Help please, Eon Central Heating cover that covers nothing

Rugbypotter

Can anyone help please, i have paid into the Eon policy for years, we had an issue late November where the engineer didn't turn up after i took the day off work, he then turned up 4 hours after the agreed window 2nd time to not fix the issue, apparently i'm not covered for a blockage in the pipe!! After further visits and getting nothing done 6 weeks later we were told we had to pay £215 to have a pipe cut out and replaced, i did this and yet again it hasn't worked, the technician called his boss who was at the doctors on Thursday, would get back to me (again) on Friday which never happened, i called Saturday as we are now sleeping in our small livingroom as it's the only room with a pat tested heater to be told can't do anything until Monday, if you don't get a call by noon ring back as they should have called you on Friday, i did this and was told they would be contacting the manager again and he would ring before the end of the day but this has not happened. Had enough now please help me

Fire_Fox

Write a letter of complaint, with timed and dated paragraphs so its clear what happened (or did not happen) when, also the names of who you spoke to each time.
http://propertyservices.eonenergy.com/UserFiles/PDFs/Complaints%20procedure%20-%20June%2011.pdf

E.ON_Company_Representative:_Helena

Morning Rugbypotter,

I'm really sorry about this, I know this is a really horrid situation to be in.

Fire Fox has given the correct information and very kindly posted the link, as I'm not able to.

I agree that you must follow this complaints procedure.

I'm so sorry that I can't help you further with this.

Helena

macman

What sort of CH cover do you have-you give no indication? Boiler cover, CH cover, full plumbing cover? And which pipe was blocked?
If you only have boiler cover, then obviously a blockage in the pipework is not covered. If you have CH cover, then that obviously won't cover a blockage in your pipework other than the CH circuit. Only the latter cover would insure you against all eventualities. So saying that the policy covers 'nothing' is simply not true.
If the fault wasn't covered under the policy, why didn't you just get a plumber or RGI out independently to fix it?

Rugbypotter

E.ON_Company_Representative:_Helena wrote: »

Morning Rugbypotter,

I'm really sorry about this, I know this is a really horrid situation to be in.

Fire Fox has given the correct information and very kindly posted the link, as I'm not able to.

I agree that you must follow this complaints procedure.

I'm so sorry that I can't help you further with this.

Helena

That's Ok Helena, at least someone from E-on responded even if it took posting on a forum

Rugbypotter

macman wrote: »

What sort of CH cover do you have-you give no indication? Boiler cover, CH cover, full plumbing cover? And which pipe was blocked?
If you only have boiler cover, then obviously a blockage in the pipework is not covered. If you have CH cover, then that obviously won't cover a blockage in your pipework other than the CH circuit. Only the latter cover would insure you against all eventualities. So saying that the policy covers 'nothing' is simply not true.
If the fault wasn't covered under the policy, why didn't you just get a plumber or RGI out independently to fix it?

I have boiler & CH cover and i'm sorry i disagree it is not obvious that a blockage is not covered when the policy was taken out but like many i didn't read the 76 pages of small print. I have accepted this and so piad upfront for the work to be carried out. I'm sure at some point the cover would be valid for something like a loose bolt but at the moment issues i'm experiencing are not. I used E-on as the technician said he was a specialist and was reccomended to do the work by the E-on office team, the house is freezing and E-on said they could fix straight away which was Thursday, have you tried to get a plumber to come and diagnose/quote? it's a lot easier said than done. The service has been awful and again yesterdays calls prompted no response and guarantees today have not been met. If i pay for a service it's not too much to expect that service to be carried out as it stands they have my money and are not doing anything to resolve the issue.