Homeserve boiler cover issues - using Help Link now!

PaulJM wrote: »

Hi all,

I know it's not always a popular choice in M/S, but boiler cover is the only "extended warranty" type service I use. As it's a combi boiler, and given the call outs I've had in the past, I've felt it was decent value for money, given you tend to get a fast response and obviously some come back with the company you use.

Anyway - I tend to change it every year, as they will put their prices up and that way you get a new customer offer.

Last year, I was with NPower, who stopped this service, and sold to Homeserve.
2 months ago, I had an issue with the boiler, and called them out. A very long story short, they've been coming back every couple of days to install more parts. Sometimes letting me down and not coming, other times installing the part and it not fixing the issue. Each time the engineer telling me he had put in everything he thought it would be.
Finally I escalated the issue, and they sent (eventually) a senior engineer and a service manager out.
They tried two parts, then after 3 visits, told me they knew what the issue was, but due to the cost (added with the other parts they'd wrongly installed) , they were writing the boiler off - but that re policy stipulated that they would provide another boiler FOC.

Great, I thought, this sounds promising.

Then I was told that that they'd only provide the boiler (not installation) - which I was still willing to go with, and that I'd have to have it done by HELP - LINK.

Not exactly happy at the inflexibility of the situation (what if they charged over the odds, etc) I got an appointment.. They'd wanted an hour to survey, and they wanted my wife to be there.. I expect for a long and painful selling up session.

The survey guy today has told me he has to cancel the appointment, 30mins after he was due! Furthermore, when I reorganised, the lady on the phone told me that he would be giving us "opportunities" to upgrade radiators, etc.

I'm pretty annoyed that I'm still without heating, 2 months later, that I've now been given to another company, and that I'm still being let down.

Surely my contract is with Homeserve still? I'm thinking now that I should just file a court claim in for installation and a new boiler.. And possibly the 13 afternoons I've had to stay at home from work.