nsuk.co

I have had a terrible service from NSUK since paying the money and receiving my report.

Specifically I've tried to seek clarification from them on where the samples were taken from and also how a material is asbestos if no sample was taken, amongst other things.

Sadly I've been continually fobbed off by their support team by email as there is no phone number and made a complaint over a week ago and had no response. I've been chasing there enquiries for two weeks.

I simply needed to speak to the surveyor though this appears to difficult.

Terrible service and I would avoid.

My ref is AA11352 before they respond with a fake review etc.

In addition the report created stated there are areas of asbestos and theur team on support have just said check the report which doesnt answer the questions I've been asking and still ask to date.

I've twice requested a phone call and received nothing including making two complaints. It's clear they can not answer my questions.

Their support team responded 3-4 times with fob off responses which is not good customer service and particular poor.

I was recommended this company by a surveyor but wished I had done some more research.They are very keen to take your business and promise lots but it is clear they don't deliver on what they advertise. Impossible to speak to anyone who can make any decisions or give any answers- still awaiting a 24 hour turnaround service on asbestos testing 4 days later which I assume actually means 24 days. The options on the phone are a joke - option 2 is support ie go to website and 3 is accounts but you can't speak to them! Each response from them either phone or e-mail is different and excuses why they can't deliver on their services. Shocking customer service and communication.

NSUK sent us a 35 page report stating that there was minimal asbestos in the property that we were having demolished. We later found that the House was MADE of asbestos which the Demolition company located within 30mins of being on site. Had we known this in advance we would have withdrawn from the project. The total cost for the Demolition more than doubled. NSUK were extremely difficult to contact either by phone or email. Any response we did finally receive was ineffective. No acknowledgement of concern from them.

I needed an asbestos report for a small common area servicing 2 flats. I decided to use NSUK even though they did not offer the cheapest price because the reviews on their website looked very good, they could attend within a few days and they promise a turn round of between 1 and 3 days stating 90% of reports are issued within one day. Despite my request to call 30 minutes before arrival which was confirmed by NSUK, the surveyor said that he wasn't advised - fortunately one of the flat occupants let him in, It is now 8 days since the surveyor carried out the inspection on 2nd October (which I paid for on that day) and I am still awaiting the report. I've had to chase daily and they don't call back so customer care clearly has little if any importance! I was initially told that they were awaiting a lab report but on Tuesday afternoon I was told that it would be issued that day. It's now Thursday 10th Oct and I still do not have the report and I can't get through on the phone. I will update my review when it is received but in the meantime, all I can say is that they are mis-representing their turn around time, the service is appalling and I'd wished I'd checked them out on Trustpilot prior to engaging them.
10/10/19 16.59 Update - afetr chasing again, asbestos report finally received

Do not ever use this firm because even if you cancel the appointment more than 48 hours before, they would still bill you for fictitious work and send a bill requesting payment even though no work had been done.

Despite informing them of the circumstances, they still continue to send the demand requesting payment and threatening enforcement action. However I am prepared to go to Court to defend the action plus I will make a counter claim for costs against them if this happens. Hopefully it will not as I have all the evidence to hand to rebutt their claim.

Unprofessional and incompetent.
Surveyor simply didn’t turn up to testing booked weeks ago. Had to chase and chase on the phone to get any response and was eventually told that the surveyor wasn’t coming and that there had been an error with the booking. DO NOT USE THIS COMPANY.

If they respond saying that this is a fake review, here is a cut and paste of my confirmation email from Kayleigh Mills at NSUK:

I confirm that your survey will be carried out on 01/10/19 at 9am. Please make allowances for this.

On completion of your survey you will be sent an invoice via email and once paid and we have received a cleared payment to our account, the report will be released within the agreed time scale.

Kind Regards

Kayleigh

Edit:

As they denounce every single bad review as fake: the survey was invoiced to my partner's name, but this is also not the point. Why would anyone waste their time on writing about their negative experience with a niche company like yours in detail if they weren't truly dissatisfied?
We have contacted you numerous times in the past about an issue with the report and have been completely unsuccessful to resolve this, being always directed to your online form. We have since moved on to a new company and I wont be bullied into disclosing personal information like my invoice number.
You better believe it when people take time to write what specifically is wrong with the way you conduct your business.
My only intent in writing this review is to warn others. I have given up on resolving this with you, so no need for your e-mail address, we have all that information.

Original review:

Please don't be fooled by their positive reviews, all written by fake accounts with fake profile pics and fake names - "Holary Dinga", really? Lol.
Yet they are the ones accusing real customers of writing fake reviews. I have since contacted another asebstos survey company that is UKAS accredited (which they are not, only the laboratory they send samples to) and they chuckled when I sent them the NSUK survey report I received - they have a bad reputation in the industry.
Look out for a UKAS accredited company when you can, and certainly don't hire NKUS.

Very badly managed survey visit with the appointment been canceled in a rush at 550pm, 10 minutes before the due time (and the bank holiday weekend) after waiting for the entire afternoon.
Conflicting information between original delays due to traffic and finally a broken down car of the surveyor were signs that let me to believe dishonest or very badly managed communication.
I can understand 'force majeure' although the way I have been informed and simply brushed off at a last minute displayed a total lack of respect for the client, in my opinion very rude. A real waste of time and energy with a bitter feeling.

Before NSUK's PR team jump on this, this is not a fake review. My order number was AA8892. I've also now emailed them to lodge a formal complaint, after they've accused me of posting a fake google review with a new account, despite my account being open for 2-3 years. It's pretty telling that they were quicker to respond to this review than they were to send me my survey.

ORIGINAL REVIEW

Initially communications were good and NSUK were happy to negotiate and match the price we'd been quoted from a more local provider (in Bristol). Once we'd signed the contract and been invoiced, the communications got really patchy.

We asked for a specific time for the surveyor to come to look at our property, only to have that request ignored completely in the reply and to be told they would arrive "at some point between 10am and 1pm". Wish we had gone with the other company, slightly more expensive than NSUK. That company would have arrived at a time of our choosing. My partner spoke to NSUK and they were not really interested in making any adjustments to these arrangements. In the end the surveyor turned up at around 10:30am.

Admittedly we were a few days late paying for our survey, but NSUK certainly weren't too shy about suddenly being very on it in terms of making sure the invoice got paid. However, once we'd paid the invoice, the communication dried up again. I emailed three different employees asking for our survey, which should have been sent to us 2 days after the payment was completed but actually took 5 days to arrive. And in the end it only arrived when I got an email asking for my "customer feedback". I said I'd be happy to give my feedback, once they sent me the survey we had paid for. Guess what? The survey arrived within 24 hours.

Communication is poor, it's really unclear who you should be talking to, and they don't respond fast enough. Sometimes it takes days to get a response. Would suggest you go elsewhere for your survey needs. These guys will give you a cheap price if you negotiate, but the service matches the cost. I pity anyone who's paid full price for services from NSUK.

My account has been valid for over 5 years, maybe you should check your records or I can publish your surveyors name too. My invoice number is AA9095 and it has been submitted to Truspilot. This is not a fake review, they called me to discuss my review and I was at work and said I would call them back and I did, still no call back from them, my review and name is genuine, still waiting for a call back and if I am taken to court I will publish these details. So if NSUK want to resolve this matter I suggest you call me back and will produce your review when in court as you have stated I'm not a customer of yours. I wish I could upload my invoice that you have sent meI am still waiting for a call back as I do not trust your report to be genuine and you talk about integrity. They want to take me to court because they don't have debit or credit card facilities, avoid at all cost, what company in 2019 does not accept credit or debit card payments, I'm not refusing to pay by the way!!! They need to get with the times and see you in court. Ps bring your company into the 21st century, who even uses a cheque book in 2019???? Wast of time. Better customer service and use of electronic technology needed.