AB
Aysha B
1 reviews | Active since Feb 2022
08 Feb 2022, 08:38
WHEN YOU WANT THE MONEY YOU TAKE IT BUT WHENTHE WORK NEEDS TO BE COMPLETED NO ONE CAN HELP. STOP THE CONFUSION AND SORT MY CLAIM
I am still waiting for my claim to be resolved. The plumbers have fixed the leak – however I cannot use the bathroom since the 19th January. Today is the 7th February and still not resolved. There is so much confusion between dial direct, assessing company and contractors. the scope of work to be done is not aligned to what the claim has been approved. I have called and email numerous times to receive an sms stating that my claim has been settled satisfactorily. I am still waiting for someone to call me, i am still waiting to use my shower which i cannot do so as advised by the plumber that broke the tiles and fixed the leak. i am inconvenienced that i have to arrange to shower at other peoples houses.
Helpful (0)
Replies (11)0
Replies (11)
Dialdirect's replyOfficial
08 Feb 2022, 10:44Hello Aysha,
We would like to apologise for the service you have received.
Our team will be in contact with you to assist.
Kind Regards,
The Dialdirect Team
We would like to apologise for the service you have received.
Our team will be in contact with you to assist.
Kind Regards,
The Dialdirect Team
Dialdirect's reply08 Feb 2022, 10:44
Official
Hello Aysha,
We would like to apologise for the service you have received.
Our team will be in contact with you to assist.
Kind Regards,
The Dialdirect Team
We would like to apologise for the service you have received.
Our team will be in contact with you to assist.
Kind Regards,
The Dialdirect Team
AB
Aysha B's updateReviewer Update
09 Feb 2022, 09:13I was contacted yesterday will a long story of which nothing was resolved. I requested for the manager to call me as three weeks now i have to drive to people houses to go and shower - i requested that i be provided with feedback on how i will be compensated for this as i need to pay the people for the water i am using to shower there as well as driving to them. i was told that they cannot assist with that and i will have to wait for this claim to be resolved. To this minute dial direct has not called me but rather Fortunate from Digital assessing who provided a conference call with the contractor. The call was based on how they can assist me to resolve this. Portia from the contractor blatantly lies about the time I requested last friday as when the time proposed 10am (she said that cannot assist) or for 15h30 she said her workers already knock off at that time and will only be able to make Monday. When i said that this is unacceptable she advised she will called me back and when she did miraculously they could make 10am. on the call yesterday she said she never told me this and they work everyday from 08h00 to 17h00. Just more contradictions and nothing resolved. On Friday they took a sample of the tile. on the call yesterday i am told that they will call me today to make an appointment to show the samples. this morning i am called and told that they have to go and look for the samples as the suppliers were closed already. They had from Monday to look - so that means i have to wait for how long again. I would like to ask a question. The scope of work clearly indicate to replace the tiles on the two walls, what happens if the tiles are not like for like am i going to have two walls with one tile and another two walls with another tile. that is UNACCEPTABLE. should the same tile not be found the entire bathroom tiles needs to be replaced. Why am i paying for an insurance that want to make my bathroom look like ....... disappointed
AB
Aysha B's update09 Feb 2022, 09:13
Reviewer Update
I was contacted yesterday will a long story of which nothing was resolved. I requested for the manager to call me as three weeks now i have to drive to people houses to go and shower - i requested that i be provided with feedback on how i will be compensated for this as i need to pay the people for the water i am using to shower there as well as driving to them. i was told that they cannot assist with that and i will have to wait for this claim to be resolved. To this minute dial direct has not called me but rather Fortunate from Digital assessing who provided a conference call with the contractor. The call was based on how they can assist me to resolve this. Portia from the contractor blatantly lies about the time I requested last friday as when the time proposed 10am (she said that cannot assist) or for 15h30 she said her workers already knock off at that time and will only be able to make Monday. When i said that this is unacceptable she advised she will called me back and when she did miraculously they could make 10am. on the call yesterday she said she never told me this and they work everyday from 08h00 to 17h00. Just more contradictions and nothing resolved. On Friday they took a sample of the tile. on the call yesterday i am told that they will call me today to make an appointment to show the samples. this morning i am called and told that they have to go and look for the samples as the suppliers were closed already. They had from Monday to look - so that means i have to wait for how long again. I would like to ask a question. The scope of work clearly indicate to replace the tiles on the two walls, what happens if the tiles are not like for like am i going to have two walls with one tile and another two walls with another tile. that is UNACCEPTABLE. should the same tile not be found the entire bathroom tiles needs to be replaced. Why am i paying for an insurance that want to make my bathroom look like ....... disappointed
AB
Aysha B's updateReviewer Update
14 Feb 2022, 08:50engagements have been taking place between the supplier, contractor and dial direct. i was told that an exact tile that i have in my bath has been sourced and they have ordered. i should have this by Friday. Friday has come and gone and no contact to advise when the tiles will be provided to be completed in my bathroom... another day gone by with where i cannot use my shower. how much more patience do i need to have ? no one is inconvenienced except for my family and i. as we need to go and shower my peoples places and nothing comes for free
AB
Aysha B's update14 Feb 2022, 08:50
Reviewer Update
engagements have been taking place between the supplier, contractor and dial direct. i was told that an exact tile that i have in my bath has been sourced and they have ordered. i should have this by Friday. Friday has come and gone and no contact to advise when the tiles will be provided to be completed in my bathroom... another day gone by with where i cannot use my shower. how much more patience do i need to have ? no one is inconvenienced except for my family and i. as we need to go and shower my peoples places and nothing comes for free
Dialdirect's replyOfficial
14 Feb 2022, 09:00Hello Aysha,
We would like to apologise for the service you have received.
Our team will be in contact with you to assist.
Kind Regards,
The Dialdirect Team
We would like to apologise for the service you have received.
Our team will be in contact with you to assist.
Kind Regards,
The Dialdirect Team
Dialdirect's reply14 Feb 2022, 09:00
Official
Hello Aysha,
We would like to apologise for the service you have received.
Our team will be in contact with you to assist.
Kind Regards,
The Dialdirect Team
We would like to apologise for the service you have received.
Our team will be in contact with you to assist.
Kind Regards,
The Dialdirect Team
AB
Aysha B's updateReviewer Update
14 Feb 2022, 10:15Update received:
Emailed dated 09 February
Emailed dated 09 February
Good Afternoon Mam
Kindly note that the guys managed to get a supplier that can help us get the same exact tile. The store name is Tile Boutique in Randburg, however, we have to place an order and it will take about two days before we can get the tiles. We did place an order ( delivery will be on Friday) because we do not want to delay the claim any further.
kind regards,
Portia
Emailed dated 14th February
Emailed dated 14th February
Good Morning
May you kindly note I just called the supplier making a follow-up on the delivery and they indicated that they only place an order now and it will take 3 days for the order to be delivered, meaning we will be able to start with the repairs on Thursday. I apologize for the inconvenience caused by this.
Thank you,
Portia
I am trying to understand the contradiction here
I am trying to understand the contradiction here
AB
Aysha B's update14 Feb 2022, 10:15
Reviewer Update
Update received:
Emailed dated 09 February
Emailed dated 09 February
Good Afternoon Mam
Kindly note that the guys managed to get a supplier that can help us get the same exact tile. The store name is Tile Boutique in Randburg, however, we have to place an order and it will take about two days before we can get the tiles. We did place an order ( delivery will be on Friday) because we do not want to delay the claim any further.
kind regards,
Portia
Emailed dated 14th February
Emailed dated 14th February
Good Morning
May you kindly note I just called the supplier making a follow-up on the delivery and they indicated that they only place an order now and it will take 3 days for the order to be delivered, meaning we will be able to start with the repairs on Thursday. I apologize for the inconvenience caused by this.
Thank you,
Portia
I am trying to understand the contradiction here
I am trying to understand the contradiction here
AB
Aysha B's updateReviewer Update
16 Feb 2022, 11:47Two days later and i am still awaiting feedback after the last response
email dated 14 February
email dated 14 February
Hi Aysha
The contractor confirmed that she followed up with the manufacturer that is when she sent you the below email soon after she followed up expecting to have the tiles delivered latest by Saturday. Today when she saw that the tiles have not been delivered, she followed up again with the manufacturer and that’s when they confirmed that they only placed the order today.
Kind regards
| | | Fortunate Hove DAS Senior Complaints Handler
No further feedback after this email. Dial direct as my insurance company should assess this delay. order was to be placed last week Friday gets placed this Monday. i still cannot use my shower.
No further correspondence - Pathetic and disappointed
Again as part of this platform the same generic message to show that there will be contact but no contact or resolution
No further correspondence - Pathetic and disappointed
Again as part of this platform the same generic message to show that there will be contact but no contact or resolution
AB
Aysha B's update16 Feb 2022, 11:47
Reviewer Update
Two days later and i am still awaiting feedback after the last response
email dated 14 February
email dated 14 February
Hi Aysha
The contractor confirmed that she followed up with the manufacturer that is when she sent you the below email soon after she followed up expecting to have the tiles delivered latest by Saturday. Today when she saw that the tiles have not been delivered, she followed up again with the manufacturer and that’s when they confirmed that they only placed the order today.
Kind regards
| | | Fortunate Hove DAS Senior Complaints Handler
No further feedback after this email. Dial direct as my insurance company should assess this delay. order was to be placed last week Friday gets placed this Monday. i still cannot use my shower.
No further correspondence - Pathetic and disappointed
Again as part of this platform the same generic message to show that there will be contact but no contact or resolution
No further correspondence - Pathetic and disappointed
Again as part of this platform the same generic message to show that there will be contact but no contact or resolution
AB
Aysha B's updateReviewer Update
17 Feb 2022, 10:48The contractors are on site - however the scope of work is not aligned to what they need to do. I called the contracting company (Portia) she says the supervisors is on his way and will provide the scope of work. The guys onsite dont know what to do. they are not aligned with the scope of work and tell me they just repairing the corner where the hole was made by the plumber. However, after they chatted to Portia they now say they have to do both walls. Portia tells me i must contact Fortunate from Digital assessing and tell her to setup a conference call. I am the customers but i must do this - Really !!!!! i am awaiting to see the tile which will be brought by the supervisor as i would like to see the like for like. i am still waiting for the supervisor. I called Dial Direct and Aveshan who i thought was very helpful tells me he cant assist and need to speak to Digital Assessing to find out the scope of work. Yesterday i request feedback of teh scope of work because previously there was a discrepancy and today again. clearly this is a lack of communication between the three parties. Aveshan says that he will have to email Fortunate as he cant call her as they are in a call centre. I requested Aveshan to provide his manager number as this is unacceptable he even mentions that i could wait 48hours. the guys are on site and i am trying to help them so that the scope of work is done correctly. my bad. Fortunate finally does a conference call and explains the scope of work, and will email, received the email and now waiting for the job to be completed. lets see the outcome today. 2 days less of a month that i havent showered at home as i was unable to use my shower. this would of went on much longer had i not reacted to an sms advising me if i am happy with the work completed. The work was not done......
AB
Aysha B's update17 Feb 2022, 10:48
Reviewer Update
The contractors are on site - however the scope of work is not aligned to what they need to do. I called the contracting company (Portia) she says the supervisors is on his way and will provide the scope of work. The guys onsite dont know what to do. they are not aligned with the scope of work and tell me they just repairing the corner where the hole was made by the plumber. However, after they chatted to Portia they now say they have to do both walls. Portia tells me i must contact Fortunate from Digital assessing and tell her to setup a conference call. I am the customers but i must do this - Really !!!!! i am awaiting to see the tile which will be brought by the supervisor as i would like to see the like for like. i am still waiting for the supervisor. I called Dial Direct and Aveshan who i thought was very helpful tells me he cant assist and need to speak to Digital Assessing to find out the scope of work. Yesterday i request feedback of teh scope of work because previously there was a discrepancy and today again. clearly this is a lack of communication between the three parties. Aveshan says that he will have to email Fortunate as he cant call her as they are in a call centre. I requested Aveshan to provide his manager number as this is unacceptable he even mentions that i could wait 48hours. the guys are on site and i am trying to help them so that the scope of work is done correctly. my bad. Fortunate finally does a conference call and explains the scope of work, and will email, received the email and now waiting for the job to be completed. lets see the outcome today. 2 days less of a month that i havent showered at home as i was unable to use my shower. this would of went on much longer had i not reacted to an sms advising me if i am happy with the work completed. The work was not done......
AB
Aysha B's updateReviewer Update
21 Feb 2022, 08:50The trails of events leading to today. I am providing the entire “story” so that this escalation is provided with utmost truth and reality. Still no resolution
- My claim was submitted 19th January 2022
- The plumber came to do the repairs
- The assessor on site to review the damages and quote this
- Advised the assessor of the leakage that went from the bathroom into the kitchen – was told that if the tiles fall off I must then only advise
- Sent email: On the 27th January I received a call advising that the claim has been approved and the contractors will call me. On the 31st January I received an sms advising that my claim has been settled satisfactorily. I contacted dial direct who advised I must contact digital assessing solutions. I contacted and chatted to Refilwe who had to look up the claim and advised that the contractors appointed declined it and she would need to appoint another contractor. My question here is had I not called then another contractor would not be appointed. I was then called by Portia to arrange a time on Friday to meet me so the contactors could have me sign the scope of work. I advised that I was only available at 10am or after 15h30pm. she then advised then 10am is not possible and 15h30 is too late for the workers. After explaining to her that I am the customer and I should be accommodated, she said she will let me know,. She then called me 20 minutes later to advise that 10am was suitable. On meeting the contractors on site I was handed the scope of work to sign – I asked the contractors what work was being done and they advise they will be taking a sample of the tile and only replace that corner – however on the scope of work it is clearly stated very differently – it makes mention of the cistern being removed and to be replaced as well as the basin and the shower door, questioning this the workers said No that not what they will be doing. I signed the copy stating that I am will not agree to what they will be fixing as the scope of work states differently. Can I please be provided with a detailed explanation on this. Seems to be that what’s is being paid to the contractors and what work is being done is not the same. ( I have a copy on hand) I have been driving to peoples houses to shower since the 19th January and totally inconvenienced as I would need to compensate the people for using their water – this is hold the insurance company liable and it has been too long for my claim to be completed
- 7 Feb - I called the call centre and requesting assistance – Bev answered and after explaining she said she would place me on hold and find out more – after being on the call for 3 minutes she placed me on hold and after 14 min 35 sec still no revert. This costs me money every time I call and to be placed on hold indefinitely and no one returning my call.
- 8th Feb email sent - I have received no feedback and it gives me no option to take this now to social media – sent - I cannot go another day without using my shower and having to go out to people to bath
- 9 Feb logged with Hello Peter and Short Term Insurance (Ombudsman) – finally received a call from Aveshan
- 8th Feb received email from Fortunate - As per telephonically discussed, please note that the contractor will be in contact with you tomorrow to show you samples of tiles once they have sourced them from the suppliers. Should there be additional damages not in the scope of work, the contractor will provide us with a revised quote for the insurer's approval. Once again, please accept our sincere apologies for the frustration caused to you herein.
- 9th Feb – received email from Aveshan Please note I have tried to call however had reached your voicemail. Please note I have discussed the retiling with management and have been tasked to have the supplier provide us with a quote. This has been requested from the service provider and I will confirm once received.
- 9th Feb rep**** to Avesha - I don’t have any missed calls on my phone – not sure why it reached voicemail but thank you for sending this email. How many days before this claim will be sorted as I still need to have to shower and recompensate the people who have been kind enough to allow us to shower. I have also travelling costs that I have incurred due to this as I do believe that this should be considered as well – I can provide the detail upon request
- 9th Feb received email from Portia - Kindly note that the guys managed to get a supplier that can help us get the same exact tile. The store name is Tile Boutique in Randburg, however, we have to place an order and it will take about two days before we can get the tiles. We did place an order ( delivery will be on Friday) because we do not want to delay the claim any further
- 9th Feb received email from Aveshan - We confirm that supplier confirmed they have managed to match the tiles and complete retiling will not be necessary. They expect delivery by this Friday and will keep you updated. Kindly provide me with the list of costs and accompanying documentation if available in order for me to escalate your request to management
- 11 Feb – I called to request a follow-up as the delivery of tiles was 11 Feb and needed to arrange with my work so I could be on-site when the tiling takes place. – will follow-up was the answer
- 14 Feb after sending email to request feedback again. Received from Portia- May you kindly note I just called the supplier making a follow-up on the delivery and they indicated that they only place an order now and it will take 3 days for the order to be delivered, meaning we will be able to start with the repairs on Thursday. I apologize for the inconvenience caused by this. So another week gone by
- Sent email to Avesha – 14 Feb - Please see attached – I was again given the wrong information – the supplier only placed the order today yet I was told differently last week (attached for ease of reference all the communication received. Please can you review both emails and tell me what the issue is here. Another problem again – maybe these people are not qualified enough to do the job – you guys should really assess your contactors and suppliers – disappointed
- Response to 14th Feb from Aveshan My sincere apologises for this. @Fortunate Hove/THBO Trading kindly contact client as per my previous mail. Please ensure that delivery dates and repair dates are well planned, communicated and discussed with the client. Please contact the customer to discuss this delay.
- Response from Fortunate - Please accept our sincere apologies on the delay. The manufacturer of the tiles omitted to place the order timeously as per agreed last week. They only let us know today that they have placed the order only today as opposed to their last week feedback. We apologise for the inconvenience caused to you herein.
- My question to the response from Fortunate - On Friday did you not follow-up to find out if the order was placed ? How come you only know today ?
- Response from Portia - UPDATE: Tiles have been ordered, we still waiting for a delivery update. I will keep you posted in regards.
- Response on Portia email from Fortunate - The contractor confirmed that she followed up with the manufacturer that is when she sent you the below email soon after she followed up expecting to have the tiles delivered latest by Saturday. Today when she saw that the tiles have not been delivered, she followed up again with the manufacturer and that’s when they confirmed that they only placed the order today.
- Based on point number 14 I awaited feedback but to no avail until I followed up on 16th Feb - My last contact was received as per the attached – till today no courtesy call on the progress – disgusted – what is happening or is this another stall tactic. I am not happy with the people dial direct has appointed – firstly the delay is based on the them and I the customer continues to suffer. I will provide the detail of my petrol claim so that I will be reimbursed fully for this inconvenience.
- Response from Aveshan to Fortunate - Please may we have the service provider update and communicate with the customer regarding the repairs.
- Fortunate response from email received from Portia - Kindly note that the tiles will be collected today and repairs will start tomorrow as planned. We will also liaise with the client .
- My email to response from Fortunate - Nice one if I didn’t ask I wouldn’t know. So when was I going to be informed to make arrangements to be at home while you come and do the repairs – I work and need to make arrangements I am not a boss of my own. Before coming I want to know the entire scope of work as the last time it seemed that there was contradiction in what was going to be done
- Email received from Fortunate - The contractor will send you the scope of work and also confirm the appointment with you shortly.
- Portia email - As per our telephone conversation, may you kindly confirm when and what time should we come to start with the repairs? Kindly note that we just confirmed with our tiler that the job will take up to 4 days to complete
- My email response to Portia - As per our tele con you advised that they will come tomorrow at 09h30 – so what has changed from there that you now what me to confirm when I did confirm that it was fine – what are they coming to do tomorrow at 09h30. Also if this job is 4 days then will they be working over the weekend if they start tomorrow – kindly advise. What is the working hours ? what time do they start and end every day
- I sent a follow-up to Portia at 2.22 as no feedback provided and I needed to make arrangements at work – now please see updates to this job and trail of events (IN RED)
Feedback received from Portia - Tomorrow at 09h30- Prep work (thursday) Was called by Portia at 09h00 to open the door as the contractors are there to do the work – I advised Portia that as per email 09h30 and I on my way back from having a shower. I will be there shortly – when onsite – I requested the contractors on what work will be done as they did not have any scope of work with them – they advised just the corner yet the scope of work advised the two walls, removing the cistern, basin and shower doors. I called Aveshan who advised that he would need to speak to Fortunate and he cannot just get hold of here due to it being a call sentre so he would need to send her an email – I was very upset and irate. On chatting to Portia she advised that her contacrtots know what to do – but there was a contradiction in the work being done – I was not happy. She then advised that the supervisor is on the way and will provide the scope of work. The supervisor (MPHO) only came on site 4 hours later. Portia says that I must call Fortunate and setup a conference call – I was livid – is this my job to phone around. Finally ecieve the scope of work – to state the conttractors on site was totally confused. Finally received a call conference from Fortunate and Portia who advised that the scope of work will be done accordingly. When the supervisor arrived – the contractors were very despondent to remove the basin and cistern as they were afraid it would break. I was told by Mpho that the assessment was not done correctly as in her exact words: how does one remove the basin and cistern with damages being done – as it will not be as strong as originally. I must please go and look for a new basin and cistern and the insurance must pay – but she will get back to me – she needs to go and get something to eat as she is very hungry – came back a few hours later and then feedback is that they must replace the old and not ask otherwise they will have to pay for it themselves. She also complained about the quote done as the work required does not suffice the payment being received. *Remove and breaking out existing wall tiles and excess mortar from the wall and from site(rubble removal) ( I had to provide dustbin bags for the rubble as they did not have enough drop sheets *Remove shower doors – Doors removed and placed on the grass – the railing was removed but now dented (Please see pic stating the dent) *Chip and prepare existing surface to receive new tiles DAY 2 (friday) *Tiling- slate , grout and glue – The tiling was still ongoing and the grouting did not commence as yet – this was only done on Saturday and the job is not completed – how can I sign a scope of work advising that I am happy when the work is not completed DAY 3(Saturday) * Refit shower door – not done – toilet to fitted correctly as yet and the basin in not in – now I cannot use my bathroom at all. * clean site further damages to my property – the cement water was thrown down the drain – tiles were damaged as they tried to lift the grating on the floor. This needs to be fixed as it was not like that before the contractors were on site . – When trying to contact MPHO no answer sent message as well – advising that the job is not completed and the workers are complaining The contarctots were rushing to finish the job and complaining bitterly – there was one box of tiles that was not white and darker in colour which they placed – when advising them they did not listen and continued with the job – so now some of my tiles are not like for like. they only left site after 19h00 will an incompleted job and further damages to my property. All pictures attached for ease of reference. A job that was initially 4 days reduced to 3 days and NOT COMPLETED Woking hours Start : .9:30am End: 17:00pm I would like feedback on the way forward for all damages and the work not completed as well as being compensated now for all the issues and delays that have occurred.
AB
Aysha B's update21 Feb 2022, 08:50
Reviewer Update
The trails of events leading to today. I am providing the entire “story” so that this escalation is provided with utmost truth and reality. Still no resolution
- My claim was submitted 19th January 2022
- The plumber came to do the repairs
- The assessor on site to review the damages and quote this
- Advised the assessor of the leakage that went from the bathroom into the kitchen – was told that if the tiles fall off I must then only advise
- Sent email: On the 27th January I received a call advising that the claim has been approved and the contractors will call me. On the 31st January I received an sms advising that my claim has been settled satisfactorily. I contacted dial direct who advised I must contact digital assessing solutions. I contacted and chatted to Refilwe who had to look up the claim and advised that the contractors appointed declined it and she would need to appoint another contractor. My question here is had I not called then another contractor would not be appointed. I was then called by Portia to arrange a time on Friday to meet me so the contactors could have me sign the scope of work. I advised that I was only available at 10am or after 15h30pm. she then advised then 10am is not possible and 15h30 is too late for the workers. After explaining to her that I am the customer and I should be accommodated, she said she will let me know,. She then called me 20 minutes later to advise that 10am was suitable. On meeting the contractors on site I was handed the scope of work to sign – I asked the contractors what work was being done and they advise they will be taking a sample of the tile and only replace that corner – however on the scope of work it is clearly stated very differently – it makes mention of the cistern being removed and to be replaced as well as the basin and the shower door, questioning this the workers said No that not what they will be doing. I signed the copy stating that I am will not agree to what they will be fixing as the scope of work states differently. Can I please be provided with a detailed explanation on this. Seems to be that what’s is being paid to the contractors and what work is being done is not the same. ( I have a copy on hand) I have been driving to peoples houses to shower since the 19th January and totally inconvenienced as I would need to compensate the people for using their water – this is hold the insurance company liable and it has been too long for my claim to be completed
- 7 Feb - I called the call centre and requesting assistance – Bev answered and after explaining she said she would place me on hold and find out more – after being on the call for 3 minutes she placed me on hold and after 14 min 35 sec still no revert. This costs me money every time I call and to be placed on hold indefinitely and no one returning my call.
- 8th Feb email sent - I have received no feedback and it gives me no option to take this now to social media – sent - I cannot go another day without using my shower and having to go out to people to bath
- 9 Feb logged with Hello Peter and Short Term Insurance (Ombudsman) – finally received a call from Aveshan
- 8th Feb received email from Fortunate - As per telephonically discussed, please note that the contractor will be in contact with you tomorrow to show you samples of tiles once they have sourced them from the suppliers. Should there be additional damages not in the scope of work, the contractor will provide us with a revised quote for the insurer's approval. Once again, please accept our sincere apologies for the frustration caused to you herein.
- 9th Feb – received email from Aveshan Please note I have tried to call however had reached your voicemail. Please note I have discussed the retiling with management and have been tasked to have the supplier provide us with a quote. This has been requested from the service provider and I will confirm once received.
- 9th Feb rep**** to Avesha - I don’t have any missed calls on my phone – not sure why it reached voicemail but thank you for sending this email. How many days before this claim will be sorted as I still need to have to shower and recompensate the people who have been kind enough to allow us to shower. I have also travelling costs that I have incurred due to this as I do believe that this should be considered as well – I can provide the detail upon request
- 9th Feb received email from Portia - Kindly note that the guys managed to get a supplier that can help us get the same exact tile. The store name is Tile Boutique in Randburg, however, we have to place an order and it will take about two days before we can get the tiles. We did place an order ( delivery will be on Friday) because we do not want to delay the claim any further
- 9th Feb received email from Aveshan - We confirm that supplier confirmed they have managed to match the tiles and complete retiling will not be necessary. They expect delivery by this Friday and will keep you updated. Kindly provide me with the list of costs and accompanying documentation if available in order for me to escalate your request to management
- 11 Feb – I called to request a follow-up as the delivery of tiles was 11 Feb and needed to arrange with my work so I could be on-site when the tiling takes place. – will follow-up was the answer
- 14 Feb after sending email to request feedback again. Received from Portia- May you kindly note I just called the supplier making a follow-up on the delivery and they indicated that they only place an order now and it will take 3 days for the order to be delivered, meaning we will be able to start with the repairs on Thursday. I apologize for the inconvenience caused by this. So another week gone by
- Sent email to Avesha – 14 Feb - Please see attached – I was again given the wrong information – the supplier only placed the order today yet I was told differently last week (attached for ease of reference all the communication received. Please can you review both emails and tell me what the issue is here. Another problem again – maybe these people are not qualified enough to do the job – you guys should really assess your contactors and suppliers – disappointed
- Response to 14th Feb from Aveshan My sincere apologises for this. @Fortunate Hove/THBO Trading kindly contact client as per my previous mail. Please ensure that delivery dates and repair dates are well planned, communicated and discussed with the client. Please contact the customer to discuss this delay.
- Response from Fortunate - Please accept our sincere apologies on the delay. The manufacturer of the tiles omitted to place the order timeously as per agreed last week. They only let us know today that they have placed the order only today as opposed to their last week feedback. We apologise for the inconvenience caused to you herein.
- My question to the response from Fortunate - On Friday did you not follow-up to find out if the order was placed ? How come you only know today ?
- Response from Portia - UPDATE: Tiles have been ordered, we still waiting for a delivery update. I will keep you posted in regards.
- Response on Portia email from Fortunate - The contractor confirmed that she followed up with the manufacturer that is when she sent you the below email soon after she followed up expecting to have the tiles delivered latest by Saturday. Today when she saw that the tiles have not been delivered, she followed up again with the manufacturer and that’s when they confirmed that they only placed the order today.
- Based on point number 14 I awaited feedback but to no avail until I followed up on 16th Feb - My last contact was received as per the attached – till today no courtesy call on the progress – disgusted – what is happening or is this another stall tactic. I am not happy with the people dial direct has appointed – firstly the delay is based on the them and I the customer continues to suffer. I will provide the detail of my petrol claim so that I will be reimbursed fully for this inconvenience.
- Response from Aveshan to Fortunate - Please may we have the service provider update and communicate with the customer regarding the repairs.
- Fortunate response from email received from Portia - Kindly note that the tiles will be collected today and repairs will start tomorrow as planned. We will also liaise with the client .
- My email to response from Fortunate - Nice one if I didn’t ask I wouldn’t know. So when was I going to be informed to make arrangements to be at home while you come and do the repairs – I work and need to make arrangements I am not a boss of my own. Before coming I want to know the entire scope of work as the last time it seemed that there was contradiction in what was going to be done
- Email received from Fortunate - The contractor will send you the scope of work and also confirm the appointment with you shortly.
- Portia email - As per our telephone conversation, may you kindly confirm when and what time should we come to start with the repairs? Kindly note that we just confirmed with our tiler that the job will take up to 4 days to complete
- My email response to Portia - As per our tele con you advised that they will come tomorrow at 09h30 – so what has changed from there that you now what me to confirm when I did confirm that it was fine – what are they coming to do tomorrow at 09h30. Also if this job is 4 days then will they be working over the weekend if they start tomorrow – kindly advise. What is the working hours ? what time do they start and end every day
- I sent a follow-up to Portia at 2.22 as no feedback provided and I needed to make arrangements at work – now please see updates to this job and trail of events (IN RED)
Feedback received from Portia - Tomorrow at 09h30- Prep work (thursday) Was called by Portia at 09h00 to open the door as the contractors are there to do the work – I advised Portia that as per email 09h30 and I on my way back from having a shower. I will be there shortly – when onsite – I requested the contractors on what work will be done as they did not have any scope of work with them – they advised just the corner yet the scope of work advised the two walls, removing the cistern, basin and shower doors. I called Aveshan who advised that he would need to speak to Fortunate and he cannot just get hold of here due to it being a call sentre so he would need to send her an email – I was very upset and irate. On chatting to Portia she advised that her contacrtots know what to do – but there was a contradiction in the work being done – I was not happy. She then advised that the supervisor is on the way and will provide the scope of work. The supervisor (MPHO) only came on site 4 hours later. Portia says that I must call Fortunate and setup a conference call – I was livid – is this my job to phone around. Finally ecieve the scope of work – to state the conttractors on site was totally confused. Finally received a call conference from Fortunate and Portia who advised that the scope of work will be done accordingly. When the supervisor arrived – the contractors were very despondent to remove the basin and cistern as they were afraid it would break. I was told by Mpho that the assessment was not done correctly as in her exact words: how does one remove the basin and cistern with damages being done – as it will not be as strong as originally. I must please go and look for a new basin and cistern and the insurance must pay – but she will get back to me – she needs to go and get something to eat as she is very hungry – came back a few hours later and then feedback is that they must replace the old and not ask otherwise they will have to pay for it themselves. She also complained about the quote done as the work required does not suffice the payment being received. *Remove and breaking out existing wall tiles and excess mortar from the wall and from site(rubble removal) ( I had to provide dustbin bags for the rubble as they did not have enough drop sheets *Remove shower doors – Doors removed and placed on the grass – the railing was removed but now dented (Please see pic stating the dent) *Chip and prepare existing surface to receive new tiles DAY 2 (friday) *Tiling- slate , grout and glue – The tiling was still ongoing and the grouting did not commence as yet – this was only done on Saturday and the job is not completed – how can I sign a scope of work advising that I am happy when the work is not completed DAY 3(Saturday) * Refit shower door – not done – toilet to fitted correctly as yet and the basin in not in – now I cannot use my bathroom at all. * clean site further damages to my property – the cement water was thrown down the drain – tiles were damaged as they tried to lift the grating on the floor. This needs to be fixed as it was not like that before the contractors were on site . – When trying to contact MPHO no answer sent message as well – advising that the job is not completed and the workers are complaining The contarctots were rushing to finish the job and complaining bitterly – there was one box of tiles that was not white and darker in colour which they placed – when advising them they did not listen and continued with the job – so now some of my tiles are not like for like. they only left site after 19h00 will an incompleted job and further damages to my property. All pictures attached for ease of reference. A job that was initially 4 days reduced to 3 days and NOT COMPLETED Woking hours Start : .9:30am End: 17:00pm I would like feedback on the way forward for all damages and the work not completed as well as being compensated now for all the issues and delays that have occurred.
AB
received this email 23 Feb
Good day
responded to Mpho
Feedback from Mandy 23 Feb
24 Feb Mandy advised
Aysha B's updateReviewer Update
01 Mar 2022, 10:40i have over a week now for feedback after the assessor was brought back to view the bad and terrible workmanships that was done on my bathroom. The contractors have now refused to complete the job they have done and advised on an email that all work is completed. which is a lie. They found a tile that matched and placed on the wall, however there was one box that was not the same colour and was app**** in different areas on my walls. when we brought this to the attention to the tiler and MPHO (supervisor) they advised its not their problem and left it as is. further to that the curtain rail was put on loosely and not in the correct place, the shower door has not be placed correctly and now i cannot open and close my shower door. MPHO advised she was going to fix it but she did not. the floor tiles was not replaced - however it is completely chipped as they did not place any drop sheets now my entire bathroom is a mess. to top this the tilers threw the cement water into my drain and now its gone hard. when advising the contractors they mentioned its not their problem. my question is i did not have this problem and now its a problem. The assessor asked me a question what am i willing to compromise - now tell me my bathroom is messed up, my drain is blocked. what am is suppose to compromise of. I told the assessor i want my entire bathroom to be replaced.
my correspondence is as follows:
23rd Feb
my correspondence is as follows:
23rd Feb
Good Morning Mandy
Yesterday the Assessor – Willem and Mpho (contractor) were on site. We discussed the issues at hand with some attitude and disturbing looks from Mpho.
Regarding the outside drain and issue – Mpho insinuated that we broke it having me to call my sister and clarify. This is utterly disgusting. Willem advised that he will provide a report to you based on the discussion. To note – I am not willing to compromise a bath that it not of standard and am not happy but will await your feedback so we can discuss. I have a few issues still at hand – the guys were suppose to be onsite and they haven’t come as yet. Yesterday they threw the grouting water on the pavement outside which has the neighbor calling us as this is not on there side as well. Another issue if it gets hard what happens. I am in a meeting but can send the pictures of that as well. In the shower this morning noted tiles cracked as well
requested feedback 23 Feb
requested feedback 23 Feb
Afternoon Mandy
I have not received any correspondence as yet – kindly advise. There were people on site – the only thing that was fixed was the pipe at the basin – we waited awhile as was advised that the other person will be coming shortly for the shower section. No one came – this is very unprofessional as we need to make arrangements every time for someone to be onsite.
received this email 23 Feb
Good day
May you kindly note that we went to the clients property this morning and finished off the repairs that were remaining. thank you, Mpho
responded to Mpho
I have never dealt with such unprofessionalism and ********* people in my life.
The bathroom is not completed – the tiles are incorrect – THE JOB IS NOT COMPLETED AS I AM NOT HAPPY WITH THE OUTCOME AND WANT IT SORTED. The tile is cracked on the shower wall.
The seat at the bottom tile is dis-colored after having a shower .The shower door rubber is not done as Mpho did not have a black ***** and was suppose to fix it. We cannot open and close the shower door properly and this must BE FIXED. The outside drain has not been cleaned and Mpho refuses to sort it out and she says it not her problem – you can confirm this with Willem on her attitude. And what about the dirt grouting water thrown and left behind on my pavement see pic illustrated the dirty water thrown and seeping into my neighbor side and its gone hard (please see attached photo)– same like you damaged my drain and haven’t fixed it. Pathetic behavior and attitude from Mpho. I am awaiting for you Mandy to provide as per the report that Willem was to provide and as I said to Willem I am not willing to compromise and asking me that is not acceptable
Feedback from Mandy 23 Feb
I hereby acknowledge your emails here under and also tried contacting you now. Please accept my sincere apology for the delay in my response herewith and kindly be advised that I am currently liaising with our Assessor regarding the finalisation of his report and final costing and will provide you with confirmation immediate upon submission thereof to your Insurer soonest.
24 Feb Mandy advised
Please note that we are liaising with your Insurer following submission of our report/findings on the re-assessment of 22/02/2022 and will revert shortly.
25 Feb Aveshan responded
25 Feb Aveshan responded
Please note the enquiry and complaint has been escalated. This enquiry is no longer with the claims department but the supplier management team. Please allow them time to resolve and reach an outcome. @Mandy Ferreira Hendrick has already started to communicate in this regard.
25 Feb my response
25 Feb my response
Hi Aveshan
Thanks for the feedback. I would like to understand the timelines for this as I’m hoping it will not go on for months
25 Feb
25 Feb
Good day
Thank you for your email. Please note I am unable to confirm on a turn around time as the query is not with me. However, it will not be months for resolution. Please allow them a standard of 48 working hours
01 March
Now 48 Hours - no call no feedback - nothing
my email sent requesting feedback
01 March
Now 48 Hours - no call no feedback - nothing
my email sent requesting feedback
Hi Aveshan
Kindly advise as we have passed the 48 hour timeline
Also, the condition the bathroom was left we are finding further issues
- The shower door is not closing prortpley as Mpho was suppose to add the *****s in and that did not happen
- The drain is blocked still as they didn’t clean it and Mpho refused as she advised its not her problem
- The floor in my bathroom after spring cleaning has so many chips as the tilers did not use any drop sheets
- The tiles at the shower door are all chipped and this was not the way it was before
- The basin was not sealed with silicone but rather will grouting
- And the list goes on
I would like to know when all this is going to be resolved This is still unacceptable
AB
Aysha B's update01 Mar 2022, 10:40
Reviewer Update
i have over a week now for feedback after the assessor was brought back to view the bad and terrible workmanships that was done on my bathroom. The contractors have now refused to complete the job they have done and advised on an email that all work is completed. which is a lie. They found a tile that matched and placed on the wall, however there was one box that was not the same colour and was app**** in different areas on my walls. when we brought this to the attention to the tiler and MPHO (supervisor) they advised its not their problem and left it as is. further to that the curtain rail was put on loosely and not in the correct place, the shower door has not be placed correctly and now i cannot open and close my shower door. MPHO advised she was going to fix it but she did not. the floor tiles was not replaced - however it is completely chipped as they did not place any drop sheets now my entire bathroom is a mess. to top this the tilers threw the cement water into my drain and now its gone hard. when advising the contractors they mentioned its not their problem. my question is i did not have this problem and now its a problem. The assessor asked me a question what am i willing to compromise - now tell me my bathroom is messed up, my drain is blocked. what am is suppose to compromise of. I told the assessor i want my entire bathroom to be replaced.
my correspondence is as follows:
23rd Feb
my correspondence is as follows:
23rd Feb
Good Morning Mandy
Yesterday the Assessor – Willem and Mpho (contractor) were on site. We discussed the issues at hand with some attitude and disturbing looks from Mpho.
Regarding the outside drain and issue – Mpho insinuated that we broke it having me to call my sister and clarify. This is utterly disgusting. Willem advised that he will provide a report to you based on the discussion. To note – I am not willing to compromise a bath that it not of standard and am not happy but will await your feedback so we can discuss. I have a few issues still at hand – the guys were suppose to be onsite and they haven’t come as yet. Yesterday they threw the grouting water on the pavement outside which has the neighbor calling us as this is not on there side as well. Another issue if it gets hard what happens. I am in a meeting but can send the pictures of that as well. In the shower this morning noted tiles cracked as well
requested feedback 23 Feb
requested feedback 23 Feb
Afternoon Mandy
I have not received any correspondence as yet – kindly advise. There were people on site – the only thing that was fixed was the pipe at the basin – we waited awhile as was advised that the other person will be coming shortly for the shower section. No one came – this is very unprofessional as we need to make arrangements every time for someone to be onsite.
received this email 23 Feb
Good day
May you kindly note that we went to the clients property this morning and finished off the repairs that were remaining. thank you, Mpho
responded to Mpho
I have never dealt with such unprofessionalism and ********* people in my life.
The bathroom is not completed – the tiles are incorrect – THE JOB IS NOT COMPLETED AS I AM NOT HAPPY WITH THE OUTCOME AND WANT IT SORTED. The tile is cracked on the shower wall.
The seat at the bottom tile is dis-colored after having a shower .The shower door rubber is not done as Mpho did not have a black ***** and was suppose to fix it. We cannot open and close the shower door properly and this must BE FIXED. The outside drain has not been cleaned and Mpho refuses to sort it out and she says it not her problem – you can confirm this with Willem on her attitude. And what about the dirt grouting water thrown and left behind on my pavement see pic illustrated the dirty water thrown and seeping into my neighbor side and its gone hard (please see attached photo)– same like you damaged my drain and haven’t fixed it. Pathetic behavior and attitude from Mpho. I am awaiting for you Mandy to provide as per the report that Willem was to provide and as I said to Willem I am not willing to compromise and asking me that is not acceptable
Feedback from Mandy 23 Feb
I hereby acknowledge your emails here under and also tried contacting you now. Please accept my sincere apology for the delay in my response herewith and kindly be advised that I am currently liaising with our Assessor regarding the finalisation of his report and final costing and will provide you with confirmation immediate upon submission thereof to your Insurer soonest.
24 Feb Mandy advised
Please note that we are liaising with your Insurer following submission of our report/findings on the re-assessment of 22/02/2022 and will revert shortly.
25 Feb Aveshan responded
25 Feb Aveshan responded
Please note the enquiry and complaint has been escalated. This enquiry is no longer with the claims department but the supplier management team. Please allow them time to resolve and reach an outcome. @Mandy Ferreira Hendrick has already started to communicate in this regard.
25 Feb my response
25 Feb my response
Hi Aveshan
Thanks for the feedback. I would like to understand the timelines for this as I’m hoping it will not go on for months
25 Feb
25 Feb
Good day
Thank you for your email. Please note I am unable to confirm on a turn around time as the query is not with me. However, it will not be months for resolution. Please allow them a standard of 48 working hours
01 March
Now 48 Hours - no call no feedback - nothing
my email sent requesting feedback
01 March
Now 48 Hours - no call no feedback - nothing
my email sent requesting feedback
Hi Aveshan
Kindly advise as we have passed the 48 hour timeline
Also, the condition the bathroom was left we are finding further issues
- The shower door is not closing prortpley as Mpho was suppose to add the *****s in and that did not happen
- The drain is blocked still as they didn’t clean it and Mpho refused as she advised its not her problem
- The floor in my bathroom after spring cleaning has so many chips as the tilers did not use any drop sheets
- The tiles at the shower door are all chipped and this was not the way it was before
- The basin was not sealed with silicone but rather will grouting
- And the list goes on
I would like to know when all this is going to be resolved This is still unacceptable
Dialdirect's replyOfficial
01 Mar 2022, 10:53Good day Miss Aysha,
Kindly be advised that the matter has been escalated to the correct department and some will contact you shortly.
Regards
Dialdirect Team
Kindly be advised that the matter has been escalated to the correct department and some will contact you shortly.
Regards
Dialdirect Team
Dialdirect's reply01 Mar 2022, 10:53
Official
Good day Miss Aysha,
Kindly be advised that the matter has been escalated to the correct department and some will contact you shortly.
Regards
Dialdirect Team
Kindly be advised that the matter has been escalated to the correct department and some will contact you shortly.
Regards
Dialdirect Team
AB
Aysha B's updateReviewer Update
13 Jul 2023, 11:27A year and few months later i am still awaiting for this to be resolved.
I follow-up every week and told that we will provide feedback, we in discussions etc
for the further damages to my bathroom because of this issue not resolved, will this be on your accountability as well. #Fustrasted # Disappointed, how much more patience is required
awaiting feedback still
I follow-up every week and told that we will provide feedback, we in discussions etc
for the further damages to my bathroom because of this issue not resolved, will this be on your accountability as well. #Fustrasted # Disappointed, how much more patience is required
awaiting feedback still
AB
Aysha B's update13 Jul 2023, 11:27
Reviewer Update
A year and few months later i am still awaiting for this to be resolved.
I follow-up every week and told that we will provide feedback, we in discussions etc
for the further damages to my bathroom because of this issue not resolved, will this be on your accountability as well. #Fustrasted # Disappointed, how much more patience is required
awaiting feedback still
I follow-up every week and told that we will provide feedback, we in discussions etc
for the further damages to my bathroom because of this issue not resolved, will this be on your accountability as well. #Fustrasted # Disappointed, how much more patience is required
awaiting feedback still