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Can anyone supply me with the email and phone number of the snagging department. I completed last August and they still havn't done anything. Every time I visit, I go to the office several times and they always promise to send someone before I go home but they never arrive. I think I will have to start bombarding them with emails and phonecalls.
Linda

Linda

You could try Petra - pvanputten@keymare.com 

She isn't great at answering emails but usually does after 3 or 4 attempts!!

Noreen

Thanks Noreen,
I have sent her an email but I won't hold my breath!
Linda

We also completed last August and have only just got confirmation that our snagging has been completed, though we havent checked it yet.  We ended up getting out solicitor to also chase (fortunately no charge from her) though I think it was just persistence and luck.

Good luck

I was told by email 2 weeks ago that all our snags were completed yet when we arrived, they quite obviously hadn't.

When we discussed snagging with Key Mare last week they told us that some of our snags had been rejected by them as being too minor.

We as the owners were not advised of this which I think is completely wrong as you must surely have the right of appeal in this situation.

They then came back on Tuesday to do the remaining snags!

Noreen

Key Mare do pick and choose which snags they "correct" and during our first 6 months assured us they had been done.  

Most of our jobs my husband took on to do himself otherwise we'd still be waiting and spending our holidays chasing Key Mare and not relaxing.  The most difficult ones being damage to the microwave and oven which Key Mare insisted we contact the suppliers and when I did they said it should be Key Mare so again would have gone on forever.

Sorry to be negative but I think we are now becoming resolved to the fact that Key Mare haven't and still aren't providing what we originally anticipated we were purchasing so have to accept it.

Just don't go out next time with too high expectations because you will probably be disappointed and it will spoil your holiday, whereas if you go out with an open mind ie dont expect snagging to be completed,  you may be surprised!

We completed last August and our agents, Ocean Estates, came and did a snag list within 3 weeks of completion. This was emailed to KM and a copy to me.
When I visited in April a couple of snags had been done but the main one, the front door, hadn't been touched. The proplem with the door is that it is very warped and doesn't fit properly. You have to shove it to get it locked and you can actually see daylight round the edges because the gap is so big. Anyway, when I got home I started emailing Petra and she told me that the estate manager had been in and there was nothing wrong with it! I carried on emailing her and now she says that this is the first they knew about the door and that it had never been reported before. I have pointed out to her that it was on the original list from Ocean Estates and that everytime I come to Spain I report it to them in their office. They have promised me dozens of times in the past that someone will come and sort it out but nobody ever comes. I do feel very frustrated about this but feel I have hit a brick wall. 
Linda

I think that most of us have found that brick wall with KM for one snag or another.  We get minor shocks off the microwave and anything metal plugged into the mains socket in the kitchen.  Clearly there is an earthing problem.  This was reported on the original snagging list and nothing was done, I went back in and was told that it had never been reported so I had to stand over Gema until she found the original snagging list.  She said someone would come, on an agreed date last week my wife stayed in, so that she could be there to show whoever came the problem,  but then late in the afternoon she had to go shopping for half an hour and ....you've guessed it Gema claimed that the KM electrician called during that time and found nothing wrong.  Not sure how they got in as I have already taken the spare key from Teo!

Gema's response to our continued complaint was "use another plug"! there is only one mains socket in the kitchen apart from the one for the boiler, so a very helpful comment!

I think that we have to accept that KM are not going to fix these things now and we will have to make other arrangements so that we can get on and enjoy our Thalassa home.

David 

NO NO NO NO NO!

David, I realise that you are not only frustrated but tired of your appalling treatment, but you have paid your hard earned money for this property and KM must not be allowed to get away with it, especially as it sounds like a safety issue.

The question has to be asked "if an electrician called, how did he gain entry? Does KM keep copies of your keys and if so, is that legal if you have no knowledge?"

More likely, no one visited and it is yet another lie.

Maybe, your case and that of many others, apparently,  should be discussed by the Community regarding the possibility of joint action.

G

David, we are in the same position. We completed in October and our major issue was the air conditioning. Despite visits in Ocober, February, April and an abundance of e mails, Keymare, whilst they promised to sort it out, have done nothing. The last thing we need during the summer is air con that's not working and I've decided to have this rectified independently. The cost is a few hundred euros but at least it will be dealt with  and I can enjoy a break out there without wandering into Keymares office every couple of days !
If anyone has any bright ideas as to how to get Keymare to sort out snagging issues within an acceptable timescale I'm sure we would all be very interested.

Paul

They do have a notice in the office stating that the complaints book is available to anyone who requests it.

Maybe that should be our next course of action.

Noreen

Dear GoG,

YES YES YES

I am tired of it all, mine is but a small snag (unless someone gets electrocuted!), However I agree that matters like AirCon need pursuing relentlessly.  By the way when I enquired of Petra what to do if any of my appliances didn't work she said that it was not KM's responsibility and if I had a fault I should ring the number in the manual!
D 

Noreen, any idea what happens once you have completed an entry in the complaints book. Or do they just ignore it anyway ?

This is a "book" which is held by each organisation which contains forms for the complainant to take away and complete.   Basically if you have a complaint to make and want to register it officially you ask for the Complaints Form (hoja de reclamacion)

Key Mare should give you this if requested, it is easy to complete as it is in Spanish and English.  

(this part needs  confirming) that you complete the form and then have to take it to the Town Hall where the company is located ie Vera and Key Mare would then be investigated.  

Just to make you aware that if you make an official complaint by requesting the form and submitting it, Key Mare will probably wake up and do something to rectify your faults as they realise you are being serious and running out of patience. 

(this is what happened to us - although don't be too optimistic at this stage,  the rectification of snags left even more snags due to shoddy workmanship).

I have just had a phonecall from my keyholder to tell me that when she arrived, Key Mare were swarming all over the place digging up my patio and upstairs terrace. She phoned to ask if I knew anything about it. I didn't know anything except that a few cracked tiles were on the original snag list I gave KM last August, just after completion. I have been giving them a hard time recently about getting the snags finished and as they know I am arriving tomorrow perhaps they thought if they had done one thing off the list I would stop bothering them. They were wrong!
My keyholder went back later to check on what they had done and they have replaced 8 tiles upstairs and 5 downstairs which is good. What is not so good is that the builders had used both my bathrooms and not flushed! How disgusting! 
They have still not done anything about the major snags either.
Linda

Hi Linda

Welcome to the club.  I would also check that they have used similar grout to the existing for the tiles.  For some reason they used black on ours that were replaced and it stood out like a sore thumb and it took us ages to get them to come out and look at what their guy had done

Good luck.   It will all come to fruition eventually.

Kaz

Thanks Kaz,
I have told KM if they come and fix the one major snag, the badly warped and damaged front door, I will go away quietly and leave them alone. I have been emailing Petra daily to try and get them to come and I told her I was coming to Spain tomorrow and wanted someone to come and look at the problem while I was there. I still don't know if anyone is coming because she didn't bother to reply to that email although up until then she was replying, but saying that there was nothing wrong with the door, even though you can see daylight round the edges where it doesn't fit the hole! I think I have given them enough time now (10 months since completion) and I have always been polite with them but still no joy. Now my emails are sounding more and more rude which I don't like doing but I do need to get this fixed, and soon. I have also told them that if nobody shows up I will make an official complaint against Key Mare by completing a complaints form as Noreen explained in an earlier posting. I have also told my spanish lawyer what is going on and he is happy to fight KM about this. However, I am reluctant to go down this route because it could end up costing more than a new door.
Having said all of that I still love Al Andalus Thalassa and look forward to many happy years visiting Spain.
Linda