Call Out Charge - should I pay?

Air-Wolf_2

Hi all,

I recently purchased a new living flame gas fire from B&Q via the internet. It has turned up all nice and shiny and ready to be installed in my lounge.
The old fire and surround has been removed, a new hole formed and plastered and the old hearth removed with new slate tiles set in its place flush with the new oak flooring.

A week ago my wife arranged for a local gas company to have a fitter to come and fit the new fire. She informed them it was a very straight forward job – just putting new fire in the hole and connecting the supply. They said that will be about £60 quid which includes a call out charge – it will be more if there is additional work to do.

The fitter calls this morning – at the doorstep he says ‘hello I’m here to install your new gas cooker’ – ‘no’ says my wife ‘it’s a fire’ fitter says’ oh – I don’t have the tools for that – but let me see it anyway’.

He comes into the house goes straight over to the boxed fire and says – that won’t fit in the hole it’s (the fire) too small – but proceeds to take the fire out of the box carry over to the hole and prove his point. That’s when he also said ‘I can’t fit it anyway as it’s illegal as you need a hearth that’s 50mm above the floor (our slate tiles are flush). So my wife said OK but I’m not ripping my floor up so thanks anyway I’ll think of another way to do it.
Fitter puts fire back in box, adds that B&Q won’t take the fire back, says sorry for not being able to help and goes.

Soon afterwards the gas company call and say they have just heard from the fitter and that he can’t install it – my wife agrees and says yes. Gas company then say OK can you pay the fitter the call out charge – it would normally be £58.50 but you can pay £30 (ish). My wife says no – he was here for a maximum of 5 minutes to take the fire out of the box – put it up to the hole, then put it back in the box and leave.

No word of a call out charge from him – also no paperwork was left, no signatures given for anything.

So to my question – if they invoice me do I have to pay? I don’t want to pay – he didn’t do anything, he didn’t offer to do anything and he left without mentioning any call out charge.

On their website their call out charge is for repairs and included 45 minutes labour – he did nothing (apart from take the fire out of box and replace) and was there for 5 minutes.

Am I being unreasonable? Should I pay them the charge or should I refuse. If I refuse will there be any recourse on me?

Thanks for any help you can give me.

McAzrael

You agreed for him to call out and agreed a price including a call out charge. He called. You should expect to pay the charge. I think that you have got off lightly with just £30.

jason_s_2

But then again if they sent the wrong fitter out surley that is there problem and not airwolfs fault,as a proper fitter might of found ways round it ?

baldelectrician

jason_s wrote:

But then again if they sent the wrong fitter out surley that is there problem and not airwolfs fault,as a proper fitter might of found ways round it ?

A gas fitter that is qualified to install a gas cooker is qualified to install a fire.

If you request someone to do work and they can't (due to your installation being unsafe / not compliant) they you are due for labour.

I must admit I have only done this once in 3 years as the customer was a a&se. Every other time I do it or re-schedule.

I usually go round and look at jobs first, to avoid things like this.

I think £30 is fair.

cattie

I think you should pay him. Before I had even ordered the living flame gas fire I wanted I called a gas fitter to advise whether it was suitable, especially as my fireplace opening is lower than average.

He came out, measured up & checked that the hearth was the required depth etc & told me to give him a call when the the fire had arrived.

Your gas fitter came & advised you that your hearth didn't meet the regulations required for the fire & that the fire was too small for the space it was to be fitted in. He provided a very informative service & at £30 certainly isn't a rip off.

never_enough

Bizarre that he said he didn't have the right tools for the job However even had he had them with him he wouldn't have been able to fit your fire as it's the wrong size & the hearth is not legal (btw have you double checked this?) Assuming that he was telling the truth those faults are not his but yours. I would certainly pay in those circumstances.

bestyman

Why should it be free??
You honestly expect him to pay 10k for a van , £1,000s for corgi and training, years of studying so that he can fill his van up with fuel, drive to your house and using his skill and expert knowledge tell you that YOU have chosen and bought goods that are potentially dangerous and not charge you?

Please explain how this guy is supposed to feed his kids?

robellett

Perhaps you could find their hourly labour-only charge and deduct the cost of 1 hour's labour from the quoted £60, including the labour and call-out?I guess you were under contract to be charged for additional labour, say in excess of the 1st hour.

I wouldn't feel comfortable paying less than say £20, and I would be willing to pay more if they proved that he was the right man to have done the job, subject to my having the right conditions/goods.

laurz121

I wouldn't pay because they sent the wrong fitter out to you (or at least the wrong tools etc) and you were under the impression that he was just offering you some friendly advice while he was there.
Ok so you had the wrong fire or hole and so they wouldnt have been able to fit it but that's not the point because he didnt have any tools with him to do the job in the first place.

You asked for a call out for a fire fitting, they sent a cooker fitter. Not your fault i'm afraid.

Air-Wolf_2

Wow!

Thanks all for the replies - abit of amixed bag but guess the majority are on the pay him side!

Agree it is our fault that we have the wrong sixe fire/ hole and the hearth isn't legal!

I will wait and see what they send in the post.

A couple of answers to questions raised in posts above:-

• Their depot is approx 5 miles way from where I live.
• How do I expect him to feed his kids? Like me - go out to work and earn a living - a bit like the three aerial installation guys that have come out from farther afield to give me quotes and avice on which aerial to install - ALL FREE OF CHARGE

Anyway - thanks for your help.

baldelectrician

aw

I operate differently, I don't give quotes over the phone- I almost always go out and view a job prior to quoting. Then issues like those mentioned here are less likely to arise.

I give free VERBAL quotes and put things in writing if the customer wants to go ahead. I take a third deposit when work is arranged, balance on completion.

If a customer wants a written quote prior to confirming a date then this is charged. I have had a few customers who have had written quotes and went to relations - using my advice / ideas etc.