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claim denied for washing machine leak

faerielight
Posts: 1,953 Forumite



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!
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
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faerielight said: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!
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Surely the OP didn’t leave it for 3 days with water leaking all over the floor…. did they?
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you need to get the floor repaired and then take AO through small claims procedure for the cost.1
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What method of payment did you use?
Let's Be Careful Out There0 -
For 3 days you couldn't turn it off at the isolalor?No free lunch, and no free laptop0
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I'm disabled and i couldnt get to the back of the washing machine, i tried to soak up the leakMany thanks to all who contribute on MSE0
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faerielight said:I'm disabled and i couldnt get to the back of the washing machine, i tried to soak up the leak
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powerful_Rogue said: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.
I see it as a failure from AO.
Let's Be Careful Out There2 -
HillStreetBlues said:powerful_Rogue said: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.
I see it as a failure from AO.
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powerful_Rogue said: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.
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.
Let's Be Careful Out There0
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