I needed my lead flashings replaced around my dorma windows. I contacted a lot of roofers and found a good one - I got a date which was 8 weeks away, as they were a good company with good reviews I decided to wait and go with them. All other roofers had similar availability but were not as well rated. A few days before the agreed date I got a phone call saying the work would start 4 days later than expected, I explained that was ok but I wouldn’t be happy if the work didn’t start on the newly agreed date. I was assured that the work would start 4 days after the date agreed (they made me sign work contracts prior with the initial date and lots of warnings about my right to cancel and my legal obligations to honour the contract). I said I was ok with one pushback but I am eager to get work done as I had been waiting 8 weeks and I was conscious of wet weather forecast. The water had been entering through a gap between the lead and the slate and tracking across the beam so I have brown water stains in my dining room. However, the day before the second date I got another phone call saying the work will start a week after the first initial date. I expressed I was not happy with this, we had agreed a date why has it been delayed twice and why assure me after the first reschedule that there would be no more rescheduling. I got a lot of excuses - they are working on an open roof etc. I explained that someone else’s roof wasn’t my concern, I am only interested in my job - I have water coming in through the gap. I explained I was told explicitly that it wouldn’t be delayed again and I asked how can I be sure they won’t push back a third time. I was told that I wouldn’t and this inconvenience would be reflected in the price. I never asked for a discount, the receptionist suggested this more than once. I asked her to clarify what she meant as she was just saying ‘sorry, this will be reflected.’ She couldn’t tell me how much discount but it was established there would be a discount. The work was carried out a week after the agreed date and 9 weeks after initial booking. I called up for a new invoice as the invoice I had was incorrect and had the wrong dates on it. I was told abruptly I would not get a discount. I hadn’t even mentioned the discount as I was pleased with the work and glad it was watertight. The way the receptionist told me made me really annoyed, I only asked for a reissued invoice and she said ‘we will not be a discount on the bill’ and kept talking over me telling me the delay was due to covid, she had worked there for thirteen years and in that time it is not their policy to discount . I stopped her to tell her I never even mentioned discount but since she brought it up why did her colleague (her supervisor) tell me it would be reflected. She said she doesn’t know and they would need to be clearer about the way they say things. I said I had been given the wrong information three times and they have a really bad attitude, almost accusing me of trying to get a discount when I hadn’t even said anything and it was them a week ago who told me about this ? Now thinking about it i’m a bit annoyed at the way she spoke to me and the misinformation given. Why offer something and then be really rude about it a week after? What should I say? She is a really annoying lady who interrupts and talks over me. When the person first answered phone I explained who I was and I needed an invoice - she must have passed me on to her and said that’s the lady wanting a discount or something to that effect and when she came on she immediately started a tirade about how there will be no money off. That ruffled my feathers as I hadn’t even called about that? What would you think about this? The roof engineers were amazing, it’s the receptionists that are so rude? The lady who said about the date being set back twice would be reflected is off for a few weeks. I asked her colleague why did she say that if it’s not commonplace to offer discounts. She said she did not know and the person is off for a few weeks but left a note on my invoice saying no discount? Seems like they got me to sign a work contract so I couldn’t pull out but they seem to get away with rearranging planned date twice and lying to customers?
Yabu - people say stuff they don’t mean, it doesn’t matter
Yanbu - unprofessional response