High street DIY - Bathroom problems - What to do next

workingboy

After choosing the new tiles as asked to do so by the CEO team.
The store are saying its above them now as the CEO team are handling it now. 

Emmia

Are you sure the issue is with the floor? Could you actually have a leak from the shower tray, drain or the installation elsewhere? If that's the case, new floor tiles won't fix it

workingboy

This is one of my issues. 

No one has called out to investigate the actual source of where/why water is seeping through/in the floor click joints and causing the water marks on hall ceiling or other-than the installer initially visited when asked by the store and he resealed some areas and checked the toilet and handbasin connections weeks ago. 

NSG666

workingboy said:

This is one of my issues. 

No one has called out to investigate the actual source of where/why water is seeping through/in the floor click joints and causing the water marks on hall ceiling or other-than the installer initially visited when asked by the store and he resealed some areas and checked the toilet and handbasin connections weeks ago. 

Because they have relied on you rather than investigate it themselves they have taken what you have told them as the cause of the problem when, in fact you have just described the symptoms. I've learnt from my mistakes never to let someone tell me what the fault that needs fixing is, but only to describe the symptoms so I can fathom how to diagnose the cause.

Just to be clear, I'm blaming them not you. You need to tell them that you have a leak in your bathroom and you haven't a clue where it is coming from. If possible do this by phone so that any confusion regarding the (non)faulty flooring can be cleared up. All you need to tell them to back up your assertion is that the floor is wet and there are signs of water on the ceiling below.

If you have got kids, esp teenagers, do try and make sure it's nothing they are doing as they do weird and unpredictable things e.g. watch the low profile shower tray fill up and overflow because they think that's normal.

Yes I'd phone the insurer and tell them what's happening and what you are doing about it so they can't claim you've been negligent should you need to claim.

GDB2222

One way of dealing with this is to remove some of the plasterboard in the downstairs ceiling, so you can see where the water is coming from. That will show up any leaks in the plumbing. However, you did say that the leaking has stopped since you put a bath towel down on the floor, and that kind of speaks volumes, doesn't it?

You really need an expert floorer to tell you what's wrong with the floor.

Another_Level

Have you got a contract with the installer, retailer ?

The idea is to allow them to correct any faulty work and its consequences, they may fob you off thats very likely here in the Uk

Would be asking the company you paid to prove their operatives are actually competent to carry out the work ! 

As above, GDB2222 mentioned get second opinion from a flooring company I would also get an opinion from a  bathroom installer. They will charge for an expert  report.

Sorry to hear you are having such problems, good luck going forward.

workingboy

Ok. Diy store head office say they trying to instruct the installer for a date to find the source of the leak. 

Still ongoing with no urgency on their part. 
I’ve been told by a builder who looked at the issue, not to disturb anything as that could void the warranty. But agrees its pointing in the direction of the shower screen and with the amount of water lying and staining the ceiling in the hall etc. The sub floor and maybe some joists may have to be replaced. Cant believe they are not sorting it with urgency.

Is there any point in contacting the Furniture Ombudsman to get them involved.
thanks

lesalanos

No reason why you cannot contact the ombudsman.

Did you stress the importance of getting the leak fixed as you presently have an unusable shower 

workingboy

Yes. 

But like in most Customer Services/Complaints they are pen pushers and dont fully understand the problem or the urgency in getting it sorted.

Rosa_Damascena

NSG666 said:

workingboy said:

This is one of my issues. 

No one has called out to investigate the actual source of where/why water is seeping through/in the floor click joints and causing the water marks on hall ceiling or other-than the installer initially visited when asked by the store and he resealed some areas and checked the toilet and handbasin connections weeks ago. 

Because they have relied on you rather than investigate it themselves they have taken what you have told them as the cause of the problem when, in fact you have just described the symptoms. I've learnt from my mistakes never to let someone tell me what the fault that needs fixing is, but only to describe the symptoms so I can fathom how to diagnose the cause.

Exactly the same applies to healthcare yet people are always so quick to point out to their GP that they need X referral or Y prescription.