Call out charge what would be my right?

kimshaven

Hello 

Please advice. Apologise for the long story.

We were looking for a plumber to install a water softener in a new build. From a quote the guide price was £199+vat and the plumber would be out on that day so we agreed. 

We did not receive any confirmation or call out charge on the phone. The plumber did not turn up so called again and was told that he can be out next day morning then changed to 10-13. Then later they sent confirmation which explains about the call out charge of 120+vat. And the guide price can be changed if extra job is required. 

We have had the water softener for more than 10 years and due to frequent relocations we have received helps from different plumbers, usually requiring 1 hr job or 2.5 hrs if pipeline is complicated.

Waited nnext morning, plumber did not turn up and was not even told by the company about the delay. Instead I had to call to check if plumber was coming. Then it was delayed again to 1300-1700. He did not turn up again then changed to 1800. Plumber came at 1730. He checked for 5 mins and said he needs a new part (broken plastic pipe connector) and it would require a half day job for the installation, and a new quote would be sent. 

The company sent me a payment link right away to pay £144 without giving me a full quote. I requested a full quote for the service to decide if I would go ahead or not. They initially rejected providing a new quote saying it may take days to find the right connector (which I doubt as it was previously replaced easily as it is a common one, and plumber said it's just too late to visit a store to buy at the time) then the charge went up to 600 + vat which is a triple more from what they quoted, double from water softener company, higher than machine value. 

I would not have known if plumber was already coming so I could not cancel. And noticed that the plumber was not even called out in the first place. He was notified only in the afternoon he said. And it seems like they sent the plumber at his most convenient time just to get some extra money for the day and call the price whatever they want to. Obviously I do not want to go ahead with the company. 

But the first thing they said was they would send a debt collector if not paid in 24 hrs as if they are just so used to blackmailing customers, and they have been calling so many times with all different numbers asking for the payment, but no communication regarding any process. Complaints not accepted. 

I wish they called that much to inform me when plumber would come. I am trying to find if there is any right from a consumer side. 

marcia_

 Don't worry about the debt collector threat. Debt collectors have no powers and can only phone or knock on your door snd ask you to pay. They have no right of entry to your home to seize goods. 

MysteryMe

Where did you find this plumber? Try and use people who are personally recommended by people you know. 

You will need to pay the call out charge, which they informed you of. That's the £144. You don't have to pay anymore as you are not accepting their quote to fix the problem. 

If after paying the call out charge, they continue to badger you, say you have contacted Trading Standards and reported them and they are not to contact you further and put the phone down. They are just cowboys trying to bully you.