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Timberwise (UK) Ltd Reviews

4.7 Rating 454 Reviews

93 %

of reviewers recommend Timberwise (UK) Ltd

Company Reviews

4.7

Based on 454 reviews


Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 93%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

About Timberwise (UK) Ltd:

Timberwise have been caring for properties for over 50 years and have built a reputation for quality and professionalism.

We offer a range of solutions for: Dampness, Basement Waterproofing, Dry/Wet Rot, Woodworm and Condensation control.

• Approved by Which? Trusted Traders

Visit Website

Phone:

0800991100

Email:

hq@timberwise.co.uk

Location:

1 Drake MewsGadbrook Park
Northwich
CW9 7XF

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Timewise Cheltenham (20 Winchcombe Street Cheltenham GL52 2LY) is a mailbox address with no apparent office located there”

Thanks you for taking the time to leave a review Mr Pearson. We do have a home based surveyor who lives in Cheltenham. However, we have a company policy of not publicising our employees home addresses on the internet, hence our use of a mailbox in the area should customers wish to post details to ourselves. If we can help you with a property care related issue please do not hesitate to get in touch with the team.

“Misleading marketing. They splash 'free survey' across the web page, but when they finally bother to reply to a query (no answer to multiple phone calls, and 3-4 days to respond to a website query), they hit you with a cost for it. Sorry, don't normally leave bad reviews, but this left me with a bad taste in my mouth. I can't comment on their workmanship, only my initial interactions with them. Shame as the other reviews look good.”

Hi, Thanks for taking the time to leave a review following your experience with ourselves. Firstly, apologies for the slow response to your request for a survey. Secondly, relating to our free survey offer. The vast majority of the surveys we offer to home owners are indeed free of charge. There are though certain types of survey that we are sadly unable to provide free of charge and these are detailed in the 'Terms and Conditions' that are clearly stated on the survey request page. I hope this clarifies the situation for you.

“Strongly recommend you do not use Timberwise. Their contract with us was for restoring a roof and leaving it suitable for slating. They proved unable to adequately restore the roof rafters and botched the sarking leaving rotten rafters underneath, with the ends not stable and uneven so we have to employ another two firms to remedy their work at great expense. Timberwise subesquently have been very aggressive in pursuing monies not owed to them and were unable to recognise or seek to understand the poor quality of their work.”

“A very efficient company. Very pleased with the work done ( woodworm treatment) Very pleasant helpful staff. Thank you. Will recommend to friends.”

Thanks for taking the time to leave a review, great to know you were pleased.- going by your feedback I think you may have left the wrong star rating though.

“Been advised £270 to come out and quote for work! I'll be going elsewhere.”

Thanks for taking the time to leave a review. We do make a charge for our pre-purchase damp and timber reports. The cost is based on numerous factors including the location and size of the property and as a result the price can differ for different properties. We always ensure that people requesting a pre purchase timber and damp survey (either as part of the home buying or selling process) are made aware of the cost of the survey prior to proceeding with us. This then allows people the choice to choose another supplier should they wish to.

“Website says "request a free survey" and has a timeline from survey to work being completed with the survey resulting in a detailed report of cause of damp and work required. The call back said that they can only repair damp that has had the cause identified by a builder and they can do a survey themselves but it would cost £300. The website is completely misleading.”

“The website says arange free survey for damp related issues, i completed the form to be told it would cost £300. No such thing as a free survey. complete con.”

Mr Lloyd many thanks for taking the time to leave a review and your feedback. In a majority of instances we do offer free surveys for homeowners but there are times when we are unable to provide a free survey and a survey fee would apply. These however are clearly stated in the terms and conditions on the Request a Survey page. Only when our customer services team have spoken to the person requesting the survey are we able to confirm if a survey fee would apply or not which is why by completing the form you are not actually committing to having a survey. This then allows the freedom to choose another supplier if needs be.

“Very bad company DO NOT USE They came out quoted and attended with a schedule of 3 days but after two days did not come back to replace plaster. Had to wait another two weeks. Various excuses and kept putting more on the price by £500 a time. Spoke to them and after admitting their surveyors are not fully qualified and they could not really see any problem. Refused to speak with me again . So much for customer service Louise Fitzpatrick is unhelpful to say the least.”

Thank you for taking the time to leave a review. Further to our earlier conversation today and the points you have raised. The delay with the plastering was unfortunate but was as a result of our plasterer having to self-isolate due to contracting COVID. We also gave our customer, your daughter, a discount for any inconvenience caused as a result of this unforeseeable delay. The additional costs you refer to are because we would not automatically charge for the dubbing out on the original report and quotation. This is because we did not know how much product would be required until we had hacked off the original plaster and did not wish to charge for any work that may not be required. This was in line with what was stated in the original report. Our surveyors hold the required qualifications for the Timber and Damp industry (CSRT and CSSW) which are issued by the Property Care Association. There is no requirement to be a member of the Royal Institute of Charted Surveyors within our industry as we are not structural engineers. Where a customer has an issue with any work that we have carried out we are more than happy to talk to them to resolve the issue. As a result though of the very confrontational style that was adopted by yourself we were, unfortunately, unable to carry on our dialogue with you. I hope this helps answer the points that you have raised.

“IF YOU ARE CONSIDERING USING TIMBERWISE, STOP! Unfortunately we inherited Timberwise as the previous owners of our house had used them for a basement conversion. But I would not recommend them to anyone. Their customer service is appalling with no sense of urgency or consideration for the customer. It took 2 months from us reporting a leaking basement, complete with photo evidence, for them to arrange a visit. They have then done the bare minimum to fix the problem, pushing as much responsibility as they can back onto us. Don't use Timberwise - go elsewhere!”

Thanks for the feedback on your experience. The local team have been in touch about your waterproofing system and will continue to provide you with help and support regarding your basement waterproofing system. Advice was also given regarding extra measures that would help improve drainage on the outside of the property that would help ensure future issues did not arise with the basement.

“When I purchased my house around 3 years ago the previous owners had just paid Timberwise over £2,000 for damp proofing. They also paid an additional £106.00 for a 20 year guarantee. The Timberwise guarantee states on the front page that it is a guarantee for worked carried out at my address for 20 years. It does not mentioned the name of the property owner. The damp has returned. When I called Timberwise to ask if someone could visit under the guarantee they said that under clause 15.1 (written in very small print among a host of other terms and clauses) a new owner must contact Timberwise within three months of purchase and pay a fee in excess of £100 to transfer the guarantee into a new name - otherwise the guarantee is invalid. In essence the guarantee is linked to an individual and not the property. The person I spoke to at Timberwise quoted clause 15.1 almost straight away in our conversation and so it is clearly something they are familiar with. Why would this clause be included if it is not an attempt by Timberwise to reduce claims made against the guarantee? (it serves no other purpose) Knowing the clause was included and knowing that the property was about to be sold - what incentive did Timberwise have to carry out the original work properly? Why is this clause not printed in the same size font as the rest of the document - if it is not an attempt to hide it?”

Thank you for your review. Apologies for delay in responding to the review you left late yesterday afternoon. On the front of the Timberwise Guarantee is the property address where the works were completed along with the name of the assignee. As there is no available space on the front of the guarantee for the terms and conditions these appear on the back. This is to prevent having the need for a separate sheet which may become separated from the guarantee. We are sorry that you feel that these are in a small print, but we wanted everything to be contained on the one page. The person you spoke to did not know the clause immediately and did consult with a senior member of staff for advice as well as a copy of the terms and conditions to ensure the details given to you were correct. We would also like to confirm that £2000 was not spent on damp proofing. Some of the original issues were condensation related resulting in an extraction unit been fitted that was purchased along with an amount of plastering, only a small proportion of the £2000 that was spent was actually on injection damp proof works. We are sorry that you are upset at the situation, but had the guarantee been reassigned as per the terms and conditions then the guarantee would still be valid. It would appear on this occasion that this was not done by either yourself or your solicitor.

“Aftersales and ongoing customer service is appalling. The company did some damp course work for us in 2008. The course has failed and we want to claim on the warranty. They are going out of their way to not honour the work. Ironically, it was about £300 worth of work. We now want more damp proofing, about £1500.00 worth or work which we were prepared to offer to them whilst they sorted out the initial issue.”

Thanks for taking the time to leave feedback. Timberwise stand by our long term guarantees. As we have explained in previous communications, it clearly states in the guarantee paperwork that it is the responsibility of the homeowner to keep all documents relating to the work carried out safe. These documents are to be provided if any re-inspections are required or if the home is sold and passed onto the new owner along with an administration fee to transfer the guarantee. If this documentation is lost for any reason we are able to retrieve an archive a copy of these documents and supply to yourself for which there is an administration fee. This process is standard throughout our industry. We have never said that we would not return to the property to assess the areas of concern, all we have asked for is that you follow our clear re-inspection policy. Until a re-inspection has taken place we are unable to comment on if the damp proofing has failed. If you wish to proceed with the re-inspection then please contact us and request a copy of your lost documents and we will happy arrange for a surveyor to return.

“We bought a house with Timberwise guarantees in place and last winter had water running down our end wall - that had a Timberwise damp course in place. This was after a long period of heavy rain where the end wall had a mini river running past it and so was sat constantly in water. We tried to claim and were told we needed to pay to transfer the guarantees to get somebody round, so £120 later and we see their surveyor. He says nothing to do with them, the water is running down the chimney. We argue that all water is coming out at 1m height - the height that rising damp occurs. He refused to accept liability and told us to get the chimney repaired. We have now just come through 2 months with heavy rain in, not heavy enough to form the river outside, and the chimney has stayed dry. Your Damp course has without doubt failed, you should man up, accept responsibility, and get this sorted.”

“Used timberwise No problem with the work they carried out However, when I asked to obtain a duplicate copy of invoice & report I was charged £55 + VAT This is for essentially forwarding an email & printing & posting a letter I will not be using their services again I will also now stop recommending them (In the last 12 months I’ve passed their number onto clients several times)”

“If I could give zero stars I would. Absolute joke of a company. Completely exaggerated on the ‘damp’ present in my property and quoted completely extornoate prices!! Ridiculous. Put in a complaint almost 2 weeks ago so I’m guessing I will have to make another complaint as I’ve had no response! Surprise surprise. Disgrace of a company and avoid at all costs. All they want is to rip you off. I feel sorry for the people who don’t have much knowledge and actually get robbed off them. Disgusting”

“I thought that Timberwise were a reputable business, until today.... I bought a house that held 20 year guarantees for Timberwise work on damp course treatment. Over the weekend water poured in through a wall, so contacted Timberwise. They tell me that I should have transferred ownership of the guarantee. NONE of their paperwork issued at the time the works were done states this, their terms and conditions do not state this, and at this moment, their website does not state this. What is the point of a guarantee that is for works on a property, but is guaranteeing a persons name??? Is this legal? Off to my solicitors then...........”

“I would never recommend this Company to anybody. We had an Independent Surveyor to a property following their works, who basically advised us that the work they did was an absolute joke. They are not interested at all and we will be seeing them in court.”

“I brought a bungalow 3 years ago. It had been damproofed the year before I brought it. I soon notice the bedrooms smelling of damp. I contacted timberwise who basically didn't want to know but sent a man round to have a look. He told me the it wasn't damp, the wall had been papered too soon after plastering!! I have since had a professional expert on damp to have a look and have been told the damp course has been put in at the wrong level. I would not recommend timberwise to anyone unless they have lots of money that they want to give away!”

“We have had a really hard and upsetting time with Timberwise Liverpool. I hope this review serves as a warning to others looking to get dry rot / damp treated. They started a job removing dry rot from our downstairs living room in early 2017. They replaced part of a sash window frame, multiple floorboards, and replastered a quarter of the room. As well as treating the rot. We had problems with them from start to finish. The rot has now been found again in the skirting boards in the same area where they conducted the work. Here are the problems we had with them: 1. They cost a lot of money compared to other companies 2. They took nearly 2 months to complete a job which should've been done in 1 week 3. Days would go by without anyone coming to the house and the job half finished 4. We were rarely kept updated on the progress of the work and we had to call them to find out what was going on / what the delay was 5. One day we came home in the pouring rain and found the window was boarded up, no one had told us this was going to happen 6. After calling up to complain we had someone sent round to complete some demanding manual jobs and they sent someone with a broken arm! 7. We found rot back within 18 months in the same area 8. They were going to charge us £160 just to come out and have a look 9. Their surveyor came out and spent 2 minutes looking at it, he failed to assess the walls, windows and floor boards 10. He said that they had failed to properly finish the job 11. He spoke to a director who then refused to honour our guarantee (which we had paid a substantial amount for) and refused to finish the job 12. Now we are left with an incomplete job, visible dry rot in the room, a guarantee which is worthless, and have already had to pointlessly redecorate the room once which cost us £500 13. After complaining they said they would come and see the work again with the complaints team in 3 weeks time! 14. They then agreed to come sooner, reviewed the work and once again accepted no responsibility for the incomplete job I am now awaiting an independent surveyor to come and review the work and I’m going to liase with the ombudsman. I would wholeheartedly not recommend this company to anyone.”

Thank you for taking the time to leaving a review. We are disappointed to hear that you are not satisfied with the works you have had undertaken and the issues you are now experiencing. I understand from our Operations Manager that he has visited the property and has given you the advice of contacting the Property Care Association or an Independent Remedial surveyor that is a member of the Property Care Association for a second opinion to the new outbreak of rot that is on the other side of the room to where we have treated. He has also said that once this report has being received that Timberwise will return and review the findings and decide on how we move forward with a satisfactory resolution. We understand your frustrations but as a reputable company with many decades of providing excellent customer service we will work with you to resolve this matter.

“Customer service sorted my problems”

“We dealt with the Leeds office and would not recommend this Company to anybody. If you want a job doing properly by people that care about their Customers, please look elsewhere. Still having ongoing issues years after work was completed.”

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Timberwise (UK) Ltd is rated 4.7 based on 454 reviews