Consumer Energy - Boiler Breakdown Rights

Scot_39

There is a MSE article on gas boiler etc cover. Be wary of big dividing factors like age of boiler limits etc.

https://www.moneysavingexpert.com/utilities/boiler-insurance/

Or if can make it to library and they carry it sure Which cover it periodically.

gpman

https://forums.moneysavingexpert.com/discussion/comment/81891740#Comment_81891740

I don't have any boiler cover; I just contact a local heating/gas engineer as and when required :)

Essentially self insuring.

MWT

https://forums.moneysavingexpert.com/discussion/comment/81891740#Comment_81891740

I suppose I was as much interested in whether or not the conduct in this case constituted a breach of contract on their part,

Not even close to breach of contract, you had a fault, they fixed it within 48 hours.

You may get a token gesture for the failure to let you know they couldn't get an engineer there on the first day, but beyond that they do not guarantee a same day fix and you got a fix within 48 hours which is pretty good for BG.

gpman

https://forums.moneysavingexpert.com/discussion/comment/81891740#Comment_81891740

In regards any alleged breach of contract, I would proffer that there certainly appears a case of breach based upon what you have said. You reported a boiler fault, and BG agreed with you a date and time period in which they would attend. According to your evidence, not only was that continually confirmed on the tracking page you referred to, but also BG appear to have taken the required fee at that time the appointment was made.
That then placed you under an obligation to ensure someone aged 18 or over was at your address during that agreed timeframe, or at least until BG had completed that appointment.
BG may attempt to advance a possible defence of not attending during the the otherwise agreed time period that such failure was outside their reasonable control, but based upon your evidence, it would appear the failure to attend was within their control. i.e. the appointment was agreed by them and paid for by you, but due to an error by them, it somehow was not correctly recorded by them to instruct the engineer to attend during that agreed time frame. This may be due to human error or software/systems error, but either are the responsibility of BG alone. I am not totally excluding the possibility of BG advancing a valid cause as to why they may consider the failure to have been outside of their reasonable control, but I can only advise based upon what has been said so far.

But I'm not sure what further remedial action you would now be seeking? Once BG were made aware of their error, they immediately agreed a new appointment with you, that appointment being the very next morning, and when they did attend that appointment they attended to the boiler issue. BG presumably did not charge you again for that second appointment. If they did then you would have grounds to ask for that being refunded.

In raising your complaint against them, at best they may offer you a small gesture of goodwill for inconvenience caused, especially since were it not for you alerting them to their error, they may never have noticed that failure, or if they did, they probably would not have acted as quickly as they did to rectify their error.
It is a common condition, when a company offers a goodwill gesture in this type of situation, that the goodwill gesture is offered without admission of any liability, but that your acceptance of the goodwill gesture is in your full and final acceptance of the complaint made.

Based on what you have posted so far, it is unlikely you would have anything to gain pursuing this further. My advice at this stage would be to accept whatever response BG offer regarding your complaint, but do feel free to post again if you wish to discuss further that response once received.

born_again

https://forums.moneysavingexpert.com/discussion/comment/81891740#Comment_81891740

Best suggestion is find a good local co to service boiler & handle any issues.

Gave up years ago paying any of these annual deals. Just use a local co & they are round same day.