However about 15mins after the installers had left as I was vacuuming the area they had worked I discovered 3 marks in the carpet by where they had been working which had not been there prior to their arrival. On closer examination the marks appear to be scorch or burn marks where something hot has caused the carpet to melt. The pattern of which would match a drill bit.
I immediately contacted UFF to lodge a complaint which was handled promptly and professionally the arranged for someone to come out a few days later and take some photos of the damage. The person taking the photos said his field manager would be in touch. The next day the same person that had taken the photos rung and apologised for the damaged and asked if I wanted something done about it or if I was just bring it to their attention. I stated I would like it to be fix, to which I was told the field manager would be in touch. After a week of not hearing anything I rung the UFF helpdesk and was told I the field manager would be in touch.
After several missed calls the field manager left a message on my phone basically stating he had looked at the photos and from his point of view the was no way his workers could have caused that damage on the basis the drill bit would have to be removed from the drill 3 times for it to have caused the damage as if the bit was still in the drill it wouldn't make contact with the floor. As such there would be nothing further they could do. He finished the call saying he would try and attempt to contact me to speak directly. No further attempt was made.
No happy with this response today I finally got some free time to follow this up. I rung UFF and finally got put through to the field manager. Who reiterated what he had left in his message and pretty much said although he was careful to choose his words that the damage was there prior to them doing the work and if I argue otherwise I'm lying.
I explained to him that the UFF installers where so unprepared they had flat drill batteries and were swapping drills between the guy working inside and the one outside to the extent both their drills ran flat and I had to lend them my drill to complete the job so it was highly likely that they had to swap out the drill bit.
I'm looking for some advise where should I go from here? I'm not happy with the response and the damage to the carpet.
- Pursue this further? claim insurance, disputes tribunal?
- Give up?