Plumber quotes free call-out but then wants to charge

alinwales

Wife got in plumber to check over the boiler as it is faulty. The guy was here for 1.5 hours (following fault finding guide in the service manual). At no point did he mention charging.
Later on he popped back in and spoke to me, giving me a quote for the parts he would need (around £200 worth). He suggested that I give the boiler maker a call to see if they did fixed price repairs as he couldn't guarantee that what he was getting would fix the problem. He then quietly, quickly mentioned that he'd charge for the callout if we didn't use him to complete the job (with the callout charge being reduced from the bill if we did).

An interesting site I found explaining the ASA's poition on call-out advertising is here
http://www.cap.org.uk/Advice-Training-on-the-rules/Advice-Online-Database/Call-out-Charges.aspx

I think that I should offer a reasonable amount for the time, but perhaps only half hours worth (£20-25), rather than point-blank refuse to pay anything (which my wife could argue with him as she was the one dealing with it). Is this fair?

Oh, i should mention that I took a further look at the boiler myself, fixed a wire that he must have broken, and then poked around and cleaned the spark plug and all has been working fine ever since. I have ordered a new electrode and wire for around £25.

halibut2209

Of course it's not fair. You owe him for an hour and a half.

unholyangel

alinwales wrote: »

Wife got in plumber to check over the boiler as it is faulty. The guy was here for 1.5 hours (following fault finding guide in the service manual). At no point did he mention charging.
Later on he popped back in and spoke to me, giving me a quote for the parts he would need (around £200 worth). He suggested that I give the boiler maker a call to see if they did fixed price repairs as he couldn't guarantee that what he was getting would fix the problem. He then quietly, quickly mentioned that he'd charge for the callout if we didn't use him to complete the job (with the callout charge being reduced from the bill if we did).

An interesting site I found explaining the ASA's poition on call-out advertising is here
http://www.cap.org.uk/Advice-Training-on-the-rules/Advice-Online-Database/Call-out-Charges.aspx

I think that I should offer a reasonable amount for the time, but perhaps only half hours worth (£20-25), rather than point-blank refuse to pay anything (which my wife could argue with him as she was the one dealing with it). Is this fair?

Oh, i should mention that I took a further look at the boiler myself, fixed a wire that he must have broken, and then poked around and cleaned the spark plug and all has been working fine ever since. I have ordered a new electrode and wire for around £25.

Did he advertise no call out charge? Or did he simply not mention it when your wife called him?

Country_Cousin

I always consider a call-out charge an extra fee on top of normal charges. Charged in emergency call-outs reflecting the fact it was not a pre-booked job. Why would any one imagine that a total stranger is going to work for you for an hour and a half for free.

MamaMoo_2

Your title says he quoted a free call out, but your post makes it sounds as if he simply did not mention one.
Which was it?
If he advertises no call out charge, then there should be no call out charge, however after having been there for an hour and a half, if he had done any work he may charge for that.
Ask for an invoice and a breakdown of costs.
If his invoice states £120 call out charge, and you have proof that he advertises no call out charge, then you will be on a good footing to challenge it.
However if it says something like "fault diagnosing - £120" then you may have a battle.

alinwales

His website says "call for a free quote or callout". It was not an emergency. He was called expecting a quick free diagnosis then the expectation of paying for the parts and the work to sort it. At some point he would have had to tell my wife that he would have to start to charge but he never did. I know it all comes down to what is referred to by a callout.
Also I did make it clear that I wasn't refusing to pay him if he did invoice me, but not perhaps for the full amount if time assuming that the callout includes some time that is classed as free.

notanewuser

alinwales wrote: »

His website says "call for a free quote or callout". It was not an emergency. He was called expecting a quick free diagnosis then the expectation of paying for the parts and the work to sort it. At some point he would have had to tell my wife that he would have to start to charge but he never did. I know it all comes down to what is referred to by a callout.
Also I did make it clear that I wasn't refusing to pay him if he did invoice me, but not perhaps for the full amount if time assuming that the callout includes some time that is classed as free.

I don't read that as a free callout.

societys_child

"call for a free quote

or callout"

Mmmm, either way, you owe him an hour and a half

alinwales

Okey dokey, good to have it clarified one way or another. I see it being ambiguous but if I'm the only one then I'm happy to be corrected.

mikb

alinwales wrote: »

Okey dokey, good to have it clarified one way or another. I see it being ambiguous but if I'm the only one then I'm happy to be corrected.

Not just you: It is ambiguous, maybe not deliberately so, hard to prove either way.

You got: Call for (free quote) or (callout)

You expected: Call for free (quote) or (callout)

That's why programmers throw more brackets at it until it is NOT ambiguous.

Bantex_2

Seems the call out was free.
Looking at the boiler was not.