Know your right - National Consumer Complaint Center

Know your rights as a consumer. When you got cheated or not satisfied with the services/goods purchased, you should know where you should go to make a complain, and to get refunds.

I got my refund of RM500 for a con job by a contractor to repair my leaking water tank

Here is the whole story - Just skip to the bottom to find out how you can claim your money back if you lazy to read my looonnnnggg looonngggg story.

Last July, I called a contractor to repair my leaking water tank. I got their contact via cards distributed in my mail box.

They sent 2 person over. After investigation, they said that my water tank have many cracks. They propose to paint a layer of ‘glue’, which is used specially for repairing and preventing water tank from leaking. They quoted RM550 for the glue and workmanship. I mentioned that RM550 is too expensive, might as well change the whole water tank. However, they assured me that the tank is still in very good condition, and changing the whole water tank is a waste of money. They gave me assurance that after painting the ‘glue’, the tank will last for 20 years. They mentioned changing a tank, will cost approximately RM1,600 for 200 gallon tank, including workmanship. They told me that my water tank is a 350 gallon tank. I asked if the 'glue’ is poisonous, they assured that it is not. I also asked if I can use the water tank immediately after painting, they assured the glue will dry up immediately. I negotiated and they agreed at RM500.

Although I think that the price is expensive, I have agreed to get it fixed as I do not want the trouble of a leaking tank again. Since he has also assured me many times that this will solve the leak for at least 20 years.

I got a receipt from him for RM500.

To cut the whole story short, my water tank is still leaking after the treatment. So I called them again and the came, this time they say it is because of the float. He says the house pipe is dirty, therefore causes the float to get stuck and therefore the water overflow from the tank. He says even if he changes the float for me, it will get stuck again, as the house pipe is too dirty. So he recommended that I wash the whole house pipe. He say he will pump in chemical into the pipe to flush out the dirt. He quoted RM350, as he says the chemical is very expensive. I negotiated for the price but he said he is only earning RM80 as workmanship.

After completing, I paid him RM350, and I asked for a receipt. He went to check in his car and came back to tell me that he did not bring the receipt. He told me he cannot use your Company’s receipt, as the price he quoted me is cheaper (his personal price). He promised to put the receipt in my letter box the next day.

But the next day, I realized that the water tank is still leaking. Suspecting something is not right, my husband told me to make an appointment on weekend so that he can climb up to see what is wrong up there. Since my husband is busy, we might need to ask help from my brother-in-law if my husband needs to work weekend.

But when I call Steve, he told me that his weekend is packed and unable to slot in a time in for me. So I have no choice but to make an appointment on a week day.

However, it rained heavily that day and they couldn’t come. So I called to reschedule the appointment. I made an appointment with his assistant (he was away) on Sunday. At 11pm on that Sunday, I called to make sure he comes, as my husband need to work on that day, I have asked help from my brother-in-law who lives in Gombak. He told me that he is not aware of the appointment as his assistant did not inform him. He says he have lots of worked lined up for him that day. I insisted he come that day and finally he agreed, but mentioned that he will be late. My brother–in-law arrived all the way from Gombak at 3pm. We waited till 4pm and I gave Steve a call again. He says he will come later. I called him at 5.30pm and he again say later. By 6.30pm, I called him several times and he did not pick up the call. I called him again at 9pm and he did not answer.

The next day, I called him more than 10 times but he did not answer my call.

So I called the Company directly. The Company sent 2 0ther person to check the water tank, they told me the tank is beyond repair and have to be changed.

This person says that he is a worker of the Company, while the previous person was a sub-contractor. He says the reason he is here is to settle the problem for me. He told me that they already had lots of problem with the previous guy and that they have terminated him with immediate effect. He say he will change the water tank for me. He quoted RM1,600 to change a 150 gallon poly tank, and install 3 automatic valve to increase the water pressure. He says a smaller tank will cause the low water pressure, therefore he will install the automatic valve to enable using water from tank and from main source. He say bigger water tank increases the chances of broken tanks. Although I do not have evidence to proof the RM350 paid, he will deduct RM800 from the price he quoted. So I only need to pay him RM800 to change the water tank. And, he suggested us to do water proofing as the rooftop is cracked and will cause water to seep into the house. He quoted the water proofing at RM400. He say that is only material cost and he dun charge workmanship. He told me he can come the next day. Being skeptical, I told him I would need to ask for few other quotations before agreeing, and that I need to discuss the matter with my husband.

I called up few contractors, and they all quoted RM750-RM850 for 200 gallon poly tank. One contractor advised me not to install the automatic valve as there will be complication if the pipe were to burst. Most advise to use 250 gallon poly-tank and mentioned that the pressure will be ok.

As for the water proofing, I went to a hardware shop to enquire and the boss told me a pail of waterproofing material only cost RM55.

So I decided not to engage the same Company, as I think Lim is just trying to confuse us with all the automatic valve stuff. But the end, I still need to pay RM800. I have asked that a 150 gallon tank cost less than RM200. So I do not trust that Company anymore.

I contacted another contractor who quoted me RM1100 for 250 gallon poly tank. They did such a good job and they were half an hour earlier than the appointment time. When they bring down the old water tank, I can see that there is some black tar still sticking on the tank.

I was so angry with myself. How could I get cheated. I am a graduate. How could I be so stupid? So I decided to teach them a lesson. I searched the net and found the National Consumer Complain Centerhttp://www.nccc.org.my/. I wrote to them about what happened, they gave me a very prompt reply within 2 days. I was so surprised with their efficiency. Here is what you do:

1) Write a letter to the company where you are claiming from. In the letter, write the whole story, and mention how much you want to claim. In my case, I asked for RM500 as the other RM350 is not supported (which I think is stupid of me, I should include the RM350 + all other incidental cost to sue them and compensation for the trouble they caused me). Attach a copy of whatever evidence/photos
2) CC a copy of the letter to NCCC

(in case you do not have the address and person in charge, you can buy the information from Suruhanjaya Syarikat Malaysia http://www.ssm.com.my/cariannama.php-The receipt that they gave me only have handphone numbers)

Within days, they wrote a letter to the Company and told them to refund me the money. They Company called me and only agree to refund me RM150. I refused and decided to take further action.

NCCC called me to follow up if the Company have paid me the money. When I told them I rejected their offer, NCCC refered my case to the Consumer Tribunal http://ttpm.kpdnhep.gov.my/portal/index.php?option=com_frontpage&Itemid=1

Here is what you need to do:
1) Go to the nearest office, fill in 3 forms and pay RM5. Bring 3 copies of whatever evidence and write the whole long story again (remember to write in advance and bring 3 copies, or u will need to hand write it 3 times)
2) The Consumer Tribunal will keep 1 copy, 1 copy for you and you will need to hand the other copy to the Company or post to them via AR register
3) The Consumer Tribunal will set a hearing date of which you and the Company will need to attend

I am very surprised that both NCCC and the Consumers Tribunal is very efficient. The delay came from myself for failing to go to the Tribunal to fill in the forms.

After receiving the letter, the Company called me and agreed to pay me RM500.

They will be paying me on Mon/Tues. Upon receipt will I then write to the Consumer Tribunal to cancel the hearing.