Timberwise (UK) Limited

Mr Spruell – many thanks for taking the time to leave a review. The accident to the carpet was regrettable, however, this is the first we have heard that the carpet was ruined. At the time we did pay for a specialist cleaner to be brought in to treat the area of carpet that was affected which was also a satisfactory outcome for yourself. The failure of the work carried out by Timberwise was due to water penetrating from above directly into the area that we had wet tanked. The water penetration was not present when the work was originally carried out in 2015 and as such the work has failed as a result of a default occurring in a different area after the original work had been carried out. As a matter of course, we charge an inspection fee for guarantee claims, this can then be refunded should the claim be upheld. Should you wish to discuss this issue further please feel free to email hq@timberwise.co.uk and we will endeavour to help you as much as we can.” Thanks for your help - Phil

I'm really sorry to hear that we didn't meet your expectations on this occasion. Thank you for bringing this to our attention in your review as it allows us to investigate where we went wrong and improve the experience of future customers. There are however a few points raised that we would wish to clarify further: The appointment was made for 10am on the 08.11.16 and the surveyor sent you a text message stating that he was running late and indeed was stuck in traffic, for which you kindly acknowledged, he then sent a further text stating he would be approximately 45 minutes late and then again to state he wasn’t too far away. Upon arrival you were clearly upset and frustrated that he was late and the Surveyor apologized sincerely. You explained the issues you had with the dampness ingress and the issues you have been experiencing with the owners/tenants of the flat above and with regards to issues with the building. All of which was noted. The inspection was carried out and you were happy with the comments made at the time. I would like to take this opportunity to apologize for the delay in sending the report. Our office explained to you that if we were advised at the time of booking the survey that the report was going to be used in Court that we would have advised that you enlisted the services of an independent surveying company as Timberwise are also contractors and cannot be classed as being independent, hence the offer to refund the monies in full.