British Gas Complaint re: new boiler

haz25a

I got a new condensing combi boiler fitted by BG on the 6th August under the Affordable Warmth Scheme (Scotland).

Prior to installation I had a "surveyor" come round from BG who advised my existing 12 yr old (but working perfectly) Worcester boiler was not energy efficient and eligible to be replaced under the scheme.

I was told it would be a "straight boiler swap, an easy job", was given no paperwork and signed nothing.

The new boiler was installed using a an external condensate pipe which was connected to a drainwater pipe in my garden.

10 days later, I came home to find water pouring from the boiler, called BG, sent out an engineer who put an "AT RISK, DO NOT USE" (it was totally gubbed anyway with all the water damage) and said it would not happen again as the boiler was now switched off. Awoke the next morning to a sudden "gush" of water, came downstairs to find a "waterfall" coming from the boiler and flooding in my property. BG engineers came out again, advised that condensate pipe from rainwater drain had "backed up causing damage to the boiler" and disconnected the condensate pipe from the rainwater drainpipe, otherwise although the boiler is not working every time it rained my boiler would still have flooded my property.

BG are refusing to install a new boiler. They initially refused to pay for any repairs to the boiler but are now saying they will repair it as a "goodwill gesture"??? This dispute has now been going on for just over 4 weeks and I have subsequently had no hot water or central heating since.

If you bought a brand new car and it broke within 10 days and needed the majority, if not all, of it's electrical components repaired, would you accept it, or would you want a replacement?

I would appreciate your comments, particularly from anyone who has experience similar issues with condensing boilers.

Oh, and the moaners who bleat on about people on benefits "get everything for free" need not apply. We don't set the eligibility criteria.

Thanks.

Myser

Seems like poor installation to me - I would never trust BG. Always better to find a reliable independent company through recommendations.

Do you know if the rainwater drainpipe goes to the main drain or a soakaway?

Since you are dealing with a large company with their reputation at stake, write a formal letter to them detailing all the faults and conversations you've had. Send it by recorded delivery and also send a copy to the Gas Safe Register.

bob_bank_spanker

haz25a wrote: »

I got a new condensing combi boiler fitted by BG on the 6th August under the Affordable Warmth Scheme (Scotland).

Oh, and the moaners who bleat on about people on benefits "get everything for free" need not apply. We don't set the eligibility criteria.

Thanks.

So because the Government and not you set the eligibility criteria (which surely 100% of people know), Forumgoers aren't allowed to criticise the system?

There are many low paid critical workers in this country (let's start with nurses) who would love a four-figure boiler for free.

If the old boiler was working fine, why replace it? BG are refusing to replace it, one can only assume they are contractually not obliged to.

BG have clearly behaved apallingly; the cost to fix/replace the boiler will have to come from you, send BG the bill if you feel they are ultimately responsible. Go through the small claims court if needs be. Good luck :T

colin13

i got new condensate boiler trough scheme,was told they dont put condensate pipe outside,it freezes during winter,hhope u get it fixed

daveyjp

BG have plumbed it to a totally unsuitable outlet. Time for a short stinging letter with photographs of their error and 14 days to put it right, if no joy straight to small claims court.

Call Gas Safe too. They will come and inspect if a customer is unhappy about an installation

haz25a

Myser wrote: »

Seems like poor installation to me - I would never trust BG. Always better to find a reliable independent company through recommendations.

Do you know if the rainwater drainpipe goes to the main drain or a soakaway?

Since you are dealing with a large company with their reputation at stake, write a formal letter to them detailing all the faults and conversations you've had. Send it by recorded delivery and also send a copy to the Gas Safe Register.

I know, you think because BG are a big company they know what they are doing and also that you would have more comeback should things go wrong. WRONG

They definitely haven't used a soakaway. I've tried to find out if the outside pipe they connected to discharges to a foul drain (which is apparently a must for installing condensing boilers this way) through Scottish Water and my local council but neither of them were able to help me and I cannot afford a plumber.

I have contacted them by email to various different "complaint" departments but I think a letter by recorded delivery is now the best way forward, straight to the Chief Executive at Centrica. Thanks for the tip about the Gas Safe Register, I will google their contact details.

Cheers.

haz25a

daveyjp wrote: »

BG have plumbed it to a totally unsuitable outlet. Time for a short stinging letter with photographs of their error and 14 days to put it right, if no joy straight to small claims court.

Call Gas Safe too. They will come and inspect if a customer is unhappy about an installation

Thanks for your reply, that is very helpful. I shall indeed contact Gas Safe and ask them to come out and inspect the installation.

daveyjp

Maybe also direct BG to this.

http://www.worcester-bosch.co.uk/installer/customer-service/faqs/gas-boiler-questions/how-should-a-condensate-pipe-be-installed

Step 3 puts in clear terms why they shouldn't do what they did.

haz25a

daveyjp wrote: »

Maybe also direct BG to this.

http://www.worcester-bosch.co.uk/installer/customer-service/faqs/gas-boiler-questions/how-should-a-condensate-pipe-be-installed

Step 3 puts in clear terms why they shouldn't do what they did.

Thanks. I've already quoted them the preferred installation method in the Potterton manual but the link above is a bit more indepth.

In hindsight, they have chosen the quickest, easiest and therefore cheapest method of installation which has turned out to be unsuitable for my property.

ollski

I would take the goodwill. If it's installed to the manucturers instructions (note 'shall' and 'must' mean what they say wheras 'can' and 'may' mean 'if you want') then the fault is with a blocked drain.

gas4you

I agree with ollski.

It sounds like your drain is blocked, causing the condensate to back up to the boiler.

Not really the fault of the boiler or BG IMO. Your drains are your responsibility.

I've had this on one occasion, after the builder forgot to connect the down water pipes to the drains!

I managed to get a new boiler FOC, but charged the customer £150 for labour to replace it.

They were more than happy with this outcome, knowing full well it was their drain at fault.

Accept the goodwill gesture and move on.