Boiler Issue - Misdiagnosis

huskie69

Hi all

**TLDR** Should I pay a bill for a call out where an engineer misdiagnosed a fault?

I recently had issues with my 18 year combi boiler which just kept on cycling on-off, with the flame not staying lit for more than 2 seconds before going off and coming back on again. I decided to use a local gas/central heating firm to come and take a look (on the advice of a neighbour who used to work for them - I was told they were a little bit pricey bit there after care was very good).

It took a week from calling them before anyone could come and take a look. Finally, an engineer turned up, fiddled with the boiler for no more than 10 minutes, then said I'd need a control board and gas valve. I got a call from the firm later that day to confirm the price and was totally shocked when they quoted me £400 + VAT + labour (so probably £600). After hearing that, I was quite happy to sit through the winter in a few extra jumpers! I said I couldn't afford it and they said no problem, they'd just send me a bill for the callout (probably about £60-80).

I discussed this with another neighbour of mine who suggested I get British Gas to come and have a look. So I booked it online that day, paid £100 up front (along with a £20 a month recurring charge). They came out the same afternoon.

The engineer was here for a good 70 minutes - I didn't tell him someone had already been out as I was interested in hearing his opinion, and he concluded that the issues was caused by the fan not forming a proper seal and subsequently the system wasn't pressurized correctly. He returned the following evening with a replacement fan and it was working within 5 minutes. I told him what the local firm had told me and how much they were going to charge for a board. He looked it up on his system and they were £60 (and I found one on eBay for £45)!!

So... now my boiler's working thanks to British Gas, and I have evidence in the form of the actual part that was broken along with a note from the engineer to back it up. If and when I get the bill from the local firm who are charging for a callout, am I still obliged to pay it despite their diagnosis being completely wrong?

thescouselander

I would certainly dispute it. You have every right to expect the tradesmen to be competent in his work which arguably, in this case, he seems not to have been.

teddysmum

They could be one of the companies we see on consumer programmes, who deliberately overplay the actual repair required.


We once had such a company out ,because of a flooding sewage drain. They wanted £300 (a lot several years ago) because they claimed the only way out was to have our own manhole constructed, because our soakaways were damaged.


Luckily my father , had worked for the house's builder and knew we didn't have soakaways. He borrowed some drain rods, which showed the blockage was actually next door and caused by builders' dumped rubble (so they had to put it right).


I never thought not to pay the callout fee, as it had taken the men some time to take up the flags and dig a trench. Also ,at that point, I didn't know how wrong they were.


As with the OP's case, I don't think I should have paid and probably wouldn't have done, had the bill come later.

unclebulgaria

Call the company in question and tell them what was found by the BG guy and that its now working and also tell them their diagnosis was completely wrong and then just stop talking and wait for their response!
If its not positive and they still want paying just put the phone down and wait for their invoice. Then, when its comes, send it back with a detailed reason as to why you wont pay it. If they threaten you with small claims hold fast and tell them you'll see them in court after you've spoken to the Trading Standards!
I hate these companies with a gusto, they give my trade a bad name!

huskie69

Thanks for your replies. The invoice arrived at the weekend and I've constructed an email response attaching both the BG engineers notes confirming that none of the parts in question were faulty, and a photo of the actual problem (fan mounting separated from casing). I'll wait and see how snarky they get!