

No doubt you won't like the reply but I think your being silly with the legal stuff just accept he won't be returning and your homes not a s**t hole anymore!!!

It will take a lot longer than you think to just get a new builder in they will need to see what's been done etc etc