EON Homecare compensation claim

RensterUK

All,

After disastrous service from EON homecare, I contacted ConsumerDirect with the full story (I shan't bore you all here!)... CD have advised me to call EON, and tell them I am making a claim for compensation under the 1982 supply of goods and services act, as I feel they have not honoured their obligations under this act.

Can someone clarify for me - is this just me saying to EON "Under this act, what would you like to offer as compensation for your failings", or is it more a case of "I'm going to take you to court now"?

I'm guessing the former, as the very helpful guy at CD said that (paraphrasing here!) realistically EON will (ahem) tell me where to go - at which point I put what I have said in writing to them, giving them 14 days to respond. At which point I need to contact CD again for the next stage of advice.

So basically Im just looking for advice on how to word my phone call claiming compensation! Thoughts?

Cheers

ihateyes

RensterUK wrote: »

All,

After disastrous service from EON homecare, I contacted ConsumerDirect with the full story (I shan't bore you all here!)... CD have advised me to call EON, and tell them I am making a claim for compensation under the 1982 supply of goods and services act, as I feel they have not honoured their obligations under this act.

Can someone clarify for me - is this just me saying to EON "Under this act, what would you like to offer as compensation for your failings", or is it more a case of "I'm going to take you to court now"?

I'm guessing the former, as the very helpful guy at CD said that (paraphrasing here!) realistically EON will (ahem) tell me where to go - at which point I put what I have said in writing to them, giving them 14 days to respond. At which point I need to contact CD again for the next stage of advice.

So basically Im just looking for advice on how to word my phone call claiming compensation! Thoughts?

Cheers

You need to tell us your problems first..... please....

Former_E.ON_Company_Representative:_Malc

Hi Renster

I'm sorry you're unhappy with the service provided by our Central Heating team.

As ihateyes says, it's difficult to comment without more details. If you can let me have more info I'll do my best to point you in the right direction. Drop an email to the address in my Profile if you prefer.

Malc

RensterUK

Malc (and ihateyes),

We took out your cover in Feb, with the initial inspection shortly after (last few days of Feb). Bearing in mind for 4.5 years before that, our system had worked without problem.

Shortly after the initial inspection, we noticed a damp patch in our ceiling. An engineer was called, and failed to diagnose the problem, advising us to "see if it gets worse". It did. A second engineer was called, with the same result - except this time, rather than just getting worse, our ceiling partially collapsed. A third engineer was called. He looked at the ceiling (before looking at the boiler) and said something like "I think I know what this is". He opened up the boiler, and within seconds spotted the dislodged pipe right at the front of the boiler. Within 5 minutes he had repositioned, and glued the pipe in place.

At this point I acknowledge the pipe should have been glued at the time of installation. However, I would also point out that it had not caused a problem for 4.5 years, and the initial inspection failed to spot any fault. Having accepted the system as functioning correctly, it is our view that from that point on, EON were responsible for any faults.

We complained, arguing that seemingly the initial inspection engineer may have accidentally dislodged a previously functional pipe. If nothing else, we felt that one of the first two callouts should have spotted such a dislodged pipe that the third engineer spotted and fixed so easily.

A manager came out, and accepted liability, asking us to get quotes for remedial work and supply these quotes to EON.

Shortly after that, we receive a letter from EON, denying liability, claiming that the fault was due to the pipe not being glued originally, and claiming the fault was hard to identify and fix.

I wrote to EON, detailing the facts as above, inviting EON to reconsider. EON chose not to.

It is our opinion that under the supply of goods and services act 1982, EON failed in its obligations. The pipe, although not secured was clearly positioned correctly for 4.5 years, and was almost certainly dislodged by your initial inspection (albeit accidentally, I accept - Im certainly not arguing this was malicious!!). I also accept I cannot prove this. What is beyond question however, is your initial inspection signed off our system as functioning correctly, and clearly after this it wasnt. I would also argue that in failing to spot the disconnection at the front of the boiler, the first two callout engineers failed in their duty to show reasonable care and skill, and by allowing the fault to go unfixed until serious damage occured, EON failed to carry out the work in a reasonable time frame.

I also find it astounding that EON feel it reasonable for one of their managers to visit us, to accept liability, and then deny it.

Former_E.ON_Company_Representative:_Malc

Hi Renster

I'm really sorry you've suffered such problems; sounds like a nightmare.

Must admit, I'm not too knowledgeable about these issues so have referred your post to a senior manager within our Central Heating Care division.

Will await the response and let you know.

Malc

Landlord_T

DO NOT USE EON BOILER CARE! DO NOT USE EON BOILER CARE! DO NOT USE EON BOILER CARE!
I have been a landlord for many years and used multiple boiler maintenance providers and so can authoritatively say that they are by far the worst.
They appear to have a policy of simply saying that any work that needs carrying out is greater than the boiler is worth and so Beyond Economical Repair. They have their own arbitrary way of working out the value of the boiler (based on age and their definition of condition) and if the repairs are greater than this value they say you must replace the boiler.
In addition to this they will say that the appliance appears tampered with and so will honour no claim. You have no recourse against their judgement of the boiler being tampered with (why would someone tamper with a boiler that has an maintenance contract to fix it?).
Their help centre are unhelpful, rude and dismissive. In summary I would strongly advise that you NEVER use EON as they are terrible (in my experience).

Former_E.ON_Company_Representative:_Malc

Hi Landlord_T

I'm sorry you've been unhappy with the service you've received from our Central Heating teams in the past.

It's difficult to comment in any great degree without more specific info. However, if you drop an email to the address in my Profile with details of your particular grievances, I'll be happy to discuss your complaints with our Central Heating managers.

All our engineers are Gas Safe qualified and will not deliberately mis-lead customers when diagnosing boiler faults.

We also have a robust complaints procedure in place to deal with any customer dis-satisfaction. It may be we need to take you down this road.

As I say, difficult to say without more specifics.

Malc

Landlord_T

I am using the E.ON complaints procedure now and find it as useless as the maintenance service. I was promised a response in 5 days yet did not receive one and have had to call through on more than a dozen occasions all to no avail. 3 weeks and counting...

I have since replaced the boiler as I could not wait any longer for E.ON. to work out if it a repair was liable or money should be given for a replacement. I will be moving all my rental property boiler contracts to another provider and will warn everyone in my landlord association about the diabolical service I have suffered from E.ON.

Former_E.ON_Company_Representative:_Malc

Hi Landlord_T

I’ve spoken with a senior manager in our Central Heating section and passed on your comments.

I think, between us, we’ve managed to track down your particular complaint given the info available.

If we’re correct, it looks as though we’ll be sending a full report through to you shortly. This is being compiled with the assistance of a third party who help us look after our landlord cover.

I understand our agents have contacted you several times (the last time on Friday?) to advise we’re awaiting this report.

Of course, if we’re looking at the wrong complaint, this could be totally wrong.

Please accept my apologies if this is the case. As I said in a previous response, difficult to say without more specifics.

Malc