does this invoice seem fair to you?

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Booked in for annual boiler service with a company we have used for the last few years. Guy turned up and was quite rude - huffed and puffed at our boiler for about 20 mins (that sounds unkind, but it's the best way I can describe it, I'm sure he did do some actual checks), then announced the boiler was unsafe as there is a leak in the flue. Shut it all down and stuck a warning sticker on it. Left after about 30 mins in our house, then send a quote for £850 worth of work to fix it.

We agreed to the work, then he didn't show up as arranged. I contacted the company at 5pm that day to say it was too late for him to come now as we were going out and he was apparently just around the corner about to come to us next but had forgotten to let anyone know.

So I arranged for a second opinion from another plumber we have used for another job previously (and who was highly recommended by lots of our neighbours). He has quoted £200 to fix the leak and complete a boiler service after.

First company is now chasing invoice for £120 for the initial appointment. Does that sound fair? They didn't complete the service as he found the fault and then quoted for the repairs instead. I just feel uneasy about it all, but maybe because he was unpleasant here in the first place. Aware I may not be being very objective about it.

why did you wait until 5pm to contact the company? Did you have to go out?

I think I would be highlighting the difference in the quotes and asking them to explain why there is such a difference. Suggests that he was ripping you off tbh. What time was he supposed to come at? If he missed his appointment time I would also dispute the call out fee.

If he didn’t show up as arranged then I don’t see how they can justify charging you

Just seen the invoice cost is for the initial call. You may have to such this up as it will be written somewhere that this is the call out charge. You might be able to argue that he didn't do the service.

If the service should have cost £120 then yes it's fair I think. A bit like paying for an mot even if you fail. I would expect the repairs to include a free service though. If the second plumber had said there's no leak then I think you might have more of a point, maybe.

I think you should pay a call out fee, yes. He did attend, made safe the boiler by shutting it down in the proper way and accurately (based on the end opinion being the same) diagnosed the issue. Obviously not ideal you found him rude or disliked him or that he was late but it doesn't alter the fact the callout happened. If you were unhappy with the service that's to take up with the company and/or him at the time about his manner.

It's always best to get several quotes for a job for this reason, companies and individuals can quote what they like and it is for the customer to do due diligence and agree on that price. Fortunately you've found a better price for the work and are going with that.

You can always call them to ask for a breakdown of that cost, explain why you are unhappy and ask why there is such a disparity in the quotes but if you aren't prepared to have that conversation I don't think a refusal to pay is fair (not suggesting you are refusing, just as an example)

No, I wouldn't be paying that. He didn't do a full service, he pretty much condemned your boiler and was obviously adding the date on regarding the repairs.I would call the original company, explain the situation and just say that you have had to get another engineer out to do the job he was supposed to do but didn't.

thanks all, appreciate the input. We'll just pay it and not use them again in future.