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

Our boiler cover won’t pay out

My hus­band and I paid for main­te­nance on our cen­tral heat­ing boiler and ex­pected the £12.49 a month to cover all costs. When told a repair would cost £320, we fool­ishly paid up. I have tried to get a re­fund from 24/7 Home Res­cue but it won’t give us one. Can you change this for us please?

PK, DEVON

I con­tacted 24/7 Home Res­cue, which said it had re­ceived a call from you say­ing your con­den­sate pipe had frozen. The boiler was still work­ing.

It said: “As this wasn’t a break­down, a call-out wasn’t cov­ered by the cus­tomer’s plan.

“How­ever, we still agreed to send an en­gi­neer to the home – within the hour and free of charge – in or­der to rem­edy the frozen pipe and en­sure that a vul­ner­a­ble cus­tomer was looked af­ter dur­ing harsh weather con­di­tions brought by the ‘Beast from the East’ in ac­cor­dance with our pol­icy.”

It added that the en­gi­neer had then been told by you that the boiler had not been func­tion­ing cor­rectly.

It con­tin­ued: “The en­gi­neer had sub­mit­ted a re­port to us which in­cluded an ad­vi­sory of pos­si­ble ad­di­tional work – a new ex­pan­sion ves­sel and pres­sure re­lease valve – which could im­prove the boiler’s per­for­mance.

“As this was still not classed as a break­down, the cus­tomer was ad­vised by us that, without obli­ga­tion, any fur­ther repair work un­der­taken would be on a pay as you go ba­sis as it was out­side the terms of the agree­ment with our­selves.

“We then ar­ranged for the boiler man­u­fac­turer’s en­gi­neer to at­tend and we were then re­spon­si­ble for their bill.” How­ever, it said that it had now be­come clear through its in­ves­ti­ga­tions (af­ter my in­volve­ment) that the orig­i­nal en­gi­neer’s re­port had not in­cluded all the rel­e­vant facts.

It says: “Had we known the cus­tomer’s boiler pres­sure re­quired fre­quent top-ups, we would have deemed the case a break­down and stepped in im­me­di­ately to help.” The home res­cue firm said it has been let down by the en­gi­neer and was now work­ing hard to en­sure this didn’t hap­pen again. It has now re­im­bursed you the full £320 cost of the repair. It has also, at my sug­ges­tion, sent some flow­ers.

Spooky scam­mer haunted my in­box

We run a small busi­ness that, as well as sell­ing across the UK and Ire­land, also im­ports from China. Our con­tact in China is some­one we email daily and have video con­fer­ence calls with at least twice a week.

Last au­tumn we re­ceived an email pur­port­edly from her ex­plain­ing that there was a prob­lem with their emails and ask­ing us to use her pri­vate email ad­dress. We saw no prob­lem with that and sent her a few tech­ni­cal ques­tions, which were duly an­swered – we pre­sumed by her. We were con­tent.

PR, SCOT­LAND Un­be­known to you though, your busi­ness as­so­ciate had also re­ceived an email. Hers

Al­ways watch­ing: one reader’s emails had a hid­den ob­server, like Casey Af­fleck’s role op­po­site Rooney Mara in A Ghost Story

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