New boiler not working properly.

[Faultynewboiler]

Hello all, looking for some advice please.

I had a new boiler installed 3 weeks ago. Before installation I obtained various quotes and went with a company who recommended a new boiler and pump. They had good reviews on Which and Check a Trader. Paid via credit card for added consumer protection.

Since installation I can only obtain hot water if the heating is on. Clearly I do not want or need the heating on at all times.

Company has been out to inspect and said i need a new valve - apparently this was not quoted for. They want me to pay for the part and for a call out fee.

My view is that they should have quoted for this at the time - they came out and gave a price and it has not worked properly since day 1. They said If I wanted a new valve I should have asked for them to quote for one at the time. I am not an engineer - how would I possibly know this? This company actually gave two quotes and I went with the higher one to include a new pump as I said at the time there was no point me paying 2k for a new boiler and not replacing old parts.

All advice appreciated. I have tried quoting consumer rights. Should I send them a letter? Do I have any comeback from my credit card in this instance?

Thank you.

You will need an independent engineer to take a look and confirm:

• did the installer damage this valve
• if not, is it reasonable to expect that they should have flagged it up as needing replacement

If the answer to either of these questions is yes you have a case.

How much is the valve? If not much I would just pay it to get it done. if it costs a lot and any reasonable repair company might have realised it needed replacing then keep challenging it.

It is quie difficult with heating systems - sometimes it is not the fault of the workman but some issue arises even after a new boiler is put in. I had new boiler and 21 new radiators 18 months ago and still 5 upstairs radiators would not work - not the fault of the work men although I have got it fixed recently with a powder cleanse (different from a power cleanse). I don't really blame the last firm as sometimes these things are just complex - like a doctor operating and only then discovering some extra problem.

Hi both, thanks for the responses.

The new part is £100 but they also want a call out fee. They could have said at the time of installation it needed replacing and I would have paid for the part. They never mentioned it, programmed the heating and hot water to both come on at the same time and left me with a boiler that does not work properly from day 1.

Surely they should have tested it when they installed it, especially as they issued a gas safety certificate.

They are not even offering to waive the call out fee if I pay for the part.

Can it be programmed to have hot water on either constantly or timed and the heating turned off, what sort of boiler is it.

A gas safety certificate just means the installation is safe. It doesn't mean it works the way you want.

The question is whether it is reasonable to expect that they should have flagged the need to replace this valve. You clearly think it is but you be wrong, hence the need for an independent engineer. If this is something they could not reasonably have been expected to spot, I'm afraid you will have to pay if you want it fixed.

Can you post a pic of the control panel and thermostat if you have one.