Are you sitting comfortably?
For the last five years I have had a Boilershield Plus contract with Certas Energy to service my oil boiler on an annual basis. The boiler was serviced at the beginning of the present annual contract last July. Superb OFTEC engineer, pleasant company.
The Certas website states that:
**Boiler Shield Plus customers have two inclusive call outs included within the Boiler Shield plan, before a £60 call fee will be applied.
The Service Plan includes the Motorised Powerheads on three zone valves. The Honeywell Motorised Powerhead on the hot water zone valve was replaced on 21January 2023 and there is a 12 month warranty on parts. On 1st August I had no hot water so called out the engineer. He could find no fault and after he fiddled with the valve and Powerhead everything worked......until yesterday. Sometimes I get hot water, sometimes I don't. Certas say that if the Motorised Powerhead is faulty they will replace it under warranty and not count the visit as a call-out. However if it turns out not to be the Motorised Powerhead they will charge me £60 as according to them I have had two call-outs in this contract year - one in July when Certas requested a suitable date so they could service the boiler and one when I called them out on 1st August.
You can imagine a heated discussion ensued! The Oxford English Dictionary definiton of the noun 'call-out' is:
A request or summons, usually made by telephone, to provide a service, esp. to deal with an emergency or to undertake repairs.
I did not request or summon them to carry out the annual service, they contacted me. As far as I am concerned the annual service is not a call-out but is implicitly part of my contract payment.
In addition to all this their accounts department is a shambles. They never updated the £24 monthly payment from 5 years ago until this year, each year having to take the residual owed in the final monthly Direct Debit. This year they should be taking £30 a month by Direct Debit. In August they took nothing, £35 in September, £30 in October and nothing in November, December or January.
I told them to forget about sending their engineer out unless the Customer Service Manager agrees that under no circumstances will they charge me a call-out fee. If there is no agreement then being a bolshie sod I will take the financial hit and use my own plumber who we've used for decades for other work and at renewal Certas can stuff my business where the sun don't shine and I'll contact Trading Standards next week about their misguided, ambiguous and contractually unfair use of the word 'call-out'.
The helicopter pilots' mantra: If it hasn't gone wrong then it's just about to...
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