Factual: Failed Quality Assurance Processes and Meaningless Warranty
UPDATE – October 2025: FAILED REPAIR & NEW PROPERTY DAMAGE
The situation has worsened. The "remedial work" undertaken by a Moy technician on September 9th has now failed. The original leak has returned, and as a direct result, there is ongoing water ingress causing new damage to interior joinery in my home.
I have formally notified Moy Materials of this failure. They remain unresponsive. Their warranty and their workmanship have proven to be completely unreliable, and I am now proceeding with a Small Claims Court action against them.
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This review outlines our direct experience with the Moy Materials 25-year warranty and certification process. We are sharing this to help potential customers make an informed decision.
Moy’s official Warranty Promise advertises that their involvement ensures “the installation meets the rigorous standards.”
Our experience has revealed the opposite; a striking paradox between the promise and the reality delivered. The company’s own quality assurance process failed at every stage.
Timeline of events:
Deficient Certification – An installation with multiple visible defects (including unsealed upstands and exposed OSB timber) was inspected and certified by a Moy representative. The 25-year warranty certificate also contained a significant factual error, naming a sub-contractor never engaged on the project.
Agreement to Rectify – In April 2025, a senior Moy technician acknowledged the defects in writing and confirmed the company would carry out remedial works.
Unsafe Site Conduct – On 9 September 2025, a Moy technician completed one of three tasks, then left the property without notification, leaving the front door unlocked and open.
Breach of Agreement – Later that day, company management reversed the April commitment by email, refusing to complete the agreed works and citing material warranty v workmanship warranty
Failure to Respond – Moy failed to respond to a formal complaint submitted with a deadline of 1 October 2025.
Conclusion:
We are left with an installation containing defects that Moy certified as correct, a written promise to fix them that has been broken, and a 25-year warranty that is not being honoured.
The gap between Moy’s advertised assurance and the actual service delivered illustrates a serious failure of quality assurance and the paradox of sales promise versus post-sales reality.