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Damage to house and poor installation

Had the worst experience with Virgin.  At installation 23.06.20 my brand new wooden floor was damaged by the technician.  He left without reporting the damage (which he would have known he'd done), i reported this immediately and was ensured that i would be contacted within 72 hours.  In the addition, the installation was terrible with exposed wires left in the middle of an adjoining hedge and wires covered by concrete where they should have been laid under brickwork.  I called back and was told there was a delay due to Covid but that somebody would contact me.  Upon hearing nothing again i emailed a technician and received no reply.  i rang again and technician was eventually sent to assess the outside installation.  he confirmed it was bad workmanship and needed to be re-done (07.08.20).  I was told id be contacted within a couple of days and that he'd raise the fact that my complaint about my property damage had not been rectified.  I rang again today - and was told again that my complaint would be raised again.  The communication has been horrendous.  I'm left with internal damage to my property and conflict with my neighbours who are now having to wait indefinitely to complete work on their property (due to exposed wires on our adjoining boundary).  

Please can somebody at virgin look into this for me????  

the only contact virgin has instigated was a letter on 12.08.20 advising that i can contact an alternate dispute resolution service (CISAS) - However i have been informed by this company that they do not deal with damage to property - BAD SERVICE VIRGIN 

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Re: Damage to house and poor installation

If you have already taken your complaint to CISAS, then all further communication must be also through CISAS, Virgin will not respond to you directly any more. 

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Re: Damage to house and poor installation

Hi i would consult a no win no fee lawyer or citizens advice, if you don't hear back from anyone in reasonable time.Regards Micky
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Re: Damage to house and poor installation

Can you post some photos of the damage.

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Message 5 of 5
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Re: Damage to house and poor installation

Hi helenmf,

 

Thanks for your post and welcome to the community.

 

I'm so sorry that this has happened to your property when being installed. It's really disappointing that you weren't made aware of this at the time, and since then hasn't been rectified. 

 

I know you've had a complaint raised already, but I'd like to take a look at this to see what I can do to help you.

 

I'll pop you a private message now requesting your details.

 

Thanks

 

Melissa 

 

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