MM
Mathilda M
1 reviews | Active since Nov 2015
30 Aug 2023, 16:28
Horrible Customer Care service
After Purchase customer care service is **********. I have never seen such before. Most of the issued I have were reported before I even moved in and was assured they were resolved and now when we do enhancements to the house then same issues we previously reported become evident. Case in Point, we reported that the tiles in the guest toilet were not installed properly, the garage steel rails are misaligned and many other issue in Nov 2022. Today the issues detailed above are not resolved and in an attempt to reinstall the toilet tiles, their team broke the toilet paper holder, left the mirror uninstalled for over a month and are now saying they will not repair the misaligned rails because we installed a garage door motor and this invalidates the warranty. Clearly their expectation is for us to wait for them forever and a day not make any improvements to our houses 6 Months after moving. 3 months into Retention which I have no idea when it will be completed. This is a nightmare!!!!!!
Helpful (0)
Replies (4)0
Replies (4)
Cosmopolitan Projects's replyOfficial
31 Aug 2023, 08:20Good Morning Mathilda M
Per the conversation with our client service manager yesterday, we did go through previous complaints.
We do not have reported faults for the above. Nothing was noted on the initial snag list after your inspection, nor were these items mentioned on your 3 month inspection which is in process.
The misaligned rails come into mention only after private works was attended by a private motor gate contractor, not part of Cosmo. This unfortunately would affect our undertaking to assist with repairs if an external contractor has worked on our installation.
Myself and the manager have reviewed all the snag report opportunities, none of the above have been recorded previously.
You do mention you spoke to one of our agents on site. We are in process of investigating with him what was said and/or agreed.
We are at a disadvantage, to motivate repairs, since there is no recorded fault logs for the issues you raise.
We will give you feedback today.
Kind regards
Isalina Barreto
Per the conversation with our client service manager yesterday, we did go through previous complaints.
We do not have reported faults for the above. Nothing was noted on the initial snag list after your inspection, nor were these items mentioned on your 3 month inspection which is in process.
The misaligned rails come into mention only after private works was attended by a private motor gate contractor, not part of Cosmo. This unfortunately would affect our undertaking to assist with repairs if an external contractor has worked on our installation.
Myself and the manager have reviewed all the snag report opportunities, none of the above have been recorded previously.
You do mention you spoke to one of our agents on site. We are in process of investigating with him what was said and/or agreed.
We are at a disadvantage, to motivate repairs, since there is no recorded fault logs for the issues you raise.
We will give you feedback today.
Kind regards
Isalina Barreto
Cosmopolitan Projects's reply31 Aug 2023, 08:20
Official
Good Morning Mathilda M
Per the conversation with our client service manager yesterday, we did go through previous complaints.
We do not have reported faults for the above. Nothing was noted on the initial snag list after your inspection, nor were these items mentioned on your 3 month inspection which is in process.
The misaligned rails come into mention only after private works was attended by a private motor gate contractor, not part of Cosmo. This unfortunately would affect our undertaking to assist with repairs if an external contractor has worked on our installation.
Myself and the manager have reviewed all the snag report opportunities, none of the above have been recorded previously.
You do mention you spoke to one of our agents on site. We are in process of investigating with him what was said and/or agreed.
We are at a disadvantage, to motivate repairs, since there is no recorded fault logs for the issues you raise.
We will give you feedback today.
Kind regards
Isalina Barreto
Per the conversation with our client service manager yesterday, we did go through previous complaints.
We do not have reported faults for the above. Nothing was noted on the initial snag list after your inspection, nor were these items mentioned on your 3 month inspection which is in process.
The misaligned rails come into mention only after private works was attended by a private motor gate contractor, not part of Cosmo. This unfortunately would affect our undertaking to assist with repairs if an external contractor has worked on our installation.
Myself and the manager have reviewed all the snag report opportunities, none of the above have been recorded previously.
You do mention you spoke to one of our agents on site. We are in process of investigating with him what was said and/or agreed.
We are at a disadvantage, to motivate repairs, since there is no recorded fault logs for the issues you raise.
We will give you feedback today.
Kind regards
Isalina Barreto
MM
Mathilda M's updateReviewer Update
18 Sept 2023, 15:15Images shared with Keo had the rail issue together with many other issues such as visitors Toilet tiles which were not fixed before moved in but as part of retention. This back and forth, fights to get issues repaired is quite tiring and I'm not the only with issues, the entire community in village 3 is exhausted from the fights to get issues repaired.
Just the other day there was a heavy wind and solar panels were lose and making so.much noise, the butler doors are rusting less than six months from moving it, all this is just tiring.
Just the other day there was a heavy wind and solar panels were lose and making so.much noise, the butler doors are rusting less than six months from moving it, all this is just tiring.
MM
Mathilda M's update18 Sept 2023, 15:15
Reviewer Update
Images shared with Keo had the rail issue together with many other issues such as visitors Toilet tiles which were not fixed before moved in but as part of retention. This back and forth, fights to get issues repaired is quite tiring and I'm not the only with issues, the entire community in village 3 is exhausted from the fights to get issues repaired.
Just the other day there was a heavy wind and solar panels were lose and making so.much noise, the butler doors are rusting less than six months from moving it, all this is just tiring.
Just the other day there was a heavy wind and solar panels were lose and making so.much noise, the butler doors are rusting less than six months from moving it, all this is just tiring.
MM
Mathilda M's updateReviewer Update
18 Sept 2023, 15:19Oh and I received no feedback from your office on the 31 August or any day after. I informed your agent Pamela about the images sent to Keo in Nov 2022 but she was not interested to do any investigation to get to the bottom of this. All she cared about was the fact that we installed the garage motor 6 months after moving in and 9 months after the issue was reported the first time. As we speak the retention you're referring to in not signed off as yet.
MM
Mathilda M's update18 Sept 2023, 15:19
Reviewer Update
Oh and I received no feedback from your office on the 31 August or any day after. I informed your agent Pamela about the images sent to Keo in Nov 2022 but she was not interested to do any investigation to get to the bottom of this. All she cared about was the fact that we installed the garage motor 6 months after moving in and 9 months after the issue was reported the first time. As we speak the retention you're referring to in not signed off as yet.
Cosmopolitan Projects's replyOfficial
18 Sept 2023, 15:51Good Afternoon Ms Maphothoma
Per our discussion on 31 August, I did confirm with you we cannot attend to any complaints on an item, once a private contractor, appointed by yourself, has worked on any item of our product.
Also we did discuss that you do have our formal complaint channels which helps us to ensure you are assisted.
Complaining to builders on site and sales personal are not the right platform for Client Service Complaints.
I had provided you with the correct channels.
You may be aware the solar panels issue has already been actioned after unusual winds, as has the rust on driveway gates been an initiative by Cosmo.
You do have our office contract details, our main line ***) and my direct line ***).
As advised these channels are also available on our website.
I will not be responding on this platform again since Hello Peter is not a formal channel of our company.
Kind regards
Isalina Barreto
Per our discussion on 31 August, I did confirm with you we cannot attend to any complaints on an item, once a private contractor, appointed by yourself, has worked on any item of our product.
Also we did discuss that you do have our formal complaint channels which helps us to ensure you are assisted.
Complaining to builders on site and sales personal are not the right platform for Client Service Complaints.
I had provided you with the correct channels.
You may be aware the solar panels issue has already been actioned after unusual winds, as has the rust on driveway gates been an initiative by Cosmo.
You do have our office contract details, our main line ***) and my direct line ***).
As advised these channels are also available on our website.
I will not be responding on this platform again since Hello Peter is not a formal channel of our company.
Kind regards
Isalina Barreto
Cosmopolitan Projects's reply18 Sept 2023, 15:51
Official
Good Afternoon Ms Maphothoma
Per our discussion on 31 August, I did confirm with you we cannot attend to any complaints on an item, once a private contractor, appointed by yourself, has worked on any item of our product.
Also we did discuss that you do have our formal complaint channels which helps us to ensure you are assisted.
Complaining to builders on site and sales personal are not the right platform for Client Service Complaints.
I had provided you with the correct channels.
You may be aware the solar panels issue has already been actioned after unusual winds, as has the rust on driveway gates been an initiative by Cosmo.
You do have our office contract details, our main line ***) and my direct line ***).
As advised these channels are also available on our website.
I will not be responding on this platform again since Hello Peter is not a formal channel of our company.
Kind regards
Isalina Barreto
Per our discussion on 31 August, I did confirm with you we cannot attend to any complaints on an item, once a private contractor, appointed by yourself, has worked on any item of our product.
Also we did discuss that you do have our formal complaint channels which helps us to ensure you are assisted.
Complaining to builders on site and sales personal are not the right platform for Client Service Complaints.
I had provided you with the correct channels.
You may be aware the solar panels issue has already been actioned after unusual winds, as has the rust on driveway gates been an initiative by Cosmo.
You do have our office contract details, our main line ***) and my direct line ***).
As advised these channels are also available on our website.
I will not be responding on this platform again since Hello Peter is not a formal channel of our company.
Kind regards
Isalina Barreto