Unfair call out fee

x-paul-x

Call out fee. I arranged an appointment with a large plumbing and heating firm local to us to fix a leak. I explained the leak was on our heating system.

I was informed there was a call out fee, but that the work (first hour) would be included in the fee excl. any parts that may be required. I agreed.

However, when the plumber arrived, although he diagnosed the issue, he could not work on the system (unvented system) as he was unqualified. Surely the call out fee needs to waived in this instance as he could not work on it????? I am being charged for it and do not beleive this to be fair. Whats more, I have to wait 4 days before they will call me back with a quote from a suitably qualified plumber whilst my house continues to be damaged by the leak. Am I within my rights to withhold payment?

DevCoder

Did you say it was an unvented system, did they ask?

x-paul-x

No I did not specify it was unvented, to be fair, I didn't know there was a difference between which plumber can work on an unvented or vented system, I obviously know you need a gas safe plumber for gas, but all others to me fall under the term 'plumber'. They did not ask, or suggest in anyway that a specialised plumber may be needed. The first hours work obviously can't be included in the call out if the guy who turns up is unqualified for my system, but no-one asked the system specifics.

earthstorm

A CALL-OUT fee is a fee for calling them out

I was informed there was a call out fee, but that the work (first hour) would be included in the fee excl. any parts that may be required. I agreed.

This does not mean if they dont do any work you wont be charged the fee, it just meand if they do work they will do the first hour free as they will cover this within the call out fee.

bod1467

By the same token - when they come back there shouldn't be another call-out fee; they can't have it both ways.

earthstorm

bod1467 wrote: »

By the same token - when they come back there shouldn't be another call-out fee; they can't have it both ways.

If its the same job/issue then their should not be another call out charge, but they will charge their normal rates.

bris

bod1467 wrote: »

By the same token - when they come back there shouldn't be another call-out fee; they can't have it both ways.

Next time they will have a price to do the job, this can still be rejected and a second opinion can still be had.

Op you don't have to wait 4 days there are others that can fix it, have you tried another firm?

x-paul-x

earthstorm wrote: »

A CALL-OUT fee is a fee for calling them out



This does not mean if they dont do any work you wont be charged the fee, it just meand if they do work they will do the first hour free as they will cover this within the call out fee.

I do take your point but I agreed to a call out fee as I had rang a plumbing firm to sort a plumbing problem, not for them to send out an unqualified (or part qualified) plumber who would just look at it and confirm it is leaking - I knew that already. Seems unfair I have to pay for someone to tell me there is a leak when I have rang up because I have a leak. Had a qualified plumber come out it would have been sorted there and then. P.S. As I can't wait 4 days for my house to be ruined I have had another plumber come out in the last few hours who tightened a few joints and the problem is solved - not really a complex plumbing issue given the fix was to tighten the joints and no replacement parts or drain down was required as advised by the unqualified plumber sent to my address. (Will be interesting to see the quote when it arrives in 4 days). My opinion is obviously going to favour myself, but what does everyone think now the original unqualified plumber has also not done anything, but also gone away for a few days before stinging me with a quote for a full drain down and replacement immersion unit to solve the leak when neither is required - PS the house is 6 years old and the immersion unit works but was just loose.

earthstorm

Any tradesman are not qualified in every aspect of that trade. If you have a specific appliance then you need to inform the company, so they send someone that knows about that appliance.

this is like you can get an electrician that can replace light fittings etc. but cannot rewire a house. Plumbers that can do pipework, but cant fit a bathroom suite.

large companies tend to have tradesmen keep to 1 particular thing, while a small sole trader will learn how to work on most appliance setups as it means lost business for them and most will not charge to come and look.

x-paul-x

earthstorm wrote: »

Any tradesman are not qualified in every aspect of that trade. If you have a specific appliance then you need to inform the company, so they send someone that knows about that appliance.

this is like you can get an electrician that can replace light fittings etc. but cannot rewire a house. Plumbers that can do pipework, but cant fit a bathroom suite.

I rang the largest plumbing firm in our area they are actually called '??? heating and plumbing ltd', and told them it was a leak on the heating system, they did not quiz me or ask any other pertinent details I clearly needed and asked for someone who would be qualified to work on heating systems no?

earthstorm

x-paul-x wrote: »

told them it was a leak on the heating system,

If this is all you told them, then this is the confusing part as general leaks on heating systems will be on the radiators. what you explained regarding the other firm is they repaired a leak on your boiler. so the original firm would have sent someone that repairs general heating systems ( radiators and tank boilers), if you told them a leak on your boiler, then they would of most likely asked what boiler you had. i know when we had a issue with our boiler, even though we have a homecare plan with British Gas, then needed to know the make of boiler, so they could send someone out that works on that type of boiler.