B&Q Bathroom Nightmare

Bubbalil

Hi can anyone help with what to do once the complaint process fails?

My bathroom project did not go well, the contractor was atrocious:
1. Broke the bath on the last day and just wanted to repair it with fiber glass
2. Broke the loft hatch (we are still waiting for it)
3. Didn't finish plumbing in the radiator
4. Toilet wouldn't flush
5. Never worked from the plan causing constant questions
6. Caused another £100 in heating bills by never closing front door
7. Helped themselves to my microwave and 2nd toilet
8. Window Sill painted so badly it was shocking. Left paint can on wet sill
9. Water bill increase due to having to drain the hot and cold water tanks even after fitting valves
10.Borrowing of cleaning equipment as they didn't have there own.
11.Unprofessionalism by the contractors and complaints department throughout the two weeks they were here

I've tried to find advice on how to proceed further, citizen advice sent me to finance ombudsman who sent me to Retail Ombudsman who its seems B&Q are not registered with.
B&Q customer service don't know if they are registered at all.

After not having a working bathroom for a month the Store Manager Jeff Henderson offered a paltry £150 and said take it up with the Ombudsman if we didn't like it.

This was after him shouting down the phone at me.  He was not a very pleasant man and obviously knew there would be a problem.

Can anyone give me advice on how to proceed, it looks like small claims court will cost us at least £500 with no guaranteed outcome.

Thanks, 

Bubbalil

pinkshoes

Why would the (small claims) court cost at least £500? Was the bathroom over £10,000? 

Did B&Q supply the fitter? Have you written to the store to tell them what needs repairing? Have you paid the final balance?

For your points below:

1 - they should replace the bath if they broke it. How broken is it?
2 - they should repair the loft hatch at their expense
3 - They need to return to do this
4 - they need to return to sort this out
5 - OK, fair enough, but that is not a financial loss or anything that needs sorting
6 - Lots of trades people leave doors open to get in and out easily. Just shut internal doors to keep heat in rooms. 
7 - Well people need to pee, so I think using a toilet is fair enough, but they should have asked about the microwave
8 - They need to return to sort this out
9 - Normal when having a bathroom done
10 - that's ridiculous! You could have said no and told them to go and get their own or deducted a small amount for borrowing your own products. 
11 - fair enough, but not a quantifiable loss


Put your complaint in writing with a list of things still to be finished, give them a deadline to sort the problems out, then if needs be and they cannot or will not finish the job then employ another bathroom fitter to finish the job then bill B&Q for the cost

Bubbalil said:

Hi can anyone help with what to do once the complaint process fails?

My bathroom project did not go well, the contractor was atrocious:
1. Broke the bath on the last day and just wanted to repair it with fiber glass
2. Broke the loft hatch (we are still waiting for it)
3. Didn't finish plumbing in the radiator
4. Toilet wouldn't flush
5. Never worked from the plan causing constant questions
6. Caused another £100 in heating bills by never closing front door
7. Helped themselves to my microwave and 2nd toilet
8. Window Sill painted so badly it was shocking. Left paint can on wet sill
9. Water bill increase due to having to drain the hot and cold water tanks even after fitting valves
10.Borrowing of cleaning equipment as they didn't have there own.
11.Unprofessionalism by the contractors and complaints department throughout the two weeks they were here

diystarter7

Hi

All the work, was the contract with B&Q ie supply and fitted a designed and fitted bathroom by them?

What have they not agreed to and why?

thanks

C_Bee

I’m in a similar situation with B&Q. An installation leaving a lot to be desired! How are you now getting on? Did you find any avenues that worked to get a resolution? 

I’m nearer the start of my complaints process but we all need a functioning bathroom so any quick wins to get things sorted promptly would be appreciated.

Thank you and hope your bathroom is now sorted 🤞

born_again

C_Bee said:

I’m in a similar situation with B&Q. An installation leaving a lot to be desired! How are you now getting on? Did you find any avenues that worked to get a resolution? 

I’m nearer the start of my complaints process but we all need a functioning bathroom so any quick wins to get things sorted promptly would be appreciated.

Thank you and hope your bathroom is now sorted 🤞

Joined 12 January at 4:17PM
Visits 1
Last Active 13 January at 8:59AM

So not been back for a month...

C_Bee

Oh dear! 😬