Never Paint Again / All Seasons Wall Systems - Warranty Issue

[lisag]

Hello, thanks for reading.

 

I had a company called Never Paint Again aka All Seasons Wall Systems Ltd repair and spray paint the exterior of my house in February. They did a pretty good job, but there is a problem with the concrete balcony, some areas around the top of the balcony wall where the paint is peeling and cracking and needs repairing and repainting. They use a specialist paint product by Andura which is supposed to be waterproof, weatherproof, long lasting etc etc.

 

Now, I have a 15 year warranty with this service, which is allegedly insurance backed. They have acknowledged in writing that they will come back and do the remedial work, and gave me a date of 1st July, but this date was cancelled and a new one has not been made.

 

I keep calling and emailing but either get no response or just get fobbed off.

 

What can I do to try and persuade them to come back and sort this problem out? Anything?

 

lisa

[Conniff]

You should write to them by recorded delivery letter giving them a date by which to fix the problem and saying that if it is not fixed by that date, then you will another company in to do it and send them the bill plus your expenses.

[lisag]

You should write to them by recorded delivery letter giving them a date by which to fix the problem and saying that if it is not fixed by that date, then you will another company in to do it and send them the bill plus your expenses.

 

Thank you. Have done as you suggested today.

[neverpaintagain]

Hi. I found this page purely by chance. I am sorry to hear that you have had issues with a contractor who advertises on our website. I see this was posted in July. Have you contacted us about this here at never paint again ?

 

as of course your posting is anonymous so i cannot look into your claims but if you would like to visit our website and send us an email as I am very keen to hear whether this has been resolved and i will look into the matter personally.

 

You state you warranty is "allegedly" insurance backed?

 

We, or rather the professional contractors we have worked alongside for the past donkeys years, guarantee our exterior wall coatings with a warranty backed policy so "allegedly" doesn't really come into it. Again, instead of posting this on the internet, you would receive a far better service if you contact us directly, if you have not done so already?

 

Our group has spray coated 1,000s of homes across the Uk over the past few years and rarely are there any problems whatsoever and we rely on the good faith our customers to notify us of a problem, however unlikely, in the first instance, so we can actually do something about it. We are only human, but we take all comments both positive and negative very seriously and welcome any suggestions on how we, and anyone that works for us or with us, can improve our service to you, the customer.

 

Please can you let me know if you have contacted us and the matter is dealt with

[lisag]

Hello, thanks for posting its good to have contact with you

 

I did email you (Never Paint Again) in the first instance when the problem first occurred, you replied promptly telling me that you had passed my email on to All Seasons Wall Systems and hoped that things would be resolved soon. The recorded delivery letter that I sent, as advised by Conniff in this thread, did the trick and they did come and do the remedial works upon receipt of that letter.

 

With regard to the insurance backed warranty, I still don't think that I have one. I looked through all my paperwork and although I have a warranty certificate from All Seasons Wall Systems I have nothing in respect to an insurance document.

 

The Never Paint Again website, which is very impressive and comprehensive was what initially attracted me to have the work done through this company. According to the website the warranty is provided through the IWA (Independent Warranty Association). However, when I looked at their website ( www . iwa . biz ) they state that I need my insurance certificate and reference number to approach them to make use of the warranty. I don't have this.

 

Any ideas?

 

lisa

[neverpaintagain]

Hi and thanks for replying and i'm glad you got the issue with your textured coating sorted out. Any problems with jobs are extremely rare but we always honour our guarantees and of course your experiences with us and all seasons, are testimony to that!

 

I am glad all is well and sorted.

 

As far as whether you have a warranty document, well i do not have access to your files or contract so i cant confirm that, but we started doing the policies probably last December or something so any jobs before that are not covered and of course the policy cannot be put in place retrospectively, the policy has to be purchased at the time of placing the order with all seasons systems. I cant seem to be able to post a link on this website but if you go to the NPA website and click on GUARANTEE near the top right hand corner.

 

 

When did you have the work done initially?

 

I wouldnt worry too much about it at present, like i say, we're not going anywhere, we've been around doing this since 1986 (!) and the warranty insurance is for the situation whereby a dodgy company goes bust, and remedial work is required to a wall coating.

 

Wall coatings installations usually go wrong, if they are going to go wrong, with the first few weeks after application, and that is usually thru a cowboy company doing a poor job, which of course doesn't apply to us to say the least!

 

I think your first port of call would be to contact All seasons again regarding insurance, but like i said, there is no reason for you to worry as the job and hopefully you are pleased that we did come back and correct the issues you had, and all is well and everyone is (presumably) happy!

 

Any problems or questions, Please feel free to email me back personally.

[lisag]

Hello,

 

The work was carried out on my property in February 2010, so would be after the date that the insurance backed warranty was included.

 

However, I must admit that having looked at the Never Paint Again website and using the information on there to choose that route to purchase the wallcoatings work, I did assume that the insurance backed warranty would automatically be included.

 

No-one ever mentioned anything to me about having to purchase it separately, and it is not mentioned in any of my paperwork so I can only assume that I never got it? I feel rather duped about that to be honest.

 

lisa

[neverpaintagain]

Duped?

 

........er........ i think you have the wrong end of the stick so to speak. Please refer to what i said in the previous message in respect of the fact that you do NOT need to make any claims with a warranty policy as the minor problems with the work have been rectified as you say.

 

to be quite honest, i have tried to help you here but as an organisation it is bad practice for us, and me, to be online on this website "putting the washing out" to quite another phrase. Please, if you have any issues, you would receive a far quicker and more effective service by emailing me direct!!!!!!

 

If you have any issues with warranties or anything, you need to contact the company who did the work, i am merely trying to help you here., however based on what you have said, all is well and there are no issues.....

 

At no stage would you have been lead to believe anything other than the truth. All of our competitors merely have advertising websites, however ours is AWASH with consumer advice and various terms and conditions, but we cant present every bit of information to every visitor as quite frankly no one would be able to read it all without falling asleep! But we try our best

 

Lisa, with all due respect no one has duped you and that is something we do not do. We post as much info on the site as possible. There is nothing on the page where you email us that mentions warranties so you were not mislead. At the time of you placing the order (on our old style site), there was a VERY prominent message at the foot of every page informing you of our terms and conditions of service. EVERY SINGLE PAGE. about 400 of them .

 

There is a page, VERY prominently on the site , of which i have urged you to visit, which is very clear about the process and i am sorry that you did not manage to secure warranty insurance at the time of placing the order, but, again, you dont need warranty insurance as NEVER PAINT AGAIN and the people who work with us, HONOUR guarantees and claims!!!!! as rare an occurrence as they may be.

 

I hope that this answers some of your questions, but please can you email me direct instead of posting on-line for the world to see. Thanks

[lisag]

Hello,

 

I think you are over reacting a bit here.

 

I am not saying that I am unhappy with the work.

 

I am merely stating the facts about a couple of issues that arose:

 

1/ It took a long time, many phone calls and a recorded delivery letter to the company to get them to return to do some remedial works to my property.

 

2/ The Never Paint Again website states that the work includes an insurance backed guarantee. I assumed that I would get one and I didn't. I didn't read all of the smallprint on the website and no-one ever bought it to my attention that I needed to purchase this separately.

 

Like you say, so far so good, everything is okay, and hopefully it stays that way for the next 15 years.

 

I did have a problem though, and it took a while to get it sorted which is why I asked for help on these forums.

 

I am not trying to be malicious or unnecessarily negative, I am just stating some facts. And I think it is good to state these facts on a consumer forum where other consumers can have access to as much info as possible about companies and trading practices.

 

lisa

[neverpaintagain]

yes that's fair enough and i dont think you are being malicious, dont worry! I am glad all has been sorted out, but please Lisa, we did NOT dupe you, we dont work like that and we are not that sort of people!

 

I do send my apologies that the matter took a long time to resolve, and because of this we will be looking into introducing a system so that any problems, however rare, can be reported to us quickly and easily. .......but it is usually easier to contact the company directly.........

 

..and i 200% agree with you about informing the consumer which is one reason our website is not merely an advert!

 

and would recommend anyone to visit our site (neverpaintagain.co.uk) as there is a lot of information and news stories related to how to avoid being conned and ripped off.

 

Keep up the good work and thank you

Edited September 13, 2010 by neverpaintagain
typo

[lisag]

I would like to post my experiences of using Never Paint Again, the exterior wallcoatings company.

 

When I was looking for feedback on the company, prior to going ahead with the work, I had trouble finding any independent reviews or comments of customer experiences, so I thought it would be helpful to others to post my own.

 

The company concerned is at www . neverpaintagain.co.uk.

 

I contacted them through their website and a rep drove from Stockport to my house in Essex to give me a quote in January 2010. I had done a lot of research and I knew what I wanted and roughly what it should cost. I haggled a little and got the quote down to within my budget at £5950. This was to carry out repairs to areas of cracked / blown render, carry out a few other minor repairs, re-surface the floor of the concrete balcony with liquid rubber, and finally spray the whole house with Andura paint, mainly white but with some small areas of brick red detailing. This all came with a 15 year guarantee and included a free check and clean after 5 years.

 

The work was carried out in February 2010, and I was pretty happy with it, apart from the following issues:

 

The company that quoted for and carried out the work are All Seasons Wall Systems Ltd from Stockport, they are a long way from Essex for any follow up work or issues that may occur.

 

The contractors were clearly using Andura Paint for the white areas, they applied this by spray and gave me some that was leftover in case I needed it at a later date to touch in any new cables etc, however I never saw the red paint in Andura tins, they applied this by brush and I think it may have been Crown masonry paint.

 

The rep that called to quote me said that they would coat the walls as many times as required to get a nice textured, even finish, they in fact only applied one coat, and although the Andura product is fairly thick and textured, it didn't give a total overall uniform finish, some unevenness in the render underneath still shows through.

 

The rep that called said that I was getting a special price if I agreed to an advertising board being at the property and to before and after photos being used for a website promotion, none of this ever happened.

 

The work was originally scheduled for March, but they asked to bring it forward to February, I expressed concern at the unsuitability of the weather and the temperatures at that time, but they assured me it would be fine. I think the paint was applied at temperatures below what is recommended on the tin of Andura that was left for me.

 

I was under the impression, mainly from the Never Paint Again website that my guarantee was insurance backed, however it has subsequently come to light that I would have had to pay extra for this, as no-one explained this to me, I was never issued with an insurance certificate,so didn't get the insurance backed guarantee.

 

So, since the work was completed in February 2010 I have had a couple of issues, there is a problem area at the top of the balcony wall where both the red and white paint seems to crack and peel. I first spotted that this had happened in May 2010 and contacted both Never Paint Again and All Seasons Wall Systems. It took a numerous number of phone calls, and a recorded delivery letter sent to them before they came back in August 2010 to do the repair work to this area.

 

We then had the recent bad winter, and I spotted in December 2010 that this same area had cracked again with peeling paintwork both white and red, and some of the pointing of the red brickwork had blown and become crumbly. I contacted All Seasons again and they said that they would send someone after Xmas. The problem seems to be getting worse, with some damp showing in the lounge which is directly below the balcony, messing up the new plastering and decorating that I had done in March last year, once the exterior walls had been finished. So, I have used the leftover white paint to repair the white the best I can, and also used some red masonry paint to repair the red, but the shade is slightly different so it doesn't match. I also asked All Seasons to send me some red paint so that I could do it myself but they said they would rather send the contractors to do it

properly, and despite promises of 'next week' no-one has shown up. I am tempted to buy a tin of good quality textured red masonry paint and do it myself as best I can, but it won't match the exact shade of the other red areas on the house, and it doesn't exactly bode well for the 'Never Paint Again' slogan.

 

Thanks for reading, I would be interested in any comments / advice that people have for me.

 

lisa

[neverpaintagain]

......so why are you posting on here again? you will recieve communication from the people who did the work and the people you should have contacted in the 1st place. why do you do this? we have had no communication from you about this, so why do you feel that you have to go online and post this instead of just sending us an email. your problems, and they are very minoir, will be dealt with., i will also advgise you that what you have posted online is incorrect factually as you are not our customer andyou know, and knew, full well that you are a customer of all seasons systems, the people who did the work!!!

 

 

you will have to excuse my rather rude manner but technically speaking i am very annoyedf that you see fit to drag my company thru the mud when we have done nothing wrong.

 

you are not a customer of ours and you know that.

you know that when the contractor came to see you to price the job up, and when you agreed to have the work done and signed a contract with them, you also knew 200% that you were not dealing with us, the website, who promote several exterior wall coating companies across europe.

 

hey, do you think sending an email to us outlining the issues you have, which are minor and very rare, would have solicited a better response???

 

i dont know what you are trying to prove by these untrue and defamatory comments on the internet but assure you, this will not carry on

[alanfromderby]

I think it is important to discuss this issue as I understand there have been some problems with companies obtained through the NPA website. Whilst I accept that it is annoying that people get confused between the NPA site and the contractors that carry out the work. It is a valid question to ask as to whether NPA seek to verify the quality of the contractors that they promote.

[dx100uk]

old and new threads merged here

 

dx

siteteam

[MARTIN3030]

Lisa can you confirm whether you still cant post ?

Hit report triangle if thats the case.

Theres no reasons why you should not be able to post.

[imaginarynumber]

Is there any member her who has visited his site and could tell that it was just a refering site? So to whom is he refering when he says "we" repeatedly?

 

Is there any member her who has visited his site and could tell that the 15 garantee is only valid if the customer actually asks to pay a 10 year insurance policy (which is only mentioned on one page on the site, which has hundreds of pages) at the point of agreeing to have the work undertaken?

 

Mud dragging??? Me thinks that is where you wallow sir.

[lisag]

I posted on here and on the Money Savings Expert Forum at the same time.

 

The thread on Money Savings Expert has been really busy, so I don't want to repeat everything here.

 

I may be able to link to it though as it is interesting reading:

 

forums . moneysavingexpert . com /showthread.php?t=3045796

 

Suffice to say that everything I have posted about my experiences with Never Paint Again are just honest, genuine, polite, factual comments. I am not attempting to be malicious, or to cause harm to the Never Paint Again company / franchise.

 

I am however, disappointed that after spending the money I did, that I still have unresolved problems with the work that was completed, and that the customer service that I have received has been very poor. In fact, Never Paint Again response to me on the forums have been blatantly rude and threatening.

 

He seems to have a bee in his bonnet about me not being a 'Never Paint Again' customer. It is true that All Seasons Wall Systems carried out the work, but the relationship between Never Paint Again and All Seasons Wall Systems is confusing. Also my post was partly to act as a consumer review of my personal experience of using the Never Paint Again website, as a customer.

 

I am attempting to post a picture of the back cover of the folder I received from All Seasons / Never Paint Again, which shows how their letterhead is laid out, clearly linking All Seasons Wall Systems with www . neverpaintagain . co . uk. All of the letterheads and business cards that I have received as a customer have been laid out this way.

 

EDIT: Can't link to image yet, as enough posts..

Edited February 14, 2011 by MARTIN3030

[lisag]

Yes, all okay now, many thanks.

 

Lisa can you confirm whether you still cant post ?

Hit report triangle if thats the case.

Theres no reasons why you should not be able to post.

[MARTIN3030]

Good.

We are aware of the discussion on MSE,and can see its been quite busy over the weekend.

[MARTIN3030]

att is too small.

Try this one.

[Surfer01]

Just read the thread on MSE and "WoW"! At the end he clearly contravenes the Data protection Act by posting the posters fullk name and then making certain slandeerous allegations. The man must be insane to post like that on a public forum and has done more damage to the company, NPA, than what a thousand nasty posters could ever have done.

[MARTIN3030]

WARNING: MORE FAKE REVIEWS ARE POSTING ONLINE ABOUT US. ALL WILL BE REVEALED, BUT SOMEONE IS TRYING TO HIJACK US.

 

Hijackers

[neverpaintagain]

i give up, this whole thread has been hi jacked by sonmeone with a grudge against us and all you people seem ot be getting a kick out of slagging me off, in fact someone and i know who, has posted a fake profile of me on facebook, so how fraudalent is that eh?

 

i give up, you lot just carry on......

Edited February 14, 2011 by neverpaintagain
a

[lisag]

Hi guy

 

re lisa, here are the facts:

 

This contract was carried out by a very experienced applicator who has been in the industry for over 30 years and we never have any complaints, in fact he has carried out work on several listed properties over the years. This applicator Peter prides himself on his work and is well known for his preparation and taking his time. Since finishing the job, the problem that arose was on the tiled roof.

 

I don't have a tiled roof, it is a concrete balcony consisting of masonry, render and brick.

 

We took on this aspect of the work after contacting Andura and asking if their proflex red was compatible with a tiled balcony. They said, to their knowledge it would work and would be better than using a standard masonary product. We therefore carried out the work and even after her request gave her a seperate invoice for insurance purposes so she could fraudlently claim money back for this work.

 

I did contact my insurance company about the damage caused by the leaking balcony, they said I may be covered and asked for details of the contractor and some paperwork. After they had talked with the contracter and viewed the paperwork they decided I wasn't covered so the insurance claim was not progressed. I do not appreciate you accusing me of insurance fraud.

 

When the job was completed she rang up and told us how happy she was with the final result.

 

I was happy with the work, until the paintwork on the balcony failed

 

Her insurance Company then phoned up our office to confirm that we have done the work ; once again we streched the truth about the price so she could get some more money, of which she thanked us for.

 

I never asked you to 'stretch the truth'

 

 

The job required was not just a paint job, as she puts in the forum, it was a full renovation of the outside - areas of rendering was carried out, so much so, the job took a 2 - 3 weeks to complete - hardly just a paint job.

 

It took two men 2 - 3 DAYS to complete, and I already said in my first post on this thread that it involved repairs and refurbishment to the outside. I never referred to it as 'just a paint job'

 

She has a written guarantee and we have offered as gesture of goodwill, an insurance backed guarantee at our cost! We are honouring the guarantee by returning to sort out these issues.

 

Yes, this has happened via a telephone call to me from All Seasons precisely five minutes ago, more on this below

 

 

We have always kept in communication with her, in fact, Paul from the office spoke with her before xmas, and told her that as soon as the weather got better we would contact her and send Peter back out to survey the balcony again

 

I have made more phone calls to Paul since then, stating that I was getting damp problems in the lounge and I didn't want to wait until March so can he send me some paint so that I can do it myself, He was meant to phone me back last week with an earlier date to repair the problems and he never did.

 

 

So, I have just received a phone call from All Seasons, and all is looking very good. A date has been set for a couple of weeks for them to call back and survey the problem with the balcony area and come up with a new solution for a better and more permanent repair.

 

They have also offered to upgrade my guarantee with an insurance backed one at no extra cost.

 

This all sounds excellent and I am happy that things seem to be progressing.

[neverpaintagain]

!'''''''''''''''''''''''''''''''

Edited February 14, 2011 by neverpaintagain
l