This site has been put together by Kerry Adams to describe the horror that is the story surrounding the repairs of our house after the earthquakes in Canterbury. As you will see the from the events to get the house repaired has been stressful and we have reached the point where we want to warn others who may be facing the same situation as us.

The parties involved in this horror story are:

1. Kerry & Bec - the home owners.
2. EQC - Government earthquake commission.
3. Southern Response - the insurer.
4. Arrow International - the project manager for Southern Response.

At the time that this website was prepared (2nd June 2012) the house sits unrepaired and we are battling to resolve the situation with all parties involved. As you read this consider what it would be like to go through everything with three kids under five and the impact of moving house. As you will see from this EQC, Arrow International and Southern Response are the cause of all our problems.

It is important to note that the house itself is livable and we were happy to live in the house for months or years before it was repaired. The problem is that we were led to believe that it was our turn for the house to be repaired and things have turned sour since. With three small children to be mucked around as we have is unforgivable and extremely difficult.

The events that led to where we are right now are as follows:

4th September 2010 - Rolleston and Canterbury is hit by a large earthquake. Our house suffers damage to the foundation but remains structurally sound. The damage to the foundation was a number of cracks ranging from hairline through to 10mm + wide. The cracks are in a number of rooms of the house. Other damage to the house included gib damage, brickwork and driveway damage.

2nd December 2010 - EQC inspectors visit the house and are concerned by the extent of the foundation damage. Their preliminary assessment of the property puts the damage over the EQC cap and payment was to be arranged. Because of the damage to the home the house was visited within the week by the same EQC inspectors and three of the top Canterbury managers. Comment was passed by EQC at the time by the 5 EQC representatives that the damage could potentially be the death knell for the house.

28th January 2011 - Kerry contacts EQC to enquire as to the status of the damage to the property and any EQC payout. Advised that the EQC top assessor Pat M was reviewing the file. It has deemed to be over the cap and payment will be arranged accordingly.

17th February 2011 - EQC pays the maximum payment of $100,000 plus GST for the damage to the property.

22nd February 2011 - Canterbury suffers another major earthquake. There is further interior damage to the walls and ceilings. Further exacerbation of the cracking throughout the house.

June 2011 - Phil G from Arrow International being AMI Insurance project manager visits our property to review the extent of the damage and to make a comprehensive list of the damage so that a plan can be put together as to how best repair the house. Revealed by Arrow that the house is unlevel with the garage being the lowest point. Advised by Arrow that they are experts in earthquake damage so irrespective of what we say they know for a fact what is and what is not earthquake damage.

House suffers another significant earthquake with some damage to walls and ceilings. Cracks throughout the house seem to be stable.

July 2011 - We receive the repair plan (DRA) from Arrow International outlining the damage to the various areas of the house and how the repairs will be undertaken.

Kerry responds to the DRA with a number of questions and to clarify certain issues with their repair plan. This is met with a slightly negative response by Phil G and a second visit is made to the house to answer the questions and address areas of concern.

July / August 2011 - Kerry receives a copy of the Arrow DRA plan which consists of pricing to house and which we understand was preliminary pricing. The figure at the bottom of this report shows that the damage is estimated at the minimum of $158.430.84 plus GST. Interesting comment in this report is that they are allowing for complete removal of the garage part of the slab and reinstatement.

October 2011 - We were required to attend a meeting at AMI with their representative and Phil G from Arrow International. The purpose of this meeting was to review the DRA and to sign off the DRA so that the repair work can be organised and approved. During this meeting we agreed that the work was to commence February 2012 and we started to make preparations for moving out so that the work can commence.

January 2012 - Kerry chases AMI and Arrow International as to the status of the repair work and when in February it was to commence. Phil G advises that in his recollection this was never discussed. We are alarmed at this response and concerns begin to increase.

February 2012 - A visit is arranged by Phil G from Arrow International for Uretek (house levelers, Renovo (builder) and a new Arrow project manager to review the DRA and the house itself. This is the first time that we have met the new project manager and the first we knew that we were having a new project manager, Glen C. During this visit when Kerry continues to challenge Arrow regarding certain damage that a strong comment is made by Arrow. We were told that either we accepted things the way they were or Arrow would arrange for the house to never be repaired. As a result of this intimidation and threat we had to accept things as they were even though we are not happy with this. Kerry believes that we have a valid insurance policy and under contract law they cannot do this.

March 2012 - Advised by yet another Arrow project manager, David N, that the house repairs were all go and that we are to organise temporary accommodation. We confirm that the date of 10th May is the date that we can move into our temporary accommodation and begin the process of packing all our possessions.

1st May 2012 - Shaun and Nik from Renovo arrange a meeting to discuss the finer details of the repair work such as paint colours, vinyl etc. Project is all go and everyone is clear on what is to happen when. It is estimated that the repair work was to take 10 weeks which included contingency if the house leveling does not go as planned.

2nd May 2012 - Anton O from Southern Response calls to say that there has been a mistake made by Arrow and Southern Response. The project does not have the green light to proceed and that no authorisation should have been given. Advised that the previous project manager, Glen C, made a number of mistakes and is no longer associated with Southern Response or Arrow. We are fuming at this and make it clear that this is unacceptable and the project must proceed. Kerry advises Renovo that Southern Response have stopped the project.

3rd May 2012 - Renovo advises that this is the first they have heard of it and had been spending time getting everything lined up. Renovo is contacted by Arrow and places everything on hold pending notification that the project can be restarted by 10th May.

Kerry decided to contact our local MP and Associate Minister for Earthquake Recovery, Amy Adams, and asks for help to get the project back on track.

4th May 2012 - Anton O from Southern Response advises that he is trying to get the project back on hold and will notify us as soon as possible if he can or not.

7th May 2012 - Anton O from Southern Response advises that he is still trying to get an answer as to whether everything is go or not. Mid morning Anton advises that they are still trying to get things underway. Lunchtime Anton advises that the project is suspended until Arrow can provide contacts for Southern Response to review and sign with us.

8th May 2012 - Paula W from Amy Adams office advises that during discussions with Southern Response that the repair work has got the green light and everything is all go.

Bec rings Anton to find out what is going on as the landlord needs to be paid three weeks rent if we are not using the property as part of the termination of the rental on that property. Anton advises that we are to move out and five weeks temporary accommodation payment will be organised so that we can pay the landlord.

Anton rings Kerry and advises that we are to move out and we will sign several documents when prepared for the project to begin. We subsequently move into our temporary accommodation.

23rd May 2012 - Three EQC representatives and one Arrow representative visit the house because EQC is arguing with Southern Response as to who is paying for what in terms of the February and June earthquakes. EQC representatives lie to Kerry and advise that their visit will not impact on the project and Southern Response will continue with the project. This was a one hour inspection where at no time did they ask about where I thought the cracks ran nor did they make any effort to lift carpets to determine for themselves the extent of the cracking.

29th May 2012 - Renovo contact and advise that they are still waiting on Southern Response regarding confirmation that the repair work can be undertaken.

31st May 2012 - Anton O from Southern Response rings and says that EQC have decided that the house damage is not that significant and so they are going to do the work not Southern Response. We are advised that Southern Response are not happy with this outcome as they believe they should be doing the work. Kerry makes it clear that EQC / Fletchers will not be undertaking the repair work but that only Southern Response will be permitted to do so. Southern Response have their top team working on the negotiations and are endeavoring to get the project back to them.

We are advised that because negotiations may take a long time to resolve that we should make efforts to move back home. Notification is given to the landlord that we will be vacating the property and moving back home. Southern Response agree to update us regularly on progress of those negotiations.

Kerry calls EQC to complain about being lied to by the EQC inspectors on 23rd May. EQC advises that their files show that as far as they are concerned that any settlement for February and June is to be made in cash and that Southern Response are still handling the claim.

1st June 2012 - Feeling frustrated by events Kerry again contacts the office of Associate Minister of Earthquake Recovery to see if she can assist. Waiting for the outcome of that contact.

10th June 2012 - We are now back home having spent the weekend moving everything back in. Our frustration continues to grow that we can be treated like this.

11th June 2012 - We have received a response from the office of Amy Adams who has basically said that she does not want to become involved nor can she become involved. She has recommended that we contact EQC for answers and maybe that will solve our problems. Don't think she actually understands the impact of situation and the frustration that we are feeling. We get the sense that maybe that this is all too hard for her and that by ignoring the situation it may simply go away. Feels like that we have been given the standard line and that even though she is our local MP.

14th June 2012 - Southern Response have indicated that EQC have locked them out of doing the house repairs to our property. We are awaiting confirmation from Southern Response that this means that they no longer have any involvement with our house repairs but that instead EQC will be doing it. Senior managers at Southern Response will be writing us a formal apology for the mistakes that have been made at the hands of Arrow International and Southern Response. Doesn't make up for the grief that has been caused.

Situation Right Now

1. If EQC have locked Southern Response out of repairing our property we will continue to fight until all options have been exhausted. The quality of work being undertaken by EQC has been below par from the people I have talked. In fact we know this to be the case as the property that we had been renting was not completed to a high standard and the EQC "complaints" officer had to come and review the work done. We will not be accepting inferior work and neither should anyone else.
2. We only want Renovo not EQC or Fletchers to undertake the repair work. Renovo have been outstanding through the whole process and the only party that has stood by what they say. Like us they are the innocent victim in this entire mess caused by Arrow International and Southern Response.
3. Arrow have yet to front up and apologise for the errors that were made by them which has led to this.
4. Anton from Southern Response has been upfront and honest with us and impressed with him where he has been put in a difficult situation of continuously telling us bad news. However no other management from Southern Response has fronted up to apologise or offer assistance with moving.
5. A formal complaint about the conduct of the EQC inspectors will lodged given that they blatantly lied to us over the effect that their last inspection would have on the repairs to our house

As events unfold we will update as appropriate. All we ask is that the project is given the green light for Southern Response to undertake the work as previously agreed.