Update to 1st Sept review
Response to 'Head of customer Experience' reply:
1)The brochures and paperwork I have with the endorsements were given to me 2021. The FMB say you have not been a member since 2018.
2)I do not expect a call back in minutes. I have waited days, in fact weeks after my 1st complaint email to even speak to the contracts manager. I can show how many phone calls I have received from the 'project /contracts manager' in the entire time of the build. I have had 9!
Why was I not told about the Final response letter? Surely informing me of this would have solved a few problems. It says in your automatic email a response will be given in 14 days. This did not happen.
3) I have regularly been informed I will receive phone calls that tell me who is coming when and they just don't happen. Why did I only find out at 3pm yesterday that I was having builders arrive today? I left 3 hours between my 1st and 2nd phone call yesterday and every time I spoke to the installations receptionist, her response was 'oh have they not called you yet?' I also left an hour between phone calls when she said she would phone me back immediately yesterday. I also contacted my 'project manager' yesterday, he did not contact me! He turned up to check the plan he had for levelling the floor was correct, it was a good thing he did, because it wasn't!
I am told builders are planned on the Thursday/Friday for the next week. I have once, possibly twice in the entire build been phoned on a Friday to tell me who will be turning up the next week. This was a 6 weeks build that started in May, its now September so it is no surprise that as a customer I am frustrated especially given then have been weeks on end where there have been no trades people on site and no reason given as to why not.
My 'contracts manager' said he would find out why the build had not continued, apart from the electrician, while he was on holiday - I have yet to hear why!
Reply from Pennine Home
Dear Miss Yost,
Thank you for your review. In response, I would have to disagree with your review as it contains inaccuracies.
1. The information on paperwork or brochures are provided in good faith and are accurate at time of print. We currently do not imply that we are endorsed by or members of the aforementioned organisations; this can be clarified by our current paperwork, brochures and website.
2. Your complaint was passed to the Project Manager for action and you will receive a Final Response Letter to your complaint once works have been completed. Continuously sending emails to the Customer Service Team, when the complaint is being dealt with by your Project Manager, will result in generic responses advising of the same. The complaint cannot be escalated higher just because you do not receive call backs within minutes. All call backs are completed by the end of the working day.
Once you have received your Final Response Letter, following completion of the works, shall you have the opportunity to refer your complaint elsewhere. This is noted in the Complaints Handling Procedure in which you have been issued with.
3. You were advised by the office team that you will receive a call back from the Project Manager, who need to organise and schedule teams in order to provide you with a date for the team to attend your property. You did not give any allowance for this and continued to incessantly call the office 6-8 times an hour - this does not make matters move more quickly - and you were contacted by the Project Manager the same day and received a visit from them.
Whilst we appreciate that you want matters completed as soon as possible, we ask for your patience and respect whilst we organise matters accordingly.
Kind regards,
Stevie Scott
Head of Customer Experience