Shockingly poor customer service
Shockingly poor customer service. We were passed onto this company due to an insurance claim with Nationwide. They sent an assessor to measure up for laminate flooring and he told us he had sent in his report there and then on his i- pad. He told us that the chosen supplier/fitter would be in touch. If we hadn't heard anything within 3 days he advised us to phone. We heard nothing, phoned Renew but they claimed they hadn't had his report yet. We waited for their promised call back but that never materialised. Another call after a week of waiting resulted in the same claim from Renew that they hadn't received their assessor's report. I emailed them threatening to contact the Financial Ombudsman and hey presto, within 2 hours they contacted us with a quote. We were told that the man responsible for arranging the supply and fitting of our flooring was 'out of the office' until the following week but they would contact us (today) Of course they didn't so we phoned them. Apparently he's still out of the office and the flooring hasn't even been ordered. We now have to wait for Renew to contact the fitter and phone us tomorrow. Add to this shambles the fact that their assessor took payment of £500 for the excess fee over 3 weeks ago. And they are now saying we could take the money offered and find our own supplier/ fitter but seeing as the amount they are offering is about 50% of the quote we were given by a local tradesman we are in no position to do that. Nationwide Building Society need to drop this company from their books