Heatable - unfair / hidden terms? Cause for complaint?

kittennose

Currently having a combi conversion done via Heatable. We have decided on a combi and one of the key drivers for that was the extra space it will free up in our loft.

On their website they state this work included "Removal and recycling of all tanks and waste" they also say when you click a 'more' button "Removal and safe disposal of your existing cylinder/tanks if it is safe and accessible to do so."

I enquired at the time what defines 'safe and accessible' and was told so long as there is a ladder and the access to the loft is safe and accessible this would be fine.

However the installers are refusing saying 'they won't fot through the hatch' and ythat they are not contracted to cut them up as most installers do.

I have raised this with heatable who sent their terms which states the following

Any redundant materials including but not limited to; your old boiler, packaging, hot water cylinder, storage tank and pipework will be removed as standard with every installation, providing it is safe and accessible to do so. Should your supplies or any equipment be accessed via loft, or roof access, we will not remove these from the property, but will ensure that they are made safe and redundant before completion of the install. 

This clearly states they won't be removed but that is at odds with whats advertised and I wonder if there is a case for complaint / compensation.

Furthermore at no point during the order process did we agree to these terms. I have gone through another fake order and up until payment I see no t&cs so we wouldn't even have had a chance to read these.

Albermarle

For sure it is misleading but usually the get out is that you have ticked a box saying you agree to the T's & C's ( but not read them) . If you can be 100% sure you were never asked to tick a box like this, you must have a case against them, at least for some compensation.
Try another dummy order to be sure .

twopenny

Did they not come and view the job before giving a price?

I had to have a leaking metal tank replaced with a plastic one and the tank was too big to go through, to dangerous to cut up so it had to stay there.

kittennose

Albermarle said:

For sure it is misleading but usually the get out is that you have ticked a box saying you agree to the T's & C's ( but not read them) . If you can be 100% sure you were never asked to tick a box like this, you must have a case against them, at least for some compensation.
Try another dummy order to be sure .

Exactly my thoughts - I've gone through 2 dummy orders and at no point do you agree to any terms. Unless this is done after payment but that would seem equally unfair.

Furthermore on their what's NOT included they fail to mention 'removal of items in loft' so that too is poor practice.

We've already had a flood and the kitchen is ruined (draining system and didn't remove sink plug properly) so it's not been the best start for them and we're very frustrated.

kittennose

twopenny said:

Did they not come and view the job before giving a price?

I had to have a leaking metal tank replaced with a plastic one and the tank was too big to go through, to dangerous to cut up so it had to stay there.

No, they are online. Send images for a self-survey but that doesn't include the loft.

FreeBear

kittennose said:

twopenny said:

Did they not come and view the job before giving a price?

I had to have a leaking metal tank replaced with a plastic one and the tank was too big to go through, to dangerous to cut up so it had to stay there.

No, they are online. Send images for a self-survey but that doesn't include the loft.

Had my boiler installed by a similar online outfit. Although the fitter took all the waste that he generated, I was left to dispose of the old boiler and header tanks. I'm happy to do that myself as access is not easy at present, and one of the tanks needs cutting up before it will come out of the loft.

kittennose

FreeBear said:

kittennose said:

twopenny said:

Did they not come and view the job before giving a price?

I had to have a leaking metal tank replaced with a plastic one and the tank was too big to go through, to dangerous to cut up so it had to stay there.

No, they are online. Send images for a self-survey but that doesn't include the loft.

Had my boiler installed by a similar online outfit. Although the fitter took all the waste that he generated, I was left to dispose of the old boiler and header tanks. I'm happy to do that myself as access is not easy at present, and one of the tanks needs cutting up before it will come out of the loft.

Who did you use bear? I took your advice and went with a veissmann. All ok so far but install left a lot to be desired. Was a 2 day job but they did it in a day and felt very rushed. Kitchen ceiling is soaking and discolored after they didn’t remove a plug properly while draining system. 

FreeBear

kittennose said:

FreeBear said:

kittennose said:

twopenny said:

Did they not come and view the job before giving a price?

I had to have a leaking metal tank replaced with a plastic one and the tank was too big to go through, to dangerous to cut up so it had to stay there.

No, they are online. Send images for a self-survey but that doesn't include the loft.

Had my boiler installed by a similar online outfit. Although the fitter took all the waste that he generated, I was left to dispose of the old boiler and header tanks. I'm happy to do that myself as access is not easy at present, and one of the tanks needs cutting up before it will come out of the loft.

Who did you use FreeBear? I took your advice and went with a veissmann. All ok so far but install left a lot to be desired. Was a 2 day job but they did it in a day and felt very rushed. Kitchen ceiling is soaking and discolored after they didn’t remove a plug properly while draining system. 

I'd rather not name names - I couldn't/wouldn't recommend them based on the workmanship of the guy that did my boiler. Little things like "put the magnetic filter to the side of the boiler and not underneath"... He fitted it under the boiler <grrrr>. Signed off the Gas Safe certificate that the earth bonding on gas/water pipes had been checked (none present 'cos he didn't "do" wiring)... I had to do all the electrical connections (the earth bonding was done several days after he signed off the installation). None of the boiler parameters were set, and the OpenTherm thermostat wasn't working because of it. And I'm not convinced that the gas pipe is adequately sized.

I'll create merry hell when shortcomings are highlighted after the first service.

kittennose

FreeBear said:

kittennose said:

FreeBear said:

kittennose said:

twopenny said:

Did they not come and view the job before giving a price?

I had to have a leaking metal tank replaced with a plastic one and the tank was too big to go through, to dangerous to cut up so it had to stay there.

No, they are online. Send images for a self-survey but that doesn't include the loft.

Had my boiler installed by a similar online outfit. Although the fitter took all the waste that he generated, I was left to dispose of the old boiler and header tanks. I'm happy to do that myself as access is not easy at present, and one of the tanks needs cutting up before it will come out of the loft.

Who did you use FreeBear? I took your advice and went with a veissmann. All ok so far but install left a lot to be desired. Was a 2 day job but they did it in a day and felt very rushed. Kitchen ceiling is soaking and discolored after they didn’t remove a plug properly while draining system. 

I'd rather not name names - I couldn't/wouldn't recommend them based on the workmanship of the guy that did my boiler. Little things like "put the magnetic filter to the side of the boiler and not underneath"... He fitted it under the boiler <grrrr>. Signed off the Gas Safe certificate that the earth bonding on gas/water pipes had been checked (none present 'cos he didn't "do" wiring)... I had to do all the electrical connections (the earth bonding was done several days after he signed off the installation). None of the boiler parameters were set, and the OpenTherm thermostat wasn't working because of it. And I'm not convinced that the gas pipe is adequately sized.

I'll create merry hell when shortcomings are highlighted after the first service.

Funnily enough I asked for our filter to be put under the boiler as this would be in a cupboard but they put it above the boiler in a hard to reach spot.

i also requested they fit our nest with opentherm wiring but was told ‘you need a sparky for that guv’ so they wired it for on/off only.

FreeBear

kittennose said: i also requested they fit our nest with opentherm wiring but was told ‘you need a sparky for that guv’ so they wired it for on/off only.

OpenTherm is a low voltage (18-24V), low current connection. Anyone capable of putting a battery in should be able to make the OpenTherm connection. I had to do this bit myself, and it was only later that I found the terminals inside the boiler were incorrectly labeled - This would have been discovered if the engineer had set the menu options before he left...

Presumably, your installer made the connection to the mains ?