This is our letter of complaint to the Bath Building Society
Twenty years working in my industry I have never met professionals so incompetent and downright unethical as yourselves, and I work with some punch drunk monosyllabic neanderthals.
Your handling of this whole situation has been diabolical, unethical and dishonest to the point of criminal.
It came to light that you didn’t even know what you had initially valued, which I paid you £500 for. You came back to me four months later asking what the barns were for and what I was doing with them and requesting quotes on work. Maybe they were staying as barns, meaning no work to be done or maybe they were being converted into an annexe meaning the valuation was possibly £250,000 out. You had no clue what you were doing at all.
Then on Friday last week after six months of back and forth we received a call saying an offer will be made this week, Wednesday we received a call saying its been passed by the first underwriter and it would be fine to purchase a static caravan to move onto the land.
Then yesterday, three days before the deadline, you request quotes from tradesmen on several areas as the initial budgets we sent with a £50k contingency were now not good enough. So you accepted them six months prior, your assessor accepted the budgets but three days before the deadline you decide they might not be realistic? Yet at the same time, you reject quotes I sent by tradesmen as the quality may not be sufficient. The six-page report from the wall tie repair specialist was not good enough on paper for you, why did you assume the only quote we had was the one getting the job? Seems somewhat idiotic on a £750,000 property don’t you think?
- Where and when did you ever request the quotes we gathered are the ones we have to finally use? Surely you expect us to gather several quotes and choose the best. And you would expect us to change contractors if a shoddy job was being done i expect?
- Where did you ever stipulate the highest quality quote will only be sufficient and how do you asses the quality from a quote? Why was our experience with contractors less valuable than a quote from a stranger?
- The quotes were sent at your request so you could assess our financial position, not the quality of the workmanship which is, of course, unknowable from quotes, until work begins.
- As explained this is not our first renovation so our experience with contractors is plenty and the quality of our work can be seen.
It would require months of site visits and discussions with dozens of people to find the right contractor, and then it can change part way through. To expect less is reckless and to expect that to be done before a mortgage offer is completely unreasonable at this stage, three days before the deadline. If you had been honest and clear from the beginning this would have all been completed by us.
After six months of emails back and forth, not once have you requested any of these quotes at all, never, not once. The quotes you asked for we sent along with a full structural survey that detailed absolutely everything possible. Without actually starting work there was nothing more we could do, we knew the extent of the renovation requirements and we showed we had the funds.
You once mentioned in brackets, and in your own words “As a side note the treatment of the timbers and damp proofing will need to be done by a specialist registered” You clearly said, AS A SIDE NOTE. You, not once said, we need this quote by this qualified person. Not once.
Asking for them now knowing there is a deadline is simply disgusting and incompetent. You suddenly seem concerned about the quality of the work yet show such low quality in your handling of all this it’s beyond a joke. It just feels like some straight out of college millennial trust fund kid with no life experience outside of the office or Starbucks, is trying to justify their job by looking like they are being careful when they simply look like they are incompetent.
For the last six months, you have led us along a path with a series of questions and requests. Pay off our loans of £10k, more surveys £2500, more quotes, more financial proof, again and again, we responded instantly and jumped when asked. Then three days before the deadline you turn round and tell us we’ve been on the wrong path all along. Like some sick twisted game, you deliberately and knowingly deceived us and led us to failure. Disgusting behaviour if not criminal.
We know the financial sector has changed recently due to the criminal elements, greed and incompetence rife throughout, but to not loan £200,000 when matched by our own £200,000 on a house you have valued at £500k plus not including the outbuildings (admittedly you had no idea what you had valued) is just remarkably stupid. We were pretty much match funding you on the build and yes it was to be an annexe and gym meaning the final valuation should have been closer to £750,000.
Not once did you ask if we had a contingency in case post-Brexit the interest rate increases to 4% which it easily could? This is your arena, you never once asked the most important question and a variable mortgage.
- Can we afford it? YES
- Do we have the money on hand? YES
- Have we experienced in high-quality renovations? YES
- Are we an established respected business and valuable members of the community with more to lose? YES
It’s clear now that you, Bath BS, do not know what you are doing, so we won’t be giving you our business. Its started to feel like you think you are doing us a favour like we should be on our knees with cap in hand. We only work with people who work with clarity and integrity from day one, we have values and standards, our business is built upon such things and we live these values off the mats as on them.
We cannot get back the last six months of our lives. We now have nowhere to live as we put 100% into this happening, there was no going back for us, we have no backup, we have nowhere else to go. We have been sleeping on floors, borrowed houses, rented holiday cottages and lived an extremely stressful few months waiting for this to happen. We are now homeless.
We put our faith in you and sadly you failed miserably.