Xtra Spaces
Verified3 reviews
No complaints about the pod, it was made quickly and professionally by the 2 guys, the after sales service by the owner, [Name Removed], however is woeful. I was told by the builders before they left that [Name Removed] would be back for the offcuts and rubbish, he came back to get the full panels about 2 weeks after the pod was installed, took off before I could ask about the rest rubbish. I have now been informed that it up to me to get rid of it and that it is the T&Cs on the website, except that the only way I could find it on their website was from a link provided by [Name Removed], normal searching does not find the T&Cs on their website. My advice is if you use Xtra Spaces ask about who removes the rubbish BEFORE you give them the work, or better yet, get someone else, there are plenty of modular pod builders with similar prices.
The Pod itself was well made but we received a full size window when we specifically asked for a smaller high one. Also lots of rubbish was left for us to dispose of costing us even more money.
Nice pod, rubbish service – We got a 2.4 x 4 pod built in my backyard yard. The pod was assembled on-site by a couple of builders and it only took a few hours. I fitted it out with electrical, lights, carpet and AC and it’s now my home office. It’s a good little unit for the price. We had some issues after the build though. The builders left some rubbish and off-cuts and promised to collect them at a later date. A week later I hadn’t heard anything so I contacted the owner [Name Removed] who gave a vague promise to collect it when he could. Then radio silence despite multiple attempts over the next few weeks to requesting an ETA via text and voicemail.
Eventually after about 7 weeks of having the rubbish sitting around in my yard I did a tip run myself to dispose of it. I texted [Name Removed] a copy of the receipt requesting he reimburse me the tip fees and funnily enough I heard back straight away this time. He declined and advised that I should have known all along that rubbish removal was an extra fee.
Thank you for acknowledging that the pod itself is a good unit and that the installation was completed efficiently. For clarity, the material left on site was spare material and off-cuts, and “rubbish”. As outlined in our terms and conditions, removal of leftover materials is not included unless arranged separately as an additional service. This was not organised or requested prior to installation. Our terms are readily accessible on our website at all times. We make the information available, but it remains the customer’s responsibility to read and understand what is included. You are correct that you heard from us promptly once the matter became a demand for reimbursement accompanied by threats. We do not respond to threats, nor do we accept your characterisation of events. We advised we would return for spare materials, not rubbish. If that was misunderstood, we are sorry for your interpretation.We also note that choosing to dispose of spare materials as “rubbish”, without prior approval from us, may have unnecessarily increased the cost of your tip run. We are glad the pod is serving well as your home office and that, in your own words, it is a “nice pod”. What we reject is the attempt to reframe an otherwise smooth, timely and professional service as “rubbish service” over one minor inconvenience. A 99% positive outcome should not be reduced to a 1% grievance, particularly when the matter was clearly covered in the terms available before installation. We stand by our product, the service provided and the terms agreed to prior to installation.
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Thank you for your feedback, and we do appreciate you acknowledging that there were no complaints about the pod, and that it was built quickly and professionally by our team. We understand that your concern relates to the leftover off-cuts and packaging after installation. While our terms and conditions outline that removal of leftover materials is not included unless arranged separately, we can also appreciate that there may have been a misunderstanding around what was going to be collected after the build. For that reason, we have made several attempts to contact you by phone and message to help resolve the matter and arrange a practical solution for the remaining materials. Unfortunately, we have not received a response, which leaves us with very little room to move forward or assist further. We are always happy to work with customers when there has been confusion, and our intention is always to leave things on a positive note. However, communication does need to go both ways. Given we have tried to reach out multiple times without a reply, it is disappointing to see the matter publicly framed as poor after-sales service when we have actively attempted to fix the issue. The ( installers ) returned and collected the full panels, as discussed. The remaining offcuts and packaging were not part of an agreed removal service, but despite that, we were still willing to help remove it had we had a response. We respect that this may have been frustrating from your perspective, but we do not believe it is a fair reflection of our business, our team, or the service provided. We stand by the quality of the pod, the professionalism of the installation, and the genuine efforts we have made to resolve the matter respectfully and we will continue to do the best we can for our customers. Kind regards Xtra Spaces team.