To not pay this fee?

[Help221]

I needed to book an emergency call out today as my roof is leaking water into my flat quite excessively. In my panic I called the first place on Google that had good reviews. After I booked the emergency call out I looked at the company again and all the Google reviews look fake (lots of reviews done this week and all 5 star by accounts that have made no other reviews) I found them on another website that said they were terrible and reviews accused them of being a scam.

I promptly called back 15 minutes later and cancelled. I've called another company to come out.

They now are saying I have to pay the £150 call out charge because I called them out even though I cancelled 15 minutes later? They keep calling me threatening me. They know my name and address. Not sure what to do here?

Did they actually come out?

Block their number & ignore them. Or answer next time tell them if they phone once more you'll be going to the police - then block them You owe them nothing & how they can think otherwise is nonsense.

I'd also be leaving them an appropriate review

They did not come out. I phoned and cancelled 15 minutes after booking them. The man actually phoned me after and said they'd be here in an hour and I told them I've already cancelled though. So he wasn't even close to my house. Do you think I'm ok to just ignore?

I agree with this!

Ignore. If they turn up and threaten you call the police. You have done nothing wrong and they haven’t provided any service you need to pay for.

Ignore. It’s a call out charge, if they don’t attend they can’t charge.
If you get another call say you’ve reported them to Action Fraud and police then block their number.

We run a home improvements company specialising in roofs! Alarm bells should ring when they even requested a call out fee! Never heard of it threaten them with police action!

Thank you everyone you made me feel a bit better! They were saying that they've blocked out their schedule and have now lost money. For the 15 minutes it took for me to call back and cancel? Nothing they were saying were making sense and alarm bells were ringing. They said they're sending me an invoice. I said that's ridiculous and put the phone down. They phoned again and told me I have to pay. I've put the phone down and blocked. I'm a little scared theyre going to come to my property though! What a stress!

They now are saying I have to pay the £150 call out charge

Scammers.

Block them and if they carry on, phone the police.

Fuckers.

You are under no obligation to answer the door but if you do you calmly state that if they don't leave you are calling the police.

They are wrong. If you feel threatened pls do report them to non emergency number.

Here is citizen advice on cooling off after booking a service:
Citizen Advice site

There are some exceptions but the one you mentioned is not one of them.

If they contact you again state that you cancelled because of the reviews saying they were a scam. They're basically proving they are scammers with this £150 charge

Make sure you leave a Google review with 1 star! Scammers.

Scammers. Block them and ignore them. If they turn up, do not open the door.

You have a record of the second call on your phone, so don't let them bully you.

When did they say they were due to arrive? It may only be 15 minutes later you cancelled but they might have already notified the on duty person and they’d left home by the time you rang back and cancelled. If I was on call and got told to go to an address, got ready and left the house I’d expect paying tbh. I would t be so sure you’re not liable to pay as you booked and confirmed an emergency call out. Was there any confirmation/ t&c’s and how long was the emergency window?

Unless it stated upfront there was a booking fee regardless of whether you cancelled they are pulling a fast one.

@cooroocoocoo
youve got the wrong section there https://www.citizensadvice.org.uk/consumer/getting-home-improvements-done/cancelling-building-or-decorating-work/

OP has agreed the contract verbally, she can’t necessarily cancel

You’d want paying £150 to get in the car, drive a bit then turn around and go home?!

Thats an extortionate call out fee and they didn’t actually turn up or do anything, the appointment was cancelled so fast and they said they were still an hour away anyway!

Somebody got in their car and drove for 15 minutes then had to drive home again, so another 15 minutes. They might have turned down another job in the meantime. In any case, if OP agreed the charge then it is entirely plausible that she needs to pay it.

Unfortunately it’s not an extortionate call out fee for a contractor, it’s probably lower end! And they’ve potentially turned down work
but tbh it’s all irrelevant because from the CAB advice she’s agreed the contract, doesn’t look like she fulfils the criteria to back out and is now liable for the costs outlined

And as an employee on call your contract is generally that you get paid for call outs- doesn’t make any difference if you turn around you’ve still been called out and had to leave your home to work. Employees don’t work for free

OP wasn’t made aware of any charge until after cancelling through.

£150 is clearly a scammy amount for a call out change. It’s obscene.

I must be very fortunate then because I have never - and would never - pay that amount for a simple call out without any work agreed.

So what would you do on a weekend if your roof was ‘leaking water excessively’ into your flat?