Getting a refund from a cowboy roofer

ShazEX

Hello,

In October last year, I had my roof patch repaired to sort water getting into the joist and causing a damp patch in my kitchen.

I got 5 quotes, three of them insisted I needed a whole new roof (would like to, but not got the funds), and two gave similar quotes for patch repairing, and I went with this contractor for convenience. I didn't really like his vibe, but thought he at least took pride in his work, and I needed the job done.

I've noticed now, that his team has done a really poor job, where the repoibting of the gables has started to crack with chunks missing. A second opinion has confirmed and noted slipped tiles.

I don't want to deal with this contractor anymore because he is so rude and has resorted to bullying and attempting to gaslight me over WhatsApp. This side of him only came out when he needed paying. Contractors I have dealt with have always provided 7-14 days to address their invoice; this guy wanted immediate payment same day, and got nasty when I asked for one day to process it. I have asked him for a partial refund, and of course he's got nasty and saying he doesn't want to deal with me until I take down my review of him on MyBuilder.

I've done some digging, and found he has a history of lying and may even be lying about his 10+ years experience as a roofer, because 4 years ago he was in trouble with the law for a very different line of work.

I've contacted CAB and they have advised me to follow the formal complaints procedure.

I guess I'm asking for any further support in this matter. I know legally, he can come back to rectify the work, but I do not trust him at all and his lack of customer service and vile tactics makes me fear for my safety if he were to come back.

I am going to have to get the work redone, but do I need to wait until this is resolved, or can I get the roof repaired and still pursue compensation? I also want to make sure he never does this to anyone again.

Aylesbury_Duck

ShazEX said:

Hello,

In October last year, I had my roof patch repaired to sort water getting into the joist and causing a damp patch in my kitchen.

I got 5 quotes, three of them insisted I needed a whole new roof (would like to, but not got the funds), and two gave similar quotes for patch repairing, and I went with this contractor for convenience. I didn't really like his vibe, but thought he at least took pride in his work, and I needed the job done.

I've noticed now, that his team has done a really poor job, where the repoibting of the gables has started to crack with chunks missing. A second opinion has confirmed and noted slipped tiles.

I don't want to deal with this contractor anymore because he is so rude and has resorted to bullying and attempting to gaslight me over WhatsApp. This side of him only came out when he needed paying. Contractors I have dealt with have always provided 7-14 days to address their invoice; this guy wanted immediate payment same day, and got nasty when I asked for one day to process it. I have asked him for a partial refund, and of course he's got nasty and saying he doesn't want to deal with me until I take down my review of him on MyBuilder.

I've done some digging, and found he has a history of lying and may even be lying about his 10+ years experience as a roofer, because 4 years ago he was in trouble with the law for a very different line of work.

I've contacted CAB and they have advised me to follow the formal complaints procedure.

I guess I'm asking for any further support in this matter. I know legally, he can come back to rectify the work, but I do not trust him at all and his lack of customer service and vile tactics makes me fear for my safety if he were to come back.

I am going to have to get the work redone, but do I need to wait until this is resolved, or can I get the roof repaired and still pursue compensation? I also want to make sure he never does this to anyone again.

It wasn't a good idea to post a negative review.  That should have waited until the problem was resolved.  All it's done is wind the roofer up.

What formal complaints procedure have CAB pointed you to?  The roofer's own procedure?

Forget his alleged history, it has no bearing on your situation.  It's for CAB and Trading Standards to consider if there's a pattern of dodgy trading.

You have two choices.  Try and work with the roofer to get the problem fixed, or appoint another contractor to do it and pursue the first roofer.  Assuming you prefer the latter approach, do you have a registered address to which you could serve legal papers if it came to it?  Are you confident that if successful in court, the roofer has the means to pay?

Have you spoken to your home insurer?  If you have legal cover, they should be able to help.

ShazEX

Aylesbury_Duck said:

ShazEX said:

Hello,

In October last year, I had my roof patch repaired to sort water getting into the joist and causing a damp patch in my kitchen.

I got 5 quotes, three of them insisted I needed a whole new roof (would like to, but not got the funds), and two gave similar quotes for patch repairing, and I went with this contractor for convenience. I didn't really like his vibe, but thought he at least took pride in his work, and I needed the job done.

I've noticed now, that his team has done a really poor job, where the repoibting of the gables has started to crack with chunks missing. A second opinion has confirmed and noted slipped tiles.

I don't want to deal with this contractor anymore because he is so rude and has resorted to bullying and attempting to gaslight me over WhatsApp. This side of him only came out when he needed paying. Contractors I have dealt with have always provided 7-14 days to address their invoice; this guy wanted immediate payment same day, and got nasty when I asked for one day to process it. I have asked him for a partial refund, and of course he's got nasty and saying he doesn't want to deal with me until I take down my review of him on MyBuilder.

I've done some digging, and found he has a history of lying and may even be lying about his 10+ years experience as a roofer, because 4 years ago he was in trouble with the law for a very different line of work.

I've contacted CAB and they have advised me to follow the formal complaints procedure.

I guess I'm asking for any further support in this matter. I know legally, he can come back to rectify the work, but I do not trust him at all and his lack of customer service and vile tactics makes me fear for my safety if he were to come back.

I am going to have to get the work redone, but do I need to wait until this is resolved, or can I get the roof repaired and still pursue compensation? I also want to make sure he never does this to anyone again.

It wasn't a good idea to post a negative review.  That should have waited until the problem was resolved.  All it's done is wind the roofer up.

What formal complaints procedure have CAB pointed you to?  The roofer's own procedure?

Forget his alleged history, it has no bearing on your situation.  It's for CAB and Trading Standards to consider if there's a pattern of dodgy trading.

You have two choices.  Try and work with the roofer to get the problem fixed, or appoint another contractor to do it and pursue the first roofer.  Assuming you prefer the latter approach, do you have a registered address to which you could serve legal papers if it came to it?  Are you confident that if successful in court, the roofer has the means to pay?

Have you spoken to your home insurer?  If you have legal cover, they should be able to help.

Thank you for the reply.

I should have been clear about the review - I put it up after the initial work was done and he did submit his response at the time. I thought I wouldn't have to deal with him anymore, but six months down the line, here we are.

CAB have advised to subkit a request in writing, reminding him of the Consumer Rights Act 2015, and my ideal resolution (the refund) They also advised to suggest mediation to avoid court.

As for a registered address, I only have what he's provided on the invoice, which is a unit in a trading estate. He's not registered with Companies House either, so can't confirm it, and he doesn't have a business address listed on his business socials.

I believe I have legal cover with my home insurer, so will get in touch with them. They don't cover the roof (else I would have had them sort it), so I'm not sure if they'll support me legally.

Ectophile

As for a registered address, I only have what he's provided on the invoice, which is a unit in a trading estate. He's not registered with Companies House either, so can't confirm it, and he doesn't have a business address listed on his business socials.

If there's no registration at Companies House, then that makes things better for you.  You can sue him personally.

Bradden

ShazEX said:

 Contractors I have dealt with have always provided 7-14 days to address their invoice; this guy wanted immediate payment same day, and got nasty when I asked for one day to process it. I have asked him for a partial refund, and of course he's got nasty and saying he doesn't want to deal with me until I take down my review of him on MyBuilder.

It's perfect normal for a trader to want paying for the job on completion of the work - It's unusual for them to allow two weeks for payment. 

Tucosalamanca

I got 5 quotes, three of them insisted I needed a whole new roof

And here is the crux of the matter. Three roofers would only replace as they considered the roof to be beyond repair.

So you were left with two people who would try and attempt a repair, as you had insufficient funds to cover a full refurbishment.
The repair was unsuccessful, as three of the five had predicted.

OP might be unaware, but roofers do not offer warranty on patch repairs.
They are considered a temporary repair at best, to allow time for the owner to arrange a more extensive refurbishment or to save funds.

Further degradation of roof after patch repairs, expected. Slipped tiles, expected. OP had three roofers tell them that it was beyond repair.

 And then the customer has the cheek to leave poor feedback and expect compensation!
This is exactly why three of the five roofers would only advise refurbishment because they won't get into this nonsense with customers.

The roofer attempted a repair on a roof that was at end of life. He tried to do someone a favour and it's catastrophically backfired on him. A poor review will be affecting his livelihood and you're calling him a cowboy and vile.

I am going to have to get the work redone, but do I need to wait until this is resolved, or can I get the roof repaired and still pursue compensation? I also want to make sure he never does this to anyone again.

What do you think will happen next time a repair is attempted?
The next roofer who's happy to take your money, will no doubt do a similar job. The repair might last a year or two or it might not.

You haven't been ripped off, three roofers have told you it needs replacing. Listen to their advice before throwing any more money away.

Jumblebumble

Bradden said:

ShazEX said:

 Contractors I have dealt with have always provided 7-14 days to address their invoice; this guy wanted immediate payment same day, and got nasty when I asked for one day to process it. I have asked him for a partial refund, and of course he's got nasty and saying he doesn't want to deal with me until I take down my review of him on MyBuilder.

It's perfect normal for a trader to want paying for the job on completion of the work - It's unusual for them to allow two weeks for payment. 

Whilst I agree that 2 weeks is unreasonable I equally think that insisting on payment on the spot is not particularly usual
I have engaged 2 tradesmen recently both of whom sent me their invoices a few days after Job completion neither of which specified expected  payment time scales
I am of the view that skilled tradesmen choose their customers and so I always pay my invoices ASAP

ShazEX

Tucosalamanca said:

I got 5 quotes, three of them insisted I needed a whole new roof

And here is the crux of the matter. Three roofers would only replace as they considered the roof to be beyond repair.

So you were left with two people who would try and attempt a repair, as you had insufficient funds to cover a full refurbishment.
The repair was unsuccessful, as three of the five had predicted.

OP might be unaware, but roofers do not offer warranty on patch repairs.
They are considered a temporary repair at best, to allow time for the owner to arrange a more extensive refurbishment or to save funds.

Further degradation of roof after patch repairs, expected. Slipped tiles, expected. OP had three roofers tell them that it was beyond repair.

 And then the customer has the cheek to leave poor feedback and expect compensation!
This is exactly why three of the five roofers would only advise refurbishment because they won't get into this nonsense with customers.

The roofer attempted a repair on a roof that was at end of life. He tried to do someone a favour and it's catastrophically backfired on him. A poor review will be affecting his livelihood and you're calling him a cowboy and vile.

I am going to have to get the work redone, but do I need to wait until this is resolved, or can I get the roof repaired and still pursue compensation? I also want to make sure he never does this to anyone again.

What do you think will happen next time a repair is attempted?
The next roofer who's happy to take your money, will no doubt do a similar job. The repair might last a year or two or it might not.

You haven't been ripped off, three roofers have told you it needs replacing. Listen to their advice before throwing any more money away.

Thanks for your input, but you don't really know the full workings of why I came to the conclusion I did.

True, in an ideal world, I would have had a whole new roof put in. However, I had a contractor who did a full home survey when I bought the house recently, and they and the Level 3 Building Survey I had done, said the roof was in generally good condition, and didn't need a brand new roof anytime soon. Unfortunately, the contractor had personal problems to deal with so I had to find someone else.

And this was a job only to stop water getting into a joist. What I am upset about is how new tiles have slipped or been poorly laid. The repointed roof gable ends have cracked and fallen out in places, which will only restart the problem of water getting in. Are you still going to tell me that six months is all I'm supposed to expect, when repointing should last longer?

the_lunatic_is_in_my_head

Tucosalamanca said:

I got 5 quotes, three of them insisted I needed a whole new roof

And here is the crux of the matter. Three roofers would only replace as they considered the roof to be beyond repair.

So you were left with two people who would try and attempt a repair, as you had insufficient funds to cover a full refurbishment.
The repair was unsuccessful, as three of the five had predicted.

OP might be unaware, but roofers do not offer warranty on patch repairs.
They are considered a temporary repair at best, to allow time for the owner to arrange a more extensive refurbishment or to save funds.

Further degradation of roof after patch repairs, expected. Slipped tiles, expected. OP had three roofers tell them that it was beyond repair.

 And then the customer has the cheek to leave poor feedback and expect compensation!
This is exactly why three of the five roofers would only advise refurbishment because they won't get into this nonsense with customers.

The roofer attempted a repair on a roof that was at end of life. He tried to do someone a favour and it's catastrophically backfired on him. A poor review will be affecting his livelihood and you're calling him a cowboy and vile.

I am going to have to get the work redone, but do I need to wait until this is resolved, or can I get the roof repaired and still pursue compensation? I also want to make sure he never does this to anyone again.

What do you think will happen next time a repair is attempted?
The next roofer who's happy to take your money, will no doubt do a similar job. The repair might last a year or two or it might not.

You haven't been ripped off, three roofers have told you it needs replacing. Listen to their advice before throwing any more money away.

This is true but if a new roof is required and the customer doesn’t want one the trader should walk away. 

OP if the service wasn’t carried out with due care and skill you can either claim a price reduction on the price paid or seek damages to have the work redone.

Either places the burden of proof on yourself, sorry if I missed it but how much did you spend and how much to repair it again?

Even if you won you have to get payment, these things can drag on causing stress, etc and you really have to decide if it’s worth chasing  

ShazEX

the_lunatic_is_in_my_head said:

Tucosalamanca said:

I got 5 quotes, three of them insisted I needed a whole new roof

And here is the crux of the matter. Three roofers would only replace as they considered the roof to be beyond repair.

So you were left with two people who would try and attempt a repair, as you had insufficient funds to cover a full refurbishment.
The repair was unsuccessful, as three of the five had predicted.

OP might be unaware, but roofers do not offer warranty on patch repairs.
They are considered a temporary repair at best, to allow time for the owner to arrange a more extensive refurbishment or to save funds.

Further degradation of roof after patch repairs, expected. Slipped tiles, expected. OP had three roofers tell them that it was beyond repair.

 And then the customer has the cheek to leave poor feedback and expect compensation!
This is exactly why three of the five roofers would only advise refurbishment because they won't get into this nonsense with customers.

The roofer attempted a repair on a roof that was at end of life. He tried to do someone a favour and it's catastrophically backfired on him. A poor review will be affecting his livelihood and you're calling him a cowboy and vile.

I am going to have to get the work redone, but do I need to wait until this is resolved, or can I get the roof repaired and still pursue compensation? I also want to make sure he never does this to anyone again.

What do you think will happen next time a repair is attempted?
The next roofer who's happy to take your money, will no doubt do a similar job. The repair might last a year or two or it might not.

You haven't been ripped off, three roofers have told you it needs replacing. Listen to their advice before throwing any more money away.

This is true but if a new roof is required and the customer doesn’t want one the trader should walk away. 

OP if the service wasn’t carried out with due care and skill you can either claim a price reduction on the price paid or seek damages to have the work redone.

Either places the burden of proof on yourself, sorry if I missed it but how much did you spend and how much to repair it again?

Even if you won you have to get payment, these things can drag on causing stress, etc and you really have to decide if it’s worth chasing  

It cost £2,300, including new gutters etc. The invoice isn't very well itemised to show how much of that was the roof. I do appreciate that the contractor I used was doing me a favour, but the roof was the main thing I needed doing and the two other contractors who have assessed to redo the work have expressed that the contractor I used didn't do a good job, and the repointing was poorly done.

Both contractors have quoted £1250, independent of each other and no input from me, other than my main concerns with the repointing, to fix the problems.