The engineer immediately decided my boiler was too old and tried to sell me a new one, (boiler is 9 years old). Then spent an hour turning taps on and off. He left without fixing any issue, I was then charged £60 as the engineer was in my house over 10 minutes. My problem is the blatant dishonesty and I was told on the phone ‘if the engineer can fix the problem, you will be charged for he callout plus the parts’. So it seems the business model is to linger for an hour and make money from the callout charge.
Response from Marshall and McCourt Plumbing & Heating Contractors Ltd
The customer contacted our Customer Service Team who agreed to an appointment after discussing and confirming associated fees in line with our service and repair policy. Our Engineer arrived onsite and spent 45 minutes diagnosing two issues. The Engineer advised of the cost to repair the boiler and due to the boiler age and condition, recommended the customer look to replace the boiler. Our Engineers do not work on commission so provided this advice based on the most cost effective option for the customer. The customer advised that they were going to have the boiler replaced under a grant scheme so declined a quotation. A verbal quotation was provided for the replacement parts, but this was also declined, so an invoice was generated for our time on site diagnosing the fault. Our Customer Service Team explained that the Engineer had undertaken tests to identify the root cause of the issue and they had agreed for the visit to take place and associated fees. We are sorry that the customer has been left dismayed with the service and would be more than happy to discuss further and hopefully resolve.