Boiler installed wrong boiler (Advice)

smace78

I am currently seeking advice on dealing with the wrong boiler being installed and I have complained to the company, but they are saying that because I accepted the quote it is my fault. I thought I was accepting the paper quote that was done on the initial visit and did not know at the time that they had converted the paper quote into a digital one and change the 30kw boiler to a 25kw boiler it was only after I spotted an issue with the Bosch warranty info after installation that I noticed this issue and contacted them.

 

I have collated all the information I have bellow to make it easier to follow.

Date	Contact Type (Telephone, Email, etc)	Notes
27/09/21	Visit to property	Pat visited for the initial quote
29/09/21	None	This is the date the digital quote was created but I was not sent this at this point only on the 22/10/21 05:53:00am did I get to see this and not sure it was a complete copy. At this point is where the brake down happened. I was not sent the digital quote and I was not able to correct the mistake from Pat about the 25kw or any other discrepancies, if I had I would have said fair enough mistakes happen and gone with the other quote I had from a different provider that did provide the 30kw boiler around the same price.
01/10/21	Phone	I accepted the quote over the phone but at this point the only documents and quote I had seen was from Pat so I have taken it when I accepted the quote it was for this one as I have not seen the digital quote at this time.
03/10/21 19:25	Email	Boiler installation confirmation email.
03/10/21 19:31	Email	Invoice for the deposit (£661.40)
04/10/21 19:14	Email	Sent email about how I pay this bill as it was not clear.
04/10/21 19:31	Email	Reply from Paul about opening the invoice and paying by BACS.
04/10/21 20:45	Email	I was not able to pay via BACS so I replied asking if there is a different way of paying.
05/10/21	Phone	My mom had phoned up to find out if there was a way to pay by Debit card as she was the one paying the bill and has no online banking and not sure we can use telephone banking as she has not used this in a long time, so would require visiting a branch. She was told that it was unusual to pay with Debit Card and they usually do BACS and Credit Card but she will have a look to see if they can. Came back with yes, they can and she would send a new invoice over.
05/10/21 11:01	Email	Invoice for the deposit (£661.40) using a Debit Card as Payment.
05/10/21		I paid the invoice for the deposit.
05/10/21 19:01	Email	Confirmation we have paid the deposit.
8th or 9th	Phone	I was not sure what time or had any confirmation that the work was going ahead as the payment was delayed. So I phoned up to check if it was still going ahead, I was told the person doing the work will call me back.
	Phone	I was called back and told the job was going ahead still and would start around 8:30am on Monday 11th and would continue at same time on Tuesday 12th.
12/10/21		Work had been carried out and we were not happy with the Magaclense/Vibraclean and the filling around the pipe.
	Phone	I phoned out of normal hours so I had left a message with Jess I think, and I was told I would be called back by someone.
	Phone	Paul phoned back- About the issue with the Magaclense/Vibraclean and the filling around the pipe in wall falling out and being able to see light from the outside. He explained the Magaclense/Vibraclean and that it was done but he would get the fitter to come back and fix the filling. He was scheduled to come on Wednesday 20th but came on Tuesday 19th which was ok.
15/10/21	Email	Invoice for the remainder (£2,645.60)
		Tried to pay the invoice and I was having trouble kept getting payment denied after being sent to the banking part. Thought it was the bank blocking the payment, so we had to phone and find out why. We had trouble getting through to the bank and they did not have a record of the transaction. So, I tried again a few days later still same issue tried it 4 times in a row same day with disabling my antivirus etc and it went through in the end. Not sure if it was the payment system you use did not like my browser or was some other issue.
20/10/21	Email	Invoice was paid
21/10/21	Email	Guarantee Registration from Worcester/Bosch This was when I noticed the issue with the boiler being a 25kw and I sent an email to you enquiring about this.
22/10/21 12:50	Email	Me enquiring about the boiler registration being a 25kw when the quote was for a 30kw.
22/10/21 05:53	Email	Reply from Jess asking me to send a copy of the quote that had the 30kw boiler on. At this point I was sent a copy of the digital quote not sure it was all as it was screen shots of a mobile screen so some bits might be missing.
22/10/21 06:25	Email	I sent a photo over of the quote Pat gave.
22/10/21	Email	Got reply from Paul (Managing Director) which is below.
22/10/21	Email	Had sent a simple explanation that I had not seen the digital quote till after the work was done so when I agreed to the quote, I thought it was for the initial paper version because I did not know a digital version was going to be sent.
24/10/21	Email	I started to get annoyed at this time and decided to investigate this a lot more making a list of the process so I can send to him so he a see the process I have had to go through and where the problem has happened. This table was what I had sent to him but have add some more since for this post. I had sent this information over to the Paul (Managing Director) and now waiting for a response.

Some of the dates and times are missing because I would need to request the call log from provider.

It looks like there was two failures that has caused this issue.

1. Pat had put down the wrong details on the initial quote.
2. Person that created the digital quote did not pass that information over to me to check is correct and to give me a copy, so I thought the quote from Pat is all I was going to get. (Most Important)

 

From my point of view, I have not done anything wrong, and the company has made the mistake so they should be the one to remedy this. The process has not been a smooth process by any means.

It looks like I might have to take this further but would like some advice or am I the one that was in the wrong?

The boiler that is installed now is also having an issue filling the bath keeps going freezing cold part the way through filling. I have not got back to them about this as do not trust them now, I also decided to open the magnetic filter and found a lot of sludge so if they had cleaned the system should there be a large amount of sludge already after just over a week? Have taken pictures of this.

 

On 22/10/2021 14:39, Information PRS wrote:

Dear Mr Mace,

 

I am Paul Selman, the managing director, and I’ve picked this one up now as it is very unusual that we get the incorrect boiler order.

 

On part one regarding the digital quote. We send these out with a detailed breakdown of what the quotation is for and what is covered. Our systems show that we had notification that the quotation was accepted on the 01.10.21 at 18:06. This does state in three different places that we are providing the quotation for a Worcester 4000 25kw boiler. The brochure we leave with the customers is there to give you something to have until our formal quotation comes through. On this occasion I can see that there has been a discrepancy on the exact model of the boiler. This is why a refund of the difference has been offered despite the official quotation having been accepted.

 

With reference to the Magnacleanse, I explained when we last spoke that the vibrating tool is not suitable for all radiator types and can cause damage to older steel radiators. We only use this typically on cast iron radiators. The Magnacleanse process is detailed in the brochure to cover both scenarios. In your case we conducted the full magnacleanse process from the filter points on the system and this has been confirmed by our engineer. This part of the quotation has been addressed and conducted.

 

I can understand your frustration over the boiler discrepancy and Patrick has been warned regarding quotation accuracy. The only thing I can offer in this scenario is the reduction in boiler price to take into account the difference in retail cost to us of £120 inc VAT. If you send over your bank details I will refund you today before close of business.

 

I have enclosed a picture of the time stamped email showing quotation acceptance that was received into our inbox for your records.

 

Many thanks,

 

Paul Selman.

PRS Plumbing Solutions LTD.

 

[Deleted User]

That's very hard to follow.

Could you summarise the issue?

neilmcl

Deleted_User said:

That's very hard to follow.

Could you summarise the issue?

• Op was quoted for a 30Kw WB boiler.
• Installer say they sent out a digital quote stating that it was for a 25kw boiler, OP claims he wasn't sent this info and accepted the quote over the phone regardless.
• Installation company accept there was a breakdown in communication and have offered the difference as a refund.

I think that's about it. OP has yet to state what they actually want from this.

neilmcl

@smace78 I don't see any issue with the amount of stuff on the Magnaclean filter, particularly after first use. Any reason why you think you needed to open it, it's not something you should normally be doing.

smace78

Sorry, It was a bit much just did not want to leave anything out.

Summary

I had a boiler fitted and they fitted the wrong one I contacted them about this and they said it was my fault because I had accepted a quote that was updated from the original but I had not seen this till after the work had been done so I was not aware that the boiler was different. Got a 25kw Bosch installed but should have been a 30kw Bosch. They have offered to refund the difference of £120.

I am sure this company is not going to fix there mistake and wondering what would be the best option for me. Should I take this to small claims?

daveyjp

What is the impact to you of having a 25kw and not a 30kw boiler?

neilmcl

smace78 said:

Sorry, It was a bit much just did not want to leave anything out.

Summary

I had a boiler fitted and they fitted the wrong one I contacted them about this and they said it was my fault because I had accepted a quote that was updated from the original but I had not seen this till after the work had been done so I was not aware that the boiler was different. Got a 25kw Bosch installed but should have been a 30kw Bosch. They have offered to refund the difference of £120.

I am sure this company is not going to fix there mistake and wondering what would be the best option for me. Should I take this to small claims?

So I ask again, what do you want as a resolution?

Any reasons why you think a 25kw boiler isn't sufficient for your property?

Keep_pedalling

You only have an issue if the installed boiler is under powered for your house, is it?

smace78

neilmcl said:

Deleted_User said:

That's very hard to follow.

Could you summarise the issue?

• Op was quoted for a 30Kw WB boiler.
• Installer say they sent out a digital quote stating that it was for a 25kw boiler, OP claims he wasn't sent this info and accepted the quote over the phone regardless.
• Installation company accept there was a breakdown in communication and have offered the difference as a refund.

I think that's about it. OP has yet to state what they actually want from this.

• Op was quoted for a 30Kw WB boiler.
• OP acepted the quote over phone but did not know at the time installer had converted this to a digital version which was a 25kw and not a 30kw as they did not send me a copy
  
• Installer saying that because I accepted the digital quote it is my fault
  
• Installation company accept there was a breakdown in communication and have offered the difference as a refund.

smace78

neilmcl said:

@smace78 I don't see any issue with the amount of stuff on the Magnaclean filter, particularly after first use. Any reason why you think you needed to open it, it's not something you should normally be doing.

I am getting issues with the boiler going freezing part the way through filling up a bath. Also suspect they did not do a flush that we paid extra for before installing the boiler so wantted to know if this was normal after a new install but I think this is not the place to ask that.

smace78

daveyjp said:

What is the impact to you of having a 25kw and not a 30kw boiler?

We was recommend the 30kw boiler by 2 other suppliers including this one because of the house size, larger than normal radiators and the plan to install a shower unit soon.