Gas Boiler Service Refused

[Wandering_Dazed]

I booked a Gas Boiler Service with one of the main utility companies. Admittedly it's been a few years since it's last service, which is totally my fault. Booked the Service online, shared the Boiler brand and model in the notes even though not requested, and of course paid the fee up front.

On the day of the boiler service, got a call in the morning to tell me they don't service LPG boilers informed them it was an elderly Potterton Profile (circa 24 years old) but not LPG it's connected to the main gas network. All ok they will be over within the hour.

I WFH and was in a meeting when they arrived, and left within 5 minutes. My other half was informed that the Boiler was obsolete and as parts aren't available they won't service it. Only option is to buy a new boiler.

I'm fuming!! I understand replacement part issues. However I told them of the Boiler make and model a week in advance. So evidently despite the boiler working and no parts required they can't even service it!

I'm going to contact them to demand a refund. But has anyone else experienced similar with older boilers?

 

[Towger]

Sounds like they are totally incompetent, wee Daniel would have done a better job.
There is not much to servicing a gas boiler. Test for gas leak, test combustion, clean inside with hover.

 

[Pinoy adventure]

As a gas service engineer I’d be an always checking in advance of what is the normal serviceable parts of most modern boilers and have at least 3 sets of each in the van.
I’ve worked on boilers of similar age and no issues as long as all parts needing replacement were replaced over the years.

 

[lff12]

I booked a Gas Boiler Service with one of the main utility companies. Admittedly it's been a few years since it's last service, which is totally my fault. Booked the Service online, shared the Boiler brand and model in the notes even though not requested, and of course paid the fee up front.

On the day of the boiler service, got a call in the morning to tell me they don't service LPG boilers informed them it was an elderly Potterton Profile (circa 24 years old) but not LPG it's connected to the main gas network. All ok they will be over within the hour.

I WFH and was in a meeting when they arrived, and left within 5 minutes. My other half was informed that the Boiler was obsolete and as parts aren't available they won't service it. Only option is to buy a new boiler.

I'm fuming!! I understand replacement part issues. However I told them of the Boiler make and model a week in advance. So evidently despite the boiler working and no parts required they can't even service it!

I'm going to contact them to demand a refund. But has anyone else experienced similar with older boilers?

That's very poor. Even an old boiler can be serviced as it mainly consists of checking the unit for leaks and giving it a basic interior clean.
I had one in an apartment I rented years ago that was "on its last legs" according to the Bord Gais boiler contractor but they still gave it a basic service.

 

[Leo]

That's very poor. Even an old boiler can be serviced as it mainly consists of checking the unit for leaks and giving it a basic interior clean.

Exactly, but the utilities are more focused on volume and that means avoiding jobs that might turn out to be problematic. They don't want to deal with the hassle of being blamed for having to shut off a potentially dangerous boiler then being unable to source parts to get it back running again. Far easier just deal with the common boiler types where parts are readily available.

 

[Bronte]

Exactly, but the utilities are more focused on volume and that means avoiding jobs that might turn out to be problematic. They don't want to deal with the hassle of being blamed for having to shut off a potentially dangerous boiler then being unable to source parts to get it back running again. Far easier just deal with the common boiler types where parts are readily available.

If their policy is to not service old boilers, where parts are obsolete, this should be made clear in their terms andconditions. A regular plumber would not get paid upfront, would have serviced it, and if it needed parts would have told her this. Would probably say Madam I’m going to service this old working boiler but if any parts need replacing I cannot guarantee to get parts and the boiler will then be out of action.

OP should not leave a boiler service go by for years,

 

[Leo]

If their policy is to not service old boilers, where parts are obsolete, this should be made clear in their terms andconditions.

Perhaps have a read, It is covered.

A regular plumber would not get paid upfront, would have serviced it, and if it needed parts would have told her this. Would probably say Madam I’m going to service this old working boiler but if any parts need replacing I cannot guarantee to get parts and the boiler will then be out of action.

That was kind of my point, if you want a better customer service from someone who's incentivised by customer satisfaction and doing a good job, don't go with the utilities or cheaper options who are chasing volume.

 

[Bronte]

Perhaps have a read, It is covered.



That was kind of my point, if you want a better customer service from someone who's incentivised by customer satisfaction and doing a good job, don't go with the utilities or cheaper options who are chasing volume.

Have a read of what?

On your latter point, I agree on better service from an individual plumber. Not sure the utility companies are cheaper, but they are impersonal for sure.

 

[Leo]

Have a read of what?

Their terms and conditions, which covers this scenario and their right to refuse to carry out a pre-paid service.

 

[lff12]

If their policy is to not service old boilers, where parts are obsolete, this should be made clear in their terms andconditions. A regular plumber would not get paid upfront, would have serviced it, and if it needed parts would have told her this. Would probably say Madam I’m going to service this old working boiler but if any parts need replacing I cannot guarantee to get parts and the boiler will then be out of action.

OP should not leave a boiler service go by for years,

So who then is liable if an accident occurs due to the boiler being faulty?

 

[Wandering_Dazed]

Their terms and conditions, which covers this scenario and their right to refuse to carry out a pre-paid service.

Sorry Leo to resurrect this thread. (I've been busy elsewhere which I may ask for advice on shortly)

I agree, but I told them the exact boiler model while booking the service. They rang me before arriving and again told them the boiler model and age, they said ok no probs. Then arrived looked at it and departed instantly.

Alongside that, I received a bill (for a service that was not done and paid for in advance) for circa 4 euro!!!! I ignored it and haven't had the time yet to raise a complaint but will do if they come after the 4 euro. Pathetic really...and this from one of the big gas utility companies.

 

[Leo]

They rang me before arriving and again told them the boiler model and age, they said ok no probs. Then arrived looked at it and departed instantly.

They may have seen something in the installation or condition of the boiler that they didn't like, their terms cover that.

You might have gotten an RGI that just didn't fancy the job and pulled the condition card, but it would be tricky to prove that and even more difficult to get them to admit it. The people you will talk to on the phone aren't qualified to overrule the RGI's opinion.

 

[Wandering_Dazed]

They may have seen something in the installation or condition of the boiler that they didn't like, their terms cover that.

You might have gotten an RGI that just didn't fancy the job and pulled the condition card, but it would be tricky to prove that and even more difficult to get them to admit it. The people you will talk to on the phone aren't qualified to overrule the RGI's opinion.

Possibly Leo, I'd lean towards the second option as they literally spent 1 minute before exiting stage left.