Energy company will not carry out repair to boiler

Silver_car1

For the last two years we have had boiler repair cover. Each year we have had (or thought) we had the boiler serviced. This year the engineer signed the boiler service record card with a comment boiler near wall and open door for ventilation. This week we have encountered a problem where the pressure gauge is not showing any pressure. Call the repair service, who sent an engineer out who said could not carry out repair and we should never have been covered then left. I have since made a couple of calls to the company who today have informed me that we have never actually had the boiler serviced??? I explained that the engineer had signed the service record card, also quoted their terms and conditions which states that at the first inspection should there be a problem that they the company could terminate the agreement ( which was carried out last year) and their terms also state that if a fault is detected or improvements need to be made they will send a quote. None of this happened last year, the company have since then carried out a so called service this year and now I think are planning on terminating the contract without carrying out the repair, can they do this? Admittedly the boiler is in a strange place but was installed by a proper registered engineer (prior to us purchasing the house). The company are also saying that according to their records we have been informed of the boiler position which we haven't and haven't received anything in writing and when I questioned why when I called to report the fault if I wasn't covered why an engineer came out, to which they answered the lady has been spoken to and I am also now wondering why an engineer came this year to carry out a so called repair. I have also questioned why they have been taking money out of my account for 20 months now if I wasn't covered. Does anyone know if I am entitled to get the repair carried out no matter how difficult it may be as I have repair cover with them. Sorry for the long story.

agrinnall

To be honest would you really want to have a company that sounds like a bunch of cowboys carry out a repair? If it was me I would pay someone more reliable to do the repair and write to the original company asking for a full refund of all money paid to them on the basis that they have informed you no cover is in place. If the payment is a Direct Debit you could speak to your bank about using the DD guarantee to get the money back (don't forget to cancel the DD so no more goes out).

withabix

At least name and shame them on here!

Silver_car1

The company is N Power

gas.man_3

I don't work for npower but yes I'm a gas engineer, bearing in mind I haven't seen the installation did the last guy that came out fill out a warning notice to say your boiler was at risk or immediately dangerous (ar or id) if not and he said it just didn't meet current standards (ntcs) there's absolutely no reason he couldn't of worked on it!

ihateyes

Silver_car1 wrote: »

The company is N Power

Now there's a surprise.

This is what i would do... get all your paper work, and bank statements showing your payments to NPower.

They have accepted you onto agreement and taken money for x amount fo years.

Write a letter enclosing the above, stating they either repair, or refund ALL the money you have paid.

Give them 28days. (reasonable time frame)

Advise if this isnt carried out then you will proceed through a small claims court (give em some of their own medicine).

They liely hood is they will call your bluff, but i GUARANTEE you, once you go online, and raise a small claims (costs around £40, and thiss ahould be added to the bill), and they recieve the paper work...... THEY WILL PAY UP.

nPower

Hi Silver car1,

Have you managed to progress this? If you'd like me to help with anything or take a look into your membership, please email me the details and membership number to [EMAIL="forumresponse@npower.com"]forumresponse@npower.com[/EMAIL]

Kind regards,

Adam

charlie3090

im intrigued, where is your boiler?, mine is in the loft and i hate it being up there, scares the life out of me because i cant see it lol

Voyager2002

ihateyes wrote: »

Now there's a surprise.

This is what i would do... get all your paper work, and bank statements showing your payments to NPower.

They have accepted you onto agreement and taken money for x amount fo years.

Write a letter enclosing the above, stating they either repair, or refund ALL the money you have paid.

Give them 28days. (reasonable time frame)

Advise if this isnt carried out then you will proceed through a small claims court (give em some of their own medicine).

They liely hood is they will call your bluff, but i GUARANTEE you, once you go online, and raise a small claims (costs around £40, and thiss ahould be added to the bill), and they recieve the paper work...... THEY WILL PAY UP.

Good advice, except that the claim should be for the cost of repairing the boiler rather than simply a refund of the cost of the insurance. The OP has a right to the service for which s/he has paid, not simply to a refund.

ihateyes

Voyager2002 wrote: »

Good advice, except that the claim should be for the cost of repairing the boiler rather than simply a refund of the cost of the insurance. The OP has a right to the service for which s/he has paid, not simply to a refund.

I disagree.

1) the company state the boiler has never been serviced.
2) engineer states boiler should NEVER have been on agreement.

3) therefore OP should never have paid for something that was never going to pay out. The company shouldve cancelled the agreement