Washing machine leak/flood not sure what to call it

katies_mum

On Thursday I had a repair man from Serviceforce to repair my washer/dryer (insurance thru Domestic and General) he pulled the machine out and started to take the top, sides off etc as you do .. all of a sudden water started shooting out of the hose connection hence flooded kitchen it got under units etc.. we mopped up - he said machine will be ok as not much got in it all went down the back and all over the kitchen. At the weekend noticed the `wet smell` in the kitchen and we have had to take up the cushion floor as it had soaked underneath and met in the middle so there was no way we could just wipe the water up. To get the floor up it didn`t come out in one piece so of course is now ruined.

My question is do I have any come back on Serviceforce or Domestic and General or is it just one of those things that could have happened any time and there is nothing I can do apart from claim on my own insurance which I don`t want to do. Also what if it did do any damage to my machine but its something that might not be noticed for a few months.

Thanks for any advice.

sandraroffey

if it was me, i would write to the repair company telling them what happened and say you want the machine checked over and compensation for the damage. you have nothing to lose.

if all else fails, then you may have to make a claim on your own insurance. i seem to remember you have to say how the damage happened - they may just chase the repair company for the cost.

andyrules

I had a similar problem, only the repair man ripped the brand new cushion floor as he dragged out the machine. They disputed the claim, saying it wasn't them, despite the fact we hadn't even moved in at that point:rolleyes:. However, our insurance paid out in full quickly. I think we claimed on our buildings as against contents policy, something to do with the flooring being a 'fixture'.

I would still try your repair firm first though, you never know! Make sure your floor is completely dry before you replace with new.:D

katies_mum

Thanks for your replies, I have just rung Dom and General and spoke to CS who have passed it onto their response team who will make some enquires and get back to me within 24 hours, so will wait and see what they say. Didn`t really want to go through my own insurance but will not rule that out till I see what they are going to do if anything.

Thanks

Fire_Fox

Don't negotiate by telephone, write to them stating your case and send recorded delivery. Otherwise they can dispute what you or they said at a later date.

Sirbendy

sounds like a muppet to me...I assume he didn't shut off the water at the inlet valves...

katies_mum

Thanks again for more advice, nope didn`t turn off any water before he started `repairing` the machine!
Dom and Gen are meant to be phoning me.... 24 hours`ish, its about that now!
Not really sure what I should be `complaining `about apart from the ruined lino, suppose there could be other damage but at the moment can`t see any, kitchen is also on its way out, its on my list for replacing so don`t think I can moan too much. Did mention as well it was all the washing of the towels we mopped up with and drying... I know it sounds daft but don`t actually want the floor replacing at this moment but want ££ to compensate for the ruined floor, washing, hasstle etc
I`m really in a muddle about this as nothing like this has happened before.

katies_mum

I had a letter from Dom & General yesterday who have contacted Serviceforce and requested they get in touch with me direct..... of course its nothing to do with them.
Serviceforce have phoned this morning asking me to contact their Service Manager... no name just Service Manager! So will give them a call and see what they are `going to do`.

Domestic and General say their letter is their final response letter and they refer me to the Financial Ombudsman if I`m not satisfied!

katies_mum

Have spoken to Service Force who want to send out the engineer who caused the flood as he needs to see what damage has happened! I`m ringing them back at the end of the week to make an appointment (as have arrangements this week school hols). Why he needs to come out is beyond me as he knows what happened! I`ve got the kitchen floor in pieces outside. Will he just come and look and then go back to his manager? or will I have to tell hime its XXXX for a new floor (which I don`t really want just at this moment in time - it took me months to find the floor that was ruined as I wanted a particular colour to match worktips!)
Thanks

katies_mum

Update, engineer came took photos of kitchen floor as it is now (with old floor down) and kitchen floor that was in the garden (the ruined one). His supervisor rang and said if I get them 2 estimates they will then replace floor.

The ruined floor took me 6 months to find as I couldn`t get an match to the colour of my worktops so I know its going to take an age to find a replacement, he then suggested I may still have the receipt which I don`t think I have, then he suggested if I tell them what type of flooring it was and give them the size of my kitchen they will do a gentlemans agreement and make me a payment.

Not sure what to do about the floor as I havn`t a clue what make etc it was, I don`t want to be out of pocket when looking for a new one, any ideas what I should do or should I just say it cost £---- per square metre and leave it upto them?

Any advice woud be really great as I have not been in this position before, whilst they are offering to assist I feel that the onus is back on me!

olias

Surely after spending ages finding the flooring, you must remember where you bought it?

Just go to the shop (or another if the original one has closed down since) or preferably two, take a sample of the flooring and ask them what it is and what the cost per m2 the current price is (fitted!). Hopefully you can pursuade them to give you the information on a letterheaded paper (particularly if you tell them you will use them when you come to replace the floor). Explain to them it is for insurance and they will probably give you a higher figure (sounds like cheating, but if you were just a customer off the street, you could probably push them for discounts/deals etc, which you are not bothered about at this stage, just getting the best cash offer from Service Force).

Olias