Help! I've just had my invoice for work undertaken and think they are taking the mickey! Please have a look at all works undertaken and give me your advise. It is long so I do apologise - but they did take over a month to finally repair and are corgi registered.
Telephoned company for quote and to arrange a visit due to fault mentioned below. Was quoted £70 per hour.
26/08/08
Plumber (young guy) called out to house as boiler was starting up, staying on for few seconds to a minute and then turning off, was there for approx. 15/20 minutes at max before diagnosing ‘PCB’ fault. Said he would order new part and left.
Part took over a week to come into stock. Couldn’t confirm price either.
05/09/08
Same Plumber re-attended and fitted PCB (Printed Circuit Board), still not staying on so he said it ‘must be an electric fault and they would have to get another person out to deal with this’.
09/09/08
New plumber arrived and tested for electric fault on boiler – could not find one! Instead said fault was valve at the back of the boiler and went and got a part – after returning and trying to fit it was the wrong valve and he said he would have to order one and that orders came in on Tuesdays and Thursdays so it should be in by Thursday! He also said he didn’t think the problem with the PCB and would get it retested.
After phoning plumbing company for timescale was told that it would only be with them on the Monday 15th! After asking if the board the old board had been retested was told didn’t know as it wasn’t on the system.
Telephoned after the Monday to be told that the part had arrived but was wrong part and it had been re-ordered…….. Timescale given was within the week.
Was told that the owner, was taking a special interest in case due to length this had been going on for.
Week of 22nd September
A new plumber arrived as the other plumber had left there employment and he needed to familiarise himself with the problem, at this stage the boiler wasn’t even starting up as it had done in the beginning. He spent some time putting everything back together and working on the boiler to get it starting up so that it was as it was originally – even tried fitting ANOTHER new PCB to confirm that wasn’t the problem! He attended twice this week to try and find the fault as I had said I wanted it fixed by then end of the week as I had been more than patient.
When speaking with with him about concern over previous visits/work undertaken that obviously did not need to be done he said he spoke regularly with the owner about this job and that I wouldn’t be charged for them.
When speaking with the office about my concern about being taken for a ride about previous work undertaken (AND NOT NEEDED) was told that it would not happen and the owner would personally look at bill before it was sent out.
At end of plumber 3's last visit he said he would phone the manufacturer.
Week of 29th September
Telephoned company to be told that they had finally identified fault as sensor for heat exchanger. Was told that they now don’t feel as terrible as manufacturer said it could sometimes be a little tricky to identify and can take a few days (1 month and 3 plumbers into the job!!!!) The part was on order and would be fitted as soon as possible. Was not given quote of cost either.
03/10/08
Plumber attended and fitted new sensor - which got the boiler working!
29/10/08
Received bill in the post stating bill of £575.75. Telephoned company and requested to speak to someone about bill as I would not be paying this amount – for previous visits and incompetence!!! Was told would phone me the next day.
30/10/08
Telephoned office at 9.44 and asked to speak , was told lady was in a meeting but has pulled out my file and this would be looked at with the owner when he is back from holiday late next week. Asked to confirm that the owner actually looked at the bill before it was sent out and she said all she can see is a note on the system saying he would do it as I had been unhappy with the service but could not confirm it was actually done.
INVOICE READS:
26/08/08 called to attend as no hot water – fault found to be PCB on boiler, new to be ordered and installed
05/09/08 attend to supply and install new PCB to boiler, Supplied and installed new PCB (Yes they wrote it twice!) Following installation of PCB electrical fault was apparent on boiler
09/09/08 carried out electrical test to boiler. New sensor for heat exchanger required.
Subtotal is £490.00
Vat £85.75
Total amount £575.75
Telephoned company for quote and to arrange a visit due to fault mentioned below. Was quoted £70 per hour.
26/08/08
Plumber (young guy) called out to house as boiler was starting up, staying on for few seconds to a minute and then turning off, was there for approx. 15/20 minutes at max before diagnosing ‘PCB’ fault. Said he would order new part and left.
Part took over a week to come into stock. Couldn’t confirm price either.
05/09/08
Same Plumber re-attended and fitted PCB (Printed Circuit Board), still not staying on so he said it ‘must be an electric fault and they would have to get another person out to deal with this’.
09/09/08
New plumber arrived and tested for electric fault on boiler – could not find one! Instead said fault was valve at the back of the boiler and went and got a part – after returning and trying to fit it was the wrong valve and he said he would have to order one and that orders came in on Tuesdays and Thursdays so it should be in by Thursday! He also said he didn’t think the problem with the PCB and would get it retested.
After phoning plumbing company for timescale was told that it would only be with them on the Monday 15th! After asking if the board the old board had been retested was told didn’t know as it wasn’t on the system.
Telephoned after the Monday to be told that the part had arrived but was wrong part and it had been re-ordered…….. Timescale given was within the week.
Was told that the owner, was taking a special interest in case due to length this had been going on for.
Week of 22nd September
A new plumber arrived as the other plumber had left there employment and he needed to familiarise himself with the problem, at this stage the boiler wasn’t even starting up as it had done in the beginning. He spent some time putting everything back together and working on the boiler to get it starting up so that it was as it was originally – even tried fitting ANOTHER new PCB to confirm that wasn’t the problem! He attended twice this week to try and find the fault as I had said I wanted it fixed by then end of the week as I had been more than patient.
When speaking with with him about concern over previous visits/work undertaken that obviously did not need to be done he said he spoke regularly with the owner about this job and that I wouldn’t be charged for them.
When speaking with the office about my concern about being taken for a ride about previous work undertaken (AND NOT NEEDED) was told that it would not happen and the owner would personally look at bill before it was sent out.
At end of plumber 3's last visit he said he would phone the manufacturer.
Week of 29th September
Telephoned company to be told that they had finally identified fault as sensor for heat exchanger. Was told that they now don’t feel as terrible as manufacturer said it could sometimes be a little tricky to identify and can take a few days (1 month and 3 plumbers into the job!!!!) The part was on order and would be fitted as soon as possible. Was not given quote of cost either.
03/10/08
Plumber attended and fitted new sensor - which got the boiler working!
29/10/08
Received bill in the post stating bill of £575.75. Telephoned company and requested to speak to someone about bill as I would not be paying this amount – for previous visits and incompetence!!! Was told would phone me the next day.
30/10/08
Telephoned office at 9.44 and asked to speak , was told lady was in a meeting but has pulled out my file and this would be looked at with the owner when he is back from holiday late next week. Asked to confirm that the owner actually looked at the bill before it was sent out and she said all she can see is a note on the system saying he would do it as I had been unhappy with the service but could not confirm it was actually done.
INVOICE READS:
26/08/08 called to attend as no hot water – fault found to be PCB on boiler, new to be ordered and installed
05/09/08 attend to supply and install new PCB to boiler, Supplied and installed new PCB (Yes they wrote it twice!) Following installation of PCB electrical fault was apparent on boiler
09/09/08 carried out electrical test to boiler. New sensor for heat exchanger required.
Subtotal is £490.00
Vat £85.75
Total amount £575.75
