RACHAEL YOST

Last contact with the project manager was to say someone would arrive to do work on Thursday 20th October. Noone turned up. Have not been able to get through to anyone but the sales department since then, left messages with them, no response. Have messaged the contracts manager by text as phone doesn't take answerphone messages - no response. We have sent letters, as advised by Citizens Advice, and they haven't responded to that either. This build started in May and is still not finished. They have the majority of our money so they clearly do not care. I have started to complete the snagging list myself as it is clear they do not plan to send anyone on site to finish the work. Cannot use the GGF conciliation service as the build is not fully complete. This is my 3rd review as it seems contacting customer complaints is a total waste of time!

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!

Absolutely wish I had never started the extension. On week 12 of a 6 week build! 4 complaint emails sent to customer services, none responded to. Paid instalments late twice as there was no-one on site for weeks on end. Paid the 3rd instalment after the contract manager threatened to take builders off site if I didn't pay despite having no contact from Pennine for 2.5 weeks. This is company policy apparently. 1 person turned up for a day last week, one for, at most, 2 hours today and no-one booked in for least another week. Customer services for this company are a myth.

Booked a taxi at 5.10am. Called as no taxis present to be told they didn't know there was a flight coming in. Told would be 15 mins... Still didn't arrive. Jumped in a different firm's taxi and got straight home. Hopefully we will get our money back.
Used them once before and they had no knowledge of Newcastle at all.
Would expect not to have to give directions every step of the way with the cost of the trip!

They ask for delivery info to be added to the order-ie leave with neighbour, put in blue bin etc but then don't pass this info on to the delivery company who just repeatedly try to deliver the order and leave notes through the door.