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Gilbert McIntyre

Ordered 28th August completed 5th December way too long.
rnAll the tradesmen who called at the house were pleasant and carried out the work vey professionally no complaints wish the same could be said about the back room staff.
rnThe inability of your co-ordinator Liz Graham to co-ordinate was less than impressive her communication skills with the customer were shocking. The fact that our building warrant was lost amongst her paperwork for 2weeks speaks for itself.
rnJohn Templeton (surveyor) was very negative and uncommunicative didn\’t even introduce himself when he came to the house did not create a good impression.
rnLiz Poole (service dept) ticks boxes and thinks this means she has phoned the customer to make an appointment then when told we received no such phone call insists one was made. Does she not realise that phones nowadays hold a record of calls received and can be checked very easily once again Scotia let down by poor communication.
rnThe great pity of all this is at the end of the day we are pleased with the product supplied but the experience proved to be unpleasant and one not to be repeated.
rnWe will not be back and would not recommend Scotia to any of our friends or family.

Mr McIntyre, whilst I can see that you’ve rated the sales and installation service as “Excellent” it is always a disappointment to us when a customer is unhappy with the background service. I’ve investigated the matters raised in your comments and I feel that it’s important to highlight the following.

In answer to the point you raised regarding  the delivery being “way to long” Your order involved the fitting of a patio door which requires a building warrant from the local authority and in this case securing the building warrant  was part of the service we provided. The document you signed confirming Scotia was to act on your behalf to acquire a building warrant clearly states that the delivery dates quoted on our contract are from the date of approval from local authority ( the signed document also states that local authority approval can take 6-12 weeks).The building warrant was granted in less than 4 weeks from the date of placing your order with us. Your delivery was quoted as 6-9 weeks from approval and the permission was granted on the 20 September although it was during  week commencing 23rd September when we received notification from North Lanarkshire. The installation date was within the 6-9 weeks quoted with the work actually commencing during week 7 of quoted delivery. It is important to highlight that both the building warrant and the installation were delivered to you well within the timeframe indicated at the outset.

I’ve also spoken to our installation manager who passed a completion note from our plasterer on the 20th September to Liz Poole in our service department in order that she could schedule a visit from a service engineer to  seal externally between the new render and patio doors. Liz has it noted on file that she allocated a date of the 5th December however as she was unable to speak to you left a message asking that you confirm that this date was suitable for our engineer to visit your home. 

I would hope that in light of our response you’d be happy to deal with us again-Thanks Scotia


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