Gas engineer damaged my marble fireplace

richcfc

Hi, first time poster.
We pay a monthly service contract with a large maintenance Company to service and repair our central heating system and gas fire as necessary.
On 9th January we had a problem with the gas fire. We contacted them and they agreed to come out and look at it.
Their Engineer, while inspecting the fire, lifted the 2 part cast iron grate out and dropped one piece on the marble hearth, chipping it.
I pointed out what he had done, he admitted he had done it. I spoke to his Supervisor who came out to inspect the damage. Taking photos etc, and agreed that their Company was liable.
He said that they were liable for all costs in putting the situation right to our satisfaction, including complete replacement of the marble fireplace if necessary as the damage is on the edge and he did not think it a repair would be viable. He said to give him a week to get back to us with a plan of action. I rang him as he hadn't rung us. He said he had found a stonemason who would repair the chip a week Saturday afternoon. Which sounded to me as though this wasn't going to be done by a Company but maybe just by someone he knew. So,
Are we obliged to accept the repair?
Can we insist that they go through their public liability insurance?
Does the person doing the repair have to be a qualified stonemason, and give a guarantee? How long a guarantee would be appropriate?
Is our contract then still with the Company or with the subcontractor if we are not satisfied with the quality of the repair, or the repair doesn't last?
Thank you in advance for any help

wealdroam

richcfc wrote: »

Hi, first time poster.
We pay a monthly service contract with a large maintenance Company to service and repair our central heating system and gas fire as necessary.
On 9th January we had a problem with the gas fire. We contacted them and they agreed to come out and look at it.
Their Engineer, while inspecting the fire, lifted the 2 part cast iron grate out and dropped one piece on the marble hearth, chipping it.
I pointed out what he had done, he admitted he had done it. I spoke to his Supervisor who came out to inspect the damage. Taking photos etc, and agreed that their Company was liable.
He said that they were liable for all costs in putting the situation right to our satisfaction, including complete replacement of the marble fireplace if necessary as the damage is on the edge and he did not think it a repair would be viable. He said to give him a week to get back to us with a plan of action. I rang him as he hadn't rung us. He said he had found a stonemason who would repair the chip a week Saturday afternoon. Which sounded to me as though this wasn't going to be done by a Company but maybe just by someone he knew. So,
Are we obliged to accept the repair?
Can we insist that they go through their public liability insurance?
Does the person doing the repair have to be a qualified stonemason, and give a guarantee? How long a guarantee would be appropriate?
Is our contract then still with the Company or with the subcontractor if we are not satisfied with the quality of the repair, or the repair doesn't last?
Thank you in advance for any help

Hi, welcome to the forums.

I'll answer your questions in order:

1)Are we obliged to accept the repair?
No. The 'large maintenance Company' have already said 'to your satisfaction'.

2) Can we insist that they go through their public liability insurance?
No.

3) Does the person doing the repair have to be a qualified stonemason, and give a guarantee?
The repairer does not have to be a stonemason, nor does he have to offer a guarantee.
4) How long a guarantee would be appropriate?
Irrelevant. Remember, it is 'large maintenance Company' that is purchasing the services of the repairer. Any guarantee would be to 'large maintenance Company'.

5) Is our contract then still with the Company or with the subcontractor if we are not satisfied with the quality of the repair, or the repair doesn't last?
The 'large maintenance Company' are entirely responsible to you for the quality and durability of the repair.

Why do you think someone working on a Saturday afternoon should be any less capable?

richcfc

Thanks for your help,


Why do you think someone working on a Saturday afternoon should be any less capable?


It was just the feeling I got when I contacted them, might be wrong. When the company supervisor originally came to inspect the damage he stated that the chip couldn't be repaired because of where it is. He also stated that they couldn't just change the hearth because it would be difficult to colour match. I just think they are trying to fob me off with a cheap repair done by someone with no expertise.

Billy_Bullocks

Give them a chance to repair it, you maybe happy with it.

richcfc

Give them a chance to repair it, you maybe happy with it.


I would be happy with a repair done by a professional tradesman. My worry is if I accept a repair and its not done to my satisfaction or doesn't last that will cause more issues. they seem reluctant to involve their insurance company for some reason.


Could I lodge a claim with their insurance direct?

agrinnall

More likely is that the supervisor is not an expert on stone repair and was just making a guess that it couldn't be repaired, given that stonemasons can repair a medieval cathedral I wouldn't be surprised to find that they can handle a modern hearth.

unholyangel

richcfc wrote: »

Thanks for your help,


Why do you think someone working on a Saturday afternoon should be any less capable?


It was just the feeling I got when I contacted them, might be wrong. When the company supervisor originally came to inspect the damage he stated that the chip couldn't be repaired because of where it is. He also stated that they couldn't just change the hearth because it would be difficult to colour match. I just think they are trying to fob me off with a cheap repair done by someone with no expertise.

To be fair, I very much doubt that the gas engineers supervisor is a trained stonemason (in order words, he really didn't have the qualifications or expertise to judge whether a repair could be carried out or not, much less to what standard).

Stonemasons are few and far between now.

If it helps set your mind at ease, why not call around local stonemasons & see what they say about repairing marble, how noticeable the repair will be, whether the area affected will impact on the success of the repair etc.

bris

Yes you do have to accept the repair, it should be carried out to an acceptable standard but they have the chance to put it right before you start getting your hopes up for a new fireplace.

richcfc

Stonemasons are few and far between now.

If it helps set your mind at ease, why not call around local stonemasons & see what they say about repairing marble, how noticeable the repair will be, whether the area affected will impact on the success of the repair etc.[/QUOTE]


I have spoke to a couple in the area and they were of the opinion that to do it properly it would need to go to a workshop, which cost £300 to £400. Plus any damage and cost to get it removed.

richcfc

bris wrote: »

Yes you do have to accept the repair, it should be carried out to an acceptable standard but they have the chance to put it right before you start getting your hopes up for a new fireplace.

I'm not after a new fireplace and all the upheaval that would cause. I just want it repaired to a professional standard. God forbid they actually make it worse

wealdroam

richcfc wrote: »

they seem reluctant to involve their insurance company for some reason.

In the same way that you might be reluctant to involve your insurance company, beit motor or houshold, if you made a slight mistake and foresaw you premium rise for a low level claim.

richcfc wrote: »

Could I lodge a claim with their insurance direct?

Possibly. Why would you want to do that?