Is it me????? Long post, sorry!

[lightestash]

Hi All!
Well it has come to this that I have now joined the rest of you fed up homeowners!
We moved into our house nearly a year ago. Its a unusual property, fantastic design and I fell in love with it as soon as I saw it.
We were the first couple to move in, and as usual we were shown around the night before. Straight away we noticed a few things but was assured these would be rectafied.
Anyway, without going on and on, a year down the line and the snag list is still full and nothing is being done even though we have been ever so polite and requested they be done so we can crack on and enjoy our home...to no avail. (They have done a few things).
Its a small site, comprising of 12 properties altogether and they said they would be finished by Easter just gone...we'll be lucky if they are finished by next Easter 2007! They start jobs and before finishing them go and start something else.
The neighbours are just as fed up. I decided enough was enough as I have shed too many tears and have been so down about it that I had to confront the building manager. Now, in general he is a nice man to be honest but when it comes to still waiting and being fobbed off again and again, I had to say something.
Anyway, I went to him this morning and politely asked if I booked a few days off work will the workmen be able to come and do our snags. To which he said ok. I then asked as to when he was going to re-paint the external window frames as he had promised it'd be June. He said September. I questioned it and said is this definate as he had promised June to which he just lost it and went absolutely mad at me saying how he doesn't have to do any work on our house. That I should get onto NHBC etc. He was really horrible and basically I just broke down in tears! To which he then phoned my partner who is away this week and said he wont be spoken to like that. Now is it me??? or am I missing something as I dont know were it went wrong both this morning and for the past year.
I have been so nice to our builders, even bought the manager a xmas present.
Is he right that he doesn't have to do any of the snags? And should I get onto NHBC?
Im so upset, fed up and now really wish we had never bought the house.
Please help and advice me

Thanks everyone

[Colin Jack]

Is it me????? - posted by lightestash 2006/06/01 13:43

NO IT MOST DEFINATELY IS NOT YOU!

You have just experienced what many people have and will continue to experience from site managers and customer care personnel.

I made a sexist comment in one of my previous posts - Re: Persimmon Homes - 2006/05/11 15:33 - which stated 'Builders usually do this when the man of the house is at work. This is a very sexist remark but they did it to my wife and the wifes/partners of my neighbours. They are seen to be the softer target. You will believe it when you see it.' Lightestash - you have just confirmed this.

Many of these managers and customer care representatives feel the need to reduce customers, particularly female customers, to tears to satisfy their own insecurities. You were targeted because you asked one too many questions, then you were blamed for the whole situation. To coin a Bett Homes standard phrase 'this is common practice', so don't feel bad about it. It is all part of their bodyswerving technique, it is scripted and it is designed to make you think twice about approaching them again. This is what they want.

There is no real point talking to these people, even if they do seem nice and friendly. Once they have your money you are nothing more than a thorn in their side or s***e on their shoes. Get everything in writing, do not under any circumstances enter into conversation because they will deny it within minutes. Unless of course you record the conversation as it happens so that when they do deny it, which they will, you can play it back to them.

So chin up. This is just the start of it.

[lightestash]

Thanks Colin for replying to me.
You are exactly right and it has been agreed by neighbours (who I spoke to last night) that it is more because I am a woman that he spoke to me like that.
He has requested to see myself and my partner again next tuesday morning to discuss. One of the things he screamed at me was that he was sick of snag lists, though it is him who requests them in the first place.
My partner told him over the phone that he was unprofessional, to which the manager said he has over 30 yrs experience and its his name on the board, to which my partner said, yes and it is my name on the mortgage!
I cant stress how horrible yesterday was, and he was around this morning when I left for work and STILL couldn't apologise. Even if he really believe's he is in the right, he knows he upset me and I think he should at least acknowledge that in itself.
And yes, exactly, he has our money now and isn't interested. Im just angry that I was so nieve to think he was a nice man.
My neighbours are angry too, and are getting very annoyed with the company also, so Im not alone.
Do you think I should meet with him next tuesday? Id rather not and let my partner go on his own. I will put it in writing.
I just feel completely out of depth with this and they have the upper hand. To make the situation worse we see them every day with it being such a small development it makes things awkward.
Its such a horrible feeling cause I just want to enjoy my home, I wish they would just finish the site like they should have done and go!
Do I need to get onto NHBC? Isn't this insurance?

Again thanks for replying to me, unfortunately for everyone else, at least I know Im not going through this on my own

Lightestash

[Colin Jack]

Lightestash,

It is sad that these type of people still regard females as those who are submissive and can be bullied. But that is their little man mentality.

If I had one pound for every time I have heard the '30 years experience' line. It is quite funny that it always appears to be 30 years, why not 20 or 25? It is always 30! It is probable that he has been doing things wrong for 30 years, what an admission.

You will never get an apology.

I really wouldn't like to tell what you should and shouldn't do. I will however be quite happy to tell you what I have done and the results (or lack of) that I have gained.

You are supposed to feel out of your depth. This is what these builders rely on. If you write down everything that is said from now on there is a good chance it will help resolve the situation should it drag on. If you are unsure of anything that is being said or done please please seek help before agreeing to anything.

By all means contact the NHBC, in writing of course. But be wary the NHBC are the builders insurer not yours. The NHBC warranty you are given is very very limited in what it covers.

There is usually someone on this site who is knowledgeable and may be able to help but it is better to employ a suitable professional (Civil / Structural Engineer or Surveyor depending on the defects) when you feel you have nowhere else to turn. They will be able to spend more time on your case if need be.

[Tony]

It is a familiar story unfortunately. If the builder is a limited company you can get the name and home address of the Managing Director from the companies house Web site. I would send a letter of complaint about the way you are being treated.

Secondly, don't be afraid of naming the builder in question. A number of builders do monitor this site and take action when their customers complain - it bypasses the nornal management line and your problem will get dealt with by somebody more senior.

There is always the press... it does work, but you can be left feeling used as the reporters/broadcasters don't really care they just want your story.

Hope this helps,

Tony