Concern about to be charged for unnecessary work on our boiler

Orange_Candle

Hi,

Not sure if this is in the wrong place - please move if it is.

We are having some problems with our boiler and so called someone out to have a look. He identified a problem, and said he would return when he had ordered a new part. Aside from general problems with him not coming or calling when he has said he will, we are concerned that he has ordered an unnecessary part.

There is a small leak in a valve, but looking online we have identified the new seal which it looks like it should need - costing a few pence - rather than a whole new part at around £70 (trade price).

We don't have any real experience with boilers, and do accept that he should know what he is doing, but with his general unreliability, and unwillingness to explain the problem to me (he was happy to talk to my husband though!), we are concerned that we could be charged for something that isn't needed. What would our rights be in this situation?

mije1983

Can you get a 2nd opinion from another engineer before the first one gets the part?

It could well be that there is an internal problem that requires more than a cheap seal to fix.

Orange_Candle

We tried to contact someone but he isn't able to come out before this guy is scheduled to.

Spoken to a friend who knows more about boilers than we do and shown him photos, he says that we need a new section to go in the part that has been ordered - not a whole new part, costing around £20. However, the guy coming tomorrow has the whole new part that he wants to fit - more than needs replacing.

He has come round twice - once to diagnose the problem (done visually, here no longer than 10 minutes) and once to bring round a wrong new part (in and out in about 3 minutes). We don't want him to come tomorrow to fit the new part, but when we tried to suggest he didn't come he said that he has already paid for the new part. As this is an unnecessary part, surely this isn't our concern?

jacques_chirac

In what way does your friend 'know more about boilers' - is he qualified to give an opinion? Is it possible to get the smaller part without buying the whole?

I would cancel tomorrow, make up an excuse, and give yourself a few days to get a second opinion. However be aware that the second opinion is unlikely to be free, so you may be no better off, especially if they agree with the first engineer.

If you want to post the details on here, make/ model etc with pics if possible, I can get you a qualified opinion tomorrow (at no charge!).

Orange_Candle

It is possible to get the smaller part without the whole, which we would be able to fit ourselves rather than having someone in to do it. He is a heating engineer, and has encountered similar problems before.

If we cancel tomorrow, what can we do if he wants to charge us for the part? I assume he can't, as it isn't necessary.

As a more general question, what are the rights of the customer if someone does unnecessary work on something like a boiler? If parts are replaced that didn't need it, could they request that the parts are swapped back and no charges paid?

DaveTheMus

why not get your friend to fix the boiler for you?

Orange_Candle

DaveTheMus wrote: »

why not get your friend to fix the boiler for you?

He lives quite a long way from here, so although it would be great unfortunately it's not feasible!

whitegoods_engineer

Always makes me laugh when somebody who knows nothing about their boiler suddenly becomes an expert.

Op calls somebody in to fix a fault. Decides she is being ripped off, then decides that she knows what is needed rather than the person she has called out!

I for one, would rather fit a factory-sealed unit, meaning that the complete item has been renewed, rather than taking it apart and changing seals. This is a gas appliance, and the fitter is ensuring the long term safety of the appliance.

Who are you to second guess the professional?? Do you want a safe, durable repair on your GAS appliance, or do you have such scant regard for your safety that you'd rather your fitter patches it up to save, maybe £60??? Madness!

C_Mababejive

If you are not confident in the chap you have engaged then cancel the job and call someone else.

mttylad

Are we by chance talking about the diaphragm in the diverter valve?

Costs about a fiver, easy to replace but the engineer wants to charge for the whole valve.