Redrow rejected warranty claim

singy_ap

Hi,
I wasnt sure where to post this and this seemed like the most appropriate subforum.
The background, just before Christmas the Dishwasher (integrated) door started catching and was stiff and difficult to open, so i inspected and could see it was rubbing on the frame/housing or the units, i assume something had moved but wouldnt find the issue, so reported to Redrow - this was 23 months into the 10 year NHBC/first 2 years by redrow warranty.

Redrow sent out a couple of technicians who inspected the door, took it off (damaging it in the process) and also removed one fo the sink unit doors, and lifted the metal plate which lines the shelf under the sink (sort of an anti slip/liquid mat if that make sense) after a couple of minutes the technician announced that the units had "blown" and as a result was pushing out the other units on either side of the sink, which was then causing the issue with the dish washer door.
The second technicain was all for removing a "plinth" and cutting it down so the dishwasher was uaable, tech1 said that was a bad idea (fudge he called it) and it needed fixing properly. The technician also commented it was water damage and that there was no sign of where or how water had leaked or even that it would have been visible if it had, as a result of the way the units are fitted with pipes hudden behind various panels etc. 

Fast forward 2 weeks and Redrow customer services contacted me to say they would like to arrange a visit to fix the issue by cutting down said plinth which would be minimal disruption - obviously after hearing there own staff say that was a bad idea, i rejected this and said it needed to be fixed properly, after a little to and fro they arranged for a symphony fitter to attend and inspect, he recommended various units where replaced, door replaced, and that he could see no leak or how this had happened in the first place, but was clearly water ingress.

Yesterday Redrow got back in touch to say the following:

We have received the report back from Symphony they have informed Redrow that the damage caused to the kitchen is due to water ingress, this is not covered under the warranty.

 As previously discussed a leak has never been reported by yourself which we would deem to damage your units bearing this in mind we have no option but to reject the warranty claim.

 I understand that this is not the outcome you would have hoped for but unfortunately we can only attend to warranty items.

We are clearly of the opinion that they should fix this as we have had no leak, there fore could not have reported or had it fixed at an earlier date.
So my questions and hope of advice.

1. The handbook says that "Plumbing and Heating" are covered by the warranty - it then goes into detail how the central heating system must be maintained and serviced (which it has) but my partner is questions whther the plumbing is only covered where related to the heating - i am hoping it should be covering all the plumbing, after all its a new build just over 2 year old now (Handed over Feb2018)
2. I have buildings and contents insurance, but would like to avoid claiming, but am prepared to if i get no where with Redrow - i was thinking of asking my insurer about their thoughts on it, as in would they cover the cost then go after Redrow for the money, or should i keep them well out of this for now? would they weigh in to try to get them to pay ?
3. Should i think about the legal route to get them accept responsibility?  ofviously this has const implications
4. I assume the first response to reject is a standard negotiating tactic, hoping it will disuade me from contesting.

Sorry for the length of this and i hope someone can assist.

Thanks

thearchitect

Warrant cover and disputes can be complex.  Without going into the detail on this case, the providers typically send a strong "no" initially in the hope that you will go away.  It is therefore something you should keep pushing.

If there is no sign of water ingress beyond the damage to the units, I would be speculating as to whether they had been allowed to get wet prior to installation although inmy experience contractors are usually careful about such things.

Symphony units are okay quality, incidentally.  I have a trade range in my own house, albeit with good quality worktops and ironmongery.

Retired_Mortgage_Adviser

I will repeat what architect says above. The standard SOP in these matters is to reject a claim, it doesn't mean your claim is invalid. So take the rejection and their explanation with a large dose of scepticism and don't let it affect your claim.

SameOldRoundabout

With no sign of a leak I’d also be querying water when they were fitted. If the floor was laid after the units they may have used self levelling compound, plinths will suck up moisture like a sponge. Is there plinth strip on the bottom (a clear plastic strip, designed to prevent everyday water such as from mopping being sucked up). The amount of water needed to blow multiple plinths and units is quite a reasonable amount, you’d have noticed if it had been caused by a leak as I’d expect it to be coming out from under the plinth. Keep pushing. 

eddddy

singy_ap said:

1. 
   
2. I have buildings and contents insurance, but would like to avoid claiming, but am prepared to if i get no where with Redrow - i was thinking of asking my insurer about their thoughts on it, as in would they cover the cost then go after Redrow for the money, or should i keep them well out of this for now? would they weigh in to try to get them to pay ?

Just to add - it's probably best not to contact your buildings and contents insurer. They'll probably only cover damage that results from 'escape of water' (i.e. a leak), and you don't think there is a leak.

So your insurer is likely to do nothing, but still record it as an "incident - no claim made", which might result in higher home insurance premiums for you in future. And they might also record it on a central insurance database, that's available to other insurers.

singy_ap

eddddy said:

singy_ap said:

1. 
   
2. I have buildings and contents insurance, but would like to avoid claiming, but am prepared to if i get no where with Redrow - i was thinking of asking my insurer about their thoughts on it, as in would they cover the cost then go after Redrow for the money, or should i keep them well out of this for now? would they weigh in to try to get them to pay ?

Just to add - it's probably best not to contact your buildings and contents insurer. They'll probably only cover damage that results from 'escape of water' (i.e. a leak), and you don't think there is a leak.

So your insurer is likely to do nothing, but still record it as an "incident - no claim made", which might result in higher home insurance premiums for you in future. And they might also record it on a central insurance database, that's available to other insurers.

Thanks, i had wondered if it might be a negative, there must have been a slow leak of some kind, otherwise the unit wouldnt have blown i guess.  But there definetly is no leak now and we have never seen one.