As you may know by now, we have spent a fair bit of time with our site manager/supervisor over the months and feel that we know him as far as you can know someone you have met periodically over a few months. In early February we were doing a site visit and the site manager was asked when the cameras were going in. He has the worst poker face because the look on his face was “What cameras??!!!” He clearly had no idea that CCTV was supposed to be installed. He did not fess up to this at the time, just mumbled something about the electricians not being done yet.
First thing we did when we got home was to examine the electrical plans and itemized electrical order. The electrical plans show the locations of the cameras and in which direction they should face. The plans also show the location of the CCTV monitor.
The itemized electrical order showed the alarm but shock horror no CCTV was listed!! The 3 must haves when we started this journey were refrigerated cooling, alarm and CCTV! The house is almost finished and one of the majors on the wishlist has not been done.
We contacted the builder and requested a ‘please explain.’ As far as we were concerned, we ordered CCTV as evidenced on the plans. Their staff member then did not included it on the billing template so we effectively did not pay for it. Our Customer Support coordinator (CSC) speculated that they might have to do a post contract variation and not charge us for that but bill us for the actual CCTV. In theory this sounds fair but…. the same thing happened to our flooring. We selected our carpet via the builder and that quote did not end up in the contract so we ended up with a post contract variation, meaning the cost of the carpet was not factored into the home loan and we have to fork out for that. We did not kick up a fuss with this, just signed and moved on. But having this happen again was just becoming a bit ridiculous. Also, we need money for other things like fencing a landscaping, having unexpected $3000 sums added to the cost of the build was just not acceptable.
We were not aggressive, we simply expressed to the CSC how ultimately it was not our fault that we were not initially billed and as a company they need to show some good will in this instance. So this is what happened:
7 February 2018 – Query about missing CCTV raised with builder via email (We need it all in writing!)
15 February – No official response from builder (A few calls to them have been to follow this up)
16 February -CSC responds in writing saying they are hoping to have something to say today
20 February – Site manager says he wants to do PCI, effectively the house is finished
20 February – Wrote firm email to CSC saying we will not attend PCI until the issue of the missing CCTV is resolved officially.
20 February – 1 hour later – Official email from builder confriming CCTV will be supplied FOC!!!!! (Free of charge baby!!!) as a gesture of goodwill. How about that to restore one’s faith in humanity and big business!! The moral of the story is ….check everything……again and again and again……
Now pics of the CCTV….