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Would you keep following this up or let it go? *Updated again 19/3*


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#1 zande

Posted 15 February 2012 - 08:53 PM

We bought an established house nearly 2 months ago, and we paid quite a lot of money for it (not that that matters). We did our pre-settlement inspection and everything fine. When we moved in we noticed a large chunk out of the lounge room wall that you see as soon as you walk in the house, the chunk is sizeable and right down to the plaster (the rest of the walls are fine and we have no plans at this stage to re-paint the house in the next few years). There was a note from the seller to say that the removalists had done it, noted a job number and said that someone would come out from the moving company and repair it.

About 3 weeks ago I realised I hadn't heard anything so gave them a call. Left 2 messages on a guy's voice mail and didn't hear back. So phoned again a week later and spoke to someone else (after they were going to take my details again), explained the situation, and someone was going to call me back. Of course I didn't hear anything back. So I rang again yesterday. Spoke to the same guy, who said he had passed my information on to the right person and they should have called me. He said he would follow it up again and ring me straight back, of course I've heard nothing.

If you were me would you keep folllowing it up or let it go? I mean we can fix it ourselves (would need to get the plaster and paint etc) but I feel it is the principle of the issue, they should follow through with what they said they would do. WDYT?

Edited by zande, 19 March 2012 - 04:19 PM.


#2 Roselet

Posted 15 February 2012 - 08:57 PM

I would keep following it up, but then I'm very stubborn when I feel soemone has done the wrong thing. I think they just expect you to give up, given how long it took you to follow it up in the first place.

#3 Feral_Pooks

Posted 15 February 2012 - 08:58 PM

Does the removalist company have a head office you can contact? Is there another way to contact them, such as through email? I'd explore this first, could just be that they guy whose number you have is a bit hopeless. I'd follow it up.

#4 hubble

Posted 15 February 2012 - 08:58 PM

I'm with you... I'm like a dog with a bone with things like this.

Don't let them get away with it!!



#5 CatĀ©

Posted 15 February 2012 - 09:01 PM

If it was *me*, to save the stress I would do it myself. Theres a chance they may send in a person with no skills who may make it worse, then that will be more to follow up.
I would chase it if it were something huge like smashed tiles or cracked benchtops but not for missing plaster (but then again my boys take chunks out of the walls so its a no biggie to us!)


#6 clinkers

Posted 15 February 2012 - 09:01 PM

I would follow it up.  In an ideal (kind) world the previous owners should ensure that the wall was fixed.

But we don't live in a ideal world do we...?

#7 zande

Posted 15 February 2012 - 09:06 PM

QUOTE
In an ideal (kind) world the previous owners should ensure that the wall was fixed.

Yes I agree, and that's what I would have done if it were me.

To the pp who said I'd left it a while to follow up, yes I did, I agree. We moved in 3 days before Christmas, and with the whole world essentially on holidays for those 2 weeks, I sort of gave them that, then left it a couple of weeks before I followed up. Maybe we'll just fix it and I'll send off a letter and cc the previous owners to say I'm not happy!

#8 Amber Spyglass

Posted 15 February 2012 - 09:06 PM

Can your solicitor out a hard word on the removalists or to the vendors solicitors on your behalf?

#9 Spa Gonk

Posted 15 February 2012 - 09:53 PM

QUOTE
I'm with you... I'm like a dog with a bone with things like this.

Don't let them get away with it!!


I agree.  We;ve been mucked around my removalists, but 6 months or so later we got our cheque.  I think it is wrong you pay a bomb in insurance, and then they make it so hard to get your money.

I'd call them and ask them about a response time, otherwise you will be heading to consumer affairs, fair trading etc.  Or actually go into their office and let them know you need to sort it out today.

#10 Kafkaesque

Posted 15 February 2012 - 10:20 PM

QUOTE (Chevrechou @ 15/02/2012, 07:06 PM) <{POST_SNAPBACK}>
Can your solicitor out a hard word on the removalists or to the vendors solicitors on your behalf?


Do people actually "have a solicitor "? Let alone one that could send out a letter? Maybe I'm just sheltered I don't know anyone that has one...

OP I would probably let it go. Sound like its more stress than it is worth.

#11 Lil Chickens

Posted 15 February 2012 - 10:31 PM

I'd keep on it too, but that's me.

And Kafkaesque my husbands family have used the same solicitor's firm for 3 generations now (I think it's a farmer thing) so we "have a solicitor".  They do our wills, any property settlements, anything legal.  Before him though I never thought about having one!!

#12 ~Delilah~

Posted 15 February 2012 - 10:38 PM

I'd follow up with the original owners and put in a compensation claim with them. That should put a bomb under them to get it fixed. I doubt you could claim under the removalist's insurance because the contract they had wasn't with you.

#13 TwiceTheWoman

Posted 15 February 2012 - 10:49 PM

QUOTE
Do people actually "have a solicitor "? Let alone one that could send out a letter? Maybe I'm just sheltered I don't know anyone that has one...

^^^Anyone owning property or who has children, should have had a will made by a solicitor - it's often the start of a great relationship original.gif

#14 zande

Posted 17 February 2012 - 07:33 PM

So I didn't hear anything back, so yesterday morning I emailed the state manager of the moving company. I received a "read receipt" mid afternoon yesterday, but no contact since. So not holding my breath that it will be followed up! Won't be using that moving company in the future tho, shows their level of customer service, or lack thereof!

#15 Chocolate Addict

Posted 17 February 2012 - 07:39 PM

I would keep following it up. Why should you be out of pocket?

And to whoever asked, most people use a solicitor or similar when purchasing a property so they would be the ones to contact.

#16 zande

Posted 19 March 2012 - 04:22 PM

So just thought I'd update for those who hate bad service! I haven't had any response from the state manager  ohmy.gif . I sent a really nice email, not demanding or anything, with a couple of options for organising the repairs, one of which was that I would organise the repair and they could cover the costs.

Absolutely no response! Certainly won't be using this particular moving company nor recommending them.

#17 KT1978

Posted 19 March 2012 - 04:26 PM

Can you lodge a complaint with fair trading?

#18 Jess1

Posted 19 March 2012 - 04:39 PM

I think the time for a nice e-mail has passed - that is appalling service!

I would write to them citing the number of times you have contacted them, give them a date (say a week) to get back to you with the date it will be repaired or you will seeking legal advice.  

After that it would depend how much the repair was going to be.  If it was just a few hundred then it might not be worth it but anymore then that and a Solicitor will write a letter to them and that might work.  

It's infuriating to me the companies who just think if they ignore it the problem will go away.

#19 Sail to the Moon

Posted 19 March 2012 - 05:42 PM

Keep ringing them, and even better, if they have an office, go there in person!

Be persistent and hopefully they will realise that you're not just going to stop contacting them. Emails are too easy to ignore, so I would stick to phoning them and going there in person (if possible).

#20 emnut

Posted 19 March 2012 - 05:51 PM

the contract for any damage would be between the old owners and removalists which is most likely why they removalist isn't contacting you back.  Any claim would need to be made by the old owners.

#21 kryz

Posted 19 March 2012 - 06:09 PM

Hi Zande,

Can you contact the vendor (through your conveyancer) about this?

The contract for removal services was between the removalists and the vendor, so it's easy for the removalists  to fob you off, as they have no contractual relationship with you.

I imagine there must be laws in place to resolve this sort of issue, but it would be between you and the vendor. It is probably the vendor's responsibility to either get the removalist to fix it, or fix it themselves and then go after the removalists to compensate them.

It's probably best to consult the solicitor or conveyancer who facilitated your purchase to determine your options.

Good luck.

#22 ellebelle

Posted 20 March 2012 - 02:13 PM

Yep - I'd definitely be going after the vendors. It may be easier for them to give you a few hundred $ to fix it yourself.




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