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British Gas Homecare 100


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Hello Everyone

 

I'm after some advice please.

We had to call out a British Gas engineer under our Homecare contract to fix a noisy boiler pump. Their service has always been very quick and efficient in the past. Unfortunately, on this call out to change the pump the engineer damaged another part whilst trying to access the pump. The damaged part has turned out to be discontinued, and this has therefore 'written off' our boiler. To make matters worse, a new replacement boiler would mean replacement of the pipe work and radiators to comply with current standards. The area manager is coming out today so there maybe a satisfactory conclusion. I am writing here just to see if anyone has any idea's about my legal situation, if I have to make a formal complaint?

 

Thanks

6/06/06 Data Protection letter sent, 18/07/06 Statements Received Total Charges £1,543.25. Int £366.13, 01/08/06 First request for repayment sent, 03/08/06 No you can't have your money letter received, 31/08/06 sending LBA, 05/09/06 Our charges are fair letter received, 14/09/06 Moneyclaim filed, 18/09/06 A&L say they will defend.[SIZE="1"][/SIZE] 29/09/06 Settled without interest, 6/10/06 Letter to A&L requesting further payment of £362.47 to settle

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Providing there is no dispute as to the blame of the ancillary damage - the fact the system would have worked fine after the repair had the second part not been damaged, you have every right to expect a repair or replacement. BG are always quick to condemn as this excludes them from any replacement (and they'll always 'do you a deal'!) but this isn;t the case here. With their expertise, they should be able to source a replacement, or if not find a refurbed unit.

 

As for needing a re-installation to current standards, yes - if it was a new installation, but your existing systems was fully compliant when it was put in, and this has all the hallmarks of a 'distressed sale' tactic - with YOU being distressed! why not speak with an independant CH engineer to see if they can source the part you require? You might be pleasantly surprised!

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The damaged part has turned out to be discontinued, and this has therefore 'written off' our boiler.

 

This is a usual tactic by BG to say parts are discontinued where in actually fact they mean BG do not stock the part anymore. You should be able to source a part from other suppliers for quite old boilers.

 

On Moneysavingexpert website the DIY forum, post the details (or do a search) and I am sure one of the regular plumbers will point you in the right direction.

 

Good luck,

John

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Thanks for the comments. I'll see what the area manager says today, but I'm expecting them to repair their own damage.

6/06/06 Data Protection letter sent, 18/07/06 Statements Received Total Charges £1,543.25. Int £366.13, 01/08/06 First request for repayment sent, 03/08/06 No you can't have your money letter received, 31/08/06 sending LBA, 05/09/06 Our charges are fair letter received, 14/09/06 Moneyclaim filed, 18/09/06 A&L say they will defend.[SIZE="1"][/SIZE] 29/09/06 Settled without interest, 6/10/06 Letter to A&L requesting further payment of £362.47 to settle

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  • 4 years later...

BG Homecare....dont touch it. They claim they will fix you boiler parts and labour free. They came to me and told me that I need a new heat exchanger...then in the next sentance said it will be charged at an additional £150.00!!......On the basis that I live in a hard water area and the BG Terms and Conditions state that parts and labour are not included in hard water areas because of issues concerning scale build up. For christs sakes....The whole of the South East is a hard water area...every area is prone to scale build up!!!! So, this means if you call them out for any reason all they have to say is...."Sorry you live in a hard water area you are not covered" therefore the homecare service is not worth the paper its printed on

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