david wilson
New Member
Dear Sir
I write with regard to a formal complaint i wish to make against David Wilson Home. I have been advised by the Managing Director that i am not to contact you, however i feel that my complaint has not been dealt with in an appropriate manner. Ive included Paul Crispins' emails that become ruder and ruder, even to the point when he will not address me and pointly refuses to answer my complaint. In al honesty, all i required was confirmation that the nails, and working practices were ammended, as Mr Crispin initially confirmed to me that all the issues would be addressed. He states that the building inspector has signed the work off in one email, and then in a second email, states there is no formal documentation, so im confused as to what has been signed off?
I previously spoke with Dave Braddick, who advised me that i could appoint my own surveyor, at my own cost, if i was worried about construction issues. As Mr Crispin had failed to conclude my complaint, i asked if i could have Mr Braddick's email address to arrange a surveyor appointment. Im then informed by Mr Crispin that David Wilson Homes will not sell the house to me. Please see below version of events:
--------------------------------------------------------------------------------------------------------------------------------------
From: Paul Crispin [mailto
Crispin@dwh.co.uk]
Sent: Wed 27/06/2007 18:24
Cc: David McClintock; Lynne Morgan
Subject: RE: 16 Flax Crescent, Carterton, ox18 1na
I have now had a chance to review the situation with our Construction
Director, and can confirm that the pictures you provided were taken at
a point in construction where the floor was being levelled up as a
temporary step during construction and that once the blockwork has
been taken up through the floor level, joists are built in with only minmal
packing as allowed by the Joist Manufacturers good practice and with
the approval of both the Building Inspector and the Zurich surveyor. You
will of course enjoy the benefit of a 10 year structural warranty upon
completion of the purchase of the property.
I know you have been contacted by Lynne Morgan our Sales Director with
a view to resolving the communication difficulty that has arisen with
Sandra on site, and I'm sure she will find a satisfactory solution to
that matter.
I hope you will now be able to exchange contracts as expected.
Regards,
Paul C
----------------------------------------------------------------------------------------------------------
Dear Paul
Many thanks for your reply. I can assure you fully that as soon as
this issue is resolved I am more than happy to exchange contracts. I've
just visited Sandra again this afternoon, and politely asked if another
sales office on the site would mind dealing with this transaction, however
she was again quite rude and refused this request stating it was company
policy. I then asked that only Debbie contact me, but again she said
no. She stated that 'whoever was in the office would deal with me' I
explained that I did not wish to deal with her after this mornings
events and in particular, after she accused me of lying, and her
stance towards me regarding the raised concern.
Sandra went on to state that David Wilson Homes would be wanting to
talk to me, in a threatening manner although would go into detail, and
advised that anything I needed had to be passed through DWH head
office, although she could phone me at anytime should she required.
As Sandra is insisting that I deal with her, would it be possible to
arrange a meeting with her line manager, so to come to an arrangement
regarding communication where both Sandra and I feel comfortable as I
am really insulted by her manner and tone on both occasions.
Again, I do appreciate that you are very busy, and greatly appreciate
your time looking into this matter for me.
Best Wishes
Tony
-----------------------------------------------------
Dear Paul,
Please could you confirm(pictures enclosed), that the nails which are
holding the supporting beams, will be removed and enough packing will
be
fitted in order to fully support the floor joists, as at present,
although packing is fitted, it is not supporting the floor joists
sufficiently(please see gap), which potentially can cause movement of
the upstairs floor, which in turn will lead to cracks/creaking
developing.
I would be most grateful if you could confirm the above, as I will
need this information before exchanging contracts tomorrow at 4.30pm.
Again, I appreciate you are very busy and thank you for looking into
this concern for me.
Regards
Tony
--------------------------------------------------------------------------------------------------------------------------------------
From: Paul Crispin [mailtoCrispin@dwh.co.uk]
Subject: RE: 16 Flax Crescent, Carterton, ox18 1na
This has already been attended to and all signed off by the Building Inspector.
------------------------------------------------------------------------------------------------------------------------------------------------------------------------
From: Paul Crispin [mailtoCrispin@dwh.co.uk]
Sent: 29 June 2007 07:31
Subject: RE: 16 Flax Crescent, Carterton, ox18 1na
There is no report. The Building Inspectors only formal documentation
is the Certificate issued when the building is complete, which we shall
obtain at that time.
----------------------------------------------------- 06/29/07 9:11 am >>
Please could you give me Dave's email address. I need to instruct my
own surveyor to ensure that these nails have been removed for my own
piece of mind.
--------------------------------------------------------------------------------------------------------------------------------------
-----Original Message-----
From: Paul Crispin [mailtoCrispin@dwh.co.uk]
Sent: 29 June 2007 11:01
Subject: RE: 16 Flax Crescent, Carterton, ox18 1na
I am sorry that you have no confidence in my response to your concern,
and given that you have a complete breakdown with the Sales team on
site and the Construction team also, I have issued instructions to
cancel the sale and for Solicitors to withdraw papers today. We will, in
the circumstances refund your deposit in full and reimburse any actual
costs you have incurred to date relating to the transaction.
--------------------------------------------------------------------------------------------------------------------------------------
The events leading up to the complaint are documented as below:
Dear Ms Morgan
Please find a catalogue of events leading up to, and including my complaint. I appreciate, as per letter sent to me by yourself on 25/6/07, you have received numerous compliments regarding your staff, however I am unsure how these compliments relate to my individual complaint. I can assure you that my concerns are indeed valid. I would like to be clear that I have no issues with Debbie who works at The Meadowfields Site . Please find below a dated version of events which Iwould like to discuss with you when we meet.
7th June 07- Email issues sent to DWH enquiries
No reply to email I. followed up with several phone calls to customer
service department, however unable to help.
11th June 2007
Solicitor contacted and asked to raise issue with DWH through their
solicitors
12th June 07
Email regarding concerns sent to David Clayton of Oxfordshire County
Council. Advised dealing with the case. Also re directed me to DWH.
Contacted DWH again, but no help.
15th June 07
Approx 5.15pm gave Mrs Smith the photo's I had been given and
explained
my concerns. She commented 'I will be talking with the Site Manager as
he is in work tomorrow will discuss these concerns, but not in such a
polite way as im talking to you'
16th June 2007
I approached Mrs Smith at the sales office, approx 3.30pm- Asked if
she
had spoken to Site Manager. Mrs Smith replied 'No as not in work'.
This
information was not relayed to me by telephone and I was disappointed
that Mrs Smith had not taken the time to inform me. I asked Mrs Smith
to
phone me on Monday 18th June 07 to advise me of his comments. Mrs
Smith
looked directly at me, and stated 'Yes, I will phone you'
18th June 2007
No phone call received from Mrs Smith
19th June 2007
Phone call received from Construction Director. Made accusations that
I
had breached Health and Safety by taking photographs, regarding plot
116. Reassured me that the home would be built to a high standard,
however no follow up call to explain timescales or plan of action.
Stated that house was unfinished, however implied the slate and tiles
would be removed by lifting the ceiling floor!
22nd June 2007-am
Phone call from Mrs Smith, who was rude from commencement of
conversation. Used comments as follows:
'You have lied. You are in a uncompleted chain'
'You went on site, we have witnesses'
'You took the photo's because we have asked all our contractors and
they deny taking any photographs'
'Who do you think took the photo's Mr Andrews...a little birdie in the
sky'
'You can do what you like...I really do not care'
Mrs Smith refused to give me the directors name informing me that
Barratt had taken over DWH and she was not kept informed of any new
changes. She also added that DWH no longer had a director. Mrs Smith
gave me Lynn Morgan's name and position. I asked Mrs Smith why she had
not returned my phone calls as previously agreed. She replied 'Nothing
to do with me. The Site Manager was responsible for returning your
calls, not me as im only sales' I asked Mrs Smith how I would know
this
information, if she did not inform me that the Site Manager was
dealing
with this issues. She ignored this question and started asking me
about
my estate agent details.
22nd June 2007-am
Phoned DWH and asked to speak with Lynn Morgan. I was informed Mrs
Morgan was in a meeting and would be out in an hour. I was informed
Mrs
Morgan would phone me when out of her meeting
22nd June 2007-pm
Some two hours later, phoned to speak with Lynn Morgan. I was informed
that Mrs Morgan had now left the office. Asked to speak with Mrs
Morgans' Manager and was put through to Paul Crispin. Mr Crispin was
most helpful and apologised for the concerns I had brought to him.
Email
received some hours later to confirm intended action which was most
reassuring as all other communication, from other parties, had failed.
22nd June 2007
We visited the Meadowfields Site where I spoke with Mrs Smith. I asked
her if I could make a polite request. She replied 'what' I explained I
wished for another DWH site to deal with the transaction. She was
blunt
and curt and replied 'No...company procedure' I then asked for Debbie
to
deal with my transaction . She replied 'No...Debbie works part time
only
and you will get whoever is on, phoning you' I explained that I was
unhappy with Mrs Smiths unprofessional behaviour towards me and I
specifically did not give her permission to contact me as I found her
manner verbally abusive in tone and conduct. Mrs Smith replied 'ha
...you will be getting a phone call yourself from David Wilson Homes'
I
replied ' To bring you up to date, I have spoken with your Managing
Director who will be dealing with my concerns ' Mrs Smith replied '
You
have to deal with me and you have no choice, but anything you want,
you
can go through Head Office' She then slammed a cupboard door and
replied
'ok'
We left again, quite appalled at Mrs Smiths conduct.
In conclusion, I am very disappointed regarding the way I have been
treated as a customer. I feel it is most disappointing that I have to
contact the Managing Director, who obviously is a very busy
individual,
to look into the issues raised, when in all honesty, if staff at a
grass
route level had communicated with me and addressed the issues in a
professional manner, all this unpleasantness could have been avoided.
In line with your request, I will be exchanging contracts tomorrow,
providing an acceptable answer is received regarding the above by 3pm.
Taking this into account, I now wish to arrange a time next week to
meet
with you.
I write with regard to a formal complaint i wish to make against David Wilson Home. I have been advised by the Managing Director that i am not to contact you, however i feel that my complaint has not been dealt with in an appropriate manner. Ive included Paul Crispins' emails that become ruder and ruder, even to the point when he will not address me and pointly refuses to answer my complaint. In al honesty, all i required was confirmation that the nails, and working practices were ammended, as Mr Crispin initially confirmed to me that all the issues would be addressed. He states that the building inspector has signed the work off in one email, and then in a second email, states there is no formal documentation, so im confused as to what has been signed off?
I previously spoke with Dave Braddick, who advised me that i could appoint my own surveyor, at my own cost, if i was worried about construction issues. As Mr Crispin had failed to conclude my complaint, i asked if i could have Mr Braddick's email address to arrange a surveyor appointment. Im then informed by Mr Crispin that David Wilson Homes will not sell the house to me. Please see below version of events:
--------------------------------------------------------------------------------------------------------------------------------------
From: Paul Crispin [mailto
Crispin@dwh.co.uk] Sent: Wed 27/06/2007 18:24
Cc: David McClintock; Lynne Morgan
Subject: RE: 16 Flax Crescent, Carterton, ox18 1na
I have now had a chance to review the situation with our Construction
Director, and can confirm that the pictures you provided were taken at
a point in construction where the floor was being levelled up as a
temporary step during construction and that once the blockwork has
been taken up through the floor level, joists are built in with only minmal
packing as allowed by the Joist Manufacturers good practice and with
the approval of both the Building Inspector and the Zurich surveyor. You
will of course enjoy the benefit of a 10 year structural warranty upon
completion of the purchase of the property.
I know you have been contacted by Lynne Morgan our Sales Director with
a view to resolving the communication difficulty that has arisen with
Sandra on site, and I'm sure she will find a satisfactory solution to
that matter.
I hope you will now be able to exchange contracts as expected.
Regards,
Paul C
----------------------------------------------------------------------------------------------------------
Dear Paul
Many thanks for your reply. I can assure you fully that as soon as
this issue is resolved I am more than happy to exchange contracts. I've
just visited Sandra again this afternoon, and politely asked if another
sales office on the site would mind dealing with this transaction, however
she was again quite rude and refused this request stating it was company
policy. I then asked that only Debbie contact me, but again she said
no. She stated that 'whoever was in the office would deal with me' I
explained that I did not wish to deal with her after this mornings
events and in particular, after she accused me of lying, and her
stance towards me regarding the raised concern.
Sandra went on to state that David Wilson Homes would be wanting to
talk to me, in a threatening manner although would go into detail, and
advised that anything I needed had to be passed through DWH head
office, although she could phone me at anytime should she required.
As Sandra is insisting that I deal with her, would it be possible to
arrange a meeting with her line manager, so to come to an arrangement
regarding communication where both Sandra and I feel comfortable as I
am really insulted by her manner and tone on both occasions.
Again, I do appreciate that you are very busy, and greatly appreciate
your time looking into this matter for me.
Best Wishes
Tony
-----------------------------------------------------
Dear Paul,
Please could you confirm(pictures enclosed), that the nails which are
holding the supporting beams, will be removed and enough packing will
be
fitted in order to fully support the floor joists, as at present,
although packing is fitted, it is not supporting the floor joists
sufficiently(please see gap), which potentially can cause movement of
the upstairs floor, which in turn will lead to cracks/creaking
developing.
I would be most grateful if you could confirm the above, as I will
need this information before exchanging contracts tomorrow at 4.30pm.
Again, I appreciate you are very busy and thank you for looking into
this concern for me.
Regards
Tony
--------------------------------------------------------------------------------------------------------------------------------------
From: Paul Crispin [mailto
Crispin@dwh.co.uk] Subject: RE: 16 Flax Crescent, Carterton, ox18 1na
This has already been attended to and all signed off by the Building Inspector.
------------------------------------------------------------------------------------------------------------------------------------------------------------------------
From: Paul Crispin [mailto
Crispin@dwh.co.uk] Sent: 29 June 2007 07:31
Subject: RE: 16 Flax Crescent, Carterton, ox18 1na
There is no report. The Building Inspectors only formal documentation
is the Certificate issued when the building is complete, which we shall
obtain at that time.
----------------------------------------------------- 06/29/07 9:11 am >>
Please could you give me Dave's email address. I need to instruct my
own surveyor to ensure that these nails have been removed for my own
piece of mind.
--------------------------------------------------------------------------------------------------------------------------------------
-----Original Message-----
From: Paul Crispin [mailto
Crispin@dwh.co.uk] Sent: 29 June 2007 11:01
Subject: RE: 16 Flax Crescent, Carterton, ox18 1na
I am sorry that you have no confidence in my response to your concern,
and given that you have a complete breakdown with the Sales team on
site and the Construction team also, I have issued instructions to
cancel the sale and for Solicitors to withdraw papers today. We will, in
the circumstances refund your deposit in full and reimburse any actual
costs you have incurred to date relating to the transaction.
--------------------------------------------------------------------------------------------------------------------------------------
The events leading up to the complaint are documented as below:
Dear Ms Morgan
Please find a catalogue of events leading up to, and including my complaint. I appreciate, as per letter sent to me by yourself on 25/6/07, you have received numerous compliments regarding your staff, however I am unsure how these compliments relate to my individual complaint. I can assure you that my concerns are indeed valid. I would like to be clear that I have no issues with Debbie who works at The Meadowfields Site . Please find below a dated version of events which Iwould like to discuss with you when we meet.
7th June 07- Email issues sent to DWH enquiries
No reply to email I. followed up with several phone calls to customer
service department, however unable to help.
11th June 2007
Solicitor contacted and asked to raise issue with DWH through their
solicitors
12th June 07
Email regarding concerns sent to David Clayton of Oxfordshire County
Council. Advised dealing with the case. Also re directed me to DWH.
Contacted DWH again, but no help.
15th June 07
Approx 5.15pm gave Mrs Smith the photo's I had been given and
explained
my concerns. She commented 'I will be talking with the Site Manager as
he is in work tomorrow will discuss these concerns, but not in such a
polite way as im talking to you'
16th June 2007
I approached Mrs Smith at the sales office, approx 3.30pm- Asked if
she
had spoken to Site Manager. Mrs Smith replied 'No as not in work'.
This
information was not relayed to me by telephone and I was disappointed
that Mrs Smith had not taken the time to inform me. I asked Mrs Smith
to
phone me on Monday 18th June 07 to advise me of his comments. Mrs
Smith
looked directly at me, and stated 'Yes, I will phone you'
18th June 2007
No phone call received from Mrs Smith
19th June 2007
Phone call received from Construction Director. Made accusations that
I
had breached Health and Safety by taking photographs, regarding plot
116. Reassured me that the home would be built to a high standard,
however no follow up call to explain timescales or plan of action.
Stated that house was unfinished, however implied the slate and tiles
would be removed by lifting the ceiling floor!
22nd June 2007-am
Phone call from Mrs Smith, who was rude from commencement of
conversation. Used comments as follows:
'You have lied. You are in a uncompleted chain'
'You went on site, we have witnesses'
'You took the photo's because we have asked all our contractors and
they deny taking any photographs'
'Who do you think took the photo's Mr Andrews...a little birdie in the
sky'
'You can do what you like...I really do not care'
Mrs Smith refused to give me the directors name informing me that
Barratt had taken over DWH and she was not kept informed of any new
changes. She also added that DWH no longer had a director. Mrs Smith
gave me Lynn Morgan's name and position. I asked Mrs Smith why she had
not returned my phone calls as previously agreed. She replied 'Nothing
to do with me. The Site Manager was responsible for returning your
calls, not me as im only sales' I asked Mrs Smith how I would know
this
information, if she did not inform me that the Site Manager was
dealing
with this issues. She ignored this question and started asking me
about
my estate agent details.
22nd June 2007-am
Phoned DWH and asked to speak with Lynn Morgan. I was informed Mrs
Morgan was in a meeting and would be out in an hour. I was informed
Mrs
Morgan would phone me when out of her meeting
22nd June 2007-pm
Some two hours later, phoned to speak with Lynn Morgan. I was informed
that Mrs Morgan had now left the office. Asked to speak with Mrs
Morgans' Manager and was put through to Paul Crispin. Mr Crispin was
most helpful and apologised for the concerns I had brought to him.
received some hours later to confirm intended action which was most
reassuring as all other communication, from other parties, had failed.
22nd June 2007
We visited the Meadowfields Site where I spoke with Mrs Smith. I asked
her if I could make a polite request. She replied 'what' I explained I
wished for another DWH site to deal with the transaction. She was
blunt
and curt and replied 'No...company procedure' I then asked for Debbie
to
deal with my transaction . She replied 'No...Debbie works part time
only
and you will get whoever is on, phoning you' I explained that I was
unhappy with Mrs Smiths unprofessional behaviour towards me and I
specifically did not give her permission to contact me as I found her
manner verbally abusive in tone and conduct. Mrs Smith replied 'ha
...you will be getting a phone call yourself from David Wilson Homes'
I
replied ' To bring you up to date, I have spoken with your Managing
Director who will be dealing with my concerns ' Mrs Smith replied '
You
have to deal with me and you have no choice, but anything you want,
you
can go through Head Office' She then slammed a cupboard door and
replied
'ok'
We left again, quite appalled at Mrs Smiths conduct.
In conclusion, I am very disappointed regarding the way I have been
treated as a customer. I feel it is most disappointing that I have to
contact the Managing Director, who obviously is a very busy
individual,
to look into the issues raised, when in all honesty, if staff at a
grass
route level had communicated with me and addressed the issues in a
professional manner, all this unpleasantness could have been avoided.
In line with your request, I will be exchanging contracts tomorrow,
providing an acceptable answer is received regarding the above by 3pm.
Taking this into account, I now wish to arrange a time next week to
meet
with you.