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Name: Matt C

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If I could give you zero I would

1
My advice would be never go near this company. My parents are both nearly 80 and are in poor health found this out the hard way. A Leaking upstairs toilet, through to the ceiling. Several people came with different views, parents were given the option of paying for the bathroom tiles to be changed which would of cost them their £500 excess and a 50% contribution, the area is under 1 ms and they had 33 SPARE yes spare tiles so they said no, because they couldn’t afford it, LV agreed that the area could be re-tiled using existing tiles and the spares. First the kitchen ceiling was coated, not repaired. Next the toilet was removed, a new cistern fitted, original was slim line and whilst old was of good quality, what went back was neither, the toilet now being 9” further into the room, this left enough room for Dad to walk sideways with his sticks between the sink and toilet, LV agreed to change the cistern back to a slim line, the toilet had now been fitted at an angle, laughable if my mom wasnt stood there crying and saying sorry. 2 weeks then Gelder supervisor finally visited and said “I know it looks bad but it’s only 10mm” refitted and again another day of disruption, keep in mind my parents are nearly 80, Dad has terminal cancer and mom suffers with nerves. Again I visited on the weekend, next was tiling, pieces of cardboard from toilet role and pizza box’s had been used as spacers, none of the joints matched, the tiles were kicked out at the tops, sides, bottoms and gaps were between 2mm and 10mm, the tiles appeared to have been cut with a bread knife and the tile edges were snapped and the corners not even 45 degree joints, Gelder supervisor came out and said “I know it’s not his best work, but it might hide it when it’s grouted” he finally agreed to send round his tiler to redo the job, when I asked who the hell had done this then if it wasn’t his tiler he told me it was the plumber as the tiler was busy. A few days later, Gino a great guy came to look at it, called the Gelder group office and said it was the worst tiling job he had seen in 30 years, he then asked them to find out where the plumber had put the 33 spare tiles to which the reply “he errr used them all” he fought our corner for us for an hour with Gelder group, explained that this could not be redone and the standard was appalling. Gelder promptly passed it back to LV to deal with, after weeks of ignored emails finally insisted on sending a company round called “Magic Man” who could repair broken tiles and rebuild tiles that were cut short, they had ever confidence “we would hardly notice" The results:“no chance at all, never seen a job that bad and I’ve seen a few, who’s done that?" We were then offered a compromise,“how about we get some white tiles and make a feature out of that part of the wall?”the next compromise was “we noticed you had spare kitchen tiles, can we use those, I know the colour and size is different but if we mix them in it will look ok” we insisted on a retiling . We now choose our own contractor, LV agreed, they offered was £2100 for everything, this includes putting the leaking toilet right (still leaking a year on) replacing the floor, replastering and new tiles, the bathroom has to come out for tiling, shower, radiator, toilet, sink We had two quotes from bathroom fitters, around £4,500. For months now LV have delayed making a final decision on paying out, full of sympathy but it’s going from person to person, dept to dept. “there were mistakes on both parts”, my parents mistake being they couldn’t make up their minds quickly, partly because they are old and partly because that many different people came that told them different things they got confused to hell, the other mistake according to LV was my parents didn’t want to pay the excess or 50% contribution because of upheaval and finances, of course they wouldn’t?? Who would when you have a 1ms area and 33 spare tiles!! An unfortunate case of “their old, don’t worry about it” Think about this story before you take out a policy with this company. Reviewed on: 15th February 2022
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Matt C