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Chipped, Scratched or Damaged Invisible Surface Repairs, Banbury, Aylesbury, Oxford, Bicester, High Wycombe, Milton Keynes areas. Virtually any damaged surface can be repaired.
Bramley Road, HP180FT , AYLESBURY , United Kingdom
3.0
7 reviews
No recent history of asking for reviews
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Hasn’t replied to negative reviews
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Just had Surface Master to repair a mirror burn mark on a UPVC bathroom window frame. They were polite and punctual, and did very good job with the repair. Very happy to recommend this company as they have done a very good repair.
They answered my email promptly, but when I had no documentation of the official colour of the cabinet door that needed repairing they suggested I need to put one of my cupboard doors in the post so they could look at it.
He came out to mend a crack on the outside of my shower tray . I couldn’t see if I was happy with it before he left because it was covered in filler. I didn’t use the shower until the next day. I noticed that the crack was still visible.He came back today admitted that it needed another repair. He was rude intimidating and shacking with temper . I asked him to leave I then phoned the number on his card to complain, he gave me another name then said that he was in fact Martyn the same man who had messed up the repair, and had made me feel very nervous in my own home. I
The quality of the work provided was very poor.
They charged more than the initially agreed amount, offering excuses instead of solutions.
The work was left incomplete despite full payment already being made.
I do not recommend this company as requested a quote on the 2nd Sept 25 and I am still waiting.
Speaking with the service team helped me get exactly
what I was looking for. As well as the quick response I got! With regards to my worktop it looks brand new! I would recommend to anyone. thank you
Reply from Surface Master Repairs
Thank you for the kind feedback
Wow, how do I write this? Guy turned up and was quite arrogant. Spent half an hour doing a quick fix to a chip out of the worktop.
At the end of the job we were made to sign paperwork that said "No guarantee for how long repair will last as it is on a high use area of the worktop". Why offer worktop repairs then if they are prone to failures?
The paperwork was signed and looked ok'ish when the guy left but didn't expect it to fade within hours. A week later and it had totally discolored. Emailed Surface Master and got an email back saying "This is obviously not how the repair looked like when we left, something abrasive or Kostic (think they meant caustic) has been allowed to wipe off the colour as per your image". This is completely incorrect and their instructions were followed to the letter. When this was highlighted to them I was sent back the document that stated the repair was not warrantable. When I responded that the repair was looked after as per their instructions I again got a flippant response saying "It looks like we'll have to agree to disagree then".
I wouldn't have these people anywhere near my house if I was considering a repair of any kind.
Edit: After the updated response from Surfacemaster after 3 years of leaving the review I feel compelled to share some of the communications I received from them: -
Email dated October 22nd 2019 from Surfacemaster "We are happy to look at the repair but if you are going to say it’s a poor repair and we left it like that then you are wrong!
We also stated before the repair that this is a high use area and as such we cannot warranty the repair, this was agreed and signed.
Bearing in mind you do not seem to want us to return, maybe the best solution is for us to offer a full refund for the repair so that you can arrange someone else to sort this?
"I’ve just spoken to my colleague in the office and it appears you have now taken to review sites to leave bad reviews against us.
We will obviously not be making any refunds in light of this"
I then tried to clarify whether they wanted me to remove the review for them to issue the refund and their response was: -
"You can publish whatever you like, but obviously we’re not going to issue a refund when you have put it all over the Internet so it’s your choice take it or leave it".
So I will leave it up to you to decide if they tried to sort the issue in a "polite and calm" manner.
Reply from Surface Master Repairs
It is always dissapointing when a customer is not happy with our service, it's also very annoying as a business when the complaint has been made without us being able to put it right or indeed make the truth known. We made the repair and it actually looked invisible when we finished. The customer did not follow the after care instructions given and when they wrecked the repair we got abusive emails and bad reviews. We are always more than happy to sort any issues but when we are told we were to blame and cannot put it right we are a little stuck!
We always leave full after care instructions and try to sort all issues in a polite and calm manner as our customers and recommendations really matter to small businesses like ours. I am sorry you were not happy, but I wish you had allowed us to make the necessary warranty repairs before simply posting a bad review. If you would like us to put this right at our expense even though it was not cared for properly please reply to the emails we have sent you offering a return visit
The edit the customer has then posted with a conversation is 50% correct, along with the poetic licence he used the first time ignoring the paperwork signed and flowering up the actual events. Would any business offer a full refund and accept bad reviews left in place!! As he states people can read other reviews and make their own choice. But bearing in mind we are one of the only repairers that dont charge up front, we dont charge if you are not happy and we only take payment once you have inspected and are happy with the work and sign the warranty or restrictions …
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