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Paying in advance for repair on boiler under guarantee


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I have a problem, a serious one.

In mid November 2023 my boiler (installed 10/21) failed and flagged up the code 29.10: blocked flue. The EB engineer came out and replaced the fan, said it was unusual, put it down to storms.

On 16/12/23 the same thing happened. Another WB engineer came 18/12/23 and fixed it, but said it isn't the boiler, it is the flue, and that he would mend it this time under the guarantee but they would not do that again if it failed unless I got the installers to reinstall it. On 27/12 it failed again. 29.10. I did not call them because of their saying I would have to pay. I contacted the installers who responded, then stopped when they saw the WB report of 18/12.

By February I had had no central heating or hot water since Christmas, I posted a job for a heating engineer to give an opinion on the flue installation. He found the flue blocked with vegetation from the trees my neighbour planted near the wall, and which I have been desperate to get uprooted.  He gave a report and photos, and agreed the flue needed reinstalling. I got nothing from the original installers,

I contacted the Gas Safe Register. They sent an inspector, who gave a full report and had the original installers down and they reinstalled the flue as instructed, and notified LA Building Regulations.   

On Friday I received a certificate from the Gas Register saying the reinstallation of the flue had been carried out by a registered heating engineer.  It was from the installers, and the certificate does say that it is 'not conclusive evidence' and they had notified the local authority Building Regulations on my behalf.  As I only received it Friday, I have not yet pursued it.

On Thursday, as the installers said they had reinstalled and there was nothing wrong with the flue installation, and that the boiler was not working, I wrote to WB and asked them to come and repair the boiler. 

 During all this time I have been in contact with various people, including Citizens Advice. I had hoped they would refer it to the Trading Standards because you cannot contact Trading Standards yourself. I am hoping they will. I have other serious issues to deal with. I don't think elderly people are helped as much as they should be.  

I had an email from them Friday - yesterday - demanding I deposit £200 with them before they come down to repair it. I told them I query that, and said I will consult on my consumer rights, sending copies of that to all concerned.

This is their response:

Thank you for your email.

The £200.00 is reserved to ensure the work has been completed correctly – in the case where remedial work has been resolved, no charge will be taken.

This is due to the amount of calls we have reattended in the past where remedial work has been said to have been completed but hasn’t been. If the issues detailed in the report from our previous visit have been issued, the money will not process and will simply go from reserved back to the customers account without ever leaving it.

Under our Terms and Conditions:

6.1 Assignment and Subcontracting.

We may at any time and without any notice to you assign, transfer, charge, subcontract or deal in any other manner with all or any of our rights or obligations under these Terms. You may only transfer your rights or your obligations under these Terms to another person with our prior written consent, which we will not unreasonably withhold or delay. Please refer to our website for full terms and conditions."

Can they demand the money up front like this?

It is a week's state pension.

Would anyone give a whole week's pay for something which should be under guarantee?

I can copy and paste the various reports I have had from Worcester Bosch, including the one of 10/2021 when it was installed and failed 24 hours later.  The boiler worked until November 2023. 

Also,

I cannot understand the terms and conditions, because the boiler was given under the ECO3 scheme. 

I have been on disability benefit - DLA - since 1992 and I don't remember signing anything with Worcester Bosch. 

I am not sure if I am allowed to attach all the correspondence here. 

It will take time, because the page keeps being unresponsive and I have to keep clicking 'wait'

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Sorry ...there have been issues with the forum this evening.

can i just clarify, that the people wanting this £200 retainer for a repair under an existing Warranty are Worchester Themselves - the makers of the boiler?

if this is the case, their claim for this retainer money should be made against the company the installed your boiler under that original ECO scheme .

My neighbour had the very same issue claiming against Worchester over a faulty boiler that was installed in 2014 under some free ecoscheme.

some years later the boiler flooded their whole 16th Scottish croft house and caused £10'000's of damage to the building which is a registered ancient monument etc with several preservation and historically binding orders against it.

The worchester eng that initially attended under the neighbours call to worchester under a guarantee claim stated in his report that it had been installed incorrectly. 

after many weeks of communications refusing to pay as the neighbour was not the liable party to pay said fee and after refering worchester to go read up on consumer law ..worchester then went after the installer for the retainer fee and the neighbour never heard from them again.

His boiler was repaired as well as his whole home...he never had to pay a penny.

this seems rather similar to your situation... 

worchesters target are the installers.

dx

 

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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ok i'll put this here as you are repeatedly sending me PM's wanting advice and seem to be ignoring my auto reply to PM's.

we DO NOT give advise privately

as that helps on-one bar YOU and thats not what CAG is about

CAG is for everyone to read the threads for help if they get a like issue and to see what has been advised previously.

i we gave advise by PM there would be no threads for people to read and get help from.

post here with whatever you sending in your repeated PM's.

dx

 

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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