John Lewis caused a leak and damage to my home

NoHoneyBee

I bought a washing machine from John Lewis in November last year and booked their installation service. During the installation, 2 uncommunicative men walked into my home (they didn't say anything to me, barely a 'hello') and installed my washing machine. They muttered and spoke to each other throughout the very uncomfortable experience for me, it was clear something went wrong but they didn't share anything with me. 

They they left and said the washing machine was good to go. Forward to last week, we noticed our floor (which is just vinyl) was peeling off by the washing machine, we lifted it up and it was clear there has been a consistent leak from the washing machine under the floor, and probably since November. 

I called John Lewis who sent 2 men to have a look at it, one of them being one of the original installers. He came with the same attitude (although the second gentleman was much more polite and friendly, he even wiped his feet before coming into the house!). The washing machine had damaged our floorboards and one of the men even said they think it's going to break any minute. The leak was due to the pipe that connects the washing machine to our plumbing. The man who did the original installation claims he didn't do it, and someone else has since fitted new pipes as it's done with a red pipe and 'we don't carry those with us'. But that's impossible. Because we haven't had anyone else even move the washing machine since the original installation. 

John Lewis email me the next day saying they don't accept any liability for this as the pipe was done by someone else, not John Lewis. I called the customer service person that day and completely denied anyone else having access to the washing machine since November when it was installed, and that the only person who could be at fault is the original fitter.

I asked for photos from the installation day (as I remember he took some) and a comparison photo to the other day when he also took photos. Below is what they sent. The left is the photo taken in November, and the right is the photo taken this week. They claim John Lewis fitters do not use red pipes or metal connectors, and believe this shows only a blue pipe.. It's very clear the photo crops out where you'd see the metal connector and red pipe, and they think I'm stupid enough to not notice that. 



John Lewis and the fitter continue to claim this is not their work and continue to accuse me of having someone else come and 'redo the pipes' on the washing machine, which is just completely nonsensical. If I had an issue with my washing machine that required someone to do something to the pipes, I would've gone directly to John Lewis first as it's still in warranty.. it makes no sense and they are trying to get out of causing damage to my property and accept liability for a botch job done by their fitters. 

I am awaiting a callback from the customer service agent dealing with my case where I've asked for photo evidence that is actually comparable, rather than cropped out. 

ThumbRemote

While waiting for John Lewis, start getting quotes for repairing the damage. 

It sounds like the fitter has done a poor job, and to cover their own back is going to continue claiming it's not their fault. They probably took the original photo cropped like that to hide the red pipe. If John Lewis refuse to co-operate, you'll have to send a letter before action then if necessary submit a small claims court case - though they'll probably just sort it before the small claims court as 'a gesture of goodwill'. 

Where is the leak? In the blue or red hoses? It's hard to tell from the photos how it's arranged. I'm guessing the blue hose is too short to reach where the other end of the red hose is connected to the main pipework, hence it's been used as an extension. That could mean JL have a defence, if they've connected up to what's already there. However if their blue hose doesn't reach the main pipework it shows that no-one else has messed with it since as their pipe could never have fit. 

MyRealNameToo

Presumably the machine is in the same place as the old one? 

If so it's likely they simply undid the old machine from the extension and just reconnected the new one to the extension. So yes it's very possible they didnt supply the red pipe or the interconnect but simply reused it as it was already there. 

Where was the leak actually coming from? 

Boohoo

NoHoneyBee said:

I bought a washing machine from John Lewis in November last year and booked their installation service. During the installation, 2 uncommunicative men walked into my home (they didn't say anything to me, barely a 'hello') and installed my washing machine. They muttered and spoke to each other throughout the very uncomfortable experience for me, it was clear something went wrong but they didn't share anything with me. 

They they left and said the washing machine was good to go. Forward to last week, we noticed our floor (which is just vinyl) was peeling off by the washing machine, we lifted it up and it was clear there has been a consistent leak from the washing machine under the floor, and probably since November. 

I called John Lewis who sent 2 men to have a look at it, one of them being one of the original installers. He came with the same attitude (although the second gentleman was much more polite and friendly, he even wiped his feet before coming into the house!). The washing machine had damaged our floorboards and one of the men even said they think it's going to break any minute. The leak was due to the pipe that connects the washing machine to our plumbing. The man who did the original installation claims he didn't do it, and someone else has since fitted new pipes as it's done with a red pipe and 'we don't carry those with us'. But that's impossible. Because we haven't had anyone else even move the washing machine since the original installation. 

John Lewis email me the next day saying they don't accept any liability for this as the pipe was done by someone else, not John Lewis. I called the customer service person that day and completely denied anyone else having access to the washing machine since November when it was installed, and that the only person who could be at fault is the original fitter.

I asked for photos from the installation day (as I remember he took some) and a comparison photo to the other day when he also took photos. Below is what they sent. The left is the photo taken in November, and the right is the photo taken this week. They claim John Lewis fitters do not use red pipes or metal connectors, and believe this shows only a blue pipe.. It's very clear the photo crops out where you'd see the metal connector and red pipe, and they think I'm stupid enough to not notice that. 



John Lewis and the fitter continue to claim this is not their work and continue to accuse me of having someone else come and 'redo the pipes' on the washing machine, which is just completely nonsensical. If I had an issue with my washing machine that required someone to do something to the pipes, I would've gone directly to John Lewis first as it's still in warranty.. it makes no sense and they are trying to get out of causing damage to my property and accept liability for a botch job done by their fitters. 

I am awaiting a callback from the customer service agent dealing with my case where I've asked for photo evidence that is actually comparable, rather than cropped out. 

Hard to prove or disprove a water leak was your fault or JL fault.

What is the issue with the grey pipe( WM waste) as it appears to go up then down and up and down again to I am not sure as can't see from the photo. I didn't think that waste pipes should be plumbed in like that as can cause issues with getting rid of WM waste.

NoHoneyBee

ThumbRemote said:

While waiting for John Lewis, start getting quotes for repairing the damage. 

It sounds like the fitter has done a poor job, and to cover their own back is going to continue claiming it's not their fault. They probably took the original photo cropped like that to hide the red pipe. If John Lewis refuse to co-operate, you'll have to send a letter before action then if necessary submit a small claims court case - though they'll probably just sort it before the small claims court as 'a gesture of goodwill'. 

Where is the leak? In the blue or red hoses? It's hard to tell from the photos how it's arranged. I'm guessing the blue hose is too short to reach where the other end of the red hose is connected to the main pipework, hence it's been used as an extension. That could mean JL have a defence, if they've connected up to what's already there. However if their blue hose doesn't reach the main pipework it shows that no-one else has messed with it since as their pipe could never have fit. 

I've taken my own pictures from behind the washing machine, the leak looks like it's coming out of the washing machine where the red pipe has been attached to it. 

MyRealNameToo

Boohoo said:
What is the issue with the grey pipe( WM waste) as it appears to go up then down and up and down again to I am not sure as can't see from the photo. I didn't think that waste pipes should be plumbed in like that as can cause issues with getting rid of WM waste.

Bosch's manual shows the pipe going down up down... it somewhat depends if the waste comes out the top or bottom of the machine. Ours goes down a little as it comes from the bottom but then up and back down into the waste. Our old machine was more like the OPs with the waste from the top so drops down initially more. 

They do diverge significantly on lengths etc... our manual says it can be extended up to 5m whereas a hotpoint manual says not to extend theirs. 

NoHoneyBee

MyRealNameToo said:

Presumably the machine is in the same place as the old one? 

If so it's likely they simply undid the old machine from the extension and just reconnected the new one to the extension. So yes it's very possible they didnt supply the red pipe or the interconnect but simply reused it as it was already there. 

Where was the leak actually coming from? 

Shared a pic in the above comment showing the leak coming from the washing machine, here is another one I took myself when they were here on Tuesday. 

Aylesbury_Duck

NoHoneyBee said:

ThumbRemote said:

While waiting for John Lewis, start getting quotes for repairing the damage. 

It sounds like the fitter has done a poor job, and to cover their own back is going to continue claiming it's not their fault. They probably took the original photo cropped like that to hide the red pipe. If John Lewis refuse to co-operate, you'll have to send a letter before action then if necessary submit a small claims court case - though they'll probably just sort it before the small claims court as 'a gesture of goodwill'. 

Where is the leak? In the blue or red hoses? It's hard to tell from the photos how it's arranged. I'm guessing the blue hose is too short to reach where the other end of the red hose is connected to the main pipework, hence it's been used as an extension. That could mean JL have a defence, if they've connected up to what's already there. However if their blue hose doesn't reach the main pipework it shows that no-one else has messed with it since as their pipe could never have fit. 

I've taken my own pictures from behind the washing machine, the leak looks like it's coming out of the washing machine where the red pipe has been attached to it. 

It looks like that red hose is being pushed outwards by the white metal an inch below the connection.  That's probably enough to open a small gap and let water spray out in a very small quantity but over a long period of time.  If no one else has touched the plumbing or moved the machine, that's clearly an installation fault.

Boohoo

NoHoneyBee said:

MyRealNameToo said:

Presumably the machine is in the same place as the old one? 

If so it's likely they simply undid the old machine from the extension and just reconnected the new one to the extension. So yes it's very possible they didnt supply the red pipe or the interconnect but simply reused it as it was already there. 

Where was the leak actually coming from? 

Shared a pic in the above comment showing the leak coming from the washing machine, here is another one I took myself when they were here on Tuesday. 

Hard to tell from the photo as a bit dark.

Why was a red pipe used for connection?

Red used to be hot water but most WM now are cold fed so is this pipe an old pipe that maybe causing the leak?

Have you pulled out all appliances next to the WM to see if the water damage goes any further or to see if they are any other leaks from existing pipe works?

How is the grey waste pipe connected to the plumbing and is that not leaking?

MyRealNameToo

Did you post their photos sideways? Just looking at the again looks like they are the wrong way round and what I assumed was the wall is actually the floor


Given the red pipe connects to the machine it's likely they simply undid whatever pipe was in your old one and connected it to the new machine rather than mess about with feeding pipes through the gaps etc. Looks like a cold feed only machine so it would have come with a blue pipe (if it came with any). 

Doesnt look like its cross threaded or not tightened properly so its washer may be degraded or simply missing 

TELLIT01

JL may not have provided the red hose but somebody, presumably the installer, seems to have used the hose from the old machine on the new one.