Advice needed ... British Gas Home Care

faerie_athome

hi

I wonder if anyone out there has any advice they could give me.

I have had the Homecare 400 with BG since I moved into my home nearly 6 years ago

I had been having problems with my old bolier and decided enough was enough, 3 1/2 years ago I got a new boiler. As this wasnt installed by BG, they came out and checked it over, said no problems, your agreement will carry on, and that was it

Every year, they come out, say its fine, then go away again, my cover intact, until last week!

The boiler flashed a warning, the book said turn it off, I did this and called BG. They came out last Friday

The engineer came out, didnt even open the cover of the boiler and said ... 'We cant touch it, it isnt on our service database' said he would need to report it to head office and that they shouldnt have entered into the service agreement, as they couldnt get parts for it, then left!!

I called customer service who advised that under their T&C, their boiler agreement would stand, that we should get a new boiler... the agreement states:
if we agree that your boiler is less than 7 years old:we will provide a replacment suitable new boiler if it is not possible to repair yours because, for example spare parts are not available

There was an email sent to the service manager who said that the terms and conditions didnt apply to us, that even though they couldnt get parts, an engineer would come out today to have a look at the boiler ... the engineer turned up, said valves needed replacing (he had some??) fixed the bolier then left

I have again spoken to customer service who have advised I should fight for a new boiler, its not our fault their engineer entered into a contract they couldnt keep, that for 3 1/2 YEARS the boiler has been getting serviced and no one noticed their error, that we should be getting all of our money back AND a new boiler

.... what do you guys think? do I have a leg to stand on? Should I fight this out with the service manager and demand they stick with their t&c? Am worried what'll happen if this is only a short term repair and by then we wont be covered if something else goes wrong ...

thanks for all your advice

F

Gerrard_8_lfc

I think you would be entitled to your money back for the 3 1/2 years for the central heating aspect of the policy due to the mistake of taking on the boiler. I don't think they will install a new boiler for you because that T&C would only apply if BG did service list the parts, The issue could be human error at the First Visit of the new boiler so I would try and claim your money back for the central heating cover.

I wouldn't be happy with the RGI who installed your boiler is parts are obsolete, This may not be the case as there are some boiler BG will not touch but thats not the best sign if it is only a 3 1/2 year old boiler.

I think now BG will not cover you anyway.

shortchanged_2

OP it's a difficult one but the problem for me is that you originally chose the type of boiler that was installed not BG. Therefore their liability for replacing the boiler is dubious.

However, I agree that they are in breach of contract and that you should be fully refunded all of the money you have paid them for the cover care as they were never able to really fulfil the contract.

elektra

faerie_athome wrote: »

hi



There was an email sent to the service manager who said that the terms and conditions didnt apply to us, that even though they couldnt get parts, an engineer would come out today to have a look at the boiler ... the engineer turned up, said valves needed replacing (he had some??) fixed the bolier then left

so is the boiler working now or not ?


Agree with others who say you could ask BG to refund homecare payments and to pursue engineer who installed boiler.

faerie_athome

the boiler seems to be ok for now, have never not been covered for a boiler though, so am worried in case something now happens

if at the first visit BG had said the boiler wasnt service listed, I would have had it replaced, but its too late for that now,

wonder why none of the other engineers who came out to service it didnt notice it wasnt covered either though (its human error on their part 4 times)

the engineer who came out today (the same one who came out last week and couldnt look at it..) said that the boiler might be service listed within next few years (but thats no good to me just now)

The boiler isnt obsolete, BG just dont stock parts for the model I have ....

WhiteHorse

Surely, if BG accepted the deal, then it's their problem.

cing0

Obsolescence is the standard response from BG to make you cough up £3k (now from £1700) for a new boiler.

PM me if you need a few email addresses to get things moving at BG.

Reciprocater

On the advice of an independent gas fitter, I joined BG Homecare several years ago. As this and other threads suggest, BG is not the cheapest to say the least but I have stuck with BG mainly because the independent advised me BG is the best at obtaining spare parts.
My boiler currently has a fault on the air expansion tank. I will not bore you with the details of the "not yet repaired for several weeks" saga however during the course of which I consider BG has wasted several hours of my time which I intend seeking recompense for along with my complaint of poor service. I have no issue with the individual employees I have had direct contact with. Indeed, I feel sorry for some of them. Cing0, which email address is likely to result in a satisfactory resolution?

C_Mababejive

As a matter of interest,what make and model of boiler is it ?

It must be incredibly rare or special.

faerie_athome

C_Mababejive wrote: »

As a matter of interest,what make and model of boiler is it ?

It must be incredibly rare or special.

......or incredibly bad...am sure someone here will let me know

Its a Saunier Duval Themaclassic F35e

C_Mababejive

faerie_athome wrote: »

......or incredibly bad...am sure someone here will let me know

Its a Saunier Duval Themaclassic F35e

Its listed here as a current Saunier Duval product..

http://www.saunier-duval.co.uk/service/documentation_current.asp

Maybe you need to ditch BG as your service provider and switch to SDs own people?

A quick flick through the tech manual says to me that its bog standard boiler technology.