GoAssist

nickshouse

Hi,

I was wondering if anyone has been in a similar position and whether you had considered issuing a County Court Claim.  In a nutshell I paid £119 for what is advertised as "call out, labour and repair" for a fridge freezer.  At the time of making the booking I gave the full details of the fridge freezer make and model.  The engineer arrived and was in my home for 6 minutes he opened the fridge and freezer door and said "It's probably a gas leak, can't be repaired it's how they are built these days".  I contacted GoAssist as per their FAQ promise of a refund if it can't be repaired, who have refused to refund because they have claimed I received a diagnosis and that was part of my terms and conditions.  My continued dissatisfaction is a) I provided the make and model at the time of the booking the engineer could have told me that information over the phone b) I find their website misleading and c) £119 for a likely diagnosis is quite frankly shocking.  Any advice would be greatly appreciated.  Allison.

Ergates

Exactly what do the terms and conditions state about "diagnosis" and the refund if it can't be repaired ?

Aylesbury_Duck

Their FAQs include this:

In the unlikely event that your appliance can't be repaired due to lack of available parts from the manufacturer or suppliers, or we deem the appliance to be beyond economical repair we will refund the fixed price repair fee in full. If we can repair your appliance but you decide to cancel your repair then no refund will be due. Please see our terms and conditions in full here.

The bold part is probably covering this scenario, isn't it?  What do the full terms and condition say about that scenario?

I'd ask for their written report and diagnosis, because you are owed at least that for your payment.  That should flush out a proper reason which you can then check against the listed exclusions to see if a) it is valid, and b) whether it's reasonable to assume it's true.

Alderbank

GoAssist offers a choice of two services - Fixed Price Appliance Repair or Labour only Appliance Repair.

Aylesbury_Duck refers to the Fixed Price package which does offer this refund. However the Labour only deal, which is the option chosen by the OP, only consists of 'Call out and labour for up to 2 hours. The attempted repair of the fault.'
If the engineer decides he could fix it with additional parts, they would have to be paid for and another paid for visit would be needed to fit them when they arrive. Does not sound like great value for money but that is what it is. No option of any refund on the Labour only deal.

born_again

Aylesbury_Duck said:

Their FAQs include this:

In the unlikely event that your appliance can't be repaired due to lack of available parts from the manufacturer or suppliers, or we deem the appliance to be beyond economical repair we will refund the fixed price repair fee in full. If we can repair your appliance but you decide to cancel your repair then no refund will be due. Please see our terms and conditions in full here.

The bold part is probably covering this scenario, isn't it?  What do the full terms and condition say about that scenario?

I'd ask for their written report and diagnosis, because you are owed at least that for your payment.  That should flush out a proper reason which you can then check against the listed exclusions to see if a) it is valid, and b) whether it's reasonable to assume it's true.

Or they could simply be looking at the previous statement.

nickshouse

Hi thanks everyone, so two things; 1) I've been back on the website today and they have updated their booking screens to now show exactly what you're paying £119 for.  had it of been that clear in the first place I would not have used the service and 2) Going back to my original booking it is in the small print under 7.1 page 8 of the Terms and Conditions - I guess it just proves I should have read the T&C's prior to booking :-(.