British Gas HomeCare: Broken boiler for coming up 4 weeks and it’s still not fixed

john1176

HI

 Our Baxi condensing boiler stopped working coming up four weeks ago (red light on, no ignition, condensate water on workbench\floor).

  1.       British gas plumber number 1 said it was because the condensate tank was leaking so he replaced the condensate tank. The boiler failed again a few days later, the kitchen floor and work units got soaked with water coming out of the boiler.

  2.       British gas plumber number 2 said it was because the condensate drain was blocked, he attempted to unblock it but cross threaded the connection at the top of the condensate tank in the process. The boiler failed again a few days later, the kitchen floor and work units got soaked

 3.       British gas plumber number 3 fixed the cross threaded connection, but broke the connection to the bottom of the condensate tank.   The boiler failed again a few days later, the kitchen floor and work units got soaked

 4.       British gas plumber number 4  fixed the connection at the bottom of the condensate tank, but didn’t connect up the water overflow sensor at the top of the condensate  tank correctly.  As the overflow sensor was not working (which I didn’t ’t know at the time) the boiler worked for a few days more, dumped even more water on the floor, sounded horrible and then failed. This plumber also poured a lot of water into the flu to check the tank was draining.

 5.       British gas plumber number 5 fixed the electrical connection to the condensate tank, and attempted again to unblock the condensate drain. He also poured a lot of water into the flu. The boiler failed again a few days later, the kitchen floor and work units got soaked.

 6.       British gas plumber 6 found that the burner was beyond repair because it was full of water. He poured the water out of the fan and thought it would be ok. He left the boiler inoperable, ordered new parts, and said that even when they were fitted it wouldn’t fix the original problem. In fairness the next plumber visited the day after.

7.       British gas plumber 7 came and thought the seals between the condensate sump and the burner were failing and that is why water was getting into the burner, and why ultimately the condensate overflow wet sensor was tripping (I didn't quite follow the logic, so I may have got this explanation wrong). Anyway, he replaced the burner and replaced the seal , but thought there could still be a possibility that the seals at the top of the heat exchange were at fault. In the morning the boiler was working but there was water on the floor and inside the cupboard again.

 8.            It looks like when plumber number 5 took apart the condensate drain under the sink he didn’t put it together properly and condensate water is leaking at the join. We’ve switched the boiler off to avoid further property damage, and we still don’t know if the original problem has been fixed..

 In the most part, and when I have called the call centre I’ve had to have horrible stressful argument with their staff to get anyone to visit in a reasonable time . Without arguing, or if I just go with the British gas web site I would in some cases have had to wait between one and two weeks for a plumber visit. I’ve had to spend many man hours arguing on the phone and it is really unpleasant. It is especially difficult to escalate the call and immediately speak to a manager without a lot in unnecessary unpleasantness because that is apparently not procedure. I’ve also tried being nice, but this doesn’t get me anywhere at all.   

 When I first called, I was told there were no appointment for nearly two weeks, and in the first instance they said that I would have to register with local heroes, source a plumber myself,  and submit an invoice. They did eventually back down and sent plumber number 1 a day or so later, but not without a horrible argument.

 Each time the boiler fails a few days after the last plumber visit I have to start again with the call centre stress and battle. In fairness, when I told British gas I would be posting on this forum they have been quicker and I have spoken to senior people today. They are sending plumber number 8 tomorrow. The fact remains we still have faulty heating.

 We are now desperate, but I’m out of ideas.  I have no faith British gas can fix the problem and we are very cold.  We can of course swap cold for wet - at least for now. I’d be really grateful if anyone can offer any suggestions?  The financial ombudsman say they can only help after British Gas have given me the final solution to the complaint, and they have 8 weeks to do that.

Thanks

David

Boohoo

Is this anything to do with your last thread on MSE about British Gas?

john1176

Boohoo – no , this is actually a new thing. I’d completely forgotten about my last thread and it seems like a long time ago. In fact when I looked it’s almost 8 years ago.  You’d thing I’d have learnt my lesson and found a different insurer! In fairness to British gas, and it was 8 years ago, they did end up replacing the entire boiler. But here we go again!