Jack
I have spoken to
Dominic Snape and discussed the fact that we are adamant the carpet has been
uplifted and the fact that in our picture there looks like a tack was inserted
in line with the row of brown tufts that are now missing and as we feel strongly
that we are not responsible for the problems other than the step I have
therefore offered him the following options
1.
Produce an email within a month of the
installation where he notified us of the carpet lifting that we have negated to
resolve and we will cover all costs.
2.
As we have dropped the ball on
rectifying the skewed step which we will acknowledge he did notify us of shortly
after installation we will give him 25% off the estimate for rectifying the
works.
3.
In recognition of his ability to
recommend us for further works and in recognition of his future business we will
give him a credit note for the value of the money he pays us to rectify this job
redeemable against a future project thereby showing good will on both
parties.
I have left it that he
will come back to you with his decision and you are authorised to proceed on
this basis. He said he will look at his emails and talk to his client and get
back to you.
DG
"Getting under
peoples feet
since
1983"
Head
Office
Unit 32
Stadium Studios
T: 020 8879
0485
F: 020 8947
5432
From: Jack Barton (Mr Carpet)
[mailto:jackbarton@mr-carpet.co.uk]
Sent: 23 February 2018 19:46
To: davidguyan@mr-carpet.co.uk
Subject: Complaint
Hi
Dave,
Sorry to
disturb, there’s an email chain below from a Customer who is complaining about a
carpet fitted at the start of April last
year & he is persistent in asking for a Director. Below is a
series of events (I know this is super long but want you to be fully clued
up).
P27595
Development & Property Services Ltd (Dominic
Snape)
Fitting
Address:
07764-607259
·
·
Customer came in last year at
some point (Myself & Adrian are pretty sure it was around summer time) &
said a step was wonky so we needed to fix it (photo #3)
·
I
booked
·
I
hadn’t heard from Customer until he came in at the end of January this year
& said about the step being wonky (which I recalled, & thought we had
sorted then realised we hadn’t) but he also mentioned that the Top Landing was
fraying (photo #4) & the
1st Floor Landing looked terrible & was also fraying at the edges
(photo #5 &
#6)
·
I
went round to the property on 9th February to see what was what &
concluded the following on site:-
1. Step to
Rear Bed needs to be straightened, may be able to tweak the existing
piece.
2. Top Floor
Landing: it appeared as though
when the carpet was fitted it had been cut across a loop as it ran down the
riser & I conceded this point to the Customer as this loop could have then
been caught, but there is then no doubt that the yarn has been pulled further
& further & then eventually cut off (bear in mind that the customer has
shown me a photo of this at the early stages of fraying which he says was from a
month after install so this hasn’t all pulled out in one hit). This point was
discussed while at the property as this could have been remedied much earlier on
& I stressed that due to that he would need to purchase a new
piece of carpet as it is not of our doing.
3.
1st Floor Landing has clearly been uplifted & poorly
relayed as it has nearly no tension in it, is baggy up the banister, & loops
are pulling up at the Bathroom doorway & at the architrave where they would
have originally been bolstered down but the tenant of the property claimed the
carpet had “never been up” & “had been like it since day one” – to which the Customer nodded – I stated
outright that there is absolutely no way Adrian would have left it how it is now
& pointed out that the carpet is tightly fitted in all of the adjoining
areas.
4. Remainder
of job is fitted absolutely fine but bottom winders on top flight could do with
a re-stretch to tighten them a touch.
·
When I got back to the shop
Nigel actually found the photos sent through by
·
I
then emailed the customer telling him that these weren’t issues caused by Mr
Carpet (bar the skewed step) & gave a solution to the issues, i.e. he must
pay to replace the top landing (as above, as discussed on site) & we will
straighten the skewed step & re-lay the 1st Floor Landing while
we are there as a gesture of goodwill (see my email
below).
·
In his response he stated
that he had “never reported
that these problems were evident when the carpet was laid but the problems
became apparent rather quickly and were reported to you” despite nodding to the
tenants claim that it had been like it “since day one” whilst I was at the
property & not actually getting in touch for some
months.
·
Furthermore,
“The attached photo
of the top landing was taken on 8th May ( approx. 4 weeks after
fitting) and you were sent this photo along with others. This clearly shows that
the carpet had already started to fray.”, I can confirm that we had
not been ‘sent this photo along with others’ as we had not received any
email correspondence from the customer since March 2017 (i.e. before the
fitting), the only communication had been when he got in touch about the wonky
step which must have been by phone or in the shop.
·
Also “Similar problems
are repeating elsewhere”, there are actually no
issues throughout the remainder of the property – the only thing of note would
be that the bottom winders on the top flight could do with a little
stretch.
·
I’ve since sent the customer
a quote to do what we said.
·
He has replied as below
saying we should be sorting it.
·
I
then re-iterated points I’ve already made; he has replied directly to each
element (in red) stating that he chased loads of times & that I basically
never did anything about it. I know he chased shortly after he had first got in
touch (as previous, I’m sure this was around summer time) to see when we could
get round, but he certainly didn’t chase loads of times otherwise this most
definitely wouldn’t be going on!
To
summarise, we needed to fix a skewed step but it never happened, other elements
are now in a poor way & he’s making it out as though they were always issues & that he’s been bang on
my case about it constantly. I
would have thought that if the fraying issue in particular was present when
I think
he got in touch (summer time) he wouldn’t have left it another 6/7 months to get
back in touch again!?
I know you
are incredibly busy but if you can please get in touch with him that would be
appreciated – let me know if any queries (bear in mind I’m off now until Tuesday
but feel free to call me on my personal mobile – 07709069676 – if you can’t get
through on the work mobile).
Thanks &
sorry to trouble you with this,
All the
best,
Jack
Jack
Barton
Mr Carpet
Ltd
70 Lower
Richmond Road
Putney
SW15
1LL
T: 020 8789
3133
F: 020 8780
2140
E:
jackbarton@mr-carpet.co.uk
www.mr-carpet.co.uk
P Please
consider the environment before printing this
e-mail
From: Dominic Snape
[mailto:
Sent: 23 February 2018
10:56
To: 'Jack Barton (Mr
Carpet)'
Subject: RE: Mr Carpet
- Quotation
Dear
Jack,
I have to say that
I am extremely disappointed by your response to this matter. As a Project
Manager and specifier I have placed orders for two separate houses with your
company and had hoped that we could continue to work together on current and
future projects.
I have responded
to your comments below, however as previously requested please could you refer
this matter to a Director and ask that they contact me. Alternatively please
could you provide me with their details.
Regards
Dominic
Dominic
Snape
Managing
Director
Development
& Property Services Ltd
Development &
Property
Services
W4
2UB
Mob:
07764 607259
We would encourage
you to consider the environment, please only print this email if absolutely
necessary.
This email
and any attachments to it may be confidential and are
intended solely for the use of the individual to whom it is addressed. If
you are not the intended recipient of this email, you must neither take any
action based on it's contents, nor copy or show it to anyone. Please notify our
IT department via email at info@devprop.co.uk and then immediately delete,
erase or otherwise destroy this email and any copies of it. Addressees should
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the absence of viruses in this email. For the purposes of this email "the
Company" means Development & Property Services Ltd. Registered Office
Address;
From: Jack Barton (Mr Carpet)
[mailto:jackbarton@mr-carpet.co.uk]
Sent: 22 February 2018 21:39
To:
Subject: RE: Mr Carpet -
Quotation
Dominic,
The turn on
the Top Landing in its current
state appears like it was not fitted perfectly but the photographic evidence
from the day of the installation confirms otherwise. When we met at the property
you accepted that the carpet where cut in a 90 degree corner was not properly
folded / finished and it is this that has caused the fraying in the corner of
the cut. Possibly a trim may have helped prevent this. The photo from the day of
fitting simply shows that at that time the carpet had not frayed but the phot
taken some 4 weeks afterwards showed that fraying had started. Carpet should be
fitted so that cuts and edges do not fray within 4 weeks.
What has
happened on the Top Landing is not something that happens by itself, when
the loop first came loose it should have been resolved as soon as possible &
not left to worsen. The fraying has resulted
because the edge has not been properly fitted / finished. You were notified by
me that the carpet was fraying as soon as I was made aware which is when I took
the photo. Indeed I came into your Putney showroom explained the problems with
the carpet and showed you / your colleagues the photographs. I was advised that
you would ask the fitters to return.
I
acknowledge that we had been advised of the skewed step post installation but I
was not advised of the Top Landing issue nor the 1st Floor Landing
issue. This is not correct your staff
were advised by me in person on 4/5 occasions when I chased. We booked to return to remedy
the skewed step, but this was then cancelled out. If we had cancelled the
appointment ourselves we would have booked it back in again as a matter of
protocol. Therefore, I can only assume that you had cancelled it out yourself,
presumably the tenant couldn’t be there or access was not possible – I simply do
not know. I was not aware of any
appointment and an appointment was not cancelled by either me or the client. Are
you assuming and presuming because you have no records of this appointment – how
was it communicated and to who ? Once the appointment
was cancelled out by you (not by me) we would have been awaiting
further correspondence from yourself to book it back in again. As I do not
frequent the property I do not see the issues on a regular basis for them to
remind me that they need fixing, therefore it was the responsibility of the
tenant or yourself to follow this up at a much earlier date. I do not visit the property
either but was notified by the owner that the carpet was getting worse. As
detailed above I must have come into the showroom 4/5 times to chase these
repairs and made several phone calls. I was told that your fitters were working
outside the area and were extremely busy. Each time I chased I was told that
someone would be in touch. Like yourself I move onto other projects but this
does not change the fact that the defects occurred early, you were notified
about them and asked to resolve and you have failed to do
so.
I do not
accept that the state of the 1st Floor Landing is an issue caused by
Mr Carpet & therefore it is not something we should have to
resolve. The carpet has become loose
and as seen on site there are similar signs of this on the staircase carpet
leading to the top floor. You said that this should be stretched. Furthermore
the carpet is fraying on the threshold to the
bathroom.
Due to the
extent of damage to the Top Floor Landing I do not accept that this is something
that Mr Carpet should have to resolve. I
disagree.
I do accept
that the step to the Rear Bedroom needs to be straightened. Please straighten and ensure
that in doing so there is enough carpet at the edges to be properly fixed so as
to prevent fraying.
I had
presented a quotation to replace the Top Floor Landing & allowed for our
fitter to rightly remedy the step to the Rear Bedroom free of charge &
re-fit the 1st Floor Landing as a gesture of goodwill; it is a shame
you are not happy to proceed on this basis.
I am more
than happy to forward all correspondence on this matter to my Director for
review. Please
Regards,
Jack
Jack
Barton
Mr Carpet
Ltd
70 Lower
Richmond Road
Putney
SW15
1LL
T: 020 8789
3133
F: 020 8780
2140
E: jackbarton@mr-carpet.co.uk
www.mr-carpet.co.uk
P Please
consider the environment before printing this
e-mail
From: Dominic Snape [mailto:d.snape@devprop.co.uk]
Sent: 22 February 2018
18:49
To: 'Jack Barton (Mr
Carpet)'
Subject: RE: Mr Carpet
- Quotation
Dear
Jack,
I cannot see why
my client should have to pay for the top landing as the defect has arisen from
poor fitting. Secondly my client would be paying for the carpet to relay the
step which again has been poorly fitted. These matters should be rectified at Mr
Carpet’s cost.
Can I please ask
that a Director of the company reviews this matter and contacts
me.
Kind
Regards
Dominic
Dominic
Snape
Managing
Director
Development
& Property Services Ltd
Development &
Property
Services
W4
2UB
Mob:
07764 607259
We would encourage
you to consider the environment, please only print this email if absolutely
necessary.
This email
and any attachments to it may be confidential and are
intended solely for the use of the individual to whom it is addressed. If
you are not the intended recipient of this email, you must neither take any
action based on it's contents, nor copy or show it to anyone. Please notify our
IT department via email at info@devprop.co.uk and then immediately delete,
erase or otherwise destroy this email and any copies of it. Addressees should
check this email for viruses. The Company makes no representations as regards
the absence of viruses in this email. For the purposes of this email "the
Company" means Development & Property Services Ltd. Registered Office
Address;
From: Jack Barton (Mr Carpet)
[mailto:jackbarton@mr-carpet.co.uk]
Sent: 22 February 2018 18:40
To:
Subject: Mr Carpet -
Quotation
Good evening
Dominic,
Please find the quotation
attached for the Top Landing at
If you have any further
queries please do not hesitate to contact me.
Best
Regards,
Jack
Jack
Barton
Mr Carpet Ltd
Putney
SW15
1LL
T: 020
8789 3133
F: 020
8780 2140
E: jackbarton@mr-carpet.co.uk
www.mr-carpet.co.uk
P
Please
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From: Dominic Snape
[mailto:
Sent: 21 February 2018
18:15
To: 'Jack Barton (Mr
Carpet)'
Cc: Sara
O'Rorke
Subject: RE: Mr Carpet
-
Importance: High
Dear
Jack,
Could you please
respond to my email of 9 February, copied below.
Thanks
Dominic
Dominic
Snape
Managing
Director
Development
& Property Services Ltd
Development &
Property
Services
W4
2UB
Mob:
07764 607259
We would encourage
you to consider the environment, please only print this email if absolutely
necessary.
This email
and any attachments to it may be confidential and are
intended solely for the use of the individual to whom it is addressed. If
you are not the intended recipient of this email, you must neither take any
action based on it's contents, nor copy or show it to anyone. Please notify our
IT department via email at info@devprop.co.uk and then immediately delete,
erase or otherwise destroy this email and any copies of it. Addressees should
check this email for viruses. The Company makes no representations as regards
the absence of viruses in this email. For the purposes of this email "the
Company" means Development & Property Services Ltd. Registered Office
Address;
From: Dominic Snape
[mailto:
Sent: 09 February 2018
17:58
To: 'Jack Barton (Mr
Carpet)'
Cc: Sara O'Rorke
(saraororke@Cordltd.com)
Subject: RE: Mr Carpet -
Hi
Jack,
Thanks for meeting
with me today and for your response.
I am unable to
agree or accept your conclusions. I have never reported that these problems were
evident when the carpet was laid but the problems became apparent rather quickly
and were reported to you. The attached photo of the top landing was taken on
8th May ( approx. 4 weeks after fitting) and you were sent this photo
along with others. This clearly shows that the carpet had already started to
fray. As seen on site the fold near the corner is inadequate and this has
resulted in the carpet fraying.
Similar problems
are repeating elsewhere. The carpet to the landing is out of alignment as
reported.
This is the second
project that I have placed with your company and I had hoped that we would be
able to develop a good working relationship, there are numerous projects coming
up however I would like to see these problems resolved before placing more
orders.
Please refer this
matter to a director of the company.
Regards
Dominic
Dominic
Snape
Managing
Director
Development
& Property Services Ltd
Development &
Property
Services
W4
2UB
Mob:
07764 607259
We would encourage
you to consider the environment, please only print this email if absolutely
necessary.
This email
and any attachments to it may be confidential and are
intended solely for the use of the individual to whom it is addressed. If
you are not the intended recipient of this email, you must neither take any
action based on it's contents, nor copy or show it to anyone. Please notify our
IT department via email at info@devprop.co.uk and then
immediately delete, erase or otherwise destroy this email and any copies of it.
Addressees should check this email for viruses. The Company makes no
representations as regards the absence of viruses in this email. For the
purposes of this email "the Company" means Development & Property Services
Ltd. Registered Office Address;
From: Jack Barton (Mr Carpet) [mailto:jackbarton@mr-carpet.co.uk]
Sent: 09 February 2018
16:23
To: d.snape@devprop.co.uk
Subject: Mr Carpet -
Good Afternoon
Dominic,
Further to my visit
earlier today; I returned to the office & spoke with my manager ‘Nigel’ who
recalled that we had received photos from the fitter back in April last year
when it was installed.
Please see the attached
photos as aforementioned; these show that the top landing was neither fraying
nor problematic when installed; likewise the 1st floor landing is
tight & neat, the combination of these photos & what I have seen today
confirms that the issues are things that have happened afterwards. Nevertheless,
I want to help get the issues resolved for you in a cost effective & swift
manner.
As discussed, I can give
you a price for the replacement carpet for the Top Landing inclusive of the
installation of this area, should you proceed with this then while the fitter is
at the property he can tend to the 1st Floor Landing & sort out
the step to the rear bedroom.
The only other way I
could go about this & minimise costs would involve the works you had
mentioned for other properties. If an order were placed for works elsewhere we
may be able to squeeze this aspect on to that order dependant on the size of
it.
I will work out the
costing for the top landing & advise ASAP, should you wish to proceed with
the latter method then please let me know.
Best
Regards,
Jack
Jack
Barton
Mr Carpet Ltd
Putney
SW15
1LL
T: 020
8789 3133
F: 020
8780 2140
E: jackbarton@mr-carpet.co.uk
www.mr-carpet.co.uk
P
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