We moved into a new build George Wimpey house 4.5 years ago and it had an Ideal iSTOR HE260 boiler fitted. Yesterday the boiler completely died, nothing was showing on the display at all. I phoned up a local plumber that had been recommended to me and when I told him which boiler we have he said he wouldnt touch it with a bargepole and most plumbers that he knows wouldn'e either and he advised that we contact Ideal directly.
We called Ideal and explained the problem and as we have a 7 day old baby they agreed to come out this morning to have a look at it and told us we needed to pay £245 in advance, this would cover the call out fee and any parts or labour needed.
When they came out this morning they took the boiler apart and the insides had completely corroded, it looked like it had been sat at the bottom of the sea for years. He said at that time that this was more than likely down to incorrect installation and he condemned the boiler and shut down the boiler and emertion completely. The Ideal engineer told us that it was probably down to incorrect installation, but that he wasn't allowed to point the finger) On the advice note he wrote "immediately dangerous because combustion case failure due to condense leakage
We called our home insurers to see if our boiler was covered by our insurance and was advised that it wasn't. We then called George Wimpey and explained the problem to them. We were asked to fax through the advice note with a covering letter as if it was an installation fault we would still be under guarantee for 6 years, and they would forward it on to their installers to investigate (which we did at 12pm today)
At 6pm we got a phone call from the installer who was very cocky and told us that there was no way that it was installed incorrectly as he had done the installation himself and therefore it couldn't be incorrect. He said he had installed a lot of them on this estate, we know of quite a few people on our estate who have been having problems with their boilers too. (He would also have been the person who would/should have installed the emertion switch next to the boiler, but this had never actually been connected, the cable was there but it hadn't been connected for some reason, we had it connected, but when it was switched on the cable that had been put onto the emertion got so hot it felt like it was going to melt so it was switched off and never used again.)
This installer has refused point blank to come and look at the boiler, he just kept reiterating that his work wouldn't be wrong. he said that he had spoken to Ideal and that they wouldn't point the finger at him and that he would be getting back to Wimpey and telling them that there was no way that he was at fault.
We told him that this wasn't good enough as Wimpey and Ideal are now closed until Monday morning and we are without water and heating for the forseeable future, and we need to have a supply of hot water and heating with having 2 very young children in the house.
Has anyone got any advice on how we get this resolved, or where we turn next?
We called Ideal and explained the problem and as we have a 7 day old baby they agreed to come out this morning to have a look at it and told us we needed to pay £245 in advance, this would cover the call out fee and any parts or labour needed.
When they came out this morning they took the boiler apart and the insides had completely corroded, it looked like it had been sat at the bottom of the sea for years. He said at that time that this was more than likely down to incorrect installation and he condemned the boiler and shut down the boiler and emertion completely. The Ideal engineer told us that it was probably down to incorrect installation, but that he wasn't allowed to point the finger) On the advice note he wrote "immediately dangerous because combustion case failure due to condense leakage
We called our home insurers to see if our boiler was covered by our insurance and was advised that it wasn't. We then called George Wimpey and explained the problem to them. We were asked to fax through the advice note with a covering letter as if it was an installation fault we would still be under guarantee for 6 years, and they would forward it on to their installers to investigate (which we did at 12pm today)
At 6pm we got a phone call from the installer who was very cocky and told us that there was no way that it was installed incorrectly as he had done the installation himself and therefore it couldn't be incorrect. He said he had installed a lot of them on this estate, we know of quite a few people on our estate who have been having problems with their boilers too. (He would also have been the person who would/should have installed the emertion switch next to the boiler, but this had never actually been connected, the cable was there but it hadn't been connected for some reason, we had it connected, but when it was switched on the cable that had been put onto the emertion got so hot it felt like it was going to melt so it was switched off and never used again.)
This installer has refused point blank to come and look at the boiler, he just kept reiterating that his work wouldn't be wrong. he said that he had spoken to Ideal and that they wouldn't point the finger at him and that he would be getting back to Wimpey and telling them that there was no way that he was at fault.
We told him that this wasn't good enough as Wimpey and Ideal are now closed until Monday morning and we are without water and heating for the forseeable future, and we need to have a supply of hot water and heating with having 2 very young children in the house.
Has anyone got any advice on how we get this resolved, or where we turn next?
