We had a building survey done on a house we were buying. The company were not communicative and about 5 days after I thought it might have taken place (they never confirmed, they just said they 'might' be able to do it that day) I emailed to ask whether it had happened. The admin forwarded the email to the surveyor, who never answered. Their website says they will get aim to get the report to you in 3-5 working days. 16 working days later I emailed to complain and spoke to the surveyor on the phone. Essentially, he said that the delay was because he wanted to informally speak to an engineer friend about a crack and the friend had not got back to him yet. The next day the surveyor sent me the report (he still hadn't spoken to his friend).
FYI the quality of the survey report was fine.
I'm really unhappy about this service as it caused quite an unhelpful delay. The purchase fell through the day I got the survey so it was actually pointless by the time I got it. I emailed them to complain again and I asked for a refund or a free survey on an alternative property. They've offered me approx a 20% refund but I feel like this isn't good enough considering the length of the delay.
Am I being unreasonable? Please do let me know what you think and what you would do in this scenario.