“Mr Norman was quick to accept the work but then was hard to communicate with to agree dates to do the work. He asked for payment for scaffolding before completing the work, persistently chased me for money prior to completing the work and asked me to chase my insurers.. He did not provide a detailed report of works undertaken, or photos as requested, did not complete additional works he had verbally committed to do and frankly I was relieved not to have him at my property. He was rude to my leaseholders and once paid off had no further interest in seeing through his commitment.”
– Customer in Wallington, 7 January 2014
Response from Anchorage Roofing Services:
We had great difficulty in contacting the customer. We feel she was difficult to deal with and rudely put the telephone down on me on several occasions. Our estimate clearly stated that our contract was with her and not her insurers. When an interim payment was requested to cover scaffolding and material costs, she informed us that she was unable to cover this; we therefore requested that she should approach her insurers for prompt payment. We did not “persistently” chase her for money. A detailed report of works to be undertaken was clearly laid out in our estimate. Additional works were carried out at no extra charge. I feel the customer was rude to me, my employees, making working arrangements very difficult. Our timing was badly affected by the adverse weather conditions and the score for reliability and timekeeping is therefore, I feel, inappropriate. Materials were not placed on site. We worked out of our van because of the weather. The quality of our workmanship was accepted by the insurers, who paid us at the end of our contract. The customer never honoured her contract and still owes us the excess fee.