claim denied for washing machine leak

I bought a new Beko  washing machine, in April 2022 from AO, and I paid extra for their installer to install it and disconnect my old one., Unfortunately, the installer made an error which led to water leaking out from the pipe at the back. I couldnt get an appointment from AO to send a Beko engineer 
out to fix it for 3 days, and it ruined my oak floor.,The Beko engineer confirmed that it was not installed correctly, which caused the leak. I have then tried to claim via AO claims  who delayed the process by almost a year, asking for more and more photos, and have now refused the claim, saying that there is insufficient evidence to say that I  did not have  preexisting damage to my floor.  The floor had no damage before this leak, but I have no before photos, (it is a utility room)  What could I do to appeal this decision? thanks!
Many thanks to all who contribute on MSE :)
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Comments

  • I bought a new Beko  washing machine, in April 2022 from AO, and I paid extra for their installer to install it and disconnect my old one., Unfortunately, the installer made an error which led to water leaking out from the pipe at the back. I couldnt get an appointment from AO to send a Beko engineer 
    out to fix it for 3 days, and it ruined my oak floor.,The Beko engineer confirmed that it was not installed correctly, which caused the leak. I have then tried to claim via AO claims  who delayed the process by almost a year, asking for more and more photos, and have now refused the claim, saying that there is insufficient evidence to say that I  did not have  preexisting damage to my floor.  The floor had no damage before this leak, but I have no before photos, (it is a utility room)  What could I do to appeal this decision? thanks!
    I think one mistake was to wait 3 days knowing you had a water leak.  Should have called out a local plumber and then claimed that cost back from AO.

  • Gavin83
    Gavin83 Posts: 8,757 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Surely the OP didn’t leave it for 3 days with water leaking all over the floor…. did they?
  • km1500
    km1500 Posts: 2,728 Forumite
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    you need to get the floor repaired and then take AO through small claims procedure for the cost.
  • What method of payment did you use?
    Let's Be Careful Out There
  • macman
    macman Posts: 53,129 Forumite
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    For 3 days you couldn't turn it off at the isolalor?
    No free lunch, and no free laptop ;)
  • faerielight
    faerielight Posts: 1,953 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker I've been Money Tipped!
    I'm disabled and i couldnt get to the back of the washing machine, i tried to soak up the leak
    Many thanks to all who contribute on MSE :)
  • powerful_Rogue
    powerful_Rogue Posts: 8,308 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 24 February 2023 at 3:21PM
    I'm disabled and i couldnt get to the back of the washing machine, i tried to soak up the leak
    Hindsight is a great thing after the event, however you should have contacted a plumber, friend, neighbour or family member to come and assist. These inactions would have likely caused the floor to become damaged with 3 days worth of water seeping into/under it.
  • HillStreetBlues
    HillStreetBlues Posts: 5,806 Forumite
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    edited 24 February 2023 at 3:42PM
    Hindsight is a great thing after the event, however you should have contacted a plumber, friend, neighbour or family member to come and assist. These inactions would have likely caused the floor to become damaged with 3 days worth of water seeping into/under it.
    If the OP reported the leak to AO,  then AO would have had the option to get a emergency  plumber, but it chose to wait for an Beko engineer.

    I see it as a failure from AO.
    Let's Be Careful Out There
  • powerful_Rogue
    powerful_Rogue Posts: 8,308 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 24 February 2023 at 3:57PM
    Hindsight is a great thing after the event, however you should have contacted a plumber, friend, neighbour or family member to come and assist. These inactions would have likely caused the floor to become damaged with 3 days worth of water seeping into/under it.
    If the OP reported the leak to AO,  then AO would have had the option to get a emergency  plumber, but it chose to wait for an Beko engineer.

    I see it as a failure from AO.
    It's good to have differing opinions. Just goes to show that if the OP took the matter to the small claims court, it could go either way. The OP leaving it to leak for three days certainly isn't mitigating the extent of the damage caused.

  • It's good to have differing opinions. Just goes to show that if the OP took the matter to the small claims court, it could go either way. The OP leaving it to leak for three days certainly isn't mitigating the extent of the damage caused.

    It isn't the OP fault the  plumber AO arranged took so long, the OP reported the leak in a timely fashion.
    The OP did try to mitigate the damage by trying to mop up the leak.

    What should of happened is when reporting the leak AO should have asked if the leak could be isolated.
    If it could be then wait until the Beko engineer, if not they needed to arrange a emergency  plumber as the leak is AO's fault.

    Seems AO failed to ask that simple question.





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