residencia

Just a word of warning regarding snagging.

After aprox 6 months we are still awaiting snaggs to be done albeit mostly small jobs. Our apartment is fully furnished so you would expect the builders to take some care when doing these jobs but our management called the other day only to find the place a mess.

I.E bits all over the floor, plaster marks on the leather sofa, the sink full of paint marks where brushes had been cleaned, grouting and plaster all over the worktops, evidence of builders using the toilets and cigerette ash around the toilet seat.

Having complained strongly to the Roda office I have had very little response, nobody there seems very concerned.

 

   

 

With my recent resonse and moves by RODA to stop inspections by third parties I am not surprised by this comment and unfortunatley this is normal if you do not manage to get the defects repaired before you furnish

My recomendation would be to use the complaints form systen in Spain and start a formal process of having this independantly dealt with

You have to do thos in person and submit these to OMIC or you can get your lawyer to do this but I know that the consumer complaints system in Spain works well

Please mail me if you need an overview of the system

 

We had exactly the same problem a couple of weeks ago.  Workmen had been in our apartment and climbed on the furniture to reach the ceiling, they had left white plaster dust everywhere, they had used the toilet but not flushed it and there was cigarette ash in the the sink.  I complained to Roda who said it was not them.  We confronted them again last week when we were over there and they sent in a cleaner.  We can't wait to get all the snagging completed so that we can take the keys from them. 

Hi - can you please tell me how long roda have the keys for after completion  ?(ie how long the builders have access to the property for )  thanks

We completed in September and Roda still have our keys because not all the problems have been put right.  It is a worry especially as our garage door zapper has mysteriously disappeared.  We have reported it to Roda who said they will look into it - still waiting.

DennisB

We completed in July but it is taking a long time for them to complete our snagging.  We keep thinking they have nearly finished and then something else crops up i.e they eventually replaced our damaged patio doors on Friday last week whilst we were there and then the heating broke down on Saturday.

Roda buyers

We bought in Roda in January 2007.  The snagging process is a nightmare.  Roda simply don't care and have no system in place to manage or complete the work.  They will wear you down, but the only person who will get frustrated is you.

I think the only way the probelm will be addressed for future buyers is if someone actually can have a word with one of the Directors and make something happen.  We have come across lots of people who have had a similar experience.  Saw a lady in tears on one occasion. The response from the Welsh guy in the sales office, to a prospective buyer was, "Ah well, can't keep everyone happy".  Customer services at their worst !!.

Hope Roda do read this, although I doubt they will take it on board.

 

This message was last edited by mark d on 2/11/2008.

In defence of Roda; I bought on Phase One aeound this time last year and have been very pleased with the property.

Yes, we had some issues, but Andrea and the team in Aftersales have always been very helpful and all but one of our initial problems were resolved quickly. Since moving into the property we have had a number of other problems crop up and each time they have been dealt with quickly and effectively. Only last week we had a problem with the pressure of the hot water - my parents were staying in the apartment, they reported the problem and it was resolved the following day without my involvement.

I am not disputing that other peoply have ongoing problms with snagging and i have sympathy with that situation, but I thought I should share my experience to provide a balanced view that might encourage others to give Roda a chance to sort things out rather than going in with low expectations.

Regards,

Melvin

I agree with Melvins comments and we found on Phases 1  that RODA did eventually get around to carrying out the repairs, even if you had to chase the,. and the easiest way to get things done is when you are in the property

On the later phases it seems to have become more difficult, maybe because resources go into finishing new builds and because, with more finsihed properties that the resources to repair faults are stretched

You just have to hang on in there, as with most spanish builders, and I am certain that they will do the repairs to a good standard

 

These are all helpful comments as clearly there are a number of us in the same boat. I believe one of the main problems stem from the "Director of Customer Services", a Ms Ana Escribano, not giving "maximum customer satisfaction" or "to satisfy our customers to the utmost" as she say she is trying to do. I have been appalled at the way we have been treated and will be filing a formal complaint, as Roy suggests, unless they improve and sort things out when we go over in March. They seem to think they can bully us into accepting sub-standard work.

Having snagged our villa on 5th November 2007, I have been told Roda have only just completed most of the items (which I have yet to see), despite telling me they were all finished before we went over in January (wasted journey). However, whilst not all properties may be the same, I give a word of warning on two issues in particular (certainly what Birdie Villa owners should look out for). These are:

1) I asked them to fill the very deep (about 300mm) and dangerous gap between the two runs of paving slabs in the drive / car port with shingle, so a vehicle wheel / bike / person etc. do not fall down it. At first they refused and said thats how it comes, but when I pointed out something serious could happen (ie a broken leg), they have now agreed to fill this in and I believe they may also now do it on all properties.

2) The grout joint around the shower tray in the main bathroom upstairs is approximately 25 - 30 mm thick ! and (as expected) have already cracked and could let water through. Being a builder myself in the UK, I know that grout joints should only be in the region of 2 - 4 mm (depending on the type of grout) and should not be used for such an application as Roda has done. At present I understand they are refusing to correct this and have told our keyholders that we will have to pay extra to have it changed !! I will be getting them to consult the manufacturers instructions.

I suggest you check your own properties for these points (unless you have already done so) and hope this helps. Roy, I would be interested to hear your take on the very deep grout around the shower tray.

Les

 

 

We also have a property on Roda and have had some small snagging issues which were resolved very quickly and in fairness with the minimum of fuss. We found both Ana and Andrea to be very helpful and they couldn´t do enough for us.

In my experience when people here speak/write english they tend to be very matter of fact and it sometimes comes across as abrupt or sharp probably much like when we attempt to speak spanish but this should not be taken as poor customer service - it is just that the words lose something in translation. 

In my experience it is always easier to meet people half way and appreciate that they are busy doing their job when we arrive with a list of snagging issues and expect them to drop everything as we have seen a number of owners doing in the aftersales office. Much like in the UK shouting at people and complaining at the top of your voice does not work in Spain and it is much better to adopt a friendly approach and leave your list until they have time to look at it.   

Over the last six of seven months since we completed we have met some very positive owners who are more than happy with their property and the Roda response to any problems. I would encourage owners who are coming out to complete and sign to remain open minded as with most things in life the complainers are always a much louder voice than those who are happy with the service they receive. 

If the new law in Spain is that all property inspectors have to have a POA to get into a property then I think we should be pleased that Roda are complying with the law.  

I absolutely agree with all of your very sensible comments and this is reflected in the guide that we produced, yes Spanish people seem to be being abrupt and rude and they are not

The biggest problem is in the checking where RODA will claim that all works are done and often this is not the case so people arrive wanting to enjoy a break and often have to sit and wait for builders to arrive so they do get upset

The situation has deteriated between phases and I believe iof they had a good QA follow up these problems would not happen and that they could improve customer satisfaction

On the record I have always said that they build a good quality product, on a first rate developemnt but aftersales seems to be an issue for an increasing number of people and I have always found Andrea and Roman to be very helpfull

For information these is no law in Spain, new or old, that requires a POA for inspectors to check properties as legally a simple letter of authorty is acceptable, and that was the policy till recently at RODA , and is the policy for a large number of other local developments, and we have never previoulsy, for the 1500 plus properties that we have checked in Spain, been asked for a Notarised POA

tengo una vida

Perhaps you and others have been more fortunate than some with your particular property (small items can easily be fixed at little inconvenience to Roda and their builders), however, other people (such as ourselves) have not been so lucky. Of course if there is little wrong, there is little to shout about.

It is not a case of shouting loud, or meeting people half way on every item (small ones maybe). For example, when you receive no fewer than 5 e-mails from different departments/people to say your snagging / airconditioning / pool / cover is finished, then you arrange a flight over (in a positive mood and looking forward to seeing your completed purchases) only to find no airconditioning fitted, hardly any of the snagging completed, the pool not finished, or the cover not even fitted, it is dissapointing to say the least.

Believe me, the above is only touching on the problems we have had, but still we try and remain positive. Roda's quality is better than many other builders in Spain and the development, location is great, that is some of the reasons we picked it and I am ever hopeful we will get there in the end, however, our experience of their aftersales / customer service is not at all good.

Hi Les

Thank you for your pointers with regard to snagging.  As you know we are buying a Birdie Villa and were horrified to hear about your grout joints!  I work in Interior Design and although I am not an expert I specify ceramic tiles.  The shower tray is normally chased into the wall - the tiles sit on top of the tray, therefore the bottom cut of the tile should be almost flush with the tray.  It is then finished off with silicone.  Some builders do not silicone and will finish will a THIN grout joint.  Therefore, it is advisable to silicone too.  I would certainly insist that the tiling was redone to these areas - dont meet them halfway and settle for a 15mm thick joint!!

Totally agree that all problems should be dealt with in an amiable and friendly manner.  Not so sure about the meeting halfway though and I doubt any of my customers would be happy with that policy. 

Good Luck Les and thanks for all your useful information.  The villa looks great.  We will get there in the end - just think how lucky you are because we have still got all this to come and it seems to be getting worse in later phases!

Mrs H