Biocraft South West Ltd

We were, of course, sorry to hear that the customer was dissatisfied with the service received from the company, and we acknowledged this customer’s complaint following the completion of works in June 2021. In response to the complaint regarding project time scales, we always advise our clients that time scales are estimated to the best of our ability, but may be subject to changes which are beyond our control. In this instance, the client also initiated changes to the schedule based upon their own preferences/plans, which we accommodated fully. Unfortunately, some disruption can only be expected due to the nature of the works involved, however the boiler was not delayed, but, in fact, reinstated as per projected timescales. We would also reiterate that some aspects of the remedial treatment process require us to leave the project in order to comply with necessary drying times, and this was fully communicated to the client prior to the work commencing. We do acknowledge that we experienced some staff absences whilst this project was underway, which were, unfortunately out of our control. We did apologise to the client for any delay caused by this and tried our best to cover the absence. Unfortunately, we were unable to source immediate cover and we understand the frustration felt by the client. We can only emphasise that it was a very difficult time in the construction industry with the ongoing pandemic situation, particularly with regards to the availability of tradespeople. As a company we continue to assess the suitability of all tradespeople who we employ and have made changes to our team and processes where appropriate or necessary, based in part from client feedback. We are disappointed to hear that the client was not satisfied with communication, as our project manager was in regular contact with the client, both visiting the site in person and over the telephone. Emails were responded to promptly and in detail, and our quotations and information regarding the works were detailed and transparent. In response to the complaint regarding the necessary replacement of kitchen units, as explained to the client, this was not due to poor communication, but actually due to the fact that a minimum render/plaster thickness must be applied to ensure that the remedial treatment is compliant with industry standards in order to ensure effectiveness. Unfortunately, in this case, the existing kitchen unit was subsequently too large to fit back into the replastered space. In order to avoid any additional cost to the client, we primarily attempted to modify the existing unit, however this was not possible due to space required for internal features. We clearly explain in our job specification, that whilst we endeavour to reinstall existing units following treatment, this is not always possible for a number of potential reasons, and sometimes replacement items are required. Nevertheless, as a gesture of goodwill to the client, we still contributed 50% of the cost of the replacement. We are proud of the service which we offer our customers and are fully committed to ensuring that our works are completed to the highest standard.