Eoncare

Sisson78

Can anyone advise or help please got eon homecare care had problems with boiler tripping out so phoned eon on 16.01.12 engineer came out 2 days ltr bearing in mind we had no hot water or cen heating eng said needed new pump couldnt do pump till 2 days ltr .Engineer came done pump still not wrkn he sed needed power flushing which they don't cover you for so paid £300 next day to pay for lady on phone can't make appointmen till Monday cos office closed they phoned us on the Tuesday to make an appointment for the following Friday I was disgusted with there attitude I thought I wud of been a priority with having a young family and having a baby of only 5 weeks old . Still no heat or water nearly 2 weeks now company came to flush system on Friday there all day did it we had heating great. Next got up for work water was gushing out boiler phoned eon engineer came out said the heat exchanger was broken and were not covered for this part which £400 with labour so he left no heat again or water we thought we were covered for unlimited call outs and parts they said cos of sludge in system were not covered can anyone advise don't what to do eon aren't interested Disgusted with there response

firesidemaid

i feel really sorry for you.

do you have a copy of their terms and conditions for reference?

how long before your call-out was their annual inspection done?

do you know of anyone who could give you a (free) second opinion?

i would document everything with a timeline and send a recorded delivery complaint letter. they will have to respond within a certain timeframe. when/if you are not happy with their response, you can go to the ombudsman.

you could also try consumer direct, and if all else fails then the money team - brignall and king - at the guardian are good for fighting your corner.

ihateyes

http://propertyservices.eonenergy.com/UserFiles/PDFs/CHC_1yr_TCs.pdf

ok so when id you take your cover?
What package have you got?

Did you have powerflush done? if so what reason are they saying tht your not covered for the heat exchanger.

According to their t&c's if they advised p/flush neeeded and ou didnt have it done they would cover applicable breakdowns, but if you have had it done by EON, then you should be covered.

Dont give in..... if necessary threaten them with a small claims for breach of contract, and a useless powerflush.

There is nothing in their terms and conditions saying thta your not covered for Heat Exchanger, so they HAVE to replace it especially after you had the required upgrade work done.

PS how old is your boiler?

Sisson78

Thanks 4 ur advice had cover for 2 months ,eon did powerflush on Friday next mornin it was broke ,boiler was in house wen we moved in over 4 years ago and we have the the to package there saying sludge in system damaged boiler every has got a form of sludge .

Former_E.ON_Company_Representative:_Malc

Hi Sisson78

I'm really sorry you've been unhappy with our Central Heating services.

There are several central heating products available with various terms depending on customer needs. Not sure from your post which option you have.

Assuming you're on the full package, parts are covered unless they need to be replaced as a result of things like sludge, hard water scale or pre-existing faults.

Not sure if the heat exchanger falls into any of these categories but may be a factor.

However, I'm no expert on these matters so it would be wrong of me to speculate too much. I would suggest taking this up directly with our Central Heating Care team. They have their own complaints procedure. This is outlined in the packages sent out with the contracts.

More info and contact details are also available on our website. Please click Central Heating Care/contact us/contact us again at the bottom of the next page.

Sorry again for the difficulties Sisson78 but hope this points you in the right direction.

Malc