Jump to content

 

BankFodder BankFodder


IndieAce

Boiler agreement/insurance problem

style="text-align:center;"> Please note that this topic has not had any new posts for the last 1596 days.

If you are trying to post a different story then you should start your own new thread. Posting on this thread is likely to mean that you won't get the help and advice that you need.

If you are trying to post information which is relevant to the story in this thread then please flag it up to the site team and they will allow you to post.

Thank you

Recommended Posts

Hi,

I am new here, but I have an issue that is cause myself and my family quite a bit of stress and I am hoping and Looking for a bit of advise.

We have a Boiler service agreement/Insurance with one of UK energy suppliers for a Vaillant Boiler, and have done so for nearly 3 years.

Now we have only had to make use of it once (in August this year they replaced the expansion vessel as pressure was dropping), but around a week ago it brought up an F75 error and would not heat central heating system or hot water.

I immediatley called the customer service line, and they said they could not get someone out until after the weekend.

So Monday came (after no heating or hot water all weekend), and the engineer turned up (different engineer to the previous 2 that we had - now both left the company).

He dismantled the boiler to take a look and said this doesnt look good, and then said that it needed various parts, and that because the amount of parts that it needed he wouldnt be able to order them up without speaking to his field service manager.

So he made some notes and looked at the water (took a sample - visual test) and said that the water appeared to not have any inhibitor in and should have in a hard water area.

He then went out to his van to make the call to the field service manager who said that they would not be able to carry out the work.

The problem I have with this is that I personally put inhibitor in the system (max of 3 years ago - which he said it needed doing every 3 years), our system also has an in line Furnox TF1 filter which I explained to him.

This engineer said that there were notes on our account to say that they had seen scale in the boiler when did the first service but I was not advised of this (we have a booklet but most of the notes in the booklet are totally unreadable).

The engineer also mentioned that two of the parts that need replacing have been an issue on this particular model of Boiler (which he has seen personally), and Vaillant have updated the parts over the years, but have not admitted there is a problem.

So obviously what I am axtremely angry about is that we have been paying for this agreement, and all along they have noted that they have seen scale in the boiler and so could at any point use it to not honour a repair to the boiler if it was water related, but because nobody eveer told us of this we were not to know of the issue.

Also the expansion vessel in a boiler obviously carries water and so why was this changed only 2/3 months ago?

Should they be testing the water for inhibitor when they do a annual service and then advising if the level is low?

I feel now right or wrongly the two previous engineers were the type of guys that just went for the easy life and didnt advise us of anything that may cause a future issue, and should the 2nd engineer have agreed to replace the expansion vessel if there was a water issue. It seems that they may have been doing us a favour short term, but obviously now it feels they may have let us down (conveniently they have now left the company), and then it would seem we have had the complete opposit guy attnd last Monday and he wants to do everything by the book.

So if I wish to pursue this - do I stand any chance at all, and if so what should my stance be (as I feel there are several historical errors on there part)?

Share this post


Link to post
Share on other sites

How old is this boiler ? What model number ? There is a good UK plumbers forum online where you will find a few gas registered engineers, who might be able to answer questions on the issues you face.

 

You need to have a full service inspection report on the boiler advising what needs to be done if anything. I would suggest a full written complaint to the energy company providing the service/insurance, saying that they are not providing the service you believed you were paying for. Ask them whether you can have a full service inspection done to resolve the issues you mention.

 

I wonder whether the installation was done properly originally. From what i gather, some problems can be down to how it was installed originally.

 

Nb. Some energy companies use engineers who don't specialise in certain makes of boilers and apparently don't complete services in line with manufacturers guidelines. This was reported in the media awhile back.


We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group

 

If you want advice on your thread please PM me a link to your thread

Share this post


Link to post
Share on other sites

Hi Unclebulgaria67,

Thanks for getting back to me.

I believe we had it originally fitted probably 10 years ago, and we had nothing but problems, and Vaillant replaced it under warranty inside the 2 year guarantee period. So I believe it is maybe 8 years old.

 

Its a Vaillant Eco Tec Plus (Model number 831).

I have googled the model number and some of the parts the engineer that attended on Monday said it needed do indeed seem to have been replaced/updated by vaillant - so it could possibly be a manufacturers fault.

There is small print from the agreement supllier that they will not cover anything that happens as a result of being in a hard water area, and there being no inhibitor in the system. But as i said previously I believed that there was inhibitor in the system (obviously i am no expert which is why I would have thought if this was such a big detail then they would test the water when they carried out a service).

Was speaking to my mother in law yesterday, and up until recently she had a very old boiler and never added inhibitor (as she would not even know what it was) and the engineers for her boiler agreement supplier (different company to ours) were out at least once a year replacing parts.

Its annoying that we have had the agreement 3 years and the first time we need to use - they refuse to honour it.

Share this post


Link to post
Share on other sites

I am not sure they would check for level of inhibitor in the system, but if in doubt, they should have added it.

 

I have a Vaillant boiler about the same age, but a different model. Touch wood no problem. But it was installed by a company who were specialist in Vaillant boilers and they took about 3 days to take out old system, before installing new boiiler. I had to run the old boiler on full heat for 24 hours with cleaning liquid in it. The whole system was power flushed before new boiler installation work was done. When they installed the new boiler, they added inhibitor and some magnetic filter. Touch wood, i have had no problems.

 

I just wonder whether the installation was done properly and years later, you are now seeing issues as a result.

 

In your situation, i think i might get a gas engineer that specialises in Vaillant boilers to come out to run a full check on the boiler and to detail anything that needs to be done.


We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group

 

If you want advice on your thread please PM me a link to your thread

Share this post


Link to post
Share on other sites

We purchased the property and was advised that the central heating needed replacing, which at the time couldn't afford, so had the old one removed and finished the decorating of the house and the first winter was very cold, and then it wasn't until the following summer that we had a whole new central heating system which should have been new pipes, radiators, boiler which I thought was and can even remember all of the pipework that was taken out so even now I still think it was all new.

Share this post


Link to post
Share on other sites

Start a complaint with whoever provides the maintenance contract. It sounds like there is no evidence of inhibitor being missing and it was only suggested this might be the case. Also if inhibitor was missing or insufficient, what terms and conditions are in the insurance to avoid them doing the work. If they are being difficult, get a local vaillant specialist out to do an inspection and report what needs to be done.


We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 Have we helped you ...?         Please Donate button to the Consumer Action Group

 

If you want advice on your thread please PM me a link to your thread

Share this post


Link to post
Share on other sites

  • Recently Browsing   0 Caggers

    No registered users viewing this page.


  • Have we helped you ...?


×
×
  • Create New...