EON - GOV GRANT AND NOW NO HEATING AND NO HOT WATER AND NO HELP!

liz543

15th December Eon installed a new boiler under the Gov Grant scheme. Working at 80% of what it was. Not wired in until the 8th Jan, cooled down and then within a few hours it died completely. Eon not interested in helping, had to call home insurance out to help me. Today they sent a local engineer to look and came and said it needed either a complete new pipe system or a new manifold.... but... they dont know where it is. This means they want to remove all upstairs laminate and skirting boards and pull up the floor boards have said its not their problem its mine. They said laminate wont go back down so it will all need replacing too. Also my problem. Eon lied to the engineer and said id spoke to them - they've not contacted me at all! I reminded them i am a single mother (veteran) of 2, am unwell, am 5 months into waiting for PIP, im supposed to have surgery in 15 days and i cant physically do it! Yet i am now entering my 5th day with no heating etc. I have a funny feeling my fight with them has just started. ANY HELP WOULD BE NICE PLEASE

jbuchanangb

Any boiler installation is covered by warranty. In the first instance refer back to the installer, who should come and sort it out. Otherwise refer to the boiler manufacturer to claim on their warranty.

btr30

Sounds as if your new boiler is at mains pressure and your previous boiler was at tank pressure. The old boiler would continually top up to replace any water lost to leaks in the pipe work, whereas the new boiler will require any water to be replaced manually, and will not allow boiler to run until sufficient water pressure is established.
it is possible that higher operating pressure has exasperated the pipe work which may have caused it to leak faster.
if my diagnosis is correct, you don’t have much option other than to trace the pipe work to find where water is escaping, which will be heartbreaking if it involves lifting floors.

MWT

Unfortunately it sounds like the 'local engineer' has determined that the boiler isn't faulty so the installer and E.ON are not going to be interested, nor will the boiler manufacturer.

The better question I guess is if the 'local engineer' is actually right?

liz543, what prompted you to have E.ON install a new boiler in the first place?

Was the original boiler clearly faulty in some way?

Also as a general comment, if you need someone more local to talk to perhaps the CAB can offer some advice as well, or even Shelter?

Marmaduke123

jbuchanangb said:

Any boiler installation is covered by warranty. In the first instance refer back to the installer, who should come and sort it out. Otherwise refer to the boiler manufacturer to claim on their warranty.

The boiler warranty only covers the actual boiler. If there is a circulation problem of some kind, such as air in the system, or a leak, that can cause the boiler to constantly cut out with an error message, or fail to operate at all. If the installer reports a possible boiler fault to the manufacturer they should come out to check the boiler. If there is no problem with the boiler you are on your own with circulation issues I'm afraid.

liz543

It was 30 years old and it was old. I had it fitted through the government energy grant scheme.. 

The engineer yesterday said that the boiler is fine but there has only been problems since installation. 

Surely by having a new boiler fitted with a new valves and electrical thermostats and timers. Surely they should make sure it works with the system they've fitted it to. Haven't they got an obligation to at least leave me with hot water and heating?

I've still paid an awful lot of money for this! 

MWT

liz543 said:

It was 30 years old and it was old. I had it fitted through the government energy grant scheme..

So the original system was old but everything worked correctly?

If so that is good because it suggests any problems are related to the recent work, but frankly I wouldn't have suggested replacing it in the first place if it didn't have a fault, but too late for that now.

"Surely by having a new boiler fitted with a new valves and electrical thermostats and timers. Surely they should make sure it works with the system they've fitted it to. Haven't they got an obligation to at least leave me with hot water and heating?"

So it wasn't just a new boiler fitted then?

You've mentioned two dates when work was done, Dec 15th and Jan. 8th.

What was done on each date and what was working between Dec. 15th and Jan 8th ?

niktheguru

one thing i'm a bit confused about here.....
So you have had your boiler and heating replaced by EON. I'm assuming they did the whole system, so may have done some sort of magnacleanse or powerwash of the heating system. You then say they didn't "wire it in" until 3 weeks later. Now in the last week your heating and water isn't working at all.

When you contacted EON what did they say? Did they not even send someone to look at it? If the boiler is not working after installation its their problem. You need to get back to them ASAP, make a complaint if you need to.
Your home insurance should cover you if there is a leak in the pipes, but i doubt they would cover investigating your heating not working after just having work done.

Your best bet is complaining to EON that the product they have installed is not fit for purpose, especially seeing as its so soon after it was installed. Without coming to look at it they cant say "they're not interested"

niktheguru

The terms and conditions of your boiler install are here:
https://www.eonenergy.com/terms-and-conditions/eon-installation.html#

Please see here and email them urgently with a CLEAR complaint of whats been going on so it can be addressed: 

6.Standard of service

If we don’t deliver the standards of service you reasonably expect, we want to know about it, so we can try and put it right. Email us at installationservicescomplaints@eonenergy.com to discuss your query/complaint. We’ll independently assess your complaint and do what we can to resolve things to your satisfaction. If we can’t resolve your complaint there and then we’ll carry out a full review and respond to you within seven working days. We aim to have your complaint closed within 14 days, dependant on materials and supplies.

E.ON_Company_Representative:_Helena

Hi liz543,

I'm sorry to read about the problems that you have with this.

Thank you niktheguru for posting the link, as reps we can't do this. You can get the installations teams details, phone number and email are on the website, as you will need to speak specifically to them.

I really hope this is sorted out quickly for you.

Helena