Ask Jes­sica

Fi­nan­cial trou­bleshooter Jes­sica Gorstwilliams is here to help you with your money prob­lems

The Sunday Telegraph - Money & Business - - Readers’ Letters -

My boiler cover proved use­less

I rang 24/7 Home Res­cue, with which I had cover, to say the pres­sure on my boiler kept go­ing down. I paid £75 for an en­gi­neer visit.

When one came I told him that there might have been a leak on one of the ra­di­a­tors. He ig­nored this and spent about 15 min­utes con­cen­trat­ing on the boiler.

Then he said that a part had to be or­dered.

The of­fice rang me the next day and I was told that the boiler was “un­eco­nom­i­cal to re­pair”. How­ever, if

I paid another £245 an en­gi­neer would come from the man­u­fac­turer, re­pair it and bring it up to “man­u­fac­tur­ing stan­dard”, and that would give ap­prox­i­mately three years more life to the boiler.

Af­ter speak­ing to some­one about this I paid the money on the ba­sis that a copy of the re­port would be sent to me.

Then the man­u­fac­turer’s en­gi­neer came, in­spected the boiler and asked what was wrong with it. He asked if I had a leak on one of the ra­di­a­tors. The first one he looked at showed signs of a leak and he tight­ened up a con­nec­tion. He then ser­viced the boiler. I thought that was some­thing the 24/7 Home Res­cue pol­icy did.

Any­way, as the pol­icy has not served the pur­pose I took it out for I want to can­cel it. Now I am told that if I do so there will be a hefty penalty. GB, WEST MID­LANDS Ini­tially you paid £75, which 24/7 Home Res­cue de­scribed as a “se­cu­rity pay­ment”. The com­pany says this is charged at its ab­so­lute sole dis­cre­tion where the break­down is deemed pre-ex­ist­ing or in­ter­mit­tent.

This pay­ment may be re­funded once the en­gi­neer has re­ported his or her find­ings and con­firmed that the fault be­ing re­ported is cov­ered un­der the agree­ment.

Then, in a panic, you agreed to a much larger fee. All this when you had so far paid £102 for seven months’ cover of the pol­icy it­self.

24/7 Home Res­cue said that as you had made a claim on the pol­icy you couldn’t can­cel. This must have seemed ex­as­per­at­ing as the claim you made hadn’t been suc­cess­ful. But four days af­ter I con­tacted the com­pany it paid you £155, made up of a con­tri­bu­tion to­wards the man­u­fac­turer’s re­pair and pre­mi­ums paid. It also agreed to can­cel the pol­icy, waiv­ing the £144 can­cel­la­tion fee.

I still felt the an­swers I was get­ting were con­fused and less than sat­is­fac­tory and that the re­dress was not enough.

Then the com­pany came back say­ing that it would re­im­burse you the full amount. This turned out to mean £123.90 more, which was made up of the £75 se­cu­rity pay­ment and a fur­ther con­tri­bu­tion to­wards pre­mi­ums paid.

You have moved your boiler cover else­where and the omens for this dif­fer­ent ser­vice seem good.

24/7 Home Res­cue said it had strict pro­to­cols to deal with the few com­plaints it said it got.

It said there was a dif­fer­ence of opin­ion be­tween the two en­gi­neers. KW, NORTHUM­BER­LAND The Gam­bling Com­mis­sion reg­u­lates bet­ting. How­ever, it does not it­self take on in­di­vid­ual com­plaints.

For a dis­pute such as yours, af­ter check­ing the terms and con­di­tions that have to be read­ily avail­able and per­haps ap­pear on the wall of the bet­ting shop, take the mat­ter as far as you can within the firm be­ing com­plained about.

If the out­come is un­sat­is­fac­tory try which­ever al­ter­na­tive dis­pute res­o­lu­tion (ADR) ser­vice is rel­e­vant to the com­plaint and the provider be­ing com­plained about.

A reader used their 24/7 Home Res­cue cover for a bro­ken boiler

Newspapers in English

Newspapers from UK

© PressReader. All rights reserved.