Call out fee

spyke2507

Called out a local plumbing company to give a quote on fixing my heating. They came and looked at the heating and then phoned and gave the quote but said they couldn't do the work for 4 days. I explained in that case, I would have to get someone else as I couldn't wait that long. A week later I received an invoice for £54.00 call out fee. There is no mention on their website of a call out fee and in neither of the telephone conversations I had with the company, was a call out fee mentioned. I have spoken with the company (to three different people) and explained why I feel that I shouldn't have to pay this charge - ie not being told about it. The last person I spoke to said that they always tell customers about the fee - when I said that they hadn't told me, he implied that I was lying. I have now received a Notice Before Proceedings letter giving me 7 days from yesterday to pay them or they will take me to court. Where do I stand...am I correct to take this stand against them?

neilmcl

Read this: https://forums.moneysavingexpert.com/discussion/4418295

Can I assume you made it clear that they were only coming out for a quote and no work was involved on the day?

spyke2507

Thanks for the link it has made me feel a bit better. They were only ever coming out for a quote as although I clearly needed it to be fixed (it was freezing!) they made it very clear in my initial call that they wouldn't be able to carry out any work on that day as they were so busy, they would only be able to give me a quote. I've never argued anything like this before, but really want to stand up for the principle of this - after all, having given me no warning of a charge, they could have put any amount on the bill! I also feel that they should have made it clear on their website as, if they had, I would not have used them. The person I spoke to last at the company said that it was my responsibility to ask whether there would be a charge - but how can that be right? It just never occurred to me, having never been charged for a quote before!

MamaMoo_2

Name & shame? Call up pretending to be someone else with a different issue, ask them if/how much they charge for a quote & record the call?