We had our hybrid floors installed by Trevor's Carpets and it's the worse decision we've made in the entire build process. A number of our walls were damaged, a portion of the living room floor has a giant cut mark running across it, the floor in the study moves, and the house was left in a mess that literally took us hours to clean. I called [Name Removed] on the 23rd October to advise of the damages and he said someone from the customer service team would call me 'early next week to discuss'. I told him that we were moving into the house the following weekend and I needed somebody to call on Monday so we could get this sorted asap. I sent photos of the damage to [Name Removed] via email. On Monday 25 October [Name Removed] from the customer service team called and said he would organise somebody to come and look at the damage on either Wednesday or Thursday. I advised him that as both my husband and I work full time it's difficult for us to take time off work to be there for the inspector, but if they called my husband when they were planning on coming he would try his best to be there. I also advised [Name Removed] that I had already sent some photos of the damage to [Name Removed], [Name Removed] replied "Oh, that will be useful in assessing the damage" - so I can only assume that this email hadn't even been forwarded on to him prior to his phone call.On Thursday 28 October my husband received a call from the inspector that he was coming to look at the damage. My husband said he would try his best to be there. The inspector was rude, argumentative and had obviously come to our house with the intention of intimidating us into accepting that all of the damage was covered as 'acceptable' in the clause of the contract. He also basically implied that we had cut the floorboards ourselves, although I'm not sure how he thinks that this is possible considering we weren't living in the house and had no furniture in the house. He had the same attitude about the weird drip marks that had appeared higher up on the study walls, saying that they don't use glue so it couldn't have been them. Considering that the damage wasn't there prior to floor's installation I'm not sure who else could have made it. Also, apparently the moving portion of floor in the study is within the 5mm allowance, meaning we just need to deal with. He did mention if it becomes an issue later on we can contact them to let them know. (Not quite sure how much more of an issue it's supposed to become?)After the visit, I called [Name Removed] from customer service and passed on the feedback my husband had given and asked him why they would send such a rude person to assess the damage who from the get go just set out to be argumentative and intimidating. I also reminded [Name Removed] that I had been the one pushing for them to come and inspect the house prior to us moving in because I had wanted to avoid the risk of them claiming we had damaged the walls etc ourselves and now this is exactly what the inspector was claiming. His exact words to me were "I don't exactly know what you want me to do?" I told him I wanted him to fix the issue. He said "Ok, I'll see what I can do."This was six days ago and we still haven't heard back from them. I can only assume they send extremely rude and argumentative inspectors in the hopes of intimidating their customers to not to follow up on damages.I have photos of the damage, and in some of them you can see the mess that was left behind. I didn't realise this was going to escalate so I hadn't bothered to take more photos of the house prior to us cleaning.I know that the damage isn't huge, but because they are literal holes in the plaster it's still going to take quite an effort to patch and repaint. I haven't even included the more minor dents.Save yourself the headache we're currently dealing with and go with somebody else.Today (4 November) I received a phone call at 7:45am to advise that they had ordered some replacement parts to fix the damage but that it wouldn't be in until next month. I asked the lady what was happening about the damaged walls and she replies, "I don't know about any damaged walls, Neil has just advised that we were doing this as a good will gesture".I am at an absolute loss for words. They damage our property and now apparently they're doing US a favour by fixing a portion of the damage and ignoring the other issues.
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