BAU UK LTD 

We are very pleased with the insulation work. The team were professional, polite, tidy and kept to the agreed timescale, even though it was two of the hottest days of year. We would readily recommend John and his team.

This is a company you can trust. Right from the initial discussion in my home, I knew I was dealing with honest, down to earth expertise from a small company that delivers. Despite product delays the communication was excellent and I got a quality job done with all the big company guarantees.

I was very impressed on a really great job they did with as little mess as possible. How they informed me on the stages of clearing my loft of a vast amount of old fibre glass, showing me pictures as they progressed. All neatly boarded out to an area of my choice and my home left neat and tidy again. A job I dreaded was done so much better than I ever expected.

Thank for you're best effort. The team turned up on time. and got straight on with our job, even with the heat in the loft (25f outside ). New insulation for the whole loft and about half of it boarded out. finished and all clean up by about 4 o'clock. Many Thanks , I would recommend them most highly. Regard's Steve

Excellent service.
From arriving to give the quote to keeping me up to date on when the work would be done.
Arrived on the day the work was to be done on time. Completed in good times asked me to check I was happy and left the area clean and tidy.
Highly recommended

I contacted Bau last year to get a quote for cavity wall insulation. The owner was very knowledgeable and friendly and said we could probably an installation date around November 2021.
In November, I asked for an update and was told I'd hear in December about a January date. By January I had still not heard anything, and was eventually given a February installation. Unfortunately this date was cancelled (not Bau's fault at all - bad weather) and finally the installation was carried out in March (coincidentally after I asked to cancel the installation completely because I was fed up with waiting).
All the time I was waiting for an installation date, it frequently took multiple emails and a week or so of waiting to get an answer from the admin staff. There seemed to be no attempts at proactive communication, every bit of info had to be asked for repeatedly.
The installation did not start well - a couple of hours after they had started drilling they had hit a water pipe and partly flooded the kitchen. This was dealt with by an emergency plumber and local plasterer for the repairs and the staff were very apologetic however it was stressful. Bau of course paid for the repairs, although there was some inconvenience as the repairs went on for a couple of days after the insulation was completed.
When the work had been done, the next day I got an email saying the invoice payment was "2 days" overdue, which didn't make sense because the work had only been completed the day before. In an email I set out the issues I'd had with their overall service hoping for a formal apology, and received a call later that day from the owner. He seemed irritated I hadn't paid immediately (despite the fact the repairs from the broken water pipe hadn't been finished yet) and I was eventually able to get an explanation and apology from him. The immediate emails and phone calls asking for payment were the first time they had contacted me promptly since I first asked for a quote.
Since the work was done, we found a couple more pieces of messy work they left behind: a bin bag full of waste insulation left in the back garden, and two holes that were mistakenly drilled through into our lounge (these were filled on the outside but have left very messy plaster damage on the inside, it should have been obvious that this had happened when they did it, but the damage was behind a sofa so we have only just seen it).
Bau feels like a company with a great product and knowledgeable staff who are completely in over their heads - under-staffed and over-booked. The result is rushed, messy work with simple mistakes that shouldn't have happened, and a complete lack of effective communication with their customers. I feel bad that the water pipe incident effectively wiped out the profit their made from our installation and if this was the only thing that had gone wrong, I might feel differently, but sadly I would not recommend this company based on my overall experience.

Emails are not edited and I am happy to share my email account with Trustpilot. You have not provided detaiI of bank transfer despite numerous requests and do not reply. You are picking on 60 year old woman and refuse to reply or provide detail.
It is 100% not the case that various people tried to come round.There was no comm for 2 months and I followed up, finally made contact and the company said order had not been made before Xmas as suppliers shut. No mention at that time that no order made at all or need for remeasure of one window. Then I eventually got through on your mobile and you said you needed to come back. When rang from a diff phone and I got through to office, I told them this ...but they seemed to know nothing about it. They said they would get back to me. And below I will show email trail from there ...where you only tried to come round once on 19th April. I said that was fine and we would be there. I also followed up asking you to confirm and give approx time. No response. But we someone was at home all day of 19th. Then you email just before 4pm on that day saying can come round at 5.30pm. We reply one hour later at 5pm and say that is fine. No one turns up. No message. It is left for me to chase up multiple times . Eventually you come back and say email (one hour after yours) was too late (even though we had also confirmed 19th as fine and we would be in). As in other reviews, this is what you seem to do.
As email trail shows that was the only time you "tried" to visit for a remeasure of one of the windows..
You then at the end of April finally admitted no order had been made (despite holding deposit for 5 months) and offered a cancellation and refund.
The details in your response are just not true as per email trail below. So please do not gaslight someone. Let's keep to the facts here

On Fri, 29 Apr 2022 at 8:58, bauuk
wrote:
Dear Juliet,

Apologies for not being able to get back to you sooner, unfortunately your email confirming that someone would be present last Tuesday was received to late for xxx to come out.
Currently as it stands due to being extremely busy with work, having serval member of staff of with Covid and holidays at various points since January the windows have not been ordered with the manufactures, because of this we fully understand if you would like to cancel the order.

Best wishes
Bau UK

On 28/04/2022 15:06 Juliet Wall wrote:

Hi
Please can you get back to me on below?
Thanks

Juliet
On Wednesday, 27 April 2022, 09:20:41 BST, Juliet Wall wrote:
Hi
Please can you respond to the below email.
Regards
Juliet

On Thursday, 21 April 2022, 20:01:54 BST, Juliet Wall wrote:
Hi
Nobody called round on Tuesday. Please can you give some alternative dates as a matter of urgency and can we agree and book in a proposed time.
Given it is now so long since we made the order and with limited detail provided please can I ask that you provide, as previously requested, status and further detail on each order.
Communication has not been the best since money and order was taken (or compared with the insulation work done and money taken) , and often emails are ignored. Is there a different email address I can use where communication will be more responsive? Or is there an alternative phone number.
Please can you get back to me.
Regards
Juliet

On Tuesday, 19 April 2022, 17:00:26 BST, Juliet Wall wrote:
Hi
My grown up daughter is there at the moment and so he can call round at 5.30 and look at the window. I have let her know.
Thanks
Juliet

On Tue, 19 Apr 2022 at 15:54, bauuk wrote:
Hi Juliet,
He can be with you at around 5:30 is that ok?
Regards
Bau UK
On 14/04/2022 13:13 Juliet Wall wrote:
Hi
Please can you confirm the 19th and approx time.
Also as below, what is the situation on the front and back loft window where a lead time of 6 weeks was originally given?
Many thanks

Juliet
On Monday, 4 April 2022, 18:27:41 BST, Juliet Wall wrote:
Hi
Thanks
I can do 19th April.
What is the situation with the front and back loft windows which were meant to take a much shorter time . One of these windows is broken. Please can you let me know.
Thanks
Juliet
On Friday, 1 April 2022, 11:39:25 BST, bauuk wrote:
Hi Juliet,
xxx does need to come a take an outside measurement of the side window. Could you let me know when this would be possible. Thanks
Bau UK
On 01/04/2022 11:40 Juliet Wall wrote:
Hi
Is it possible to give me an update on this today.
Thanks
Juliet
On Saturday, 26 March 2022, 15:21:54 GMT, Juliet Wall wrote:
Hi
Last time we spoke , you said you needed to come round for a further survey. Please can you let me have a date when you can come round the house to do a further check/survey.
Please can you also let me know status of order of:2 windows for loft (lead time originally given at beginning of December was 6 weeks) and window for stairs (lead time was a bit longer)

It has now been about 16 weeks and I want to complete the rooms.

Juliet

Your explanation is rubbish. Your company very rarely responded to emails and does not answer the phone. It was me chasing you all the time and then on your mobile you said you needed to remeasure one side window.(4 months after taking a deposit and making no orders and with next to no communication) I chased this up using a new phone number as you do not answer any of my other numbers. We were given a date and were there all day. I asked this to be confirmed several times in advance . Then at about 3pm on the day you email and say you are coming round at 5pm. I see email at 4pm and respond that is fine. Then you say it is too late ....I notice this is the exact same tactic you use with one of the other reviews. So that was once only ..not multiple times. Why do you not answer phones or rarely reply to emails? AND WE HAVE NOT RECEIVED THE MONEY BACK TO OUR ACCOUNT. Email us the evidence and we will ask our bank to follow up.

The men came when they said they would and worked without causing us any inconvenience. As it is summer we do not know how well the insulation will work but it seems to have been done very well.

John and his team are always very helpful this will be the second job they are doing for us

John and the team went above and beyond throughout the entire installation and kept us informed every step of the way. Would definitely recommend and use again.

Seriously, you are asking me for a review after the mess you left me in!?

The pre-sales pitch was excellent, John answered all our questions and didn’t push us at all. The fitters had a problem as the machine broke and they didn’t fit a replacement air vent which was blocked by the foam, but after we phoned to complain, John came round the next day and fitted a new air vent and tidied up. I would suggest that the fitters get more training on interpersonal skills as they failed to communicate when they were leaving or what they were doing.

I would love to leave a good review of this company as the owner is a decent chap; however, I think his admin office let him down.

Communications are poor at best. Planned dates for work not notified in advance in written form, we had to call to chase those and then when they failed to show, took a call to confirm they would not be attending. Rearranged dates were also missed. Finally, when they did turn up to install the insulation they under estimated the effort required and thus they had to work late into the night resulting is mess over windows, walls, plants, cables etc. as it was pitch black.

Clean-up afterwards was undertaken without promised cleaning equipment and was cut short when this was pointed out, when asked when they would return they stated they thought everything was complete.

Like I said, a hard working chap that possibly over commits on work and whose office staff fail to communicate.

There is a small staff team who are stretched with all the work they have, so at times the arrangements weren't finalised until very late on. But once here, John talked me through every stage of the work and, watching the process, I have no doubt the team fitted the Isothane Technifoam to a very standard. So ultimately very happy and I wouldn't hesitate to recommend them.

Helpful and quick response to questions, helped out doing a little extra job too with their ladder.
I arranged for cavity wall insulation - being in a wind driven rain place, they seemed the best cost effective option. I also got quote for two windows which were good value.
Timescales did slip & there were delays - I had other friends getting windows /work by other suppliers though & delays seemed to be going on everywhere.
Despite all my checks, they came all the way here & I already had wall insulation. They completed the windows though which are great quality, got all paperwork sent promptly. Got refund of my deposit sorted in the end. Good work & helpful, though patience is a virtue with busy times & supply problems.

I left a review about the disgraceful way this company treated us a few days ago. They tried to get my review removed from Trustpilot - Trustpilot have not removed it so they have now posted nothing but lies about us.
I gave people the very sad but 100% honest truth. There is lots more I could have written too. I have nothing to gain from leaving such reviews other than to warn others.
Please don’t believe them. This company is a disgrace & he & his wife are liars.
Do not use Bau Uk!!!!!

My experience with BAU UK has been one of frustration, lack of progress and, in the end, failure to get the contracted work done at all. The company’s lack of communication throughout the period was an additional exacerbating factor. I was ignored for weeks at a time until I forced contact, only then to be strung along with deceits and never to be kept promises. Every agreed date came and went without action and generally without notification until I asked what was happening, and every timescale offered was never met.

In all I waited 20 weeks for what amounts to a two day job to be done before finally giving up and terminating the contract. Now, having held my deposit of almost £1,300 for the whole 20 weeks, BAU UK are refusing to acknowledge my emails and letters, and are withholding the deposit. An act which says everything about the way this company behaves. The matter is now with my solicitor.

I hope my comments will help to stop others from getting involved with this thoroughly disreputable company.

John was polite, helpful and friendly throughout the process from start to finish. Never pushy and went above and beyond what a sales person would usually do for you. His communication was exemplary and he responded quickly to any messages and questions I sent to him.