Hello, Саба. This is Luís, the owner of apartment 16-11, which you visited two weeks ago due to a gas leak.

My understanding is that a gas pipe inside the floor of the black frame is leaking, near the inside of our front door, and it's the responsibility of Next to fix it.

We have been referred to a manager called Lola, who, for these two weeks, could tell us nothing but that "she's contacting the engineers."

As she, or someone else at Next, is taking their time to address this issue, me and my wife are living without gas. The unaccountable treatment that are are receiving from Next, without even a date for the detection of the source of the leak, much less for the fix, is disrespectful and unacceptable.

We don't have anything against you personally, but we are extremely frustrated with Next.

Could you please refer us to someone competent at Next, who will actually do something, instead of just buying time and doing nothing?

Sincerely, Luís

Hi, thank you for your message, at least we know how to move forward. We will call SOCAR.

I would like to point out that it is not clear that it was us or the renovators who damaged the pipe, as we certainly didn't open the floor.

I would also like to point out that the engineer named Shota acted like a complete imbecile regarding the front door. Despite we having had consulted Next's engineers before planning our renovation and having gotten approval, Shota unilaterally decided to embargo the construction of the door, claiming this hasn't done before, despite the apartment literally across the hall having been similarly joined. He disrupted our renovation not once, but twice: after the door was built, with his begrudging approval, he demanded it be taken down and rebuilt, 15 cm further. This required the renovation company to change the blueprint, causing us further trouble.

Thus, you see, if Next claims that the construction of the door is the cause of the leakage, Next is responsible, because of the gross negligence of its staff member Shota, which required further work around the area.

I am sorry, but I will not drop Next's accountability for the way it interacted with our renovation. It was Next who confirmed the pipes to be in order, not us, and, as you see, their engineering staff is grossly negligent.

Thank you for your suggestion. Indeed, we are not using the kitchen gas point, and it would be wonderful if the floor doesn't need opening.

I will point out again, that even if our contractors damaged the pipe due to the door, Next may still be responsible because of Shota's interference in our renovation. Taking down a wall carries much more risk of damaging pipes than building it in the first place, and this was Shota's demand.

We will keep you posted on the situation. Hopefully we can resolve it without any problem.

Cheers, Luís

Hi. Someone from SOCAR is arriving at the apartment in about 10-30 minutes. Could someone open the gas when they arrive?

They need it to locate the leak.

Hi again. The technician explained that it will be unsafe for them to fix the pipe in the floor, because it looks like the fork was damaged, which would require replacing the whole of the pipes.

He suggested passing a new pipe through the ceiling. Would Next assist us in delivering gas to the unit from the ceiling? We will pay for the pipes and installation.

No problem, we will request the technician to install a fire resistant pipe. I imagine the one inside must be fire resistant as well. Does the pipe going on top of the balcony need to be fire resistant as well?

So, basically, the technician does not need assistance from Next to connect the pipe to the apartment, correct?

Okay. We will schedule the work and come back to you. Thank you for the help.

Hi. Yes, I'll be coming back around 13:30. Does he speak English?

No, I'm coming home in about 20 minutes. I'll let you know once I'm in the reception.

Ok, come to the apartment.

Hi Саба, how are you?

We are still without gas.
As the engineers you brought here recommended, we contacted masters to install the pipes in the ceiling, and they also recommended the possibility of doing it via the facade.

However, someone from Next denied the ceiling installation on fears of fire, even though the pipes would be fireproof, and was extremely petty in denying the installation on the facade because it would "damage" it.

So our only options are either breaking our newly renovated kitchen or breaking the floor, which contains a floor heating layer above the concrete, which would need to be opened.

To add insult to injury, Lola, who for some reason Next still allows representing them, despite she taking weeks to address customers' concerns, with deceit, said Next's engineers "lost" the blueprint of our apartments, and thus cannot locate the fork. They expect us to open our floor at random to try to locate the damage.

If Next does not devote their best resources to solving this immediately and timely, rather than taking days to reply to messages, we will consider Next as hostile and that someone there is doing this to us on purpose, which I'm sure you can agree is fair.

I request that you immediately contact the engineers you brought here and ask them to immediately explain their case for the fireproof pipes in the ceiling to Next. We want no further delay in the resolution of this matter. Also, we want immediate access to the apartment's blueprints, with the location of the fork and the pipes. We will hold Next liable for inaccuracies in this blueprint and for unnecessary delays in the provision of gas to our apartment.

I would like to say that we have no grudges against you personally, you seem like a nice and well-intentioned young man. However, we are extremely dissatisfied with the work ethics and low morals of your colleagues.

Ксения tells me that she was contacted by Руслан, telling her that he met an anonymous Next engineer, who rejected the possiblity of the pipes through the ceiling, claiming risks in case of fire.

Regarding the facade, the pipes would be on the back of the building. There's already one tube like this, on the first floor.

Basically Next doesn't allow us any of the options you offered us.

Regarding Lola, there must be someone we can talk to about her. If Next puts someone that just delays and lies unaccountably as their sales representative, they are responsible for this.

Regarding the liability for the pipe. I absolutely insist Next is liable. First, it's a plastic pipe inside the concrete floor of the black frame, there's no way the renovation could have damaged it. And, again, even if they did, the most probable cause was the destruction of the front door, which was only necessary because of the negligence of Next, and in particular Shota. If you believe Next is not liable, then please explain how could renovators possibly damage a plastic pipe embedded in concrete?

Thanks, Саба.

Okay, I understand your limitation regarding renovation, but let's approach this logically. Next is responsible for the pipe. Unless they can prove it was damaged by our renovation team, it's their responsibility. Even if you can't do it yourself, someone at Next must be able to at the very least explain how the tube could theoretically be damaged during a renovation, or this transfer of responsibly to us is based on a completely abstract matter.

If Next states that the pipe was damaged as the door was moved, even with proof, it is still their responsibility, because the operation of moving the door was demanded by Next, due to the negligence of their engineers, who approved and then denied the construction of the door at that position.

If Next would like to claim they are not liable for this, they should explain themselves, even if you personally cannot.

Руслан contacted Ксения and explained further that the denial of the ceiling pipes came from SOCAR, which is strange considering they themselves offered us this solution. We will speak with them.

But the denial of the pipe on the facade came from Next, and we would like to hear their rationale. Even if the back of the building would have a minor change in appearance, it's the least Next can accept in order to restitute us, as they are liable for the current situation.

I know you are trying to help, Саба, and for that I thank you.

We are speaking with SOCAR now, it should be possible since they suggested it themselves.

On the liability issue, we can't know that the pipes were working before the apartment was sold, we would have to trust Next on this.

In the end, we sincerely hope this will be solved without the need for liability to be assigned. If we do open the floor, we will record it.

I'll ask Ксения to contact Lola again.

Hello Saba,

Please explain to me how it can be otherwise, because I can only see Next being run by psychopaths.

In our last interaction, Next complained about money for the services in the complex. We arranged that we would pay, even though there was no contractual need for that, in a token of good faith. In exchange, Next would address my complaints via email.

The completely predictable outcome has happened: Next took our money, I wasted my time writing an email with my claims against Next and they ignored my claims. Which kind of people behave like this and are not psychopaths?

To add insult to injury, I have just read the terms for the usage of the elevator. Next is demanding that I sign a document stating that no claims remain between me and Next.

I have no need to drop legal claims against Next just to use the elevator.

The document is full of English mistakes, and maybe the author meant that all payments have been made to Next when the chip is issued. Otherwise, this is plain blackmail.

Will Next fix the document and issue the chips on time, so we do not stop enjoying elevator services, or is legal action our only recourse to re-establishing our services?

Regards, Luís

Saba, which kind of "approval process" leaves a mistake like that in the title of the document?

Furthermore, I need to point out the sheer hipocrisy in you not accepting our verbal commitments, but requiring us to accept yours, even though this paragraph directly contradicts what you are telling me?

Please arrange the meeting, me and Ksenia will go there tomorrow.

Hello. Either 14:00 or 17:00, if possible.

Ah, ok, I did not know. I'll be there 13:00.

So, Ksenia tells me it is at 14:00, is that correct?

Saba, good afternoon. I need to send you an email. Which email address should I use?

Hello, I just sent you a message there. Could you please confirm you received it?