Unclear pricing structure
I’ve used Structural Surveys before and previously had a good experience, but unfortunately this recent visit left me quite disappointed.
The engineer who attended was excellent - very professional, clear in his explanations, and genuinely helpful on the day. I have no complaints at all about the onsite assessment.
The issues began afterwards. The quotation stated the fee was “payable prior to report issuance,” which gave me a reasonable expectation that I would receive a formal written report as part of the service. Instead, the only output was a brief email summarising the issues, with no structured report, drawings, or calculations. Additional fees were then introduced for design work that I had assumed would fall within the original scope.
While the company maintains that this is how the process is intended to work, the wording of the quotation and appointment documents was unclear and did not set out the limitations of the initial fee. As a customer, it felt ambiguous, and the experience didn’t reflect what the quotation appeared to promise.
The engineer himself was great, but the communication around scope, deliverables, and fees needs tightening. Unfortunately, based on this experience, I’ll be taking my custom elsewhere in future. I am also almost £600 out of pocket with nothing to show for it.