TG
Tracy G
1 reviews | Active since Apr 2018
26 May 2022, 09:51
Outsurance claim 14 months old with over 12 suppliers and no resolution
We have had a claim on our building since March last year. Around 12 contractors have been by. The floor and shower has been replaced twice and the leak is still occurring damaging the wooden flooring once again. The new contractor was supposed to come through but did not make their appointment. I was told another appointment would be made today but no-one has called to confirm a time. This claim is now 14 months old. How do we go about fixing the leak in the bathroom! The mold in the bathroom and bedroom is now spreading. This house is now becoming unsafe to live in and Outsurance don't seem to care!!!
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Replies (4)TG
Tracy G's updateReviewer Update
26 May 2022, 13:01I have seen the complaint on Hello Peter. I messaged Sean regarding the contractor. Steven. He had an appointment with us for this past Monday between 10am and 11am. Did not show up or call. He did try call me at around 7pm that evening, but it was dinner time – not very professional to call 8 hours past appointed time. No message or call the next day. Suddenly he shows up today when no one is there, no confirmed appointment. He was extremely rude to me over the phone, and Ross has said when he tried to get access to the complex, and was advised no one was home he was rude and disgusting to Ross.
This kind of person we do not want to be entering our home. Supra Builders either needs to send someone else, or Outsurance must get a different Contractor/plumber to do the leak detection, etc. The unprofessionalism we have received from Outsurance and this contractor are disgusting. It seems you have been struggling with this for too long, and this makes me more concerned that if it is the geyser, will the wait for it to possibly burst before they send someone professional with manners, and consideration for other peoples’ time.
TG
Tracy G's update26 May 2022, 13:01
Reviewer Update
I have seen the complaint on Hello Peter. I messaged Sean regarding the contractor. Steven. He had an appointment with us for this past Monday between 10am and 11am. Did not show up or call. He did try call me at around 7pm that evening, but it was dinner time – not very professional to call 8 hours past appointed time. No message or call the next day. Suddenly he shows up today when no one is there, no confirmed appointment. He was extremely rude to me over the phone, and Ross has said when he tried to get access to the complex, and was advised no one was home he was rude and disgusting to Ross.
This kind of person we do not want to be entering our home. Supra Builders either needs to send someone else, or Outsurance must get a different Contractor/plumber to do the leak detection, etc. The unprofessionalism we have received from Outsurance and this contractor are disgusting. It seems you have been struggling with this for too long, and this makes me more concerned that if it is the geyser, will the wait for it to possibly burst before they send someone professional with manners, and consideration for other peoples’ time.
OUTsurance's replyOfficial
31 May 2022, 13:25Good afternoon Tracy,
Further to our private reply on receipt of your complaint we can confirm that our client liaison team has been in contact with you.
We can only imagine how frustrating this must be for you and will ensure that we investigate the reasons for the persistent leak.
We have appointed a different leak detector and will keep you updated.
We apologise for the frustrating experience you have had so far. We are trying out best to resolve the matter for you.
Regards,
OUTsurance
Further to our private reply on receipt of your complaint we can confirm that our client liaison team has been in contact with you.
We can only imagine how frustrating this must be for you and will ensure that we investigate the reasons for the persistent leak.
We have appointed a different leak detector and will keep you updated.
We apologise for the frustrating experience you have had so far. We are trying out best to resolve the matter for you.
Regards,
OUTsurance
OUTsurance's reply31 May 2022, 13:25
Official
Good afternoon Tracy,
Further to our private reply on receipt of your complaint we can confirm that our client liaison team has been in contact with you.
We can only imagine how frustrating this must be for you and will ensure that we investigate the reasons for the persistent leak.
We have appointed a different leak detector and will keep you updated.
We apologise for the frustrating experience you have had so far. We are trying out best to resolve the matter for you.
Regards,
OUTsurance
Further to our private reply on receipt of your complaint we can confirm that our client liaison team has been in contact with you.
We can only imagine how frustrating this must be for you and will ensure that we investigate the reasons for the persistent leak.
We have appointed a different leak detector and will keep you updated.
We apologise for the frustrating experience you have had so far. We are trying out best to resolve the matter for you.
Regards,
OUTsurance
TG
Tracy G's updateReviewer Update
31 May 2022, 13:30Thank you for the feedback
TG
Tracy G's update31 May 2022, 13:30
Reviewer Update
Thank you for the feedback
TG
Tracy G's updateReviewer Update
29 Jun 2022, 13:49So I still do not have anything resolved. No feedback. Left 3 messages and getting ignored. Please advise what is our next step. This is now beyond ridiculous. 15 months. The floor will need to be replaced for the 3rd time. Can I go to the ombudsman?
TG
Tracy G's update29 Jun 2022, 13:49
Reviewer Update
So I still do not have anything resolved. No feedback. Left 3 messages and getting ignored. Please advise what is our next step. This is now beyond ridiculous. 15 months. The floor will need to be replaced for the 3rd time. Can I go to the ombudsman?