Cowboy bathroom fitter - shocker

[DT1975]

Background: daughter needed a new shower tray and screen. I made her aware that to get the tray out tiles would have to come off, they could pull plasterboard / stud wall off etc. She wouldn't listen, went to B&Q where they recommended a service called need.help.com. on there she found a fitter with so called good reviews who quoted her £390. (later found companies house show his company were compulsory dissolved in June but he's still trading under the same name ?)

That aside before knowing this she said he seemed a decent bloke, helped source the screen and tray on his account.

Anyway she called me around . As expected a load of tiles (mosaic) had to come off and he said to proceed he wanted another £400 to re tile it. She coughed up in good faith. They couldn't find the mosaic so went with grey.

This was how it was left. The tiles are misaligned, he bodged in plasterboard strips but didn't prime them so the tiles were literally held onto the wall with the sealant so were loose. The white sealant is infused with grey grout because he didn't let the grout dry before applying the sealant - its just a mess.















Clearly the bloke can't tile and is clueless. He immediately offered to come around the following evening and put it right but this isn't a simple job you can do in a few hours and plus I didn't want to let him anywhere near the job again.

I've asked him for a refund of £300 (part of what he quoted for the tiling job) but he's not having it saying he can fix it. Sorry - he isn't coming anywhere near it.

I've pulled off the tiles and the plasterboard (held in with masses of sealant - I mean he went crazy with sealant even sealing over mouldy tiles with the surround)

I don't think we'll see a penny back but I'm now sorting it.

I intend to re fit tile backing board, its only a tenner a sheet, scrim any edges, use a flexible tile adhesive and re tile using white tiles. I appreciate ideally the whole lot should be ripped out but she'd need new stud walls etc and just wants it looking half decent for when they sell.

Edited by DT1975 on Tuesday 29th October 12:16

[KAgantua]

That's awful. Id be complaining to B and Q/ posting on social media. They recommended the install company!!

[zedx19]

KAgantua said:

That's awful. Id be complaining to B and Q/ posting on social media. They recommended the install company!!

They didn't though, customer presumably asked a member of staff if B&Q installed shower trays, member of staff will have said, "No but try needhelp.com as they have tradesmen listed", customer then went to the website and picked someone, nothing to do with B&Q at all.

Small claims court seems to be your only option here OP, that and leaving a honest review on needhelp.com.

[KAgantua]

zedx19 said:

KAgantua said:

That's awful. Id be complaining to B and Q/ posting on social media. They recommended the install company!!

They didn't though, customer presumably asked a member of staff if B&Q installed shower trays, member of staff will have said, "No but try needhelp.com as they have tradesmen listed", customer then went to the website and picked someone, nothing to do with B&Q at all.

Small claims court seems to be your only option here OP, that and leaving a honest review on needhelp.com.

Simple fact is the supplier (B and Q) recommended the fitter, so they are partially on the hook here.

[PoorCarCollector]

KAgantua said:

zedx19 said:

KAgantua said:

That's awful. Id be complaining to B and Q/ posting on social media. They recommended the install company!!

They didn't though, customer presumably asked a member of staff if B&Q installed shower trays, member of staff will have said, "No but try needhelp.com as they have tradesmen listed", customer then went to the website and picked someone, nothing to do with B&Q at all.

Small claims court seems to be your only option here OP, that and leaving a honest review on needhelp.com.

Simple fact is the supplier (B and Q) recommended the fitter, so they are partially on the hook here.

Simple fact, you are apparently unable to read and understand. Try again

[JimM169]

Doesn't sound like B&Q recommended anyone, just that somebody who works at B&Q suggested a site that has a list of tradesman. It was the daughter that picked someone from that site


ETA
Apologies! Just noticed that the tab header for the website says 'B&Q Partner with NeedHelp' so presumably is an official recommendation?

Edited by JimM169 on Tuesday 29th October 14:05

Edited by JimM169 on Tuesday 29th October 14:06

[Baroque attacks]

Sounds like someone on the payroll for B&Q recommend the company, while on shift at B&Q.

Said company is also noted on the B&Q website.

[Gary C]

KAgantua said:

Simple fact is the supplier (B and Q) recommended the fitter, so they are partially on the hook here.

Nope

They didn't

[Rough101]

From B&Q

• Satisfied or Re-Done Guarantee

The Needhelp Satisfied or Redone guarantee is valid for 7 days from the date the job is completed. Claims are capped at £2000 and cannot exceed twice the original cost of the job and/or replacement materials (where required). Your statutory rights are not affected. Visit needhelp.com for full terms.

[JQ]

https://www.diy.com/services/needhelp

Certainly looks like part of the B&Q offering.

B&Q are also on the front page of Needhelp's website -

https://www.needhelp.com/en-gb/content/digital/ban...

[Rusty Old-Banger]

PoorCarCollector said:

KAgantua said:

zedx19 said:

KAgantua said:

That's awful. Id be complaining to B and Q/ posting on social media. They recommended the install company!!

They didn't though, customer presumably asked a member of staff if B&Q installed shower trays, member of staff will have said, "No but try needhelp.com as they have tradesmen listed", customer then went to the website and picked someone, nothing to do with B&Q at all.

Small claims court seems to be your only option here OP, that and leaving a honest review on needhelp.com.

Simple fact is the supplier (B and Q) recommended the fitter, so they are partially on the hook here.

Simple fact, you are apparently unable to read and understand. Try again

I don't think you are right.

[JQ]

JQ said:

https://www.diy.com/services/needhelp

Certainly looks like part of the B&Q offering.

B&Q are also on the front page of Needhelp's website -

https://www.needhelp.com/en-gb/content/digital/ban...

B&Q website states the work is guaranteed:

"*Satisfied or Re-Done Guarantee
The Needhelp Satisfied or Redone guarantee is valid for 7 days from the date the job is completed. Claims are capped at £2000 and cannot exceed twice the original cost of the job and/or replacement materials (where required). Your statutory rights are not affected. Visit needhelp.com for full terms."

[zedx19]

JQ said:

B&Q website states the work is guaranteed:

"*Satisfied or Re-Done Guarantee
The Needhelp Satisfied or Redone guarantee is valid for 7 days from the date the job is completed. Claims are capped at £2000 and cannot exceed twice the original cost of the job and/or replacement materials (where required). Your statutory rights are not affected. Visit needhelp.com for full terms."

First line, "The Needhelp Satisfied or Redone guarantee", B&Q are not guaranteeing the work, Needhelp are. OP can try and moan at B&Q, they will tell him he needs to take up his complaint with Needhelp.com, who he (or daughter) employed to carry out the work.

OP has already ripped out part of the shoddy work, which likely negates the gaurantee now anyway, but OP would still be wise to start a claim with Needhelp.com (not B&Q) and see what happens.

[PoorCarCollector]

zedx19 said:

First line, "The Needhelp Satisfied or Redone guarantee", B&Q are not guaranteeing the work, Needhelp are. OP can try and moan at B&Q, they will tell him he needs to take up his complaint with Needhelp.com, who he (or daughter) employed to carry out the work.

OP has already ripped out part of the shoddy work, which likely negates the gaurantee now anyway, but OP would still be wise to start a claim with Needhelp.com (not B&Q) and see what happens.

Exactly this! Why people are saying the issue is with B&Q, the complaint needs to go through Needhelp

[JQ]

zedx19 said:

JQ said:

B&Q website states the work is guaranteed:

"*Satisfied or Re-Done Guarantee
The Needhelp Satisfied or Redone guarantee is valid for 7 days from the date the job is completed. Claims are capped at £2000 and cannot exceed twice the original cost of the job and/or replacement materials (where required). Your statutory rights are not affected. Visit needhelp.com for full terms."

First line, "The Needhelp Satisfied or Redone guarantee", B&Q are not guaranteeing the work, Needhelp are. OP can try and moan at B&Q, they will tell him he needs to take up his complaint with Needhelp.com, who he (or daughter) employed to carry out the work.

OP has already ripped out part of the shoddy work, which likely negates the gaurantee now anyway, but OP would still be wise to start a claim with Needhelp.com (not B&Q) and see what happens.

Completely agree, but if it was me I'd still be kicking up a massive fuss at B&Q, particularly on their social media accounts. It clearly wasn't a random employee recommendation, B&Q have partnered with Needhelp and are promoting their services. If their service is st B&Q need to know about it.

[GLS]

JQ said:

zedx19 said:

JQ said:

B&Q website states the work is guaranteed:

"*Satisfied or Re-Done Guarantee
The Needhelp Satisfied or Redone guarantee is valid for 7 days from the date the job is completed. Claims are capped at £2000 and cannot exceed twice the original cost of the job and/or replacement materials (where required). Your statutory rights are not affected. Visit needhelp.com for full terms."

First line, "The Needhelp Satisfied or Redone guarantee", B&Q are not guaranteeing the work, Needhelp are. OP can try and moan at B&Q, they will tell him he needs to take up his complaint with Needhelp.com, who he (or daughter) employed to carry out the work.

OP has already ripped out part of the shoddy work, which likely negates the gaurantee now anyway, but OP would still be wise to start a claim with Needhelp.com (not B&Q) and see what happens.

Completely agree, but if it was me I'd still be kicking up a massive fuss at B&Q, particularly on their social media accounts. It clearly wasn't a random employee recommendation, B&Q have partnered with Needhelp and are promoting their services. If their service is st B&Q need to know about it.

And you'll come across as a complete tool (excuse the pun). Educate yourself on whose T+C's you're agreeing to. Could do with a lot less of the "cancel culture" type approach to resolving issues.

OP ignore JQ's advice. Contact NeedHelp to get it resolved.

[tux850]

JQ said:

Completely agree, but if it was me I'd still be kicking up a massive fuss at B&Q, particularly on their social media accounts. It clearly wasn't a random employee recommendation, B&Q have partnered with Needhelp and are promoting their services. If their service is st B&Q need to know about it.

It's not so much a partnership, but rather that both are owned by the same parent company (Kingfisher) and so given the nepotism they likely won't really care.

I'd be going straight to NeedHelp as ultimately that's where any remedy will come from.

Edited by tux850 on Tuesday 29th October 18:34

[Simpo Two]

DT1975 said:

(later found companies house show his company were compulsory dissolved in June but he's still trading under the same name ?

The Company (a legal entity) has gone so he's a sole trader.

[DT1975]

Thanks for the replies. Needhelp will only consider a claim for the work quoted which was to plumb and fit the shower tray and shower screen at £390. Needhelp take a cut of that.

He treated the tiling as a separate job (he said before the job until the old tray was out he'd have no idea how much extra work was needed).

Needhelp also take 15 days to respond, they cant hang around without a shower for two weeks so we had to crack on however I've evidenced every step of the way. We'll still pursue other angles (B&Q, trading standards etc)

That aside in relation to the job any further advice from tilers. We've got some waterproof backing board and will just run some plain white tiles below the mosaic, also use flexible adhesive. I've done a couple of my own showers in the past just a bit rusty.

[DT1975]

Simpo Two said:

The Company (a legal entity) has gone so he's a sole trader.

Probably immaterial but he's still using Ltd on his website, the one on needhelp, his e mail and whatsapp correspondence with me.

Edited by DT1975 on Tuesday 29th October 23:38