Scottish & Southern trying it on?

woottonman

My partner is fuming! She had a problem with some radiators not heating up - she has insurance cover so got an engineer out. He came on Friday and found the problem was due to a faulty part letting air into the system. He came back yesterday and fitted the replacement part. Then as he passed over the paperwork told her she would have to pay for the repair as the callout was due to air in the system.

She didn't believe him and called the S&S helpdesk. They also claimed she would have to pay and pointed her in the direction of the terms and conditions. There is a clause in the T&C that says charges will be made for work needed due to air in the system or blockages. But the clause is not qualified in any way. Its obviously a 'catch all' for problems that could be sorted out without the need for an engineer or not due to parts of the system going wrong.

Now, this seems to be a no-brainer to me. If there is a faulty part then any subsequent effects (like air in the system) should also be covered? If not I would love to know why! This just seems to be another case of a big company trying it on and doing their best to bully consumers into paying for something they have already forked out for via their insurance.

Anyone had anything similar happen?

Pink_fluff

If your partner read the T&C then she would've seen it. I can't understand how the scottish&southern are to blame. Same as most things in life - always read the small print

woottonman

This has nothing to do with her not having read the small print (she had and was aware of the terms and conditions). It has everything to do with a company trying to wriggle out of their responsibilities. Its a typical insurance story - you are covered unless there is some way they can get away with claiming you are not covered.

The S&S engineer identified a faulty part had caused there to be air in the system. The insurance covers that replacement. However, the relevant clause is there to ensure that in cases where no faulty parts are found and the system just needs bleeding the work will be chargeable.

They can't turn round and claim the work is chargeable if they've already agreed a part was the cause.

Pink_fluff

Have you spoken to them about this? I take it you haven't paid whatever bill they have given for this part/work?

woottonman

Yes - she has been on the phone twice to the call centre so far. And she hasn't paid anything (and has no intention of paying). She has asked them to explain how the part can be the cause of the problem but at the same time have nothing to do with it. So far its gone very quiet ..

Pink_fluff

Could they not explain why? Do you know how much they are trying to charge you for? Have you tried speaking to a manager, sometimes you get further with them than just a normal customer advisor

Gman0365

I see in the terms and conditions on their website:

37. We reserve the right to charge for work required to rectify blockages, removal of airlocks or the removal of asbestos.

Phone them back and tell them that you reserve the right to cancel the agreement at any time as per:

44. Either party can cancel this agreement with at least 14 days written notice. Cover will cease immediately once this notification has been received and processed by us.

A company like SSE hates to lose customers and especially as Shield is still a fairly new company with a small customer base. Tell them you'd never be treated like this by British Gas Homecare (a lie of course!) I think the thought of a cancellation will make them review their decision to charge for the repair.

In any case I agree with you're complaint. The air in the system has been caused by a faulty part. If they charge for airlocks then they should have replaced the faulty part and explained that bleeding the system would be chargeable.

The blurb on the website is full of scare tactics about what you would do if you're heating broke down. Its the same rubbish from British Gas. These plans would be worth the money for peace of mind if they did actually provide peace of mind. Unfortunately as you have experienced these companies will use any tactic to wriggle out of meeting the commitments of their service agreements.

PS I actually have a Shield service contract and in fact work for an SSE company! But still behavior from such large companies continues to annoy me.

woottonman

Gman0365 wrote: »

Tell them you'd never be treated like this by British Gas Homecare (a lie of course!)
.. (snipped)
.. behavior from such large companies continues to annoy me.

No - she hasn't been treated like this before but I have. I did have a problem with my Homecare agreement threatened with cancellation and eventually got a £75 refund from them for the hassle they caused (there is a thread on here somewhere all about it). So she thought I might be able to help her fight her corner. I'm seeing her later - will get an update from her then.

Re your last comment - couldn't agree more.

Premier_2

woottonman wrote: »

This has nothing to do with her not having read the small print (she had and was aware of the terms and conditions). It has everything to do with a company trying to wriggle out of their responsibilities. ....

Err, no.

If she had read the small print she would have seen the clause.

If she didn't agree to the terms & conditions, why did she buy the policy?

woottonman

Premier wrote: »

Err, no.
If she had read the small print she would have seen the clause.
If she didn't agree to the terms & conditions, why did she buy the policy?

Well why do you think? To have some 'insurance' in the event of leaks, parts failing etc. Every policy I've ever seen includes clauses like this one. The problems come when companies interpret them differently to what 'common sense' would suggest (obviously to maximise their profits). If you know of any policy that doesn't include clauses like this then do please pass on the details so the rest of us can be covered more adequately.

I thought the engineer had fitted the part and then asked for money. It turns out he claimed they would have to charge for the work and my partner refused to pay and told him to leave. S&S are changing their story now anyway. After several phone calls to various supervisors an 'engineering' manager called her back. My partner said he didn't seem to have a clue and the new 'story' appeared to have been cooked up between him and the engineer who had been out to the house. Apparently they are now claiming the problem is due to 'sludge' in the system. Presumably they'll be claiming she needs a 'powerflush' next (another 'scam' we've all heard of).

My partner is fed up with their attitude. She is planning some work in her en-suite and is going to ask the plumber if he will fit the replacement part (and report back on the condition and whether it is 'air' or 'sludge' that has caused the problem). She is planning to cancel the current policy and will go back to a local firm she used to use. The S&S policy seemed to be a better deal at the time but as is being shown, its not worth the paper its written on if they try to get out of paying as soon as a claim is made on it.

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Does she have a cancelation fee?