Stay away
Unfortunately, I find myself describing a bad, bad experience. I do not normally leave reviews and I have to be pushed very had for this.
Short version and to make this clear and trying to be as fair as possible: the problem is not necessarily the delay nor the price change, but the lack of change management and customer engagement (communication) and the fact that they use your sail as ransom to impose their view. Clearly an opportunity for improvement if there is the will.
Long version:
On meeting them, my first impression was very good and I ‘wanted’ to see an enthusiastic group with a nice project. I was given a verbal estimate for cost and time for what it was a clear description of the work to be done and with the sail in front. The estimate was that the work be done for next week and approximately £580. I accept the offer and they take the sail.
From here, things go from wrong to worst. I don’t hear anything back the next week. Then, I wait another week and I decide to call. One has to be exceedingly lucky to be able to contact them; nobody picks up the phone. Finally, I manage to talk to the director, who was the person accepting the job and providing the estimate, and I am told that there had been a problem with some supply and that they could not complete the job in time. However, I am told that it will be completed ‘tomorrow’.
Almost another week and I have not heard anything again. Nobody picks up the phone when I call. Then I receive an email with an invoice, informing me that I have to pay for half of the job that had to be done and a quotation for the rest. The total is close to twice the estimate. At this point I still conserve my humour and reply that I do not wish to proceed with the rest of the work and ask when I will have my sail back, since, as agreed, they should fit it back in the boom.
The response is that the sail is ready for collection and that I can collect once I pay the invoice. Since we agreed that they had to fit the sail back on the boat, I reply that I will pay once the job is finished. The response is that they do not trust me to pay after the sail is on board. From here, a nightmare. Because I complain, I happen to be eccentric and I am stressing them.
The result: I have an unfinished sail that I have had to pick up from their loft after paying, where two members of the organization have just told me that I ‘have to drink some tea’ and take the things as they are. Impressive.
If you decide to work with them, be very careful and get all in written. Also, be aware that it is almost impossible to contact them over the phone. Also, note I have been denied to be able to talk to the director, who was the person that made the original agreement.