claim denied for washing machine leak

faerielight

I have no family,, don't have any non disabled friends and I don't know my neighbours.. I jI could. .. this is the notes from the engineer: 

The engineers have confirmed the following:  DRYER CUT OUT TRIPPED RESET INLET HOSE CONNECTION LEAKING AND DRAIN HOSE TO FAR DOWN STAND PIPE AND SYPHINING OUT HOSE TIGHTENED AND DRAIN HOSE ADJUSTED AND RAN DIAGNOSTIC ALL OK INSTALLED BY A O INSTALLER   Fault Reported - 30.05.2022 - Machine leaking  Visit Date - 17.06.2022  Engineers Report - DRYER CUT OUT TRIPPED RESET INLET HOSE CONNECTION LEAKING AND DRAIN HOSE TO FAR DOWN STAND PIPE AND SYPHINING OUT HOSE TIGHTENED AND DRAIN HOSE ADJUSTED AND RAN DIAGNOSTIC ALL OK INSTALLED BY A O INSTALLER

HillStreetBlues

faerielight said:

I have no family,, don't have any non disabled friends and I don't know my neighbours.. I jI could. .. this is the notes from the engineer: 

The engineers have confirmed the following:  DRYER CUT OUT TRIPPED RESET INLET HOSE CONNECTION LEAKING AND DRAIN HOSE TO FAR DOWN STAND PIPE AND SYPHINING OUT HOSE TIGHTENED AND DRAIN HOSE ADJUSTED AND RAN DIAGNOSTIC ALL OK INSTALLED BY A O INSTALLER   Fault Reported - 30.05.2022 - Machine leaking  Visit Date - 17.06.2022  Engineers Report - DRYER CUT OUT TRIPPED RESET INLET HOSE CONNECTION LEAKING AND DRAIN HOSE TO FAR DOWN STAND PIPE AND SYPHINING OUT HOSE TIGHTENED AND DRAIN HOSE ADJUSTED AND RAN DIAGNOSTIC ALL OK INSTALLED BY A O INSTALLER

Basically total screw up by AO
Both inlet & outlet installed incorrectly,  I'm surprised they managed to plug it in.

The trouble is they give a limited time for them to install so some jobs get bodged.

The only way to correctly install is to run a rinse and drain program after fitting, anything else is cutting corners.

HillStreetBlues

As for you next move

Even if you paid with a credit card I'm not sure you would be covered as the fitting service would be under £100,  if it was covered to could claim as consequential loss.
Others might advise you if a S75 is possible.

Failing that would be letter before action,  but with both of these you would need a cost of putting things right (as it was before the leak).

faerielight

yes, the installer didn't know what he was doing..he made a couple of bad errors!

faerielight

tthis is their claim refusal:

  We have received all the information and have now completed a full investigation into your damage to property claim.  During the course of the investigation we reviewed all the information supplied by you and the delivery crew.

 

Upon reviewing all of the information received from yourself and the delivery crew, the review team have come to the conclusion that there is insufficient evidence to show that the damage was caused as a result of AO Logistics and was not pre-existing damage.

 

It is for this reason that AO are declining your claim on this occasion.

 

I do hope you feel that your claim has been investigated thoroughly and fairly, and I can assure you that all of the information and evidence provided was given serious consideration. AO Logistics are unable to consider your claim any further.  Should you feel there is additional evidence for us to reinvestigate, please contact me by return or by email: 


he only thing i can think of is that the installer lied and said there was preexisting damage to the floor.. I wish i had a photo of the utility room, but it's not the kind of place I take photos!

HillStreetBlues

faerielight said:

tthis is their claim refusal:

  We have received all the information and have now completed a full investigation into your damage to property claim.  During the course of the investigation we reviewed all the information supplied by you and the delivery crew.

 

Upon reviewing all of the information received from yourself and the delivery crew, the review team have come to the conclusion that there is insufficient evidence to show that the damage was caused as a result of AO Logistics and was not pre-existing damage.

 

It is for this reason that AO are declining your claim on this occasion.

 

I do hope you feel that your claim has been investigated thoroughly and fairly, and I can assure you that all of the information and evidence provided was given serious consideration. AO Logistics are unable to consider your claim any further.  Should you feel there is additional evidence for us to reinvestigate, please contact me by return or by email: 


he only thing i can think of is that the installer lied and said there was preexisting damage to the floor.. I wish i had a photo of the utility room, but it's not the kind of place I take photos!

You will need someone in to inspect the flooring.
What have to be known is, if the flooring damaged,  what was the cause of the damage (eg water)  how long has it been damage (if able to tell) and  how much to put right.

If you did decide court action, the judge would consider everything,  so how quickly you reported it, could AO have fixed the leak quicker, could you have done more to mitigate the damage, was the likely cause of the damage. Even consider if it's likely the washing machine fittings were tampered with after the installers left.

Personally I think if after the inspection if the cause of damage is water and the damage was either recent or unknown, I would expect a judge to rule in your favour that the leak was caused by the ill fitting of the washing machine.

born_again

Home insurance claim?

macman

born_again said:

Home insurance claim?

Possibly, but I think that the same issue is going to arise: that the OP failed to mitigate the damage. I understand that they could not do this personally, so the only option would have been to call a handyman to turn off the isolator. I'm sure any neighbour, even if not known personally to them, would have been willing to do this, it's literally a 30 second job.

Gavin83

For the record I’m with Powerful_Rogue here, I don’t think this court case is anywhere near as clear cut as others are making out. 

Currently AO seem to be taking the stance that the damage was already there. Should you prove that is wasn’t then were I AO my next argument would be that you did nothing to mitigate the damage. It’s likely that leaving it for 3 days caused the bulk of the issues. 

No one here can predict a court case but I wouldn’t be surprised if they ruled you were jointly liable. Depending on the cost to repair/replace it might still be worth investigating.

macman

Context: what was the cost of the w/m, and what is the estimated cost of repairing the floor?
I've just noticed that the engineer's report gives a 'reported date' of 30/5/22, and a 'visit date' of 17/6/22. If so, that's 17 days before the leak was turned off, not 3 days.