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Post by bradfieldway on Jan 12, 2015 11:03:18 GMT
All,
Needed to come on here to vent my anger at the worst customer services/after care department I have ever dealt with.
Having got the keys and done the walk around with Jo and Gary from HH on Friday 16th May we noted a number of snags that were put on to a list by Jo and signed by both parties.
Jo and Gary both said; "if you come across anything else over the weekend, let us know by email Monday morning and this will be passed to customer services". I did exactly that, I passed on three further snags via email to Jo who replied to tell me this was added to the list and sent to head office.
Only 8 months on and 30 emails since, I have just received this email from yet another customer services rep;
Good Morning,
My apologies for the length of time it has taken for me to respond.
Unfortunately we will not be completing these issues they have not been
declared on the home demo or key release forms.
Best Regards,
Ruth Hardy
Customer Service Co-ordinator
Harron Homes Ltd
Tel: (0113) 204 4670
Fax: (0113) 204 4677
Web: www.harronhomes.co.uk
Email: customerservice@harronhomes.co.uk
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Post by bradfieldway on Jan 12, 2015 11:07:16 GMT
Now is this just me or does anyone else think this is as bad as I think it is???
I honestly would have thought twice about buying the house if I would have known what a complete mess of a company HH are.
As soon as they get your money they are gone, also known as the 'gate warranty' or 'end of drive' warranty.
I will definitely be taking this legal as I have emails confirming this work will be done. The main problem is the staff turnover is worse than MacDonald's so I am having to constantly deal with someone different every time I send an email and it is obvious this isn't being handed over.
What a crap company to deal with.
Vent over.
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Post by p99ull on Jan 12, 2015 11:13:55 GMT
Agreed... Customer care is non existent at present!
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Post by Rich on Jan 12, 2015 11:34:33 GMT
Eh? Where does it say that all snags have to be reported within the first week of buying your house? It's a 2 year warranty. I've been in a year and reported a snag two weeks ago and they've give me a date at the end of Jan to sort. When I did my home demo, I was told not to worry if I didn't spot everything there and then because I've got two years to report any issues.
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Post by kadypants on Jan 12, 2015 15:28:56 GMT
Exactly as Rich says.
Seems as though they are trying to fob you off there!
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Post by krisswfc on Jan 12, 2015 17:28:48 GMT
Harron are a total waste of time, in this situation I would ring their so called customer care manager as well as go and see Gary
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Post by martinntara on Jan 12, 2015 19:47:13 GMT
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Post by Deleted on Jan 13, 2015 9:42:33 GMT
We had a similar response when we told them of some snags with regards to scratched window panes ... we reported this within 48 hours as we were told on handover but they replied they wouldnt do anything as it wasnt highlighted on the day of walkaround\handover. We then found some documentation which even told us we had 48 hours to report such things ... they didnt have a leg to stand on.
Our windows were a disgrace on our walkaround so god knows how they wanted us to check them anyway.
We also had a proffessional snagging report done the day before handover which highlighted over 400 other issues.
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Post by Rich on Jan 13, 2015 9:47:11 GMT
400?! Ok you win  |
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Post by Deleted on Jan 13, 2015 10:16:15 GMT
400?! Ok you win To be fair a lot of them were minor or non issues ... mostly dodgy paintwork which probably accounted for around 50% of the overall number. |
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Post by Helen on Jan 24, 2015 0:32:58 GMT
All,
Needed to come on here to vent my anger at the worst customer services/after care department I have ever dealt with.
Having got the keys and done the walk around with Jo and Gary from HH on Friday 16th May we noted a number of snags that were put on to a list by Jo and signed by both parties.
Jo and Gary both said; "if you come across anything else over the weekend, let us know by email Monday morning and this will be passed to customer services". I did exactly that, I passed on three further snags via email to Jo who replied to tell me this was added to the list and sent to head office.
Only 8 months on and 30 emails since, I have just received this email from yet another customer services rep;
Good Morning,
My apologies for the length of time it has taken for me to respond.
Unfortunately we will not be completing these issues they have not been
declared on the home demo or key release forms.
Best Regards,
Ruth Hardy
Customer Service Co-ordinator
Harron Homes Ltd
Tel: (0113) 204 4670
Fax: (0113) 204 4677
Web: www.harronhomes.co.uk
Email: customerservice@harronhomes.co.uk
Before you go legal id advise to try the media route, my job is to respond on behalf of a ceo for a large company so Id like to think I know how they work. I found Hannah Elwell, Director of PR on 0116 247 1777 but struggled to find ceo information. If you ask a local paper to contact her (or youbcan do it yourself) and put a little pressure on they will take you more seriously. Good luck with sorting your snags out! |
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Post by richardlisa on Jan 24, 2015 12:48:24 GMT
We bought from Harron 2 years ago and are still waiting for repairs to be carried out. The main one is, when it rains water comes in the front room. This was first reported in October 2013, after months of getting nothing done I reported Harron to the NHBC.
The NHBC came out in October 2014 and inspected the works and told Harron it must be completed by 23rd November 2014. The work is still yet to be started! I have since reported back to the NHBC on numerous times but still not getting any answers.
My advice is just don't by from Harron Homes.
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Post by p99ull on Jan 24, 2015 16:44:54 GMT
We bought from Harron 2 years ago and are still waiting for repairs to be carried out. The main one is, when it rains water comes in the front room. This was first reported in October 2013, after months of getting nothing done I reported Harron to the NHBC. The NHBC came out in October 2014 and inspected the works and told Harron it must be completed by 23rd November 2014. The work is still yet to be started! I have since reported back to the NHBC on numerous times but still not getting any answers. My advice is just don't by from Harron Homes. I would be straight on the phone to the sheffield star news desk! |
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Post by adammac42 on Feb 9, 2015 12:53:06 GMT
It doesn't sound like they've cleaned up their act - we thought service was poor because they were trying to find their feet on this site. I think they're chronically understaffed in the aftersales department. From our experience they do seem to do their best in the office to pass stuff onto site, but then stuff gets forgotten about/lost in translation and you continually have to chase it up. I feel better now our 2 years are up - I never have to deal with Harron again.
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Post by frustrateddad on Feb 11, 2015 13:45:50 GMT
Hi,
I have just joined the board after reading this post.
We purchased our Harron Home at Highwood Chase, Edenthorpe (Doncaster) in March 2014.
When we moved in we had the property snagged & provided Harron with the list. To keep things short, since then I've been asked to provide the snag list no less than 6 times, sent over 40 emails & called dozens of times.
My wife has stayed at home today as they were supposed to come out as we now have a leak in the ceiling & they were coming to fix it. (They have) A handyman was with the plumbers & he informed us Harron Home CC have over 600 unopened customer emails. Ruth @ CC told my wife other trades would attend to sort out some of the snags; she's still waiting.
Before christmas I was talking to the CC Manager for our site (Carl) & got fobbed off lots of times. "Yes Mr FrustratedDad, we will be there next tuesday. I'm really sorry we couldn't come this week as promised but we needed to attend Glastonbury / Ibiza."
Well done Harron I'm a reasonable person but you've pushed me too far. I hope you manage to sell some of your other Doncaster properties before word gets out about your shoddy opperation. Even your own employees / contractors hold you in contempt.
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