1 reviews | Active since Sept 2013
DISCOVERY INSURE/POOR SERVICE AND SERVICE PROVIDERS
If I could give lower than a 1, I would.
On 30 March we submit a claim for a burst pipe.
The service provider came to asses the situation and cut off the cold water supply to our kitchen. This included our washing machine's water supply.
Another service provider was sent out to assess the damage to our cupboards.
Both assessors/service providers quotes where approved by Discovery Insure.
The service provider, to fix the burst pipe: They have been unreliable in making appointments, claiming misunderstandings.
When they finally came out, we found that some of the fittings on the pipe was leaking, after they left. We found that the fittings was not even tightened properly. We had to tightened it ourselves.
Then their tiler came out to fix the tiles, that needed to be broken in order to link the new pipe to the wall type mixer. He then said he can't tile, since there is still a leak.
We contacted Discovery to complain, since the service provider did not make any effort to contact us to fix their poor work quality.
They finally come out and fixed it. Now the wait for the tiller to come again, started.
When he come, he replace the tiles with another tile that is unacceptably darker than the rest. Saying that it is the best color match, that they could find.
When he was done, the tilling was poor quality and the tap was now left scew on the wall. Please note that they use top notch tools, for example a brick for a hammer.
The same night the tilling was done, the tap started gushing water out and spraying it all over our kitchen. From over our appliances, all the way to our ceiling. Flooding our kitchen.
They came out again and the plumber had to close off the cold water supply again and admitted that our tap is now broken and needs to be replaced.
Today they sent pictures of tiles that is a close color match to what we have. So did they not bother get the right tiles at the start? How did they not get this right from the start.
The tap that they now want to supply replacing our tap is substandard to the one they broke.
They break our good quality tap, and we have to be happy with them replacing it with some of lesser quality.
Now we have to also wait for them to contact our insurance about the tap.
So we are exactly where we started 30 March with the add on of a broken tap.
Cupboard guys: All I can say is that their idea of get back to you shortly equals 2 weeks plus. They use the excuse of the public holidays. Surely waiting over a month makes that excuse null and void.
Where is Discovery Insure in all this? We spent hours on th phone complaining. Not much help. They promise a manager would call us back. We are still waiting for the call.
We sent e-mails complaining, no use.
They don't make the effort to follow up and ensure the work gets done at all, nevermind correctly.
Please take the following into consideration:
- the tap was put in in 2018 and never had a leak or a problem since. It was not touched for maintenance since it was installed.
- the plumber that came to fix the leak, did not even tighten the fittings enough, so we had to do that to stop the leaking.
- the same company that sent the plumber, sent a tiller, who made us aware of another leak by the tap and they can't tile at all. This leak is on the cold water supply into the tap in question.
- the plumber (that could not tighten the fittings in the first place) came out to fix the leak and admitted that he did not use enough thread tape.
- after that the tiller came out and tiled. when he was finished, our tap was scew in the wall. That same night, the water started gushing and spraying out where the cold water pipe goes into the tap. Not the warm water side. The cold water side, where they have now worked three times.
So now we have to accept that a perfect working tap is broken due wear and tear, on exactly the place that these plumbers worked on 3 times?
Please take the following into consideration:
- the tap was put in in 2018 and never had a leak or a problem since. It was not touched for maintenance since it was installed.
- the plumber that came to fix the leak, did not even tighten the fittings enough, so we had to do that to stop the leaking.
- the same company that sent the plumber, sent a tiller, who made us aware of another leak by the tap and they can't tile at all. This leak is on the cold water supply into the tap in question.
- the plumber (that could not tighten the fittings in the first place) came out to fix the leak and admitted that he did not use enough thread tape.
- after that the tiller came out and tiled. when he was finished, our tap was scew in the wall. That same night, the water started gushing and spraying out where the cold water pipe goes into the tap. Not the warm water side. The cold water side, where they have now worked three times.
So now we have to accept that a perfect working tap is broken due wear and tear, on exactly the place that these plumbers worked on 3 times?
Thursday morning I had a phone call from them, saying they will get back to me shortly. Shortly clearly means a different thing to them.
Thursday morning I had a phone call from them, saying they will get back to me shortly. Shortly clearly means a different thing to them.
Last week, we asked another specialist in the plumbing industry to asses the tap. Their founding was:
1. Wear and tear are on movable parts of a tap. Therefore the spout and handle. Not fixtures.
2. They showed how badly the thread on the cold-water inlet of the tap was stripped. According to them this is due to human error, not wear and tear.
We recently sent the video to Discovery of how the fittings slip into each other, instead of twisting, due to the lack of thread. We would appreciate a detailed explanation how wear and tear is possible on this fixed part.
Last week, we asked another specialist in the plumbing industry to asses the tap. Their founding was:
1. Wear and tear are on movable parts of a tap. Therefore the spout and handle. Not fixtures.
2. They showed how badly the thread on the cold-water inlet of the tap was stripped. According to them this is due to human error, not wear and tear.
We recently sent the video to Discovery of how the fittings slip into each other, instead of twisting, due to the lack of thread. We would appreciate a detailed explanation how wear and tear is possible on this fixed part.
It said that they are still trying to resolve the issue with the tap.
Keep in mind that, that they still have not come to unblock he cold water supply in our kitchen for the sink, dishwasher and washing machine, which is unable to work without the cold water supply for almost a month now.
It said that they are still trying to resolve the issue with the tap.
Keep in mind that, that they still have not come to unblock he cold water supply in our kitchen for the sink, dishwasher and washing machine, which is unable to work without the cold water supply for almost a month now.
Yesterday the plumbing company contacted us to replace the tap and finish the tilling.
They want to replace the tap they broke, with a cheap no name Plumblink tap.
The broken tap is discontinued. The equivalent replacement tap costs about R2500.
I informed them that, the Plumblink tap is not acceptable and gave them a R1200 tap option that we will be happy with. It is at least a brand that is known for good quality, even tough not the same as what we had.
We have told them twice before that we will not accept a Plumblink tap. If they think leaving us without cold water in our kitchen for a month will make us desperate enough to accept a Plumblink tap, they are mistaken.
Yesterday the plumbing company contacted us to replace the tap and finish the tilling.
They want to replace the tap they broke, with a cheap no name Plumblink tap.
The broken tap is discontinued. The equivalent replacement tap costs about R2500.
I informed them that, the Plumblink tap is not acceptable and gave them a R1200 tap option that we will be happy with. It is at least a brand that is known for good quality, even tough not the same as what we had.
We have told them twice before that we will not accept a Plumblink tap. If they think leaving us without cold water in our kitchen for a month will make us desperate enough to accept a Plumblink tap, they are mistaken.
Today two weeks ago the tap and tiles where replaced and installed. Finally completing the claim.
They showed us how poorly the cabinets where built in and laughed when we told them the reasons the cabinet makers (a different company from the plumbing/tilling company, also sent to us by Discovery Insure) gave us for those mistakes:
- Cabinets are not level, it is quite clear against the tile line (the tap/tile guys had a level and showed us)
- The cabinets where not built against the wall all the way lengthwise, with a gap between the back of the cabinets and the wall, getting larger from one side to the other. (the tap/tile guys fixed that)
We since moved insurance companies and our monthly premium dropped from R4742.81 (Discovery) to R2446.51.
With the new insurance company, we have a broker to assist us and I won't have to spend 143 minutes on the phone again for a claim. They've also given us better coverage on some items too.
Today two weeks ago the tap and tiles where replaced and installed. Finally completing the claim.
They showed us how poorly the cabinets where built in and laughed when we told them the reasons the cabinet makers (a different company from the plumbing/tilling company, also sent to us by Discovery Insure) gave us for those mistakes:
- Cabinets are not level, it is quite clear against the tile line (the tap/tile guys had a level and showed us)
- The cabinets where not built against the wall all the way lengthwise, with a gap between the back of the cabinets and the wall, getting larger from one side to the other. (the tap/tile guys fixed that)
We since moved insurance companies and our monthly premium dropped from R4742.81 (Discovery) to R2446.51.
With the new insurance company, we have a broker to assist us and I won't have to spend 143 minutes on the phone again for a claim. They've also given us better coverage on some items too.