Ourown Interior Design Company Co

I live in a Taylor Wimpey new build house which had vinyl flooring installed by Our Own Designs in 2017. In March 2019, we noticed a few yellow blemishes in a row, on the vinyl in one of the bathrooms (but the vinyl in the other two bathrooms were fine). Due to this, I have been speaking to Our Own Designs over the past few weeks, and it has been a fairly frustrating experience - from having emails ignored, to not receiving callbacks, to being told one thing (but them telling Taylor Wimpey something else). To go into more detail - after we noticed the yellow blemishes back in March 2019, we contacted Taylor Wimpey who inspected it on 15th April. They concluded the yellow blemishes were printing defects and the vinyl needed replacing, and Taylor Wimpey told me on April 18th that the flooring company (Our Own Designs) would contact me directly. They did not contact me, so I emailed them on April 29th. I had no reply, so I chased this on May 2nd. Again, I had no reply so I rang them up on 8th May. I ended up speaking to Sue who said that it is "such an old case" that they had to "dig the files out" - even though Our Own Designs attended in October 2018, so it is not really an old case. Sue said that it sounds like "plasticizer migration", which would either be caused by work a carpenter did back in October 2018, or a "small leak". I went home the same day and took the side of the bath off, however everything was dry: there was no leak. I then emailed Taylor Wimpey explaining what Sue said, and how there is no leak. They replied telling me that Sue said she had agreed an inspection with me - even though this was not discussed whatsoever. Sue rang me back two days later (on 10th May), sounding a little defensive - saying "I understand you spoke to Taylor Wimpey... what exactly did you tell them?" I said that I told them the truth: that Our Own Designs think the defect is caused by the carpenter or a small leak, and that there is no sign of a leak. Sue then said - for the first time - that an inspection would be needed. I said that Taylor Wimpey have already inspected it, but I am happy with another inspection. Sue said she would call me Monday. I had no call back on Monday 13th May, so I rang up to chase this. I was told that Sue was off, and no-one else in the company can arrange the inspection - so Sue would call me back tomorrow. I explained that I had been chasing this for a few weeks, so requested a call back first thing - and was told that this would be done. I had no call back first thing on Tuesday 14th May, so I called back and spoke to Sue. She arranged for an installer to meet me on Thursday lunchtime. He attended and said the yellow blemishes, "are odd" and it "doesn't look like anything is coming from underneath". He finished by saying that it "is a manufacturing defect" and the "vinyl needs replacing". He was very clear. I heard nothing back from Our Own Designs on Friday 17th nor Monday 20th, so I rang them back to chase up the status. I spoke to Sue and I explained what her installer told me, to which Sue sounded defensive and said "No, he didn't say that". I again explained exactly what the installer said, to which Sue then changed her position and accepted that the installer DID say that, and so based on his report she went "to the regional distributor who said too much time has elapsed for it to be a printing defect", and then Sue said that "if the regional distributor won't pay for it, we won't either". Sue then said the defect was because we "must have spilt something on it" - even though the blemishes all look the same, and are in the same row. A spillage would not look like that. So Sue has provided four different explanations/excuses for the blemishes in a fortnight, and I am no closer to getting my vinyl fixed/replaced. Sue ended the call by saying that I should not be speaking directly to them, even though Sue asked me to speak directly to them on 8th May! All-in-all, a very odd - and frustrating - experience.
Jun 15th, 2019

Dec 10th, 2017