written by aarcole12 on 21/03/2024
We bought a Wain homes property in July 2022 with lots of smiles and promises from the sales people. Little did we know what we'd let ourselves in for. From day one, after finding dozens of snags, we became worried at the length of time and lack of communication for Wain homes. It bacame very clear that their customer service department held a very 'couldn't care less' attitude and that the builders were of the poorest standard. It took well over a year for Wain Homes to deal with the snags and even then, when they repaired or replaced a problem, in a lot of cases, the fault reoccurred. We are still dealing with handles that are falling off doors, locks not working and breaking even when they have been replaced and doors dropping. Even our garden has grass that won't grow due to whatever is in the ground preventing it. The most recent event was the boiler which broken and the tenants who had just had a baby was left without hot water and heat. I Called the emergency help line as soon as the boiler stopped working on 11th March 2024. When I did get to speak to the operator, they responded by saying 'why are you calling this number, it's only for contractors' and told me to phone the customer help line. I called the customer help line where the answer phone message provided me with exactly the same number as I had already called. So, I called that number again and was told the exact same thing. So, I emailed WAIN homes on the same day (11th March) explaining that the occupiers of the property had a brand new baby and I could NOT leave them without heat or hot water. As usual, they didn't respond until days later (14th March). As much as you seem to think it is acceptable, I couldn't leave the tenants without heat or hot water so had no option but to call in an engineer who diagnosed the fault due to the usual poor workmanship by your builders. Wain homes eventually replied to inform me that I have invalidated the 2 year warranty on the boiler as I Had instructed an external engineer. WHAT DID THEY WANT ME TO DO???? Wait for their lack of response to an emergency???? Most people would understand that I had no option due to the fact that they hadn't responded to the emergency and I couldn't get to speak to anyone. NO SURPRISE that WAIN HOMES are not accepting any responsibility for this, I wouldn't have expected anything less from their company who, in my experience holds first prize for the worst customer service that I have ever experienced. Please DO NOT buy a new home from WAIN HOMES, we are devastated by our experience with them and continue to be disappointed and upset to their response to us in everyway :(
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