“Fire was serviced acceptably to stay within warranty conditions. However, wall was damaged requiring filling and repainting and the cost was twice as much as local qualified service engineers. No reason, nothing extra. Shame, original supply and fit was great experience but this ripping off for servicing has left a sour taste. I will keep up services but not using W and H Supplies. Twice as much as other qualified competitors. Not told I could use others and, I feel, led to believe I had to use their services to maintain warranty.”
Verified by Staff
– Customer in Shoreham-by-Sea ( 1 ) 27 March 2017
Response from W & H Supplies:
We attended to carry out a service on a specialist gas fire. Unfortunately, accidents happen and our service engineer dropped his screwdriver, this made a small mark on the wall. Our engineer pointed this out to the customer at the time and asked if perhaps the customer had the materials required to repair the mark as he would have been happy to remedy the situation at the time. The customer told him not to worry about it. The customer was pleased with our engineers work when he finished and didn’t quibble over the amount owed. With regards the servicing charge and being led to believe he had to use our services. We have at no time informed any customer that they have to use us for servicing, in our terms and conditions, which our customer signed it states that “We recommend that gas fires are serviced annually, if this is not adhered to your warranty may become invalid – please check manufacturer’s instructions”. We offer servicing as a “service” to our customers, they are more than welcome to go elsewhere and we always inform our customers of how much the service will cost at the beginning stages of their enquiry.